Ryan Gallagher Email & Phone Number

Allentown, Pennsylvania, United States

• Currently serving as the System Architect for Customer Experience, which includes products such as PPL’s customer-facing website, Cloud Contact Center platform or CCaaS and Customer Relationship Management (CRM)
• Web/CRM tech stack: Sitecore CMS, Angular, Ember.js, C#.Net, Azure
• Contact Center tech stack: Twilio Flex, Acqueon, Calabrio WFM, Azure
• All customer transactions use common APIs to integrate to large legacy host systems such as Customer/1 (CIS), PowerOn (OMS) and Asset Suite (EAM)
• Re-kindled partnerships with former colleagues in customer service and also built relationships with individuals that had joined customer service while I was working in other areas of the company
• Foster an inclusive culture where all team members feel they have a voice, are comfortable asking questions and suggesting ideas, and diverse perspectives are encouraged

Allentown, Pennsylvania, United States

• Served as a Product Owner and also as an IT leader, helping provide stability and clarity during times of change for many colleagues
• Led a complex Agile project to move the organization from a 25 year-old on-premise HR system (PeopleSoft) to a SaaS-based system (Oracle HCM). This included assembling the team of about 30 individuals and ensuring that.
• Played a key role in helping the IT organization adopt new direction and strategy after a large IT reorg
• Fostered strong relationships with old and new colleagues to build connections that are extremely important to the success of the company
• Employed my vast business, technical and historical knowledge to help fill the many gaps that arose as a result of changes

Allentown, Pennsylvania, United States

• Served as the manager of 20+ individuals comprised of developers and business analysts; consistently delivering high-quality solutions and forming strong business partnerships
• Led a team that built, enhanced, maintained, and supported over 25 applicationsBalanced concurrent Agile projects with a track-record of successfully delivering on-time and on-budget, including over 40 completed projects
• Led the team through conception, building and shipping many award-winning best-in-class Agile projects (www.pplelectric.com, Outage Map, Contractor Services, Intelligent Desktop)
• Proposed innovative solutions and persuaded others when needed to gain support for change
• Collaborated across teams, departments and business lines to accomplish common goals
• Supported the timely resolution of critical application incidents both during business hours and after-hours

Allentown, Pennsylvania

• Developed and integrated applications in an Agile environment using industry-standard Design Patterns and Object-Oriented Principles at all layers of software architecture from back-end databases to user interfaces.
• Designed the web-based Work Assignment and Tracking Tool for back-office work
• Participated in the design and development for v1.0 of the web-based call handling tool that for the first time included call flows for complex regulatory payment assistance calls
• Contributed many enhancements as a developer to www.pplelectric.com
• Designed and developed the first phase of the project to electronically dispatch work orders to troublemen
• Supported and enhanced the Customer Service System, Work Management System and Outage Management Systems

Allentown, Pennsylvania Area

• Interned for 3 continuous years in 2 IT departments - Operations Engineering and Network OperationsProvided various levels of support for enterprise IT infrastructure monitoring and network-related issues
• Designed, implemented, and maintained automated processes ensuring smooth operation of 1,000+ servers and 1,500+ network devices
• Provided first- and second-level support for all network-related issues

Bs, Computer Science

High School