Customer Service Project Manager

JAMES R. FRICKE April **, ****

PO Box ***

Lansing, KS 66043

913-***-**** (PCS)

913-***-**** (H)

Area of Application

IT Project Manager

Summary of Qualifications

* Strong skills in managing the development and implementation process of services involving departmental or cross-functional teams focused on the delivery of new or existing projects.

* Have successfully executed Plans and directed schedules and tracked budget/spending on million dollar projects that have always come in on time and budget. Experienced in monitoring projects from concept through delivery while ensuring that the interdepartmental activities are successful.

* Strong background in personnel management, training, education, resource planning, policy formation and administration, in addition to managing external customer relationships.

* Adept at organizing and presenting information in oral and written terms.

* Strong skills in problem identification and development of appropriate solution-orientated strategies. Extensive experience in Software Development Lifecycle from waterfall approach, rapid application development, Object-oriented analysis and agile.

* Twenty years of progressive experience in Information Technology and Business.

Civilian Education

Masters in Business Administration, Webster University, Kansas City Metropolitan Campus, MO

MA Degree, Computer Resources and Information Management, Webster University, Fort Leavenworth, KS Campus

MS Degree, Government, Campbell University, Buies Creek, NC

BA Degree, Political Science, San Jose State University, San Jose, CA

Experience

August 2022 _ June 6, 2023 (Senior Systems Reliability Engineer for T-Mobile, Digital Web Platfoem)

The System Reliability Engineer (SRE) improves and protects the software and systems behind all of T-Mobile's IT services, including management of scalability, availability, latency, performance, security, and capacity, and delivering of software faster, better, and cheaper. From designing & maintaining CICD Pipelines to building the next generation of T-Mobile applications on cloud native platforms, the SRE's enable great customer experience and product innovation by continuous improvement of operational support. Fluency in emerging DevOps-centric automation tools and technologies for CICD, configuration management, etc. for non-prod environments. Performs environment management, automated server provisioning (VMs). Delivers software to improve the availability, scalability, latency, and efficiency of T-Mobile’s services. Creates, manages, and uses dashboard for continuous monitoring and health check of applications, and the underlying infrastructure, improve the quality of services using the monitoring feedback for non-production environment. Contributes in future improvement of software delivery processes and operations, e.g., cloud enablement, use of microservices with containerization. Also responsible for other Duties/Projects as assigned by business management as needed.

August 2004 – August 2022 (Supervisor or Manager for WEBS for Production Support-Enterprise Services)

Manager of a 7X24 production support team that is responsible for 85 applications in production. The team supports production, Operational Readiness Testing, Disaster Recovery and some Breakfix environments for a series of portal applications using JBoss, WebLogic, WebSphere, Oracle eCommerce Business and networking to ensure all content and applications meet their needs and requirements. Working knowledge of the software development lifecycle both in agile and waterfall methodology. I am the manager for 60 people and I perform the typical manager functions of coaching, mentoring, forecasting, providing LOEs, budgeting, and managing the work flow for the team. The team consists of members who are either Level II, III or IV Technical Support Engineers that work in Texas, India, Brazil, Virginia and Kansas. I am currently a Mentor for the NOW Leadership Program.

August 2000 – Present Webster University (Adjunct Full Professor)

Teach Graduate level courses in the Information Technology Management curriculum at Fort Leavenworth, Kansas and Scott Air Force Base, Missouri. Teach the following courses: System Analysis Design and Implementation which covers the system development life cycle with emphasis on developing an understanding of the information system process. I also teach Information and Communications Systems and Networks which introduces students to the technical aspects of information and communications networks and technology. The course focuses on the interdependencies among information and communications technologies and architectures. Emphasis will be placed on the fundamentals of network. I am also the mentor/advisor for Final Project in Information Technology Management which is the capstone project designed to give students the opportunity to synthesize, integrate, and apply the technical and management knowledge and skills acquired in other courses in the information technology management curriculum.

March 2002 – August 2004 (Supervisor Enterprise Architecture/Strategic – Business Intelligence)

In this position I was responsible for managing support of small to large mid-range and mainframe applications, multiple hardware/software environments, and development of small projects. Managed relationships with clients, 3rd party vendors and internal suppliers. Was decisively involved in the budgeting and infrastructure process for the directorate and determining the 2003, 2004 and 2005 capacity, maintenance and COS requirements. Work closely with Sprint support elements to ensure availability of all environments and to eliminate potential problems. Supervise a diverse team that encompasses environment management, some Configuration Management, software builds, web development and 3rd party installations and support. Integrated Common-Off The Shelf (COTS) software packages into the environments with little modification. Directorate’s midrange Operational Architect which encompasses defining, recommending and acquiring software and hardware for all of Sprint Business Intelligence applications. Working toward refining the processes of the team to reach or emulate the capabilities of a level three organization as defined in the Capability Maturity Model by making all processes defined and repeatable. Experience with Teradata and Business Intelligence systems.

