Software Engineer
Resume:
Katherine J. Lawrence
Duvall, WA 98019
Home: 425-***-****
Cell: 206-***-****
**************@*******.***
SUMMARY
Experience developing and supporting high-performance, software applications, primarily for call centers, including both agent and management applications.
Worked in current engineering to provide quality solutions for customers with high-priority issues.
Served as mentor to technical support engineers
Led development teams in delivering world class software products to the marketplace.
Created user-centric software that empowers users to be successful.
Applied appropriate technology to solve business problems.
Developed skills in all phases of the software development life cycle, from writing requirements to coding to final packaging.
Learned the importance of building software that is easy to use, easy to test, and easy to maintain.
Wrote end-user documentation, product requirements, design documents, release documents, service bulletins, bug reports, test plans, knowledge base articles.
TECHNOLOGIES
C#, Visual Basic, Java, SQL, Oracle, XML, Microsoft Visual Studio 6 and Visual Studio .Net 2008, JBuilder, IBM Websphere, IBM Rational ClearCase, SourceSafe, Team Explorer, Windows (from DOS to Windows 7), Unix, Linux.
PROFESSIONAL EXPERIENCE
Avaya
Technical Manager, 2010-2011
Provided technical support to a group of technical support engineers, mainly on complex or critical cases. Reviewed support cases to make sure they were being worked appropriately and in a timely manner. Provided training to new support staff. Wrote knowledge base articles and reviewed/approved documents written by other engineers.
Avaya
Current Product Engineer, contract, 2009 – 2010
Created diagnostic software and patches to fix problems found by current Proactive Contact customers. Focused on high-priority/high -severity issues. Served as product expert, primarily related to the client applications and specific product features. Highly self-motivated and responsible for scheduling time and managing priorities.
Philips Healthcare
Software Developer, contract, 2008.
Designed and coded an application for use by ECG technicians to perform realtime ECG monitoring of heart activity in cardiac patients. C# 2008 and SQL Server.
Lucent/Avaya
Member of Technical Staff. 2000-2008.
Led new product release of configuration applications for call center management. Mentored a new group of engineers in India in product knowledge, business issues, and the software processes used to design, code, test, and build quality software. Wrote the product requirements and high-level design documents, including a complete description of the user interface. Supervised and approved all detail-level designs. Presented “knowledge transfer” sessions to support the new release to Avaya personnel and business partners in Bellevue, London, Hamburg, and Paris.
Joined a team of engineers across Avaya to develop a web-based call center agent application using Java, IBM Websphere, Javascript and Agile development techniques.
Worked with a team to build a demonstration version of our call center management applications running on a Java-based server simulator.
Led a group of developers on major redesign of call center management applications. Designed new user interfaces for all applications and participated in developing new client-server architecture for the product. Developed processes for building and smoke testing software. Ensured that relevant software design processes were followed. Held responsible for meeting scheduled milestones and reporting to management.
Appointed subject matter expert (SME) to product introduction, customer support, configuration management, localization, technical documentation, and training.
Handled customer escalations to engineering from product support with the aim of providing a high degree of customer satisfaction in a timely manner. Delivered software patches. Met the challenge of dealing with unpredictable escalations during tight development schedules.
Digital Systems International/Mosaix
Software Engineer. 1993-2000.
Led a group of developers in creating a set of web-based management applications for a new predictive dialer. Reworked a set of 20 client applications purchased from another company to support small, inbound call centers. Built DSI’s first call center agent application. Continued to work on various applications through several major release cycles. Developed UI standards; created a web site to document the standards; created and presented a series of 4-day classes on Usability and User Interface Design. Conducted user surveys and conducted usability testing to ensure that UI designs were effective for end users.
User Interface Specialist. 1991-1992.
Worked on DSI’s first suite of management applications; created product demonstrations and presented to customers and users groups; collaborated with customers to design future applications; built prototypes.
PRIOR EXPERIENCE
Technical Writer/Consultant.
Wrote hardware and software documentation for a variety of clients, including Digital Systems International, Techmatic, Carver Systems, Automix Keyboards/Atex/Kodak, Boeing Software Division, Hewlett-Packard, Intermec, Microrim, Revelation Technologies.
EDUCATION
BS Psychology, University of Washington
Additional course work in physics and chemistry, University of Wisconsin, Madison
Science Writing, New School for Social Research, New York
School of Journalism, Masters program, University of Colorado, Boulder
PROFESSIONAL DEVELOPMENT
Advanced Visual Basic, Bellevue Community College
Developing Microsoft .NET Applications for Window (C#.NET), Bellevue Community College
Employer-sponsored courses on IBM Rational ClearCase, C++ Programming, and user interface standards.
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