CTI Architect/Senior Developer/Analyst Resume Example Lockheed Martin

CTI ARCHITECT/SENIOR DEVELOPER/ANALYST

Profile

Software Engineer with full software development life cycle (SDLC) experience in developing web and system applications, COTS software integration, managing and supporting Contact Center technology solutions and operation.

Core Qualifications

System and solution architect
Proficient in programing
System integration
CRM and ITSM

Strong analytical skills
Excellent problem solving and troubleshooting skills
Structured query language (SQL) expert

Technical Skills

Skills	Experience	Total Years	Last Used
ASP, ASP.Net, C#, VB	Advanced	15	2014
Contact Center Solution	Advanced	12	2014
Apache,JSP,Tomcat	Advanced	10	2014
SharePoint (2007, 2010)	Intermediate	3	2014
CRM (Siebel, Microsoft CRM, RightNow)	intermediate	10	2013
ITSM (FootPrints, Remedy, Sevice-Now,Front-Range)	Intermediate	3	2012
Microsoft SQL Server (2005,2008,2012)	Advanced	15	2014
Oracle (7,8,9)	Intermediate	10	2013

Professional Experience

CTI Architect/Senior Developer/AnalystJan 2001 to Current
Lockheed Martin － Gaithersburg/Rockville, MD

Led implantation of Open Source application WSO2 API Manager and Business Activity Monitor (BAM) on Windows Server 2008 in Amazon Web Cloud (AWS). API Manager served as a gateway for throttling and monitoring APIs, users can publish API and control how APIs will be consumed. Active Directory (AD) is configured as a user store for authentication to API Manager.

Migrated financial forecast tool from a form based VB application into a C# web application in Visual Studio 2010. The system allows user to load financial data from different ledgers, using formulas to generate reports for billings and collections forecast, and export report to Excel file for other applications or analysis. The ASP.Net application used JQuery Grid extensively for data visualization, edit and update to mimic Excel functions user experienced in the form application.

Upgraded web applications from SharePoint 2007 to 2010. Installed ShapePoint 2010 Foundation, migrated web applications using database attach option, updated and tested web applications in SharePoint 2010.

Led warehouse fulfillment system migration from Lawson to EII. Mapped processes between Lawson to EII, defined server specifications, designed and implemented integration of the new system that includes EII, SendSuite, CMA and ExtraNet Reports, managed application upgrade for CMA and Extranet Reports, order process automation, data cleaning and migration, unit testing and production cutover.

Led design and development in DNC Helpdesk Application using ASP.Net, MSSQL Server and Siebel. The application provides a tool for Customer Service Representatives (CSR) to research Telemarketer/Seller DNC accounts and system usage history in DNC database in order to respond consumer requests submitted to Siebel.

Led FTC Consumer Information System (CIS) Customer Support development using ASP.NET, MSSQL FAST SharePoint and Footprints. The application was integrated into a SharePoint Portal Consumer Sentinel as a web parts and provided services for view and download tutorials, manage and search FAQs, submit and track issues. Issues were submitted to Footprints for CSR response and updated in the portal when status is changed in Footprints.

Developed FTC Consumer Complain Assistant (https://www.ftccomplaintassistant.gov) web application using ASP.NET, MSSQL, Ajex and Web Service. The website served as a wizard guiding consumers to file complaints. It dynamically determines content of next screen based on user's answer to the questions. The user friendly interface allows user to navigate between steps without losing data already entered. The application was 508 compliant and supports both English and Spanish languages.

Optimized and supported a multi-site Call Center Genesys environment that consisted of 23 servers. The Call Center integrated Genesys, Avaya, NICE and Siebel to provide Inbound Voice, Outbound Voice, IVR, real-time monitoring, Historical Reporting, Siebel agent desktop and NICE recording for 240 agents. Responsible for system security POAM resolution, outage recovery, problem troubleshooting and application patching to ensure the call center operation with minimum down time. Led major system upgrade from Genesys 7.6 to 8.1, resolved configuration and compatibility issues between COTS products through collaboration with professional services from vendors, successfully planned the production cut-over for an issue free system transition.

Developed and deployed Interactive Voice Response (IVR) applications using JSP and VXML in Eclipse for Genesys GVP. The application runs on the voice portal and guides caller through menu options, used caller entered ID to find case status from database through web service, and direct caller to agents based on caller selections.

