Senior Technical Customer Service
Resume:
John M Ruggieri
Overview
Hands on Senior Technical Director/Data Architect/Data design thought leader. He specializes in managing continuous improvement delivery projects in the TELCOM domain for customer service, sales, and customer facing enterprise applications. He has 20 years of experience in managing critical technical projects.
Employment
April 2022 – Current AT&T Inc. Atlanta, GA
DIRECTOR OF TECHNOLOGY
Target Architecture design leadership for SaaS platforms Salesforce / ServiceNow
Apply knowledge of existing systems and platforms to design present, interim, and future mode of operations based on the need of customer facing support teams and product and network operations.
Feb 2019 – April 2022 TAM / K2view Dawsonville, GA
Technical ACCOUNT DIRECTOR
Rollout K2View Fabric Implementations @ AT&T
Technical account managers assist AT&T with a product's technical aspects. Inform and train clients in the product's proper use to enhance the customer experience and improve satisfaction. Additionally, cooperate with the sales team to refine the sales process and ensure customer loyalty.
Oct 2018 – Feb 2019 Test Automation Architecture / AT&T Flex Force Alpharetta, GA
Principal-Test Automation Architecture
Rollout Test Automation
Develop and deploy TDD CI/CD best practices based on DSO and the new rolls of the future ‘Test Architect’ and ‘Automation Architect’
July 2016 – Oct 2018 Architecture / Chief Data Office Alpharetta, GA
Principal-System Engineer Enterprise Data Modeling and policy
Data360 / Data Supply Chain / Data inventory
Elastic Search CDP Microservices based google-style search implementation that uses machine learning.
Manage Data modeling and mapping and data policy Managing 15+ vendor resources. Handling overseeing Data modeling and mapping and data policy for 3 major programs on across many organizations.
Jan 2015 – July 2016 CSI / AT&T Services Inc. Alpharetta, GA
Lead Transformation Data Architect Service eXpress Platform GCP Enterprise
Manage Data transformation for 21 Applications for Enterprise Business Managing 150+ vendor resources. Handling over 33 million dollars in project deliverables toward transformation to target state.
July 2013 – Jan 2015 CSI / AT&T Services Inc. Alpharetta, GA
Senior Technical Director Service eXpress Platform GCP Enterprise
Manage 21 Applications for Enterprise Business Managing 150+ vendor resources as well as 8 management employee resources. Handling over 10 million dollars in project deliverables toward new business application functionality annually.
July 2006 – July 2013 AT&T Services Inc. Alpharetta, GA
Senior Technical Architect LTE / Session Based Pricing / Emerging devices
Tablet / Connected Car innovation Architect Worked alongside many of the world’s most important technology leaders to realized enabling their leading edge emerging wireless devices on AT&T’s LTE network. Projects with but not limited to the following partners:
Apple Inc.
Amazon.com
Sony
General Motors (OnStar)
Audi
Session Based Pricing Innovation worked as a part of the team to bring Session Based Pricing w/ over the air activation and near real-time metering to the US wireless market. Patents started but not considered unique worldwide.
Architected Network Edge real-time Metering/Charging for 4G LTE worked with the LTE 3GPP standard and Cisco, Openet, and F5 to deliver world class LTE capabilities. All delivered in call path real-time policy control Sy/Gy PCRF and PCEF on Diameter interfaces.
July 2002 – 2006 AT&T Mobility (Cingular Wireless) Alpharetta, GA
Senior Technical Manager /Strategy /Analytics /Automation
Business Objects Designer built and maintained over 25 universes for our two product enterprise Content/ Knowledge Management systems. Preformed all data modeling activities in Oracle 9i/10i on a UNIX environment including:
Scripting Data Migration
Building Views
Building Store procedures
Aggregating data in a data warehouse
Analytics/ Data Driven Reports
Build and maintain Business Objects web reporting environment on UNIX
Crystal Reports Create ad-hoc auditing and data investigation reports to support M&P, Product Management and KM authoring team
Strategist Provide technical strategy to guide KM Team though the evolution of Knowledge Management UI and Technical Design.
Automation Support the evolution of Knowledge Management though configuration and workflow automation
Mass Content Change Automation able to make find / replace style changes to every piece of content in the KM system
Terminated users Automation able to mass remove terminated users based on Peoplesoft data
Data Migration Automation able to add content to the knowledgebase from other content sources by reorganizing content to match our knowledge model and using the API to auto load to knowledge
Contributions Tool pulls contributions from the KM system automatically assigns the work and tracks it to completion.
