Customer Service Engineer

WILLIAM BREEDLOVE

*********@*****.***

*** ******** ****** 925-***-**** (H)

Pleasant Hill, CA 94523 925-***-**** (C)

SUMMARY

Versatile analyst with over 10 years experience in the financial sector

working with enterprise class web technologies and infrastructure. Strong

analysis, development, and project manangement skills. Ability to multitask

and still meet deadlines in a challenging business environment. A hands-on,

technical savvy team player who excels in dynamic and challenging business

environments with a disciplined, entrepreneurial approach.

EXPERIENCE:

Providian / Washington Mutual, Pleasanton, CA 2000 - 2009

System Analyst - Credit Card Division 2005 - 2009

Worked as system analyst for Enterprise Call Center application (ProphIT),

which served 2,000 customer service representatives in several call

centers. This web application was written in ASP.NET and used SQL Server

2005 and integrated with legacy applications via web services, XML/HTTP,

and portals.

. Worked with business partners in Marketing, Customer Service and

Collections, to clarify business requirements, create workflow

diagrams, use cases and functional specifications.

. Coordinated with Voice teams to integrate CTI into telephony system to

support VRU, Dialers and Call Recording services.

. Supported software releases for web based enterprise call center

application, coordinating with business users, development teams and

server engineers to provide pre and post implementation support

. Provided status updates and presented concept briefs to senior

management.

. Responsible for setting up integration testing with internal and

external web services and portal sites.

. Collaborated with UAT, software development and server support teams

to resolve application defects in the Q/A environment.

Team Lead for Utilities Group 2000 - 2005

Led a cross functional team lead, building several enterprise tools and

utilities projects. Collaborated with Application and Data architects, Unix

and MQ engineers, and developers to design, build, and implement a data

service layer that was used by all of the applications in the enterprise.

. Led design and implementation of an Enterprise Data Service Layer

(using J2EE and web services) that provided a centralized, secure,

configurable, scalable access to account data. The resulting design

provided significant cost savings due to the tiered pricing and became

the corporate standard.

. Directed design and build of a batch File Transfer Utility (Java

based). Resulting application provided centralized control and met

user requirements for speed and the ability to reconcile number of

records and dollar amounts.

. Designed, built and deployed a SOA service that provided a transaction

based interface (Post and forget) into a batch File Transfer system.

ITS Consulting, San Ramon, CA 1996 - 2000

Application Developer, Contractor at Providian

. Worked as a developer on a custom call center application CARS and

other Customer Service front end and back end projects. Tools Used:

Visual Basic, C/C++, Java, Perl

Comtech Mobile Telephone 1995 - 1996

Application Developer

. Worked as software developer responsible for maintaining and enhancing

their billing system. Tools: C/C++, Neuron Data Cross Platform

Libraries

Neuron Data, Palo Alto, CA 1994 - 1995

Technical Support and Q/A Engineer

. Provided telephone support for the various cross platform tools

. Wrote test cases, performed system and regression testing on the Open

Elements product line as Q/A Engineer.

EDUCATION

Information Science, San Francisco State University,

San Francisco, CA

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