Technical Deployment/Release Manager, Senior Computer Desktop Support

David Clarkson

**** *. ***** *** ****, AZ ***** Phone: 480-***-****

email: ****.********@***.***

SUMMARY

Fifteen years of experience in IT including 4 in Release Management and 11 in hardware/application support. Strong interpersonal skills, communicate well with customers and co-workers, both verbally and written. High energy with an attitude and willingness to do what it takes to get the job done. Experienced with Rally to track Agile Projects, Windows 2000, XP, 7 and 10 as well as HP Service Now and all Microsoft Office products.

PROFESSIONAL EXPERIENCE

United Health Group, Phoenix, AZ

Technical Deployment/Release Manager February 2014 – March 2018

Develop overall Deployment Plan (Waterfall and Agile methodologies) for responsible applications. Used Rally to track Agile Projects.

Work with the Scrum Masters to obtain all aspects of the Deployment.

Coordinate with the Scrum Masters and Business teams to determine priorities.

Initiate Release Summary for software/application deployment and update.

Prepare the Readiness Checklist and major milestones.

Meet with the Project teams 4 times a week for milestone review.

Determine if the Project is on track or if it needs to be pushed out. Help remove any roadblocks that may be inhibiting the schedule.

Create the Deployment Plan. Host the meetings with department leads to determine the deployment procedure including code deployment, server bounces, smoke testing by the Business and User Acceptance Testing. Also develop the Back-out Plan in the event that the deployment fails.

Host the meetings with members of the Application to discuss the process status of the Code Development, User Acceptance Testing and CQA.

Coordinate with the Developers to be sure necessary Audit documents such as Application Code Scans, Fortify Scans, Security Scans Implementation Instructions, Artifacts and Performance Tests are complete and uploaded to the central Share Point repository to comply with Sarbanes Oxley (SOX) audits.

Create and submit the Change Ticket in HP Service Now for approval.

Schedule and Host the “Mock Go-Live” meeting.

Meet with CAB to approve the Change Ticket. Meet with ECAB when necessary for last minute or emergency changes.

Host the Go/No Go meeting for final acceptance by all departments.

Run the deployment: Kept track of the process, push code using Jenkins and XL Deploy, mark the tasks as complete when the teams finish them, coordinate validation when the deployment is complete. Send email notification upon completion of the release with the status.

United Health Group, Phoenix, AZ

Senior IT System Management Analyst August 2010 – February 2014

Support applications (Facets by Cognizant, Diamond by Perot/Dell,) used for medical claims processing. Work trouble tickets using HP Service Now for various failures related to these apps.

Perform Change Management duties for weekend server bounces and file deployment

Create Change Tickets in HP Service Now for file update/deployment

After hours code-change deployment to UNIX and Windows 2003/2008 servers

Write simple SQL queries to access backend data from the 9 Diamond plans for analysis

Supplied data gathered through SQL for yearly Diamond audits

Second level support for Citrix applications as well as Oracle and PL/SQL applications

Troubleshoot issues related to apps running on Tomcat and Apache

Monitor Member files (HIPPA 5010 version 834 files) to ensure they are imported to the UHG servers to be converted on the mainframe servers.

Troubleshoot issues with the computers in my department to assist the local desktop team

Special projects for various other departments as needed

United Health Group, Phoenix, AZ

Senior Computer Desktop Support Tech January 2003 – August 2010

Install, configure, troubleshoot and maintain PCs, software and peripheral equipment.

Used Altiris for imaging computers and pushing applications locally and remotely

Used Bomgar and Dameware to support remote users to remedy computer, application and peripheral issues

Local project manager for OS migration from Windows 2000/Novell to Windows XP. The migration included 375 on-sight computers and 150 remote users

Support VPN connections.

Setup Cisco IP Phones

Provide computer assistance and training to users on individual and group basis

Performed full and incremental server tape backup

Create and maintain help desk records and procedures.

Setup security access to Novell, Windows and Citrix.

Use HP Service Now problem ticket system for incidents and issues

After hours On-Call support, 24/7/365, for all national locations

Received Outstanding Performance award for AmeriChoice division, 2nd quarter 2009

Work special projects dealing with infrastructure and hardware/software

Traveled to new UHG facilities to setup Command Centers (network and phones) in Memphis TN, Nashville TN, Knoxville TN and Jackson MS

Performed network and phone system shakedown in those locations

Setup and maintain video conference equipment (Polycom and Tandberg), IP and ISDN

First call from local AmeriChoice executives for immediate resolution of computer issues

Order hardware and software for local and remote users

Setup new users, local and remote

EDUCATION

B.S. Electronic Engineering Technology

Arizona State University, Tempe, AZ

A+ Certification

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