Sr. Manager, Application Support Resume WA - Hire IT People

SUMMARY

Accomplished leader with experience delivering operational and financial results by aligning technical resources with corporate goals.
Elevates databases, infrastructure, security, and application capabilities by implementing innovative initiatives.
Demonstrated expertise allocating human/material resources in all areas of IT to cut costs and deliver solutions efficiently.
Proven team leader focused on building and managing local and geographically dispersed teams, that exceeds objectives.

AREAS OF EXPERTISE

Leadership Team Management Negotiations Vendor Partnerships Oracle Databases
Project/Program Management ( PMP Certified ) CRM and ERP Applications Security
Billing, Rating, Provisioning & Mediation Systems Architecture and Integration Disaster Recovery

PROFESSIONAL EXPERIENCE

Confidential, WA

Sr. Manager, Application Support

Responsibilities:

Maintained High Availability of critical IT Applications by reducing maintenance down time, smart monitors/alerts and proactive/early detection of potential issues; which resulted in over ‘99.997’ availability.
Optimized performance by tuning databases and Operating Systems, and maintained Applications high availability.
Managed critical application support of payments systems, Customer HUB/Repository, Oracle Identity Management and SharePoint with teams including staff, contractors and off - shore resources.
Created and updated operational documentation and processes to increase staff efficiency and improve productivity.
Assist in determining operational issues and provide impact analysis on projects.
Identify potential risks across a broad number of projects and programs and established mitigation measures.

Confidential

IT Operations Director

Responsibilities:

Insured applications high availability 24X7, by implementing monitoring and problem early detection techniques.
Optimized network and system architecture to support high availability, Scalability and Redundancy.
Optimized Enterprise Architecture and planned transformation to Cloud Computing, virtualization, and SOA.
Consolidated all data storage systems into one enterprise storage with redundancy in 2 datacenters.

Confidential

IT Director

Responsibilities:

Managed ERP and billing system requirements and re-implementation.
Provided accurate data to enhance marketing decisions, campaigns, and offers by creating a reporting data warehouse.
Reduced customer walk-ins by developing payment system through IVR to accept postpaid account payments.
Managed deployment and expansion of fiber rings and national/international connectivity that produced over $40M in revenue from Interconnect and backhaul selling.

Confidential

Consultant/General Manager

Responsibilities:

Accelerated sales by 50%, and grew customer base 30% by offering high bandwidth connectivity and price incentives to upgrade low bandwidth customers.
Increased sales revenue by releasing new products including IP telephony, and prepaid international calling cards.
Mapped and documented existing IT dataflow. Performed gap analysis to identify improvements and align to business processes, and led projects to address each gap.
Enhanced customer service and satisfaction by creating new portal to allow customers to make payment with credit/debit cards and add minutes to prepaid accounts.
Implemented CRM system integrated to all business applications/network elements, replacing 7+ legacy applications.
Defined requirements and outsourced development of dealer/distributor management system.

Confidential

Consultant/Project Manager

Responsibilities:

Managed implement of call center, billing and customer care system for Confidential / Confidential start-up operator, with full 3G GSM network.
Collected system requirements, and planned project. Supervised implementation team of 50+ consultants.
Formed testing unit to insure proper functionality. Monitored quality of changes.
Delivered project on time and within budget, enabling successful launch in less than 6 months with 12,000 customers provisioned first week.

Confidential

Corporate IT Director

Responsibilities:

Decreased expenditures for software and hardware (over $5m), including ERP and billing systems, by signing agreements with vendors that leveraged group purchasing power.
Identified and eliminated revenue leakages of more than $20,000 per month in operations by implementing revenue assurance strategy for all operations, including central data warehouse to evaluate leakage potential.