SUMMARY

• One can have the best pedigree in the world, and still have the work ethic of a sloth. In this world results matter. I produce results. On time delivery, unexpected, accurate and complete solutions to complex problems due to full and complete understand of requirements. You want after results: pedigree is irrelevant.

TECHNICAL SKILLS

CRM: Salesforce.com ; Microsoft Dynamics; Job Diva

Programming Languages: Java; Apex; C++; C; C#; .Net; PostScript;

Devolvement Methodologies: Agile Scrum; Agile KANBAN; Waterfall

Project Management Tools: Jira; Rational Team Concert; Rational ClearQuest

Java Frameworks / Tools: Spring MVC (2.x,3.x); Spring Web - Flow; Hibernate; iText; ApachePOI

Unit Testing: Junit; PowerMock; Mockito

VXML/Telephony: VXML; Object oriented Java Script; Grammar Development (Watson, Genesys);

Database: Oracle P/L SQL; T-SQL; DB2 SQL; MS SQL Express

Scripting Languages: JavaScript; Perl; Ant; Unix Shell Scripting ( Bash ); Windows Batch File

Build Tools / Continuous Integration: Jenkins; Maven; Make; nMake; Ant

XML: XML, XSD, WSDL, XSLT, VXML

Operating Systems: Mac OS X, Linux/Unix; Windows

Web Design: JSP; JSTL; Apache Tiles; ASP; HTML; XHTML; CSS; Adobe Flash & Dreamweaver

Change Management: Git; Subversion; CVS; Rational Team Concert; Rational Clear Case

Form Design: Adobe Live Cycle Designer; Adobe Output Designer; Adobe Acrobat; Form Fast

Remote Access Tools: Telnet; Putty; SSH; Windows RDC; Mac RDC; VNC

Microsoft Office: Word, Excel, PowerPoint, Visual Basic for Applications, Access, Outlook

Performance Testing: Mercury Load Runner; Quick Test Pro

PROFESSIONAL EXPERIENCE

Confidential

Director of Technical Training

Responsibilities:

• Evaluate and update current training materials and methods for effectiveness and relevance in regard to current delivery projects.
• Resource new materials and methods to meet the needs of current delivery projects.
• Develop training plans for individuals to enable career growth. Plan and implement Learning Management System (LMS).
• Deliver training as needed in a just-in-time manner.
• Resulting in an increase in employee retention, performance and client satisfaction.

Delivery Manager / Director of Delivery Assurance

Confidential

Responsibilities:

• Manage staffing, billing, process improvement, project expansion and launches for up to eight concurrent delivery projects. Projects function in both Application Outsourcing, i.e. software development, and Business Process Outsourcing, i.e. Call Center / Help Desk. Work directly with clients to understand delivery needs for each project, as well as future expansion or contraction within the projects. Work with internal administration, facilities, and infrastructure teams to ensure all necessary hardware, systems access, and work space is available as needed for each project. Manage internal staffing needs including discipline, attendance, training, and hiring. Ensure SLA, KPI, SLO goals for each project are met by working with delivery leads and delivery managers to understand the goals and needs of each project. Provide input to delivery teams on ways to increase performance and satisfaction of clients.
• Outcomes: Projects saw increased headcount due to client demand for our quality work versus other vendors. Successfully launched new tier 1 - 1.5 help desk leveraging Salesforce console for case management.

Manager

Confidential

Responsibilities:

• Manage staffing and billing for fifty person tier 1 help desk. Understand business processes and suggest improvements to increase staff knowledge, efficiency and engagement. Delegate and follow up on tasks to team leads enabling better support for individual team members. Ensure team continues to meet Key Performance Indicator metrics while increasing efficiency and customer satisfaction.
• Work with client to clear technical hurdles in transitioning work to Pendleton facility. Manage staffing and work load requests for client deliverables. Provide internal support to project team members. Verify billable hours to work delivered. Assist as needed on implementation with in the project. Coordinate Agile Scrum user stories with Jira.
• Forms and application development for county specific implementation of state benefit eligibility management system. Develop forms using Adobe Live Cycle. Data access and online functionality using Java, JDBC and Spring Framework.
• Lead development and testing efforts throughout the project, work closely with end client to ensure accuracy of design and correct functionality for data population of forms and correspondence.
• Update implementation and functionality of automated form generation from various event driven trigger points within the system.Took on internal management of the project prior to rolling off as developer on the project. Continue functioning in manager role to present. Manage client relationship, and staffing. Handle technical coordination as needed, provide support to developers remaining on the project as much as possible.

Developer; Lead Developer

Confidential

Responsibilities:

• Developer for APSP Eligibility product ABMS. J2EE application using Spring Framework and Hibernate. Lead developer key functional areas for Message Center and Automatic Application processing (No­Touch). Add new functionality and maintained several functional areas dealing with data transfer and data collection to enable proper eligibility determination. SME for several functional areas in ABMS product.
• Completed supporting documentation such as how-to manuals for development efforts. Lead and coordinate development efforts. Review code of other developers for consistency, functionality and adherence to coding standards.
• Create and test DBCRs as needed as part of development efforts. Review functional designs and work with BAs for clarification and changes as needed. Write technical designs based on function designs. Developed several tools and procedures to solve redundant problems in workflow and processes and shared among the team.