Seasoned technology leader and accomplished IT Service Management developer and architect with eighteen years professional IT consulting experience. Successful in roles for product support, infrastructure engineering, web and application development, project management and team management. Known for strong and diverse technical knowledge and an ability to communicate and collaborate effectively with client, project and technical teams. Highly proficient in Microsoft server and .Net development technologies, ITIL processes, application and network architecture, development lifecycle management and product management.
As the development and project lead for portal and web integrated solutions, I work closely with client teams, BA and leadership to define application and project requirements, determine cost and effort, and establish timelines. I also manage both development and support resources as necessary to ensure project tasks remain on target, risks are mitigated, and project status communicated to stakeholders. As an SME and having an extensive background in application development platforms I provide direction on tool conceptual designs and implementation requirements. From a product development perspective, I both facilitate product build activities and can act as a development resource as needed.
As the lead of request fulfillment, I managed fourteen offshore resources and supervised client requests for outsourced tool enhancement. In addition to managing daily work and acting as the primary escalation contact for priority incidents, I worked closely with client teams in a business analyst capacity to determine client requirements and assist in formulating product enhancement requests.
As a project lead for web portal self-service development, I was responsible for determining application architecture per client business requirements and working with the various technical teams to perform the build and deployment. As a key subject matter expert and escalation contact I was also required to have in-depth knowledge of web and application development, application integrations (e.g. SOAP, LDAP), infrastructure architecture and configuration of various vendor applications used by our clients.
As the Technology and Architecture Lead, I was responsible for designing the technology infrastructure for an enterprise web application which would service Accenture employees, support personnel and Accenture partner organizations. Throughout the product build, I also acted as a key contributor to the development of back-end system integrations and reporting. Post-deployment I remained on the product's management team providing capability enhancement direction, development support and acted as vendor liaison for product enhancements, support escalation and licensing negotiations.
The Service Desk Technology Infrastructure team develops, supports and maintains all infrastructure devices and tools used by Andersen's Global Service Desk. Expertise in server management, CRM tools, and CTI was imperative in addition to the ability to develop and customize client side support tools.
Management: Project Management, Agile Project Deployment, Budget Planning, ITIL Methodology, Team Leadership and Mentoring, Product Lifecycle Management, Product Management, Vendor Management, Reporting and Metric Analysis, SOC compliancy
IT Service Management: Remedy (6/7), SupportSoft, ServiceNow (Fuji/Geneva/Helsinki)
Applications: Visual Studio, Visual Source Safe, Photoshop, Fireworks, Visio, PowerPoint, Project, Excel, Word, CTI/IVR
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