Resume

I have been providing 20 years of service as a consultant on various contact center technologies. I am independent, motivated and goal-driven, working well with project teams. When I am not working on a project, I perform research and development.
Education
Babson College
Babson Park, MA
Babson College

Bachelor of Science, Management of Information Systems

Experience
Next IVR
Scarborough, ME
Owner

As a consultant, I design, develop, deploy and maintain customer-facing systems.  Here are some recent projects:

Sr. Consultant, Infinity CTI

As a consultant for iCTI, I work with the customer-facing teams to design, develop and deliver Avaya solutions. I specialize in developing custom applications using Avaya Aura Experience Portal and Avaya Aura Orchestration Designer.

Sr. Engineer, Swampfox

As a consultant for Swampfox, Inc. I work with the customer-facing teams to design, develop and deliver Avaya solutions.  I specialize in developing custom applications using Avaya Aura Experience Portal and Avaya Aura Orchestration Designer.  In this role, I am also using Eclipse, Tomcat, PostgreSQL, Docker, Java and SRGS GRXML.

Sr. Consultant, Integrated Voice Solutions

As a consultant for IVS, I develop and deliver IVR solutions for premise and hosted IVR customers. I specialize in developing custom applications using Aspect Prophecy and CXP. In this role, I am also using Eclipse, Tomcat, PostgreSQL, Microsoft SQL Server, Java, Splunk, Audiocodes, SMS Messaging and SRGS GRXML.

Sr. Consultant, City of Las Vegas

For the City of Las Vegas, I am working with their internal project teams to develop an IVR interface into their inspections scheduling and payment system. Working on this project involves Aspect Prophecy, Aspect CXP and SRGS grammar development.

Sr. Consultant, The General

On this project, I deployed an Arcaplus conversion of a comprehensive, multilingual call center front-end IVR system.  I refactored, deployed and supported the new system.  I provided technical analysis for AudioCodes and SIP troubleshooting.  I reverse engineered legacy DLLs, designed and developed clients for Upstream CTI as well as the AS/400 billing, claims and payment systems.  This project involved PCI compliance, Java, CCXML, VXML, Splunk, Cognos, Voxeo CXP and Voxeo Prophecy IVR.  I am currently adding more features to the system such as SMS processing and outbound calling.

Sr. Consultant, XPO Last Mile

At XPO Last Mile, I am managing the telephony and texting applications for their notification system, working with internal teams to provide new features and functionality, and refactoring inherited code for better performance and usability.  I am working with Java 8, Tomcat, Voxeo CXP and Prophecy CCXML.

Sr. Consultant, IPT

As a senior consultant, I am maintaining the production IVR system while deploying various patient health record (PHR) applications.  This project involves CCXML, Voxeo CXP, Voxeo Prophecy IVR, Intersystems web services, HIPAA Compliance and FIPS Compliance.

Sr. Consultant, G4S

As a consultant, I designed, developed and implemented a Time and Attendance system.  On this project, I utilized Java, Tomcat, VXML, CCXML, and voice biometrics technology. I still provide support and consulting services as needed.

Sr. Consultant, Physicians Mutual

At Physicians Mutual, I developed a multilingual billing, claims and advisement IVR system.  Currently, I provide analysis and new functionality upon request.  On this project, I utilize VXML, CCXML, Java, Tomcat, and Amazon AWS.

Sr. Engineer, AAA Northeast

For AAA I am providing development support during UAT for a multi-site Avaya system upgrade.

Sr. Engineer, Santa Cruz County

For Santa Cruz, I am rebuilding a tax application on an aggressive schedule.  On this project, I designed, developed and deployed the new application.  Working on this project involves AAOD7, Java, Tomcat, Windows, Linux and supporting QA and UAT efforts.  This project also involved reverse engineering legacy IBM IVR applications on Unix using Perl, vim, grep, AWK and sed.

Sr. Engineer, Central Florida Expressway Authority (CFX)

For CFX, I developed and deployed the customer service IVR, handling account inquiries and payment processing.  I supported QA, UAT and going live.  Working on this project involved PCI compliance, multi-site EPMS, custom EPMS database reports, AAOD7, Java, Tomcat, Windows and PostgreSQL.

Sr. Engineer, Bic Graphic North America

For Bic, I developed and implemented an customer service application on a very aggressive schedule.  This included coding HTTP connections to custom web APIs, supporting QA, UAT and going live.  On this project, I used AAOD7, Java, Tomcat, Windows and Linux.

Sr. Consultant, Phytel

As a consultant for Phytel, I designed, developed, implemented and support a multilingual, HIPAA-compliant outbound calling survey system.  On this project, I utilize Java, Tomcat, Voxeo CXP and Amazon AWS.

Sr. Engineer, eBay

For eBay, I developed and implemented an order status system that provides details on orders and returns.  This included coding connections to multiple order systems and tracking systems, supporting QA and UAT, and configuring the application in multiple EPMS sites.  On this project, I used AAOD7, Java, Tomcat, Windows and PostgreSQL.

Sr. Consultant, University of California, San Francisco

For UCSF, I designed, developed and implemented a multilingual, configurable system that provides inbound and outbound telephone and text surveys.  I also handled some debugging and issue resolution of Salesforce Apex code.  This project involves HIPAA compliance, Salesforce Apex, Java, Voxeo CXP, CCXML and SMS technologies.

