Business Applications Manager

Jeff Humphrey

***** **** **** **. *******, Texas

832-***-**** *************@*****.***

Senior IT Application Configuration / Product Manager - Enterprise Technology

Highly effective IT manager with proven success leading teams to meet business, profitability, and technical goals through the implementation of technology. Excellent as a consultative liaison between business and technical teams, capturing vision for future state and driving out appropriate priorities and action plans for execution. Competencies in Enterprise content Management, Document Imaging Consolidations, Enterprise Software Implementations, and Application Product Support

Areas of expertise include

Configuration and App Support Management

Release Management

Change Control/P2P for Compliance

Business Application Support Management

Microsoft Enterprise Platform Solutions

Oracle Financial Application Support

Incident Management, Change Management & Problem Management

Server Architecture Process Design (MS Visio)

ITIL Foundation Best Practices

MS Active Directory 2005-2012

MS SQL Server 2005-2012

MS Project S MS Server 2005 – 2012

MS Server 2013 / Microsoft Project Web

Vendor Management

Disaster Recovery Best Practices

Product Portfolio Management

Oracle Web Content Management / Document Management

.NET App Support Management

MS SharePoint 2013 ECM Solutions

Team Foundation Server – TFS

Server Architecture Process Design (MS Viso)

PROFESSIONAL EXPERIENCE

STEWART TITLE GUARANTY COMPANY, Houston, TX 10/2010 to 11/2015

Technical Product Manager, Application Strategy & Development

Hands-on technical manager with a budget of $2MM and a culturally diverse remote team of 8-10 resources (onshore & offshore) supervising the delivery and support of SharePoint 2013 & Oracle ECM Enterprise Content Management (ECM / Document Manangment (ECM) applications for the enterprise. In collaboration with executive leadership, devised appropriate strategies and priorities, scoped feature requirements and defined implementation phases to meet document mananagement requirements. Worked with business stakeholders from various operations within the Stewart Information Services organization to define department specific enterprise content management delivery plans for end to end solution fitting enterprise strategy and long term information management goals.

Managed a portfolio of enterprise applications (ECM and Oracle Document Management) through product lifecycle, including product roadmap, requirements gathering, coding/scripting, configuration, testing and deployment of ECM product enhancement and technical support. the implementation of new (.NET) systems and all related integrations

Provided consultation with IT teams on to support the company’s core suite of enterprise applications.

Effectively managed availability of core ECM Document Management & various .NET Web Based applications through performance monitoring and tuning.

Partnered with business customers to identify opportunities to improve operational and service related processes through leveraging information technology.

Defined and managed IT service levels through negotiated SLA’s, OLA’s with internal and external business clients and Infrastructure site leadership.

Developed and reviewed budgets and ensured compliance with stated goals, guidelines and objectives.

Managed internal and external application issues via an ITIL based incident management ticketing system.

Collaborated extensively with the business and IT stakeholders to provide short and long term product strategies and execution plans that enhanced the company’s productivity which in turn increased overall shareholder value.

Developed and maintained all current documentation as well as disaster recovery (DR) plans on the company’s core applications.

Collaborated with and gave technical direction to development teams on enhancement opportunities for the deployment processes by developing documentation and rollback scripts/procedures.

Compiled weekly and monthly problem reports/dashboards to identify trends and application inefficiencies.

Managed an initiative that consolidated 100+ locally installed applications into a centralized hosted data center providing access through web and Citrix sessions. This consolidation effort improved overall uptime by 95% as well as reduced licensing, support and maintenance fees by 50%.

Ensured that all audit controls met Sarbanes-Oxley compliance rules for each and every product release. (ECM / Oracle Document Management / .NET & based Enterprise Applications)

Utilized Microsoft TFS (Team Foundation Server) for managing backlog of user based product requests and control management of the code base.

STEWART TITLE GUARANTY COMPANY, Houston, TX 05/2006 to 10/2010

Manager of Configuration Application Support

Analyzed and resolved critical issues escalated by the application support engineers. Also provided feedback to subordinates and helped them understand potential problems with various applications and promoted shared support services to all regional and local offices.

Actively engaged Oracle Support to resolve Service Request (SR) issues after exhausting all troubleshooting efforts from an internal support perspective.

Developed managed standard operating procedures for my release support engineers.

Responsible and accountable for pre and post deployment functional and technical testing of all assigned business applications.

Resolved 3rd party vendor related issues through proactively determining the root-cause and collaborating with external vendors to deliver timely solutions for the business.

