Garald Suazo

Full Stack Developer - Telephony

Profile

A self-directed professional with extensive experience in user-training, technical support, system design, and project management. Demonstrated expertise in analyzing and implementing cost effective IT solutions to meet diverse business and operational needs. Proven success in coordinating system installation, end-user training and maintenance. Dedicated team-player with excellent organizational, analytical, and interpersonal skills. Subject Matter Expert and trusted advisor skilled in research, analysis and examination of company technology and standard operating procedures. Interface and collaborate with clients and internal team members, providing consultative enhancement recommendations based on industry research. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with strategic goals.

Employment History

Full Stack Developer / Telephony Engineer / Reporting Analyst at Multiple Contractors, Tulsa, Ok

February 2017 — August 2023

●Contractor as a full stack developer for CarMax, Delta Dental of Michigan, IBM, Meijer, Verizon, US Department of Labor, and US Patent and Trademark Office

●Telephony platforms included Avaya, Cisco, Genesys PureCloud, and NICE inContact

●Monitored system performance, identified potential issues, and implemented corrective action to prevent outages

●Troubleshot and resolved complex system and application issues, resulting in an improved user experience in a SIP voice environment utilizing both SIP handsets and SIP USB headsets

●Maintenance of media servers, VXML servers, SIP gateways, and SBC equipment

●Conducted root cause analysis to identify and resolve process-related issues, resulting in improved process efficiency and cost savings

●Experience with configurations and maintenance of Genesys workforce management and Genesys voice analytics including setting up IVR and agent phrase and voice inflections to create rules and reporting

●Experience with server virtualization including Hyper-V and VMware including cloning, maintenance, and sizing

●Experience with Genesys platform running on AWS in both inbound and outbound environments with 100% CCaaS or hybrid scenarios

●Experience CCaaS data retrieval, log retrieval, and disaster recovery options and layouts

●Extensive background in SIP trucking and remote agent call routing in cloud-based systems using both cloud and on-premise SBCs

●Expertise with call recording systems including configuration, maintenance, and security

●System development of IVR and ACD routing applications. System development was on both CX and non CX environments

●VXML development using JavaScript and PHP for self-service and payment voice applications

●Google Dialogflow CX utilizing intent, context, and web hooks with ASR, TTS, and API to create natural voice IVR and chat applications. Applications included self-help, payment and fax back applications

●Experience with Nuance and Amazon ASR and TTS plus grammar development to fine tune voice applications

●Development and maintenance of code written in C# and Java to create REST web service applications

●Development utilizing Iclib, DevCast, OAuth, and Salesforce APIs for customer CRMs and screen pop. Integration of token API and payment API tool kits

●Worked with Plum Fuse and Plum Dev with Stripe API to create payment voice applications

●Third-party interrogations with SAP BI and Crystal reports plus Salesforce. Additional reporting experience included integration of Tableau for real statistics

●Collaborated with cross-functional teams to ensure accurate multi-call center reporting

●Converted and created multiple scheduled reports for The United States Department of Labor Call Center to SAP BI for key call center ACD, agent metric, KPI, government and compliance standards reporting plus analysis of forecasting used on The Department of Labors official web site

●Developed stored procedures and triggers for reporting accuracy and speed

●Created custom reports for agent score cards, ACD, IVR, and workforce management.

●Analyzed market trends and identified potential new business opportunities, resulting in the successful launch of a new product line

●Led a cross-functional team to develop a customer experience roadmap that improved customer satisfaction by 40% using workforce management and KPI models.

●Created a dashboard that visually represented key business metrics in real-time, allowing for quick and informed decision-making by management

●Utilized cloud computing technologies to reduce overall infrastructure costs by 33%

Senior Telephony Engineer at Frontpoint Security, Vienna, VA

July 2016 — December 2016

●Reviewed project specifications and designed technology solutions that met or exceeded performance expectations

●Wrote highly maintainable, solid code for software system, forming core framework and earning consistent praise from subsequent developers since initial version.

●Revised, modularization and updated old code bases to modern development standards, reducing operating costs and improving functionality

●Communicated with third-party product owners to illustrate deficits and bottlenecks within existing software

●Collaborated with business unit team members to design new applications system to enhance client requirements for mobile computing capabilities

●Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.

●Created procedures for system monitoring, recovery, backup and optimization.

●Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities

●Support, installation, and training of Interactive Intelligence system and components.

●Responsible for install and upgrade project, support to multiple customers, and training.

●Provide network, CIC component, Genesys PureCloud (AWS), and third-party component best practice through support and documentation

●Improved operations through consistent hard work and dedication

●Identified issues, analyzed information and provided solutions to problems

Senior Telephony Engineer at InteractionConnect, Lewisville, TX

February 2014 — March 2016

●Controlled engineering activities to maintain work standards, adhere to timelines and meet quality assurance targets

●Determined project specifications by thoroughly studying performance standards, requirements and technical studies

●Technical lead and team member on several CIC 3.0 and 4.0 implementation including Dialer, Optimizer, CRM integrations. Asterix nitration with small business call centers and overseas business entities

●Contracted to provide installation and configuration of new equipment including Media Server, digital and analog AudioCodes gateways, and speech recognition.

●Network assessment and consulting to ensure correct QoS and VLAN configuration on customer network LAN and WAN environments

●Custom I3 Client, Supervisor, and Dialer applications utilizing IceLib, C#, and Visual Basic .Net

●·Ability to customize CIC Web Chat and Web Clients.

●Web services to integrate with third party systems for data retrieval for screen pop and IVR

●New IVR development and design to provide precise call routing to customer main contact centers and remote call centers.

●Crystal report development deploying custom call routing, skill routing, and ACD reporting

●·IVR call flow documentation

●Discussed project progress with customers, collected feedback on different stages and directly addressed concerns

●Managed on-site evaluations, internal audits and customer surveys

●Resolved conflicts and negotiated mutually beneficial agreements between parties

Telephony Implementation Engineer at Inteletry, Carmel-by-the-Sea, CA

September 2009 — December 2014

●Investigated and identified the root cause of customer issues and provided detailed reports to stakeholders

●Supported the development and testing of new software applications, ensuring a smooth transition to production

●Led a team of IT professionals to successfully implement a major technology upgrade within budget and on schedule for CIC, Genesys PureCloud, and Cisco telephony platforms

●Created and maintained detailed network documentation, including network diagrams and device configurations for voice QoS

●Implemented and deployed multiple SIP gateways, media servers, and SBS on various LAN/WAN environments

●Development of and design of complicated IVR application for healthcare, finance, and retail.

●Utilized third-party libraries to quickly add features to the application like OAuth and Salesforce APIs

●Developed project plans that included timelines, milestones, and resource allocation to ensure successful project completion

Education

Criminal Science, American InterContinental University, Schaumburg, IL

September 2009 — November 2022

Details

Tulsa, United States, 571-***-****

ad2eri@r.postjobfree.com

Links

LinkedIn

Skills

Effective Time Management

Critical thinking and problem solving

Avaya, Cisco Genesys PureCloud, and Nice inContact

Documented network layer of all telephony systems

Telephony Development (IVR and ACD Routing)

Database (Microsoft SQL and Oracle)

Reporting (SAP Crystal reports) and Tableau

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