SUMMARY

• IT Business Professional and Development Leader with over 9 years of experience implementing and troubleshooting applications/hardware in sophisticated technical environments with an emphasis on mobile technology.
• Currently focused on leadership within the software development space, works hard to keep teams on the cutting edge of functionality while preserving end-user adoptability.
• Scrum evangelist, believes in and builds highly productive teams for development and support.
• Extremely comfortable with database usage with over 4 years of continuous T-SQL experience geared around ensuring performance, information accuracy, database stability, and reporting.
• Experience running implementation and integration projects from planning to deployment phases.
• Possesses extensive knowledge related to the Software Development Lifecycle, having participated in all roles and stages within it.

TECHNICAL SKILLS

• Apple Ecosystem iOS
• Objective C
• Apple Store release policies/procedures
• and Apple Human-Interface Guidelines
• Android Ecosystem Play Market
• Java
• and Material Design
• Mobile UX Design
• Microsoft TFS
• Object-oriented programming languages (C derivatives)
• LeanKit
• Jira
• Aha.io
• TargetProcess
• Windows 2000/2003/XP/7/8
• Windows Server
• Microsoft SQL
• Oracle
• TCP/IP
• DNS/DHCP
• Wonderware factory automation/integration software platforms
• Exchange Server
• Active Directory
• Great Plains 8/10
• MS Office Pro
• PC hardware.

PROFESSIONAL EXPERIENCE

Product Owner, Lead

Responsibilities:

• Facilitates iterative software development by leading a matrix-managed team of developers and qa directly as Product Owner for Mobile and Data Model/Architecture.
• Leads adoption and development of new practices for the Product organization across all of iModules.
• Tasked with ongoing development of Product Management as a discipline within iModules.
• Manages team of four individuals with responsibility for entire portfolio across the company, as well as UX design.
• Maintains product presence in business organization through conception and upkeep of both strategic and tactical roadmap views.
• Works with partners across organization to forge new business processes that facilitate transparency and knowledge sharing.
• Implements Continuous Improvement principles through iterative meetings around product launch activities, business development planning, inter-departmental communications, and client satisfaction.
• Assists in financial planning around product space as it pertains to SaaS metrics.

Scrum Master, Advisory 

Responsibilities:

• Coaching development teams through agile transitions by developing a full understanding of the Scrum framework and why it benefits all parties.
• Working with senior leadership on understanding and embracing the aspects of agile software development that help them achieve their goals without creating churn on development teams.
• Leading adoption of tools, artifacts, and ceremonies to promote a better investment in team productivity, communication, and autonomy.
• Performing managerial tasks on a day-to-day basis for a team of 13.

Mobile Technical Support Engineering, Manager

Responsibilities:

• Led a team of 8 members, including management of all aspects of employee lifecycles.
• Conducted daily stand-ups and organizes development group around Agile Sprints to ensure they keep up with and respond to customer demands/issues.
• Improved MTS process to the point that the team is able to take on Sprint work (in addition to defect remediation in Production) from the primary Mobile Development team in order to facilitate overall roadmap acceleration.
• Serve as customer-facing escalation point for any issues arising in Fulfillment and Support queues.
• Serve as technical resource and Subject-Matter Expert for all mobile platforms within JHA-IS.
• Respond to critical events and manage priority of support cases.
• Drive development-based defect fixes through change-approval process.
• Work with cross-product groups to support third-party integration in mobile applications.
• Assisted in Product Management direction and prioritization.
• Communicated any critical issues to executive team as necessary.
• Provided KPI metrics to executive team to track group efficiency. Also provided statistics tracking for multiple aspects of casework (case aging, platform, functionality, etc).

Technical Business Analyst, Advisory

Responsibilities:

• Wrote functional and technical requirements for existing and future offerings from IS - Mobile.
• Fulfilled Business role in SDLC.
• Product Owner in Agile/SCRUM environment.
• Work closely with development for hours estimates/story points, deliverables, Product Owner reviews, and filling in requirements gaps as necessary.
• Work closely with QA offering guidance on functionality and design.
• Work with Project Management group to ensure deadlines are met and assist in planning duties.
• Coordinate Alpha/Beta efforts including end-user selection, milestones, and rollout planning.
• Lead meetings and planning efforts involving cross-product/company-wide resources.
• Extremely comfortable with gathering requirements from all stakeholders (internal and external).

