Project Manager Customer Service

Ron Hill

* ****** ****** *** *******, MA ***** 508-***-**** *******@***.***

QUALIFICATIONS SUMMARY

IBM WebSphere DataPower Administrator, with over 5 years’ experience with all phases of installation,

configuration and implementation of the DataPower appliance.

My broad-based experience over a wide range of technology/management positions, which gives me

solid a background in a variety of task including writing highly technical documents. I possess a strong

work ethic and I am regarded as a proactive and key contributor by my peers and supervisors alike. I

thrive in a team environment and am a knowledgeable resource for rapid technical and project analysis

with the ability to get things done effectively and efficiently.

PROFESSIONAL EXPERIENCE

April 2010 – Present; IBM WebSphere DataPower System Administrator (Contracting for Signature

Consultants, Inc.) Charlotte, N.C.

Deployment of domain objects artifacts (WSDL files, Certificates/Keys, XSLT etc.)

Support of development default and domain level configuration and implementation changes

Installation and configuration of new DataPower Appliances

Creating and testing of all DataPower services (Application Firewall, Multi-Protocol Gateway, Web

Service Proxy etc.)

Planning and implementation of Firmware Upgrades

Trouble-shooting DataPower domain application issues(Probe and PCAP analysis)

Trouble-shooting DataPower certificate crypto object issues (creating validation and identification

objects)

Trouble-shooting DataPower (interface, static routes)network communication issues

December 2006 – 2009; IBM WebSphere DataPower Support representative Cambridge, MA

Team member for the worldwide Level 2 customer supporting the DataPower appliance device.

Responsible for handling client email trouble tickets(serverity1,2 and 3) which includes phone

conference calls and assist-on-site via webX connection

Responsible for specifications reviews of future product and features (monthly point releases).

Participated in daily/weekly escalation review process and recommended solutions to clients

Determine requirement for new and existing systems; translate into use cases and process models

for software consultants (SOA constructs; Architecture design, MQ, WSDL etc.)

Provided project management support as needed per consulting team(DataPower installation and

implementations)

Prepared, communicated and distributed technical field notes/bulletins as well as maintained and

updated the customer support knowledge base(How to documents for configuration of domains and

Ethernet interfaces)

August 2004 – 2006; Independent Consultant New Bedford, MA

SRX and Knowledge Fusion Hub Services Project Manager of an enterprise-wide initiative to build

a network-based information services available to Sailors and Marines for day–to-day activities

and in war.

Manufacturing Execution Solutions:

o Provided Technical Expertise and Support for XML Data Modeling Activity

o Task Management, Project Engineering, and Coordination for Subcontract Tasks

Participated in weekly escalation review process and recommended solutions to clients

Determine requirement for new and existing systems; translate into use cases and process

models for software consultants

Provided project management support as needed per consulting team

Prepared, communicated and distributed technical field notes/bulletins as well as maintained and

updated the customer support knowledge base

August 2003 – 2004; Transcore, Inc. Auburn, MA

Transcore, Inc. Internet based point of sale (POS) application, Toll Collection and Customer

Service Support, and Hardware/Software deployment and maintenance.

.

Associate Supervisor-Customer Support Engineer/IT

Provided high-level technical support to Transcore’s customers, Third parties and field

organizations for (POS) application; MARK IV’s multi-platform software/hardware products.

Recreated customized environments to reproduce customer problems

Build and maintained default customer database; with SQL calls to Oracle backend

Performed interoperability tests for remote site of new software releases of (POS) application.

Trained Customer Service Representatives (CSR’s) on (POS) and MARK IV’s multi-platform

software/hardware products.

Wrote technotes explaining how to configure MARK IV’s transponder tester and transponder

programmer.

Learned 802.11 wireless networking and WLAN security standards 802.1x EAP and WPA.

February 2003– August 2003

Since Lending4All, Inc. shutdown due to lack of venture funding. I have held several contract positions

with local companies including Honeywell and Transcore contracts provided by Manpower, Inc. These

positions have helped broaden my already extensive IT/project management skills and have allowed me

to keep current with new and emerging technologies and business strategies.

September 2000 – January 2003; Lending4All, Inc., New Bedford, MA

Lending4All, Inc. is a start-up company providing an on-line service to mortgage brokers;

monitoring and tracking 1003 customer applications, importing credit information and submitting

applications to whole-sale lenders for pre-and final underwriter approval.

Project Management-Customer Support Engineer/IT

Developed, implemented, maintained and documented test plans (including Beta testing)

Maintained the bugs database; troubleshot new and existing software bugs

Provided 1rd level support for all WAN and LAN

Provided on-site support for equipment setup and implementation

Provided the highest level of customer satisfaction including customer training

Aided customers in the application of Lending4All products to meet installation requirements

Provided technical, product-specific training to the inside sales force

Troubleshot Windows 95/98/NT and WIN2000 workstations/servers; troubleshot/ repaired laptops

EDUCATION

Johnson and Wales, Providence, RI; BS Degree, 1986; concentration in Computer Systems

Management

SOFTWARE EXPERTISE

Operating Systems:

Customized Linux, Windows and UNIX

Networks/Protocols:

TCP/IP, Ethernet, SMTP, HTTP, HTTPS, ARP

Languages:

XML, XSLT, SOAP, CURL, HTML,

Communications/Connectivity:

LAN Node/ODBC, JDBC, OLE DB, SQL

Web Servers:

Microsoft Internet Information Server 3.0, 4.0, 5.0

Browsers:

Firefox, Internet Explorer

Databases:

DB2, Oracle, Sybase

WebSphere:

General knowledge on IBM software platforms including WebSphere, DB2, Tivoli and Lotus

Scripting: CLI and limited Korn Shell

Trouble-Shooting / Debugging and Performance tools:

WireShark and Apache Bench

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