Senior Technical Operations Engineer

Raymond R. Donnelly

**** ****** ******** ******* ** NE, Unit CUnit 4123, Atlanta, GA 303096

Phone: 404-***-**** E-mail: ************@*****.***

TECHNICAL OPERATIONS

20+ years’ experience customizing, implementing and maintaining enterprise software

Highly motivated and results-oriented senior technical support analyst and engineer with extensive experience customizing hardware and software solutions, configuring and installing operating systems and identifying and resolve implementation and operations issues for internal and external stakeholders.

TECHNICAL QUALIFICATIONS

Operating Systems:

Windows Server 2003 - 2012, Windows XP, Windows 7, Windows 8.1, Windows NT 4.0/Server, Windows 9x, OS/2, DOS, Sun Solaris, general Unix

Applications:

MS Office Suite, InstallShield Professional, Microsoft Project, AutoCAD 2000, Microsoft Visio

Database Systems:

Microsoft SQL Server 2005 - 2012, Sybase Adaptive Server Enterprise (ASE), Oracle, Microsoft Access, Interbase, DB/2

Data Conversion Software Packages:

Microsoft Data Transformation Services (DTS), Microsoft SQL Server Integration Services (SSIS and DTSX)

Telephony Systems:

Northern Telecom Meridian MAX, Northern Telecom Symposium, Avaya, Aspect, I3

Customer Databases and Applications:

Avaya Call Management System (CMS) Versions 5+, Cisco ICM, Aspect, TCS, IEX, Blue Pumpkin, Northern Telecom Symposium

Languages:

SQL, Perl, Python

EMPLOYMENT HISTORY

June 2015 – Present

DataScan, Inc.

Alpharetta, GA

Technical Operations

DataScan specializes in wholesale financing and inventory risk management, providing multiple that solutions make it easy to manage the entire wholesale loan lifecycle.

Primary responsibilities:

Lead and manage Tier 2/Tier 3 support team, ensuring timely resolution of complex technical issues and maintaining high customer satisfaction.

Develop, test, and deploy custom reports for new client implementations and migration activities.

Troubleshoot client-reported reporting issues, apply fixes, and manage full deployment lifecycle for reporting updates.

Perform ongoing maintenance of scheduled report distributions, including recipient management and scheduling changes.

Optimize existing reports to improve performance and reduce system load, leveraging deep knowledge of data structures and reporting tools.

Drive client onboarding processes, including creating client environments in an internal Visual Studio solution and deploying configurations to our client Migration system.

Import, transform, and validate client-supplied data, ensuring consistency with production standards during migrations.

Execute final data migration processes, moving client data from the staging environment to production for Go Live readiness.

Manage Tier 2 support cases, including technical troubleshooting, root cause analysis, and resolution planning.

Develop and execute SQL scripts to correct data inconsistencies; coordinate with development teams on bug resolution and long-term fixes.

Prioritization of an internal triage process via a Jira board; conduct weekly reviews with Development Manager to prioritize and assign research tasks.

Serve as liaison between support and development teams, clearly communicating timelines and release dependencies to clients.

Monitor ongoing client data imports and exports, proactively resolving failures in dealer data imports and internal client extract processes.

July 2014 – PresentJune 2015

KnowlagentIntradiem, Inc.

Alpharetta, GA

Technical Operations

Knowlagent provides enterprise web-based learning management software to contact centers to optimize resources and provide contact center representatives with training modules at their desks.

Primary responsibilities:

Hotfix installations, monthly release updates, OS patching, and system maintenance.

Assist in the development, testing, and deployment of custom SQL scripts for migrating clients from legacy versions of software to current releases.

Assist in meeting and exceeding our teams overall objective of < 20 hours within the team queue through a Salesforce.com case management portal.

Maintain SLA objectives of < 5 days for P1 issues, < 10 days for P2 issues, and < 60 days for P3 issues through hotfix and maintenance release deployments.

Maintain, update and deploy hosted architecture and customer resources with Computer Associates’ NimSoft monitoring tool.

Deploy SQL scripts to monitor key metrics that determine overall system functionality and uptime per tenant. Deploy alarm notifications when out of compliance through the NimSoft tool.

Develop, test and deploy custom monitoring dashboards through the NimSoft tool to enable snapshot displays of system health by tenant and server across all software versions and server clusters.

March 2005 – July 2014

KnowlagentIntradiem, Inc.

Alpharetta, GA

Sr. Technical Support Analyst

Primary responsibilities:

Compile reports for management based on customer trouble incidents regarding all support activities and administer and support the HEAT ticketing system.

Provide primary contact support and manage weekly and monthly conference calls with customers to ensure high-level satisfaction and promote product loyalty.

