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DELIA J. MICU
www.linkedin.com/in/deliajmicu
:djmicu@uicalumni.org
: (630)-805-2138
SUMMARY
• Senior Leader with 18 years of experience in software development life cycle (SDLC) and Service-
Oriented Architecture (SOA)
• Extensive experience in technical consulting and professional services with Fortune 500 companies
including Accenture, Searle Pharmaceuticals, Motorola, EA, eBay, AT&T, SiriusXM, Terminix, TruGreen,
McDonalds
• Design and develop custom solutions (including CRM) per customer’s business requirements and
objectives
• Expertise in system architecture and integration with a strong analytical skillset and a quick learner
• Interface with all levels within the organization specifically sales, marketing and operations groups
• Identifies innovative technical solutions for complex and diverse business processes and requirements
• Hands-on technical expertise using RightNow CRM(Oracle Service Cloud) configuration experience and
CRM integration for Call Center web applications
• Deploy solutions, and resolve critical production issues as part of the post Go-Live Support
• Demonstrates ability to debug, identify, analyze, and resolve complex problems in production
applications by working independently or in cross-functional team environments on both functional &
technical capacity
• Strong interpersonal and communication skills, good analytical and problem solving ability
• Project management, customer relations, SOW preparation and project estimates
• Architecture and development of web applications using Java technologies
• Participated in onshore-offshore organization model (India & Italy)
PROFESSIONALEXPERIENCE
RiverStar Software, Inc. Wheaton, IL May 2006 – present
Privately held Software Product Development Company (PaaS), offering customized and innovative
technology to enable its clients to deliver outstanding customer interactions.

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Role: Senior System Analyst and Architect Environment: RightNow CRM(Oracle Service Cloud),
RiverStar Studio, SQL, MySQL, MS SQLServer, JDBC, Linux,
Agile, Web Services, REST, WSDLs, SOAP, XML, HTML, CSS,
Tomcat, Apache httpd, Java, C#, IIS, Balsamic, JIRA, Mantis,
BolderThinking CTI (Computer Telephony
Integration), CosmoCom CTI, PuTTY, WinSCP, MS Visio,
OpenVPN, AWS
Client Engagements & Accomplishments:
• Lead system requirement gathering activities.
• Design and enhance system functionality for specific customer business needs.
• Employ Agile Methodology to deliver custom integrated software solutions.
• Recommend effective business workflows based on experience and best practices.
• Improve optimization and overall system performance issues of the different web applications by
implementing indexes and refining the program logic where needed.
• Resolve defects recorded in the defect tracking system (Mantis) debugging the root cause and
resolving issue.
• Provide Post Go Live Support, addressing critical issues in production environment.
• Develop user guides and conducted host training sessions.
Compass – CRM (Milan, Italy)
A financial bank of the Mediobanca group specializing in customer loans, payment services and insurance.
Annual revenue of €1.7 billion.
• Designed and implemented a banking portal with Customer Relationship Management (CRM) and data
access privileges based on user profiles, roles and authorizations.
• Architected the process for transforming incoming questions and emails into FAQs (Frequently Asked
Questions) and designed and implemented the FAQ system which included a management portal area
visible to users of a newly formed FAQ role.
• Created a large repertoire of complex, drill down and normal reports using the RiverStar Reporting
product.
• Developed the inbound email process which searches for the contact based on the email address or
creates a new one if needed, and does rule processing based on new email vs. previous email thread
with distinct categories, products and other details.
• Implemented the report export features to PDF, Excel and CSV files.
Convergys – eBay CRM
A world-class customer management firm with a global footprint. Annual revenue of $3 billion.
• Using RiverStar’s Agent Desktop with customized campaign scripting, designed and implemented a
custom CRM for this call center, which resulted in 60% productivity increase and 50% decrease in
OpEx.

