Technical Account Manager

Alphonso J. Ellis

Atlanta GA

678-***-**** ***********@*****.***

EXECUTIVE SUMMARY

A Strong Seasoned Information Technology (IT) professional with over 25 years of expertise in account management, technical implementation management, project management, resource management, asset management, business continuity, systems administration, storage architectural concepts and design, capacity planning, storage and backup technologies and disaster recovery planning and testing.

CORE COMPETENCIES

Strategic Planning

Implementation/Migration management

Capacity Planning/Reporting

Business Continuity

Process Improvement

Project Leadership

Proposal Development

Client Relations

Software Development

Product Development

Asset Management (software/hardware)

Revision/Release management

Managed Hosted Service

ITIL Service Management Knowledge

Budget Planning and Cost Control

Disaster Recovery Planning/Testing

Technical Sales Support

PROFESSIONAL EXPERIENCE

Virtustream Corp, Bethesda July 2014 – Present

Technical Account Manager

Technical Account Manager for 3 large global SAP manufacturing & Financial Corporations. Over seeing weekly and monthly Operational Management, Single POC for Mission Critical Activities and Strategic Partnerships. Detail responsibilities included, but not limited to the following.

SLA Management and Compliance

Contract Management

Billing Management

Proactive Statistical Analysis of Performance Data with recommendations to optimize performance and utilization.

Best Practice recommendation and Run Optimization

Status Reporting and Operations Integration

Incident Management and Coordination

Execute provisioning tasks from customer requests

Failover/ Disaster Recovery testing coordination

Access ongoing co-innovation and co-value realization

Strategic Roadmap and planning activities

Executive Scorecards

Quarterly Business review

Innovative Ideas and Solutions Corp, Alpharetta 2012 – 2014

Partner

Providing solutions for today’s problems, whether software or mechanical. Through the SDLC and product development phases, our team comes up with products you need to face everyday challenges. Designed and managed the software development cycle for a mobile application for CPG industry.

Lead cross functional collaboration efforts with colleagues who have diverse thoughts and opinions, in a fast-paced, high energy environment.

Provide analysis (Commercial Evaluations, Spend Analysis, Market Analysis, Commodity Analysis, Forecasts, Contracts, etc.) to assist Partners with Strategic decision making.

Analyze and own data from which to build, execute and support vendor management and associated projects.

Hewlett Packard, Atlanta Ga 2004 – 2012

Account Tech Manager - Professional Services

Account Lead/ Solution Architect

As the technical lead/Mgr. on a large global electronic manufacturing outsourced engagement; a $50 mil/5 yr. program consisting onshore and offshore resources for HPUX/SuSE Linux system administration including OS, storage and backups, SAP Basis level-3 consulting, Oracle database support, eCommerce, network and asset management and hot-site disaster recovery environment.

MANAGEMENT

•Track and report weekly on project/program health including percent complete, budget burn, earned value, slippage, project effort and duration to complete and other key project metrics.

•Keep an accurate risk tracking document with an associated mitigation plans. resource management

•Determine project roles of team members based on project requirements, timeframes and budget.

•Create, maintain and communicate sprint team make up and associated changes.

•Work with external contractors in addition to internal resources.

•Define skill sets (competencies) required for the project based on project specifications and requirements.

•Determine resource requirements (including staffing, software, hardware, and facilities) of projects, based on project specifications.

•Facilitate resourcing conversations between functional managers in Product Management, Development, QA and other impacted departments.

Project accounting

•Understands basic revenue models and cost-to-completion projections and makes decisions accordingly.

•Accurately forecasts and analyzes revenue, profitability, margins, and utilization.

•Tracks and reports team hours and expenses.

•Manages project budget

•Reconciles and approves offshore hours reports and associated invoices.

•Collaborates with Finance and Product Management to ensure appropriate capitalization of new product development costs.

Project planning

•Facilitate creation of the product roadmap (owned by Product Management) and the associated change control process.

•Submit all required paperwork to corporate at the initiation and completion of a project.

