1. Carlos M. Amador
Union City, New Jersey
(201) 600-1265
cmamador@optonline.net
www.linkedin.com/in/camadornjnet
SUMMARY
Passionate IT developer with eleven years of experience in design, development, and testing
of voice solutions. Professional responsibilities have also included consulting, in house
development, system provisioning, applications architecture, and new products evaluation
and recommendations. Ability to work individually, as part of a team, or in leadership roles.
As a developer at heart, always seeking new challenges, across all industries, leveraging
diverse experiences and skill sets that fuel a passion for creating great solutions
CERTIFICATIONS
Oracle 8i DBA certification
TECHNICAL SKILLS
Programming Languages:
C#, XML, JavaScript, JSP, SQL, VXML, Korn Shell, Perl, C, Java
.NET Skill Set:
.NET Framework 3.5 and Common Type System, ASP.NET, SilverLight, AJAX, XAML, WPF,
WCF, ADO.NET, LINQ, .NET Class Libraries, Web Services
Databases:
MS SQL Server 2008, Oracle 9i
Software:
IBM Websphere Voice Response (IVR software), IBM Websphere Voice Server (Speech
Recognition/Text To Speech software), Nuance, Avaya, Cisco CVP, Visual Studio 2008,
PVCS, Starteam, IBM Clearcase, Microsoft – Word, Excel, Project, Visio
SetFocus, LLC
Union City, NJ
.Net Master’s Program (13 weeks)
�� Developed solutions for diverse programming scenarios in C#, employing object–
oriented programming concepts: encapsulation, inheritance, polymorphism, and
abstraction.
�� Used C#, LINQ and ADO.NET to define and implement secure middle-tier
components using connected and disconnected environment strategies. Components
consumed by web applications and windows applications utilizing SQL Server and
stored procedures to perform logical business transactions.
�� Created and deployed XML Web Services using ASP.NET and Windows
Communication Foundation (WCF). Consumed Web Services from Windows forms
and ASP.NET web applications.
�� Created complex business components in C# using .NET Class Library assemblies
while migrating and implementing in a multi-tier environment suitable for .NET
Remoting, XML Web Services and WCF Services to address application infrastructure
issues associated with building scalable enterprise level applications used by clients.
�� Developed Windows n-tiered “Public Library Management System” application and
ported the application to a dynamic ASP.NET Internet/Intranet model utilizing the
same secure middle tier data access components. Non-public web pages secured
using Windows integrated and ASP.NET forms security models.
2. PROFESSIONAL EXPERIENCE
BLUE CROSS BLUE SHIELD OF MICHIGAN 01/08 – 05/09
North Bergen, New Jersey (remote employee)
Contractor for DPM Staffing - IVR Technical Lead
�� Served as IVR Technical Lead for the Member Automated Response System (MARS),
voice system transformation team, responsible for IVR Application integrity.
�� Contributed the “Global” IVR design concept; shifting the application architecture
from multiple stand-alone client specific IVR applications to one application; resulted
in consolidated, easily maintained, adaptable code suitable for all IVR client profiles.
�� Defined the project roadmap to take the IVR from its current state through to the
final solution. Assessed impact of a new platform and application paradigm on new
and existing business requirements. Identified technical requirements, and for
certain features provided design solutions, to complete the transformation.
�� Re-designed the reporting system to provide IVR metrics from multiple views, from
the perspective of the entire IVR - all applications and callers, or based on a
particular caller group
�� Extended scalability of reporting system to account for new increased call volumes of
the completed IVR solution
AETNA Insurance 05/07 – 12/07
Middletown, Connecticut
Contractor for On-Line Systems - MOD Application Technical Lead
�� Supported daily operations of the Aetna Voice Advantage (AVA) voice system acting
as lead for the Mail Order Drug (MOD) application using Java and VoiceXML
technology on an Avaya IR, Nuance, and Websphere Application Server platform
�� Designed and developed all application enhancements and technical improvements
for the AVE MOD application using J2EE and VoiceXML
�� Performed all estimates and analysis for viability of proposed enhancements and
technical improvements including clarification or modification of requirements
�� Acted as technical liaison for the business, primary support for defects during all
phases of testing
BLUE CROSS BLUE SHIELD OF MICHIGAN 02/04 – 05/07
South Lyon, Michigan
Contractor for Strategic Staffing Solutions - IVR Senior Developer
�� Monitored and Maintained daily operations of the Auto National Member IVR –
Speech Recognition system and IBM Websphere Voice Response (formerly known as
DirectTalk) / Websphere Voice Server environment which comprised six IVR
applications, 6 servers and 186 ports
�� Introduced new IVR coding framework, using the Websphere Voice Response State
Table environment, established IVR coding standards and best practices. The new
framework resulted in less overhead, quicker development, and longer application
lifecycle.
�� Served as Technical Lead on the software upgrade of the Auto National Member
Voice System (IVR and Speech Recognition). Responsible for licensing, system
3. requirements, installation/configuration of software, code migration, testing,
deployment and task definition for non-ivr technical support
�� Designed, developed, tested and successfully implemented the Federal Employee
Program IVR application, provided Federal Employees access to personal healthcare
information and automated self service solutions for common requests.
�� Designed, developed, tested and successfully implemented the West Michigan
NASCO IVR application, under an aggressive three month timeline to meet client
contractual agreements. Provided guidance to West Michigan Business Analyst team
on practices, procedures, and methodologies regarding the IVR application.
