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Bruce_Stough (ID: 581471)
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Programming & Databases
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Earnings (Year):
$0
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Summary
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| Member Since: |
July 13, 2005 | 0 quotes in last 30 days
| Last Signed in: June 17, 2011
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| Location: |
Fort Lupton, Colorado | United States |
| Would work on site: |
Yes |
| Earnings (All Time): |
$0 |
Earnings by Skill (Year): |
| Programming & Databases |
$0 |
| IT Training |
$0 |
| Other - Technology Projects |
$0 |
| Programming |
$0 |
| Telephony Applications |
$0 |
| Testing & QA |
$0 |
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Feedback |
| Rate: |
Min. Rate: $60.00 | Min. Budget: $0.00 |
Work Terms |
| Industries: |
Energy, Finance, Technology & Internet, Telecommunications, Utilities |
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Highlights
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Qualifications
Ten years of experience as a Programmer/Analyst, Systems Administrator, and Technical Support Specialist. Background includes eight years of System Design, Programming, and Support of business applications using Genesys CTI, Voice XML, Cisco ICM, Lucent G3si / G3r ACD, Meridian Hicom 300e ACD, Visual C++, Visual Basic, Siebel CRM, Power Builder, and People Soft Apps. Stable dependable professional with solid organizational, communication, and interpersonal skills.
CTI Consultant, BNG Services, Denver CO
March 2001 – Present
BNG Services is my own CRM / CTI consulting firm that I have been operating since March of 2001. My firm has been responsible for a multitude of successful Genesys implementations and CRM integration efforts, with a continuing effort towards quality of work. Below is a breakdown of projects my firm has contributed to.
CTI Developer, SBC Communications, Chicago IL
August 2004 – Present
Provide desktop soft phone development of 5 soft phone applications that are currently deployed to over 3500 users. Utilizes C++, VB, and Java to code enhancements and develop bug fixes for custom in house soft phone applications. Monitors and troubleshoots problem report tickets at the tier 3 level. Provides documented design specs to resolve found bugs and develops fixes to code. Responsible for the testing of all desktop applications to the windows XP platform ( conversion from NT 2000 ). Assists in the successful regression testing and deployment of application to desktop users.
CTI Consultant Technical Lead, NY Times, New York NY
June 2004 – July 2004
Performed analysis and submitted documentation of existing telephony and CTI infrastructure. Evaluated possible strategies for migration to Genesys CTI and provided technical guidance for the implementation process. Designed architecture for the approved implementation plan to include integration into the existing production and development infrastructure. Evaluated and designed integration efforts into existing TN3270 and Siebel Desktop Clients.
Senior Developer, Anthem Insurance, Denver CO
March 2004 – May 2004
Design and development of existing Edify Voice XML Applications to cover the emergence of Nevada territories into the Blue Cross / Blue Shield coverage. Extend existing AMISYS (Mainframe) data into FACETS (COTS) structure. Modify Edify Voice XML Applications to recognize different data points and consolidate data retrieval. Extend new data into Genesys integration points. Create new integration point into FACETS application to perform complex screen pops based upon Subscriber Info, System Availability and Subscriber selection within Edify IVR.
Project Lead, Aetna Insurance, Hartford CT
February 2004 – March 2004
Responsible for overall architecture and design of ASD (Application System Development) application, and project team lead for eight separate technical teams. Drive design sessions in order to coordinate design efforts between teams. Coordinate high-level design meetings and draft design according to business rules. Evaluate available technology for feasibility and reliability. Create architecture diagrams according to design suggestions
CTI Consultant, The Longaberger Company, Columbus OH
July 2002 – March 2003
Designed Architecture and integration of Genesys 6.5 Suite of products to a Siemens Hicom 300 Switch consisting of Configuration Management Environment, Solution Control Services, Real time and Historical Reporting, Routing Control, and Voice Treatment Services. Encapsulated data collection from within Brite IVR and delivery to People Soft CRM Product. Developed Java Server component to create People Soft interaction during AWE Inbound Cycle. Installed Internet Contact Suite and developed complicated routing strategies that adhered to defined business practices, integrated data lookup, and routed to skill based targets. Continued development of Event Tracker debugging tool in Visual C++. Install Voice Treatment Services and developed custom extensible action (VTO data lookup) utilizing Visual C++.
CTI Consultant, CITI Cards, Irving TX
March 2002 – July 2002
Develop CTI Desktop Soft Phone using Geotel / Cisco ICM API utilizing both Client and Desktop Control Server API’s ( Visual Basic 6.0 and Visual C++ 6.0 ). Created custom Data Control DLL to integrate off site Network IVR to Sybase Data Server. Created SQL procedures and scripts for data delivery to IVR. Integrated custom screen pops into customer records screens using Power Builder ( PB 7.0). Assisted in the design of ICM architecture. Design of customer confirmation system (queued call delivered to customer and optionally passed back to agent).
