Expert Software Developer and technical resource for large scale customer facing systems and applications. Expert system support and IVR development skills for hire on Convergys’ Interaction Composer / EDIFY; ENVOX, VXML based etc.; Full system integration delivery with CTI (ex: Genesys) and Speech Recognition (ex: Nuance) Support • Maintained 100% up-time for several clients across the country (specialized servers / applications), including: Dish Network, Bloomberg, Lowes, First Health Services, VA, VA State Corporation Commission, Maryland Insurance Administration, James City County, VA, Time Life, Genworth Financial, Siemens Medical Solutions USA,etc.. Salesforce.com was utilized for all records keeping and customer interactions.Software Accomplishments • Dish Network, Englewood, CO: Member of a Team of IVR experts tasked with developing, optimizing and supporting Dish’s IVR (’09-’13); Contributing developer on a comprehensive ‘billing system’ conversion – 1st CSG client ever to deliver such ‘on schedule’ – Dish was recognized with a *CIO 100 Award (2012) for this feat* • Workscape, Marlborough, MA: customized EDIFY benefit apps for: Universal Studios, Aetna, Yello9w Roadway etc. • Spirit of America Bank (Fashion Bug, Lane Bryant, Catherine’s etc.): EDIFY deployment w/ MQSeries to the M.F; • Sony: screen scraping application to interface with the IVR;

Assess, combine, and reformat for import, disparate data to integrate into Contract Logix’ suite of Contract Management tools.• Intake customer’s data, and Contracts (pdf and document images) and assess the proper alignment for Contract Logix• Develop intermediary tables, and SQL to properly disposition data before executing Contract Logix proprietary import • Work with the front end implementers to assure proper data delivery and display. Adjust front end as necessary

IVR application developer and system integrator: - Develop IVR applications with full speech recognition on a wide range of VRU platforms (Edify, Periphonics, GVP etc.); Delivered full circle implementation: definition of business objectives, enterprise solution proposal (client discover), system integration, sizing, configuration, design, specification, implementation, troubleshooting, and customer education.Accomplishments• Delivered a full capacity routing implementation on EDIFY for over 270 800#’s for Wellpoint Insurance (CA)• Wrote five individual business modules for SST, St. Joseph, MO• Working in a team of four: Implemented automated health insurance coverage verification for Harvard Pilgrim Health Care. • Wrote an automated FAX back IVR system for Johnson and Johnson.

As a member of a three man software development team: delivered software enhancements for the Putnam 401k voice response unit under tight time schedules as per business requirements.• Delivered an aggressive, 14 month, comprehensive voice response system conversion from a TALX VRU (10 years developing) to Periphonics (Nortel). This 401k system provides auto / manual elections, exchanges, loans withdrawals etc.• Extracted and modified necessary code from an existing VRU application to enable 3270 communicatinos to an IBM mainframe.• Designed an ftp communication module using Rexx utilities for auto access and login used in nightly cycles

Responsible for CDMA digital and Analog system performance and optimization for South Shore, Cape Cod and RI• Delivered % Lost Call and % Ineffective attempts (no service) numbers that consistently exceeded system service averages** Assigned Performance Engineer for optimization of fast deployment CDMA system on Martha’s Vineyard. This was in response to a direct request from the White House Communications Department to provide for service on Martha’s Vineyard during the visit of the President and Secret Service in the summer of 1999. • Managed and evaluated a cell site inspection / repair project for 120 cell sites for MA and RI.