Jan Da Silva Email & Phone Number

Melbourne Area, Australia

CTI Applications, IVR, Software developmentGenesys CTILinux/WindowsPerl, Javascript, Java, VXMLScriptingResponsibilities:- Investigation of user requirements/problems and developing technology solutions to meet business needs- Develop, program, maintain, test, review and code technology applications software solutions to meet agreed specifications into functional systems following standards and procedures- Development of systems documentation, specifications and detailed design specifications- Achieve key Systems Development Lifecycle stages in terms of quantity, timing and quality of all aspects of work allocated- Improve, enhance and correct systems as necessary- Highlight potential risks and impacts/implications to other systems and validity of documentation (Service Level Agreements)- Work with Business Analysts to analyse business processes, procedures, user requirements and program specifications in order to establish system requirements and enable effective development of programs- Coach and guide Analyst Programmers, sharing information, skills and knowledge via mutual collaboration to achieve team goals- Review and redesign of processes or procedures, on an ongoing basis, to deliver improved team productivity or efficiencyKey achievements: - Developed a script to automate a recurring DB update process that was performed manually thus saving hundreds of hours per year to call recording personnel- Ownership of the Genesys Voice Platform applications development

Melbourne Area, Australia

CTI ApplicationsGenesys CTISolarisResponsibilities:• Assist with design, build, install, integrate and maintain systems to ensure end-to-end Contact Centre Technology solutions, using Genesys CTI.• Assist in the translation of business requirements into products and services.• Assess the capability of CTI applications and components to meet system and business requirements.• Identify risks and issues in deploying CTI solutions.Key achievements:• Upgrade of the Genesys CTI platform for Triple Zero• Contributed to the Genesys IWD Customization (non-voice interactions) and integration into the customer's CRM (Siebel)

Spanish Latin American Welfare Centre, Inc. (CELAS) – Melbourne, AustraliaCommunity agency to help Spanish speakers in education, interpretation, health and social assistance and other services. www.celas.org.auResponsibilities• Designed and developed the website for the CELAS event La Plaza de Mercado. The website can be seen on www.celas.org.au/plazamercado• Updated CELAS website, with new events and other recently posted informationKey achievement• Delivered product on time, successfully meeting customer’s expectations

Círculo Eléctrico and other customers - Caracas, VenezuelaImporter of electrical equipment and electric panels factory, whose customers are factories and shopping malls all over the country. www.circuloelectrico.comResponsibilities• Created a.NET monitoring and invoicing application, which obtains live data Modbus/TCP protocol• Created a .NET customized system to manage data and items, calculate totals and taxes• Developed an ASP.NET Webpage to show a Medical DirectoryKey achievement• Automated the invoicing process, for more than 200 invoices per month formerly manually generated, thus helping to improve productivity and help to reduce the billing error to zero

IT Company with customers in Venezuela, USA and Colombia, focused on computer telephony, such as CTI, IVR, PBAX and Call Centers. www.netcomvoice.com• Designed, implemented and fine tuned IVR applications in C/C++, involving CTI and DB connections, Web services, Email, SMS, Fax and FTP• Developed C++ interfaces to allow applications to connect to SQL Server, MySQL, Oracle and other ODBC databases• Participated in the creation of CTI solutions: call control, screen-pop and ACD• Integrated new modules to a Web Application that allows to remotely and friendly configure Asterisk PABX using HTML, PHP and PostgreSQL• Participated in a C# project to pre-process SMS for Windows Mobile Smart Phones• Migrated a VB 6.0 and Excel Application to Control Massive Outbound Calls from VB 6.0 to VB.NET• Documented applications, failures and solutions. Composed procedural manuals of products, set standards and generated troubleshooting guides• Designed and maintained SQL Server, MySQL and PostgreSQL databases, including writing T-SQL scripts, and Store Procedures• Trained internal and customer’s technicians on company’s products. Additionally, imparted knowledge of telephony concepts• Provided product support, and took new requirements from customers• Liaised and advised clients at various stages of design and implementation to ensure the success of projects• Performed quality assurance and functional test of applications • Responsible for source code backup and version control.Achievements• Implemented changes on many of the existing IVR systems, doubling or even tripling the processed calls without failure• Automated the generation process of IVR weekly statistics, simplifying the task for support technicians, thus improving productivity• Developed Web Statistics Modules to handle text logs using PHP, HTML and JavaScript, to allow remote monitoring of solutions’ performance, thus reducing costs to the company

The department, within one of Venezuela’s major banks, assess risk to make more informed investment decisions. www.fondocomun.comDuties• Generation, maintenance, distribution and redesign of daily Liabilities and Assets Reports using the Brio Intelligence suite• Generated, maintained, posted and redesigned the daily Interest Rates and Monetary Transactions reports using Microsoft Excel, MS Visual Basic for applications modules, and HTML• Designed, managed and used MS SQL Server and MS Access Databases• Performed daily back up of data• Prepared the Management Indicators Project which evaluates the monthly performance of most departments of the bank, based on the analysis of collected data• Assisted members of the Risk Department with computer related issuesAchievements• Improved the generation process of the daily Report of Assets and Liabilities, thus enabling sooner access to the data to the bank's Management Board• Promoted and lead the redefinition of the Management Indicators Project, by liaising with the managers of several departments

FYC provides solutions based on IT systems, develops and integrates applications, and offers consultancy service. For more information, check on www.fyccorp.comResponsibilities• Participated in the migration of an application to manage Telefonica’s mobile retailers to Oracle Forms Builder and created PL/SQL scripts to be integrated with existing applications • Performed quality assurance and functional test of Web and Desktop applicationsKey achievement• Recommended changes regarding GUI design and functionality, which were adopted in the migration project and contributed to improve usability

Venezuelan government agency enforcing policies, administrating budget, supervising and managing tertiary education institutions. www.opsu.gob.veResponsibilities• Suggested, evaluated and executed technological proposals: new hardware and software acquisitions, migration plans, and platform upgrades• Developed applications using ASP, HTML and Visual Basic 6.0• Administrated the SQL Server Data Bases• Performed user support, network configuration, and general settings• Dealt with user requirements from the department of accounting and administration• Trained inexperienced users in MS Office and other productsKey achievement• Composed full troubleshooting process for the Accounting and Administration Department application server, enabling support technicians to reduce downtime to almost zero

Provides consulting services in IT. Infohard is devoted to the development of information systems, focusing on redefining business processes to optimize operations using technology.Responsibilities• Implemented application modules for a Beach Hotel and Resort integrated software solution using Visual Basic 6.0 and automated the reports using Crystal ReportsAchievements• Designed a bookings control module for the resort, reducing to zero the amount of overbooking, thus improving customer satisfaction levels• Automated the reports for the Accounting and Billing Departments, thus allowing 100% reliability on the figures