•Facilitate impact analysis and explain implications of changes to project scope and/or objectives to stakeholders and the project team.

•Lead the team to prioritize the product roadmap work based on analysis of strategic importance, tasks outstanding, obstacles or barriers, budgets, resources and deadlines.

•Create, or participate in the creation of, project documentation.

•Manage stakeholders and team members to design a solution and establish associated project timelines and budgets that allow for the delivery of the most strategic functionality within the project constraints.

•Establish and maintain a usable and well-communicated schedule for all phases of a project.

•Work with the team and stakeholders to ensure changes are understood and approved.

Project control

•Manage scope creep through the change control process, phased delivery or other methods to ensure projects deliver on timeline, scope, budget and strategy expectations.

•Evaluate all key project deliverables, as well as final product to ensure traceability of requirements, high quality and client acceptance.

•Ensure project meets internal and client expectations with respect to quality, budget, delivery timelines, and strategy.

•Identify, track, manage and mitigate risks. Escalate these issues when necessary to ensure minimal impact to quality, budget, and timeline.

•Where project control is in jeopardy, create contingency plans with appropriate input from key team members) and implement a revised project schedule, scope or budget in a timely manner.

•Ensure group security controls are adhered to as part of the software development life cycle (ECCN, etc).

Project communication

•Work with Product Management to ensure sales, marketing, service and support achieve an understanding of expectations, deliverables, dependencies, risks, progress and the development process.

•If needed, create customized reporting for the stakeholders or team.

•Use sound judgment in all project communication and ensure that key stakeholders including the team and management are apprised of project activities in a timely manner.

•Communicate progress, risks, expectations, timelines, milestones and other key project metrics to stakeholders and team members.

Software Development Life Cycle / Process

• Define and help enforce standard/centralized processes and best practices at the sprint team and organizational level across Product Management, Development, QA and other necessary departments.

•Regularly look to improve the SDLC. Update centralized SDLC documentation as appropriate.

•Coach the teams and stakeholders on agile methodologies

•Maintain program and project management templates used across projects.

TECHNICAL

•Architectural experience in enterprise consumer technology solutions.

•3 years of technical experience with web and mobile development practices.

•Identify, track and handle problem escalations and resolutions for hardware, firmware, OS, DB and Application.

•Develop and deploy technical solutions that have resulted in significant new revenue this year.

•Led the upgrade of several ERP systems from 4.6B (12Tb DB) to ECC 5.0 (ERP 2004) version.

•Architect & implement upgrade process with minimal downtime.

•Experience working in a well-functioning strategy and delivery environment and a demonstrated track record of establishing both strategic and routine standards for mobile and web architects and developers.

•Upgraded over a dozen systems running on heterogeneous platforms (Tru64, Linux 32 & 64 bits, HPux, AIX).

•Coordinate monthly maintenance tasks for Development, Staging and Production environments with customer and technical staff.

•Architect and provision Servers and SAN storage for SAP, E-commerce and Global services environments.

•Experience coordinating teams of talented individuals and providing the coaching and guidance needed to enable them to be successful in their roles.

•Maintain and exceeded SLAs of 99.80% uptime.

•Wrote C-shell and Borne Shell scripts to support SAP and Global services environments.

•Manage and participate in up to 10 Datacenter consolidations and migrations projects.

•Manage several platform migrations (OS, Oracle, SAP, etc.)

•Experience with e-commerce, campaign-management, social media, ad platforms, loyalty, content management, and digital asset management.

•Manage the implementation of DNS/NIS in the customer’s SAP environment enabling Single Sign-on capabilities.

•Provide technical inputs of LAN/WAN network load balance on F5.

•Interface with SAP’s upgrade services division and third party vendors on various SAP upgrade projects.

•Self-motivated and self-managed: able to think independently, get feedback and move forward while still keeping everyone in the loop.

•Outstanding communication skills with all levels of an organization.

