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0000 xxxxxx xxxx , xxxx , xxxxx 00000 ▪ (xxx-xxx-xxxx ▪ abc@xyz.com
Call Center Engineering ▪ IT Systems
Well-rounded and energetic IT Professional with 20+ years experience seeks new challenge and opportunity to apply consummate skills toward supporting objectives of a dynamic organization.
♦ Key areas of Expertise ♦
Information Systems
Database Development
Life-Cycle Software Development
Software Solutions
Software Application Development
Tax System Development
Business Development
Business Operations
Call Center Environment
Healthcare Industry
Telecom/Banking Industries
Personnel Management
Leadership and Training
Customer Service
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Professional Profile
Escalate business development through innovative initiatives that increase productivity and revenue growth; exceed goals and objectives
Results-driven with 22 years experience in life-cycle software development of custom software solutions; specialize in design of software applications for Contact Centers including system upgrades and expansions
Organized and detail-oriented; 10 years experience in call flow design, agent monitoring and scorecards, reporting, IVR systems, surveys, and system integrations
Exhibit expertise in system design, development, and implementation; created a fundraising software system and inventory control software system
Self-motivated IT leader with expertise in personnel and workforce management; experience in recruitment, training, and positively motivating team members
Technical Expert who communicates technical and complex information easily and concisely; participated in creation of coding standards for various clients
Demonstrate diagnostic and collaborative problem-solving skills; exhibit proficiency in translating individual needs into responsive, cost-effective business system solutions
Accomplishments include overseeing the architectural design of an entire system; Database Schema, User Interface, Network, Patient Insurance/Claim Processing, Concurrency Rules, Payment Processing, Collections, and Data Warehouse Systems
Successfully launched an ETL solution to process and distribute 200 GB data to 16 locations within an 8 hour window with a cost savings of $200,000 per year
Built Microsoft network infrastructures with multiple nodes, servers, routers, switches, printers, internet connectivity, firewall security, and web/email servers
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Employment History
President and Principal Consultant 03/2003 C Present
J. Michael and Associates, Inc. ▪ City, State
Boost productivity through design and implementation of custom call center applications for healthcare and banking industries
Major Accomplishments
Key player who managed team of 5 developers; designed, developed, and implemented a custom Cisco CTIOS Agent Desktop solution for a call center of 20,000+ agents
Spearheaded an interactive Agent Scorecard System for a call center with 500 agents and near 50 supervisors
Produced a series of Supervisor and Management Dashboards for a global travel call center; successfully developed hundreds of contact center reports
Created multiple CTI OS desktops with a various features including speed dialers, screen, alert and/or message pops, transfer assistance, agent scripts, and reporting stats
Essential member who designed ETL processes integrating business data and Agent Desktop
Demonstrate excellent leadership qualities; presented training materials on how to build reports and CTI applications
Exhibit expertise in Reporting Systems including Real-Time Monitors, and Historical and Data Marts
System Architect 01/2001 C 03/2003
Spanlink Communications ▪ City, State
Maximized operations through design and development of customized call center solutions; Lead team of software engineers in full life-cycle product development including requirements gathering, design specifications, functional specifications, test specifications, and strategic deployment planning
Major Accomplishments
Achieved Managers Award for outstanding customer service, ability to work well with others, and ingenuity to create new products and services
Formulated reporting solutions utilizing Sybase Tools, Java, VB, and VB.Net
Initiated a complete web-based reporting solution which was implemented at various customer sites
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Previous Employment
