SUMMARY OF WORK EXPERIENCE:

·        23 years of Software Development experience

·        19 additional years developing speech and DTMF IVR systems.

RECENT IVR/CTI PROJECTS:

·        Developed Speech and DTMF IVR applications for Dish Network. System uses VXML-based IVR from Convergys running on top of tomcat. Cisco ICM is the CTI package. Dish Network’s IVR takes 500,000 calls a day. System utilizes Oracle database to track every customer menu selection, every middleware call, and every customer automation attempt. Database also tracks where transferred calls route to and routing changes are easily configured in the database.

·        Developed Speech Recognition IVR for Sprint. System uses Edify/Intervoice IVR, Nuance Speech Recognition, Cisco ICM and Genesys CTI, Aspect Switch, Speechworks Speechify Text to Speech. Sprint’s IVR takes half a billion calls a year and my team and I doubled their completion rate.

·        Developed Speech Recognition IVR for TXU Energy. System uses Edify 8.0, Speechworks 1.0.1, Genesys 6.5, and Avaya G3R PBX, Speechworks Speechify Text to Speech.

·        Developed Nuance and Edify Flight Information Line for JetBlue Airways at Voci Speech

·        Built Speech Recognition based Catalog Order Status application for Miles Kimball, A.M. Leonard at Voci Speech

·        Supported and Enhanced Human Resources Open Enrollment IVR Application for Chase Manhattan

·        Helped develop web-based telecommunications order entry system for MCI using Edify Electronic Workforce

·        Thoroughly Proficient in all types of Edify Development including IVR, Host, Database, XML

·        4 years of Big Five consulting experience for Anderson Consulting (now Accenture) in the Electric and Gas Utility field

PROFESSIONAL SKILLS SUMMARY:
Platforms: Convergys Interaction Composer VXML-based IVR, Edify/Intervoice IVR, Nuance ASR, Speechworks, Genesys, Avaya G3R PBX, Speechify Text to Speech, C/C++, Java, COBOL, SQL, PERL, REXX, SGML
Operating Systems: Windows, UNIX, MVS, VM/CMS, CICS
Databases: Oracle, SQL Server, Access, DB/2, Teradata

WORK EXPERIENCE:
EXCEED CONSULTING INC, IVR/CTI Consulting Services 
04/09-NOW Dish Network

·        Worked on Dish Network customer service IVR and Satellite Installer IVR. Developed Speech and DTMF applications utilizing VXML-based IVR. Application handles taking payments, scheduling appointments, ordering movies, and installing receivers.

·        IVR has Oracle database schema to track every customer menu selection, results of every middleware call, as well as the success rate of every caller automation attempt.

·        IVR has special database table routing engine to specify complex rules in a simplified manner.

·        Dish Network uses a VXML-based IVR from Convergys. Cisco ICM for CTI, and an Oracle database for reporting IVR results and specifying routing.

·        Responsibilities included IVR and grammar development, call routing specification, as well as troubleshooting and reporting of IVR results. System handles 500,000 calls per day.

EXCEED CONSULTING INC, IVR/CTI Consulting Services 
10/08-4/09 Wellpoint

·        Made updates to Wellpoint’s IVR for Empire Blue Cross Blue Shield and Blue Cross Blue Shield of California.

·        IVR handles health insurance calls from customers and healthcare providers.

·        Wellpoint uses Edify/Intervoice IVR, Nuance Speech Recognition, and Cisco ICM or Genesys depending on the IVR Farm.

IBM GLOBAL SERVICES
6/04-10/08 Sprint, Overland Park, KS

·        Redeveloped Sprint’s self service IVR with Edify/Intervoice IVR, Nuance Speech Recognition, Cisco and Genesys CTI, and Speechify Text to Speech.

·        Platform takes over half a billion calls per year.

·        Responsibilities include IVR Design and Development, speech recognition grammar development, troubleshooting and analysis

·        Developed Java application to send text message notifications of minutes used.

EXCEED CONSULTING INC, IVR/CTI Consulting Services 
2/02-6/04 TXU Energy, Dallas, TX

·        Developed new customer service IVR for TXU Energy with Edify 8.0 IVR, Speechworks OSR 1.0.1 Speech Recognition, and Speechify Text to Speech

·        Utilizes Genesys 6.5 CTI Middleware, Avaya G3R PBX, and Siebel eEnergy CSR Desktop. Interacts with Oracle and SQL Server databases.

·        Developed with Commend Technologies proprietary, reusable, table-driven architecture for Touch Tone and Speech IVRs making development fast and easy.

·        Responsibilities include IVR design and development, speech recognition grammar development, testing, and day to day support.

1/01-3/01 Voci Speech, Campbell, CA

·        Developed Speech Recognition based Flight Information Line for JetBlue Airways

·        Platform consisted of Edify Electronic Workforce 6.2, Nuance 7.0, Oracle 8.1

10/00-1/01 Voci Speech, Campbell, CA

·        Developed Speech Recognition based IVR to provide order status for catalog companies

·        Platform consisted of Edify Electronic Workforce 6.2, Nuance 7.0, Oracle 8.1

·        Clients included Miles Kimball, A.M. Leonard

EDIFY CORPORATION, Professional Services 
1/99-1/00 Chase Manhattan, New York, NY

·        Supported phone-based HR 1999 Open Enrollment application with Edify 4.X Application Architecture, CICS Host, and SQL Database

·        Gathered detailed requirements from end users and designed enhancements to HR Open Enrollment application for Year 2000 Benefits Plan

·        Estimated work effort and adjusted design to meet project deadline

·        Developed Project Workplan and made coding changes by due dates

·        Helped develop test conditions and test cycles to thoroughly test application

·        Coordinated User Testing with end users and make necessary changes and enhancements

·        Supported 2000 system during Open Enrollment period

11/97-9/98 MCI, Washington, DC

·        Developed an internet-based telecommunication equipment order entry system build with Edify 4.X

·        Technical Architecture consisted of Java Applet and HTML front end, Oracle Database, and CICS based legacy backend.

·        Developed Edify modules with embedded SQL to get order information from Oracle Database and screen-scrape information into legacy mainframe application

·        Developed HTML-based user interfaces for non-Java part of User Interface

·        Configured web server to run Edify-based web pages.

·        Worked Closely with Deloitte & Touche teammates and project management

9/97-10/97 First Union National Bank, Charlotte, NC

·        Documented a 401K enrollment and administration interactive voice response system built with Edify 4.X

·        Assisted development of an Edify application to perform Trust Management functions through the Internet for First Union Bank

  
NORTHERN TELECOM, Global Publishing Technologies, Nashville, TN
11/96-8/97 Contract Software Engineer

·        Developed C++/MFC applications for a document viewing system

·        Developed an SGML (precursor to XML) Document Conversion Utility in PERL and Omnimark on a Unix Workstation.

ANDERSEN CONSULTING - SOLUTIONWORKS, St. Petersburg, FL
ANDERSEN CONSULTING – FLORIDA POWER CORP St. Petersburg, FL
ANDERSEN CONSULTING – SOUTHERN COMPANY St. Petersburg, FL

2/93-11/96 Developer and Project Team Leader

·        Developed Electric/Gas Utility Customer Information Systems (CRM).

·        Participated in Full system development lifecycle from Design to Development, Testing to Deployment.

·        Projects were large consisting of 100+ people. Role progressed from developer to team leader of 8 person teams.

·        Have deep knowledge of Electric and Gas Utility Business Processes.

·        Front end consisted of Windows GUI written in Visual C++.

·        Back end written in COBOL with inline SQL talking to an Oracle Database in a UNIX or MVS/CICS environment.