Project Manager Engineer

Lee E. Bock

**** ****** *****, *******, ************* 01730

Cell Phone: 978-***-****

E-mail: ******@*******.***/**********@*****.***/***.****@*****.***

Summary of Primary Experience/Knowledge:

Non-Technical:

Technical Training (11+ years; computer hardware/software, system troubleshooting, UNIX, SQL, IVR)

Consulting/Implementation (5+ years; telephony, IVR, and fulfillment solutions)

Project Management (10+ years; managed technical/program groups and customer liaison)

Technical Support (10+ years; telephone, IM, e-mail, on-site (‘live’), knowledgebase owner)

Technical Writing (10+ years; design specification, program specifications, system documentation)

Technical (Hands-On):

Communications Development System Programming (5+ years)

IVR (11+ years; design, programming, troubleshooting, teaching, maintenance)

Telephony (7+ years; maintenance, troubleshooting, instructing, implementing)

UNIX (10+ years; maintenance, troubleshooting, instructing, implementing)

Java/JavaScript/XML/XSLT (2+ years; support, troubleshooting, maintenance)

Oracle/PL/SQL (8+ years; maintenance, troubleshooting, instructing)

PC Databases (15+ years; dBase, FoxBase/FoxPro, Clipper, Paradox, MagicPC, Access)

Windows (11+ years; Win3.1, 95, 98/ME, NT, 2000, XP, Vista)

Linux (8+ years; Slackware, Red Hat, Mandrake, SuSE)

Programming Languages (15+ years; Pascal/Turbo Pascal, VB, C, C++, Java)

Chronological History (past ten years):

Training Consultant June, 2008 –April, 2009

Gomez, Lexington, Massachusetts

Trainer, course designer/writer, and SME on major Gomez product lines. Actively developed, wrote, and reviewed course

material; presented over 50 Webinars and taught over 10 in-house classes; instrumental in implementing, documenting, and

training on demonstration systems for Actual XF product line.

Instructional Designer March, 2007 – October, 2007

n2N Commerce, Cambridge, Massachusetts (Closed)

Trainer, course designer/writer, and ‘utility infield’ member of TSQAD (Training, Support, Quality Assurance,

Documentation) department. Filled in as Support Manager until one was hired; performed system testing and automation for

QA, and actively developed, wrote, and reviewed course material and system manuals with Documentation.

Wrote Perl script which took customer-provided CSV files as input and wrote FireWatir scripts which performed functional

equivalent of manual input of hundreds of entries via GUI front end.

Senior Educational Specialist

Envox, Westborough, Massachusetts (Downsized/restructured) September, 2005 – December, 2006

Created, updated, and taught courses for Envox product lines, primarily Envox Communications Development Platform

(CDP); maintained and taught Computer Telephony Application Development Environment (CT ADE) programming and

VoiceXML Studio courses. Conceived, created, wrote, and delivered CDP Advanced Programming course.

Technical Trainer

Captiva Corporation, Waltham/San Diego/San Jose (Downsized/acquired by EMC) March, 2005 – August, 2005

Taught, wrote, and maintained curriculum for Captiva's imaging solutions. Taught first class within three weeks of starting

(with no previous knowledge of products); taught for ten of final fourteen weeks.

Primary product taught was InputAccel, (course material a 300+ PowerPoint slide presentation); expanded repertoire to

advanced integration classes. (Note: Captiva closed its Waltham office in June 2005.)

Lee E. Bock (continued)

Functional Consultant

Yantra Corporation, Tewksbury, Massachusetts (Downsized/acquired by SilverStream) February, 2003 - March, 2004

Implemented software solutions, including requirements and gap analysis, system design, and installation. Assisted

customers in on- and off-site capacities, making and supervising changes as necessary to implement Yantra’s Java systems

using XML/JSP.

Wrote SQL queries and performed C/C++ source code troubleshooting as necessary, and presented Webinar and articles

explaining operation and technical information on company products. Acted as liaison to Off-Shore Development (OSD)

group (India) for software changes and system synchronization.

Adjunct Instructor, Computer Science Department

Quincy College, Quincy, Massachusetts (Seasonal position) September, 2002 - February, 2003

Taught programming (VB, Java, C++, HTML), Microsoft applications, and Web site design. Created computerized grade

tracking system tool used in Quincy College Computer Science Department.

Software Technical Support Engineer

LTX Corporation, Westwood, Massachusetts (Downsized/restructured) March, 2001 - November, 2001

Software and engineering liaison for Technical Support; performing trend analysis and process improvement for Fusion HF

tester proprietary applications and OS on Sun Solaris 2.5+. Extensive work in MySQL on Linux platform, designing and

programming analysis and reporting mechanisms.

Technical Support Engineer

Yantra Corporation, Acton, Massachusetts February, 2000 - March, 2001

Primary ‘librarian,’ knowledge base owner, and documentation liaison for Technical Support. Supported Yantra WMS/DCS

systems running on Windows NT, Sun OS, HP-UX, and AIX using Oracle databases.

Senior Technical Support Engineer

Quintus Corporation, Acton, Massachusetts (Downsized/acquired by Avaya) December, 1998 - September, 1999

Performed troubleshooting, documentation, and training on call center telephony products. Primary contact/SME for UNIX

(SCO, AIX, Solaris), SQL, IVR, and databases (SQL Server, Oracle, Sybase, Informix).

Technical Instructor, Senior Technical Support Engineer, Project Manager, IVR Programmer

Open Development Corporation, Westwood, Massachusetts (Acquired/closed) March, 1995 - October, 1998

Senior Education Specialist for field sites, client sites, and virtually all in-house courses. Designed, wrote, and delivered

courses on Technical Support, IVR Programming and Maintenance, Database Management, Troubleshooting, and System

Operation and Maintenance.

Project Manager for consulting projects and prepaid calling card client. IVR designer and programmer for prepaid calling

card/cellular and voicemail systems, including financial system interfaces.

(The) Senior Technical Support Engineer for all sites. Originated, performed, and documented troubleshooting and repair

procedures, focusing on databases and software interfaces. SME on IVR, Oracle, SQL, UNIX, and Generations.

Other Training Activities

• United States Navy: Taught reading and comprehension skill improvement; taught UYK-20 /43 computer systems

• SIBC-Basil: Taught basic electronics and computer/peripheral troubleshooting and repair to Royal Saudi Navy

United States Navy, 1978 – 1984: Data Systems Technician/SONAR LPO/Diver; Honorable Discharge August 1984

Education: Master’s Degree in Computer Science, LaSalle University, 2002

Notes: Current valid passport and record of vaccination.

Working knowledge of French, Italian, and Chinese (Mandarin).

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