Sr. Consultant, Jarden Consumer Solutions

As the senior consultant on the project, I lead the development team under a tight schedule to write a fresh application based on existing design specifications.  This project involved Oracle RightNow, Splunk, Voxeo Prophecy and Voxeo CXP.

Sr. Consultant, The Coleman Company

As the senior consultant on the project, I lead the development team to write a fresh application based on existing design specifications, under an aggressive schedule.  This project involved Oracle RightNow, Splunk, Voxeo Prophecy and Voxeo CXP.

Sr. Consultant, Southern Central Connecticut Regional Water Authority

As a consultant, I tested and deployed an Arcaplus conversion of a legacy IVR application to a new Convergys platform; it is a customer self-service system for payments and appointments.  In addition to the IVR, I developed customer-facing web applications and REST web services to interface with the SAP back end.  I also provided mentoring for other developers on the project.  On this project, I used Convergys IVP, Convergys IC, Java, Tomcat, MSSQL, IIS and .NET, jQuery, Bootstrap, REST and SAP.

Sr. Consultant, Wacker Neuson

On this project, I developed an IVR application for routing calls to skilled agents.  This project utilized SAP BCM and CRM technologies.

Sr. Consultant, Zenith American Solutions

At Zenith, I used Arcaplus to convert the legacy claims and benefits applications onto a new IVR platform, and I mentored the Zenith programmers on the new platform.  On this project, I utilized Voxeo Prophecy, Voxeo CXP, CCXML and SIP.

Sr. IVR Consultant, Workscape

Architected and maintained the logical IVR environments for development, QA and production environments (I had to dive into some of the physical work, too). Architected the IVR product lines. Delivered custom IVR solutions for the Professional Services group.

BlueFlame Industries
Wakefield, MA
Founding Partner and Chief Technology Officer

As the CTO at BlueFlame, my primary role is providing technical consultation and execution.

Cofounder, Arcaplus

Arcaplus a software tool that leverages legacy code by translating it into modern programming languages.  As a co-founder, I was responsible for leading the programming efforts.  Other than that, I worked closely with the sales team, manning booths at shows, working with sales engineers on proposals, and making presentations to resellers. For this venture, I utilized Java, Eclipse Plugins, Perl, Amazon AWS.

Cofounder, Skyepass

At Skyepass, we had ambitious goals of eliminating the username/password scheme from website authentication, and moving scattered personal data into a personal data vault, shared as needed with others.  As a co-founder, I participated in many pitches, presentations, strategy meetings.  While developing telephone, web and Android prototype applications, I architected and deployed REST services, NoSQL data stores and Continuous Integration servers. This project utilized Java, PhoneGap, Android Cloud Messaging, Amazon Web Services, Jquery, Bootstrap and WordPress.

Time Warner Cable
Charlotte, NC
Senior Developer

As a developer, my daily responsibilities included writing speech applications and middleware for the nation’s call centers, handling over 250,000 calls daily. My responsibilities included designing, developing and maintaining the applications in the IVR environment. In this position, I utilized Avaya Voice Portal, Avaya Dialog Designer, Nuance OSDM, Apache Geronimo, Oracle Weblogic, Oracle 10g, VXML CCXML. Other technologies include SIP, CTI, various Convergys ICOMS connectivity and CSG connectivity.

ESSENSE Systems, Inc.
Peabody, MA
Programmer

ESSENSE Systems was a startup that pioneered Self Service Human Resources applications. At ESSENSE, I developed and maintained the IVR applications suite, working closely with Sales, Marketing and Professional Services.

Technology
Skills

OPERATING SYSTEMS

Windows, Linux, BSD, OS/2, Android

CLOUD/HOSTING

GoDaddy, Amazon AWS, SIP Trunking and Cloud Telecommunications

PROGRAMMING

Visual Studio, .NET, VB, C#, C++, Java, J2EE, Eclipse, PHP, Perl, XML, XSLT, MSXML, HTML, DHTML, JavaScript, CSS, Android SDK, AJAX, JSON, jQuery, jQuery Mobile, PhoneGap

DATABASES

CouchDB, DynamoDB, MySQL, MS Access, MS SQL Server, Oracle, DB2, PostgreSQL, AS/400

WEB SERVERS

IIS, Apache, Tomcat, nginx

WEB TECHNOLOGIES

SOA, SOAP, REST, Jenkins, Continuous Integration

VOICEXML IVR AND SPEECH RECOGNITION PLATFORMS

Microsoft Speech Server (MSS), Speechworks OSR, Nuance ASR, Nuance VoiceXML (NVP), BeVocal, Brooktrout, Genesys, Envox, Envox Studio, Syntellect, Intervoice, Edify (EWF, EVIP, EVA, Edify Banking), Edify VoiceXML, Asterisk, Vocomo, Visibridge VoiceXML gateway, Voxeo Prophecy, Voxeo CXP, Aspect

TELEPHONY HARDWARE

Natural Microsystems (NMS), Dialogic, IP Bridges and Brooktrout.

OTHER

PeopleSoft 6, 7, SQR, PeopleCode

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