Joe Scanlon

Mobile:  603.459.3242

Email:  joe.scanlon@allstar-it.com

 

Overview of qualification:

 

Solution Architect with over 20 years hands on experience in the design, implementation and management of large-scale software systems. He has spent the past fifteen (15) years focused on Enterprise Content Management Systems as an engineer, development team lead, Global Solution Architect and Director of Worldwide Engineering Support at FatWire Software. He currently runs his own professional services company as an Oracle Gold Partner implementing and integrating Oracle WebCenter Sites (formerly FatWire) for Global 1000 companies.

 

 

Professional Experience

 

 

 

Joseph Scanlon LLC d/b/a AllStar IT   11/2006 – Present

President and Principal Architect

AllStar is a niche Systems Integrator. We specialize in Content Management Strategy Consulting, Implementation planning and management, and J2EE Systems Architecture design and delivery. Our main focus was on client utilizing the Oracle WebCenter Sites  (formerly Fatwire) Content Management platform. 

Certified WebCenter Sites professional and Trainer.

 

Element Solutions (formerly Element115, llc)  09/2010 – 04/2013

Principal Solutions Architect

 

Architected and led conversion of custom FatWire hosting services from physical to virtual to cloud based hosting (Amazon)

System design,  team building and training

 

 

Liberty Mutual Group 1/2005 – 11/2006

Portsmouth/NH

Liberty Mutual Group is a diversified global insurer and sixth largest property and casualty insurer in the U.S. based on 2005 direct written premium. The Company also ranks 102nd on the Fortune 500 list of largest corporations in the United States based on 2005 revenue.

Principal Software Engineer

• Principal project architecture designer for various project teams.

• Transform common system requirements into design for shared and reusable services.

• Develops, enhances and tests highly complex systems and/or software across multiple platforms, applications and projects.

• Coordinates upgrades and rollouts of larger, more complex scope.

• Leads projects and project teams of significant technical complexity

• Architect and mentor of Enterprise Web Content Management group

 

 

OpenMarket / divine / FatWire Software, Inc (multiple acquisitions)06/00 – 12/2004

Minneola, NY

The FatWire ((formerly divine, inc & OpenMarket, inc)) ContentServer platform is an enterprise-class Web-application development platform with strong content management capabilities. It has been built to take advantage of J2EE application-server functionality, and possesses high scalability and enterprise-level attributes. ContentServer facilitates the storage, sharing, and distribution of content across and beyond the enterprise.

Director of Engineering Escalations

Professional Services Architecture and design review

• Ensure that the projects that we build and deliver meet the needs of the individual customer and are designed in such a way that they provide a growth path for future expansion.

• Review all of the designs that our Professional Services team propose to US customers to ensure that the designs will meet the current customer needs as well as adhere to the our best practices standards of re-usable code components and system scalability.

Team Mentoring

• Senior technical resource and solutions expert for all US client engagements.

• Serve as mentor to the functional and technical consultants on the project teams

• Serve as mentor to the technical support teams (US and Europe)

Systems Integration and Design

• QOS Surveys (Support Quality of Service Surveys)

• Enterprise reporting

• Knowledge bases

• Document Management (internal)

Crisis Management and prevention

• Manage customer escalations with team of engineers to ensure timely resolution of customer escalations. This includes, action plans, conference calls, executive briefings, and onsite visits.

• Design ,test and build patches, workarounds and hotfixes to be supplied to customers

• Identify patterns and clusters of issues and design processes to reduce or prevent occurence

• Sit on several “Large customer ” technical steering teams (to ensure their large projects are progressing and their long term needs are being met)

• Monitor and oversee worldwide support quality to ensure consistency and quality is delivered across the globe thru case review and mentoring

Support Manager (Content Management)

 

• Directly managed team of 8 Technical Support Engineers, mentoring on everything ranging from how to deal with upset customers to how to troubleshoot systems failures

• Daily review of every support case (worldwide) to ensure that sufficient progress was being made and QOS metrics were achieved

• Lead team technically as well as a supervisor – on many occasions I would be working ‘side by side’ with the actual support engineer on getting issues understood and resolved

 

Support Manager ,NPI (New Product Introduction)

 

Due to rapid growth, acquisitions and expansion OpenMarket was in a position that their WWSO (World-Wide Support Organization made up of 10 separate product teams in 3 geographic locations) was not able to adequately meet the demands of customer base

• Fully analyzed and assessed all active product lines as well as products in active development for technical knowledge requirements. Several methods were employed – interviews with customers, interviews with engineering, interviews with Systems Integrators, in depth ‘brain dump’ sessions with product architects and managers as well as product ‘de-construction’.

