Blog

Articles
Use your .NET Framework Skills to build a Microservice
6/8/2021

This article describes how to create a microservice from a .NET Framework Console Application

In Category: CSharp
MVC Cascading Drop Downs
5/14/2021

Article discussing two different Cascading Drop Down Options in ASP.NET Core MVC

In Category: MVC
Contact Center Outbound Call Tracker
5/12/2021

When receiving a customer list to contact how can you be sure a customer is only contacted once, and how close is the list to being complete and in real-time?

In Category: Projects
C# - Use a Folder Containing JSON Files as a Defacto Database
5/12/2021

This project showcases my skills to create a class library, and unit tests. It also shows my skills with GIT and communication skills through a README.md file.

In Category: CSharp
MVC EditorTemplate / DisplayTemplate Example
4/27/2021

Refactor View code to be used on multiple views

In Category: MVC
Employee of the Month for September 2015
4/22/2021

Employee of the Month Patient Access Solutions Division for September 2015

In Category: Achievements / Awards
Distinguished Masters Thesis Award
4/22/2021

My Capstone Project / Masters Thesis was based on a project where I introduced AnswerPath as a new Knowledge Management system to the contact center.

In Category: Achievements / Awards
Master Degree
4/22/2021

Master of Science Information Systems Obtained from Independence University on 06/12/2015

In Category: Achievements / Awards
Bachelor Degree
4/22/2021

Bachelor of Science Computer Science With an Emphasis in Networking Obtained from Stevens-Henager College on 11/30/2013

In Category: Achievements / Awards
Contact Center Workforce Management Team Request Tracker
4/22/2021

The contact center work force management team are constantly asked to make updates to telecom system and agent's system. With over 1600 schedules to manage, and only 12 people to work the requests, what can be done to manage the chaos?

In Category: Projects
Contact Center Peer to Peer Assistance Tracker
4/21/2021

Contact Center's are very well equipped to record interactions that agent's have with customers. This project was set up to help track agent's helping other agent's.

In Category: Projects
Contact Center Multiple Knowledge Base Search
4/21/2021

Sending filter requests to multiple information silos and coming back with baked bread.

In Category: Projects
Contact Center After Hours End of Shift Reporting
4/21/2021

What were the metrics by the end of the day? What were the metrics by the end of the shift? What alerts and client issues were encountered during the shift? Why sort through 3 different reports to make those call outs? What were the results of previous call outs without sorting through emails?

In Category: Projects
Contact Center After Hours Messaging
4/20/2021

Messages received over night need to be handled in the morning.

In Category: Projects
Contact Center CSAT Removal Request System
4/20/2021

Did the customer press the wrong button while rating their experience talking with their customer service representative? What happens then?

In Category: Projects
Contact Center Master Roster
4/20/2021

Sometimes in a big organization the groups performing the various operations of a business do not manage their employee's the same way that Human Resources does. Workforce Management team members, Service Line Directors, Managers, and Supervisors all need to be on the same page about employee resources, and how they can be best utilized to maintain service levels.

In Category: Projects
Contact Center Quality Auditing Tracker
4/20/2021

Capturing and recording the results of a Quality Audit on an interaction might be easy. But when every agent needs to be audited 4 times a month it is hard to determine how audits have been performed and still need to be performed.

In Category: Projects
Contact Center Message Processing Tracker
4/20/2021

The contact center is very good at measuring an agent's productivity while they are taking phone calls. What about when they need to work messages coming from different systems. How can you measure their productivity?

In Category: Projects