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• Architected a custom CRM database that allowed new custom fields setup and captured call data and
agent state data.
• Designed and created web service for integration to the CTI system, serving the next dialer record, and
queueing the next records for use.
• Implemented the process used by the agents for making an outbound call to an eBay member, having
the customer data readily available along with the correct script for delivery.
• Developed custom scripts containing notifications of new features or promotional offers for eBay store
owners, dispute resolution or information to address other issues.
• Created a process that was on a cron schedule for pulling call data from BolderThinking, the CTI
platform.
Convergys – Intraday application
• Designed and implemented a web portal used by financial brokers to call clients with news and market
updates allowing brokers the ability to reach more clients, by reusing or record a voice message which
could be delivered in the background when an answering machine was reached.
• Wrote code to calculate invoices for complex organizational structure.
• Created and scheduled a monthly process to run the billing report and email users from each creation
their invoices.
• Designed and implemented a background process to pull back call detail data from the CTI provider
every 15 minutes.
EA (Electronic Arts)
Electronic Arts Inc. is a leading global interactive entertainment software company delivering games,
content and online services for Internet-connected consoles, personal computers, mobile phones and
tablets. Annual revenue of $3.8 billion.
• Architected and managed delivery of business solution for this Fortune 500 client within 6 months from
conception, resulting in 10,000+interactions per month, which was then repeated for a competing firm the
following year.
• Integrated with UPS for creating shipping labels used by both end users and the EA fulfillment houses.
Accenture Technology Solutions (ATS), Chicago, IL November 2004 – May 2006
Workforce of technical specialists that design and implement solutions, delivering high performance
innovation to clients across all industries. Accenture annual revenue of $30 billion.

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Role: Systems Analyst Environment: Rational XDE & RSA (design), RAD & WSAD
(implementation), EJBs, J2EE, JSP, Eclipse, WebSphere
Application Server, JBoss (web portal & application server),
Mercury TestDirector (defect management), CVS (source
control), Oracle, JUnit
Client Engagements & Accomplishments:
• Key player in the onshore-offshore team model for SBC Online projects.
• Coordinated offshore team of 8 members to effectively design, implement and integrate new valuable
features to the Hosted Internet Protocol Communication Services (HIPCS) web application.
• For the Consumer Voice over IP Portal project, designed, implemented, tested and deployed the
Address Book portlet, for the web users to manage their address book entries. (JSR 168 Struts portlet).
• Designed the Address Book module, using a stateless session EJB to add, edit and delete address book
accounts and the address book entries. (Oracle DB).
• Analyzed technical requirements, designed, created and implemented the reports, e-mail notifications,
simultaneous ringing and other telephony related features for the HIPCS application. (J2EE using WSAD
and Eclipse).
• Resolved defects that system testing uncovered, built and deployed the new code (war and jar files) to
the development, testing and production environments.
NEXVU Technologies, Schaumburg, IL August 2002 – July 2004
Provides application performance management solutions (product and professional service) for
organizations with widely distributed, mission critical computing environments.
Role: Sr. Software Engineer Environment: Linux RedHat, Java, Cache DB, Eclipse,
JDBC, XML, HTTP, FTP
Accomplishments:
Architect and develop various features for the NEXVU Application Performance Analyzer, which is a
network based, passive mode application performance monitoring and analysis solution. The analyzer is
comprised of a customized Gateway hardware, with Linux RedHat 7.3 as the operating system, and Java
1.4 in-house developed software. Network traffic data is massaged and written at thousands of rows per
second in Cache database.
• Designed and implemented the system’s software update mechanism/feature allowing updates to be
downloaded and installed from multiple locations (HTTP, FTP, local file and/or system’s Manager) from
the click of a button. XML files allowed for ease of use, and flexibility.
• Developed and tested the LDAP user authentication feature to the product.
• Aggregated flow, protocol and host data in separate threads to make it available for monitors and
reports, while enabling the GUI status panel to present the active/current flows.
• Implemented a pool for inserting data in batch mode using JDBC database connection.

