Customer Support Substitute Teacher

R obert E Thomas

** ***** ******, *******, **. **062 - 781-***-****, *************@*****.***

S U M MARY OF QUAL I F ICAT IONS

• Exceptional experience in Release Management, Quality Assurance, Systems Analysis,

and Software design, development, maintenance, and support following SDLC

• Consistent record of driving assigned tasks through successful completion - on time and

on budget in technical team leadership and individual contributor roles

• Collaborative and consultative; record of successfully working across organizations to

ensure project success

• Selling experience in technical staffing/placement and fi tness industries

• Cold calling, utilizing negotiating skills, business to business selling, providing demos

For software products.

• Client and customer support. Communication on all levels in the corporate arena

SU M MARY OF ACCOMP IS H M E N T

• Developed and supported systems in the Financial industry

• Resolved critical issues which impacted Company Revenue

• Established root causes to various critical incidents This would avoid future incidents

• Successfully addressed and provided the resource needed for resolution

R obert E Thomas

35 Beech Street, Norwood, Ma. 02062 - 781-***-****, *************@*****.***

P rofessional Experience

Substitute Teacher

Canton Public Schools, Canton, MA (2012-present)

Provide support and implementation of educational agenda for the middle and high

school levels

Sales and Account Management

USA Swim & Fi tness, Dedham, MA (2008-2012)

Sales Coordinator

Release Management Analyst

Putnam Investments (2005-2009)

• Managed the release process end-to-end, from the planning of release content

t hrough to actual release deployment to production.

• Maintained the change management process for documenting software releases.

• Worked with the end users, and internal cross teams to prioritize and scope

scheduled releases with completion dates for each phase. Monitored progress of

p hases by employing appropriate metrics and management reporting. Facilitated all

release meetings.

• Coordinated and participated in regular post-implementation reviews and presented

release metrics in order to assist with the evaluation of release quality.

• Supported the Configuration Management process to maintain current release

i nformation.

• Drove continuous improvement through t rend reporting analysis and metrics

management. Tracked and reports status and other metrics against goals on an

ongoing basis.

R obert E Thomas

35 Beech Street, Norwood, Ma. 02062 - 781-***-****, *************@*****.***

• Worked with other technical team members to manage and resolve all release

related issues using CA-Service Center.

R obert E Thomas

35 Beech Street, Norwood, Ma. 02062 - 781-***-****, *************@*****.***

P rogrammer/Systems Analyst

DST Output, Quincy, Ma. (1995-2005)

• Technical lead on all IB M mainframe business systems for mutual fund/transfer

agency and insurance client companies.

• Evaluated user requests for new and modified programs to determine feasibility, cost

and t ime required, compatibility with current systems.

• Led requirements gathering sessions with users to fully identify current operating

p rocedures and clarify program objectives. Formulated plans outlining steps

required to develop program, using SDLC best practices.

• Planned, designed, and developed all programs, applying deep knowledge of

p rogramming techniques and back office computer systems to accomplish user goals.

• Developed test plans to unit test; regression test and system test the application in

i ts environment.

• Developed UAT plans and test cases then coordinated the UAT process while

documenting and analyzing the results.

• Assisted users to solve operating problems. Provided 24X7 on-call support.

E DUCAT ION and ACCRED IDAT ION

• BS H istory and Political Science, University of Massachusetts

• Teaching certificate, level 7-12, Massachusetts (re-certification pending)

R obert E Thomas

35 Beech Street, Norwood, Ma. 02062 - 781-***-****, *************@*****.***

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