Assist the project delivery teams in providing project implementation solutions to customers.

Design and Implement Microsoft Data Transformation Services (DTS) packages for data storage, retrieval and archival from disparate customer data systems.

May 2006 – February 2007

The Erosion Company, Inc.

Woodstock, GA

Director of Information Technology

The Erosion Company is the largest environmental control and monitoring contractor in the Southeast. They serve and support residential developers, commercial developers, government entities, pipeline contractors, road builders, and utility companies.

Primary responsibilities:

Compile reports and maintain the back-end infrastructure for all operations and accounting systems.

Maintain all server hardware and architecture, including website maintenance.

Maintain desktop, printer, employee time management systems and office connectivity appliances for all Atlanta office and operation locations.

Maintain corporate firewalls.

Dec 2003 – Dec 2004

Performix Technologies, Inc.

Woodstock, GA

Manager, Operations and Support

Founding member of Cliffstone Corporation, whose award-winning product, Prism, defined the performance management space in the call-center market. PRISM is used in the administration of large (100+ agent) contact centers, built on an N-Tier architecture utilizing TCP/IP, DCOM and Multicast network transport protocols.

Primary responsibilities:

Direct activities of employees engaged with customers.

Compile reports for management based on customer trouble incidents and all support activities.

Conduct weekly and monthly conference calls with customers to optimize satisfaction.

Coordinate weekly and monthly support team meetings.

Manage escalation issues from support team.

Provide professional services to key customers (American Express, SBC – Ameritech, ADP, The Hartford) by creating sophisticated management and reporting applications with Prism.

Design and implement Microsoft Data Transformation Services (DTS) packages for data storage, retrieval and archival from disparate customer data systems.

Oct 1997 – Dec 2003

Cliffstone Corporation

Woodstock, GA

Senior Implementation Specialist / 2nd Tier Helpdesk Support

Installation, configuration and maintenance of:

Microsoft SQL Server 2000 – recommended database platform for Prism

PRISM – performance management software for contact centers, utilizing client/server and N-tier architectures, TCP/IP, DCOM and Multicast network transport protocols.

Sybase Adaptive Server Enterprise (ASE) 11.5 and 11.9.2 – alternate database platform for Prism.

Primary responsibilities:

Modification and maintenance of AutoCAD diagrams for use within Prism.

Designed custom reporting solutions across diverse database management systems, requiring the deciphering of complex database schema, understanding of ODBC and strong SQL scripting.

Installation and configuration of native and ODBC drivers to databases including ORACLE, DB2, Microsoft SQL Server, Sybase, Interbase, FoxPro and Microsoft Access.

Responsible for troubleshooting and solving difficult customer software issues.

Design and creation of custom graphics used in the design environment and overall Prism product.

Major accomplishments:

Listed on US Patent Number 20,020,199,034 - System and method for visual application development without programming.

Design and implement DataJunction conversions for data storage and archiving from disparate databases as well as text-based reports.

Provide contract services to Amtrak to design a DataJunction custom data migration process to merge Oracle and UDB databases for storage in a normalized Microsoft SQL Server 2000 database.

Design and implement Microsoft Data Transformation Services (DTS) packages for data storage and retrieval from customers disparate data systems.

Create and manage InstallShield installation projects for client and server processes, including new installations as well as all maintenance and upgrade related installations.

Train new customers on the Prism software as well as train all technical support representatives on the installation, maintenance and use of the product.

Create sophisticated management and reporting applications with Prism for American Express, Amtrak, DirecTV, Anderson Financial Networks, and Computer Sciences Corporation.

May 1995 – October 1997

Witness Systems, Inc.

Alpharetta, GA

Senior Installation Manager / 2nd Tier Helpdesk Support

One of nine original employees; responsible for the deployment and support of a client/server based remote monitoring solution – the first of its kind to incorporate both desktop screen and telephone voice data with synchronization to compete directly against market leaders such as Teknekron and NICE systems.

Primary responsibilities:

Installation and configuration of all server hardware, including Dialogic and VTG cards, which were integral to the Witness Quality Monitoring System. Hardware also consisted of network card configurations in both Ethernet and token ring environments.

Design and create installation procedures for the Witness Quality Monitoring System.

On-site placement and configuration of hardware, server and client software.

Assist with on-site troubleshooting during design and development of terminal emulation screen and data capture for large-scale customers, and support deployment of the software upon completion.

Manage and resolve tier 2 helpdesk escalation issues.

EDUCATION

1991 – 1995 Worked toward B.S., Computer Science University of Maryland

118 of 136 credits earned. College Park, MD

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