David Cromwell Email & Phone Number

Durham, North Carolina

• Supported the Anthem flagship, enterprise-scale IVR system (VSS). Maintained Production, Integration, Test, and Development environments.Technologies involved included WebSphere, AIX, HTTP Servers, SOA Architecture, SQL, Oracle Databases, and Verizon OHSS (Open Hosted Speech Services). Managed hardware and software upgrades, SSL Certs, and capacity testing.• Managed Network Operation Center SWAT calls to diagnose and resolve service outages. Isolated problem to specific system component(s). Engaged appropriate SMEs to assist in resolution. • Developed IVR monitoring using HP-BAC, Empirix and Cyara synthetic call testing and Wily metrics. • Managed incident, problem, service request, and work order ticketing via TSRM and SNOW.

Developed framework for load testing a large scale desktop virtualization project.

• Wrote IVR applications in VXML. • Monitored operation of large internet based ACD serving multiple networked call centers. • Analyzed SIP call messaging traces plus ACD and Apache logs to pinpoint and solve network problems

• Wrote the syntax recognition frontend for a VXML interpreter.• Wrote telephone network Trunk Testing application in VXML.• Wrote RTSP, MRCP, SRGS, and SSML parsers for voice recognition system. • Integrated IP Media Server with outside vendor email and pre-paid applications.

• Designed and implemented control protocol for interactive voice response which was adopted as a standard by IETF, ITU, PacketCable, and ANSI. • Wrote syntax recognition front ends for H.248/Megaco and MGCP parsers. • Led five person team which developed the IVR application for an automated directory assistance service system. The system was deployed by telephone companies throughout North America and generated over 100M in revenue for Nortel. • Designed and implemented a query protocol between a telephone operator workstation and a National Directory Assistance Database. • Provided over a year of 24/7 designer level technical support for a Nortel project under trial at a major regional telephone company. By the end of the support period, the customer had deployed the system throughout their entire network.• Managed a project test lab for one year. Provided an ongoing stable software environment for software design testing which enabled the project to deliver on schedule.

Bachelor Of Science (Bs), Computer Science

Activities and Societies: Upsilon Pi Epsilon Computer Science Honor Society

Ba, English Literature