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- Staff Architect - Contact Center
- Staff Architect - Enterprise
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Experience
American Express (AMEX)
- Start: June 2017
- End: May 2026
AMEX Sunrise Office
1500 NW 136th Ave
Sunrise, FL 33323
Senior Software Engineer II
Off-site
Nov 2021 - May 2026 4 yrs 7 mos
Senior Software Engineer I
On-site
Jun 2017 - Nov 2021 4 yrs 6 mos
Responsibilities
- Built documentation for Chat (5,000+ pages) & CoBrowse (100+ pages) from nothing
- Designed ETL of LivePerson Chat data to Amex for data retention needs
- Designed Tagging solution in americanexpress.com website for Chat
- Led Pilot solution of out-of-the-box Genesys WebChat
- Designed Authentication integration in Chat leveraging americanexpress.com website Auth
- Designed Privacy solution in Chat
- Designed Integration of web-based Chat with mobile-app Chat core
- Created & Executed DR Plan for Chat & Routing backend
- Maintained & Improved DR Plan(s) for Chat
- Performed 1st pilot Privacy by Design (aka Privacy Risk Assessment) for Chat
- Hosted over 100+ Architecture Review meetings; 30+ Design meetings
- Governed production operations: led multiple Incident RCA & Resolution emergency calls (60+)
Royal Caribbean Group (RCCL)
- Start: April 2011
- End: March 2017
RCCL Miramar Office
14700 Caribbean Way
Miramar, FL, 33027
Responsibilities
- Application Operations team supporting B2C/B2B websites, web services, etc
- Enterprise Services Layer web services Production Support Lead
- CelebrityCruises.com website Production Support Lead
- RoyalCaribbean.com 6 websites Production Support Lead
- Took responsibility for every layer: CDN, FW, IPS, LB, DataPower, web/app srv, HTTP/TCP/IP, Unix
- Identified and analyzed mystifying issues involving IPS, AIX-VIOs, GFW, PConns, HTTP 504s, etc
- Recognized across all departments as a true expert, veteran, and 365/24/7 duty-phone holder
- Tooling used: sed/awk/grep, Splunk, Dynatrace, Ganglia, WireShark, SoapUI/Postman, Firefox addons
Blue Cross & Blue Shield of Mississippi (BCBSMS)
contracted through Computer Task Group
- Start: January 2008
- End: April 2011
BCBSMS Headquarters
3545 Lakeland Drive
Flowood, MS 39232
Software Engineer
On-site
Responsibilities
- Designed and coded multiple high profile internal and external BCBSMS web applications over 3 years
- Provided solid ownership of tasks and lead other developers in achieving goals in a flexible manner
- Gathered and documented software requirements, implemented complex business rules into J2EE apps
- Performed Object Oriented Analysis & Design to generate Business Domain Model and architecture
- Used Struts 1.1/2.0, Spring, JUnit, iBATIS, DbUnit, WebSphere 6.1, RAD, CVS/Subversion, & Maven
- Utilized FireBug and Apache Web Server to develop HTML, CSS, JavaScript, and Dojo for web pages
- Presented applications on a regular basis to major stakeholders at client to solicit feedback/approval
- Participated in full SDLC from inception (requirements) to transition (production, pilot, maintenance)
Fair Isaac (FICO)
- Start: April 2006
- End: June 2007
FICO Regional Office
20 W Kinzie St
Suite 1600
Chicago, IL 60654
Systems Integration Consultant
On-site
Responsibilities
- Supported hosted web, app, database, and email servers in terms of configs and surrounding processes
- Maintained J2EE web-container based Struts application for client in creating and updating features
- Migrated application from WebLogic 6.1 to Tomcat 5.5.17 and from Apache 1.3.22 to Apache 2.0.55
- Assisted database migration from Oracle 8i to 9i, migration of cron jobs to Unisys, and user changes
- Performed load testing using Mercury Load Runner and improved the general practice of QA testing
- Managed many SDLC/project aspects, examples - documentation, estimates, requirements elicitation
IBM Software Group
