Project Management Application Support

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ERIC KING

P.O. Box *** - Allen, Texas ***** - ****@*******.*** - 214-***-****

Senior Analyst with over 25+ years of experience in account/project management, application support, architecture, design, customer experience management (CXM). Organizational Change Management (OCM) Cybersecurity and environmental policy trained. Skilled in managing compliance programs. Consistently recognized for various technical troubleshooting skills in resolving challenging issues. SUMMARY OF TECHNICAL SKILLS AND CERTIFICATIONS

Skill Set: Process Relational Database Management, Data Analysis, Distributed Application Support, SQL, Logstash, Batch Processing, Adobe/InDesign, AWS, TCP/IP protocol, NetSuite ERP, Jira, DevOps, XML, Salesforce CRM, SCCM, SDLC, Project Management, Quadient inspire, Java, APIs, Data Workflows, PowerBI, Enterprise software architecture, ITSM,SharePoint, Strong analytical and problem-solving skills Security Tools: Splunk, ArcSight, RSA Archer, QRadar, Nessus, Qualys, OpenVAS, Nmap, Wireshark, Firewalls, IDS/IPS

Incident Management: ServiceNow, Jira Frameworks

Compliance Standards: NIST, ISO/IEC 24029, ISO 27001, GDPR, HIPAA, SOX, FedRAMP, HITRUST, SOC I, TPRM Certifications: CCNA, Ericsson DataCom, Juniper Networks, Microsoft MSCE, Six Sigma Trained EDUCATION

Bachelor of Computer Science Studies, University of Houston PROFESSIONAL EXPERIENCE

Cloud Strategy & Dynamics Inc, Frisco, Texas

Senior Technical Account Manager – present

Own the technical relationship with assigned enterprise accounts post-sales, serving as the primary point of contact for technical implementation, integration, and optimization Develop/execute technical account plans that align solutions with customers' business objectives and technical environment. Refine SOPs

Lead client onboarding, solution design, infrastructure, implementation, and integration projects, collaborating with customers' technical teams and internal engineering resources and training programs. Review/redefine SOPs for improvements in the SDLC process for incident response. Proactively identify and resolve technical challenges before they impact customer Conduct review sessions and health checks to ensure optimal platform utilization Monitor customer technical metrics and usage patterns to identify opportunities for expanded adoption Partner with Product and Engineering teams to advocate for customer needs and provide market feedback Document best practices and contribute to internal knowledge base Guide customers through platform updates, new feature releases, and technical changes Globe Life Insurance, McKinney, Texas

Application Lead Support/Business Analyst 7/15 – 04/24 Supported and created new and existing workflows using the following modules: Data Inputs, Layouts, Data Mergers, Data Filters, Data Sorters, Data Transformers and Imposition Modules, ICM and Automation to create seamless automated workflows

Developed business processes improvement and IT governance Defined and validated data by working with the stakeholders to ensure data quality Used Jira integration/planning to collaborate with stakeholders and develop comprehensive IT plans and roadmaps. Collaborated with stakeholders and developed comprehensive IT plans and roadmaps. Authored business requirements document for proprietary software application; led requirements sessions/analysis, solution assessment validation, use cases and interface functionality Participated in meetings with stakeholders to understand desired output and to gather requirements to create and/or redesigned documents based off marketing and business needs through agile methods. Managed application roadmaps to deliver value. This included middleware technologies, identification analysis, test strategy, test case creation, design and automated testing in a development environment per the SDLC. Provided distributed application support for this application, reducing incident resolution time by 30%. Handled User administration and folder structure in ICM for efficiency. Also, took a Lead Role in coordinating master templates and the use of Gateways.

Experience with tables, repeating arrays, variable flows, data transformers using groovy scripting, Used data sources including for the formats such as: xml, odbc, csv, pdf’s and designs from InDesign or Exstream Led UAT efforts for testing and getting necessary approvals prior to moving to Production Environment. Trained super users on Inspire Designer in practical use of creating workflows, understanding the application so they could easily create/design their own forms.

Most recent project involved in migrating on-premise application, services, databases, and systems to AWS Cloud Constantly searching for opportunities to improve processes. Venture Research Inc, Plano, Texas

Lead Technical Support Engineer/Account Manager 11/09 – 6/15 Gathered requirements from clients, documented and translated into technical specifications for software development projects. Supported this distributed application both client and server installs from various locations. Act as liaison between technical teams and end users (training) Analysis, test strategy, test case creation, tracking and reporting. Led the deployment of a comprehensive monitoring solution, resulting in a 20% reduction in system downtime. Managed NetSuite ERP in house system for a host of clients for Supply/Chain Provides 3rd level support of VB/SQL/Oracle applications for IPM project Work assigned issue tickets in a timely manner to meet SLAs Act as technical resource for rollout teams as well as assist in the preparation of rollout projects. Support end to end solutions in applications requiring RFID (Radio Frequency Identification) implementations. Reliable Reports Inc

IT Business Analyst/Network Support Manager 04/09 – 8/09 Managed the IT/Business Analyst/HelpDesk in regards to planning, maintaining and monitoring company’s IT infrastructure, including end-user devices, servers, local and wide network, storage, e-mail, and telecommunications/voice services.

Ensured quality of IT Server Infrastructure services on a 24x7 mode, being responsible for operations and end-to- end application and services delivery to end-users. Gathered requirements, documented, translated into technical specifications Performed User Acceptance Testing Maintained awareness of IT infrastructure trends, technology, and regulations that could impact company. Handled purchases for buying or approving the acquisition of goods and services needed by the company. Assisted clients thru integration to support the inspection and services process ARGO Data

Contract Technical Account Manager/Application Support (TSE) 08/07 – 10/08 Worked with ARGO customers and internal ARGO implementation teams with various technical issues, on both an ongoing support basis as well as a project delivery basis. Worked closely with ARGO Project Managers, providing technical consultation in support of client implementations. Provided hardware/software architecture recommendations to customers Provided hardware/software and network support to internal users and customers Participated in architecture presentations and discussions with customers Provided remote assistance to customers when performing ARGO version upgrades or other environmental changes

Installed, configured and implemented new features of ARGO’s software as they become available. References Available Upon Request

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