Strengths

• Excellent written and verbal communications skills.
• Outstanding problem identification and solving capabilities.
• Superior sense of focus and attention to detail.
• Ability to prioritize and "juggle" multiple tasks or projects.
• Over 20 years of Information Technology experience with developed expertise in a wide variety of areas including:
  • customer service
  • risk mitigation
  • troubleshooting and problem isolation
  • process definition and implementation
  • standards application

  • information security
  • requirements gathering
  • functional design
  • user interface design
  • testing and quality assurance

   

• Frequently credited with the ability to communicate effectively with both technical and non-technical people—to translate between "geek" and English—without talking down to either group.

• Comfortable and familiar with many areas of legacy and current information technology including:
  • markup languages
    • HTML
    • XHTML
    • CSS

    • XML
    • etc.
    •  

     

  • programming
    • Perl
    • PHP
    • SQL

    • JavaScript
    • et al.
    •  

     

  • databases
    • Oracle
    • MySQL

    • Sybase
    • et al.

     

  • operating systems
    • MS-DOS 2.2 and up
    • MS-Windows 3.x, 95, 98, NT, NT Server, 2000, XP
    • HPUX

    • Linux
    • Solaris
    • IBM OS/2 2.x and Warp

     

  • mainstream applications
    • All MS-Office products since MS-Word 6 including:
      • Word
      • Excel
      • Project
      • Access

      • PowerPoint
      • Publisher
      • etc.
      •  

       

    • Most prior market leaders including
      • WordPerfect
      • dBase
      • Paradox

      • Lotus 1-2-3
      • Quattro Pro
      • et al.

       

  • specialized applications
    • xBML Innovations xBML Modeling Suite
    • Remedy ARS and DSO
    • Peregrine ServiceCenter
    • Datastream MP2 and Sidearm application family

    • Actuate
    • SupportMagic
    • PGP
    • etc.

     

Professional Experience

Wachovia Corporation

hired pre-merger by First Union National Bank

Charlotte, North Carolina

Corporate Assistant Vice President, April 2005 To Present

Corporate Officer, September 2002 To April 2005

Compliance Lead, March 2005 To Present

• Documented and implemented the corporate Distributed Software Configuration Management (DSCM—source control) process for all applications supported by the department.
• Upgraded DSCM applications to Source and Executable Code Development Management. (Ongoing. Not all applications have been converted.)
• Documented and implemented the corporate Software Development Lifecycle (SDLC) framework for all applications supported by the department.
• Performed ongoing maintenance, education, communication, implementation, and documentation of SECDM/DSCM, SDLC, and other Sarbanes-Oxley (SOX) and Gramm-Leach-Bliley Act (GLBA) related processes.
• Developed and maintained summary "Best Practices" documentation for development and support processes and department policies.
• Developed and maintained document repository for development documentation, lifecycle approval audit trails, and other historical logs.

Senior Developer, October 2002 To March 2005

Technical Team Lead, August 2000 To October 2002

• Developed and maintained near real-time interfaces enabling automatic vendor dispatching from the help desk system.
• Lead development team for Remedy and Lotus Notes platforms with multiple external interfaces, managing tasks and priorities for approximately six developers.
• Supported applications on multiple platforms including Remedy ARS Lotus Notes, and Peregrine ServiceCenter with multiple interfaces (NetCool, NetExpert, custom API).
• Coordinated team activities including setting priorities, balancing resource workload, providing 24x7 escalation point for support, performing some personnel management, and managing the support queue.
• Provided technical advice on diverse projects.
• Conducted technical and personal interviews and provided input for hiring decisions.
• Lead design and deployment of enterprise call and problem tracking software ("Capture") under Remedy ARS.
• Wrote and edited functional design and business requirements documents.
• Coded some aspects of the Capture external vendor interface in C.
• Wrote and maintained several Perl and shell scripts for system interfaces and automated maintenance.
• Assisted with Peregrine/Remedy Problem/Change/Asset platform selection.
• Served as team lead for the Applications Standard subcommittee of the post-merger enterprise PICCT (Problem, Inventory, Change, Call Tracking) development effort.
• Awarded corporate title of Officer.