�� Served as technical liaison for external vendor to implement new CTI interface for
the IVR system. Familiarized vendor with the existing IVR system/CTI infrastructure
and the IVR API for creating the CTI interface
�� Worked as Subject Matter Expert for all IVR hardware/software requirements for the
IVR Server replacement project; additionally migrated IVR system on to the new
hardware (installed/configured software, migrated code, tested, and deployed)
�� Acted as technical liaison for business analysts and primary support for defects
during testing
VIECORE (acquired by Nuance) 02/98 – 02/03
Mahwah, New Jersey
Senior Technical Consultant
Prudential, Inc
�� Performed analysis and requirements definition for the “Exchanges” component of
the 401K IVR project
�� Created functional and technical design specifications for the “Exchanges” component
�� Developed IVR code for the “Exchanges” component and integration tested
“Exchanges” with other components of the application and architecture
IBM/New York City Department of Finance
�� Helped capture approximately one million dollars in new business by proposing a re-
engineering of the ongoing project that would give the customer rights to the IVR
application source code (acting as IBM IVR sub-contractor)
�� Completely re-created the application requirements and call flow designs from
configuration files and existing code; with virtually no documentation and limited end
user (NYC Dept. of Finance) access
�� Landed additional IVR work from IBM as a result of their strong approval of the
newly created IVR application designs.
�� Lead the re-engineering process used to re-create the application requirements and
new call flows
�� Acted as Technical Lead and developer during the development process. Utilized
Websphere Voice Response’s (IVR software) development environment and C
programming language/3270 screen scraping to capture and process information
from NYC Dept. of Finance AS400’s
�� Trained new staff on the IBM Websphere Voice Response software IVR platform to
facilitate lack of developer resources
�� Developed the Test Plans and acted as Test Manager on through application
deployment.
�� Provided continued support and customer training during project rollout
PSEG, Inc
4. �� Project managed, developed, and tested application enhancements to the Outbound
Customer Notification application. Utilized DirectTalk’s (IVR software) development
environment and DB2
�� Created AIX shell scripts that would identify newly downloaded notification
campaigns, formatted campaigns based on priority, updated DB2 database with new
campaign information.
�� Coded all new SQL for the new callout campaigns and created utility drop, create,
and load scripts for application testing
US Foodservice, Inc
�� Designed, developed, implemented, tested, and project managed HR enrollment
application for US Foodservice. Worked closely with US Foodservice to refine
requirements and design. Utilized DirectTalk’s (IVR software) development
environment and C programming language to interface to Progress database.
�� Installed and configured DirectTalk software/AIX platform/Lucent G3 PBX
connectivity. Troubleshooted telecom project readiness and configuration issues with
US Foodservice
�� Installed and configured the Openlink software to enable communication between the
Progress database and the C custom server
�� Designed and developed all state tables as well as all new SQL required by the
application
�� Created utility SQL scripts to drop, create, and populate Progress tables for
application testing
Lenscrafters, Inc
�� Designed, developed, implemented, tested, and project managed Touch Tone Order
System IVR application. Enabled Lenscrafters stores to order special request items
on a 24/7 basis as well identify stores with the special request item in inventory.
Utilized DirectTalk’s (IVR software) development environment and 3270 screen
scraping to access the AS400 backend.
�� Installed and configured DirectTalk and 3270-server software/AIX platform/Nortel
PBX connectivity. Troubleshooted telecom and SNA network configuration issues with
the Lenscrafters until resolution.
University of Florida
�� Designed, developed, implemented, tested, and project managed Test Registration
and Results IVR application. University of Florida students were able to register for
teacher certification tests and get grades. Utilized DirectTalk’s (IVR software)
development environment and 3270 screen scraping to access the University’s
AS400 backend
�� Installed and configured DirectTalk and 3270-server software /AIX platform/Siemans
ROLM PBX connectivity. Troubleshooted telecom and SNA network configuration
issues with the University until resolution.
Liz Claiborne, Inc
�� Project managed the migration of an IVR application from an Edify IVR
software/OS2/AS400 platform to an Edify software/NT/Oracle platform
�� Installed and configured the Oracle Server software
�� Designed and developed the new Oracle tables required by the application
�� Created SQL scripts to drop, create, and populate all tables required by the
application
PRUDENTIAL SECURITIES 05/96 – 02/98
5. New York, New York
Applications Programmer
�� Supported and modified system applications for the operations and trading areas of
the Money Desk System using COBOL II, CICS, VSAM, and JCL
�� Analyzed and integrated changing operations and trading procedures into existing
applications maintaining efficient processing and system flexibility
�� Analyzed, tested, and implemented system modifications required to address year
2000 compliancy for the Money Desk group encompassing two-thirds of the batch
stream
�� Modified over thirty percent of system applications to differentiate between New York
office and London office security processing, eliminating inaccuracies in the system
and on various reports for our New York Money Desk traders
�� Responsible for overnight batch stream support that necessitated fast and efficient
answers so as to minimally impact the timely completion of batch processing
�� Designed, implemented, and tested an application that provided real time status on
trading activities combining batch and on-line processing to create a report
�� Worked with traders to modify an application by adding a trailer page to an existing
report that categorizes security principal amounts by S+P rating, enhancing the
efficiency of the trading process
EDUCATION
NYU School of Continuing and Professional Studies New York, NY
Completion of Intro to C programming course Final Grade: A
Chubb Institute Jersey City, NJ
Diploma in Computer Programming – GPA 96.0
Rutgers University Newark, NJ
Bachelors of Arts, Economics - GPA 3.2
LANGUAGES
Fluent in Spanish
