Note: This is WAY out of date!!

• Led a team in the conversion of a major Call Center application from a 16-bit case tool based in OS/2 2.1 to a 32-bit Visual Basic 6 Object Oriented application.
• Data retrieval converted from screen scraping via mainframe sessions to transferring data through an ECI gateway to DB/2 tables.

• Designed, developed & implemented an application for Call Center managers to track performance of customer service professional's interaction with customers.
• The application records percentages based on tasks defined by the manager. Reports based on individual or team performance over a manger specified-period of time can then be printed or viewed on-line.
• The application gained recognition in one call center and was re-coded for use in another area. For the new area, the application grew to 3 times in size and functionality. The application was embraced by managers and replaced the need to purchase a commercial package.
• Originally written in Visual Basic 3 for a Windows 3.1 environment, the application was given an overhaul to Visual Basic 5 when the Call Center migrated to a Windows 95 environment. Currently, it is being rewritten into Visual Basic 6 and is incorporating an Access 97 database to store data. The original specification had called for data to be stored in flat files on a shared fileserver due to limits on memory and processing time.
• After being embraced by two smaller Call Centers within the bank, the application is now being released to a third larger Call Center as part of the current rewrite.

Windows 95 desktop conversion

• Technical lead in conversion of 12 countrywide call centers from Windows 3.1 to Windows 95. Tasks included creation and maintenance of Novell LAN scripts and Batch programming to install and run applications based on call center and individual basis.
• Development and maintenance of a Test LAN environment based on the needs of the various call centers.
• Assist LAN teams in 5 cities with troubleshooting desktop and network problems.
• Received departmental Leadership Award for exceeding expectations & commitment to performance on the project.
• Installation and maintenance of client side Lotus Notes 4.5 and 4.61 on Call Center desktops.

Customer Contact Reporting System

• Converted a current Web-based application to Key corporate website HTML standards.
• Developed on-line web application in NetDynamics 3 for customer contact reports based on data stored in mainframe database tables.

Total Customer Service

• Maintenance & update programming for large call center application.
• Developed GUI and Mainframe capability to allow customers calling in on a toll free number to request account maintenance and documentation.

Remittance Processing System

• Developed custom program development for a check processing system. The application read check and statement information in an Access 2.0 database and would produce custom reports based on a company's requests.
• Redesigned the export procedure for the application. This task required the analysis, re-coding and optimization of a current procedure. Improved efficiency by 300%.
• Converted 16-bit Visual Basic 3 version into a 32-bit Visual Basic 4 product for Windows 95.
• Provided telephone support for customers and field sales personnel with product installation and specialization on a customer by customer basis.

• Designed & supported group Intranet web site.

• Responsible for the design, analysis, documentation, coding, and testing in the conversion of an existing C-based MS-DOS application into a 32-bit Visual Basic 4.0 utility.
• Assisted with the task of adding functionality for above product to contain expanded features allowing it to symbiotically interact with other products.