Developer, Remedy Action Request System, April 2000 To August 2000

• Developed and maintained Remedy Action Request System (ARS) applications in a distributed server environment.
• Performed minor supporting development at the database (Oracle) and OS (HPUX 10.2) level.
• Implemented Distributed Server Option (DSO) replication of data from the production to the reporting server.
• Installed and configured ARS development server.
• Troubleshot and solved problems using database level solutions where ARS tool-based solutions were inadequate.
• Automated several database and OS processes.
• Contributed to common documentation and practices.
• Interfaced with outside agencies (vendors, consultants, previous and new contacts) to gather information to improve existing FUNB systems and processes.

Nortel Networks, Ltd.

Raleigh, North Carolina

Remedy System Administrator, June 1998 To April 2000

(Contracted through CNC Global Resources, Inc. until January 1999.)

• Developed, implemented, and managed Remedy Action Request System (ARS) applications throughout the entire development lifecycle (requirements through ongoing maintenance and administration).
• Developed, implemented, documented, and managed Remedy Distributed Server Option (DSO) interfaces with multiple customers running disparate systems.
• Installed and managed Sybase SQL Server and Sybase Adaptive Server Enterprise (ASE).
• Provided primary server operating system (HP-UX 10.2) support.
• Provided ongoing Remedy support for the user communities in both Windows and Unix environments.
• Performed continual analysis of future requirements and development timelines.
• Worked with customers and third-party developers in support of application and DSO implementation.

CONXUS Communications, Inc.

Greenville, South Carolina

LAN Analyst, October 1996 to May 1998

• Responsibilities included maintenance and oversight of Remedy trouble ticketing system, Oracle DBMS, Solomon IV accounting system, SupportMagic Help Desk Management system, network functionality and access, and a proprietary site acquisition tracking system developed under Progress DBMS.
• Provided upper tier PC and application technical support. Evaluated and selected DBMS to become company standard.
• Assisted with design and crossover implementation from SupportMagic to Remedy for mission-critical systems.
• Developed a resume tracking application using Remedy ARS.
• Developed nearly all custom reports and data extractions required from CONXUS's Customer Resource Management (CRM) billing system using CRM's proprietary custom reporting tool (DataMax), Perl, MS-Excel and MS-Access.
• Developed other small applications using Perl and Expect (Tcl/Tk) under Unix (Sun Solaris 2.5).

Datastream Systems, Inc.

Greenville, South Carolina

Client/Server Integrator, February To October 1996

Applications Engineer, November 1995 To February 1996

• Installed and configured Oracle and Datastream's Client/Server product on a variety of server and client platforms.
• Conducted on-site and in-house training courses for customers.
• Provided consulting services for implementing and improving maintenance management systems. Conducted training and wrote documentation for coworkers.
• Provided on-site support for Datastream's Windows and DOS products.

Field Support Analyst, September 1994 To November 1995

Technical Support Analyst, February To September 1994

• Provided on-site and telephone support for Datastream's Windows and DOS products running on various PC and network platforms.
• Consistently solved customer problems that had eluded others. Wrote step-by-step troubleshooting and repair task instructions for internal and customer use.
• Initiated, researched, and directed implementation of Datastream's Internet connection.

Radford University Honors Program

Radford, Virginia

Student Assistant Director, 1992-93

• Under the guidance of the Director of the Honors Program, managed the operation and performance of the Honors Program Student Executive Board (SEB).
• Developed a computer and Internet guidance manual for Honors Program students.

Work/Study Student, 1991-93

• Performed light PC maintenance and general clerical duties.