Researched ITSM (IT Service Management) COTS products in LM I2 Service Desk In-a-Box initiative for program quick startup. Had in-depth evaluation on Service-Now, Remedy, FrontRange and EnterpriseWizard for features and capabilities through installation, configuration and prototype in lab, provided function matrix and solution recommendation for low, medium and high end program needs.

Migrated legacy data entry forms in a CSR desktop application to Siebel CRM to streamline call center workflows, integrated Genesys CTI function with Siebel CRM and reduced call handle time by up to 30%.

Supported RightNow (RNT) CRM application for ComCon in system configuration, CTI integration with screen pop, analytics, custom reporting, business rules and troubleshooting.

Managed a Contact Center that uses Genesys as the core solution to provide CTI and multi-channel functions to more than 20 call centers and 500 agents.

Senior Web DeveloperJan 2000 to Jan 2001
Etensity, Inc － Vienna, VA

Designed and developed portal section of http://www.86.com. 86.com was a B to B E-commerce web site for foodservice industry. It provides restaurants on-line full procurement service with their suppliers. It uses CommerceOne's MarketView to perform procurement functionality. The portal provides a one-stop source for foodservice operators and distributors with sections like market report, chef's table, in the weeds and swinging doors.

Developed web application www.bunk1.com. The website served as an on-line publishing tool that allows camp owners to register to bunk1.com with their camp information and publish their own web site on the bunk1.com.

System Programmer AnalystJan 1999 to Jan 2000
Aspen Systems Corporation － Rockville, MD

Developed Communication Tracking System (CTS) application for project tracking, scheduling, budgeting and reporting using ASP, DHTML, Javascript, SQL Server and Oracle. The application tracks project life cycle from creation, schedule, budget, approval to completion. The application used predefined templates for schedule and budget based on project types, it also allows users dynamically adding schedule steps and budget categories. The application controls content access based on user level after user logged in. Users can search projects based on date, staff, category and status.

Developed NCJRS acquisition system application that handles the cycle of library document online processing with built-in spell check, email and reports using Crystal Reports.

Research ScientistJan 1996 to Jan 1999
North Carolina State University － Raleigh, NC

Designed and developed an automation application for MOCVD thin film growth system, which controls equipment and instruments through RS-232 and GPIB interface, as well as records experiment data on disc. The application was developed using LabView, C and Visual Basic. Developed a reference database program using Microsoft Access and Visual Basic, reference data can be imported/exported between Access and Excel.

Education

Ph.D, Physics1 1996West Virginia University

Physics

B.S, Physics1 1983Xiamen UniversityChinaPhysics

Interests

Sports, music, walking

Skills

ASP.Net, streamline, agile, analyst, Apache, API, Architect, ASP, automation, Avaya, budget, C, Call Center, CIM, CCA, com, CRM, Crystal Report, Crystal Reports, CTI, Computer Telephony Integration, data entry, database, DHTML, documentation, doors, E-commerce, email, ExtraNet, film, forms, gateway, Genesys 7.6, Genesys, HTML5, http, IIS, Information Systems, ISA, IVR, Java, JSP, JavaScript, LabView, Lawson, Lockheed Martin, managing, market, Access, Microsoft Access, C#, Excel, Windows, migration, modeling, Multimedia, NICE, Nortel, OS, Oracle, developer, processes, procurement, programming, quality control, quick, receiving, reporting, Routing, servers, Siebel, MSSQL, MS SQL, SQL Server, SQL, switch, system architect, system configuration, system integration, telephony, troubleshooting, type, upgrades, upgrade, validation, Visual Basic, web applications, web site, Web Developer, workflow analysis, workflow, XML

Additional Information

Genesys Certified Professional 7
Lockheed Martin Qualified Information System Architect (ISA)
Microsoft Certified Processional

Resume Overview

Companies Worked For:

Lockheed Martin
Etensity, Inc
Aspen Systems Corporation
North Carolina State University

School Attended

West Virginia University
Xiamen University

Job Titles Held:

CTI Architect/Senior Developer/Analyst
Senior Web Developer
System Programmer Analyst
Research Scientist

Degrees

Ph.D , Physics 1 1996
B.S , Physics 1 1983

CTI Architect/Senior Developer/Analyst Resume Example

Resume Score: 100%

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