Dedicated IT professional well-versed in analyzing and mitigating risk and finding cost-effective solutions. Excels at boosting performance and productivity by establishing realistic goals and enforcing deadlines. Vast knowledge of Enterprise Project Lifecycle methodology. Strong background in project management and product support.
Budgeting and resource management
Effective Written and Verbal Communication
Product requirements documentation
Achievements at Tyler Technologies:
Reduced implementation costs, time, and personnel for deploying Tyler Content Management SE (TCMSE). Standardized training material and implementation documentation for TCMSE. Trained and mentored three network support specialists while also being the first step in the escalation process. Sold multiple servers and network service hours to multiple municipalities.
Achievements at Kongsberg:
Spearheaded the successful testing of a new drilling efficiency console in Oman for BP. Standardized the implementation and configuration of rig servers in their region, while deploying the first implementation of Global mnemonics.
Learning the oil and gas industry enough to work
unsupervised in three months.
Field Service Engineer01/2014 to 08/2017Kongsberg Oil and Gas TechnologiesHouston, TX
Install, configure and implement real-time systems and applications in the oil and gas industry.
Provide on-site and remote technical support for installed real-time systems and applications.
Provide real-time data coordination services in client offices and the firm's facilities.
Work with clients to design real-time solutions using WITSML standard dataset (XML for drilling environments).
Travel globally to support customers - travel locations include client offices located throughout the world, as well as land and offshore drilling rigs.
Provide technical support via telephone, email and customer visits.
Report problems and improvements back to product responsible departments.
Implementation Consultant01/2011 to 01/2014Tyler TechnologiesLubbock, TX
Install, configure, and train customers on the Tyler Content Management Standard Edition (TCMSE) and TCMEE application (Document Management Software).
Drafted user stories, use cases and functional specifications to support product development.
Identified product problems and strengths and collected data on the customer experience.
Collaborated with a cross-functional team of engineers, QA and UX designers to develop features and fix product defects.
Senior Technical Services Support Specialist01/2004 to 01/2011Tyler TechnologiesLubbock, TX
Lead team of six frontline support technicians by acting as primary escalation point for advanced hardware and proprietary software support issues for over 1500 government customers.
Provide peer training on various aspects of hardware and software support, troubleshooting techniques, and installation methods.
Recognize areas for growth in individual team members by providing one-on-one mentoring and training.
Managing urgent incidents for sensitive and high profile customers.
Write technical installation documentation for customer server configurations to ensure proper implementation methodologies and performance optimization.
Collaborate with development to troubleshoot system performance issues and analyze the technical aspects of hardware/software and client/server interactions.
Travel onsite to provide server, database, and network installations in a time-sensitive situation.
Customer Service Manager01/2000 to 01/2004AT&T WirelessLubbock, TX
Coached team of 16 direct-reporting employees to ensure 100% satisfaction on all scored customer service calls.
Managed employee documentation for all coaching sessions, trainings, timesheets and performance metrics.
Recorded, documented, and graded customer service calls.
Primary line of escalation for customer grievances.
Education and Training
Bachelor of ScienceGPA: Information TechnologyUniversity of Phoenix3.0/4.0 Information Technology
Tyler Technologies customer support person of the year