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NAVTEQ, Chicago, IL May 2002 – July 2002
Creates and provides navigable maps used in in-vehicle navigation systems world-wide. Customers include
major automotive companies, consumer electronics companies and OMEs, and internet mapping services.
Purchased by Nokia in 2007.
Role: Computer Consultant Environment: JBoss, RTMS XML, EJBs and servlets, XSLT
Accomplishments:
• Installed and configured JBoss 2.4 application server for the development/test environment, added
features to the demo web application (ex. display traffic and accident data on maps), and updated the
Application Framework to use their latest RTMS XML interface. This comprised of EJBs and servlets,
and XSLT files.
Motorola, Downers Grove, IL November 1999 – April 2002
A multinational telecommunications company consisted of a multitude of divisions. The ISCG division
created the Mya Voice Platform, a computer assistant similar to today’s Siri iPhone “application”.
Role: Software Engineer Lead Environment: Java, JDMK (Java Dynamic Management Kit
API from Sun), Oracle, Rose, XML, UNIX, MSDE, MADK,
MiX
Accomplishments:
• Design, implement, unit test and integrate an OA&M (Operations Administration and Management)
sub-system for managing any process/application using Java, JDMK (Java Dynamic Management Kit API
from Sun), Oracle, Rose, and XML for the UNIX environment.
• Designed the architecture and developed an automated fault recovery process in Rose, using class,
sequence and activity diagrams, which enhanced performance and accuracy while reducing downtime.
• Integrated the Motorola Instant Messaging and Unix Voice Gateway processes with the OA&M, which
ensured proper use and implementation of a user-friendly interface for management and
configuration.
• Acted as team leader and main developer implementing a simulation of the Starfish TruSync address-
book, task and calendar interfaces using Java and Java servlet technology, to enhance the MiX
Simulator, in order to expand client base and provide added functionality.
• Provided presentation that explained the difference in architecture, components and functionality of
the MiX Simulator and MADK (Mobile Application Development Kit) to achieve clear understanding of
the compatibility of the two products.
• Designed the architecture and created a desktop mini MiX platform (Motorola Internet exchange)
using the MiX API, Access database and MSDE (Microsoft Database Engine) providing outside
developers a framework for developing and testing applications for the MiX platform.
SEI Information Technology Inc., Oakbrook, IL July 1996 – October 1999

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Founded in 1969 and has been a provider of customer support, business consulting, etc. It has delivered
professional services including customer support and technical support for leading companies worldwide
for close to thirty years.
Role: Computer Consultant Environment: SFA, MS SQL Server, POS
Client Engagements & Accomplishments:
• Designed a new database for Ameritech Pay Phone Service, working as a database architect and using
MS SQL Server 7.0, after analyzing existing database schema and business rules, migrating the old data
into the new tables to successfully deploy the new SFA (Sale Force Automation) product.
• Conducted Y2K testing of the billing system for Baker & McKenzie, a multi-national legal firm.
• Designed and developed a new process to automate the promotional data transfer for Searle
Pharmaceuticals new drug Celebrex to Pfizer with improved accuracy, eliminating the need for human
intervention.
• Delivered PC/POS systems technical support for McDonald’s Corporation stores nationwide.
EDUCATION:
B. S. College of Engineering in Computer Engineering, University of Illinois at Chicago, Chicago, IL (1996)
TRAINING &MEMBERSHIP
 Member of APLN (Agile Professional Learning Network) meetup group
 ATS Team Lead School
 IBM Portal Development
 DePaul University
 Component Enterprise Computing using JSP (Java Server Pages) and Servlets
 Software Component Architecture using EJB (Enterprise Java Beans)
 Sun Microsystems
 Distributed Programming with Java (Motorola University)
 Rational University
 Fundamentals of Rational ClearCase and UCM
 Managing Software Projects with Rational ClearCase and UCM