Software Engineer Customer
Resume:
Peter A. Mazzenga
Denver, CO *****
www.linkedin.com/in/petemazzenga
********@*******.***
Objective
To find the right opportunity that leverages my extensive experience and skill developing, testing, documenting and
supporting high quality software products on Unix/Linux platforms that surprise and delight the customer.
Summary
Experienced in all phases of product development from requirements, design and documentation through testing,
release, deployment and support. Fully versed in SDLC. Teaming, collaborate work style.
• Knows what it takes to get a quality job done and out the door.
Tenacious problem solver. Proven capability in complex troubleshooting and root cause analysis and
•
resolution, with direct 24/7 tier 4 customer support experience. Committed to customer satisfaction.
• Additional skills and experience include manual & automated testing, producing internal, support-level and
user documentation, shell script languages, utilities and techniques.
• Always ready for new challenges.
Professional Experience
Apex Systems, Denver, CO Telecom Analyst (Contract, Comcast) Feb 2013- July 2013
Successfully re-administered client's diverse corporate Avaya telecom network, preparing it for consolidation from
many call servers down to two, allowing client to save thousands in monthly maintenance fees. “Heads-down”
exhaustive analysis of thousands of existing call center routing translations, TFNs, and traffic patterns on live
systems. Heavy-duty data gathering and number crunching using Excel, SQL and similar tools.
Avaya, Denver, CO Software Engineer III 2009 - 2012
Developed new Call Center features and capabilities on Avaya's leading communication server product, extending
product's lifetime, improving its marketability and desirability.
• Integrated several market-critical customer-requested new call center features into massive legacy code base
while preserving existing functionality and performance (CPU, memory usage and realtime response).
• Boosted customer satisfaction and maintained contractual escalation SLA times by developing, testing,
documenting and delivering many patches for diverse legacy product field problems.
• Back-ported several newer call center features to older releases, protecting customer investment and
growing the customer's perception of product quality and value.
• Programmed in "C" and "C++" on commodity hardware running Red Hat Linux.
Avaya, Denver, CO "Backbone" Remote Field Support 2008 - 2009
Provided 24/7 upper-tier support for Avaya's premium voicemail product. My unique expertise and experience as
product's developer enabled rapid resolution of critical customer escalations, enhancing customer's satisfaction and
perception of service quality. Included onsite product installation/update and verification.
• Partnered directly with customers to develop, schedule and deploy numerous custom feature and bug-fix
solutions, meeting urgent customer needs and fulfilling contracted SLA times.
• Mentored and educated tier 3 support engineers, deepening their product knowledge, expanding their skill
sets and confidence, increasing their problem identification/resolution capability.
• Efforts included creating deep-dive documentation as well as extensive one on one tutoring.
Peter A. Mazzenga 303-***-**** Page 2
Avaya, Denver, CO Tier IV Software Engineer 2002-2008
Directly supported voicemail product I had developed, responding 24/7 to critical customer "system-down”
problems and executive escalations. Investigated, coded, tested, documented and deployed hundreds of field fixes
rapidly and successfully, often under severe time pressures and intense customer scrutiny.
• Created and documented many custom “C”, shell and Perl tools for voicemail database access and report
generation in direct response to customer and field support requests, winning sales and customer loyalty
while improving product supportability (many tools still in use today).
• Developed and provided training and documentation for in-country and offshore field support and
development level personnel, enhancing product supportability and problem resolution success rate.
AT&T / Lucent / Avaya, Denver, CO Member, Technical Staff 1993-2002
De-coupled Audix® application software from custom Avaya-only hardware, enabling voicemail to run on
commodity platform. Opened up product to thousands of new non-Avaya customers while dramatically cutting
COGS and allowing product to gracefully and inexpensively evolve with new market technology.
• Developed all-new automated software installation, upgrade and patching suite for voicemail application
server (still in use today). Greatly cut support costs and reduced operator errors while boosting customer's
confidence in a successful upgrade outcome.
• Coded in C, C++ and shell utilities in a SCO Unixware and Red Hat Linux environment.
AT&T Bell Labs, Denver, CO Contractor 1990-1993
Moved Audix® legacy voicemail product from stand-alone cabinet to custom single-board in-PBX circuit pack.
Resulted in a huge COGS and maintenance savings for the company and the customer. All-new cutting-edge object-
oriented process control subsystem coded in C++ (still in use today) supported old application on new hardware.
Other Relevant Professional Experience
• Interactive Systems Boulder, CO; Santa Monica, CA (Software Developer): In-house “C”-compiler project
for Hitachi IBM 370 clone. Coded in IBM assembler.
• AT&T Bell Labs, Denver, CO via Lachman Associates Inc (Contractor): Re-factored existing domestic-only
AT&T PBX software to suit new country-specific hardware, international type approval requirements and
market-driven feature operations. Personally deployed products in Tokyo and Osaka, Japan and London,
UK. Coded in “C” on Unix-like proprietary realtime OS as well as proprietary macro assembler.
• AT&T Bell Labs, Naperville, IL via Lachman Associates Inc (Contractor, Documentation Coordinator):
Created and implemented documentation plan for AT&T's first publicly sold Unix general purpose
computer. Truly a “ground-up” nationwide effort. Drove diverse Bell System entities unfamiliar with
commercial products to get docs produced and out the door in time for product general availability.
Technical Profile
Expert command of "C" & Unix/Linux tools (bash, awk, grep, sed, others). Familiar with
Languages:
C++, various debuggers, TCP/IP usage, ioctl h/w control; some perl, self-taught python.
Many flavors of Unix/Linux on proprietary and commodity hardware.
Platforms:
Familiar with both "Waterfall" and "Agile" development methodologies.
Education
• University of Colorado at Boulder, MS, Computer Science (Master's thesis: AI expert system)
• University of Illinois at Chicago, BS, Mathematics & Computer Science
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