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Sr. Solution Architect And Manager Of Technical Support Resume

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Laguna Hills, CA

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SUMMARY

16+ years of R&D, PS and product management experience delivering high - end planning, implementation, and support for clients. Improving efficiency in all facets of tech support implementing processes and optimizing performance. Ability to lead large and multi-disciplinary teams to deliver complex projects on time and on budget

TECHNICAL SKILLS

  • Strategic Technology Design
  • Microsoft SQL Server, Oracle Server
  • Project Management
  • Cross-Functional Leadership
  • Technical Staff Leadership S Cloud Computing (SaaS)
  • Integration & Software Solutions
  • Client Relationship Management
  • C\C++, C#, VB.NET, JS
  • Mobile Solutions (IOS, Android) S ERP, CRM, PLM, SCM, CMS S SQL, XML, JSON, RESTFul WS

PROFESSIONAL EXPERIENCE

Confidential, Laguna Hills, CA

Sr. Solution Architect and Manager of Technical Support

Responsibilities:

  • Initiated and introduced new technologies and project analysis to provide complete software and integration solutions (including ETL, EAI, PaaS, IoT, SOA, .Net, JavaScript, OData and others) optimizing processes
  • Manage and mentor a team of 7 technical engineers across in the United States and globally
  • Implemented policies and improvements that enhanced efficiency in all facets of tech support and customer relationships leading to a 5% increase in client contract renewals year-on-year
  • Supervised and led multi-million dollar projects across all phases of software and integration development
  • Managed and preform the process of discovery and effort analysis to secure new and follow -on work
  • Integration across wide range of departments (professional services - SOW), sales, marketing, and operations) to ensure partner satisfaction and report technical support escalations to Magic Software corporate
  • Served as a liaison between the internal business and technical teams, overseeing and reporting on entire project life-cycles and serving as the focal point to 100's of clients prior, during, and after project completion

Confidential

Product Domain Leader and Multi-Domain Support Specialist

Responsibilities:

  • Directed the offshore development department's 10 employees setting KPI's, vision, and goals
  • Analyzed and designed product improvement and innovation by investing in new technologies and prioritizing the offshore development department's assignments
  • Led cross-functional teams to enrich product planning and development
  • Designed multi-platform development and technical support solutions which decreased manpower working hours substantially, saving company time and budget
  • Provide technical support services to company's customers from Fortune 100 to SMB's (UPS, HP, Adidas, etc.)
  • Conducted discovery of product requirements and delivered PRD/MRD

Confidential

Technical Project Manager and Business Analyst

Responsibilities:

  • Managed 4 technical specialists in the development and support of end to end solutions, analysis, and design for ERP, CRM, billing, and data systems
  • Analyzed customer requirements with accordance to challenges and solutions using UML language
  • Positioned and presented the solution prototypes and provided mentorship throughout technical and business project phases
  • Participated in all product and sale life-cycle from pre-sale, discovery, requirements, project design, implementation, testing, delivery, post-sale, to project support and success

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