SUMMARY

• Seamlessly on - boarded big brand, universally recognized, multibillion dollar credit card companies and other clients on schedule and on budget, managing project status and client communications.
• This included incident free project oversight of relationship management, technical support, and engineering activities. Also involved in proactive daily touch, agile methodology issue management, upgrade planning, and new initiatives for very high revenue, global household name customers.
• With 21 years of ever increasing responsibility and expertise servicing software, financial, insurance, health care, retail, omni-channel marketing, defense and government entities, I bring an understanding of various business models, systems, and projects and have helped companies achieve their marketing goals and ROI in a swift, efficient manner.

TECHNICAL SKILLS

Languages: SQL, PL/SQL, JAVA, SAS9.2, XML, DTML, HTML, VB, JavaScript

Databases: Oracle12C, Oracle 11G, Oracle 9i, DB2, MS SQL Server

OS: Sun Solaris, HP-UX, AIX, Linux Red Hat, Suse Linux, Ubuntu, Win2007, Windows Server 2003

Software: WebLogic 10.3.6, WebSphere, Java, OC4J, J2EE, Apache, Akamai, Apigee, Sybase, Virtual Box, VM Player, PVCS, Lotus Notes, Office, Symantec Visual Café, Intersolve Tracker, JIRA

Oracle Software: OEM, Discoverer, D4O (Discoverer for OLAP), JDeveloper, Forms and Reports, Oracle Portal, Bibeans, Bi-Excel Addin, Oracle iAS, Analytic Workspace Manager

SAS Software: Merchandise Planning Retail Suite (Financial Planning, InSeason Planning, Assortment, Planning, Space Planning, SAS Merchandise Data integration)

PROFESSIONAL EXPERIENCE

Technical Project Manager

Confidential - Chattanooga, TN

Responsibilities:

• SaaS onboardings included marketing, data, and technical discovery, configuration of DNS, DKIM, SPF, domains, certificates, virtual server groups, VPN, IP warm-up, final Technical Integration doc
• Mastery in assembling team to complete projects on schedule, effectively utilizing everyone’s expertise
• Directed project implementations, managed upgrades, new feature rollouts, special projects
• Flexible as a single point of contact for the client, partner, and internal stakeholders, as the subject matter expert and key facilitator for the operational aspects of the client’s initial and ongoing configuration
• Spearheaded weekly meetings, daily follow-up, guiding over 100 action items toward milestone due dates
• On budget onboardings for SaaS and On-Premise projects, including On-Premise to SaaS migrations
• Billion dollar online retailers using email marketing, trusted my input and management of the Confidential Omni Channel Marketing platform
• Effortlessly teamed together with Account Managers, Engineering, Support, making sure regular project communication occurred, so that everyone stayed informed of the roadmap, and issues were solved swiftly
• Reduced pressure on customers by tuning and managing their environments and architecture to improve performance and deliverability (in-boxing) success from 75% to 93%
• Constantly aware of client’s systems, customizations, wish lists, and monitored system health
• Chartered Holiday Readiness to ensure systems were prepared (maintenance executed, use-case changes recommended, database cleanup, architecture reviews) prior to holiday and major revenue windows
• Tenacious escalation manager, enlisting qualified resources working Support issues, driving to resolution
• Dramatically reduced issue frequency by 50%, by performing root cause analysis to identify engineering, design, network and Saas issues,
• 75% improvement in documentation, by reviewing, submitting edits, and also assisted customer’s access
• Proactively identified potential engineering and design problems and drove to resolution.
• Envisioned long range plans for accounts and projects, including evaluating current technology, equipment, contracts, planning 30, 60, 90+ days out

Application & Infrastructure Agile Engineer

Confidential - Richardson,TX

Responsibilities:

• Agile methodology used for crisis management using Unix log analysis daily for Weblogic customer Production and in-house test environment issues, utilizing VMware and Oracle VirtualBox
• Scrum master and team lead for Production Support Group
• Interrogation of database for issue resolution and bug identification saved customers countless hours of frustration from what would have been unresolved issues and bugs
• User story customer base included enterprises, governments, and end users
• Troubleshooting of Universal ID tools which provided a secure electronic environment where individuals and organizations could manage their user and password profiles.
• Utilized SQL, analytical and debugging skills to identify and help clearly elaborate defects to developers
• QA involvement doing pre-release testing for potential bugs, and testing on release days to ensure the product was functioning correctly which saved our customers countless frustrating man-hours
• Identified and documented potential show stopping defects, opened Enhancement Requests
• Utilized ALM tool for QA project results recording and management
• Failure rates reduced by 25% from daily monitoring of database (using OEM), API failure rates using Apigee, authentication success rates, and all UIS module availability
• Sustained an excellent working relationship with globally disbursed, cross discipline teams for high level of service (including Professional Services, QA, R&D, Field Support), which reduced our time needed to find solutions for projects, which in turn kept our customer's applications up and running
• Seamlessly worked with three tiers of Support below our group to coordinate their escalations to my engineering support group
• Managed as many as ten issues/day daily from customers and consultants coming into Support making sure they were assigned to all of us on the team based on the urgency and skill set
• Authored Weekly Team Report for higher management tracking issue resolution, FAQ articles written by me and others, and crisis management of issues
• Handled high severity, complex application issues daily with professionalism, calmness, and determination to secure rapid resolution at any given layer of topology, be it network, application, web server, or database

