David Bowlby 
E-mail: dbowlby@palermosolutions.com
Cell: 614.327.3115
Office: 614.333.2220

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Programming Languages

Java, C#, JavaScript, Meteor, Node.js, Objective C, Cocoa, VB.NET, ASP.NET, VB, ASP, C, SQL, TSQL, PL, COBOL, JCL, VBA, Windows/Unix Scripting

Database Servers

Name Version
Microsoft SQL Server 6.5 | 7 | 2000 | 2003 | 2005 | 2008 | 2012 | 2014
MySQL Server 5.1 | 5.5 | 5.6
Oracle 9i | 10 | 11
Informix 10 | 11

Telecommunication Technologies

Name Version
Genesys CIM 7.1 | 7.2 | 7.5 | 7.6 | 8.0 | 8.1 | 8.5
Genesys Callback 8.5
Genesys Mobile Services 8.5
Genesys Outbound Contact 7.2 | 7.5 | 7.6 | 8.0 | 8.1
Genesys Voice Portal 6.5.1 | 7.2 | 7.6 | 8.0 | 8.1 | 8.5
Genesys Platform SDK 7.2 | 7.5 | 7.6 | 8.0 | 8.1
Genesys Agent Desktop Customization 7.2 | 7.5 | 7.6
Genesys SIP Server 7.5 | 7.6 | 8.0 | 8.1
Audiocodes SIP Gateway Integration Mediant 1000 | TP-260
Avaya Communication Manager Integration & Vectors 5.2.1
Newfound IP Call Recorder 1.5 | 2.1 | 2.2
Cisco Call Manager 4.1 | 4.2 | 5.0
Asterisk 1.8 | 11


Genesys Certifications
  • System Consultant, Genesys SIP SERVER (GCP8 - SIP)
  • Genesys Certified Professional 8 System Consultant, Inbound Voice
Microsoft Certifications
  • Microsoft Certified Professional (Windows 2000)

