Customer Service Developer

Robert M. Stagmier Jr.

Livermore, CA H: 925-***-**** M: 925-***-****

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

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Senior Software Engineer with over 20 years experience in application

design and development for numerous Fortune 500 companies and

government agencies. Excellent designer, developer, and

troubleshooter. Very efficient and quick learner. Consistently rated

a Nortel Top Contributor, delivering zero-defect solutions ahead of

schedule and under-budget. Key skills include:

. Application design and delivery ? Troubleshooting

. Team Leadership ? Customer-facing

TECHNICAL SKILLS

Orchestration Designer, Experience Portal, UNIX/Linux, MPS Developer, SQL,

SIP, Java

PROFESSIONAL EXPERIENCE

Avaya -- (Home Based) Livermore, CA

Senior Application Consultant Avaya Professional Services - 2010 - Present

Designed Interactive Voice Response solutions for numerous Fortune 500

customers, in charge of the full lifecycle of design specification, test

plan, coding, testing, implementation and support.

. Lead Designer of speech-enabled application for major Utility

delivering code ahead of schedule with zero defects, among many

other projects

. Developed and presented training courses on Experience Portal and

Orchestration Designer remotely and on-site to end-users, receiving

many unsolicited comments of praise

. Avaya 3305 Certified on Avaya Aura Experience Portal with POM

Implementation and Maintenance

Avaya / Nortel - San Ramon, CA

UM2000 - Senior Project Leader - 2008 - 2010

Designed, installed, configured and supported unified voice mail systems,

using Nortel's UM2000 application, for several Fortune 200 companies and

state and federal agencies, involving 10,000+ subscribers at each site

and replacing up to 80 separate voice mail servers with a single system.

. Managed an internationally dispersed team's job assignments and

workload to maximize utilization, profitability and employee

satisfaction. Also provided mentoring to new team members.

. Diagnosed product issues on live, production systems in areas

including SIP, SQL and MPS developer.

. Developed and presented multiple training courses remotely, on-site

and internationally to end-users, customers and internal support

staff on troubleshooting and administering the UM2000 product.

. Consistently recognized as a Nortel Top Contributor (top 5% of all

employees based on quality, efficiency, adherence to core values,

etc.)

Nortel (Periphonics) - Pleasanton and San Ramon, CA

Implementation - Senior Project Leader - 2000 - 2008

Developed Interactive Voice Response solutions for numerous Fortune 500

customers, performing the full design lifecycle of design specification,

test plan, coding, testing, implementation and support.

. Lead Designer of speech-enabled application for major Utility and

major US Wireless carrier, delivering code ahead of schedule with

zero defects, leading to many years of continued contracts.

. Rescued several highly escalated projects from the brink of

cancellation and/or suit

. Proactively developed reusable "template" application to speed

development, promote accepted coding standards, aid

maintainability. Developed supporting WEB pages using Perl, HTML

and CGI.

. Consistently a Nortel Top Contributor.

Robert M. Stagmier ********@*******.***

Page 2

Nortel (Northern Telecom) / BNR -- Mtn. View and Santa Clara, CA

IVR Solutions Team / Customer Application Team -- 1994 - 2000

Interactive Voice Response application developer, trainer and consultant

to external customers and technical support to marketing, including

tradeshow demo creation and booth duty.

. Created the concept of Unified Messaging and Multimedia Resource

server, turning it into an award-winning demo application.

. Designed and developed applications using C, inter-process

communications (sockets, semaphores, etc.), CTI, HTML, CGI (using C

and Perl) and Visual C++ using SDK and MFC

. Developed and provided training on Nortel's Open IVR to an

international audience.

Tech Trial and Field Trial Support -- 1994

Twenty-four hour, on-call first contact for problems discovered during

verification and beta testing of Northern Telecom's new software

releases. Diagnosed and resolved problems in as little time as possible,

so that the resolution could make the next issue of software and not

threaten the trial schedule.

EuroISDN and Advice of Charge Testing -- 1993 (Marne-La-Vallee, France)

Supported the Northern Telecom Basic Rate offering during the French Type

Approvals for S0 and T0, diagnosing and resolving problems and defending

implementation.

. Developed the country specific test plan for Nortel's EuroISDN

development by identifying differences between the ETSI and the

individual countries'specifications.

. Developed the test plan for the EuroISDN Advice of Charge

Supplementary Service offering and wrote automated testcases in C,

which were subsequently adopted by the KTL lab in England for

European Advice of Charge Type Approval, with no significant

changes.

ISDN Basic Rate Development -- 1990 - 1993

Implemented the Layer 2 of Northern Telecom's ISDN Basic Rate offering,

using C running on an embedded 68020 processor running psos+ operating

system.

. Analyzed and modified Telenetworks layer 2 network-side code to

work in our application. Added user-side and French protocol

support into the layer 2 code.

. Designed and developed the administration and maintenance entities

of the application.

Emergency Field Support -- 1987 - 1990

Dealt directly with the customer in diagnosing and resolving emergency

customer problems on live, production Northern Telecom Meridian 1

telephone switches.

. Created diagnostic and work-around machine language patches.

. Designed and developed features to aid debugging that run in a time-

sharing, real-time environment.

. Developed and presented classes on debugging techniques and

mentored new developers and acted as consultant to all developers

in the lab. In spare time, designed and developed a Sunview window

application to aid in debugging.

. Team Leader, 1989 - 1990: In addition to the duties listed above:

managed and distributed the workload for the group and dealt with

product management and customer service representatives

EDUCATION

California Polytechnic State University, San Luis Obispo, BS, Computer

Science, cum laude

University of California, Santa Cruz - Certificate in UNIX System

Management and Administration

Professional Sequence Award in Microsoft Windows Programming, Certificate

in Microsoft Windows Programming

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