May 2000 – March 2002 Sprint ION (Team Lead/Configuration Management/Release /Customer Service Engineer)

I was responsible for managing multiple UNIX environments in Development, ITF and Production. My responsibilities also included configuration management for all software and hardware used within the organization. Supervised the construction of an automated build process that installed the code within two hours or less from request. Build and deploy both full code deployments and patches into up to 30 different regions on both HP and Sun servers utilizing OO/Java/WebLogic/Oracle in the project. Work closely with the third party vendor on the installation and operation of their product and coordinate any system upgrades before implementation. Was decisively involved the current ION 5.0 purchases for all three regions and effectively integrated the hardware purchases into the current environment with little disruption. Work closely with Sprint support elements to ensure availability of all environments and to eliminate potential problems. Supervise a diverse team that encompassed environment management, Configuration Management, software builds, web development and 3rd party installations and support. Have integrated Common-Off The Shelf (COTS) software packages into our current environments with little modification. Worked toward refining the processes of the team to reach or emulate the capabilities of a level three organization as defined in the Capability Maturity Model.

January - May 2000 Renaissance World Wide, Inc. (Configuration Management /Release/Customer Service Engineer)

Employed as a contract for hire Configuration Management/Release/Customer Service Engineer for Sprint who was responsible to manage the integrity of projects in the source code control system. I was responsible for all aspects of configuration management for both hardware, software and documentation. Also, was responsible for protecting the source trees and maintaining them. Controlled the build process to hand over of the build to the test or production environments. I am responsible for choosing the build environment and printing maintaining the appropriate build scripts for each environment. Along with being in charge of automatic periodic builds and working with developers to make sure that builds stay consistent, old builds recoverable (in case of problems), and plan for effectiveness of increasing projects. Negotiated among groups of developers common projects in the source tree and guard dependencies such that the shared code evolves safely. Ensured that developers do not violate the integrity of the build. I was responsible for making sure that the expected scope goes into a build (e.g., the entire server with release notes). Responsibilities as a member of the server and client teams was planning and implementing build environments (e.g. development, test, production) for software build process -- CM tool used: PVCS Version Manager and Tracker processes for documenting these environments. Coordinated software builds and migrations among project teams. Communicate plans, problems, and solutions concerning these build environments to project teams. Train team members and project developers in the management of these build environments. Also, responsible for the technical side of the release, configuration change engineering process, technical aspects of configuration images, release / patch installation testing, environment and configuration creation.

1993 – 2000 Government Contractor that supported Modeling and Simulations Applications and Artificial Intelligent applications. Worked in the following positions as a contractor: Developer, Tester, Configuration Manager, Program Manager, Project Manager and Operations Research and Systems Analyst.

1966 – 1993 Military Service. Served as both enlisted (U.S. Marine Corps) and officer (U.S. Army). Held positions of leadership as a Squad Leader, Platoon Sergeant, Platoon Leader, Company Executive Officer, Company Commander, Battalion Operations, and Battalion Executive Officer. Assigned as an Observer controller in the Army’s premier battle simulation program for Division and Corps. Military Education includes Armor Officer Basic, Airborne, Ranger, Special Forces Qualification Course, Infantry Officer Advance Course, Command and General Staff College and Military Strategy Course at Army War College.

Professional Writings

James R. Fricke, “The Future of Decision Support Systems: The Use of Artificial Intelligence In Data Mining and Data Warehousing” (Webster University) May 1999

Keith Nonaka, Kevin Carroll, Nancy Flarity, and James Fricke; “The Scientific Technical Report for KNOWBOTS” (Fort Leavenworth, KS: Battle Command Battle Lab), January 1998

James R. Fricke, "The Special Forces Q-Course", Special Warfare, Vol.3, No.1, (Washington, DC: Headquarters Department of the Army) pp.4-11.

Honors

Circle of Excellence Award Sprint 2007

Academic Honor Societies Phi Theta Kappa and Alpha Gamma Sigma

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