Manager Customer Service

Vance P. Rowden

Cell: 256-***-****

*****.******@*****.***

Experienced customer service oriented manager with excellent communication and leadership skills; a strategic thinker who can focus on managing critical path milestones and key success factors for several projects and business operations simultaneously.

PROFESSIONAL EXPERIENCE

Quantum Research International, Huntsville, AL. Dec 2015 – Nov 2016

Test Director

Direct the planning and development of test procedures & reports, and derive team objectives and activities required to meet overall software testing requirements. Developed the overarching Strategic Test Plan for a NATO Software Development project, to ensure test teams are coordinated and working in accordance with the Test Plan processes and procedures.

Performed ongoing analysis of software and system conformance required to support formal Test Readiness Reviews, and coordinated activities with IV&V resources to identify high-risk areas early and enhance insight into potential process and product risks.

Frequent OCONUS travel.

AJA Inc. Huntsville, AL Sep 2010 – Oct 2015

Incident Manager (billable contract position)

Coordinate daily Service Desk operations at the Network Enterprise Center – Redstone, Manage team of 18 Tier I and 49 Tier II Technicians providing IT support for the Army Organizations and Tenants residing on Redstone Arsenal.

Program Manager

Principal resource in support of ongoing programs and projects comprising the company’s overall portfolio.

Jacobs Technology Huntsville, AL. 2001 – Aug 2010

Project Manager

Sustainment Team Project Lead - Reorganized and managed a pool of 24 Sr. programmers to implement legacy system change requests as well as new software development requirements given highest priority by Army Logistics Support Activity leadership. Provided SDLC technical guidance, cross training and workload leveling as required to execute, monitor, control and complete projects according to work-plans and budgets.

Senior Project Lead for the Enterprise Data Management office (EDMO) - Planned, scheduled and directed workload for 18 Functional Business Analysts and Software Programmers –including requirements gathering, data quality assessment and data cleansing of Army Retail and Wholesale authoritative data sources being consolidated under the ‘Single Army Logistics Enterprise’ ERP initiative (LMP, AESIP(hub), GFEBS).

Provided project leadership for many different multi-tier, integrated software development projects spanning the breadth of major Army business areas: Army Assets, Authorizations, Maintenance & Readiness, Support Item Requirements - CIF/SLAM, UIT, MARC/BOIP/MISM, WSSM, MILSTEP, DES/REQVAL, AWRAP, APS, and ARSNT.

Recognized for judicious use of limited, Sr. Level technical resources, required to meet deliverables & deadlines with minimum or no variance margins.

Procured computer equipment, furniture and other building occupancy necessities required for moving two projects (EDMO and the Sustainment Team) to offsite facilities; solicited bids, oversaw contracted work of vendors, and coordinated all government inspections required for ‘Certificate of Occupancy’.

Real Time Software Systems Huntsville, AL 2000 - 2001

E-Commerce Consultant

Designed and developed commercial Intranet/Internet Web Applications using broad spectrum of cutting edge technologies (Java J2EE, XML, Web Services) and configuration of WebLogic Server (application hosting, load leveling & failover configuration).

SAIC Huntsville, AL 2000

Senior Analyst

Oracle developer on the COBRO/SAIC AMCOM Rotary Wing Aircraft Hot Line program. Converted a SAS datasets application to Oracle FORMS* client/server that accepts bar code reader data input to capture rotary aircraft maintenance operations and improve overall asset tracking & accountability.

Reviewed software requirements and design documentation required to develop and execute system level test cases and procedures as well.

Intergraph Federal Systems Huntsville, AL 1999 –2000

MIS Programmer/Analyst

Supported industry standard Software Lifecycle Development processes and design activities to successfully move Air Force Depot Maintenance Accounting and Production System (DMAPS) project through Phase I delivery (system design, coding, and QA acceptance).

Contributed to achievement of CMMI level III by using standard software development lifecycle processes including Joint Application Design, Configuration and Document Management, and iterative unit & system integration software testing best practices.

Circuit City Huntsville, AL. and Memphis, Tn. 1986- 1998

Operations Manager

Customer Service Manager

Warehouse Manager

Inventory Control Clerk

Education and Training

- (MS) Master of Science, Management Information Systems 2010

Florida Institute of Technology (FIT), Huntsville, AL

- (BS/BA) Bachelor of Science, Management Information Systems 1998

University of Alabama Huntsville (UAH), Huntsville AL

- Certifications and Training -

ITIL v.3 Foundations certification (09/18/2009),

** UAH Continuing Education Certifications - Earned Value Management (EVMS), PL/SQL development, Oracle Developer 2000, Advanced and Enterprise Java J2EE Programming, and Project Management Professional boot camp.

** SkillSoft Certifications - SharePoint 2007 Essentials, Configuring Microsoft Office SharePoint Server 2007(Content Management), SharePoint 2010 New Features for End Users.

** Company Provided Training - Mastering MS Project, Mastering MS Excel, SAP R/3, ERP, SCM, Oracle Enterprise Architect (UML modeling), Mentoring Key Personnel, Funding for Project Managers, Mgt. Leadership Strengths.

** Software Development / Project Management - MS Office suite (’03, ‘07, ‘10), ITSM Remedy- Enterprise Service Desk, incident and problem management, ERwin database modeling, VISIO process diagrams, Visual Source Safe, PVCS, CVS, JIRA, and Serena Configuration Management and problem reporting suites. Oracle Discoverer, WebLogic, and multiple Software Development IDEs.

** Security Clearance – Secret, and NATO Secret.

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