Projects-Recognized by executive management, client and vendors as a key member in all phases of the migration from a touchtone Periphonics IVR system to an advanced speech recognition Genesys GVP IVR system for Allegheny Energy: Sales, vendor selection; selection of features and functionality; pricing; contract negotiation; Voice User Interface design; Data interface design; SIT; UAT; project implementation; and currently support, maintenance and application development. Previous projects included migration to Nortel Symposium Call Center.-Recently have successfully migrated multiple client IVR applications from Genesys GVP to Avaya AAOD, including healthcare clients and handling of PHI data while maintain HIPAA compliance and staying on time and within budget.-Currently also migrating from premise based RightFax system to a cloud faxing solution. Upgraded Attachmate software for IVR to communicate with some of our clients host systems.Systems-Currently analyze requirements, design, program, test, document, implement and troubleshoot IVR applications with Avaya AAOD and Genesys Voice IVR (GVP) on a leveraged BPO Platform supporting multiple healthcare and non-healthcare clients. Technologies utilized are VXML, SOAP, XML, Java, Advanced Speech Recognition and text to speech. -Responsible for the complete life cycle of the IVR applications.-Program with Avaya AAOD, Eclipse, Java, XML and JSP and Genesys Studio. Oracle Weblogic; Apache Tomcat.-Previously worked with Nortel (Periphnonics) touch tone IVR. Manage, monitor and analyze the performance and functionality of both IVR systems, Symposium Call Center Server, ACD, MAX and MTE; Mosaix Predictive Dialer; Sonata CTI; Sonata VXML; Attachmate; and RightFax.-Previously scripted Nortel ACD, CCR and Symposium Call Center Server (SCCS) routing strategies and reporting. -Provide basic network troubleshooting in a LAN/WAN environment.

-Recognized by executive management, client and vendors as a key member in all phases of the migration from a touchtone Periphonics IVR system to a state of the art advanced speech recognition Genesys GVP IVR system for Allegheny Energy: Sales, vendor selection; selection of features and functionality; pricing; contract negotiation; Voice User Interface design; Data interface design; SIT,; UAT; project implementation; and currently support, maintenance and application development. Previous projects included migration to Nortel Symposium Call Center; ; redesign of IS on Allegheny’s Intranet; Allegheny Internet Websites Redesign; Business Resumption Plan; Dispatch/Operations Consolidation Tech Sub team; and the PAR3 outbound collection project.-Increased Allegheny’s IVR utilization from 12% in 1998 to 48% in 2010. Achieved no lower than number two ranking in the JD Power’s IVR Customer Satisfaction surveys for the 9 years working for that account.-The fully speech enabled Genesys GVP system deployed in December 2007 averaged 13% higher utilization than the old IVR. E source’s “2009 review of North American Electric and Gas Company’s IVRs” ranked Allegheny Power #1 in the East and #3 overall for usability and functionality.

Taught the following classes: Windows NT Server; Network Principles and LAN/WAN Design; and Computer Hardware.

Planned, designed, implemented then ran and managed the Computing Services Helpdesk. Included support for Servers, desktop and laptop computers and LAN/WAN.Developed, organized and supervised the hardware and software configuration of 1100 IBM ThinkPads, saving Wesleyan approximately $60,000 per year.