DENA SHAULL

SENIOR SYSTEMS ANALYST ARCHITECT

CONTACT

319-***-****

aditr7@r.postjobfree.com

Dena Shaull

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

Homestead, IA 52236

PROFILE

Proactive, high performing, versatile, detail oriented individual able to design and deliver quality systems and solutions on schedule using structured software practices. Extensive experience working with customers to understand and gather requirements to create software technical solutions to address their needs.

Enjoy working with customers and gaining respect quickly with an up-front communication style and demonstrating results-oriented dedication through on-time high quality project delivery. Consistently able to anticipate and preempt issues before they arise.

SKILLS

TEAM LEADERSHIP

COMMUNICATION

PROJECT MANAGEMENT

VENDOR RELATIONS

CUSTOMER SERVICE

TEST LEAD

TROUBLESHOOTING

DOCUMENTATION

ATTENTION TO DETAIL

ORGANIZED

EXPERIENCE

Senior Systems Architect November 2018 – December 1, 2020

Maximus Federal (Note: My employment has been continuous with one company as I have transitioned with the work as it was acquired by the next company.)

Interactive Voice Response (IVR)/Automatic Call Distribution (ACD) Lead for the United States Census Bureau (USCB) 2020 Decennial Program and Telephony Cost Account Manager.

Actively worked with USCB Government Program Management Office (GPMO) on public facing call flow design and messaging definition for the call routing and IVR systems.

Adapted designs and coordinated communications and successful release delivery when primary software solution and contractor was changed between production phases. Solution successfully replicated with new contractor and delivered on time without delay to original USCB timeframe.

Liaised with subcontractor selected to develop the inbound and outbound-dialer call routing logic and IVR applications to ensure the applications implementation were consistent with defined and USCB approved requirements, as well as performing configuration audit and oversight activities for these solutions.

Led team responsible for testing and validating functionality of applications and environments uptime.

Planned and ensured configuration changes occurred according to the Census public mailing timeline and USCB guidelines.

Actively coordinated work between USCB and external resources to adapt system messaging and call flow logic to sudden and unexpected requirements imposed by the pandemic. Coordinated implementation and post-deployment testing of modifications with no interruption to the highly visible, public facing, Census program.

Led a variety of activities in support of the 2020 Decennial Census including creation and maintenance of public facing call flows and IVR designs, creation of technical System Operating Procedures, white papers, lessons learned documents, testing activities and procedures, call routing and IVR configuration, verbal message standards and language translation documentation, and coordinated receipt and professional voice talent message recordings for the 14 languages of the USCB 2020 Decennial Program.

EDUCATION

BS, Business Administration

Areas: Data Processing / Finance / Management

Truman (Northeast Missouri) State University, Kirksville, MO

Dena Shaull

Senior Systems Architect/Systems Architect October 2011 – October 2018

General Dynamics Information Technology (GDIT)

2020 Decennial USCB IVR – Began by providing support for requirements gathering and IVR backup development tasks. Assumed Primary IVR development role and created full IVR application for Phase 1B using Genesys SpeechStorm. Identified documentation gaps, created consumer facing call flow designs, message list, and a set of key technical documents describing the interactions used throughout the program.

GDIT Customer eXperience Platform (CXP) (multiple programs) – Tasks included analyzing requirements to create new architecture designs for IVR systems, generating customer facing call flow diagrams and interactions, technical and procedural documentation, team member mentoring, testing, and message text generation/recording/editing activities.

Key author providing technical content for the FedRAMP System Security Plan (SSP) for GDIT CXP in support of gaining FedRAMP accreditation.

Key participant in interview process during the audit of the SSP and software solution.

Systems Architect February 2007 – September 2011

Vangent, Inc.

Team lead on the United States Department of Education Federal Student Aid Information Center (FSAIC) IVR system and architect for Customer Interaction Management (CIM) for the Front-End Business Integration (FEBI) program. Responsible for new system design and enhancements, monitoring, routine cyclical system modification activities, ongoing maintenance, and technical guidance to FSAIC Operations Management.

Generation and review of operations documents, customer status reports, authoring white papers, and customer Root Cause Analysis (RCA) documents.

Design, develop, and test new and existing IVR custom applications using both Intervoice InVision Studio for VXML and Genesys Composer 8 IVR VXML development tool.

Systems Architect/Software Developer V January 1996 – January 2007

Pearson Government Solutions

Software Acquisition Manager, designer, and lead for multiple successful Pearson IVR start-up projects:

oDepartment of Education, Federal Student Aid Information Center (FSAIC) IVR, VXML, Intervoice platform, 2005

oUS Citizenship and Immigration Services (USCIS), network IVR transition and support, 2003

oDepartment of Education, Public Inquiry Contract, Debt Collection Services (DCS) IVR, Avaya platform, 2000

oDepartment of Education, Public Inquiry Contract, FSAIC IVR, Avaya platform, 1998

oOffice of Personnel Management (OPM), IVR, TeleVoice platform, 1996

Due to efforts on a number of these projects, I was nominated for and received Leadership Awards in April of 1996 and October of 2000.

Pearson Project Manager for the USCIS MCS-Genesys Intelligent Call Routing (ICR) Project which included all facets of the project including customer and vendor liaison, initial requirements gathering, configuration support, integration efforts with the USCIS MCI network Enhanced Call Routing (ECR) IVR applications, development of test plans and the coordination of the overall system testing effort with all impacted vendors, USCIS Pearson Tier 1 sites, and USCIS Tier 2 sites, implementation, support documentation, and ongoing maintenance.

Implementation roles included the Pearson Phoenix onsite technical resource responsible for coordinating all ICR activities and issues for the site. As part of the post-implementation phase, responsibilities encompassed execution of required changes within Genesys Configuration Manager Environment (CME) and continued technical support for the four Pearson USCIS Contact Center sites in Phoenix, AZ, Lawrence, KS, Corbin, KY, and Arlington, VA. In April 2004, I received both Leadership and SPOT Awards for efforts on this project.

Other lead roles included, Pearson USCIS Arlington Contact Center Move Customer Liaison, Pearson USCIS premise to network IVR transition technical lead and maintenance support.

Chosen by management to be a Capability Maturity Model (CMM) assessment team member for multiple assessments.

National Computer Systems, Westinghouse Learning Corporation January 1996 prior

AWARDS & ACTIVITIES

2020 US Decennial Census, identified by Government Program Management Office on positive Individual Evaluation Reports

Key author providing technical content for the FedRAMP System Security Plan (SSP) for the GDIT CXP in support of gaining FedRAMP accreditation.

2004/04 Pearson Government Solutions Leadership Award for work on US Citizen Immigration Services Intelligent Call Routing

2001/10 Pearson Government Solutions Capability Maturity Model (CMM) L4/L5 Pre-Assessment Team Member

2001/06 Pearson Government Solutions CMM L3 Assessment Team Member

2000/10 National Computer Systems Leadership Award for work on Department of Education Public Inquiry and Debt Collection Services Interactive Voice Response Systems

1999/09 Pearson Government Services Division CMM L3 Pre-Assessment Team Member

1999/06 Pearson Government Services Division CMM L2 Pre-Assessment Team Member

1996/04 National Computer Systems Leadership Award for work on the Multiple Data Entry Project

SUMMARY

Ready for a new challenging position that utilizes my computer systems analysis, design, technical, and people skills to create meaningful software solutions that exceed customer expectations.

Contact this candidate