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Customer Service Developer

Orlando, Florida, United States
February 16, 2018

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Robert Birch

Dyntech Consulting 407-***-****)


* ***** ******* **********

* ***** ****** ********* ** Humanify

* ***** ** * ******* Architect for the Convergys Innovation Center

2+ years as a Platform Architect, Team Lead for the Convergys Platform Architecture Group

5+ years Team Lead, Designer, Developer of Scalable Object-Oriented Middleware Platform

3+ years Designer, Developer of Telephony Data Management Systems

Mobile Designer, Developer on many mobile platforms

Middleware and GUI Team Lead

Inventor on nine patents

Proficient in the following technologies:

Languages: Java, JavaScript, CoffeeScript, jQuery, CSS, SASS, Ruby, Rails, Python, SQL, JSP, Servlets, JPA, XML, JSON, Objective C, C/C++

Databases: Oracle, MySQL, PostgreSQL, MongoDB, Redis

Messaging: ActiveMQ, Apollo MQ, RabbitMQ, Stomp, JMS, Sidekiq

Operating Systems: Unix, OS X, Windows, iOS

Network and Protocols: Sockets, TCP/IP, HTTP

Frameworks: Rails, Sinatra, Apache Storm, Bootstrap, J2EE, JPA, Spring, Tomcat

Cloud: AWS, Rackspace, Heroku

SCM: sccs, cvs, svn, git, github

OA&M: Docker, Vagrant, VMware, Parallels, Puppet, Chef, Capistrano, Ansible, Jenkins, Travis-CI,

Log Stash

Certifications: Java Programmer and Developer

Misc: Large Scale Distributed Systems, NLU/ML Technologies


Dyntech Consulting

Intelligent Healthcare Solutions

April 2016 - Present

Bringing bot solutions to medical patient processes and provider office automation.

API AI, Pull String, MotionAI, Sinatra, Memcached, Postgresql, MySQL, Nginx, Sequel, OpenEMR,

AthenaHealth, Docker, AWS

Mobile Applications, Information Automation

April 2012 - Jan 2013

OA&M UI Dashboard and Integration API via REST Services

Ruby on Rails, Sinatra, Redis, Sidekiq, MongoDB, Postgres, Oracle, Twitter Bootstrap, Javascript, HTML 5/ CSS, JQuery, Rabl, Capistrano, RSpec, Apache, Phusion Passenger, Ubuntu, RHEL, Heroku

Senior Software Architect at Humanify

November 2014 - January 2017 (2 years 3 months)

Architect, Design and Build a real-time enterprise customer experience channel personalization solutions

Java 8, Apache Storm, Ruby on Rails 4.2, 5.0.1, Sinatra, Postgres, MongoDB, Apache/NGINX

HTTP Servers, Phusion Passenger, Twitter Bootstrap, Backbone.js, Javascript, SASS, CSS, Swagger,

AWS, Ubuntu, GitHub, Travis-CI, Capistrano, Puppet, Ansible, Jenkins, Docker

noXaos (No Chaos)

August 2012 - March 2016 (3 years 8 months)

Real-time social analytics solutions for Medical, Hospitality and Enterprise Social Products such a

Chatter, Jive, and Yammer.

Ruby on Rails 4, Ruby 2.0, RSpec, JavaScript, Coffee Script, SASS, CSS, Apollo MQ, Sidekiq,

MongoDB, Apex, SOQL, Connected Apps, Adobe Air, NLP, Machine Learning, Ubuntu, Apache, Nginx,

Phusion Passenger, Chef, Monit, Capistrano, AWS

Senior Technical Consultant at Convergys

August 1999 - March 2012 (12 years 8 months)

2001 - 2012 Convergys Innovation Center

Systems Architect working with other architects and product management to innovate and validate

potential software market solutions for our customers

2009 - Present Social Media and Customer Service

Architect, Designer and Developer of a Social Media and Customer Service software solution

2007 – 2010 Storylens

Architect, Designer and Developer of a smart RSS news reader using Natural Language Processing and Machine Learning.

2007 - 2008 Virtual Agents

Architect, Designer, Developer of a Virtual Agent system used to address customer service issues across multiple channels utilizing NLP/NLU technologies

2005 - 2006 Customer Value Realization

Co-Inventor, Architect, Designer, Developer of a system that enables an enterprise to define customer service policies across multiple channels. These policies are implemented according to the lifetime value of the customer to the enterprise

2004 - 2005 Device Based Care

Co-Inventor, Architect, Designer and Developer of a system and a method for providing electronic care (maintenance) on a range of device capabilities using several software networking and distribution strategies

2003 - 2004 Web Services Billing

Co-Inventor, Architect, Designer, Developer of an integrated Web Services Billing Solution

2003 Federated Rights Management System Co-Inventor of a system and a method for managing billing

and revenue models, utilizing DRM and super distribution

2001 - 2003 Device Based Rating

Co-Inventor, Architect, Designer, Developer of a device based rating solution

1999 - 2001 Convergys Platform Technical Architecture Team

Corporate Platform Architect working with product solution software architects to guide consistent

product System Architectures between solutions. Worked with other architects to evaluate and define

architecture guidelines and solutions for:

Transaction and Batch Architectures

Workflow Architecture

Database Access Architectures

Operation, Administration and Maintenance

Senior Technical Consultant at Convergys

August 1990 - September 1999 (9 years 2 months)

1994 - 1999 Precedent 2000 Middleware Team

1999 Middleware Team Lead

1998 - 1999 An Architect, Designer and Developer on a Distributed Process Management System that

was used to manage the processing of a high-volume backend billing system. Core responsibility of the

Task Management subsystem.

1995 - 1997 An Architect, Designer, Developer of an Object Oriented Scalable Transactional Middleware


1995 Designer, Developer of Computer Telephony Integration solution

1992 - 1994 Telephony Management System (TMS)

1993-1994 GUI Team Lead

1992 -1993 Designer, Developer of the Billing Data Manage Subsystem Network Polling Processes

1990 - 1992 Integrated Communication Environment (ICE-9)

Developer of network data collectors and file transfer programs to collect, reformat, manage network usage

Technical Staff at Harris Corporation (Computer Systems Division)

March 1983 - August 1990 (7 years 6 months)


Total Technical Institute

Diploma, Computer Hardware Technology, 1981 - 1983

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