Michael Deese Email & Phone Number

San Francisco, California, Us

* Manage a team of engineers in the IVR and call routing space delivering project increments via Agile Scrum methodology. ** Perform formal evaluations bi-annually and hold regular one-on-one and team meetings ** Perform coaching when needed to help develop my team ** Mentor team members on career progression *** Recently was able to help and champion a team member to achieve a promotion to Principal Engineer* Technical Application Owner for the bank's largest and highest volume IVR application and responsible for: ** Vulnerability Management and Remediation for 30+ IVR applications ** SDLC and Change Management Policy adherence ** Representing my application's impacts or influence in various technology initiatives* Virtual Voice Agent L2 Technology Lead for Contact Center Cloud Transformation Project

San Francisco, California, Us

* Initially hired as lead VXML developer to specialize in new technologies and/or architectures. During this time, I learned the latest version of the Nuance Development Framework in order to become a SME and instruct others on its use. * Implemented and drove the standards for the VXML Callflow "mall" architecture and worked with multiple other teams to implement and refine this concept and instruct others. * In 2018, helped found Call Center Technology's first Agile Scrum team and later helped instruct others on Agile and Scrum concepts and implementation. * Have participated on multiple Agile Scrum teams designing and developing new IVR applications or modifications to highly complex, distributed, multi-tiered IVR applications. * Assisted the technology manager in conducting technical interviews* Have continuously worked to share knowledge and mentor more junior colleagues

San Francisco, California, Us

* Developed VXML and java-based IVR applications based on business requirements and VUI, API spec documents. This included brand new applications and enhancements/support from existing ones. * Led adoption and implementation of technical health refresh-required tools, Urbancode Deploy, JFrog Artifactory and Jenkins* Performed code reviews and mentored teammates on adoption of new tools and technologies.* Participated in JAR and JAD sessions to assist in the creation of requirements and design new applications or application enhancements. * Remediated production issues by researching defects and errors and developing solutions.

San Francisco, California, Us

* Acted as Vendor Management Delegate for virtually all vendor management responsibilities, including contract negotiations, sourcing, audit, compliance and contingency planning. * Served as project manager for many infrastructure and integration moves, adds and changes on Intervoice IQTalk and VXML-based IVR platforms* Worked with security and risk team to determine, document and remediate vulnerabilities in internal and vendor systems* Served as IVR platform consultant to all new IVR Projects including: Capacity planning & license management, load balancing engineering & security requirements, applying best practices to systems integration and developing new integration patterns when no best practice existed and educating project teams about the IVR platforms and their capabilities. * Ran a program of performance testing and tuning to ensure quality of new software releases and integration patterns as well as providing continuous improvement for the stability of the IVR platform. * Served as subject matter expert (SME) for the Convergys IVR platform, a VXML platform running on Convergys’ Speechport platform that handled over of 22 million calls per month* Served as SME for the Intervoice IQTalk IVR platform, consisting of 15 IVR’s running 13 diverse call flow applications* Developed software tools to assist and automate tasks within the lab environment including:o An .NET-based automated conversion tool which could accept millions of raw lines of text and format them for use in IVR personalization. This tool saved up to 40 people hours of work per batch and was utilized in over a dozen batches. o An ASP.NET page to dynamically pull frequently requested information from diverse sources (Test files, XML files, Oracle Databases and Systinet UDDI all of diverse systems)o Scripting to automate some frequently requested changes such as changes to alternate systems of record

San Francisco, California, Us

* Managed the feasibility phase of the Segmentation and Personalization project for call center and ATM personalization and customization. * Managed the IVR Managed Services – Intervoice project in entirety, including the architectural design, vendor management, infrastructure build-out and application migration of 13 IVR applications to a new, vendor owned and managed platform.* Managed the infrastructure build-out for IVR Managed Services - Convergys, a $45 million initiative to outsource the hardware, telephony and a portion of the development for the two highest volume IVR applications (AVS, Merchant Check) to a third party vendor.* Managed the IVR software development life cycle for a multitude of enhancement, compliance and production support releases across several different applications and lines of business within Wachovia* Managed the IVR project responsibilities of the WyStar Global / WRS merger, including moving new clients to our platform and caring for gaps identified by the merger team. * Managed the move of Educaid's IVRs to a new data center, and incorporated new call center technology (VoIP)* Managed projects against the Wachovia OTE Project Management Methodology including using the available project deliverable templates.* Tracked and reported financial data (estimates vs. actuals, forecasts, change controls, etc.) over the life span of each project

* Worked as a part-time volunteer to design, develop and maintain the web presence for Mount Olivet United Methodist Church in Concord, NC. * Developed website in Dreamweaver with HTML, CSS 3.0 and Flash* Performed weekly content and design updates as requested

* Worked as part-time volunteer for Sound of Faith Ministries to design, develop and maintain their web presence. * Initial website was designed in Dreamweaver* Web site was redesigned in 2009 and became a ASP .NET site with ADO connections to SQL and dynamic display components using Dreamweaver and Javascript. Flash components, such as a picture rotator and an mp3 player were developed for this site

* Worked on a part-time, volunteer basis with Sound of Faith to write, record, mix and master their first CD, Rescue Me, which was released in Sept 2009. * Recording and mixing was done in studio with the Cakewalk Sonar 7 Producer Edition with some external gear and Waves plug-ins* Began writing and recording new songs for a current project due for release in 2013. In 2015 2nd CD was released under the name Walking the Horizon. * Additional work completed in 2016 & 2017 using Reaper DAW.

Overland Park, Kansas, Us

* Managed the VAR responsibilities of the rollout of 125 Windows NT-Based IVR’s to multiple Wachovia sites on the East Coast; including logistics, budgeting, scheduling, resource allocation, risk mitigation, change control, and communication among hardware vendors, software vendors, Sprint, and Wachovia.* Worked with MCI / WorldCom to manage the activation of approximately 225 T1’s in three data centers.* Worked as primary liaison between Wachovia and Intervoice (the IVR manufacturer).* Provided 3rd tier support and training for Windows NT.* Coordinated Sprint activities with Wachovia Project Managers.

Charlotte, Nc, Us

* Managed the optimization of the DBTS dev / test environments resulting in the simplification of the environment and the reduction of required resources. * Managed the feasibility phase of the DBTS relocation from the ITC building in Charlotte to the new Gateway Center building

Charlotte, Nc, Us

* Managed complete IT relocation and consolidation of BFGoodrich’s corporate headquarters including:o Asset management strategyo Move of all IT assets (servers, workstations, printers, networking equipment, etc.)o Coordination with other project managers / vendors, including furniture, electrical, cabling, etc.)

Mcmahons Point, Nsw, Au

* Managed Program of testing of dozens of custom and proprietary applications for Y2K compliancy and coordinated remediation.* Designed and wrote graphical front-end for detection and installation of proper patches and upgrades. This application, along with the patches was mass-produced and sent to over 500 locations for remediation of computer systems.

Pratteln, Basel-Country, Ch

* Managed program of testing and remediation of over 3500 workstations in North America.* Developed testing and remediation methodology that was duplicated in 45 US locations. * Coordinated with site managers across North America to ensure detection and remediation were performed and proper BIOS levels and software revisions were installed.

* Ran day-to-day operations of technical staff, including service call scheduling, resource scheduling, and technical customer service as well as serving as a technician escalation point.* Performed day-to-day accounting, including A/R, A/P, Payroll, Tax calculations/payments and distribution of investment funds.* Designed and developed a service call tracker based on MS Access that technical staff used daily. * Designed and installed and managed Windows NT and Novell NetWare-based networks for small to medium-sized businesses, including some campus environments.