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Eric Phetteplace
Wake Forest, NC
(603) 238-6316

• Experienced C#, ASP.NET, VoiceXML and IVR programmer, with presentation, middle-tier and database programming skills.
• 10 years of consulting on projects for large businesses, providing software analysis, design, architecture, development and implementation.
• Business background, often working in a leadership role with management, programmers, analysts and end users.
• Strong verbal and written presentation skills.

• Visual Studio 6, 2005 and 2008, .NET, VB, C#, C++, Java, J2EE, Eclipse.
• ActiveX, COM, Web Parts, Crystal Reports.
• MySQL, MS Access, MS SQL Server, Oracle, DB2.
• IIS, Apache.
• XML, XSLT, MSXML, HTML, DHTML, JavaScript, CSS.
• Windows Workflow Foundation (WF).
• Microsoft Speech Server (MSS), Office Communications Server 2007 Speech Server, Speechworks, Nuance VoiceXML (NVP), BeVocal, Genesys, Envox, Envox VoiceXML, Intervoice, Edify (EWF, EVIP, Edify Banking), Edify VoiceXML, Asterisk AGI, Vocomo, Visibridge VoiceXML gateway. IVR, VoiceXML, Speech Recognition and performance tuning in general.
• PeopleSoft 6, 7, SQR, PeopleCode.
• Microsoft Project, Salesforce.Com, ACT.
• Dialogic, Natural Microsystems (NMS), BrookTrout, IPBridges

• Microsoft Corporation (April, 2006) - Presented Microsoft Speech Server to Microsoft customers in Massachusetts and New York City.

Director of Programming - Responsible for all aspects of the company's software product, on which their business model is based.

• Responsible for designing, developing and managing the IVR environment and the IVR/Web system.
• The project involves using ASP.NET, C#, MS SQL, Microsoft Speech Server 2004, Microsoft Office Communications Server 2007 Speech Server and Windows Workflow Foundation.

Senior Consultant - At IVS, I was responsible for the design, development and deployment of various Web, IVR and other programming projects.  The projects had various timelines, and are as follows:

Service Channel

• Developed a configurable, customizable VoiceXML IVR application framework for customer applications.
• The project involved programming with C#, XML, MS SQL, Envox and VoiceXML.

SellMyTimeShareNow.com

• Developed a mission-critical Power Dialer system for sales representatives.
• The system generates phone calls to leads and transfers the calls to the sales representatives.
• The project required programming with C#, XML, CSTA, CTI, MySql and Linux.

Integrated Voice Solutions - Arca Project

• Worked with the CEO and sales team to organize design requirements, project timelines and software releases.
• Designed and developed Arca, an Interactive Voice Response (IVR) development platform for simplifying application development and portability.
• Developed the editing tools and run-time software for the platform.
• Developed a Media Gateway Controller to interface IPBridges hardware.
• The project required programming with MySQL, Linux, MS SQL Server, VB.NET, C#, XML, XSLT and many .NET technologies.

iReminder

• Worked with the customer to design ComplianceForLife.com, a website for reminding patients to take their medications.
• Designed, developed and implemented the web, database and IVR platforms.
• The project required programming with MySQL, PHP and VoiceXML.

TeleTeam

• Provided technical support for the Vocomo IVR platform
• Provided technical guidance to the business owners.
• The project required programming with VoiceXML, PHP, MySQL and Linux.

TigerDirect

• Worked with TigerDirect to replace the existing customer service speech recognition application.
• Improved automated call completion rates.
• Designed, developed, and deployed the application.
• The project required programming with Arca, Nuance NVP, XML, XSLT and C#.

OnRebate

• I designed, developed, and deployed the automated customer service IVR application.
• The project required programming with Arca, Nuance NVP, XML, XSLT and C#.

Sony Corporation

• Designed, developed and deployed a survey platform as an add-in to the existing customer service system, processing 10,000 calls daily.
• Created wizards for analysts to automatically generate new surveys, removing the need for any programming.
• The project required programming with Arca, Edify EVIP 8.5, Rockwell CTI, XML, C# and MS SQL Server.

