Summary
Overview
Work History
Education
Skills
Certification
Patents
Work Availability
Accomplishments
Timeline
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Jeff Norton

Jeff Norton

Dunnellon,FL

Summary

Professional consultant with track record of providing valuable insights and strategic solutions to diverse clients. Adept at leveraging analytical skills and industry knowledge to drive impactful outcomes. Known for fostering team collaboration and adapting to dynamic environments, ensuring project success and client satisfaction.

Overview

25
25
years of professional experience
14
14

Telecom Certifications

2
2

Patents

3
3

AI Certification

Work History

Senior Application Developer

Inova Health
01.2019 - Current
  • Developed telecom software solutions using EPIC APIs, Java, and third-party tools for seamless integration.
  • Supported migration of Inova’s telecom system to the cloud, ensuring smooth transitions.
  • Led custom IVR development for seven hospitals and 200+ clinics, enhancing patient interactions.
  • Trained team on AI in telephony to improve patient communication.
  • Increased weekly collections by $300K through call center solutions.
  • Created solutions handling over 10k outbound and 100k inbound daily calls.
  • Designed financial software for patients to manage credit balances.
  • Developed Avaya to Epic EMR integration for improved data management.
  • Launched COVID-19 solutions for patient notifications via mobile apps and SMS.
  • Contributed to Avaya’s 2019 Road Show, earning positive recognition.
  • Achieved PCI compliance with architecture that passed external audits.
  • Built advanced speech recognition software with TensorFlow and LLMs.

Senior Managing Partner

Defero Partners, LLC
01.2012 - Current
  • Led a global team of 30+ developers to build advanced contact center solutions for complex communication needs.
  • Managed installations and upgrades for UC and CC systems (AACC, EMC, Experience Portal, Avaya IQ, Avaya Conferencing) to ensure smooth deployments.
  • Developed applications (Avaya CCE, AES, IC, AEP) with CRM integration to enhance customer interactions.
  • Supported Avaya Professional Services by resolving implementation and upgrade challenges.
  • Specialized in deploying solutions that seamlessly integrate CRM and telephony for businesses of all sizes.

Contractor

Avaya Professional Services (APS)
01.2018 - 01.2024
  • Managed implementation and support for Avaya solutions (Aura Contact Center, Experience Portal, Proactive Outreach Manager) for efficient deployment and reliability.
  • Led custom application development and optimized call flows for AACC to enhance customer interactions.
  • Built Avaya Breeze Snap-ins and integrated telephony with Epic CRM for seamless communication.
  • Supported LumenVox ASR and TTS engines to improve speech recognition and user experiences.
  • Ensured system performance through multiple upgrades and implementations, enhancing client satisfaction.
  • Authored functional scripts for Call Back Assist and Proactive Outreach to automate customer communications.
  • Enhanced communication systems for major organizations (American Red Cross, Southwest Airlines, Tesla, Home Depot, and others).
  • Migrated cloud infrastructure from IBM to Azure data center with zero downtime.

Contractor

Avaya Cloud Architect (ACA)
01.2020 - 01.2023
  • Designed Avaya CCaaS architecture in an Impact Level 5 cloud, ensuring federal compliance.
  • Established authorization boundaries and supported engineering teams in system builds and upgrades.
  • Integrated IT regulations early in SDLC to ensure compliance and minimize delays.
  • Developed deployment workbooks and maintained current documentation for project consistency.
  • Led discovery sessions to gather customer requirements and translate them into actionable plans.
  • Facilitated cross-team collaboration to meet compliance and project goals.
  • Created detailed Visio network diagrams for clear communication and planning.

Contractor

Maron Structure Technologies
01.2011 - 12.2011
  • Engineered IT solutions using Avaya, Cisco, and Genesys for Contact Center and Unified Communications initiatives
  • Led technology consultations to align client objectives with innovative strategies, integrating new technologies while maintaining infrastructures
  • Communicated business requirements and IT strategies to stakeholders and advised clients on emerging healthcare, pharmaceutical, and financial technologies
  • Managed fiscal responsibilities and oversaw recruitment and development of Solution Architects and Engineers
  • Directed knowledge-sharing initiatives within professional communities, enhancing collaborative efforts
  • Fostered professional community engagement, mentoring peers and promoting contributions to collective knowledge
  • Authored internally published materials and delivered presentations at technology conferences
  • Supported sales activities, contributing to bids and managing sales cycle information for successful proposals
  • Expanded Maron's client portfolio by identifying new opportunities and managing change within existing contracts

Contractor

Waterfield Technologies
  • Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.

Sr. Application Developer

Prosys Information Services
  • Proactively researched and shared insights on emerging technologies to support challenging projects, enabling the team to adopt innovative solutions and streamline processes across various technical responsibilities.
  • Conducted extensive unit and comprehensive testing, ensuring high-quality functional and technical deliverables while minimizing errors in deployment. This rigorous approach contributed to smoother project rollouts and more robust final products.
  • Developed tailored software solutions in C#, Java, and PHP to meet specific client requirements, creating versatile applications that integrated seamlessly with existing systems and enhanced overall functionality and performance.

