Experience

VMS BioMarketing

• United States
• Advertising Services
• 100 - 200 Employee

• Senior System Engineer

  • Mar 2023 - Present

  Lead Platform Engineer for Genesys Cloud. Lead Platform Engineer for Genesys Cloud.



Wittij Consulting

• United States
• Information Technology & Services
• 1 - 100 Employee

• Solutions Architect

  • Nov 2022 - Mar 2023



Spruce

• United States
• Real Estate
• 1 - 100 Employee

• Senior System Engineer

  • Jan 2022 - Oct 2022

  Lead Engineer and Platform Owner of entire Genesys Cloud Suite. -Lead developer for inbound call (IVR) and inbound email flows -Work cross functionally with other teams to develop features requiring integration with internal CRM and other platforms -Apply best SRE practices to ensure platform stability in production Lead Engineer and Platform Owner of entire Genesys Cloud Suite. -Lead developer for inbound call (IVR) and inbound email flows -Work cross functionally with other teams to develop features requiring integration with internal CRM and other platforms -Apply best SRE practices to ensure platform stability in production



PNC

• United States
• Financial Services
• 700 & Above Employee

• AVP, Lead Application Engineer

  • Apr 2021 - Dec 2021

  Application lead responsible for maintaining the entire PNC Retail's Contact Center Technology stack. -Lead Engineer responsible for operational maintenance and support for on-premise Genesys Framework 8 and 9 -Advise teams of senior and junior engineers on best practice for SRE and third party integrations within the Genesys Platform as a SME -Created operational runbook for our Genesys platform. Created documentation for senior and junior engineers to maintain HA operationally across the Genesys Platform -Develop and maintain 200+ server stack for on-premise Genesys platform (RHEL6/7 and Windows 2012/2016) via Bash and PowerShell -Advise in a solution architect role in sizing migration to Genesys Cloud. Document best practice for API integrations for both web and telephony applications (Java 1.8+, JS) -Help maintain back-end database for Genesys Informart (Oracle DB) and databases for internall developed applications (Microsoft SQL)



Affirm

• United States
• Financial Services
• 700 & Above Employee

• Lead Systems Architect - Operations

  • Apr 2019 - Apr 2021

  Tech Lead for Servicing Technology within Affirm Operations team. -Lead architect for Customer Engagement Platform (CEP) using Genesys Cloud as CCaaS integrated with in-house Case Management System, acted as main point of contact for support for entire operations group -Lead design and development of RESTful API integrations using Python 3 and JSON for CEP -Lead design and development of IVR self-serve features and optimize ACD routing systems via Genesys Cloud Architect -Worked with Business Intelligence teams to build ETL pipelines from Genesys Cloud to SQL Databases using SQL and Python 3 -Worked with Workforce Management teams to build customized reporting via Looker dashboards and EMite add-on in Genesys Cloud -Worked with Quality Assurance teams to build operational evaluation programs and agent scorecards within Genesys Cloud -Created Business Continuity Plans for the entire operations team in an event of disaster recovery scenario for multiple Windows based environments with BPOs and Unix based environments for the internal operations team



Duquesne Light Company

• United States
• Utilities
• 700 & Above Employee

• Voice Network Engineer I

  • Jul 2016 - Apr 2019

  -Deployed and engineered mobile router network for fleet management via Sierra Wireless MP70, MG90 and AMM platform-maintained internal voice CORNET for telecom (experience in Siemens PBX HiPath 4k, Xpressions voicemail, Cisco CUCM, Gensys Voice Platform, and etc.)-maintained Call Detail Recording systems which include Anchorpoint CDR, Redbox, Infortel ISI-Built release manager for GVP Platform (IVR and URS)-automated reboots for GVP servers and Genesys applications through Powershell. -Configured Genesys platform software for development-Developed callflows and built .vxml files to enhance efficiency and provide more accurate statistics for IVR calls in Composer (Eclipse plugin). Also provided accurate diagrams for changes made in the IVR.-maintained IVR .NET Web services using C#-Provided support to DLC Call Center agents using Genesys applications-Provided support to Operations using IP Tradeboards

• Voice Network Intern/Enterprise Infrastructure

  • Aug 2015 - Jun 2016

  -patch/test IVR callflows and .vxml files with Genesys Composer IDE-update voice/network diagrams through Visio-set up IIS web server to test IVR callflows in a dev environment-data migration with SharePoint 2010

• IT Intern/Enterprise Applications

  • May 2015 - Aug 2015

  -Data migration and Web Analytics through SQL Server 2012-Develop web applications in .NET Framework with Visual Studios through HTML, CSS, and C# using MVC format.-Created stored procs for web applications -used TFS for code repository



PITT OHIO

• United States
• Truck Transportation
• 500 - 600 Employee

• Datacenter/IT&S Intern

  • May 2014 - Aug 2014

  IT&S Data Center intern under EIOS (Emerging Infrastructure and Operations Support) Group. Implement a test site for future knowledge base and documentation purposes using SharePoint 2013 for local hosting and Atlassian Confluence for cloud hosting Worked with EIOS teams: -HelpDesk: Managed tickets via HEAT call center, troubleshoot any hardware/software problems w/in company, RDP via DameWare, imaging and setting up Windows 7 computers, managing Active Directory and MS Exchange accounts, used in-house application called Del Doc to delete documents such as Proof of Delivery, Shuttle Manifests, and etc. for Transportation Services, -Systems: used VMware to provide server profile to locally host Confluence and SharePoint. Used Windows 2008 R2 SP1. -Networking: Helped install and configure Cisco Switches, assign and reserve IP addresses via DHCP, provided new extensions for Cisco VOIPs, -Database: Helped install SQL Server 2008 to enable reporting services for the SharePoint site, used HSQL db for Confluence for trial purposes. Non IT-Related Projects within this internship: Worked with other interns in PITT-OHIO to research and provide solutions to the question: How can PITT-OHIO improve its customer service standards and practices to equal or exceed those organizations known for providing World Class Customer Service?



University of Pittsburgh

• United States
• Higher Education
• 700 & Above Employee

• Web Development Engineer (GBG Web Team)

  • Mar 2014 - May 2014

  Tasked to develop/provide a web design and development services for internal and external users. Includes populating sites through Active Directory and other user database, Content Management through SharePoint, Web Programming with HTML5, CSS, JavaScript and Application Development through SharePoint Developer and Office Web Services. Tasked to develop/provide a web design and development services for internal and external users. Includes populating sites through Active Directory and other user database, Content Management through SharePoint, Web Programming with HTML5, CSS, JavaScript and Application Development through SharePoint Developer and Office Web Services.



TriState Capital Bank

• United States
• Banking
• 300 - 400 Employee

• IT Intern

  • May 2013 - Aug 2013

  I worked as an IT intern, and was tasked to learn and build a corporate intranet site using Microsoft SharePoint 2013 on a SharePoint server farm. I also provided support to various banking related software through help desk. I worked as an IT intern, and was tasked to learn and build a corporate intranet site using Microsoft SharePoint 2013 on a SharePoint server farm. I also provided support to various banking related software through help desk.