I am driven IT consultant expertise in Contact Centre application design, extensive experience in Java EE Object oriented Backend technologies, Microservices, DevOps Release management (GIT / JIRA), database design. Willing to pursue career in challenging work environment in order to have best use of my skillsets and experiences.

Career Summary

• 10 years of experience in core Java EE in application design, development, testing and implementation support. Got Sun Certified Java programmer; Sun Certified Web Component Develper; Sun Certified Business Component Developer in 2009.
• Experience in IVR & Agent Desktop / Portal Development, integrating with client backend CRM systems via REST/SOAP, websocket.
• Carry out projects in both agile and SDLC manner
• Experience in object oriented / functional programming in Java / NodeJS / Python, Expert in Spring boot cloud native development (follows 12 factors), experience building apps in docker, proficiency in front end programming like React JS / React Native / HTML5/CSS3 / jQuery / Angular. Ability to code in iOS Swift & Android Java. Experience in Gitlab CI/CD setup, branch release management, with automated unit test with jUnit, npm unit test, with casperjs for automated UI testing, with Jmeter for load test, with OWASP ZAP for pen test. Developing RESTful web services. Experience in RDBMS such as MSSQL, MariaDB, Oracle setup and complex query, and also experience in NoSQL such as Redis / Mongodb. Experience in Messaging such as ActiveMQ / Redis.
• Fast learner and willing to study more on big data and AI/ML such as attended Pluralsight / Udemy course on Python tensorflow / pandas

Work Experience

• July 2019 - Present, Application Consultant, at NTT SG. (Note: Dimension Data merged into NTT SG)
• 1 Oct 2015 - July 2019, Application Consultant, at Dimension Data Asia Pacific (DDAP). (Note: JJCS had been acquired by Dimension Data, the job role as per continued.)
• 2011 - 30 Sept 2015, Application Engineer, at Jebsen & Jessen Communication Pte Ltd (Full-time position). Responsibilities in Software Development Life Cycle (SDLC), perform requirement analysis, design, development, and implementation on customer site.

Research Experience / Projects:

• Cisco PCCE Migration (Avaya to Cisco) for DBS HK / TW / SG IBG
  Client:	DBS
  Duration:	2019-2020
  Description:	Developer for Cisco Finesse Gadget, supports requirement gathering, design, development, testing, deployment
  Skillset used:	Cisco Finesse/ Cisco CVP & ICM Scripting, REST/SOAP / Websockets, JDK 11, Spring Boot, jQuery, ActiveX, Java web start, Pcomm interface.

• Cisco PCCE Migration (Avaya to Cisco) for Telecentre
  Client:	Telecentre
  Duration:	2019-2020
  Description:	Developer for Cisco Finesse Gadget, supports requirement gathering, design, development, testing, deployment. Support voice and chat setup.
  Skillset used:	Cisco Finesse/ Cisco CVP & ICM Scripting / Cisco ECE, REST/SOAP / Websockets, JDK 11, Spring Boot, jQuery.

• Cisco PCCE Migration (Avaya to Cisco) for AIA SG
  Client:	AIA
  Duration:	2019-2020
  Description:	Developer for Cisco Finesse Gadget, supports requirement gathering, design, development, testing, deployment. Also develop for Verint integration, to integrate Verint call recording URL & Verint Speech Transcription data tagged into the call.
  Skillset used:	Cisco Finesse/ Cisco CVP & ICM Scripting, REST/SOAP / Websockets, JDK 11, Spring Boot, jQuery.

• Cisco UCCE Voice / Email for IRAS
  Client:	IRAS
  Duration:	2019-2020
  Description:	Developer for Cisco Finesse Gadget, supports development, testing, deployment. Support voice and email channel setup and customizations.
  Skillset used:	Cisco Finesse/ Cisco CVP & ICM Scripting / Cisco ECE, REST/SOAP / Websockets, JDK 11, Spring Boot, jQuery, Angular, Node.JS.

• Genesys outbound dialer API
  Client:	Shopee
  Duration:	2020
  Description:	Develop script to import/ export dialer lead via Outbound dialer API
  Skillset used:	Node.JS, Genesys outbound dialer API

• Twilio Whatsapps Integration to Cisco ECE
  Client:	DBS
  Duration:	2020
  Description:	Develop middleware to link Twilio Whatsapps to Cisco ECE agent desktop for a simple POC purpose
  Skillset used:	Node.JS, Twilio Whatsapps Messaging Service, Cisco ECE Conversation API webhook

• IBF Web Portal
  Client:	IBF
  Duration:	2018
  Description:	Support Development / Testing for one of the CR in IBF web portal when I am in Dimension Data.
  Skillset used:	ASP.NET MVC C#.NET

• Singtel PPVMS Migration
  Client:	Singtel
  Duration:	2017-2018
  Description:	Developer to migrate incumbent Singtel inhouse web portal Prepaid Voucher Management system from Sun webserver/OracleDB/Oracle iplanet to Redhat/MariaDB/Tomcat. Support proposal, requirement gathering, development, testing, support. Support OS installation, hardening, Load Test, Penetration Test, Data Migration.
  Skillset used:	Knowledge in Java EE / Python / Node JS, Oracle Database / MariaDB Database, Sun WebServer, Unix, 3Des/PGP Encryption.

• Avaya Contact Centre Setup (Jacada workspace) for MOMCC
  Client:	MOMCC
  Duration:	2015-2017
  Description:	Developer for Avaya Jacada workspace / agent scripting / call centre custom portal and batch job, supports requirement gathering, design, development, testing, deployment.
  Skillset used:	Java, C#.NET, ExtJS, Avaya JTAPI, NodeJS, Python.

• Singtel NGI Contact Centre Projects
  Client:	Singtel
  Duration:	2014-2015
  Description:	Developer for Jacada workspace / agent scripting / call centre custom portal and batch job, supports requirement gathering, design, development, testing, deployment.
  Skillset used:	Knowledge in AAEP VXML, CCXML, Java EE, Axis2, SQL Server Database, Oracle Database, Sun WebServer, Unix, 3Des/PGP Encryption.

• Comfort Delgro Contact Centre Migration from Genesys to Avaya
  Client:	Comfort Delgro
  Duration:	2014
  Description:	Support Avaya Experience Portal IVR Development.
  Skillset used:	Knowledge in AAEP VXML, CCXML, Java EE, IBM MQ.

Education

1. Tertiary - B.SC. (Hons) in Computer Science, Coventry University (2010)
   First Class Honour Degree (CGPA: 3.92)
2. Secondary - Foon Yew High School (2007)

Professional Associations

• July 2012 - present, ACM (Association for Computing Machinery) Professional Membership (ID: 5803603)

Last update: 16 February 2021 (Download Latest CV PDF at https://fyhao.com/profile/e-resume/images/cv/CV.pdf)