Resume of Periphonics IVR Developer

Title
Periphonics IVR Developer

Primary Skills
IVR Application Development

Location
US-MA-Warren

Posted
Jan-28-08

PROFESSIONAL SUMMARY
Senior IVR/Periphonics Software Developer with more than 10 years of IVR experience, including more than 7 years with PeriProducer. An innovative, articulate and accomplished professional with a proven record of accomplishment in the design, development and implementation of hardware and custom software applications. Highly skilled in developing solutions to business and technical problems, providing leadership and working with others to achieve team objectives. Major accomplishments include:
· Built and implemented a Microsoft Access database toolset. Result - Provided a comprehensive toolset for the management and analysis of voice prompts within the Periphonics VPS/IS and MPS500 IVR Systems. Reduced problem resolution time by an estimated 2 months.
· Built a Laboratory for testing/developing/demonstrating Call Center IVR and CTI applications. Result - Gained the ability to develop, test and demonstrate IVR and CTI applications prior to hardware being installed at customer sites. Allowed applications to be developed for “proof-of-concept” testing prior to sale.
· Developed an Interactive Voice Response Survey Template application for a major pharmaceutical company. Result - Customer was able to deploy and reconfigure surveys without the need to redesign the application for each survey.

TECHNICAL SUMMARY
Server Operating Systems:
Windows NT, 2000, SCO UNIX, SUN Solaris

Client Operating Systems:
Windows 95, 98, NT, 2000, XP

Computer Languages:
Proficient with Basic, Fortran, SQL, and html. Able to interpret and troubleshoot C, C++, Java, and VB Script

Applications:
Periphonics PeriProducer 3.0, Microsoft Office Suite, Microsoft Visio, and Microsoft Project

Relational Database Management Systems (“RDBMS”):
Sybase, Informix, MS Access

PROFESSIONAL EXPERIENCE
RCG-IT
August 2007 to December 2007

Software Development -- Lead (at Educational Testing Service),
Assist in-house IVR Applications Team to develop two new IVR applications on the Nortel MPS500 platform using PeriProducer 3.0. Support all phases of the project: analysis, design, specifications, documentation, coding, testing and implementation. Primary developer, leveraging the existing transaction suite.




Software Quality Associates
May 2006 to May 2007
IVR Consultant (at MassMutual Retirement Services),

Periphonics IVR
IVR consulting in a Production Support group. Built and implemented a Microsoft Access database which provides a comprehensive toolset for the management and analysis of voice prompts within the Periphonics IVR systems. Database consists of approximately 50 tables, documenting voice prompts recorded, and where voice prompts are used in the applications. Reports provided for determining whether English and Spanish prompts are all present in this multi-language suite of applications. Macros provided for easily updating the tables by gathering the necessary data directly from the IVR without the need for manually entering data into the tables.

IVR testing, specifically developing and executing test scripts to test the functionality of call flows for a Retirement Services application in Springfield, Massachusetts. The project involved the implementation of a voice recognition application on a Periphonics MPS500,designed to allow customers to self service their own retirement portfolio. Responsible for test plan development, execution and reporting of defects. In addition to IVR, testing of databases and data flows. Test Director heavily utilized. Other technologies involved were XML, VXML & Nuance.

Wildcard Systems / eFunds Prepaid Solutions
June 2004 to March 2006
(June 2004 to November 2004 as a contractor with TekSystems,
November 2004 to December 2005 as a full-time permanent employee of WildCard Systems/eFunds,
January 2006 to March 2006 as a contractor with Spherion)

Senior Periphonics IVR Software Developer
Interactive Voice Response ("IVR") application development, testing, deployment and maintenance support. Production and QA environments utilized Periphonics (Nortel Networks) PeriProducer 3.0 on an MPS500 Unix platform, Nortel Meridian I PBX and Nortel Symposium Call Center Server. Applications are customer service interface for financial transactions involving electronic host based stored-value cards, virtual stored-value accounts, and Internet payment. MS SQL Server data mining for test data for unit tests.

NextiraOne (includes its predecessor companies: Northern Telecom, Nynex Meridian Systems, Nortel Communications Systems, Wiltel and Williams Communications Solutions.)
October 1983 to May 2003

Engineer III (Systems Integrator / Application Developer) (1994 to 2003)
Interactive Voice Response (“IVR”), Computer Telephony Integration (“CTI”) and Symposium Call Center Server Applications, Specifications, Development, Implementation and Support. Experienced developer of IVR applications using Aspect CSS and Periphonics PeriProducer. Primary emphasis on client/server CTI applications. Built a Laboratory for testing/developing/demonstrating Call Center IVR and CTI client/server applications.

Senior Systems Design Engineer (1992 to 1994)
Sales support, design and pricing of Northern Telecom Integrated Building Distribution Network (“IBDN”) Structured Wiring (voice and data infrastructure) Systems and associated LAN hardware.


Site Survey Engineer II (1986 to 1992)
Cable plant design and pricing for new system proposals and major upgrades to existing systems. Chaired quarterly meetings of Site Survey Engineers in the region to standardize methodology across the Northeast Region. Resulted in the ability to share workload seamlessly across the region.

Technical Support Engineer (1985 to 1986)
Support of installation field personnel in problem solving and installation planning; special emphasis on implementation of Northern Telecom data products. Provided desktop hardware and application support for all desktop, laptop and portable computers in the Operations Department. Developed computer applications for Project Management, Manpower Forecasting and Job Cost Analysis

Project Supervisor (1983 to 1985)
Project Management of Nortel Meridian 1 installations throughout Connecticut and Western Massachusetts.

PRIOR TO 1983
National Telephone Company
Engineering Manager

Pratt & Whitney Aircraft
Engineering Assistant


EDUCATION
· NextiraOne - Symposium Call Center Deployment & Configuration - 2002
· Periphonics (Nortel Networks) - PeriProducer in the VPS/is Environment for Programmers - 2000
· Nortel / Voicetek (Aspect) - IVR Open Delta 2.5 to 4.0 Training - 1998
· Voicetek (Aspect) - System Administration & Generations Application Development 3.0 - 1996
· Hartford State Technical College, Computer Competency
· Western New England College, Electrical Engineering

Certifications
See above


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