Communications Specialist

Coast Guard Auxiliary

Sr. Telephony Developer Consultant

Axa Assistance
  • Collaborated with cross-functional teams, including product managers, designers, and QA, to align feature integration with user and business needs, ensuring a smooth transition from development to deployment.
  • Conducted in-depth code reviews and utilized debugging tools to identify root causes of complex issues, minimizing system downtime and enhancing reliability.
  • Documented all integration processes and resolutions to build a repository of knowledge, which improved onboarding and supported ongoing team learning.
  • Led troubleshooting sessions to resolve persistent technical challenges, facilitating knowledge sharing and boosting team efficiency.
  • Engaged in sprint planning and retrospectives to continuously improve feature deployment strategies, reducing bottlenecks and enhancing project outcomes.
  • Conducted training sessions on best coding practices, supporting team members in developing skills for identifying and solving complex issues independently.
  • Implemented automated testing scripts for recurring functionality checks, significantly reducing manual testing time and improving consistency across releases.
  • Ensured code quality and performance optimization by integrating performance profiling and monitoring tools, leading to enhanced end-user experiences.
  • Proactively communicated with stakeholders to manage expectations, gather feedback, and adjust integration efforts based on real-time requirements and feedback.

Sr. Developer

Option Monster
  • Developed reusable code libraries that streamlined development efforts and improved consistency in software architecture across multiple projects.
  • Developed secure applications by enforcing strong encryption standards and implementing robust authorization mechanisms.

Sr. Application Developer

Pangaea Tech
  • Learned and shared knowledge of new technologies to support technically challenging projects and assume various responsibilities.
  • Performed unit and comprehensive testing to drive functional and technical deliverables.

Sr. Solution Architect

Walgreens

Sr. Application Developer / LLC Member

JG Global Technologies / JG Medical Solutions

CEO

Developers Foundry

CIO

The Web Design Group

Application Developer

Microsoft

Education

Coursework - Computer Science with an emphasis on Data Structure Cloud Architecture

Baker College
Flint, MI

Skills

  • Python
  • R
  • C#
  • C
  • Objective C
  • Visual Basic
  • PHP
  • Java
  • Javascript
  • HTML
  • Flash
  • TensorFlow
  • PyTorch
  • Convolutional Neural Network (CNN)
  • Recurrent Neural Network (RNN)
  • Linux
  • Windows
  • SCO
  • Oracle
  • MSSQL
  • MySQL
  • Postgresql
  • Db2
  • Sybase
  • Cisco
  • Juniper
  • HubSpot
  • Siebel Systems
  • Salesforce
  • Mas 90
  • SAP

Certification

  • FEMA Certifications, Introduction to Incident Command System, ICS-100, An Introduction to the National Incident Management System
  • US Coast Guard Auxiliary Certifications, AUXFS Annual Sanitation Workshop, Civil Rights Awareness, Ethics Training, Privacy Awareness, Prevention of Sexual Harassment Course, Sexual Assault Prevention, Security Education and Training Awareness, Suicide Prevention, Basic Qualification Course, Department of Homeland Security Personnel Security Investigation, The United States Coast Guard Auxiliary Vessel Examiner
  • DeepLearning.Ai, TensorFlow for Artificial Intelligence, Machine Learning, and Deep Learning, Convolutional Neural Networks in TensorFlow
  • 9368W - Agile Foundational Concepts
  • 20660W - Administering the Avaya Session Border Controller for Enterprise - SIP Trunk
  • 60660W - Administering the Avaya Session Border Controller for Enterprise / Remote Worker
  • AVA00481WEN - Introduction to Session Initiation Protocol (SIP)
  • 21450V - Administering Avaya Aura® Communication Manager
  • 70160W - Avaya Breeze™ Implementation and Support
  • 70050V - Implementing and Supporting Avaya Aura® Experience Portal and Proactive Outreach Manager
  • 7006W - Implementing and Supporting Avaya Intelligent Customer Routing
  • 70210V - Avaya Aura® Contact Center Implementation
  • 72200V - Supporting Avaya Aura® Core Components
  • 70280W - Integrating Avaya Proactive Outreach Manager with Avaya Workspaces for Elite
  • 71200V - Integrating Avaya Aura® Core Components
  • 71070W - Integrating Avaya Workspaces with Avaya Aura Call Center Elite

Patents

  • #20070033041, Method of identifying a person based upon voice analysis
  • #20050209881, Method of tracking home-healthcare services using telephony services

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Supervised team of 30 staff members.
  • Achieved weekly past-due collections by $300K by introducing customer call center solutions for Inova Health.
  • Implemented solutions for major organizations like the American Red Cross, Southwest Airlines,Tesla, Home Depot, Walgreens, CVS and countless other notable corporations, enhancing their communication systems and improving customer care.
  • Migrated Cloud Infrastructure from IBM data center to Azure data center with zero downtime.
  • Implemented solution for American Red Cross that increased blood donation.

Timeline

Contractor

Avaya Cloud Architect (ACA)
01.2020 - 01.2023

Senior Application Developer

Inova Health
01.2019 - Current

Contractor

Avaya Professional Services (APS)
01.2018 - 01.2024

Senior Managing Partner

Defero Partners, LLC
01.2012 - Current

Contractor

Maron Structure Technologies
01.2011 - 12.2011

Contractor

Waterfield Technologies

Sr. Application Developer

Prosys Information Services

Communications Specialist

Coast Guard Auxiliary

Sr. Telephony Developer Consultant

Axa Assistance

Sr. Developer

Option Monster

Sr. Application Developer

Pangaea Tech

Sr. Solution Architect

Walgreens

Sr. Application Developer / LLC Member

JG Global Technologies / JG Medical Solutions

CEO

Developers Foundry

CIO

The Web Design Group

Application Developer

Microsoft

Coursework - Computer Science with an emphasis on Data Structure Cloud Architecture

Baker College

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Jeff Norton