Java, C#, JavaScript, Meteor, Node.js, Objective C, Cocoa, VB.NET, ASP.NET, VB, ASP, C, SQL, TSQL, PL, COBOL, JCL, VBA, Windows/Unix Scripting
| 2013-Present |
Palermo Solutions |
Lancaster, OH |
| President |
- Mutual of Omaha
-Developed, tested, and deployed Genesys Callback solution
-Installation and configuration of GMS
-Maintained and updated several IVR applications to pipeline deployment
-Provided Genesys, AWS, and development training and mentoring to team members
- WPS Health Insurance
-Developed, tested, and deployed routing strategies for GHA business unit
-Developed, tested, and deployed routing strategies for HI business unit
- CenturyLink
-Provided assistance with upgrade maintenance of GAD customizations.
-Provided assistance with inbound GAX SPD file for automatic tenant deployment.
-Created and maintained outbound and eServices GAX SPD file for automatic tenant deployment.
-Migrated existing production customer base from Newfound IP Call Recorder 1.5 to 2.2.
-Migrated remote archiver solution to RHEL 7.4, providing OVF templates for clients.
- Intuition
-Installation, configuration, and integration of a GVP 8.5 platform with a Siemens OSV switch as an upgrade from 7.6.
- Duquesne Light
-Installation, configuration, and integration of a GVP, CIM, OCS 8.1 platform with a Siemens OSV switch.
-Assisted in development and maintenance of GVP IVR applications which interfaced with web services, databases, and mainframe systems.
-Developed and maintained GVP IVR applications which were used in conjunction with Genesys Outbound for customer notification.
-Provided load testing solution to help the customer scale their environment appropriately for emergency scenarios.
- EmblemHealth
-Developed a custom IVR driver with ActiveMQ backend to allow the customers Avaya IVR to pass user data to their Genesys environment.
- Infinite Energy
-Installation, configuration, and integration of a GVP 8.1 platform with a Siemens HiPath 4000 using an AudioCodes gateway.
-Provided on site and remote training for the engineering personnel.
-Worked with the customer to provide example call flows that utilize the company's various web services.
- BCD Travel
-Install Nuance Vocalizer with several language packs.
-Migrate GVP 7.6 installation to GVP 8.5
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| 2010-2013 |
Matrix System Integration Lab |
Clive, IA |
| Consultant |
- Bank of America
-Developed, installed, and deployed Genesys Rules Engine for proof of concept effort.
-Developed workflows in Genesys Composer.
-Wrote a custom backend jsp that communicated with their web service over SSL/TLS.
- Mutual of Omaha
-Streamlined over two hundred routing strategies into a common transaction list based flow.
-Developed and maintained several GVP IVR applications with integration to Java based web services.
-Genesys support of a mix of 7.6 and 8 components, integrated with an Avaya switch and GVP 7.6.
- West Interactive
-Developed a web based provisioning tool for dynamic deployment of configuration files for Polycom SIP phones using Platform SDK for authentication and role assignment.
-Deployed a multi-site, multi-tenant, highly available Genesys SIP Server 8.0 platform which integrated with SONUS and Avaya gateways.
- Qwest Communications
-Migration of Newfound IP Call Recorder from version 1.5 to 2.2 in lab and production environments.
-Migration and improvement of Genesys Agent Desktop customizations from 7.6.200 to 7.6.300 and 7.6.304.
- CareFusion
-Assisted with migration of their Stat Ticker application from Microsoft SQL 2000 to Microsoft SQL 2005.
-Provided assistance with problematic Genesys Agent Desktop customizations.
- AAA
-Modified an existing .NET softphone to support integration with Genesys Outbound Contact Server.
-Provided logic for scheduled, push, and preview outbound calls.
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| 2007-2010 |
Qwest Communications |
Dublin, OH |
| Lead Engineer |
- GAD Customization
-Developed customizations to initiate recording via attached data values or agent annex values.
-Provided ability for the customization to update recording data fields with values from attached data keys.
- Statistic Web Service
-Developed a java based web service that used the Platform SDK to register and query statistic values from Genesys Statistic Server.
- Newfound IP Call Recorder
-Designed, developed, tested, and transitioned a redundant call recording solution developed in cooperation with Newfound Communications.
-Developed a java web service to interface the Newfound API to be used by Genesys URS.
-Configured two-way replication between two MySQL database servers at different sites.
- SIP True Connect
-Designed, developed, tested, and transitioned a web service to be used by a Genesys strategy to provide agent login, logout, ready, and not ready state changes.
- Stream Manager Administration Console
-Designed, developed, and tested a 3-tier application responsible for distributing audio announcements and music on hold files from the customer to all Genesys Steam Managers.
-Application featured Genesys authentication, tenant level security features, audit logging, and error reporting.
- Genesys SIP Server
-Supported three multi-tenant Genesys sites using SIP Server, OCS, GVP, Stream Manager, and Newfound IP Call Recorder.
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| 2002-2007 |
Cardinal Health |
Dublin, OH |
| Senior Application Development Analyst |
- Stat Ticker
-Completely redeveloped a .NET application provided by a third-party that integrates with Genesys Integration Server to provide agent statistics to agents.
-Added features to provide skill, threshold, and broadcast level messages to the agent.
-Created web-based administration interface that handles message, configuration, and software update management.
- Genesys Projects
-Deployed and supported 7.1 and 7.2 environments at multiple sites using skills-based routing, outbound campaigns, GVP, Nuance, and Virtual Hold.
-Integration with Cisco Call Manager.
-Created and maintained outbound campaigns for delayed trucks.
- Cisco Projects
-Designed, implemented, and supported five seperate Cisco Call Manager sites.
-Designed, implemented, and supported a Cisco IP Contact Center Express installation at one of those sites.
- Inventory Database Project
-Consolidated three methods of tracking inventory information into a single web-based interface.
-Designed, developed, and implemented the ASP.NET application and SQL database.
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| 1996-1998 | 2006 |
DeVry University |
Columbus, OH |
- Bachelors of Science in Computer Information Systems
- Learned C#, VB.NET, ASP.NET, Java, COBOL, JCL, Visual Basic, ASP, and C++
- Learned Object Oriented Programming and Unified Modeling Language
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| 2000 |
Rockhurst University |
Columbus, OH |
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| 2000 |
Global Knowledge |
Columbus, OH |
- Internetworking with TCP/IP
- Unix Level I
|
| 2002 |
Caspian Learning Centers |
Columbus, OH |
- Implementing a Microsoft Windows 2000 Network
- Implementing Microsoft Windows 2000 Professional & Server
- Microsoft Windows 2000 Network & Operating System
- Implementing & Administering Microsoft Windows 2000
- Designing Microsoft Windows 2000 Networking Services
- Designing Microsoft Windows 2000 Directory Services
- Designing a Secure Microsoft Windows 2000 Network
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| 2005 |
Global Knowledge |
Dallas, TX |
- Cisco IP Telephony Part 1
- Cisco IP Telephony Part 2
|
| 2007 |
Genesys University |
Daly City, CA |
- Building Basic Routing Strategies (BRD)
- E-mail and Web Media Overview (EWO)
- E-mail and Web Media Installation and Configuration (EWI)
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| 2010 |
Genesys University |
Daly City, CA |
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