Manager Software

Wayne Guptill

Email: *********@********.***

Address: ** **** ***** ***

City: Petaluma

State: CA

Zip: 94952

Country: USA

Phone: 707-***-****

Skill Level: Management

Salary Range: 60

Primary Skills/Experience:

See Resume

Educational Background:

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Job History / Details:

Wayne Guptill 707-***-**** cell

www.linkedin.com/in/wayneguptill *********@********.***

SUMMARY

Accomplished Project/Implementation Manager, Software Support Manager and Software Trainer of financial software solutions for small to mid-sized lending institutions, both nationally and internationally. Diverse experience working with internal business units, such as Product Management, Product Development, QA, Training, Documentation and Technical Support, as well as client facing experience in Pre-sales, Consulting and on-site Implementation Training. My Team and Leadership experience includes:

25 years of software support experience 15 years of software design, programming, QA, Tech doc review, and implementation experience 12 years software trainer experience (both internal and on-site) 8 years as Product Support Manager Account Management and Project Management experience Excellent communication, problem solving and presentation skills

PROFESSIONAL EXPERIENCE

FAIR ISAAC INC., SAN RAFAEL, CA

Project/Implementation Manager (2006-2012) Implemented over 50 Web-based financial system projects, on time and within budget. Conducted weekly status reports and client review meetings. Worked directly with clients third party software vendor and IT department on technical aspects of the project interface, such as; securing communication lines, XML schemas, consumer credit report formats, score model management and validation processes. Analyzed output data to verify score model results. Provided end-user training on score card management and best practices. Identified, documented, resolved and/or escalated issues to appropriate levels. Managed issues to resolution.

Product Support Manager (2000-2006)

Responsible for the management of worldwide support for a suite of software products running on a variety of platforms, which included: Management of Tier 1 and Tier 2 level support (24x7). Managing two remote Call Centers (Berkley, CA and Omaha, NE), this included quarterly trips to observe staff and train on new operational procedures. Assisted with product turnover and general release preparations for new product releases, customer delivery and implementation of new products, and post-implementation support. Collaboration with development, QA, tech pubs and fulfillment departments to define new requirements and modifications to next release of software in accordance with company strategic objectives. Maintaining strong understanding of Score Model development and use of Credit Bureau ARF (Automated Response Format) data at the segment/trade line level (e.g. mortgage, credit, collections, foreclosure, liens, bankruptcy, etc). Monitoring service requests for prompt, efficient resolution. Resolution times ranged from 15 minutes to several days, depending on complexity of problem, version of software, and clients computing environment. Monitoring results of satisfaction surveys and contacting clients when appropriate. Conducting OOB (out-of-box) testing of new releases to gain working knowledge of all enhancements.

Participated in corporate initiatives as well:

Oracle TeleService: Successfully migrated data from legacy call tracking system to new Oracle TeleService system and provided end-user (in-house) training to various groups. Fulfillment: Helped develop a formal fulfillment process for select software to become Sarbanes-Oxley (SOX) compliant. As well as compliant with company revenue claiming requirements. Client Satisfaction Survey: Helped design and implement first ever on-line client satisfaction survey at Fair Isaac. Included real-time collection of metrics for posting on companys corporate internet page, and automatically forwarding negative responses to respective managers. Standardized Support Procedures: Developed standard procedures for support of all Originations software (e.g. information collection and entry, escalation points, contractual response times, etc).

Client Support Lead (1995-2000)

Responsible for supervising support for 200 CreditDesk clients (a Windows based solution), which included Ability to resolve 90% of support requests on same day basis, and engaging other support resources (e.g. credit bureaus, development, QA) as necessary. Implementing first ever ACD (automated call distribution) system at Fair Isaac, which improved call resolution times to unprecedented levels. Maintaining a strong understanding of score model development and implementation with respect to an applicants credit bureau and application characteristics. Ability to create and debug Comma Delimited Files that interfaced with MS Word and clients in-house processing systems. Collaboration with development, tech pubs and QA departments to define new requirements and modifications to next release of software. Identification and provision of training needs. Monitoring service requests for prompt attention and efficient resolution.

Senior Product Support Engineer (1986-1995)

Joined the Mainframe ASAP (Automated Strategic Application Processing) effort, and worked on a team of programmers to design, manufacture, deploy and maintain Fair Isaacs first IMS and CICS Mainframe ASAP System. Designed and coded software to parse credit bureau data and the logic is still used today in the companys LiquidCredit solution.

EDUCATION

B.S., Computer Science (Commercial Applications option), California State University, Chico, CA

Minor, Business Administration, California State University, Chico, CA

Associate of Arts Degree, Computer Science, Modesto Junior College, Modesto, CA

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