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Customer Service Product Development

Dallas, Texas, United States
January 03, 2017

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214-***-**** (cell)


Results-oriented IT executive with broad functional expertise in software/application development, quality engineering, customer services, professional services, and operations. Extensive experience in cloud, consumer payment, and electronic commerce technologies in cloud services (IaaS), financial services, and healthcare sectors. Proven ability to build and grow highly productive teams, to quickly discern customer and business requirements, and to develop creative, effective solutions and strategies to meet financial and operational objectives. Specific areas of expertise and core competencies include:

Program/Project Management

Agile Methodologies

M&A Systems Integration

Strategic Planning

Offshore Integration

Budgeting/Cost Management

Build/Buy/Open Source Analysis

Custom Software Development

Business Process Management


SoftLayer Technologies – an IBM Company, Dallas, Texas (formerly The Planet) 2007 – Present

Vice President, Software Development, April 2014 to Present

Responsible for all aspects of software development for this Infrastructure as a Service (cloud services) provider. Functional responsibilities include new product development, a web-based customer portal, mobile applications, automated ordering and provisioning systems, billing and invoicing, and operations support systems. Lead a 230-person team (9 direct reports) of directors, managers, project managers, software engineers, and quality engineers with an expense budget of $23M.

Organized team along product verticals and aligned with product management to drive enhanced customer focus and experience.

Implemented Agile methodologies to empower teams and increase speed to market.

Effectively navigated audit and compliance initiatives to achieve both internal and external certifications.

Effectively grew team from 100 to 230 in 18 months.

Vice President, Systems Integration, March 2012 to April 2014

Director, Systems Integration, November 2010 to March 2012

Led development support and quality engineering organizations. Provided program management support for systems and software integration during merger of SoftLayer and The Planet. Managed integration projects with customers and business partners, including introduction of a white label portal.

Built DevOps organization from scratch to provide level 3 operations support and continuous integration allowing software engineers to focus on development projects.

Integrated offshore quality assurance resources to expand capacity and allow full time resources to focus on higher value work.

Created project management team to drive rational prioritization of work, to facilitate inter-departmental communication, and to simplify roadmap management and reporting.

Acted as Development team lead for due diligence and integration after IBM acquisition of SoftLayer.

Director, Software Development, March 2007 to November 2010

Managed software development and support team with primary responsibility for new product development and automated provisioning systems. Led a team of managers and software engineers responsible for new products, feature/function enhancements, weekly application releases, and production application support.

Introduced Scrum methodologies to break down organizational barriers that had been created by gating all development work through a PMO.

Conducted strategic evaluation for purchase and implementation of ERP system to replace custom developed systems.

Grew team from 12 to 40 during my tenure.

ACI Worldwide, Plano, Texas (formerly S2 Systems) 1997 – 2007

Senior Manager, Development, March 2006 to March 2007

Director, Engineering, June 2000 to January 2002 and February 2003 to August 2005

Responsible for all aspects of product development for OpeN/2™ (S2’s flagship payment transaction processing software). Managed a team of technical and functional resources in the development of this open systems software solution – responsible for semi-annual product releases, feature/function enhancements, and new application development. Functional responsibilities included product management, project management, resource allocation, requirements definition, business analysis, quality assurance, and software distribution. Managed an expense budget of $2.1M. Also played a role in pre-sales technical support, proposal development and review, and architectural review of professional services implementation projects.

Streamlined development process by implementing components of the Rational Unified Process, including use case analysis and iterative development.

Improved focus on software quality through effective code reviews and a refined approach to unit testing.

Established efficient communication channels to keep varied constituencies abreast of status, priorities, and escalation points.

Director, Product Support, August 2005 to March 2006

Transitional role following the ACI acquisition of S2 to facilitate integration and ensure customer service and satisfaction levels. Had direct responsibility for worldwide customer support function and legacy products and dotted-line relationship with new product development. Led and/or participated in numerous workgroups and teams focused on corporate and product integration including customer support, product planning, internal tools and applications, communication, staffing, and hardware consolidation.

Directed on time migration to corporate standard call tracking and customer self-service applications. Received President’s Award in recognition of personal leadership efforts.

Customer survey results 8 months post-acquisition indicated that two-thirds of customers considered themselves favorable references with largely positive comments on the support transition specifically.

Developed product integration plans for convergence of ACI and S2 payment engine products aimed at reducing internal maintenance costs and easing future customer migrations.

Director, Customer Services, January 2002 to February 2003

Global responsibility for customer services function. Role included responsibility for 24x7 customer support, product documentation and training, and software distribution. Also, oversaw professional services for legacy product solutions in the Americas region (annual revenue = $1.25M). Managed a worldwide team including managers, software developers/consultants, customer service representatives, and other technical resources.

Maintained customer maintenance revenue levels ($12M) for legacy products despite shifting corporate focus on new product development.

Oversaw implementation of and conversion to new customer call tracking application providing better insight into support case loads and improved management reporting.

Managed relocation of customer support function/personnel from Atlanta to Dallas.

Manager, Sustaining Engineering, June 1997 to June 2000

Overall management responsibility for company’s legacy software products (ON/2™ and Network Express™). Group provided feature/function enhancements, software maintenance, and level 3 customer support. Coordinated software release cycles and managed development projects. Group consisted of 12 software developers.

Built group (personnel and processes) from the ground up.

Led Y2K conversion projects and directed worldwide customer support efforts through the Y2K changeover.

National Data Corporation, Norcross, Georgia (now ProxyMed) 1994 - 1997

Director, Product Development, October 1996 to June 1997

Manager, Product Development, October 1995 to October 1996

Senior System Architect, December 1994 to October 1995

Senior Software Engineer, March 1994 to December 1994

Scientific Games, Inc., Alpharetta, Georgia 1991 - 1994

Senior Systems Analyst, May 1993 to March 1994

Software Engineer, August 1991 to May 1993

Andersen Consulting, Atlanta, Georgia (now Accenture) 1988 - 1991

Senior Consultant, January 1990 to August 1991

Staff Consultant, January 1988 to January 1990


Operating Environments: Windows, Unix, Linux, Stratus/VOS

Programming Languages: Java, Python, PHP, C, C++, COBOL, PL/1, SQL

Databases: Oracle, MySQL, Hadoop

Web Technologies: Apache, ExtJS, Ember, web services (SOAP, REST)

Payment Technologies: ATM, POS, credit, debit, check, EMV, stored value, settlement/reconciliation, ISO 8583


Georgia Institute of Technology, B.S. in Management, December 1987

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