Draper Aden Associates, Consulting Engineers

Blacksburg, Virginia

Environmental Technician, Summer 1992

• Wrote and documented a large spreadsheet macro to automate data entry for groundwater contaminant monitoring.
• Produced reports for submission to state agencies.
• Obtained soil and groundwater samples from landfill sites around the state.

2012 Communications Squadron, United States Air Force

Seymour Johnson Air Force Base, Goldsboro, North Carolina

Job Control/Customer Service Center, 1987-90

• Tracked equipment status and managed outages for Air Force- and contractor-maintained ground-based communications equipment.
• Promoted to Senior Airman (E-4) "Below the Zone."

SAC Computer System/SAC Digital Information Network Maintenance, 1987-90

• Maintained and repaired local node of the Strategic Air Command Computer System (SACCS) and the Strategic Air Command Digital Information Network (SACDIN).
• Held a Top Secret security clearance.

Volunteer Experience

Vance High School Band Boosters

Charlotte, North Carolina

Webmaster September, 2003-present

• Launched vanceband.org.
• Developed initial content and layout for the web site making extensive use of PHP, HTML, and CSS as well as minor functionality in JavaScript. (Graphic art was provided by another volunteer.)
• Developed and implemented a web order form for the 2003-04 Florida Citrus fundraiser.
• Add and update site content.
• Perform site maintenance as necessary.

President, June 2004 - December 2005

• Revised by-laws to reconcile defined and actual operating processes and procedures.
• Performed duties of office:
  • Presided at all general and Board of Directors monthly meetings.
  • Served as Chairman of the Board of Directors.
  • Served as an ex-officio member of all committees.
  • Approved all expenditure checks.
  • General coordination or oversight of all booster-related activities including uniform issue and maintenance, transport of students and equipment, public relations, and fundraising.
  • Served as chaperone and manual labor for band functions.
  • Interfaced with students, parents, school officials, and members of other support organizations.
  • Provided regular and frequent communications to the membership and other interested parties with regard to happenings, upcoming events, etc.

North Mecklenburg High School Band Boosters

Huntersville, North Carolina

Webmaster June, 2006 - April, 2007

• Redeveloped northmeckband.com.
• Developed content and layout making extensive use of PHP, HTML, and CSS.
• Added and updated site content.
• Performed site maintenance as necessary.

Education and Certification

Radford University

Radford, Virginia

Bachelor of Science in Mathematics, December 1993

Minor in Computer Science

Community College of the Air Force

Seymour Johnson Air Force Base, North Carolina

Associate of Applied Science in Electronic Systems Technology, August 1989

United States Air Force Technical Training

Keesler Air Force Base, Mississippi

Electronic Computer and Switching Systems Specialist, July 1987

Novell Education

Certified NetWare Administrator, January 1995

Miscellaneous Training

Carnegie Mellon Software Engineering Institute

Introduction to the Capability Maturity Model® Integration Version 1.2, April 2007

BusinessGenetics

xBML Business Modeling Course, May 2006

National Restaurant Association

ServSafe Certification, February 2006

Microsoft Certified Education

M2310 Developing Microsoft ASP.NET Web Applications Using Visual Studio.NET, August, 2004

Peregrine ServiceCenter

Introduction to ServiceCenter (web-based),April 2002

ServiceCenter Introduction, Part 2, May 2002

Tailoring ServiceCenter, June 2002

Brainbench Certification

Perl Programmer, April 2000

Master of Written English, April 2000

Keyboard Typist, May 2000

Master High IT Aptitude, May 2000

Unix

Advanced Administration Concepts and Troubleshooting Workshop, April 1999

Oracle

Introduction to Oracle, November 1997

Oracle7 Administration, December 1997

Remedy

AR System for Users, July 1997

Administering the AR System from Windows, July 1997

AR System API Programming, August 2000

Solomon

Solomon IV Administration, April 1997

Netware

NetWare 4.0 Installation Workshop, August 1994

NetWare Service and Support, August 1994

Networking Technologies, September 1994