Architect/Senior Developer, Health Billing Systems ▪ City, State 05/1998 C 01/2001
Senior Developer, CENEX/Harvest States ▪ City, State 06/1997 C 06/1998
Senior Developer, Compuware Corporation ▪ City, State 02/1995 C 06/1997
Developer/Consultant, Shared Resource Management, Inc. ▪ City, State 10/1994 C 02/1995
Software Engineer, Independent Technologies ▪ City, State 01/1989 C 10/1994
Programmer/Analyst, Archdiocese of Minneapolis/Saint Paul ▪ St. Paul, MN 06/1984 C 01/1989
Computer Technician/Programmer, Lee Data Corporation ▪ Eden Praire, MN 04/1983 C 06/1984
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Computer/Technical Skills
Expertise in .NET Development, Visual Studio Development, SQL Studio development, Business Intelligence Development Studio (BIDS), and Sybase Tools Development including Jaguar, EAServer, PowerBuilder, and Sybase SQL Server
Visual Basic, VBA, VB Scripting, VB.NET, Embedded VB for Smart Devices
WebView and Avaya Telecom Technology
Cisco Voice Portal Developer (CVPD), CTI Developer, CUIS Develper
Telecom/Contact Center IT & related Application Development
Proficient in RDBMS; DBA, Developer, Tuner, Troubleshooter, ETL
CORBA, EJB, JSP
Software:
Cisco IPT, UCCE, ICM, IPCC, CTIOS, and IP-IVR
CallManager
CVP Studio
Cisco CUIS/UCCX
Avaya IP Agent, CMS, DMCC, TSAPI
MS Office, Project, Visio, and Access
MS Office Suites 95/97/2000/2003/2007
WebEx
Lotus Notes
Cisco VPN
Transact-SQL
BIDS
ETL
SSIS/SSRS
C#.NET
Powerbuilder/InfoMaker 3.x C11.x
PowerTool
PFC
PowerDesigner
Sybase ASA 6-9 & ASE 4.x-12.5
EAServer/Jaguar 3.X/4.X/5.X/6.X
IIS 4/5/6
Oracle 7.x/8.x
Informix
PL-SQL
smlPortal 3.x/4.x
Crystal Reports 8/8.5/9
ODBC
MDAC
ADO Perl
Java
pcAnywhere
VNC
Job Handler/Scheduler
TestDirector
Magic
Remedy
Microsoft Visual Studio
.NET 2003/2005/2008
Platforms:
Windows 2000/2003 Server
Enterprise Server
Windows 7/XP/98/95/3.x/NT
Citrix
NT Terminal Server
Windows 2000/2003 Terminal Services
AIX
Sun
Programming Languages and Tools:
Basic
FoxPro
PowerBuilder
Visual Basic
Java
Perl
VB.Net/C#.Net
T-SQL
Servers:
Expertly deploy and configure Windows, Exchange, and Citrix servers
MS SQL 6.5/7.0/2000/2005/2008
T-SQL, SSIS, SSRS, SSAS, DTS, BIDS, Procedures, Triggers, and Functions
SQL Studio, Enterprise Manager, Query Analyzer, and Profiler
Red-Gate SQL Tool Belt, AQT, and various other tools
Databases and Schemas:
CallManager and Cisco ICM, CVP, CCM, and CUIS for reporting, monitoring and integration
Education & Professional Development
Computer Technology, Control Data Institute ▪ St. Paul, MN 1983
Certifications
Cisco ICM System Administrator, CVP, CTI, CUIS, IVR Developer, Training the Experts 2002
Microsoft Certified Professional (MCP) Windows 2000 Professional (070-210) DATE
CompTIA A+ Core Hardware, OS Technologies (220-201, 220-202) DATE
Certified PowerBuilder Developer Professional DATE
Additional Training
Cisco Voice Portal Developer (CVPD) 2010
Micorsoft.NET and SQL Server User Groups 2004 C 2006
Minnesota Sybase Developer Tools Conferences Web 2001 C 2006
Java I/Java II Training 2001
Patents
April 1995 Patent 5,410,590: Monitoring System for Remote Devices
July 1997 Patent 5,651,057: Method of communicating data from remote devices
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0000 xxxxxx xxxx , xxxx , xxxxx 00000 ▪ (xxx-xxx-xxxx ▪ abc@xyz.com
[Date]
[Attention Line]
[Organization s Name]
[Address Line 1]
[Address Line 2]
Dear [Insert Name]:
This letter and the enclosed r sum are an expression of my interest in seeking a rewarding position as [IT System Manager] within your organization. I bring 20+ years of valuable experience which makes me an excellent match for your advertised position.
You will gain a dedicated and motivated individual who can communicate well with all levels of the organization. I am able to inspire others to achieve common goals and create innovative solutions to complex problems. Expertise in information technology, software development, system design and management, personnel management, and exceptional customer service are some of my strengths.
I would appreciate the opportunity to meet with you to discuss how my skills and background might fit in with [Organization Name s] current and future needs. Please do not hesitate to contact me for further information or to arrange an interview that best suits your schedule. Thank you for your time and consideration.
Sincerely,
Joe Walsh
Enclosure
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