Support Manager

Hands-on Technical Resource with Extensive Application Support Expertise

Web Development / Application Support / Database Development

Accomplished Senior Technology resource with years of experience supporting and developing solutions for high-volume transaction-based enterprise systems. A hands-on people and process manager with a combined 10 years of experience in the IT Support field, looking for a new opportunity in an Application Support Manager capacity.

Core Competencies:

●Enterprise Web Development

●Tier 1/Tier 2 Application/Systems Support

●Large Scale Deployments

●People Management

●PL/SQL Development

●Database Development

●Data Migrations

●Application Support

●E-Commerce Systems

●Hybris eCommerce Suite

PROFESSIONAL EXPERIENCE

Purchasing Power, LLC Atlanta, GA

Purchasing Power is a 14-year old local Atlanta company that provides an employee purchase program for computers, laptops, appliances and home electronics via payroll deduction. Their business model is supported by sales through the traditional employee benefit broker channel. Supporting technologies under my direct management include J2EE n-tiered web applications, Oracle e-Business Suite, and a variety of other peripheral technologies that support the end to end customer transaction, billing, and accounting and finance functions.

Application Support Manager/Lead Application Support Analyst (2014-September 2016)

Reporting to the Director of e-Commerce, oversee all application support activities related to the Hybris e-Commerce system that supports the company’s primary revenue generating activities.

Senior Application Support Analyst/Technical Lead (January 2009-September 2016)

Responsibilities:

●Manage a team of support resources in the delivery and support of all enterprise systems

●Lead support teams responsible for implementing significant system enhancements that leverage Oracle PL/SQL, Web Services, Java Architecture, Business Intelligence, and ETL using the appropriate software development methodologies (SCRUM, AGILE, Waterfall).

●Responsible for development of solutions and enhancements for legacy J2EE web system and the detailed data migration tasks necessary to evolve to new Hybris e-Commerce platform

●Serve as primary SME for large-scale projects, including participating in design discussions and architecting solutions for functionality requested by the business

●Managed the administration of the company’s Help Desk system, including the development of policies and procedures

●Promoted due to superior customer service skills and in-depth knowledge of Purchasing Power systems and business processes

Database Developer/Website Specialist (May 2005-December 2009)

Responsibilities:

●Wrote and maintained Oracle PL/SQL stored procedures, automated processes, etc., in support of the end-to-end customer buying process

●Created DBMS jobs within the database to populate reports as well as to monitor activity on the database

●Supported numerous home grown systems that supported the entire customer purchase process (web storefront, order processing, document management, and Oracle Financials interfaces)

●Assisted in the design and development of the company’s Order Processing engine, which resulted in increased revenues and an improved methodology for granting credit to Purchasing Power customers

●Participated in the upgrade of the company’s legacy systems from a flat JSP web site to a full n-tiered J2EE web platform

●Participate in code deployments – manage the migration of SQL stored procedures from staging environments to production, including performing post-production validation

●Develop JSP pages for legacy e-Commerce site; provide internal and external support as required

●Performed content management duties for the products and content on the e-Commerce website, including developing complex SQL to support product loads and updates

●Serve as a subject matter expert due to significant business experience within the company; translate specific business requirements into technical specifications and a delivered solution (often working directly with the Enterprise Architecture Team)

OTHER PROFESSIONAL EXPERIENCE

Key Financial Largo, FL

Network Administrator August 2002 to November 2004

EDUCATION

American InterContinental University Atlanta, GA

Associate's Degree, Business Administration

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