Senior Technical Account Manager Resume

SUMMARY:

Goal - oriented, energetic, and highly engaged ETL Developer. Known for using a consultative approach to successfully solve complex business challenges. Strives to find the best solution by engaging diverse perspectives.
Lifelong learner who sees challenges as opportunities to move the business forward.

TECHNICAL SKILLS:

Tools/Technologies: Informatica Power Center, Hadoop, Erwin Data Modeler, Cognos, SQL, Database development and management tools, Shell scripting, Transact-SQL, PL/pgSQL, Avaya (ACD, CMS, CTI), Witness Systems (Call and Screen Recording, Workforce Management), SQL, SharePoint, Microsoft Project, Google and Microsoft Productivity tools

Operating Systems: UNIX, Linux, and Microsoft Windows

Databases: HAWQ, Greenplum, Oracle, Microsoft SQL Server, Sybase IQ, and Sybase

PROFESSIONAL EXPERIENCE:

Confidential

Senior Technical Account Manager

Responsibilities:

Responsible for ensuring customer success, clients included an International conglomerate and an integrated technology service.
Supported customer onboarding, provided project leadership, architectural guidance, and on-going account management to maximize the business value of the customer’s Pivotal investment.
Fostered close relationships with cross-functional teams within Pivotal and EMC to resourcefully address evolving customer needs and de-escalate issues.
Managed client relationship in a constantly changing environment by helping them understand the product, where the product is going and gathering client insights.

Confidential

Senior Big Data Consultant

Responsibilities:

Transitioned from contractor to full time employee providing technical leadership in a range of complex Big Data engagements to ensure a smooth implementation.
Recommended process improvements which aligned with best practices and the strategic and tactical goals of the business.
Proposed, documented, and implemented technical solutions to address evolving client requirements.
Provided knowledge transfer for a successful customer handoff to technical team.

Confidential

Data Warehouse Developer/Analyst

Responsibilities:

Responsible for implementing complex, critical to the enterprise, highly visible data warehouse projects. Gathered data needed to help the customer make business decisions which mitigated risk, managed cost effectively and recovered revenue.
Successfully managed the implementation of high visibility data warehousing (DW) projects across cross-functional teams ensuring on-time delivery.
Actively monitored project risks and scope creep to identify potential problems and proactively identify solutions.
Communicated project status and strategic recommendations to stakeholders, team members, and management on regular basis; escalated changes/issues accordingly.
Provided recommendations to management and business stakeholders on how to integrate requirements with current systems.
Worked with customers to understand business processes and convert user requirements into technical solutions.
Established best practices and standards to support high-quality DW systems.
Resolved production, performance, and data quality issues.
Collaborating with cross-functional dynamic-teams developed databases, physical models, and ETL jobs for the enterprise.
Conducted design and code reviews and facilitated turnover sessions.

Confidential

Senior Software Engineer

Responsibilities:

Responsible for integrating third-party complex Call Center Systems for Florida Power & Light, a principal subsidiary of Confidential . The Call Centers operated in a highly regulated, compliant, risk-adverse environment. Scope and complexity of the role changed from end-user support during system implementations to providing technical SME oversight for all call-center systems.
Led the integration of complex Call Center systems following the SDLC Waterfall process, improving systems functionality, reliability, and customer experience.
Identified and aligned business and IT objectives, discovered customer pain points, offered recommendations, and recognized current and future IT needs.
Offered technical expertise at the Customer Service and Information Technology Change Control Board increasing change success rate.
Participated in the vendor selection process, from business case inception, requirements gathering, RFP or RFI development, feasibility studies, vendor selection, statement of work, and proofs of concept (PoCs), through implementation of the selected solution to ensure it met customer’s needs.
Coordinated, piloted, tested, and approved desktop, system, and infrastructure changes, reducing down time and increasing productivity.
Provided on-site end-user and application support and exceeded service level agreements while responding to major Call Center system/application deployments, outages, and natural disasters.

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