Quality Audit Tool Enables KM Content managers to score knowledge authors on the quality of their work. Collects the data in to report cards and provides reports designed to drive better content quality
KM Team Inbox designed MS Exchange rules which automatically route incoming e-mails to the proper sub- teams automatically
Application Configuration
Creation of new knowledge domains to support additional business needs
Application of new audiences
Mining of additional document repositories for the content management piece of the application
Design and implementation of the XML Role Mapping file that allows users to seamlessly move between the different back ends databases behind the KM Application
October 2001 – July 2002 Cingular Wireless SE Region Atlanta, GA
Implementation Team Lead for Back Office Workflow/Trouble Ticketing System
Crystal Reports Created and Maintained a region wide web based reporting solutions still in service today
Business Analyst Acted as a liaison between the Business and the applications development team on the Back Office Workflow Project.
On Site Training and User feed back Training the new products in the field which included gathering user feedback.
Process Design & Integration Work with the engineering groups to define the processes for New Cell Site Deployment/Radio Add and get the process modeled in the Back Office Workflow Application.
SQL Plus SQL query, procedure, and function design
Toad Oracle data investigation and manipulation for our production data to automate mass changes
User Administration Managed team of Use Administrators and production support team
February 1999 – October 2001 Sunterra Resorts Orlando, FL
Oracle Forms Developer/Build Master
Oracle Developer 2000 Maintenance programming in forms and reports
PVCS Version control and release of new Oracle application versions
Test Director Defect Reporter tracking bugs in the production applications
Oracle Forms/Reports Designer ver. 4.5/6.0
SQL Plus SQL query, procedure, and function design
Toad Oracle data investigation and manipulation for our production applications
Remedy ARSystem Administrator
Administer and Maintain Remedy Oracle Windows NT System
Detailed Full Life Cycle Tracking Application Development (Visio Pro & Microsoft Project)
JAVA Web Application Development
Build Custom Reporting solutions in Crystal Reports and Access
Performance and Tuning Oracle Database/ Remedy System
Maintain and Troubleshoot Remedy System server and Services
Maintain and Develop major production applications
Remedy Helpdesk (Client and HTML Web Application)
Remedy Assets(Client and HTML Web Application)
Remedy Knowledgebase(Client and HTML Web Application)
Customer Relations CRM (Built from the ground up)
Electronic Access/Purchase Request Tracking System(Built from the ground up) (Client and HTML Web Application)
Customer Satisfaction Survey (built in Outlook and Remedy System)
Change Management System
Microsoft System Administrator
Exchange/NT 3.x 4.0 Account Operation/Administration and Trouble shooting
Client and Server Citrix WINframe/MetaFrame Support
Novell Administration and Account Operation (3.x/4.x)
Web Application Support
Oracle Application Support
Legacy Database Support
Maintained Server Backup Systems
Rebuilt Betreive Data in Production
Support Wan/LAN TCP/IP Network Including DHCP/WINS Services
Web Site Support for SUNTERRA.COM
Aug.1996 – Feb. 1999 Daytona Beach Community College Daytona Beach, FL
Campus Technology Coordinator
Provided Technical Support to over 180 Faculty/Staff and Student PCs
On-Site Hardware Repair
Tel-Com Maintenance and wiring CAT 5 Ethernet and CAT 3 digital phone systems.
Provide Daily LAN/WAN Troubleshooting and repair.
Managed four academic Computer Labs, including staff of eight and Budgets four supplies and wages
Novell Administration including Building of Compaq Prolinia NetWare 4.11 server and account operation for 200+ Node LAN/WAN environment
Project Management
Adjunct Faculty Member
Awarded a lifetime Instructional Certificate with a Rank of I (I= Bachelors or Equiv.)
Introduction to PCs Windows 95/98 OS including IE 4/5
Computer Software Applications A complete look Microsoft Office 97/2000
Education
University of Central Florida 1993 – 1996 (incomplete)
Computer Science \ Engineering, Visual BASIC Programming, C Programming, Unix, Logic, Statistics
Java Script Hands on Training
DHTML, CSS Style Sheets, Form Validation
Business Objects Traing
Infoview Web Reporting presentation
Webtelligence Web Report Authoring
Business Objects Report Authoring
Designer Universe Design
Broadcast Agent Report Scheduling Automation
Supervisor Roles, Rights, Groups, and User Administration
MCSE Track
Working on Windows NT Server and Workstation
Working on Networking Essentials
Remedy Training Courses Taken
Administrating Remedy AR System
Remedy System Performance and Tuning on Microsoft SQL Server 7, Oracle 8, Sun Solaris
Crystal Reports Design
Microsoft Access
Access VBA Programming
Reverences Upon Request
4/29/2023 version
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