VLogic Systems, Inc.

Technical Support Engineer

Zilla Security

Senior Customer Success Engineer

Cynet Security

•	Developed SQL stored procedures/queries in MariaDB for identifying and purging duplicate endpoints records incorrectly generated by CynetEPS issues and customer VDI image deployments in order to generate accurate endpoint counts for customers.
•	Reduced individual case backlog of nearly 90 cases back to 30 cases (and eventually 13 cases).

Aventiv Technologies 

•	Automated the nightly processing of Guarded Exchange data downloads for all DOC customers and documented the Guarded Exchange reconciliation process.
•	Automated the creation and execution of stored procedures across 58 unique customers.
•	Designed and built a summary script and documented the process for confirming that JPay imports were completed successfully each day.
•	Provided support for Guarded Exchange, the JPay import process and THREADS.
•	Reduced overall Guarded Exchange processing time by 85% from 5 hours to 33 minutes
•	Monitored the daily processing of voice call data for 58 customers on a daily basis to support the Guarded Exchange analyst call monitoring effort.
•	Troubleshooted the processing of thousands of voice calls to text in a PostgreSQL database on a daily and as-needed basis.
•	Installed and configured the workstations and tablets for the Securus Digital Mail Center and provided on-going remote support for these endpoints.

Senior Software Support Engineer

Everbridge

At Everbridge, I led a team of innovative, ambitious professionals in support of enterprise-level products in a cutting-edge cloud environment. I ensured timely, effective response to customer issues and proved to be a trusted advisor across various platforms and concerns. I leveraged time wisely, offering knowledge for both growth opportunity and exceptional continued client service. 
 One of my primary projects was acquiring top-notch talent by hiring two Technical Support Engineers for US Army JARVISS application support.
Held Federal Security Clearance and Common Access Card (CAC ID).

Technical Support Manager

RSA, The Security Division of EMC

I offered top-level service providing timely and precise solutions to customer issues within IMG/IAM/ACM deployments and I analyzed and provided resolutions to Oracle and Java-based data processing concerns. I also deployed and installed patches to verify product functionality and performance. 
In this role, I recognized up to $450K in additional annual revenue for the organization as a Designated Support Engineer (DSE) for five prominent customers.
Promoted from Level III to Level IV Technical Support Engineer. 

    • Awarded Excellence@EMC Platinum Award and two Silver Awards
    • Earned Tech Support Engineer Top Gun Award for Support, Q1-2012 & Q3-2011

Technical Support Engineer, Level IV

BAE Systems Applied Intelligence

I designed, developed, and tested screen configurations, workflows, business rules and automations utilizing various applications (Scenario Manager, ILOG Jrules, Norkom) and I conducted rules, data, and aggregation processing issue troubleshooting to provide feedback for swift identification and resolution. 

A couple major contributions include:
    • Developed PL/SQL analytics testing for anti-money laundering rules. 
    • Installed complex Web-Sphere based AML solution and Oracle 11g/10g/9i database in Solaris/AIX 5.1/Redhat Linux Enterprise 4.0 environments, projects included case management, business rules, and name matching. 

Norkom Technologies was acquired by BAE Systems Applied Intelligence.

Technical Consultant

Webgen Systems, Inc.

System Operator

I am a results-oriented leader with proven success as a Technical Support Manager.  My client-focused approach and passion for innovative technology, make me a perfect fit for supervisory and leadership roles within technical support departments.  Adeptly analytical and creative, I am known to deliver well-developed solutions that fit individual needs.  My clients trust me and that leads to lasting relationships that build a large book of business.  

I have proven skills in Oracle Database, Enterprise Software, Enterprise Architecture, and Agile Methodologies. Some highlights of expertise that outline my management abilities include:

• Enterprise IT Projects	
• Client & Staff Engagement	
• Coaching & Mentoring
• Solutions Delivery	
• Collaborative Leadership	
• Talent Acquisition
• Partnership Development	
• Verbal & Written Communications	
• Analytical Problem Solving

My technical proficiencies cross a variety of platforms and I am always open to learn something new. 

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