Mark A. Berry

About Mark A. Berry

American Express - Senior Engineer - Global Services Group Technology - Lead a fast-paced, entrepreneurial Scrum team of employee & vendor technical resources delivering world-class customer experiences in Payments, Credit Collections, Fraud, and Acquisitions across multiple contact channels including Interactive Voice Response (inbound & outbound), Web, Mobile, Video, Click 2 Chat, and other messaging capabilities) utilizing natural language understanding, intelligent contact routing and call treatment in the cloud.Work with Global business partners and senior-level architects to determine and interpret business requirements into technology solutions. Develop program strategy and enterprise-wide project plans and identify requirements that meet business needs. Develop software and architecture standards to optimize re-usability and improve information integration and system interoperability.

Experience

1. Senior Engineer - Global Customer Contact Capabilities

   American Express

   Oct 2013 — Present · Phoenix, AZ, US

   Lead a fast-paced, entrepreneurial Scrum team of employee & vendor technical resources delivering world-class customer experiences in Payments, Credit Collections and Fraud reporting/analytics across multiple contact channels including Interactive Voice Response (inbound & outbound), Web, Mobile, Video, Click 2 Chat, and other messaging capabilities) utilizing natural language understanding, intelligent contact routing and call treatment in the cloud.• Served in several core positions (Senior Engineer, Lead Dev, Tech PM, Certified Scrum Master) within multiple Agile teams driving user story analysis and elaboration, stand ups, burn downs, retros, development, and project management.• Drive best-in-class development practices - CI/CD pipeline and test automation tools; Develop PaaS software and architecture standards to optimize re-usability and improve information integration and system interoperability• Lead technical design and code reviews, and drive alignment with portfolio architects.• Drive completion of high-quality technical artifacts and design documentation.• Work closely with Product Owners, Program Managers, Business Partners, Business Analysts, Architects, and Vendor Technical Resources to ensure requirements are clearly elicited.• Experience: Natural Language Understanding (NLU) Voice Response, VoiceXML, UCCE/ICM, Java, Python, PHP, JavaScript, Spring Boot micro services, CI/CD, PaaS in private cloud utilizing Kubernetes/OpenShift, GitHub/Bitbucket, Genesys platform and Oracle database.

Education

• California State University, Fullerton

  Information Technology

  1983 — 1987

• Skillsoft

  Continuing Professional Education, Computer Science

  2012 — 2013

• Cerritos College

  Business Administration, Operations Management and Supervision

  1980 — 1982

• American Express

  VoiceXML 2.0

  2016 — 2016

Skills

• Bootstrap Framework (Twitter Bootstrap)
• Apache
• Databases
• Oracle Vm Virtualbox
• Html5
• Git
• Ajax
• Virtualbox
• Software Development
• Scrum
• Mysql
• Codeigniter Framework
• Cti
• User Interface
• Cobol
• Jquery
• Web Applications
• Red Hat Linux
• Web Development
• Php
• Cascading Style Sheets (Css)
• Xhtml
• Server Side Programming
• Project Management
• Css
• Speech Recognition
• Vxml
• Sip
• Software as a Service (Saas)
• Agile Methodologies
• Ivr
• Cms
• Java
• Cloud Computing
• Javascript
• Html 5
• Voicexml (Vxml)
• Oop
• Saas
• Mvc