CALVIN N. COLE

SOLUTIONS ARCHITECTURE

• HIGH AVAILABILITY SOLUTIONS: At Elavon, implemented high availability strategy for complex contact center software suite. Multi-site design allowed for disaster recovery failover and uninterrupted service. Coordinated planning, procurement of hardware and licensing, installation, and testing of HA infrastructure (mirroring software, redundant servers). Result: Software capable of uninterrupted contact center operations.

• CRM INTEGRATION: At Elavon and BlueCross BlueShield of Tennessee, architected comprehensive solutions which integrated external resources with internal data systems. Integrated with SaaS CRM, web services, or home-grown CRM systems, and delivered interaction results to a customer or workflow employee. Result: Improved end-to-end customer service experience allowing reduced head-count and FTE hiring avoidance.

• BI / DATA WAREHOUSING: At Elavon and BlueCross BlueShield of Tennessee modeled database table structures and interfaced to vendor database structures to permit customized functionality for enterprise applications. Consulted with data mining analysts and programmers using data warehouse and operational database structures and content and used tools such as Cognos, Hyperion (Brio), and BOE. Enabled business intelligence systems for browser access to custom report development and delivery. Result: Business Intelligence data made widely available to analysts and operations departments for better decision making.

• SYSTEMS ENGINEERING and SOFTWARE IMPLEMENTATION: At Elavon and BlueCross BlueShield of Tennessee designed and executed deployment strategy for complex contact center interaction routing platform. At BCBST, migrated all services from MS Windows Servers to IBM AIX operating system. Predicted and oversaw integration points for client applications to allow uninterrupted functionality with new back-end systems. Result: Reduced system downtime, and increased client-side responsiveness through faster host server systems.

SOFTWARE STRATEGY AND DELIVERY

• APPLICATION STANDARDIZATION and DEPLOYMENT: At Elavon, consolidated multiple desktop applications into a single code-base. Oversaw development of Java Script based systems and their deployment to J2EE aligned platforms. Coordinated vendor API capabilities with business requirements. Applications have been implemented at corporate locations globally to align with business processes. Result: Streamlined support expectations and created consistent application behavior across the enterprise.

• SOFTWARE DEVELOPMENT METHODOLOGIES (Agile, ITIL, TOGAF): At Elavon, employed real-world mixture of software service methodologies to deliver and maintain an expected balance of improvements and service availability. Used Agile principles of high customer focus and small, incremental improvements for ongoing feature changes. Realistically adhered to ITIL service guidelines and defect tracking for ongoing accountability in deployments. Leveraged TOGAF building block principles to emphasize reusable IT resources. Result: Cultivated a productive change and refinement cycle partnered with contract programmers and systems infrastructure administrators.

• INTERNAL SALES ENGINEER: At Elavon and BlueCross BlueShield of Tennessee, served as sales engineer and solutions evangelist to promote adoption of vendor software and internally developed software products using vendor platforms. Built momentum with use-case demonstrations and story scenarios presented to all levels of management and affected departments. Choreographed with vendor sales teams to fulfill COTS implementations. Result: Created consensus, refined use-cases and requirements, and solved problem points for users and systems administrators, to motivate change and acceptance of improved systems.

• SOFTWARE DELIVERY EXPERT: At Elavon and Genesys, installed and configured systems during client engagements. Functioned as program manager for multiple integrated and related projects. Interacted with all levels of client technical staff – project manager, telecommunications, database, network and workstation personnel – to coordinate efforts. Documented and provided feedback to vendor sales and project management staff regarding health of client account and product use. Result: Built good, honest and effective relationships with clients.

• DESKTOP APPLICATIONS SUPPORT: At BlueCross BlueShield of Tennessee, engaged in multiple and various efforts to deliver software developments. Built and maintained the first generation business data definitions system. Created and deployed broker and financial recovery applications on Microsoft platforms. Led web programmer team (10) to secure web coding methods (classic .asp). Result: Made a solid reputation for translating user needs into useful software solutions, serving internal user-base up to 500 employees.