| My Resume |
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| Written by Carlton Colter | |||||||||
| Friday, 04 July 2008 07:59 | |||||||||
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Carlton E. Colter Qualifications Profile Solutions-oriented Software Architect with experience in developing and deploying a wide range of successful enterprise applications.
Technical Background
Professional Accomplishments Microsoft Corporation, Chevy Chase, MD May 2010 - Present CRM Technology Specialist – USPS Federal Civilian – May 2010 - Present mindSHIFT Technologies, Fairfax, VA 2001 – May 2010 Senior Software Architect – Internal Systems – Dec 2008 - May 2010 As a Senior Software Architect on the Internal Systems team at mindSHIFT, I counsel other members of the team on requirements building, interface design, and integration methodologies, ensuring business efficiency and company adoption while continuing to develop applications. To upgrade Microsoft Dynamics CRM 3 to CRM 4, I performed all tests, developed a plan, and implemented the upgrade. I improved Microsoft CRM by developing and deploying additional improvements such as RSS feeds (a modified version of the CRM RSS accelerator), Microsoft Earth Map integration, a Sales Dashboard, Case Time Tracking (for billing purposes), and a Case Audit Tracker, which tracks case movement, state changes, and provides a timeline view of changes similar to a Gantt chart. Deployed a new Syntellect CIM 7 (previously Apropos) system that utilizes advanced call flows and provides text-to-speech functionality through the use of the SAPI SDK. Designed and developed a complex Human Resources (HR) system that has a consistent look and feel with Microsoft CRM, reducing the need for training. This system tracks leave, salary, employment history, requisitions, ratings, and more. Tier 2 Manager – Customer Care – Aug 2007 - Dec 2008 I put together the Tier 2 team, designed the business processes for managing cases, developed the automated system that assigns Tier 2 representatives cases by their assigned account, identified the key performance indicators (KPIs) for Tier 2, designed reports to measure their KPIs, and introduced a successful Tier 2 peer training program that fosters continuing education. I also implemented a call recording solution using Oreka (open source call recording) and Lime Survey (open source) to record, play back, and score Customer Care calls saving mindSHIFT roughly $80,000. While managing Tier 2, I assisted the Internal Systems group with automating part of the VoIP billing, allowing mindSHIFT to bill properly for VoIP calls. Then I counseled and trained an existing tier 2 representative to take my place and manage the group effectively and efficiently. Enterprise Software Specialist – Internal Systems – Aug 2006 - Jul 2007 During my tenure as an Enterprise Software Specialist I was awarded the mindSHIFT President’s Club award for continued contributions to improving mindSHIFT business processes through automation. I created a set of Microsoft Dynamics CRM add-ons for the mindSHIFT Support group, allowing them to find and manage information quicker and better: CRM Search Providers, WhoIs network lookup integration for domain records stored in CRM, and displaying an activity or case’s current queue on the corresponding form (Microsoft CRM does not offer this functionality out of the box). I developed bill consolidation SQL stored procedures that analyze contracts in CRM and build orders that flow to Microsoft Dynamics Great Plains accounting software. With the exception of the WhoIs lookup, which was no-longer needed due to business process changes, all of the solutions developed and delivered are still in use in 2010. Operational Engineer – Ops 3 – Sep 2004 - Aug 2006 While supporting mindSHIFT’s customers as a member of the Ops 3 team (the highest escalation point for engineering tasks that maintained mindSHIFT’s enterprise-level multi-node Exchange 2000 and Exchange 2003 network) I developed an ASP paid-time-off (leave) tracking system and an SMTP and POP tester written in C#. I also created visual basic scripts automating the active directory and exchange user creation process for single forest and split forest environments (still used in 2010). While working on a team of 5 to migrate from Clarify eFrontOffice to Microsoft CRM, I developed a queue monitor that detected case movements and sent email notifications to mindSHIFT personnel without logging the notification to cases (still used in 2010). I was an integral part of a 4 person team that deployed Cisco Call Manager (CCM) to multiple mindSHIFT offices and solely integrated Apropos (now Syntellect CIM) with CCM and Microsoft Dynamics CRM. Technical Support Engineer – Customer Care – Jan 2001 - Sep 2004 While handling general support calls and managing a multi-node Exchange 2000 network, supporting over 3,000 users across 145 facilities, I survived layoffs that cut a 100+ employee base down to 35 by providing exemplary service and eventually becoming the primary liaison between the helpdesk support group and other departments. During the MS Blaster Worm, I developed a script to remotely patch systems, minimizing the potential downtime due to the spread of the worm. Due to the reduction in staff, I was asked to take over the Apropos Call System, where I was able to make several improvements such as: off-hours paging, log clean up, external voicemail access, and streamlined queuing of calls. Various Clients - 2000 I was retained on consultative basis to provide network installation and administration, system migration, and system support activities for clients of all sizes. Collaborated extensively with client teams to identify needs, determine requirements, and execute comprehensive solutions. I participated in migration for World Bank Group, coordinating backups, imaging of new Dell-based systems, and troubleshooting and support to ensure seamless transition. I was recruited by Memphis Consultis to provide installation, configuration, and support of hardware and software for Time Warner’s RoadRunner service clients. I also worked as a member of a 7 member team relocating over 600 systems for MCI WorldCom, including backups, reconfiguration of network services, improvements to deployment scripts, and reinstallation of systems United States Army, Wurzberg, Germany 1998 – 2000 At the 98th ASG, I worked for MWR (Morale Welfare and Recreation) to ensure functionality, reliability, and stability of their LAN/WAN network infrastructure, providing installation, configuration, administration, and support of network equipment and services, hardware, and software, including government proprietary systems. I established operating instructions and processes aimed at reducing response times. I successfully developed an inventory database and recorded nearly 1100 line items which resulted in a significant reduction in man-hours to track the inventory. I served as primary liaison for the Non-Appropriated Fund payroll system, conducting training in the Time Labor Management System (TLMS) as well as providing support and troubleshooting. Education / Training: Education:
Certifications:
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