Compaq Computer Corp, Atlanta Ga 2002 – 2004

Certified SAP Basis and Unix Consultant

HP managed over 30 ERP and related servers for a large electronic manufacturer. As the Account Tech leader, architected, installed, upgraded, and maintained systems. The complex system landscape included ECC 5.0, R3/ 4.6B, BW 3.0, Enterprise Portal 6.0, xRPM, MIC 2.0 and other applications for several business units across the globe. Most systems run on HP Tru64 & Linux OS with Oracle and were supported 24x7 from HP’s Alpharetta data center with disaster recovery systems located in Colorado.

•Perform SAP daily transports and quarterly SAP Kernel upgrades.

•Conduct Bi-annual SAP support PAK upgrades.

•Perform Unix/Linux administration and quarterly Unix/Linux patching/upgrades

•Develop and deliver quarterly SAN storage provisioning and SLA usage reporting.

•Wrote C-shell and Borne Shell scripts to support SAP and Global services environments.

•Research and document details of issues/problems to write CAR (Corrective Action reports)

•Perform Annual Environment audits, which included SAP, Oracle and Unix.

•Conduct Customer’s Corporate annual DR (Disaster Recovery) tests.

Digital Equipment Corp, Atlanta Ga 1998 – 2002

Sr. Unix Consultant

Brought back to Digital Equipment Corporation (DEC) to project plan, setup and managed Tru64 systems, a new Global account in 1998. Supported Tru64 version 4.6 - and 5.1b, specializing in Tru-Clusters, LVM, and ADvFS (journaling filesystem). Maintained user accounts, printers and backups using EMC Legato.

•Debugged and resolved Kernel /Command problem.

•Supported Unix networking (TCP/IP, NIS/BIND/YP/DNS, DECnet).

•Wrote C and Shell script programming for Multi-vendor support.

•Worked on X11 support and Project management team.

•As SME, worked extensively with AdvFS (advance filesystem), LSM (logical storage manager), LVM, ASE (Available Server Environment) and HSM (Hierarchical Storage Manager) on daily basis.

•Spent one month with ASE engineering, debugging the ASE product.

•Delivered AdvFS and LSM seminars to team members and customers.

PREVIOUS PROFESSIONAL EXPERIENCE

General Electric (GE), Atlanta Ga

Sr. System Support Specialist

Digital Equipment Corp., Boston Ma

Manufacturing/Sr. Manufacturing Engineer

TECHNICAL SUMMARY

HARDWARE HP RX8600, RX7600, EVA/3PAR (SAN, NAS, Fibre-Channel, Object Storage), VPARs, LPARs, F5 (Load balances), Cisco SAN Switches, Riverbed

SOFTWARE Networker Legato 7.x, HP Data protector 6.x, HP Storage Essentials 9.x, PowerPoint, Microsoft Project, HP BSM, HP Asset Manager, Microsoft Windows, HP Openview, HP DataProtector, EMC Legato, Microsoft Word, Visio, Excel, Outlook, BMCPatrol, CA Unicenter, SharePoint, Remedy

OPERATING SYSTEMS HPux 11.31, Linux RedHat - SuSe 9/10/11, VMware, Windows 7, SunOS/Solaris, AIX, Tru64 4.x/5.x

LANGUAGES C, C-shell, Borne shell, Perl

PROTOCALS DNS, TCP/IP, SFTP, LDAP, SSH, AD, Java, Apache

CERTIFICATIONS SAP R/3 3.x & 4.x Technical Consulting – (Unix/Oracle 8i/9i/10g/11g)

AWARDS: HP’s MVP, HP Visionary and several Outstanding Accomplishment Awards.

EDUCATION

MBA, New Hampshire College (completed 1/3 of course work) Nashua, NH

BSME, Northeastern University Boston, MA

PROFESSIONAL CERTIFICATIONS

SAP R/3 3.x & 4.x Technical Consulting – Certification (Unix/Oracle)

AFFILIATIONS

Issued 2 Design Patents from the U.S. Patent and Trade Office, 3rd patent pending.

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