PROFILE:

• Strong professional with over 20 years of experience most recently as a Release Manager in both public and private sectors.
• As a Release Manager, I am responsible for the tracking and scheduling of application and infrastructure deployments including non - profit and government enterprise environments.
• I also have extensive experience in customer support and most recently Change Control Management.
• Management skills Multi-Tasker Excellent interpersonal skills
• Leadership skills Resourceful Communicative
• Organized Self-motivated Easily adaptable and Team Player
• Results-oriented Analytical Detailed

SKILLS:

DBMS e-GovernmentHP-UXHP 9000 seriesOracle

Oracle (eBusiness)Windows SunUnify

SQL

MS Office Suite

Sharepoint

Peregrine Tracking Tool

Rational (ClearQuest) Tool

CollabNet SourceForge Tool

EXPERIENCE:

Release Management Analyst

Confidential, Arlington, VA

Responsibilities:

• Work closely with established disciplines for the planning, managing, and deployment of infrastructure releases.
• Work to guarantee repeatable, reliable, predictable and timely delivery of infrastructure products and/or updates
• Create, review, publish and manage release plans, formal release notification, deployment instructions and launch plans as needed
• Determine the readiness of each release based on release criteria; quality of release, production environment readiness, training, support plans and back-out plans
• Responsible for ensuring that all required documentation is finalized and in electronic document storage
• Reporting of established metrics

Release Manager, Consultant

Confidential, Reston, VA

Responsibilities:

• Managing deployment of product releases
• Defining deliverable artifacts such as the Build of Materials required to deploy one or more products, deployment documentation and defect tracking updates
• Coordinating release activity with Product Managers, Configuration Management and Change Management to ensure code deployments run smoothly and on schedule
• Managing and auditing production and non-production environment source code
• Striving to automate every aspect of the release process to save time, improve accuracy and promote repeatability of the builds
• Helping to define and implement Release Management strategy, policy, runbook and templates
• Backup for Change Management by reviewing and processing RFCs, collecting approvals for emergencies, assisting with CCB meetings and related documentation.

Release Manager

Confidential, Reston, VA

Responsibilities:

• Plan and oversee the successful rollout of application software and infrastructure related events for the Transportation Security Agency (TSA) contract
• Manage deployment of product releases in non-production and production environments with direction from the TSA Release Manager
• Support TSA Release Manager in assessing & prioritizing multiple tasks and release efforts
• Ensure schedule, resources and milestone dates are communicated via a daily excel spreadsheet to ensure major and minor deployments are progressing via release schedule for frequent, rapid releases into multiple functional environments
• Coordinate release activity with Product Managers and Configuration Management to ensure code deployments run smoothly and on schedule
• Work with Change Management to ensure releases are approved for production via the TSA System Change Control Board (SCCB) and/or approved process
• Communicate with Change Management to ensure agreed upon change has appropriate approvals in place and is acknowledged by TSA’s Technical Operations Center
• Communicate major events to customer system owners to ensure they approve or acknowledge planned production activity including extended downtime
• Currently work with 1 Release Associate to provide support and mentoring
• Prepare, track, and report on software releases including producing application related metrics on monthly, quarterly and end of fiscal year totals
• Use the TSA CollabNet tool to collaborate with cross functional teams
• Strive to improve every aspect of the release process to save time, improve accuracy and promote repeatability of the builds
• Created release documentation in order to improve the process to deliver and deploy releases and break fixes

Support Analyst

Confidential, Reston, VA

Responsibilities:

• Provided excellent customer service for via phone support (or any other communications medium as necessary (i.e., fax, email, etc.).
• Managed customer tickets/calls via Peregrine tracking tool into the Rational ClearQuest tool to ensure the proper process & resolution cycle was followed ensuing appropriate internal contacts are involved until resolution.
• Product team lead for the e-Gov PARIS application responsible for interacting with TSA product manager preparing reports on new and aging tickets to ensure customer issues were being addressed and progressing to resolution
• Created product FAQs and maintained an up to date FAQs by contributing new content throughout product life cycle and build process
• Represented AMSS in product testing, QA, release and build cycles when necessary
• Mentored and assisted other team with resolving application issues
• Served as the SME during escalation into level III to ensure all appropriate information is available for the technical team to reproduce and fix, if required
• Took initiative to improve process, team work, and/or any other area that would improve overall team productivity

Principal Support Engineer

Confidential, Reston, VA

Responsibilities:

• Responsible for up supporting up to 25 products within the Call Center/Interaction Center product suite based on different software releases (e.g., release 3i, 11i).
• Served as Team Lead on critical customer situations such as communication with Management, Development and Customers.
• Coordinated resolution of defects with Development.
• Maintained up to 18 technical libraries for Oracle’s technical repository (e.g., MetaLink) promoting Self-Service toolkit that included FAQ’s, troubleshooting guides, problem/solution, articles, etc.
• Wrote technical articles for Oracle’s MetaLink libraries and contributed to customer Newsletter.
• Worked closely with Development, Global Support Planning, Oracle Consulting, Quality Assurance, Product Management, Product Documentation, and other internal teams.
• Worked on special projects including Problem Avoidance Architecture (PAA) to identify and report issues to Development to improve delivery and supportability, reduce and/or avoid incoming service requests.

Manager, Systems Support and Computer Operations

Confidential, Vienna, VA

Responsibilities:

• Managed the technical support groups that comprise 2nd and 3rd tier support for the company’s legacy application software and hardware.
• Managed two computer operations centers.
• Included, HP-UX, DEC VMS, VAX/Alpha hardware and Windows NT support.
• The VA ops center supported HP machines for 65 centralized and decentralized, full service and turnkey customers that used our primary legacy application. The center also supported other internal groups such as Development, MIS, Desktop Services, Application Services, etc.
• Supported year 2000 (Y2K) HP-UX 9.04 to 10.20 and HP-UX 10.10 to 10.20 upgrade plans.
• Created performance standards, goals & objectives, and sample performance appraisal.
• Developed job descriptions for various levels of NT Product Support Engineer positions.
• Established support delivery process documentation and escalation procedures.

Manager, Systems Support

Confidential, Vienna, VA

Responsibilities:

• Managed up to 17 Systems Support Engineers acting as manager, coach, and leader.
• Succeeded in combining technical skills with soft skills to maintain high performance to ensure productivity was being met through qualitative (e.g., customer response) and quantitative (e.g., tracking system statistics) measurements.
• Planned and scheduled major activities and upgrades of accounts to latest software release.
• Managed staff development, including hiring, career pathing, get-well projects, and probation/terminations. Successfully managed remote employees from CA, CO, DE, NJ, PA, TX, and SC.
• Developed and implemented performance standards, goals & objectives, and various levels of job descriptions for UNIX systems.
• Recognized and praised superior performance through awards services programs, bonuses, and salary equity adjustments.

Senior Associate, Training & Documentation Subject Matter Expert

Confidential, McLean, VA

Responsibilities:

• Taught pilot and 7 Introduction to Technical Support courses.
• Assisted with pilot and 3 Advanced Technical Support course material and instruction.
• In charge of monitoring and supporting Realty System’s in-house tracking system that included backups, data recovery, software upgrades, change requests, and providing on-going support on the HP-UX platform.
• Redesigned on-line screen, input tables, and indexing as requested from support personnel.
• Cross-trained with the technical support subject matter expert to become more fluent on the HP-UX operating system and support structure.