Apr 2024 – Feb 2026 · 1 yr 10 mos · Washington DC-Baltimore Area · Hybrid

• Led IVR development team as IVR Dev Lead, overseeing 6 developers and coordinating with functional teams to clarify requirements and deliver solutions for a major contact center operation handling 5.2+ million annual calls.
• Architected and implemented a comprehensive code flow strategy, increasing merge requests from 12 in the first year (before joining) to nearly 400 in the second year (after joining), significantly improving team productivity and code quality.
• Designed and implemented GitLab pipeline with automated jobs, code quality and lint scans, and security checks, reducing deployment times from days to minutes and decreasing functional testing errors by over 90%.
• Established coding standards for Lambda functions, Python, and Terraform, creating a more consistent and maintainable codebase across the team.
• Developed standards for integrating Amazon Lex bots with voice IVR inputs, enhancing the customer experience and streamlining call routing.
• Mentored junior developers and conducted extensive knowledge transfer, including recording 25 hours of training videos to ensure team-wide understanding of best practices and new technologies.
• Managed day-to-day operations and escalations for a contact center utilizing over 2000 agents across six different BPOs, ensuring smooth handling of 5.2+ million annual phone calls.
• Created and implemented a merge request review process, significantly improving code quality and team collaboration.

Feb 2021 – Jun 2022 · 1 yr 4 mos

• ● Lead a team of 4 data scientist to create a white paper for the National Archives and Records Administration (NARA) AI Conference.
• ● Created an in-depth analysis of the NARA problem statement and how AI can be best utilized to solve the problems being experienced by NARA personnel.
• ● Created a proof of concept for using IBM Watson Smart Document Understanding (SDU) to allow digital records created by or turned over to NARA by other agencies to become self-describing. A self-describing record is a record whose meta-data can be extracted from a scanned copy of the document using AI without need of human data entry.
• ● Lead a team for 4 data scientists to create a proof of concept to solve other NARA problems including; facial recognition of famous personnel in photographic records, creating a recommendation engine for users who have used NARA records search in the past to propose records that they might be interested based on their search history, using neural networks to create automatic captions for static image records and transcribing the audio feeds of audio and video records held by NARA.

Jan 2020 – Jun 2020 · 5 mos · Geroge Washington University · Hybrid

• Responsible for delivering hands-on instruction in data analytics as part of GWU's 24-week professional bootcamp program, empowering working professionals to transition into data-driven careers and to build job-ready technical skills.
• Instruct students in comprehensive data analytics technologies including Advanced Excel (VBA, statistical modeling, pivot tables), Python (Pandas, NumPy, Matplotlib), SQL and MongoDB databases, JavaScript visualization libraries, and machine learning fundamentals
• Guide students through real-world projects using authentic datasets from finance, healthcare, government, and social sectors to build professional portfolios demonstrating practical data analysis capabilities

Feb 2011 – Apr 2021 · 10 yrs 2 mos · Washington D.C. Metro Area

• ● Used AWS technology stack to migrate an on-premises web application to the cloud.
• ● Using Docker and AWS Elastic Container Service, containerized the web application so it can be hosted in AWS.
• ● Created the technical architecture for hosting the containerized application in the AWS cloud.
• ● Created CI/CD pipeline in Jenkins to deliver code from lower to higher environments.
• ● Created a proof-of-concept Kubernetes cluster in AWS and deployed the web application to said K8 cluster.
• ● Created a strategy for maintaining all code artifacts including YAML files for K8, Groovy script files for Jenkins, Docker files for ECR/ECS and code base and created implemented the CI/CD pipeline that picked up and merged all code changes to lower environments.
• ● Used Katalon Studio and Selenium to create and implement automated integration tests for web application.
• ● Used natural language processing tools and AWS based API to create a voice activated assistant for an iOS app for the customer.
• ● Designed and development web application that clients are using to perform mission critical business processes such as case management and product creation, review and disposition.
• ● Created content management system for customer allowing customer to publish web content for internal users and stakeholders.
• ● Used the latest web technologies to create online forms for case management and disposition.
• ● Reviewed policies such as software governance documents and , provided guidance to customers regarding issues involving Information System and other policies and procedures and proposed system changes to existing systems.
• ● Created and branded Intranet sites custom CSS and HTML and JavaScript..
• ● Created a complete workflow solution to manage problem banks and other problem institutions.
• ● Wrote end user documentation, technical documentation such as release notes, training guides and standard operating procedures.

Jan 2008 – Oct 2010 · 2 yrs 9 mos

• ● Acted as lead architect for a SharePoint farm that would host the SharePoint application termed “FINCEN Document Repository”
• ● Performed analysis of existing SharePoint implementation and wrote architecture/recommendations report.
• ● Managed expectations on the functionality that would be delivered given limited resources and budget
• ● Delivered cost estimates for a phased approach to implementing MOSS 2007.
• ● Managed FINCEN resources and personnel to deliver expected solution on time.

Feb 2007 – May 2008 · 1 yr 3 mos

• ● Acted as SME for intranet environment.
• ● Developed training plan for company personnel.
• ● Acted as webmaster for existing and future intranet portal sites.
• ● Analyzed requirements and creating sites that will support different business functions using out of the box tools provided with SharePoint.
• ● Wrote requirements document and project plan for applications to be hosted on SharePoint.
• ● Developing proofs of concept for using SharePoint business intelligence functionality by integrating SQL reporting services and Excel web services with SharePoint.

Jan 2007 – Jan 2007 · 0 mo

• ● Customized and developed web based forms.
• ● Took content inventory of existing InfoPath forms and suggested design improvements.
• ● Acted as SME for MOSS 2007 implementation.

Jan 2006 – Jan 2006 · 0 mo

• ● Developed a company brand to be used as the default theme for all SharePoint sites.
• ● Provided day to day support for maintaining, administering and backing up SharePoint.
• ● Analyzed the feasibility of using different software tools such as Liquid Office and SharePoint to automate manual business processes.
• ● Provided training to company personnel and company executives for the proper use of Windows SharePoint Services and SharePoint Portal Server.

Jan 2004 – Jan 2005 · 1 yr

• ● Created a SharePoint document sharing portal for the company using FrontPage 2003.
• ● Installed and administered Windows SharePoint Services on company server.
• ● Attended an e-learning course for Installing and Implementing Windows SharePoint Services and SharePoint Portal Server 2003.
• ● Trained individuals in Microsoft Office 2003.
• ● Did troubleshooting and repair for all office workstation as well as the LAN.
• ● Created company website using FrontPage 2003.
• ● Installed InfoPath on client computers.
• ● Created windows forms using InfoPath.

Jan 2003 – Jan 2003 · 0 mo

• ● Administered and maintained company SharePoint sites.
• ● Developed a novel approach for gathering and maintaining new resumes and new hires contact information for company consulting assignments using SharePoint.
• ● Customized SharePoint using FrontPage 2003.
• ● Developed documentation for end users unfamiliar with the use of SharePoint Services.
• ● Provided support to end users of SharePoint sites.
• ● Converted project management documents into InfoPath forms for the SDLC approach to project management as well as ITK, CPM and PMP.