Resume of IVR Developer/Analyst

Title
IVR Developer/Analyst

Primary Skills
PeriPro, VRAM, Nuance vBuilder, Financial Advisor, Nuance grammar development, etc.

Location
US-CA-Walnut Creek

Posted
May-29-07

SUMMARY
Customer-focused IT professional, expert in leading and contributing to projects designed to enhance system functionality and end-user productivity. Acknowledged for capacity to tackle challenging issues, analyze viable alternatives, and provide innovative solutions that reside well within clients' financial and time frameworks. Persistence, personal integrity, and channeled energies are major strengths consistently cited by managers and clients alike-universally praising team spirit, independent work habits, and the determination to conquer technical challenges.

EXPERIENCE
IVR Developer
Verizon Business, San Francisco, CA 2007
Developer of complex IVR applications using Callbuilder for Fortune 500 customers. Updated databases and audio files. Teamed with business partners to develop call flows and functional specifications.

1999 - 2006
Charles Schwab, San Francisco, CA
Sr. Staff Voice Technology Solutions

Using PeriPro v2.3, developed cutting-edge Voice Trading system with Nuance speech recognition. Supported production interactive response systems. Developed functional specifications from business requirements. Technical lead on several successful projects including state-of-the-art voice recognition system for 1-800-435-4000 (Schwab by Phone). Major contributor in the development of Schwab by Phone. Lead developer for account balances, cashiering and taxes. Developed and maintained Nuance grammars along with extensive experience interfacing with mainframe environments. Utilized PeriPro and VRAM to accomplish the completion of many projects. Technical trainer for offshore and onshore developers. Developed detained training plans for junior developers and QA testers. Worked closely with QA members to develop proper testing plans and required results. Managed their productivity to ensure expected results. Coached their development and documented their results.

Financial Advisor - 1994 - 1999
Prudential Securities, Walnut Creek, CA

Registered securities representative
Employ technical and fundamental financial analysis to identify profitable investments. Manage client expectations. Develop long-term professional relationships with clients. Provide premier service, advice and investment recommendations.

Senior Systems Engineer - 1987 - 1994
Pacific Bell, San Ramon, CA
Develop high profile custom interactive voice response solutions for large Pacific Bell customers. Manage end-to-end application development from defining user requirements to coding, testing, and implementation. Integrate large scale UNIX/Sun call processing systems with legacy systems. Solve intricate telecommunications/network architecture issues in a client server environment. Lead developer on Caltrans' 1-800-427-ROAD. Application is still in use and referenced on several news channels.

EDUCATION
B.S., Business Administration - 1985
San Diego State University

SUMMARY
Skills:

Periphonics PeriPro on VPS/is, Nuance vBuilder, VRAM, Genesys CTI, Excel, MS Word, PowerPoint, Verizon CallBuilder, Nuance grammar development

LICENSES
Series 7 and 63, Prudential Securities, Walnut Creek, 1994

California Insurance License 0B49037

Certifications
See above


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