contracted through Sykes Enterprises
- Start: June 2004
- End: March 2005
IBM Main Campus
3039 Cornwallis Road
Research Triangle Park, NC 27709
Responsibilities
- contracted through Sykes Enterprises
- Analyzed Logidex - a software asset management system based on RAS specification (see OMG.org)
- Programmed extension to Logidex using WebSphere family products (WSAD, WAS, MQ) and DB2
- Used technologies and APIs: EJB, EJB-QL, SOAP, WSDL, JMS, SQL, log4j, Ant, JUnit, and Cactus
- Secured application w/ Java 2 Security declarative policy files, HTTP over SSL, & basic authentication
- Administered test-box WebSphere Application Server 5.x with AdminConsole / wsadmin scripts(JACL)
- Researched RUP and other modeling, process, and test oriented aspects of software lifecycle for project
Systems Administrator
On-site
eWorker Technologies
- Start: September 2001
- End: January 2002
eWorker Technologies
1 Town Square Blvd
Asheville, NC 28803
Responsibilities
Website crawlers using using HTML and JavaScript
Systems Administrator
On-site
Statprobe
- Start: June 2000
- End: August 2000
Statprobe Cary Office
117 Edinburgh South
Suite 202, Cary, NC 27511
Responsibilities
Website UI/UX Design using HTML, JavaScript, CSS
Intern
On-site
Skills
Design
- Architecture Design (started June 2017, achieved 2021)
- Wireframing (started ~ January 2008 achieved April 2011)
Software Development
- Vim (achieved May 2000)
- Browsers (started June 2000, achieved August 2000)
- Code Review (started ~ May 2006)
- Technology Roadmaps (started ~ June 2019)
- Systems Analysis (achieved ~ March 2005)
- Application Programming Interfaces (APIs) (achieved ~ November 2014)
- Solution Delivery (achieved June 2021)
- Accessible Design (achieved June 2024)
Languages
- Java (started ~ June 2004)
- JavaScript /ECMAScript (started ~ June 2000, achieved August 2000)
- Cascading Style Sheets (CSS) (started ~ June 2000, achieved August 2000)
- SQL (started September 2001, achieved June 2007)
- XML (achieved January 2008)
- XSLT (achieved January 2008)
Management
- Account Management
- Configuration Management (started ~ June 2020)
- Incident Management (started ~ July 2017)
- Knowledge Management (started ~ July 2017)
- Vendor Management (started June 2017, achieved 2019)
- Governance, Risk Management, and Compliance (GRC) (started June 2022, achieved November 2025)
Operations
- Incident Response (started ~ May 2011)
- Metrics (started ~ May 2011)
- Log Analysis (started ~ May 2011, achieved May 2015)
- BC/DR - Business Continuity & Disaster Recover (started ~ June 2018, achieved June 2020)
Communications
- Mentoring (started ~ November 2019)
- Writing Documentation (started ~ April 2012 achieved ~ June 2019)
- Technical Writing Skills (started ~ June 2017 achieved ~ June 2018)
Services
- Authentication Systems (started ~ June 2017 achieved ~ June 2020)
- Website Building (achieved April 2011)
- Microservices (started ~ June 2018, achieved June 2019)
- Websocket (started ~ June 2019, achieved June 2020)
- Web Servers (started April 2006, achieved June 2007)
Regulations
- HIPAA - US Health Insurance Portability and Accountability Act (achieved April 2011)
- GDPR - General Data Protection Regulation (achieved June 2021)
- PII - Personally Identifiable Information
- PCI-DSS - Payment Card Industry Data Security Standard (achieved June 2025)
Certifications
- CISSP - Certified Information Systems Security Professional (target October 15 2026)
- CCSP - Certified Cloud Security Professional (target November 30 2026)
- CCNA - Cisco Certified Network Associate (target October 31 2026)
Domains
- Contact Center Technology (started June 2017, achieved June 2021)
- eCommerce (started April 2011, achieved April 2017)
- Financial Services Industry (started June 2017, achieved June 2021)
- Health Insurance Industry (started January 2008, achieved 2011)
- Pharmaceuticals Industry (achieved June 2007)