PTP partners with organizations to provide innovative customer experience (CX) solutions that transform how they engage their customers across marketing, sales and contact center. We provide a full suite of business consulting and systems integration services to provide world class CX solutions to our customers:SOLUTIONS • Self Service • Contact Center • CRMPLATFORMS • Contact Center: Amazon, Avaya, Genesys, NICE inContact • CRM: Salesforce, ServiceNow Our CX services are organized into three segments:STRATEGIC SERVICESINTEGRATION AND IMPLEMENTATION • Project Management • User Interface Design • Application Development • Tuning MAINTENENANCE AND SUPPORT

SENIOR MANAGERManaged a team of project managers, application developers and user interface designers. Implemented rigorous project management and development methodologies, resulting in faster and higher quality customer deliveries. Responsible for staff development. Participated in pre-sales support activities including creation, review and approval of Functional Requirements Specifications, Statements of Work and pricing.PROJECT MANAGERManaged concurrent, network-based speech recognition IVR solutions into the contact center and CRM segments of several vertical industries. Guided project teams through specification, development, deployment and knowledge transfer phases. Responsibilities included requirements analysis, technical design, project planning, revenue recognition, development and tuning. Primary interface to customers and partners. Responsibilities included issue, risk and scope management.

DEVELOPMENT MANAGERManaged the development team on a multiyear, multimillion-dollar project with the State of Hawaii’s Department of Taxation. The benefits funded, partnership project, Integrated Tax Information Management System, comprehensively restructured the state’s tax administration process through implementation of advanced information technologies.INTEGRATION COMMITTEE CHAIRMANManaged integration activities of the various teams and initiatives. The primary goals of the committee were to proactively eliminate potential ‘stove pipes’ and to track issues, risks and deliverables. The committee was comprised of representatives from Project Management, Quality Assurance, Product Management, Testing, Training and Development.

DEVELOPMENT MANAGERManaged the development team responsible for the port and customization of AMS’s CACSPlus for Government collection system. The application was built using an object-oriented architecture based on the Model View Controller pattern. The application was comprised of PowerBuilder NT clients, HPUX application servers, Sybase data servers and C/COBOL batch programs.APPLICATION ARCHITECTProved the viability of the CACSG software under California transaction and data loads. Provided leadership in the identification and resolution of performance concerns within the CACSG application. A load of 1,000 concurrent users was simulated against a 4 million case database using LoadRunner.

APPLICATION ARCHITECTDesigned and developed the application framework and low-level common services for a custom Audit Management application. The 3-tier client server, object-oriented system included a custom PowerBuilder GUI framework, UNIX common services (C/Transact-SQL) and custom middleware (C, C++, TCP/IP, WinSock, BSD sockets). Leveraged the power of object-oriented programming, PowerBuilder’s Datawindow and the Windows 95 GUI to develop a desktop infrastructure that proved critical to the success of the project.

TECHNICAL SPECIALISTDesigned and developed the custom middleware that bridged a PowerBuilder client with a CICS/6000 (UNIX) application server. This included a UNIX daemon (BSD sockets), a Windows DLL (WinSock), parsing 3270 data streams and a generic session level protocol. Designed and developed key application windows and business objects in the Collections application.

PROGRAMMER ANALYSTDesigned and developed online and batch programs for a distributed, statewide child-support system running on distributed VAX servers.