Sean Newman Email & Phone Number

Reston, Virginia, Us

Tampa, Fl, Us

Contractor for IRS

Tokyo, Jp

Tokyo, Jp

* Collaborated with sales team and client to gather detailed customer requirements, estimate time tomarket and devise a solution to meet customer's expectations* Collaborated with a team to construct a C# web application running on Azure to collect and storeinformation. Application was completely data driven and could be configured to present customizable forms for collecting data. Application was built using Blazor / Razor technologyo Application uses MongoDB as a datastore and is capable of exporting data out to an externalprocess for running automated tasks* Created POC Chat Bot within the Genesys CX application to be leveraged from a web page or through text messaging to answer customer questions or route a customer to an agent for help, reducing contact center expenses and increasing customer response times

Chiyoda-Ku, Tokyo, Jp

* Designed and developed distributed backend REST services using multiple Docker containers across numerous servers and data centers, for a credit card processing company. These services handled over 2 million requests per day* Designed an SQL database to provide configuration data through these services for call routing and handling. Database was also used to store call logging data. Each call log entry consisted of 250-300 rows per phone call* Created a dynamically configurable Finesse gadget which displays different menus, buttons anddisposition codes based on call type. Developed a REST service to feed data to the gadget forconfiguration and receive post-call data to be stored in a database for reporting purposes* Created integration with EPIC backend and desktop application to retrieve customer data when a customer calls in and populate it into the EPIC healthcare application when the call reached the desktiop

Bryanston, Johannesburg, Za

* Developed a modular Finesse gadget to interface with multiple recording backend systems to allow for pause, resume, start, stop control of agent recording. Changing the recording system backend only requires loading a different Javascript fle, allowing it to be easily deployed to different clients* Collaborated to develop a situation room application to interface with Service Now and look for tickets. If a ticket is found, it sends a notification to a mailing list and list of Skype users presenting a summary of the ticket then adds all users to a WebEx Teams meeting room with ticket information

Bryanston, Johannesburg, Za

* Developed CVP applications to request user input and perform a lookup in Salesforce for customer account information.* Developed numerous gadgets for Cisco Finesse to interface with multiple backend systems, display information from call variables and allow single step transfers to post call survey applications or other numbers configured by the client, across CCE and CCX.* Developed Java process to copy reporting data from CVP, HDS and AWDB to a single server, used for reporting purposes.* Explored use of Docker containers in applications and micro-services and coordination between multiple containers using Consul.* Explored use of NoSQL servers for storing different types of data and to allow multiple types of queries.* Developed and deployed to customers a Linux based appliance to cache data from an Active Directory LDAP server and allow searching and dialing of data from a gadget in Finesse. This was a dynamic corporate phone book application that updated automatically.

Valencia, Ca, Us

* Devised an application and gadget to interface with the Calabrio recording platform to start and stop recording segments and attach MetaData to call recordings for several government health care clients in California* Took training classes on Cisco CVP 9.x for Administration and Development* Led on site at E*Trade to help upgrade and transition to Finesse. Rebuilt the CTIOS application previously installed, to integrate with Finesse instead and accomplish screen pops into the CRM* Collaborated to develop a service based application to record MetaData and attach it to recordings in Calabrio. This system is used across all of the government healthcare system in California

Us

* Developed RESTful web service to front-end a dual-cluster Call Manager installation and allow end users to click-to-dial from any of their phones, control speed dial information across multiple devices, remotely update call forwarding, set mobile connect and reset their PIN from an internally developed web portal.* Developed an application to integrate Cisco MeetingPlace with a dual cluster installation of Cisco Call Manager using the MeetingPlace SOAP API and Call Manager AXL API, to populate caller names in meetings from the information stored in Call Manager.* Developed an application gateway process using the Cisco GED-145 protocol to gather gateway trunk utilization information for use in ICM routing script decisions.* Developed applications to integrate with Cisco UCCE using proprietary GED-145 protocol.* Developed applications to integrate with Cisco Call Manager using SOAP based AXL API and SOAP based Web Dialer API.* Developed applications to integrate with Cisco Meeting Place using SOAP based Meeting Place API.* Installed / Administered UCCE versions 8.x/10.0/10.5, Call Manager 8.5/8.6/9.0/10.0/10.5, Cisco IM & Presence 10.x, Cisco Unified Presence Server 8.x, Cisco Voice Portal 8.x/10.x, Cisco Unity Connection 10.x* Administrator for UCCE Scripting updates and new script design * Primary contact for UCCE queries for call tracing and troubleshooting within UCCE database tables* Administrator of multiple Call Manager clusters for both call center and non-call center personnel.* Responsible for the Installation, Configuration and Management of Cisco Unified Intelligence Center* Responsible for the Installation, Configuration and Management of Cisco Social Miner 8.x/9.x/10.x* Responsible for the Installation, Configuration and Management of Cisco Digital Media Manager and 25 Cisco Digital Media Players world wide using software versions 5.2.2 and 5.4.1* Administered Cisco Meeting Place 8.x* Administered Cisco Emergency Responder 8.x

Us

Integrate with and extend the various Cisco UC and Collaboration platforms to extract reporting data and automate tasks.* Built web page to allow non-telecom personnel to reset contact center phones on Call Manager cluster to resolve problems and reduce tech support calls to telecom personnel.* Developed application to interface with Call Manager via AXL and switch the route list used for outbound calls at the beginning of the month. Once the number of minutes used on that circuit reached the threshold the route list was changed to use the secondary circuit, saving thousands of dollars a month by utilizing free minutes allocation.* Built web based reports to pull statistics from Telepresence CTS Manager and display video unit usage statistics on a Cisco DMP device.

Us

* Developed Java applications and Web sites for internal customer support using Tomcat* Enhanced internal web application used for customer account management* Developed IVR response and call routing using VXML* Developed Java browser plugin to interface with Cisco CTIOS for Agent monitoring, customer information screen pops and agent state control.

Morristown, New Jersey, Us

* Developed C/C++ applications for Linux and Solaris* Developed applications for troubleshooting Avaya telephony switches using OPSJ artificial intelligence rules to correct problems, apply upgrades and alert administrators of problems* Developed high speed ESB for connecting Cisco ICM to various systems used for telephony call routing. Including Databases, web services and Remedy ARS. The solution was completely data driven and customizable using XML files.

* Responsible for developing multiple solutions using C, C++ and Java across multiple platforms including Windows, Solaris, HP-UX and Linux.* Developed a Linux PAM module to authenticate users using a challenge/response mechanism.

* Developed applications using the Remedy Action Request System* Developed multiple C, C++, Java and shell script applications on Windows, Solaris and HP-UX* Responsible for installing / maintaining email, web, DNS, & source control servers* Developed a PoC, C++ application for Research In Motion's Blackberry device to receive & update help desk tickets created within the Remedy ARS. The application was designed to route to the nearest technician available or route to another tech and give the technician the ability to update the ticket from his device.

Basking Ridge, Nj, Us

* Responsible for developing / maintaining Help Desk applications using the Remedy Action Request System* Responsible for administering HP-UX servers and Sybase databases used by Remedy ARS* Responsible for HP-UX Administration, performance tuning and backup

Armonk, New York, Ny, Us

Phone support for IBM K-12 software.Phone support for Novell Netware.

Computer Science

Game & Simulation Programming, Computer Science