Objective
Computer Skills
Professional Experience
- Release engineer for several
products. This included software
packaging as well as the necessary installation, upgrade, and release
documentation.
- Wrote Marketing Requirements Documents
(MRDs) for product enhancements.
- Lead developer for the iPhone Activity
Log application using both Microsoft Visual C# and C++ Express Editions on
Windows. These applications were
used access the iTunes backup file iPhone activity logs (calls, text
messages, data usage) and display this information to the Mobiso
subscriber. This data would then be
pushed to the Lyrix Mobiso server for reimbursement and reporting
purposes. Also developed the NSIS
Windows application installer for this product.
- Lead developer for a subscriber
reimbursement project. This
included writing reimbursement reports in perl to access the data stored
in the MySQL (RDBMS) database.
Depending on the desired reimbursement method (per
minute/text/kilobyte, stipend, or flat rate) managers could generate
reports to help determine the best cost savings reimbursement method for
the company.
- Project manager and lead developer for
the Linguistics Management and Transcription (LMD-T) internal web
product. Developed the project plan
and requirement documents. Designed
and developed the MySQL database and numerous back-end perl scripts to
load, process, and store daily client Nuance Automatic
Speech Recognition (ASR) data. This
data was used by in-house transcriptionists and linguists to “tune”
the Lyrix PeopleFind, SpeechConnect, and Mobiso speech products to work
more effectively. The newly tuned
Nuance dictionary and synonym files where then ftp’d daily back to client
sites. Wrote several perl script
reports to detail the daily, monthly, and yearly work of the transcriptionists and linguists.
- Responsible for support and
maintenance of a VPIM (Voice Profile for Internet Mail) product. This product communicated with the Cisco
Unity voicemail product.
- Responsible for a VoiceMail IVR
(Interactive Voice Response) product, including maintenance, development,
and deployment of enhancements to our customer base which included over
150,000 world-wide users. This
product was developed in C and uses the Informix database as well as
supporting shell scripts to handle installs, upgrades, and various
end-of-day processing tasks.
- Developed a Help-Desk IVR call
center. This product will route
over 150 customer calls a day to the appropriate extension based on the
time-of-day. This product was developed in C and uses shell scripts for
reporting purposes.
- Developed the NEC CoNavigator application that uses IVR and speech recognition
technologies. This application
allows NEC customers to dial one 800 number in order to reach their respected sales agent. After speaking the desired agent’s name,
the customer is given the choice of paging, leaving a message, or can
request to have the person located.
This uses the Nuance speech recognition package as well Dialogics
software and hardware.
- Designed and developed various IVR
Fantasy games for The Sporting News Magazine (Baseball,
CART, NASCAR). This included the
complete Informix database design and implementation as well the entire
application development using C.
- Designed and developed an accounts
receivable IVR application. This
application allows customers to dial in to retrieve their account balance
based on ANI information. The calls
can then be routed to their respected agent representative. This included the complete Informix
database design and implementation as well the entire application
development using C. Various
supporting shell scripts were also written to handle end-of-day
processing, nightly data download processing, as well as reporting
purposes.
- Participant in several log cabin projects, which are
special projects where top engineers work collaboratively to design,
develop and implement products at an accelerated rate.
- Extensive travel to various customer
sites to perform training and to gain insight on customers’ perceptions of
Davox products.
- Designed, developed and implemented a
standard GUI look and feel for call-center products.
- Designed, developed and documented a
SENTRY feature. On a nightly basis, this feature will interrogate the
Unison product, searching for potential problems. If problems are detected, SENTRY will
either attempt to automatically fix the problem, or will immediately alert
customer service via email or pager.
- Designed, developed and documented an
ALERTS feature, including its Sybase table, trigger and stored procedure
definitions. This feature notifies
the supervisor when any user-defined calling event or condition (such as
contract rate or sales per product category) exceeds or fails to meet
specified performance standards.
- Designed, developed and implemented an
IVR integration using TCP/IP over Sockets.
- Wrote several shell scripts to perform
various system testing and diagnostics.
Education
Patents
- Designed, developed, and patented
(#5,784,452) an Agent Work Group Feature.
This feature separates agents into distinct work groups for
management and reporting purposes.
It is particularly appealing in multi-supervisor environments, and
promotes a team-based approach to management.
- Designed, developed, and patented
(#5,790,650) an Applications Grouping Feature. This feature organizes call data into
distinct applications for processing by a specific group of agents,
helping supervisors manage multiple applications more effectively. It also allows organizations to leverage
the power of Unison across multiple departments, so that each department
can function independently, without interference from other “sharing”
departments.
Interests
References
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