Served as a subject matter expert and provided support to the Project Manager Organization on enterprise-wide implementation initiatives.

Managed all 2nd level support application issues via an incident management ticketing system.

Effectively managed the day-to-day operations and performance of the company’s core business application stack.

Developed Custom SQL Queries for support of data extraction and analysis.

Managed and maintained various Web, SQL and Application servers for assigned business applications.

Managed a team of Application Support Engineers to deploy modifications, code enhancements, patches and technology updates into the Test, Pre-Prod and Production environments.

Provided maintenance support to several applications and web sites, including various duties such as source control management, change management and problem management.

Coordinated the implementation of new software and applications, ensuring their compliance with industry requirements and quality standards, as well as adhered to Sarbanes-Oxley (SOX) IT control objectives.

Provided Audit evidence of all major promote to production changes/updates on assigned applications to outside auditors (i.e. KPMG and Deloitte and Touché), in support of SOX compliant requirements.

Successfully managed migration of over 30 million document images from various legacy document management systems into a single enterprise solution – (Oracle ECM/WCM).

Ensured 24x7 IT support to all clients, performed root cause analysis and systematic troubleshooting.

Collaborated with the various infrastructure operational teams to resolve critical system-wide outages affecting the company’s core applications.

Managed the consolidation and decommissioning of over 150 legacy applications throughout the organization’s multiple business segments.

Created a central knowledge base repository for 1st and 2nd level technical support engineers.

Following the unexpected departure of key technical resources, asked to step in and triage several complex homegrown applications that serviced several customers. Established sustainable infrastructure, backup and recovery processes and change control processes per Company policies.

Manages delivery and SLAs by guiding incident resolution, problem management, maintenance, and enhancement tickets raised by the end users for assigned applications

STEWART TRANSACTION SOLUTIONS, Houston, TX 06/2005 to 05/2006

Sr. Application Support Engineer

Performed application migrations from a variety of stand-alone office sites into a corporate enterprise data center.

Provided 2nd level application support to various custom and 3rd party applications, (i.e. MS Office Suite, Legal Files, HFM, Halfile, EMC Documentum, Quickbooks, Ramquest, Dynamics CRM, Oracle WCM, Adobe Acrobat).

Responsible for performance monitoring on Web, SQL, Application servers.

Provided user account management via active directory and other various custom/3rd party account management systems.

Provided 2nd level support and troubleshooting for Internet Explorer, Microsoft Office, MS Windows Registry, Video and Print driver issues,

Served as SME for support on core business applications for the following departments – (HR, Procurement, Accounting, Legal, Policy Administration, Title Agency, Underwriter Agency).

Provided 2nd level support in reference to issues dealing with Terminal Services and Citrix environments (i.e. User Profiles, Account/Security Access, Performance Monitoring, Login Scripts).

Documented knowledgebase articles for the assigned and provided training for other team members.

Worked closely with our development team to deploy bug fixes and/or enhancements to resolve applications issues.

Coordinated system releases with development teams and application/business owners across the various enterprise environments – (i.e. Development, QA, Pre-Production and Production).

Worked with onshore and offshore developers to deploy code packages into QA, Pre-Prod and Production environments.

Participated in project meetings to determine and coordinate release schedules.

Coordinated with other teams to resolve issues with mission critical systems.

LANDATA, Houston, TX 10/2004 – 06/2005

Application Support Specialist

Provided various technical support services for the company’s software applications, including problem analysis and resolution.

Worked closely with the developers of the application teams to review impacts of changes on system-levels.

Supported effective and much-appreciated suggestions of enhancements for the system applications, as well as provided expert advice for proper operation.

Provided 24/7 technical support for applications to ensure optimal durability and reliability Investigated and resolved technical operational issues of the applications.

Maintained close collaboration with vendors to ensure timely SLA support.

Trained end-users through classroom-lead instruction and produced appropriate documentation.

Staff Management/Hewlett Packard, Houston, TX 04/2003 - 10/2004

Server Repair Technician – Manufacturing/New Production Systems

Provided oversight and assistance to all operations within the region in the implementation of Company technologies, new software functionality, and corporate usage standards.

Provided repair service and support for build-to-order production servers.

Provided reliability-testing to detect hardware and software related issues on pre-production servers.

PROFESSIONAL DEVELOPMENT

CHDP – (Certified Help-Desk Professional)

AAS

Leadership Training – Unique Training and Development

Training Needs Analysis – Langevin Learning Services

Security Code Training

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