Christopher A. Kelly

An experienced, competent and knowledgeable ASP.NET / ASP.NET Core , C# and T-SQL Developer and Systems Analyst with over 18 years of experience building custom applications, developing and integrating systems, modernizing IT processes, increasing operational efficiency. Communicates clearly and effectively at all levels. Possesses excellent analytical and problem-solving skills, strong attention to detail, expertise in customer service.

Systems Analyst - National General Insurance

(2022)

• Mentored junior developers
• Led the migration of apis and user interfaces from windows based servers to containerized applications hosted in a kubernetes environment.
• Created a search ui for audio recordings to allow access to historic data without utilizing proprietary platform equipment allowing for a reduction of over 200 virtual / physical servers across multiple divisions and environments.
• Led the internal conversion of datadip and integration apis to facilitate the migration of a premise telephony platform to cloud based telephony platform

Senior Software Engineer - National General Insurance

(2022 - 2022)

• Created automation scripts
• Created micro services utilized by ivr for secure datadips into multiple systems.
• REST/SOAP integrations
• Automated creation of monitoring configurations on Dynatrace and alerting profiles for system anomaly detection.
• Custom addins for Genesys Pureconnect Interaction Desktop
• Created a web based viewer of Interaction Attendant to prevent the need for business users to have access to system configuration data.

Genesys Engineer - Citrix Systems Inc

(2020 - 2021)

• Created automation scripts to onboard/offboard employees
• Created audit processes to ensure adherence to policies
• Administered Genesys platform, users, queues, call flows
• Created custom handlers and icelib/icws applications to integrate processes.
• Created monitoring dashboards to monitor 50 servers in 5 geographically distributed regions.
• Oversaw conversion from Salesforce Object Routing Connector to Salesforce Object Routing Server in which the vendor provided solution was unusable.
• Automated call backs to reduce agent gaming the system resulting in a 18% reduction in handle time on callbacks.

Senior Application Developer - GuideIT

(2020 - 2020)

• Add features to a legacy MVC 5 application.
• Work directly with the end users and/or customers to collect requirements.

Principle Consultant, Software Developer/Designer - Genesys

(2019 - 2020)

• Provide custom solutions for PureConnect customers using IceLib, ICWS
• Provide consultation to PureConnect customers using ICWS
• Assist other developers in troubleshooting applications.
• Provide onsite triage support for customers experiencing issues with provided customizations.
• Provide consultation for pre-sales engagements.
• I was hired to develop customized solutions for a subset product that Genesys decided to EOL

Developer - AUTOMATED VOICE AND DATA SOLUTIONS, LLC

(2016 - 2019)

• Created processes to ensure our software library is kept up to date in regards to PureConnect releases.
• Created processes to create and maintain a Nuget library with each release of IceLib, ICWS.
• Created processes to sync Genesys Customer Care data into internal systems.
• Created applications to generate flow charts of PureConnect's Auto Attendant call trees.
• Created deploy scripts to version, archive, and deploy changes to internal and external websites utilizing Bitbucket Git repositories and Jenkins CI platforms.
• Created web application to generate audio prompts for call flows using Amazon AWS Polly offerings integrated with audio transcoding to the appropriate audio format for Genesys PureConnect / PureCloud.
• Created scrapers to track daily customer usage of PureCloud by Genesys.
• Created web interface for ticketing platform.
• Created custom solutions for end customers

IT Developer / Administrator - AFFILIATED TRANSPORTATION SYSTEMS INC

(2014 - 2015)

• Updating forms to allow usage on laser printers, reducing dependency on older dot matrix equipment
• Syncing data between 3rd party systems and proprietary systems, achieving reductions in data input duplication
• Creating user accounts for linux shell application
• Managing Active Directory user accounts and group memberships
• Monitoring and performing backups
• Managing Vertical Wave (formerly TeleVantage) phone system, including user creation, VM mailboxes and hunt groups management

Developer / Systems Analyst - ALBERT MOVING

(2008 - 2014)

• Managed the internal operations software that coordinated logistics of consumer and military shipments
• Introduced operational improvements and enhanced the software, utilizing ASP.Net Web Application with a Microsoft SQL backend and console applications for automated background processing
• Developed web services for integration with phone system
• Integrated systems with 3rd party vendors, employing Enterprise Database Corporation's EasyDPS, Interactive Intelligence's CIC 2.4 and 3.0 platforms, Microsoft CRM (3.0) and Microsoft Dynamics SL (7.0-2011) with Transaction Import and direct custom reports
• Completed custom development to integrate SIP phone service into work-flows, utilizing Interactive Intelligence (ClientCOMLite, ICELib), implemented secure pause (pausing recordings) when accessing credit card entry screen, custom Call Pops to present customer details
• Created and supported custom SSRS reports for forms and reports
• Mentored and trained junior-level developers
• Performed daily administration of Interactive Intelligence's CIC premise system
• Updated Auto Attendant
• Added and remove users from roles and workgroups
• Provisioned new stations and users

Helpdesk Coordinator - ALBERT MOVING

(2007 - 2008)

• Provided end user support on Microsoft products and custom internal applications
• Fixed errors and corrected code, escalating issues to senior programming staff as required
• Created an electronic system for viewing and accepting order confirmations via an ASP.Net Web Application that pulled and pushed data from and to an Access database

Lab Coordinator - UNIVERSITY OF ALASKA ANCHORAGE

(2006 - 2006)

• Provided general IT support to computer lab users on campus
• Performed password resets, user ID lookups, answered general computer-related questions
• Assisted with software updates, usage and queries

Computer Technician - VERNON COLLEGE

(2002 - 2004)

• Maintained computerized blueprints of school floor plans
• Ensured computer software and hardware remained up to date
• Performed troubleshooting, repair and resolving computer conflicts
• Assisted Network Administrator in identifying devices causing issues