Internet Solutions Mobile Application Fulfillment

Responsibilities:

• Worked with development on scheduled releases for product updates.
• Planned automation projects for automatically deployed builds (Jenkins) and Continuous Integration.
• Customized and branded standard iPhone and Android applications per Financial Institution request. This life-cycle includes taking the primary build from development, customizing it to the Financial Institution, and taking each app through the publication process with Google and/or Apple.
• Educated Support, Install, and Customer Relations regarding best practices for each marketplace, usage of the app, sign-up process, app completion timelines, and the verification process for Fulfillment cases.
• Created documentation around application verification, Google Play/Apple Developer portal usage, application workflow, and developer projects regarding Fulfillment development needs.
• Assisted in hiring new members of team in order to keep Fulfillment abreast of workload demands.

Technical Support Representative

Responsibilities:

• Worked standard Level 1 case load involving troubleshooting use of the NetTeller product, the mobile banking products, and Multi-Factor Authentication suite.
• Advised and supported Level 1 TSR's when a problem goes beyond simple configuration or usage. Troubleshooting .Net and Cold-fusion errors from page malfunctions, creating master cases defect tracking, and reviewing cases before they are passed to development triage.
• Rotating responsibility of Level 2 TSR's to manage the Level 2 case queue as well as attend daily development meetings in the War Room.
• Develop documentation for new processes and procedures as necessary for Level 1 TSR use.

Application System Analyst

Responsibilities:

• Supports and troubleshoots issues involving the Pharmacy Management System. Ordering, Inventory, Insurance Claims, Prescription dispensing, and hardware devices involved. Heavy T-SQL usage.
• Deals directly with customers, confidentially handling protected health information in accordance with all regulations.

Product Support Engineer

Responsibilities:

• Supports and troubleshoots complex issues involving document imaging/enterprise content management software package from Perceptive Software (ImageNow, CaptureNow, etc).
• Provides immaculate customer service and timely business solutions for high-impact situations. The ImageNow product suite integrates heavily with SQL and Oracle, which necessitates a strong understanding and usage of SQL statements to retrieve and track information related to proprietary database use, as well as maintenance and scaling concerns including indexing and performance.

Technical Support / IT System Administrator

Responsibilities:

• Worked on-site and off-hours as needed.
• Assisted in developing application strategies and architectures for plant-floor HMI operations.
• Technical support of Wonderware products including: InBatch, InSQL, InTouch, Information Server, DataAccess Servers (DASABTCP, DASGESRTP, FSGATEWAY, etc), Application Server, ActiveFactory, License Server, and System Platform.
• Troubleshot implementation of Wonderware products through Integrators. This includes going over all custom code/scripts for site (C# .Net containers in ArchestrA graphics, WWScript library in Visual C++ for any Intouch applications, T-SQL for InSQL troubleshooting/implementation custom to each site, and HTML/XML for Information Server), checking for logic errors, ensuring data-points and memory addresses are properly mapped through I/O Servers and PLC ladder logic.
• Certified Service Professional (WW Certification Test) in InTouch 9.5 and InTouch 10.0.
• Attended official training classes for: Application Server 2.0 and 3.1, InBatch 8.0, InTouch, System Platform, InSQL 9.0, ActiveFactory 9.2, and ACP ThinManager 3.0.
• In-house IT Management of: All computers and laptops, Microsoft Exchange 2007 and all migrations up to it, Logic Domain, Great Plains 8.0 and 10.0, Company Anti-Virus, Network Routing and management, and Logic’s Active Directory.
• Administered high-availability systems for Hardware Lock-Step Redundancy, ACP ThinManager Thin Client software, Advantech Industrial PCs, Arrista Industrial PC's, and Longwatch.