Experience

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  Waterfield Technologies

  • Sr. Development Engineer

    • Nov 2020 - Present

    • Implemented customer IVRs using a Java based custom state machine framework. • Converted a system that was used to report to customer payments that were collected by the IVR from using an outdated version of IIS and MS SQL to Amazon Web Services using a RDS Postgres DB, Node.js lambdas, Rest API gateways, and integrated it with an elastic beanstalk and AWS Cognito for authentication. • Provided project development, customization, installation, training, and support for the Aspect premise solutions.• Provided customization in NodeJS on AWS for API calls into customer database for an IBM Watson chat bot.

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  Us Renal Care

  • Greater Nashville Area, TN

  • .Net Developer

    • Nov 2019 - Jul 2020
    • Greater Nashville Area, TN

    • Maintained and added features to PearlCare user interface using C#, WPF, and Telerik.• Complete Pluralsight training courses on REACT in preparation of transitioning PearlCare to the web.

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  Aspect Software

  • United States
  • Software Development
  • 700 & Above Employee

  • Principal Engineer

    • Jul 2010 - Sep 2019

    • Component Lead for all feature development and sustaining of Unified IP Logging components, which consisted of a C# .Net REST and SOAP Services and client-side C#, C++ and Java based client libraries.• Part of the multi-functional architecture team for Aspect Via.• Developed a client automation tool, using C# .Net and Microsoft Automation, which is used after installation or reboot of a Unified IP to confirm system is up and ready to start dialing.• Using C#, worked on a Visio-like graphical designer tool which is used to create call flow treatments in a voice response system.• Maintained and added features to Aspect Advance List Manager user interface, which is a set of web pages using a combination of PHP, HTML, CSS, and JavaScript.• As SCRUM Master, worked closely with an Agile team distributed across multiple countries and locations• Worked an Open Database Connectivity generic tool using C# .NET and WPF that works with different back end databases such as Sybase, Microsft SQL Server, and Oracle.• Used Git, Clearquest and CVS to merge code branches and followed standard change control procedures.• Worked closely with the documentation team to enhance customer facing user guides. Provided updates that included reviews and new material that was added to the product.• Performed load testing on Unified IP M3 Sever using a node tester script that would test all logical node paths randomly.

  • Senior Technical Support Engineer

    • Apr 2006 - Jul 2010

    • Developed in C#.net 2008 a disaster recovery program which modified Unified IP Enterprise monitors configuration files to point from Production system to Backup System. The application was deployed worldwide using One Touch deployment. The same tool can be used to point to any of the 6 world wide global technical operations production system.• Hosted various weekly customer calls providing current case statuses.• Handled escalation of cases from Global Customer Support Team members for Aspect EnsemblePro and Aspect Unified IP.• Provided onsite customer support.• Provided customized dedicated support for high profile and top ten accounts.• Interacted with Development Engineering on issues escalated on a weekly basis.• Mentored junior team members by assisting with processes, procedures and troubleshooting of cases.• Assisted management with escalations and customer callbacks.• Created Knowledge Base documents to provide reusable technical information to benefit Support Technicians and customers in troubleshooting technical problems.• Served on the Knowledge Base Training and Auditing team to ensure quality of information as well as adherence to form and process.• Trained and coached Global Customer Support in the use of the Knowledge Base.• Assisted in development and delivery of VMWare support training to worldwide Global Customer Support and Advance Global Customer Support teams.

  • Global Customer Support Engineer

    • Apr 2004 - Apr 2006

    • Responsible for end user support of inbound and outbound call center software along with interactive voice response and voice recognition systems.• Troubleshooted telephony, Sybase, M3 Scripting, and windows environments.• Authored trouble shooting documentation for unique scenarios.• Provided on-call support and focus accounts.

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  Nortel Networks

  • System Integration Engineer

    • Jun 1997 - Oct 2001

    Responsible for optimal system performance. Met with international customers and managed project teams to achieve this goal. Made system recommendations and proposals for expansion. Worked closely with sales team for pricing and presentation.

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  SunTrust Bank

  • Return Item Specialist

    • Jun 1993 - Jun 1997

    Worked with bounced checks. Cross trained in various areas including research, signature verification, and ledger balancing. Performed lead functions supporting numerous supervisors and managers. Initiated and completed center wide performance statistics reports for five consecutive months achieving a 100% on-time delivery.