• Fully analyzed and assessed all currently available skillsets for members of the WWSO teams.

• Performed gap analysis and formulated training and action plans.

• Within 6 months we were able to rapidly cross train and ‘up train’ our World-Wide Support to better satisfy the demands of our rapidly changing customer base. We instituted a Cross Functional design team process that included a Knowledge leader from the support group as well as an “Under the Hood” process that was tailored specifically for the highly technical needs of Support and Professional Services worldwide.

 

InScribe, Inc. 09/1991 -06/2000

Woburn, MA

InScribe, Inc is the leading producer of in-store invitation printing technology.

Director of Support Services

Board of Executives

• Direct profit and loss responsibility

• Product Research, Development and Design

• Project design and management

• Market analysis and plan design

Customer Support Department

• Manage 12 person Customer Support and Customer Service team

• Develop and manage team environment

• Conduct weekly staff meetings , apprising agents of new procedures, products and open client issues

• Manage and train support agents providing hardware/software support for the full line of InScribe printing solutions

• Review all open calls to ensure prompt resolution of client issues

• Manage computerized call tracking system.

• Training of all internal users

• Develop and present training seminars at tradeshows

• Analyze existing workflow and design and implement new systems to create better efficiency and higher customer satisfaction

• Developed hands-on training class for clients and new employees

• Developed online knowledge base for customer support representatives.

• Developed specifications for Automated Call Director

• Created Call Center environment for Customer Support and Customer Service interactions

• Redesigned existing support call back system to implement triage and multi-tiered support

• Create and manage customer retention program

• Create and manage customer reclamation program

• Interviewing ,hiring and performance reviews for department

Information Systems

• Manage IT department

• Develop individual department work flows, procedures and documentation.

• Database Administrator and designer

• Managing conversion of network from thinnet to 10baseT for future migration to NT

• Interviewing ,hiring and performance reviews for department

Operations / Manufacturing Department

• Manage five person Manufacturing and Service Department

• Train new technicians in repair methods

• Interviewing ,hiring and performance reviews for department

 

Technical Support Representative

• Inform and educate clients on software applications including any updates and new releases

• Provide technical support to determine source of system failures

• Provide programming fixes

• Schedule and prioritize customer equipment exchange to minimize downtime

• Furnish general customer support, including billing, pricing and shipping information

• Present trade show demonstrations and provide pre-sales support

• Manages all aspects of Beta testing for new software releases

• Responsible for in-house IS support for all LAN applications and hardware

• Member of software development team

• Oversee pen productions and repair

• Generate production projections and schedules based on seasonal flux

 

Boston Acoustics 09/1989 - 09/1991

Lynnfield, MA

Lead Repair Technician

• Maintained computerized speaker testing system

• Monitored and forecasted monthly parts usage

• Responsible for daily supervision of Service Parts Department

• Evaluated customer returns to determine cause of failure

• Provided technical support for dealers and consumers

 

TCM Associates, Inc. 09/1987 - 01/1989

Portland, ME

Operations Manager

• Designed and implemented custom databases for specific marketing programs

• Researched new markets for firms expansion

• Trained and supervised new and existing employees

• Tracking and tabulation of data for programs

• Monitoring competition

 

Technical Skills at a glance

·              Coding languages: Java/J2EE XML SQL Perl Ruby PHP

·              Frameworks: Spring, Struts, JEE

·              Databases: Oracle MS-SQL  Db2, MySQL HSQLDB

·              Web-app development Windows Unix Linux  Cloud

·              Application servers: WebLogic Portal WebLogic Server WebSphere Application Server, Tomcat , Jboss

·              WebServers: Apache Netscape iPlanet SunOne IIS

·              Operating systems: Windows Unix Linux

·              WebCenter Sites Architect