Support Consultant

Confidential - Middleton, MA

Responsibilities:

• Effectively supported Retail customer implementations from the initial installation, though validation testing, all the way to go live and beyond, on Unix and Windows, saving customers thousands of dollars in testing costs
• Go to person for all installations, configurations and upgrades for SAS Merchandise Planning Retail products and databases utilized by Support, QA, Professional Services (PS), and R&D, enabling all these teams to have resource environments available for testing client issues
• Enabled in-house test systems to be on-line for go live dates when new releases occurred so issues could immediately be reproduced with the latest software
• Considered "expert" in configuring multi-tier environments with WebLogic and WebSphere because of all the successful implementations achieved that other groups were using
• Partnered with PS team to restore a large customer in-house Oracle database after PS team had accidentally damaged the working database, so that troubleshooting of issues could continue
• Sought out by the PS team for help with connectivity and file installation/configuration issues as they configured client systems, enabling PS to get the applications back online so customer systems were not down costing tens of thousands of dollars each day
• Ran Exports/Imports and backups of Oracle databases on Unix and Windows, so internally we had backups available in case of a disaster
• Point person in support for the Data Loading tool, SAS Merchandise Data Integration, for three years. Owned 85%of the issues for this product.
• Debugged customer databases, interrogated logs, modified backend structures using VPN to more efficiently fix client errors, eliminating in some cases days of wasted time with communications going back and forth to clarify issues and get questions answered
• Functioned as the dedicated support consultant for one company while working with many customers
• Authored hundreds of concise, accurate, problem solving SAS Notes on the web for customers, reducing untold man hours from SAS support calls coming in • Resolved potential software issues by proposing changes to documentation reviewed before delivery
• Spearheaded meetings, followed up, managed, and delivered special projects such as performance tuning done after an upgrade for Stage Stores (a six figure project) which reduced their application response time by 80%, and a product reclassification for Dicks Sporting Goods so they could successfully see all their re-aligned product lines

Senior Technical Engineer

Confidential - Burlington, MA

Responsibilities:

• Completed and managed installations projects of various OS' including Red Hat, XP, Win2000, NT
• Provided high quality day-to-day support for Oracle Discoverer, JDeveloper, and databases on AIX, HP-UX, Red Hat Linux, XP, Win2000
• Maintained several test machines including Red Hat Linux and Windows machines, and VOIP configurations
• Ran import/exports, utilized RMAN, SQL*Plus, and DBCA in Oracle databases
• Traced SQL programs and utilized scripts with PL/SQL and SQL to determine source of run-time errors
• Presented SQL and Database Administration brown bag seminars on various Oracle products to analysts and the sales force at regional and international user meetings, enabling consultants to use the database more effectively in their troubleshooting
• Spearheaded and implemented the only initiative in Oracle to train developers to write and review articles
• Served as Global Manager for all content in Oracle OLAP suite so that more articles were available for customers to solve issues on their own
• Drafted and published over 100 technical documents on Oracle's Metalink, saving customers thousands of dollars in avoidance of defects and issues, and eliminating untold man hours for Oracle Support
• Wrote training materials used by support analysts worldwide and reviewed beta documentation for Oracle OLAP, finding issues in the documentation that would have resulted in mistakes and frustration for our customers
• Raised the bar by motivating my content team, by writing almost five times the norm for yearly articles
• Involved in QA testing new releases of Oracle OLAP 10g and Bibeans 10g, and patch testing
• Constructed and maintained Oracle Portal pages for Oracle OLAP Server group, so that the latest documentation, FAQ, and team related information was readily available
• Built dimension and fact tables for Oracle OLAP, JDeveloper and Bibeans, so that the experience was there to tell clients how to do the same
• Created MOLAP and ROLAP Bibeans applications

Senior Technologist

Confidential

Responsibilities:

• Developed, tested, and integrated 30 GUI screens using Visual Basic 5.0 and SQL Server for a remote elevator monitoring system, Otis Elevator, used to provide real-time status information, maintenance and emergency features for up to 6 million elevators worldwide. The system gathered information, generated reports, downloaded software and voice samples. The screens were used to monitor, manage and display status of elevators, including task and configuration data, performance statistics, and alarm and maintenance notifications. The GUI interfaced with various distributed applications using RPCs and MSSQL Server via ODBC and utilized VB classes to represent objects and explorer-like screens to locate them.

Confidential

Account Manager

Responsibilities:

• Sold mutual funds, variable annuities, a variety of insurance products, and memberships. Developed business plans to expand client base. Identified profitable markets. Determined production ratios. Prepared rate quotes and variable product presentations to identify the most suitable products for clients. Presentations made to CEOs and top-level management.

Confidential

Minister

Responsibilities:

• Pastoral care, administration, staff hiring and training, teaching groups of up to 500, brochures and media presentations, budget planning and chairing boards for a church of 250, counseling in Confidential .