Experience

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  e-Builder

  • Product Manager

    • Dec 2014 - Present

• 

  Scenario Virtual Project Delivery

  • Director, Customer Support & Systems

    • Feb 2014 - Oct 2014

    Responsible for continuing all Customer Support Manager duties listed below as well as formally overseeing the IT team. Created top level IT plan to address ongoing maintenance, backup, DR, performance and scalability for the existing product and those in development. Collaborated with development team to define system architecture for next gen SaaS platform. Managed the process of migrating from traditional datacenter provider to Amazon Web Services(AWS).

  • Customer Support Manager

    • Jun 2012 - Feb 2014

    Managed all customer support and VDC team activities including support, training, implementation, and consulting services. Supervised the roll out of the software on construction projects including education buildings, hospitals, airports, and process plants. The construction projects ranged anywhere from $10 million with a dozen users up to a $6 billion project with over 800 users. Implemented self-service portal and knowledgebase utilizing Salesforce CRM. Utilized metrics from the data collected on support cases to help drive product and documentation improvements. Continued enhancing Online Help documentation as well as building out online video content for support and marketing purposes.Provided IT support for backend systems related to MS SQL 2008, primarily related to merge replication. Worked in conjunction with Microsoft to troubleshoot a SQL replication issue that eventually lead to a patch being provided by Microsoft. Developed sql scripts for custom reporting to meet customer needs.

  • QA / Support /DBA / Doc

    • Feb 2010 - Jun 2012

    Worked in a startup environment lending expertise across many functions within the company including QA, support, database development, documentation, sales, marketing, and etc. Quality Assurance - Helped develop SQA test plans, documentation, and procedures. Discovered, documented, and tracked over 1200 bugs. Focused primarily on manual testing, but also started test automation with TestComplete.Tech Support – Supported initial product launch with product demonstrations to prospective customers and user-groups at trade shows and by webinar. Provided training, implementation, and general support for both pre and post sales customers.Database Development - Performed regular trace analysis on the database transactions for detecting any performance related problems. Implemented changes to stored procedures, indexing, and schema to support product development.Documentation Writer – Authored all content for Online Help documentation.

• 

  Borland

  • Database Administrator

    • Mar 2008 - Aug 2009

    Performed installation and configuration for Oracle and MS SQL database environments for the development and QA teams. Managed installation of Oracle patch sets and individual patches using Opatch. Also managed installation of MS SQL Service Packs and patches.Developed a library of scripts using PL/SQL and T-SQL for the Customer Engineering and Support teams to help diagnose and resolve customer issues. Created utilities to resolve data corruption issues related to application defects.Revised the upgrade process to incorporate the solutions I created for known data issues. Updated functions and stored procedures for patches for the StarTeam Server and Datamart products when necessary.

  • R&D Engineer – Customer Engineering

    • Jul 2006 - Mar 2008

    Utilized advanced troubleshooting techniques to solve the most challenging StarTeam product issues that couldn’t be resolved by the Product Support group. Tasks include analysis of application logs, process dump files, tracing data, Windows event logs, and performance monitor data. Oracle and MS SQL database troubleshooting utilizing SQL to diagnose and resolve data inconsistency and corruption issue.Managed process for creating, testing, documenting, and releasing software patches.Develop and maintain SQL scripts to retrieve reporting data from our CRM system.

  • StarTeam Support Team Lead

    • Jul 1998 - Jul 2006

    Support Team Lead - Responsibilities include troubleshooting internal and external customer technical issues. This commonly required setup of the appropriate database environment and the restore of customer databases in house for usage in reproducing the problem report. StarTeam "Product Champion" - this role is designated for the "go to" resource for StarTeam support worldwide. This included technical help on pre and post sales cases. As part of this role, I also represented support at development team meetings.Training - organized and lead training events for support, services, QA, and technical writers.

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  Alliance/Select Heating & Air

  • PC & Network Support

    • Jan 2000 - Dec 2005

    Designed and maintained a network for a small business office. Performed hardware and software maintenance and upgrades for all of the systems. Also provided assistance in establishing backup and disaster recovery systems.

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  Interplay Productions

  • Software Support Technician

    • Dec 1996 - Jul 1998

    Responsible for phone, email, fax and mail technical support and customer service of Interplay's software products, requiring detailed knowledge of 150+ different titles as well as familiarity with the majority of hardware and peripherals on the market. The software was primarily DOS based and often required basic memory configuration building boot disks and etc.