CTI Consultant, Texas Utilities, Richardson TX
March 2001 – March 2002
Perform design and integration of Genesys Suite of products to an Avaya Definity G3R Switch. Develop custom server and desktop applications for Siebel / Genesys Integration using VC++ and VB. Design and implement custom Routing Strategies using Universal Router and custom code development. Engineer and maintain the architect for integration between Siebel, Genesys, and custom code required to deliver the functional end product to client. Developed and coded custom debugging utility to facilitate faster troubleshooting turn around time. Developed custom server component to extend transformation and aggregation process between Siebel and other disparate data sources (E-Way / E-Gate process). Designed and implemented last agent touched feature utilizing Custom developed components, SQL procedure (Oracle), and Genesys Universal Router. Developed custom debugging aid for Genesys event viewing utilizing VC++ and MFC. Developed Edify/Genesys Interface Server utilizing VC++, VB, and COM/DCOM libraries. Developed Custom Soft phone applications using VB, and Siebel Soft Phone using VBScript. Develop documentation to facilitate code hand off.
CTI Application Engineer / Developer, Blue Hammock Consulting, Pittsburgh PA
November 2000 – March 2001
Perform Pre-Sales support and analysis. Interact with clients to determine best possible Genesys solutions. Develop front-end desktop solutions for Genesys Suite. Take customer and client expectations and create a custom CTI desktop application that meets the needs. Evaluate existing technologies and determine best course of integration needs into the Genesys Suites.
CTI Application Engineer / Developer, Genesys Engineering Services, San Francisco CA
September 1999 – September 2000
Responsible for design, test, and implementation of custom application based on the Genesys Framework utilizing Visual C++, Visual Basic, and Genesys API.. Design of custom COM, DCOM and DLL wrappers for the Genesys TLIB in order to incorporate CTI functionality into third party products. Coding for custom front-end screen pops using Visual C++ and Visual Basic according to customer specifications. Design and install the Genesys Framework onto customer machines. Creates custom extensions to base product for added functionality. Involved in the base development for Sprint PCS project, incorporating GDI functionality form Sprint Cell Network to Local Switching. Create custom application for Sprint CSG that extends the Genesys Internet Suite Email functionality for reporting. This involved a combination of Custom DLL's, SQL development and custom apps. Created custom DLL to allow screen pops on Onyx forms on calls being routed by a Visual Voice IVR application. Create Email Campaign application based on Genesys Internet Suite. Still in progress, but involves custom DCOM components, SQL application, and modifying screen pops to handle new media type.
Geotel (Cisco ICM) Engineer / Developer Administrator- AT&T Network Management Service Center, Englewood CO
March 1995 – September 1999
Designed and prepared Geotel ICR installations according to customer specifications. Performed Geotel installations at customer sites.
Design and installation of an NIS+ domain consisting of one root domain and two sub-domains for use by internal and external customers. Creating C shell and Korn shell scripts for user logons, backup procedures, and custom command line user interfaces. Implementing scheduled backups of remote servers and workstations. Responsible for the installation, maintenance and availability of the AT&T Network Management Service Center (NMSC) lab consisting of 30 PCs running NT4.0, NT3.51 and WIN95. Installed and configured new NT4.0 Domain to administer end-users security needs. Performed administration functions to move users from an existing NT351 Domain to a physical building move.
Performed Logistics Analysis during move to ensure that end-user needs were met during physical layout and design of new building. Maintain existing 10BT LAN and various WAN connections to insure reliability of customer and technician accessibility to over 50 SUN workstations. Maintain network configuration and assist in troubleshooting hardware failures when connectivity is lost. Installed dial up services utilizing a Cisco 2511 Access Server and US Robotics 56 modems.
Designed, Developed and implemented new NMSC Manager tool utilizing Visual Basic 5.0 and existing MS Access database in an effort to integrate existing data and platforms into a consolidated data access tool. NMSC manager is a tool that allows all technicians to access AT&T directory, internal trouble reporting system and external customer care data. Designed and installed new Email system utilizing existing WAN/LAN connections and dial up services. Utilized MS Exchange version 5.5 for Email backbone. Installed TCP/IP, MS Mail, and POP3 connectors to allow end users flexible alternatives to accessing mail system. Planned and implemented Exchange client roll out to 30+ desktops, 15 laptops and provided support for 50+ home bas
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Skills
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| Years of Experience: |
No information provided |
| Highest degree: |
Bachelor's Degree |
| Software Skills: |
No information provided |
| Additional Skills: |
Genesys Telephony Development
Cisco ICM Development
Call Center Design |
| Tested Skills: |
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| The Freelancer has not taken any Skill Tests. |
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Work Terms
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No information provided
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Global Region
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| Country: |
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United States |
| GMT: |
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(GMT-06:00) Central America |
| Local Time: |
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2:41 PM |
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