PROFESSIONAL EXPERIENCE:

Confidential

Systems Analyst/Project Manager

Responsibilities:

• Project Management and Analysis of Contact Center healthcare - related applications (new/renewing business, Health Care Reform, PCI Compliant Payments, various & multiple IVR and telephony changes to support everyday operations, call recording changes) Requirements gathering, creation of functional design documents and project plans; leading kick-off and on-going project meetings. This included Voice User Interface (VUI) and User Experience (UX) analysis.

Tools: /Processes: SDLC Methodology, MS Project, MS Excel, MS Word, SharePoint, Rational ReqPro, Agile, Business Requirements Documents (BRD), Joint Application Design (JAD) sessions

Confidential - Simi Valley and Irvine, CA

Senior Operations Consultant

Responsibilities:

• Business Analysis, Design, and Project Management of Interactive Voice Response (IVR) applications for Mortgage and Auto related insurance servicing. . This included VUI and UX analysis.
• Support of everyday operations associated with IVR/inbound calls to the Confidential Insurance Servicing call center organizations ClickFox Analytics Tool use,, and support; the ClickFox tool was used for standard IVR metrics, and additional analytics and detailed reporting Requirements gathering, creation of high level call flows, and publishing of business requirements documents with Confidential Call Center Operations and Servicer Account Managers; all requirements gathering, and documentation presentation and approval was done remotely Review and project planning of requirements with Confidential and Confidential software development and support organizations

Confidential - Broomfield, CO

Telecom Analyst

Responsibilities:

• Analysis of and research associated with documents for telecommunications intellectual property litigation; it included documents from 10+ companies, and the Contact Center systems as they existed from approximately . The documents included call flows, technical, business and financial information, deposition transcripts, and emails. SQL queries of scanned documents, and custom reporting was used to research and document the findings.

Confidential - Littleton, CO

Sr. Telephony Technical Analyst

Responsibilities:

• Project Management and Analysis for existing Call Center components
• Documentation, Analysis, and for transition of existing call center components to the Aspect Unified IP; the documentation included originating a Visio document of the existing and mostly undocumented IVR system using C++ code, partial voice prompt lists, and listening to the IVR itself Analysis of existing and new data (3270,various relational databases, Web services) for integration and/or continued access with the new Aspect call center system; analysis of custom call center related software tools for customer service agent data display, and relevancy for the new call center system

Confidential - Denver, CO

Lead IT Project Manager/Consultant

Responsibilities:

• Project managed the design, development, and implementation of seven custom QWCC - developed IVR applications for external Customers: English and Spanish speech recognition application for mortgage banking; ID Theft registration and validation system for the State of OH; Pharmacy and HR applications Kaiser Permanente; Student financial aid system for the State of CA; Entertainment application for an NFL football team; Speech-enabled catalog ordering application. Activities also included active involvement in VUI and UX analysis. Project managed the implementation of three Customer-developed IVR applications for use on QWCC s Genesys Voice Platform (GVP); project managed administrative graphical web interfaces for IVR applications
• Acted as the primary contact for various Qwest and Customer organizations to ensure complete telephony integration, including toll-free provisioning/cut-over, CTI integration, and interfacing with local exchange carriers Technology/Software: Genesys Voice Platform, Nuance OSR, OSDMs and TTS (English and Spanish), VXML, ASP.net, various SQL-based database systems, Qwest s EZ Route and Call Routing Tool software; MS Project, Word, Excel, PowerPoint, Visio, BRD, JAD Mentored a new project manager Managed geographically dispersed and primarily remote project teams

Confidential - Basking Ridge, NJ

IT Architecture Consultant/Manager (Employee, on-sit e)

Responsibilities:

• Managed the application design effort for the first release of a new speech recognition telephone self - service IVR system based on VXML using Tellme Network s services. The system continues to provide medical claims and benefits information and self-service transactions for plan participants and medical professionals; the fully completed system replaced an existing touch-tone Avaya Conversant IVR system.
• This first phase of the system was released in July 2003, as expected.
• Refined and authored system requirements with the Uniprise business partners. This included VUI and UX analysis.
• Reviewed the user interface design/call flow created by Tellme Networks; coauthored the application design document
• Created a test system for the existing Customer Telephone Self Service touch-tone Avaya IVR application
• Managed the testing process (Unit/System/UAT)
• Interviewed potential new employees for addition to the Voice Technologies team

Technology/Software: OOAD, Java/J2EE, Struts, VXML, a UnitedHealth Technologies Java-based VXML Toolkit API/Data Framework, WebSphere, and Tellme’s Speech Recognition Technology; Rational ClearCase and ClearQuest and Mercury Interactive’s TestDirector; Avaya’s ScriptBuilder, Voice@Work, and TAS; SQL Server, MQSeries, PBXs, and CISCO’s ICM

Confidential - Englewood, CO

IVR Technical Trainer/Instructional Designer/Consultant (Contractor, Primarily Home-based)

Responsibilities:

• Developed and tested technical material for the Script Builder, Voice@Work, and TAS IVR application development tools; the proprietary tools include a UNIX - based menu and command interface, a PC-based Object Oriented interface and a C programming language API for data access. Project managed the development and testing effort.
• Delivered Train-the-Trainer and on-going classes for Avaya's domestic and international Customers and instructors for the Script Builder and Voice@Work tools, the ORACLE database system/SQL, and user interface/call flow design; included delivering at centers

Confidential - Des Moines, IA

IVR Software Consultant (Contractor, Home-based in CO)

Responsibilities:

• Implemented a new pay - by-phone IVR application for Confidential -serviced home mortgage holders to allow for payment of monthly mortgage payments via a deduction from a checking or savings account. The application was written using Avaya's Script Builder software on a CONVERSANT platform with data interfaces to ORACLE tables and 3270 Host screen data; documented the new IVR application and changes to the existing IVR applications for knowledge transfer and of a new employee
• Created a detailed design document, including calls flows, software development and testing approach, sample code, and recommendations for implementation and on-going support. This included VUI and UX analysis to ensure similarity of functionality with a new CSR GUI interface.

Confidential - Los Angeles, CA

IVR Software Consultant (Contractor, Home-based in CO)

Responsibilities:

• Provided assistance for vendor evaluation for a new IVR/VRU project and performed troubleshooting; provided problem resolution for the ORACLE database system for the Mileage Plus Conversant IVR/VRU and evaluated the existing MileagePlus Script Builder application for enhancements and maintainability

Confidential - Denver, CO; Bridgewater, NJ

IVR Software Consultant (Contractor, based in CO)

Responsibilities:

• Performed project management/planning, programming, testing, and implementation of a large mutual fund IVR using Lucent s Script Builder product with a data interface to ORACLE tables and 3270 Host screen data
• Created a detailed design document, including calls flows, software development and testing approach, sample code, and recommendations for implementation and on-going support

Confidential - Denver, CO

Software Consultant

Responsibilities:

• Designed, coded, tested and successfully implemented a C - based server system to allow an object-oriented database system to interface with and be displayed with multi-database, multi-hardware platform database reporting product. Installed, configured, and managed the server system and its associated back-end database; performed software
• Qualified the server to run with Report Writer client using Windows,Sun Solaris and HP/UX operating systems

Confidential - Englewood, CO

Account Consultant/Manager (Employee)

Responsibilities:

• Generated, as the lead member of a team, custom UNIX - based CTI/IVR software business; negotiated pricing
• Directly responsible for new and follow-on business and customer satisfaction for a insurance company and a mutual fund company, for inbound, outbound, and blended call center applications; implemented multiple CTI/IVR systems from proposal development through deployment and ongoing support