SUMMARY:

A software and applications support professional with experience in application development, project management, business analysis, system administration and IT team management.

TECHNICAL SKILLS:

Keywords: Scrum Master, Project Manager, PHP, PERL, UNIX/LINUX Shell scripting, UNIX, LINUX, PHP, PERL, Multivalue, bash, ksh, Drupal, Joomla, CMS, ERP, UC4 AppWorx, VersionOne, JIRA, Agile, Visio, Sarbanes Oxley, Compliance, Business Analyst, RiskMaster, xTuple, Adempiere, Apache, Norstar, OpenInsight, Rocket U2, UniData, Universe, NationBuilder, BaseCamp, Microsoft Office, OpenOffice/LibreOffice, Ubuntu, Red Hat, SUSE, Release Management, Call Center.

PROFESSIONAL EXPERIENCE:

Confidential

Customer Support

Responsibilities:

• Provide level 2 application software support for Sage 100 Contractor.
• Primarily troubleshoot and resolve application issues.
• Provide just - in-time training on the application and self-service web tools.
• Also troubleshoot hardware, network and operating system issues.
• Primary channel is phone support.

Confidential

Inbound Agent

Responsibilities:

• Answered inbound calls, took messages, and scheduled appointments for doctors, lawyers and various companies in a courteous and professional manner.
• Provided software application support for end-users over telephone, chat and e-mail.

Confidential

Supervisor V, WebSphere/Smart Meter Development Team

Responsibilities:

• Formed the WebSphere Center of Excellence to properly implement the Confidential WebSphere SOA integration tools into Confidential ’s IT environment.
• The COE was later rolled into the Smart Meter Development team.
• Implemented Agile project management software VersionOne to manage the Agile software development process.
• A corporation’s first year of certification is a major milestone and requires a large project effort across the organization. Became the 4th IT Coordinator in March of 2007. Confidential had to be compliant by 12/31/2007. IT was failing the testing with only about a 40% pass rate. By 12/31 IT was passing at a rate in the mid 90% range. Confidential was certified for year one with no material or significant deficiencies.

Project Manager

Confidential

Responsibilities:

• As a PM managed multiple projects usually working with a business PM.
• The business PM would work more directly with the clients on requirements and process.
• IT PMs worked closely with the Business PM and IT personnel to translate requirements to tech specs and then actual system.

Analyst

Confidential

Responsibilities:

• Supported the operations of Confidential ’s trading floor and the transmission and load dispatch department.
• The trading floor and transmission/load dispatch departments operate 24/7, 365 days a year.
• Confidential only generates about 60% of its base load so it buys the balance in the market.
• Load Dispatch manages the power grid in Confidential ’s control area.

Enterprise Scheduling Analyst

Confidential

Responsibilities:

• After about a year as a contractor Confidential created a position for me to hire me on as a full-time employee.
• Continued the same duties as I was performing while I was on contract from Decision Consulting (see below).
• Implemented new UNIX-based enterprise scheduling system Confidential to replace Confidential mainframe scheduler and trained developers and other staff on use of Confidential automation tool.
• Duties performed for clients include network design and implementation, telephony design and implementation, UNIX System Administration, Source Code Control, Configuration Management, and general IT consulting. Work was hands-on and highly technical.

Confidential

Director, Client Information Systems

Responsibilities:

• Responsible for all interactions with the client on behalf of the Information Technology Group.
• Directors manage project teams that are responsible for solution delivery.
• This includes producing functional specifications for all system development and integration work
• Formed new department within Information Technology Group. Logistics is responsible for all technology purchasing, asset management, contract administration, and billing audit. Over 50 percent of corporate purchasing is technology, or technology-related.

Technical Project Manager

Confidential

Responsibilities:

• Responsible for IS portion of new facility build-outs, new client project implementation, existing client program expansions and moves, and internal client project management.
• Serve as liaison between business units to facilitate implementation of external and internal client requirements.

Confidential

IT Manager

Responsibilities:

• Responsible for computer operations, end-user computing, and technical support of a $300 million distributor of pre-recorded tapes, compact discs, video tapes, and accessories

Confidential

Developer

Responsibilities:

• Maintained and developed programs for processing health care claims and property and casualty claims.
• Used Advanced Revelation development tool.

Confidential

Director of Information Systems

Responsibilities:

• Primary responsibilities included direct supervision of junior analysts whose functions were to perform maintenance and minor enhancements to existing applications. Duties also included analysis of new software products, and general system administration.
• Implemented SupportMagic Help Desk & Asset Management System. Planned processes and wrote procedures for using the new help desk & asset management system

Programmer/Analyst

Confidential

Responsibilities:

• Analyzed manual systems at end-user’s request in order to automate. Included project team -leadership role, software design, coding, and implementation. Also trained end-users to operate the system and software.