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Cheryl L. Whitaker

P.O. Box ******

Houston, TX 77277

713-***-****

ab9xws@r.postjobfree.com

Education

**** ***** ******** ********** *******, TX

B.S., Computer Science / Mathematics

Achievement oriented IT Professional seeking to leverage technical

background in problem solving, training, supervisory management, and

application specialist in an innovative technical environment. Extremely

enthusiastic for a career change and eager to use technical as well as team

building and managerial skills in a company where I can contribute to the

growth and success of the company.

Professional Experience

12/2006 - Present Aspen Technology Houston, TX

Principal Technical Support Consultant

Provide technical support to Aspen Tech's internal and external customers.

Troubleshoot and document all issues as well as the solutions. Focus not

only on resolving the immediate issues at hand, but also the root cause.

Serve as the focal point for problem escalation and resolution. Reviews

unresolved issues and work with R&D development team to ensure proper

resolution of customer's complex problems or software defects. Review and

approve technical articles for publishing on the support website. Mentor

mid and senior level staff by virtue in-depth product knowledge and assist

in the screening and recruitment of new hires.

IT-Manager - Infrastructure Support Team

Responsibilities include managing and recruiting a team of highly skilled

Support Consultants in North America and Latin America. Management style is

highly focused on team building skills and creating a synergistic

environment that creates a great working environment. Provide training and

services using Aspen software products. Troubleshoot escalated customer

issues and write and communicate technical solutions to customers as well

as senior and executive management staff. Developed training curriculum

and workshops for System Administrators to implement and deploy Aspen Tech

Software. Also, developed internal BETA test plans for the support

organization to provide feedback to the development team on how to improve

Aspen software and documentation.

6/1999 - 5/2006 BMC Software, Inc. Houston, TX

Staff Technical Support Analyst / Product Support Coordinator

Responsibilities include knowledge of BMC Software backup and recovery

software packages (SQL Backtrack for Sybase, Informix, MS SQL Server).

Provide

customers with technical support, through phone, email and webex sessions.

Also work with the developer's to resolve customer related issues, develop

patches and new software releases.

4/1996 - 5/1999 The Methodist Hospital Houston, TX

Sr. Implementation Analyst II

Responsibilities included, database administration, and system

administration.

Developed queries, and analyzed vast amounts of patient data, using

Microsoft

Access and Sybase SQL Server. Performed system administration duties by

maintaining and monitoring hardware and software of IBM AIX based systems.

Provided on call support to Eclypsis Clinical Information Software users.

2/1992 - 4/1996 UNISYS Houston, TX

Senior Software Engineer

Responsibilities included, sustaining NASA space shuttle flight software,

developed in a C and UNIX environment. Performing project management tasks.

Implementing quality software by using the Procase re-engineering tool on

the

DEC Alpha system. Developing and maintaining CLIPS and C software

applications

also maintained an X-window display builder application.

9/1991 - 12/1991 AT&T Bell Laboratories Naperville, IL

MTS-Engineer

Responsibilities included applying Process Quality Management techniques to

all

assignments. Generated reports that tracked the budgetary goals and

software

integration also generated requirements documents. Received training in the

following areas: Statistical Analysis, C Programming, Process Quality

Management & Improvement, Software Architecture, Switching and Signaling.

11/1987 - 9/1991 DUAL & Associates Houston, TX

Task Leader/Programmer III

Responsibilities included supervising the DUAL & Associates Real Time Data

Systems (RTDS) team, specifying work assignments, monitoring and tracking

project progress, and incorporating customer requirements into daily work

schedules. Additional duties included building graphical displays for NASA

Space Shuttle flight controllers using the G2 knowledge Base System and the

MASSCOMP graphic routines; and coordinating the RTDS training simulations

and

flight operations with flight controllers, data flow engineers, and RTDS

operations. Implemented space shuttle fault detection algorithms for the

Instrumentation and Communications Officers (INCO) as part of the INCO

Expert

System Project (I.E.S.P.) (later renamed Real Time Data Systems, RTDS).

Implementation was performed with the UNIX-C project-developed tool called

the

Computational Display Environment (CODE). Documentation of the algorithms

was

done using Generic CADD.

6/1987 - 10/1987 Martin Marietta Data Systems Inglewood, CO

Computer Systems Engineer

Designed and developed customized databases and user's manuals by using

DBASE III

Plus, Lotus 1-2-3 and MultiMate software. Projects included the development

of

software for expert generators, inventory control, financial planning and

project scheduling.

6/1982 - 8/1982 AT&T Bell Laboratories Denver, CO

Lab Assistant (co-op)

Tested new telephone feature on the AT&T System 85 PBX Digital Switch.

Security clearance

Held "Secret" security clearance

Awards received

1988 - NASA Space Act Award

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