Project Manager Management
Resume:
MIKELE BATES
Atlanta, GA ****1
***********@*****.***
OBJECTIVE
I am currently seeking a permanent role within a stable organization which
rewards ambition and performance with more challenging and responsible
opportunities.
PROFESSIONAL SUMMARY
Technical, hands-on project management skills.
Tactful, yet skillful in managing diverse and disparate teams
Skilled in providing critical application support management in a
production environment
Able to initiate, manage and execute projects, allocate resources, and
implement solutions on time and on budget
Strong troubleshooting abilities gained as a senior level production
support analyst
Capable of developing scripts which provide data analysis, verification,
and validation.
Experienced in solving problems in multiple system environments
standardizing on ITIL as foundation
Able to quickly assess problems and recommend appropriate solutions
Adept in providing documentation and follow up to identified problems
Skilled in performing root cause analysis and obtaining metrics within
support realm
Provide 24x7 on-call rotation support for critical issues as required
Have a solid understanding of how, why, and when to implement new
technologies to solve problems
EXPERIENCE
Sigma Systems - Atlanta, GA (October, 2013 to March 2014)
Technical Onsite Account Manager/Consultant for Cox Communications
Served as onsite technical liaison between Sigma Systems and customer.
Acted as product SME for Sigma's Service Management Platform (SMP)
Triaged reported issues to confirm possible bugs.
Gained intimate knowledge of customer implementation and business
processes.
Represented the customer to ensure product issues are being tracked,
prioritized and resolved.
Tested and verified fixes before delivering to customer.
Administered Weblogic and Jboss in development environment
Escalated critical customer situations to the appropriate level of
management and engineering expertise.
Communicated technical issues and solutions to the engineering, QA, support
teams and customer.
Assisted customers with operational issues on company's software.
Coordinate customer deployments with internal teams.
Technologies included Linux, Weblogic, Oracle, git
NCR Corporation - Duluth, GA (October, 2012 to August, 2013)
Applications Management Production Support Manager
Provided hands-on technical support for multiple Point-Of-Sale and e-
commerce applications.
Managed team of five consultants in day to day support role of mission
critical customer-facing POS systems.
Managed peer review for bug fixes and enhancements.
Managed meetings for enhancements and problem resolution.
Managed training for junior analysts.
Managed projects of diverse size and scope, focusing on timely project
completion and customer satisfaction.
Technical Environment: Java, J2EE, Oracle, Linux, Shell Scripts, Project
Management
Digital Route America - Alpharetta, GA (October, 2011 to July, 2012)
Sr. Applications Management Production Support Consultant/Project Manager
Provided expert level technical support for Verizon's implementation of
Mediation Zone for Digital Route.
Functioned as SME for Mediation Zone, which translates data from cellular
switches for input into telecommunication billing systems.
Built, deployed, and administered Java-based web applications in both
Windows and Unix Environments.
Managed projects including eliciting requirements from customers to
customize Mediation Zone
Prepared periodic reports relating to the status and performance of the
Mediation Zone application.
Technical Environment: Java, J2EE, Oracle, Linux, Shell Scripts, Microsoft
Project, Subversion
Siemens IT Solutions and Services - Chattanooga, TN (November, 2010 to
October, 2011)
Sr. Applications Management Production Support Consultant/Project Manager
for Volkswagen America
Provided application management support services, delivering against
contractual SLA's and KPIs in a multi-OS, DB, and application language
critical production environment consisting of 150+ applications.
Managed the activities of service delivery teams to support manufacture of
Volkswagen vehicles.
Consulted using an ITIL-based service management methodology, especially
relating to Incident Management, Configuration Management, Change
Management, and Release Management.
Responsible for maintaining software licenses and renewal to ensure
uninterrupted application uptime.
Database programming in Oracle: creating/updating stored procedures and
queries through SQL Developer.
Supported and administered various intranets, client-server, and standalone
applications.
Produced formal documentation, including requirements specifications and
proposals.
Led teams to refine processes necessary to ensure production line downtime
was minimized.
Resolved issues down to code level, recommending bug fixes, enhancements,
etc. as needed.
Managed and implemented several small projects of 3-5 team members,
including requirements gathering, project design, coding, testing, and
implementation.
Developed and supported scripts which performed data validation and
analysis.
Technical Environment: Java, J2EE, JSP, WebLogic, Apache, SQL Server 2008,
Oracle, JBOSS, Windows Server 2008, UNIX, Microsoft Project, HP Service
Center 6 & 7, XML, HTML, Shell Scripting, Networking, What's Up Gold
Independent Consulting - (June, 2008 to November, 2010)
Managed projects for clients that included Helping Hands Medical Supply,
Dargan's Family Day Care Center, and Fallah Worldwide. Responsibilities
included implementing project plan, managing resources, and providing
technical support for computers and wireless network setups, supervising
installation of infrastructure, and various other duties where needed.
Also established a non-profit organization, Computers For The People, INC.,
to distribute free computers to people in the community.
Technical Environment: Microsoft FrontPage, Microsoft Office, Access,
Networking.
McKesson Corporation - Alpharetta, GA (January, 2007 to June, 2008)
Senior Production Support Analyst - Contract
Provided third level application production support for McKesson.com and
all Intranet sites within company. Responsible for resolving all issues,
coding and implementing enhancements, and performing deployments related to
all websites and applications (e.g. Payroll, Pension, Address Books, etc).
Wrote PERL scripts to load data from text files to database.
Wrote stored procedure, views and trigger for retrieval and analysis of
data.
Resolved issues in both UNIX and Windows environments.
Duties required the ability to read, compile, and deploy Java/J2EE code.
On call for production issues that could not be handled by 2nd tier
technicians.
Technical Environment: J2EE, JSP, WebLogic, Microsoft SQL Server 2005,
CSS, HTML, IIS, VBScript, ASP.NET, Vignette CMS, Windows-based platforms.
Cingular Wireless - Alpharetta, GA (September, 2005 to January, 2007)
Senior Analyst
Provided third tier support for five customer-facing distributed and web-
based applications. Responsible for identifying, categorizing, and
resolving issues relating to applications spanning multiple operating
systems, programming languages, and databases.
Responsibilities included receiving incidence reports via Remedy IT Ticket
Management system from internal clients, investigating reported issues,
determining cause of reported issues, and either correcting issue or
routing issue to appropriate personnel for resolution.
Worked with developers, system administrators, network administrators, and
management to ensure timely and satisfactory resolution of issues in
accordance with established SLA's. Issues included OS, database, and
application server problems.
On call to resolve production issues escalated to me by help desk after
hours. Frequently generated ad-hoc reports for management as directed.
Managed projects to streamline incident reporting and resolution.
Technical Environment: Java, Oracle, WebLogic, JSP, Windows, UNIX
(Solaris), BMC Remedy
EDUCATION
University of Wisconsin - Madison, WI
MBA, Information Systems, 1997
(All but one class)
Southern Polytechnic State University - Marietta, GA
B.S., Physics, March, 1995
MILITARY
United States Navy
Electrician's Mate (Nuclear)
March 1986-January 1991
Honorable Discharge
TECHNICAL SUMMARY
Languages: Java, J2EE, PL/SQL, HTML, C#, XML, UML
Databases: MS SQL Server, Oracle
Web: Apache, Dreamweaver, Flash, Microsoft IIS, Tomcat
Microsoft: Word, PowerPoint, Excel, Exchange, Project, Visio
Applications: WebLogic, JBOSS, Subversion, git, VMWare
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