CAREER PROFILE

Customer-focused professional with experience in Technical Support Software Development

and Technical Instruction.

Strong leadership technical communication and customer service skills.

Customer advocate with ability to build lasting relationships with customers.

Ability to identify and address customer pain points.

Creative problem solver with proven ability bring quick resolution to challenging problems.

Over 16 years experience with BMC products including BMC ProactiveNet Performance Management PATROL and BMC Event Manager. My experience includes Technical Support Knowledge Module Development and Technical Instructor.

EXPERIENCE

Confidential

Senior Technical Instructor

Technical instructor teaching BMC ProactiveNet Performance Management BMC Performance Manager Console PATROL and BMC Event and Impact Management courses. Delivery lead for BBPM and PATROL courses working with courseware developers to improve and keep courses up to date.

Confidential

Software Engineer Principal Leader

Implement and support various levels of monitoring of critical systems using BMC ProactiveNet Performance Management and PatrolAgents. Develop methodology to identify assets that need to be monitored and auditing criteria to ensure that the required monitoring has been implemented and is working properly.

Confidential

Principal Technical Support Analyst

Customer relationship management dealing with complex problems related to use of BMC Products. Provide technical support of customers using BMC Patrol products specializing in Patrol for Unix and Linux and BMC ProactiveNet Performance Management.

Provide technical support for PATROL for Unix and Linux and BMC ProactiveNet Performance Management assisting customers in resolving open issues.

Knowledge Centered Support KCS Knowledge Champion for BMC ProactiveNet Performance Management working to build a robust knowledge base.

Product coordinator for BMC ProactiveNet Analytics working with product management reviewing release plans Defects and Enhancement Requests reviewing technical bulletins release notes user guides and other product documentation to ensure that documentation needs are met. Involvement in the GA process to approve the release of Products in for a Product Line. One of my responsibilities as Product Coordinator was to ensure that Support receives training for new releases.

To accomplish this I used Camtasia Studio to record and share numerous demos and training sessions provided by development.

Assist with high profile cases and escalations coordinating with sales development other Support Analysts and development to get issues on track. Conduct periodic issue reviews requested by high profile customers to enhance customer satisfaction.

Provide training and mentoring for other Technical Support Analysts to enhance technical knowledge and Technical Support skills. I ve used live Meeting to provide demos and training sessions and Camtasia Studio to record and share presentations.

Over three years using PATROL Script Language to develop knowledge modules and monitoring solutions for Patrol for UNIX and Linux and Patrol for OpenVMS operating system including analysis design implementation unit testing packaging and maintenance.

Confidential

Senior Programmer

Responsible for all aspects of software development including analysis design development implementation and maintenance of Fortran and X-Windows modules in Digicon s Interactive Seismic Data Processing DISCO system. Applications include tape I/O filter design seismic data correlation and seismic data interface.

Developed modules related to tape I/O filter design seismic data correlation and seismic data interface.

Developed X-Windows/Motif GUI applications to import and display data in Well Systems database.

Designed and implemented an X-Windows application to allow edit and display of geologic basemap data.

Implement and maintain internal problem tracking system using a combination of C programs and UNIX scripts interfacing with a relational database.

Developed software quality assurance guidelines and tools to aid with quality management. Perform software quality assurance tasks reviewing work performed by peers to ensure that programming standards are being followed.

Taught several one to three week courses in DISCO programming system. Developed training plan and materials used for these courses.

Confidential

Manager Software Control

Managed two programmers a technical writer and two software librarians.

Responsible for documentation software release software quality assurance and software repository

maintenance.

Designed and implemented software procedures to manage software repository used for product packaging and distribution.

Confidential

Supervisor

Supervised 5 programmers involved in DISCO seismic software development and maintenance.

Assigned programming projects and tasks and monitoring progress.

Developed and maintained seismic modules written in FORTRAN 77.

Confidential

Seismic Programmer

Responsible for all aspects of software development including analysis design coding implementation and maintenance of software modules used in the DISCO seismic data processing system.

Developed and maintained seismic modules written in FORTRAN 77.

Supervised the initial port of the DISCO seismic processing system from VMS to UNIX platforms. Responsible for assigning tasks monitoring progress and verifying success of each module port.

Confidential

Associate Research Analyst

Designed and implemented FORTRAN programming solutions to problems related to the electric power industry.

Developed Loss of Load L.O.L.P. application used to determine the relative reliabilities of alternative power system configurations. Algorithms used were provided by technical articles on the L.O.L.P method. Ported the L.O.L.P. application to Prime System IV.

Confidential

High School Teacher

Taught Algebra Geometry and Trigonometry.