Work Experience

2013-Present Palermo Solutions Lancaster, OH
  • Mutual of Omaha
    -Developed, tested, and deployed Genesys Callback solution
    -Installation and configuration of GMS
    -Maintained and updated several IVR applications to pipeline deployment
    -Provided Genesys, AWS, and development training and mentoring to team members
  • WPS Health Insurance
    -Developed, tested, and deployed routing strategies for GHA business unit
    -Developed, tested, and deployed routing strategies for HI business unit
  • CenturyLink
    -Provided assistance with upgrade maintenance of GAD customizations.
    -Provided assistance with inbound GAX SPD file for automatic tenant deployment.
    -Created and maintained outbound and eServices GAX SPD file for automatic tenant deployment.
    -Migrated existing production customer base from Newfound IP Call Recorder 1.5 to 2.2.
    -Migrated remote archiver solution to RHEL 7.4, providing OVF templates for clients.
  • Intuition
    -Installation, configuration, and integration of a GVP 8.5 platform with a Siemens OSV switch as an upgrade from 7.6.
  • Duquesne Light
    -Installation, configuration, and integration of a GVP, CIM, OCS 8.1 platform with a Siemens OSV switch.
    -Assisted in development and maintenance of GVP IVR applications which interfaced with web services, databases, and mainframe systems.
    -Developed and maintained GVP IVR applications which were used in conjunction with Genesys Outbound for customer notification.
    -Provided load testing solution to help the customer scale their environment appropriately for emergency scenarios.
  • EmblemHealth
    -Developed a custom IVR driver with ActiveMQ backend to allow the customers Avaya IVR to pass user data to their Genesys environment.
  • Infinite Energy
    -Installation, configuration, and integration of a GVP 8.1 platform with a Siemens HiPath 4000 using an AudioCodes gateway.
    -Provided on site and remote training for the engineering personnel.
    -Worked with the customer to provide example call flows that utilize the company's various web services.
  • BCD Travel
    -Install Nuance Vocalizer with several language packs.
    -Migrate GVP 7.6 installation to GVP 8.5
2010-2013 Matrix System Integration Lab Clive, IA
  • Bank of America
    -Developed, installed, and deployed Genesys Rules Engine for proof of concept effort.
    -Developed workflows in Genesys Composer.
    -Wrote a custom backend jsp that communicated with their web service over SSL/TLS.
  • Mutual of Omaha
    -Streamlined over two hundred routing strategies into a common transaction list based flow.
    -Developed and maintained several GVP IVR applications with integration to Java based web services.
    -Genesys support of a mix of 7.6 and 8 components, integrated with an Avaya switch and GVP 7.6.
  • West Interactive
    -Developed a web based provisioning tool for dynamic deployment of configuration files for Polycom SIP phones using Platform SDK for authentication and role assignment.
    -Deployed a multi-site, multi-tenant, highly available Genesys SIP Server 8.0 platform which integrated with SONUS and Avaya gateways.
  • Qwest Communications
    -Migration of Newfound IP Call Recorder from version 1.5 to 2.2 in lab and production environments.
    -Migration and improvement of Genesys Agent Desktop customizations from 7.6.200 to 7.6.300 and 7.6.304.
  • CareFusion
    -Assisted with migration of their Stat Ticker application from Microsoft SQL 2000 to Microsoft SQL 2005.
    -Provided assistance with problematic Genesys Agent Desktop customizations.
  • AAA
    -Modified an existing .NET softphone to support integration with Genesys Outbound Contact Server.
    -Provided logic for scheduled, push, and preview outbound calls.
2007-2010 Qwest Communications Dublin, OH
Lead Engineer
  • GAD Customization
    -Developed customizations to initiate recording via attached data values or agent annex values.
    -Provided ability for the customization to update recording data fields with values from attached data keys.
  • Statistic Web Service
    -Developed a java based web service that used the Platform SDK to register and query statistic values from Genesys Statistic Server.
  • Newfound IP Call Recorder
    -Designed, developed, tested, and transitioned a redundant call recording solution developed in cooperation with Newfound Communications.
    -Developed a java web service to interface the Newfound API to be used by Genesys URS.
    -Configured two-way replication between two MySQL database servers at different sites.
  • SIP True Connect
    -Designed, developed, tested, and transitioned a web service to be used by a Genesys strategy to provide agent login, logout, ready, and not ready state changes.
  • Stream Manager Administration Console
    -Designed, developed, and tested a 3-tier application responsible for distributing audio announcements and music on hold files from the customer to all Genesys Steam Managers.
    -Application featured Genesys authentication, tenant level security features, audit logging, and error reporting.
  • Genesys SIP Server
    -Supported three multi-tenant Genesys sites using SIP Server, OCS, GVP, Stream Manager, and Newfound IP Call Recorder.
2002-2007 Cardinal Health Dublin, OH
Senior Application Development Analyst
  • Stat Ticker
    -Completely redeveloped a .NET application provided by a third-party that integrates with Genesys Integration Server to provide agent statistics to agents.
    -Added features to provide skill, threshold, and broadcast level messages to the agent.
    -Created web-based administration interface that handles message, configuration, and software update management.
  • Genesys Projects
    -Deployed and supported 7.1 and 7.2 environments at multiple sites using skills-based routing, outbound campaigns, GVP, Nuance, and Virtual Hold.
    -Integration with Cisco Call Manager.
    -Created and maintained outbound campaigns for delayed trucks.
  • Cisco Projects
    -Designed, implemented, and supported five seperate Cisco Call Manager sites.
    -Designed, implemented, and supported a Cisco IP Contact Center Express installation at one of those sites.
  • Inventory Database Project
    -Consolidated three methods of tracking inventory information into a single web-based interface.
    -Designed, developed, and implemented the ASP.NET application and SQL database.


1996-1998 | 2006 DeVry University Columbus, OH
  • Bachelors of Science in Computer Information Systems
  • Learned C#, VB.NET, ASP.NET, Java, COBOL, JCL, Visual Basic, ASP, and C++
  • Learned Object Oriented Programming and Unified Modeling Language
2000 Rockhurst University Columbus, OH
  • Windows NT Security
2000 Global Knowledge Columbus, OH
  • Internetworking with TCP/IP
  • Unix Level I
2002 Caspian Learning Centers Columbus, OH
  • Implementing a Microsoft Windows 2000 Network
  • Implementing Microsoft Windows 2000 Professional & Server
  • Microsoft Windows 2000 Network & Operating System
  • Implementing & Administering Microsoft Windows 2000
  • Designing Microsoft Windows 2000 Networking Services
  • Designing Microsoft Windows 2000 Directory Services
  • Designing a Secure Microsoft Windows 2000 Network
2005 Global Knowledge Dallas, TX
  • Cisco IP Telephony Part 1
  • Cisco IP Telephony Part 2
2007 Genesys University Daly City, CA
  • Building Basic Routing Strategies (BRD)
  • E-mail and Web Media Overview (EWO)
  • E-mail and Web Media Installation and Configuration (EWI)
2010 Genesys University Daly City, CA
  • Framework 8 Deployment