Envox

• Worked directly with the Director of Professional Services Sales.
• Provided professional services designing and programming Envox IVR applications.
• Provided on-site tutoring, installation and support for various Envox programmers.
• Providing technical support for IVS Envox programmers.

Owner - As a consultant I worked on many projects, independently managing my time and deliverables.  As above,  the projects had various timelines and are as follows:

Massachusetts Department of Public Health

• Designed, developed and deployed a HIPAA-compliant database and web application for the department’s disease tracking studies.
• I managed the project from startup to completion, handling all phases of the system development life cycle.
• The project required programming with MS SQL Server, MS IIS, ASP, XML and XSLT.

State of New Hampshire Insurance Department

• Developed a secure web-based database application, collecting surplus insurance policy information from agents.
• This required managing the project schedule and deliverables, using IIS, ASP, SQL Server, ActivePDF, MS Excel and MS ADO to build the system.

Workscape, Inc.

• Managed the design and implementation of the development, test and production environments for Workscape’s enterprise IVR applications, handling tens of thousands of calls per day.
• Managed the IVR application product line framework, mentored developers, and consulted analysts and project managers.
• Conducted R&D projects, providing analysis and results to executives.
• Coded applications, configured servers, and trained programmers.

Northeast Delta Dental

• Architected, developed and implemented a VoiceXML-based IVR system to replace the existing IVR platform.
• Worked with various customer departments to design, install and launch the new platform.
• This required project management, Microsoft IIS, Active Server Pages, SOAP, XML, XSLT, VoiceXML and Visual Basic.

Next IVR

• Designed and developed a Virtual Receptionist application with HTML and VoiceXML interfaces.
• Building this system required programming with IIS, ASP, SQL Server, MS ADO, XML and XSLT.

Next IVR

• Designed and developed the Broadcast Messenger, and outbound IVR application with HTML and VoiceXML interfaces.
• Building this system required programming with IIS, ASP, SQL Server, MS ADO, XML and XSLT.

General Motors/AOL

• Worked with Workscape, General Motors, MCI/WorldCom and AOL teams to design, build and implement a telephone-based order placement and tracking system for 300,000 GM employees.

Tyco International

• Programmed the Web application.
• Designed and developed the IVR self-service applications.
• Identified and rectified many database issues impeding system performance.
• This project required programming with Visual Studio 6, ASP, HTML, VBScript, Edify EWF and Oracle PL*SQL.

Workscape, Inc.

• Designed, developed and managed a knowledge base system for programmers, analysts, and project managers.
• This required programming with Visual Studio 6, ASP, HTML, VB, VBScript and JavaScript.

Workscape, Inc.

• Designed and built an application monitoring system, which sends email and pager alerts to project managers when their project applications are not accessible.
• I created database tables and functions, and coded IVR and Web interfaces.
• This project required programming with Oracle, ASP and Edify EWF.

Workscape, Inc.

• Designed, developed and implemented a Web-based bug tracking system for Workscape’s Professional Services department. It was their standard bug tracking system used on all client projects for 3 years.
• This project required programming with Visual Studio 6, ASP, HTML, Access, SQL and JavaScript.

Frito Lay

• Developed a Web interface for an online Benefits Enrollment application.
• Coded the business layer and improved layout of the screen data.
• Identified a bug and created a patch for Workscape’s background Oracle application framework.
• This project required programming with Visual Studio 6, ASP, HTML, VBScript and Oracle PL*SQL.

Consultant

• I was responsible for integrating Webhire resume scanning systems with PeopleSoft systems.

Senior Programmer

• Developed the IVR application frameworks and managed the company’s IVR platforms (Edify EWF and Show N Tel).
• Implemented all of the premise-based IVR applications for clients like Baxter International, Shell Oil and Fluor-Daniel.
• Teamed with Sales and Marketing executives for designing, developing and releasing new IVR products on two IVR platforms.

Babson College
B.S. Management of Information Systems - 1993