Robert Gage

Direct Information Technology Voice Authentication initiatives in Enterprise Technology

• Acted as Team Leader for Voice Biometrics driving authentication improvements across multiple channels
• Responsible for developing Product roadmap and backlog prioritization
• Managed team of technologists and helped drive them to be successful and achieve their career goals
• Led vendor market scan to review multiple companies offering Voice Biometric and Synthetic Speech Products
• Coordinated working across various teams to drive successful end to end customer experience in Contact Center authentication area
• Built Product roadmap through thorough understanding of various authentication features and worked with various business owners to design those use cases
• Spearheaded implementation and management of $1 million dollar data center for cloud services and server colocation to support customer needs.
• Introduced procedural improvements to increase visibility into Authentication metrics
• Oversaw development of user-friendly applications, improving employee engagement and satisfaction with technology tools.

• Maintained schedules to meet key milestones at every project phase.
• Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
• Slashed average customer handle time for authentication by 50% by implementing voice biometrics solution in Contact Center.
• Collaborated with team of 30+ people across 5 cross functional teams to drive innovative authentication solution.
• Successfully implemented proof of concept biometrics solution in 4 months, in what is normally 6-8 month effort.
• Led team transition to Agile/Scrum software methodology.
• Coached four scrum teams as Agile Coach on their journey as they transition from traditional waterfall to agile.
• Partnered with vendors in researching and piloting cutting edge technologies that can improve customer experience and authentication methods.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Oversee department meetings with staff leads and managers to ensure continuity of information systems support and goal attainment.
• Ensured project completion by coordinating resources and timetables with user departments, IT staff and data center employees.
• Develop detailed process improvement strategies to improve team efficiencies
• Establish, maintain, and manage project timelines & deliverables
• Responsible for reporting timely updates on project status, cost, scope and health as well as determining project risk scores and designing project mitigation plans

• Developed scalable applications using agile methodologies for timely project delivery.
• Worked with development teams to correct problems and run test scenarios.
• Demonstrated experience and good hands-on programming experience C#, Java Python and Angular.
• Maintained comprehensive documentation of development work, facilitating knowledge sharing among team members.
• Leveraged test-driven development practices
• Designed and developed windows forms UI with XAML and WPF
• Programmed middleware application system in Java on IBM platform