John Osmon Email & Phone Number

Austin, Texas, United States

Responsible for troubleshooting existing code while establishing standard formatting on a WAMP (Windows/Apache/MySQL/PHP) platform, which included removing redundancies, adding comments, and formatting code. Also, consulted with video editing and production.Created web-based configuration tools as well as web reports which managed Texas Independent School Districts’ ADA and WADA. Updated MySQL database and created a backup process which streamlined, secured, and standardized office best practices.

Austin, Texas, United States

Provided oversight on operations to ensure long-term success and fiduciary responsibility of the school. Identified and prioritized upgrades to the physical plant of the preschool as a member of the Buildings and Ground Committee. Reviewed and updated the school’s Bylaws and Articles of Incorporation as a member of the Governance Committee.Researched and presented natural playground facilities (vs traditional playground equipment) that were installed after my tenure on the board.

Austin, Texas Metropolitan Area

Designed, deployed, and supported Dell’s telecom infrastructure in the following key areas:IVR engineer: guided the planning and execution to deploy, configure, operate, and support telecom infrastructure, including; Interactive Voice Response systems (Edify, Avaya Voice Portal)Speech Recognition (Avaya/Nuance Dialog Designer, aka Eclipse SDK for Java)Version Control (Microsoft Source Safe)Voice/VOIP circuits (Verizon, AT&T, BT)ACD switches (Avaya, Aspect)Vendor management: interfaced with outsource partners to ensure Dell’s standards were met and assisted in establishing and maintaining connectivity to Dell’s international voice network. IT globalization: trained offshore IT departments in Brazil, Malaysia, and India to provide voice infrastructure support in a “follow-the-sun” plan.Proactive problem resolution and uptime monitoring: deployed and maintained Dell’s voice monitoring system on Empirix’s platform and was the 3rd level support resource for troubleshooting and resolving technical issues.Reporting: created Dell’s telecom reporting database, allowing business managers to directly analyze the data needed to fine tune their contact center programs.Leadership: mentored Dell’s international telecom team.Other professional skills: represented Dell at vendor sponsored conferences, presenting Dell’s best practices and innovative applications of common toolsets with peers in the telecom industry.

I was originally hired through a temp agency by Dell to enter the names and extensions of all employees into a CDP (custom dial plan) system for Dell's new Aspect based ACD (automated call distributor) system. After the contract expired I was retained due to my rapid assimilation of the CDP system and my designs for extracting and distributing data and reports from the Aspect.