Donald C Wiles

**** ********* ***

303-***-**** Castle Rock, Colorado, 80108 abl3t1@r.postjobfree.com

SUMMARY

. Extensive Microsoft SharePoint WSS 3.0 and MOSS 2007 Training.

. Business Analyst effective at communicating in language understood by

business users and technology staff alike.

. A unique blend of customer service knowledge coupled with an Information

Technology technical background, and ITIL Certification.

. Collected user requirements for a Collaboration Tool for corporate wide

use at eCollege.

. Seven years with Sun Microsystems as a Service Account Manager supporting

Verizon Business/MCI/Worldcom and QWEST Communications International.

. Resourceful customer focused IT professional with a background in

programming, SDLC, support service, and account management.

. Ongoing client satisfaction responsibilities and management of client

data and

relationships (expectations, communications, escalation,

feedback, etc.).

. Project Management of escalations, product installations, and service

request resolution.

Additional background with Sun Microsystems:

. Manager of Ad hoc Business Intelligence reporting group

. Application development and business analysis management.

. Project management.

. Consulting Services.

Manager in a software consulting organization:

. Business Analysis

. Project Management

. Consultant management - Staff of 125 technical people.

. Management of deliverables.

. Accountable for a multi-million dollar budget.

QUALIFICATIONS:

. Microsoft SharePoint training - 9 days classroom training, 42 hours

mentored CBT

. Business Analysis of customer requirements and business needs.

. Deep understanding of customer data, issues, and concerns.

. Comfortable building rapport with customer management at all levels.

. Solid project management skills that consistently provide on-time and on-

budget project delivery.

. Knowledge of several Project Management and Software Development

Lifecycle methodologies.

. Object Oriented Design Methodology and Java training.

. Data Base Administration and 15 years COBOL programming experience.

PROFESSIONAL EXPERIENCE

Gunther Douglas Inc, Denver, Colorado

2008

Gunther Douglas is a Professional Services software and Information Systems

consulting organization.

Business Analyst Consultant

Assignment at eCollege, Inc, Denver, Colorado to gather user requirements

for a Collaboration Tool for corporate wide use at eCollege. Conducted

User interviews with managers and gathered and documented comprehensive

business requirements. Identified the current state of the business,

categorized the business needs and challenges, classified scope and

constraints, prioritized and organized the stated requirements. A Features

and Function matrix was developed. Collaboration Tool solutions were

investigated and a recommendation presented to eCollege. A tool

demonstration was arranged and a Proof of Concept was suggested as the next

step. Collaboration Tools investigated were MS Sharepoint, Alfresco, and

Liferay.

Sun Microsystems, Inc, Broomfield, Colorado 1996-2007

Leading global provider of computer hardware and software with over $15

billion annual revenue.

Service Account Manager (SAM) (2000-2007)

Single point of contact for all hardware and software service support

issues. Handled Project Management of escalations, product installations,

and service request resolution. Delighted customers with support

management. Maximized customer system availability and met customer

satisfaction goals by utilizing appropriate resources to fulfil contractual

service obligations.

. Service support role for two of the top ten accounts:

Verizon/MCI/Worldcom and Qwest Commuications, each with service revenue

exceeding $15 million per year.

. Increased customer satisfaction every year and attained a 97% customer

satisfaction goal.

. Reduced service tickets by 90% in one year while assigned to provide

software support of Java Enterprise Directory, Messaging, and Web

Servers, and middleware products.

Business Intelligence Reporting Manager (1998-2000)

Managed technical staff of 5 engineers developing ad hoc business reports

and supported a corporate web site.

. Managed development of Business Intelligence reports using the BRIO

reporting tools, satisfying user requests in less than 2 business days.

. Expanded and simplified retrieval of information by logistics staff by

over 50% by developing Web site including web enabled tools and reporting

capabilities for the Logistics Support organization.

. Managed all hardware and hardware support for internal service division

web site.

. Project Manager responsible for executing User testing of an Oracle

Financials system upgrade and insisted on 100% compliance to testing

standards, resulting in a 2 month delay in the implementation.

Professional Services Project Engineer (1996-1998)

Pursued new business opportunities, wrote proposals defining the client's

business needs.

. Managed the Production Acceptance function of a very large client/server

implementation for the Ameritech Data Center Migration project.

. 6 direct reports created all process and procedure documents on schedule.

Keane, Inc. (Formerly AGS Information Services), Denver, Colorado 1986-

1996

Keane is a Professional Services software and Information Systems

consulting organization.

Operations Manager/Consulting Manager (1989-1996)

. Managed several fixed price projects to on time and on budget completion.

. Created successful proposal responses to win customer business.

Branch Manager (1987-1989)

P&L Accountability; management of sales reps, admin staff, and over 70

technical consultants..

. Increased pre-tax profit to over $ 1 million per year by executing to the

business plan and managing expenses.

. Increased revenue by 57% to over $ 3 million per year by expanding the

business.

. Increased the consulting staff by 47% from 50 to 74 consultants.

Senior Consultant (1986-1987)

Data Base Administrator (DBA), COBOL programming.

Harris & Paulson, Inc., Denver, Colorado

1980-1986

Co-Founder and developer of the interactive system in COBOL.

EDUCATION

Post Graduate Studies, Computer Sciences, Denver University, Denver,

Colorado

MS, Physics, Oklahoma State University, Stillwater, Oklahoma

BS, Physics, Wichita State University, Wichita, Kansas

PROFESSIONAL DEVELOPMENT

Microsoft SharePoint WSS 3.0 and MOSS 2007 Training

New Horizons Computer Learning Center, Denver, Colorado

2009-2010

Attended formal classroom training in Microsoft

SharePoint.

Microsoft SharePoint WSS 3.0 and MOSS 2007 Instructor Led Classroom

Training - 9 Days

Microsoft SharePoint Mentored Learning (Computer Based Training)

- 42 hours to date.

ITIL (Information Technology Infrastructure Library) Foundation Certified

Software Development Lifecycle Methodology, Keane, Inc.

Project Management Development Program, Keane, Inc.

TECHNICAL SKILLS

Microsoft SharePoint WSS 3.0 and Object Oriented Design Methodology

MOSS 2007

Data Base Administration - 6 years COBOL - 15 years

JAVA Assembly Language

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