Management Technical Support

John R. Wise

Wake Forest, NC - 919-***-**** - *.*********@*****.***

Qualifications Summary

Solution and customer-focused Dev-Ops / Software Configuration Management professional offering proven strengths in configuration management administration, software build and testing automation, Change Management, Release Management and staff training and mentoring. Track record of delivering high-level technical support to cross-functional software engineering Teams by driving application performance, product quality, and business productivity by optimizing, standardizing, and automating software build and configuration management processes. Readily learn and apply new technologies to adapt to changing business priorities and deliver competitive customer solutions.

Configuration Management Certification

Staff Training & Technical Support

Software Build Automation

Change Management

Release Management / Defect Tracking

Technical Troubleshooting / Root Cause Analysis

Process Improvement & Automation

Version Control / Source Code Management

SDLC - Software Development Lifecycle

Global Team Leadership / Facilitation

Customer, Employee & Team Collaboration

CMMI Level III

CMS Certification

ITIL Principles

Technical Skills

VM-Ware Systems / Windows, 2008 Server, 2003 Server, UNIX(AIX), JBoss, Apache

Service Now / Problem, Incident and Change Management

Version Control – Subversion (SVN), Tortoise-SVN, PVCS, Visual Source Safe,

Application Life Cycle Management / Issue Management Tool – Proprietary, Trac, Silk, Sales Force

Continuous Integration / Deployment Tool – Hudson

Script languages – Batch/Dos, Unix Shell, Powershell, Perl, VBS

Professional Experience

CSRA(Former CSC); Information Technology and Services industry – Raleigh, NC

(NC-MMIS / NC Tracks program)

Configuration Management Sr Professional (March 2009 – Present)

Dev-Ops / Configuration Management Change Management Release Management ITIL Principles

Configuration Management:

In my position as a Configuration Manager I setup and managed the the Version Control System (Subversion) for Source Code Control, Branch management and Source Code Escrow. I use Tortoise SVN to interact with Subversion where as Java developers used Eclipse. I work with the Development Teams to establish the Ant Build Scripts used to build the Java Executable .war or .ear files and Visual Studio used to build the Installable .Net Applications from Tagged Source Code in Subversion. I also work with the Development Teams to determine and map out the deployment processes using Enterprise Jboss Services for Java and IIS Services for .Net . I document and implement the deployment processes for Java, .Net, SAS and other Application code in to the various environments manually and then work with Programmers / Script Writers to Automate the build and deployment processes. We use Hudson for the Java Builds and Deployments (CI) and Power Shell Scripts for the deployment of the .Net, SAS and other Application code in to the Test and Production Environments using VM Ware Windows Server Environments and Unix Server Environments. I oversee all of the development, testing and implementation of the automation. I can interpret scripts in various languages and make moderate modifications. I have the aptitude and feel can learn whatever is needed to do the tasks.

Release / Issue Management:

Silk and Trac used for the Issue / Defect tracking tools. I use an Application written in SharePoint for tracking the approvals of Silk and Trac Issues / Defects. I run the CCRB meetings to get approvals from the Developers and Test leads for changes made and built in to the Applications. I schedule the specific builds to be deployed in to the various environments; Dev, Test and Production.

Change Management:

I work as the point person to enter and get approvals for all Change Requests for Network, System and Application Changes. I work with Solution Architects to define the requirements to Network or System or Application changes. I also work with the Application teams to define the changes / updates to all Applications. I submitted all Change Requests to Service Now which was the tool used for Problems, Incidents and Change. I attended the CAB meetings and spoke to the Changes and any risk involved to get approvals. I do all the follow-up to ensure the work was completed successfully and without incident and closed the requests. I'm the main contact for any Problems or Incidents that sre reported to the Command Center for Network, System or Application issues and reach out to the appropriate personal to address and resolve them. I in turn document the resolution or suggested resolution in Service Now and closed or reassign the reported problem or incident. If needed I work with the appropriate people to do a RCA (Root Cause Analyst) to ensure there was a solution in place and any future problems or incidents would not re-occur. I work with various teams to educate / train them on new automation or processes. I also work with the Disaster Recovery team to define the needs for the recovery of Networks, Systems, Applications and Source Code Repositories for Application Development.

I contribute to the proof of establishment and adherence of processes to achieve CMMI Level III

I contribute to process of obtaining and maintaining CMS Certification

Misys Healthcare Systems Corporations; Computer Software industry – Raleigh, NC

Configuration Management Engineer (February 2001 – October 2008)

Ensured the delivery and deployment of reliable products to Development, QA and customers through process standardization, version control, and audits governing the coordination, tracking, planning, scheduling, and building of all software components for 3 industry-leading practice management system applications / products.

Primary Contributor to the implementation of standardized version control environments for all product artifacts and source code which allowed for multi-tier development (hot fix releases, service pack releases, and future development of base releases).

Streamlined software configuration management processes by creating detailed documentation and developing automated scripts to ensure consistency and allow for better control and adoption.

Viewed as a “Go-To” technical resource on configuration management by peers and delivered formal training on configuration management issues to other CM engineers and the organization.

Participated in design and development of software scripts to automate build activities, ensuring consistent processes, reducing errors, and enabling builds to be scheduled to run automatically with no human intervention (eliminating 2 to 4 labor hours per day).

Primary resource to all CM, development, and QC resources for solving technical configuration management issues with version control, build / compile errors, and third-party application compatibility.

Misys Healthcare Systems Corporations; Computer Software industry – Raleigh, NC

Software Analyst (May 1994 to February 2001)

Managed the development and execution of the electronic claim transmission application beta testing program.

Interfaced with Insurance Carriers to establish testing procedures to perform analysis, scope, and timelines

Identified and secured the participation of new beta site candidates.

Partnered with sales reps and field engineers to expedite the purchase and installation of software and hardware at beta sites.

Established hand-off procedures of newly approved formats to customer support organization for general availability to customers.

Interfaced with BCBS, Medicare, Medicaid, and commercial Insurance Carrier representatives to gather Requirements and Specifications for internal software engineers to ensure compliance and payment of patient Insurance claims

Medic ComputerSystems Corporations; Computer Software industry – Raleigh, NC

Customer Support Analyst (July 1991 to May 1994)

Managed and monitored the call queue for requests by clients needing assistance with the building of or the transmission of claim files to Insurance carriers.

Resolving client support issues from case logging through escalation or resolution. Document customer problems and steps to achieve resolution.

Recognized for capacity to quickly learn, apply, and deliver customer / peer support for new technologies.

Provided feedback to Management and Co-workers on processes to establish guidelines on how to present information to customers.

Delivered efficient, high-quality service while working with customer support representatives, field support personnel, clients, and insurance carriers to resolve outstanding client issues.

Education & Training

Associate in Applied Science in Business Computer Programming (1991)

Wake Technical Community College – Raleigh, NC

Intro to Perl

East Carolina University – Greenville, NC – (Online Course)

CMMI Training

Lean Six Sigma principles

Certifications

International Configuration Management – Configuration Management Training Foundation (CMTF)

International Software Configuration Management – Configuration Management Training Foundation (CMTF)

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