Manager Customer

BILL HILLER

********@*****.*** 919-***-**** www.linkedin.com/in/hillerbill

SUMMARY

Senior Systems Analyst with experience turning business requirements into technical

solutions. Strengths include attention to detail, being results oriented and the ability to work

successfully in a global setting. Customer focused with a commitment to quality. Previous

experience as a technical leader, and prior to that a computer programmer, have enabled an

accomplished systems analyst.

Operating Windows, UNIX, DOS, Macintosh, DEC, VAX, HP 3000, HP 1000

Systems:

Databases: Oracle, MS SQL Server, MS Access, Sybase, LDAP

Languages: SQL, PL/SQL, C#, Workflow Foundations, XSLT, Fortran,

CyPress, PowerShell, Visual Basic, C, Java, Unix Scripts, Excel

Macros, Delphi, Pascal

ITIL Processes: Incident Management, Service Desk, Problem Management,

Configuration Management, Change Management

Additional XSD, XML, Visual Studio, REST/JSON, Connect-It, HTTPS, .NET,

Experience: SSIS, Web Services, Vantive, Service Manager Web Services and

Event Services, Asset Manager, uCMDB

PROFESSIONAL EXPERIENCE

Hewlett Packard (HP), Raleigh, NC 1986-2014

Senior Systems Analyst

• Supported changes to the Core Integration Service (CIS). CIS is the middleware that

sends data from one system to another. The enhancements were made to increase

customer satisfaction.

o Developed Solution Overview as well as high-level and low-level design

documentation for the customer enhancements. Documents were used to

communicate the CIS changes to impacted teams which reduced the number of

defects that were generated.

o Performed knowledge transfer of the design documentation to the Engineering

Team in China which helped to reduce the number of defects that occurred during

the development phase.

o When the changes were developed, reviewed the solution in order to verify that the

solution matched the customer requirements thereby reducing the number of

defects.

• Enabled customers to migrate to a web service based data repository. The new data

repository improved overall customer satisfaction by reducing on-boarding time and

enabling the customer data to be sent to multiple destinations from a single source.

o Designed a method of sending core and Service Manager specific data from the

data repository to the Service Manager system. This enabled migrated customers

to use the Service Manager ITIL processes.

o Developed a method of filtering out core data for customers that have been

migrated to the new web service based solution. This significantly reduced cost

and improved customer satisfaction by enabling the migration from the old data

repository to the new web service based data repository.

Bill Hiller page two

• Enabled the on-going clean-up of the customer’s asset data in order to significantly

improve the customer’s ability to make data based decisions.

o Designed an interface that sent asset data from an asset management system to a

reporting system. The reporting system is then used to identify inaccuracies in the

data.

o Designed an interface from the asset management system to the asset validation

system. The asset validation system is used to correct data inaccuracies.

Technical Leader

• Supported the Connect-It integrations in order to insure the highest level of customer

satisfaction was maintained.

o Conducted weekly meetings where deliverables were reviewed, questions and

problems were addressed. Meetings were held to make sure that the changes

being made addressed the customer’s needs.

o Reviewed and approved all of the technical changes to existing integrations as

well as the creation of new integrations. This ongoing supervision was in order

to insure consistency and the highest level of customer satisfaction was

maintained related to the Connect-It integrations.

• Trained offshore engineering teams in India and China on the Connect-It application.

Also, guided the transfer of approximately 20 Connect-It scenarios from United States

to offshore locations. This decreased overall development cost by more than 50%.

Computer Programmer

• Developed PL/SQL stored procedures that archived data from the Vantive help desk

system. Archiving the information increased customer satisfaction by improving the

overall system performance.

• Improved customer satisfaction by making sure all customer transactions were

available and by increasing the overall system performance.

o Modified SQL Server Integration Services (SSIS) code so that temporary tables are

only created once. The previous process had 5 temporary tables being created

every minute.

o Within the CIS application MS Workflows wrote tracking data to an Oracle

AppFabric database. The tracking data is then copied via a stored procedure to the

CIS Tracking database. The customer used the CIS Tracking database to view

integration status. During times of high volumes up to 10% of the records in the

AppFabric database were not written to the CIS Tracking database. Made

modifications to the stored procedures to resolve this issue.

• Developed message retention process that: improved system performance by 20%,

reduced the amount of disk space utilization by 30% and increased customer

satisfaction.

o Designed and then developed a portion of the PowerShell script and stored

procedures that deleted successfully processed transactions from the CIS database

after 7 days and all other transactions after 30 days. The tool also deleted the

associated files from the Windows server.

Other positions include:

Senior Programmer

Information Specialist

Advanced Systems Engineer

Systems Engineer

EDUCATION

Bachelor of Science in Computer Science for Business

DeVry Institute of Technology

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