Sr. Solution Architect And Manager Of Technical Support Resume
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Laguna Hills, CA
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 SupportResponsibilities:
- 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 SpecialistResponsibilities:
- 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 AnalystResponsibilities:
- 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