John Reasons

80 Neely Road § Huntingdon, TN 38344 216.276.1675 § john.reasons@gmail.com

Ambitious and dedicated technical professional with strong background in planning and executing mission-critical IT / Telecomm SaaS/cloud development projects, managing production support operations. Repeated success establishing best practice design strategies, implementing emerging technologies into new platforms to achieve maximum operational impacts with minimum costs. AWS cloud services expert, skilled in designing and building cloud infrastructures and automation processes. Adept at gathering and translating complex project requirements, creating robust architectures and infrastructures to support clients technical goals. Proven ability to coordinate internal and external resources; coordinating staff and resources to realize all deliverables.

Highlights of Expertise

 

Aptean, Jackson, TN

Built solid career of achievement and advancement, guiding software development teams and cloud computing groups through design, creation and deployment of customized SaaS multi-channel support infrastructures.

Director – Cloud / SaaS Operations (03/2013 to Present)

Supervise two managers and a team of 14 developers in managing all SaaS hosting operations across 10 different Aptean product lines. Define project plans based on client’s business objectives. Devise production schedules and project metrics. Plan and administer all project budgets. Coordinate all operations between support, services, development and operations management team. Conduct all security audits and reviews. Report directly to executive management team regarding business progress and achieved benchmarks. Train client operations team on proper use of new products and technologies.

¨        Credited for designing and developing hosting solution for new products using AWS infrastructure, migrating traditional hosted environments to the new SaaS cloud infrastructure.

¨        Devised and implemented migration plan that supported the movement to a public cloud provider, and allows for cost visibility and rational P&L tracking. 

¨        Designed and created dashboard used to monitor all hosting / SaaS operational metrics.

¨        Instrumental in planning product line budgets and cost estimates with product directors.

¨        Coordinate all product release activities across multiple product lines across multiple product lines.

¨        Partnered with product development teams to develop cloud SaaS offering for legacy products.

¨        Developed multi-region 24x365 support team, supporting multi-product and platform environment.

Aptean (formerly Consona), Cleveland, OH

Provided technical leadership in devising client specific product deployment strategies, delivering a customized call center customer service solutions that met client expectations and project specifications.

Manager – Professional Services (07/2011 to 03/2013)

Interfaced with customer to gather project data, appraise hardware requirements, devise clear project plan, and devise schedules to meet all target product delivery dates. Assigned engineering tasks and monitored team performance. Identified issues and proposed solutions to ensure on time delivery of product. Served as Professional Services manager for Consona prior to and during the acquisition/merger by Aptean.

¨        Devised customizable enterprise CRM solutions utilizing SupportSoft professional services platform.

¨        Appraised and analyzed hardware requirements and recommended improvements to the clients infrastructure based on the anticipated applications load and growth.

¨        Improved firm’s global delivery procedures by establishing and implementing best practice standards.

¨        Oversaw/supervised tech leads/PMs on multiple concurrently running projects, guiding teams to complete complex system integration plans on time and on budget.

Consona (formerly SupportSoft, Cleveland, OH

Provided end-to-end project management, guiding teams to develop and integrate client specific SupportSoft CRM call center product solutions into the clients legacy platforms/environments.

Technical Architect (06/2009 to 08/2012)

Managed concurrently running projects, mentoring project managers and leading developers to identify issues, devise and implement solutions that kept projects on budget and schedule. Identified project requirements, resolved technical issues and maintained communication with clients to ensure delivery of high quality product. Directed system development, including design, architecture, testing and support.

¨        Served as liaison between client, Technical Support team and Development team to ensure on time and on budget integration of SupportSoft products.

¨        Participated in reengineering and implementing major call center product enhancements for each client, planning and coordinating migration and integration of the new product into clients platform.

¨        Demonstrated expertise in identifying project/program bottlenecks, performing high-level analysis and debugging strategies to resolve long-term issues and implement work-around.

Additional Experience

Global Services Architect (’03-‘09) • SupportSoft, Cleveland, OH

Telecom Support Consultant (’01-‘03) • SupportSoft, Cleveland, OH

Software / Telecom Technical Support Specialist (’98-’01) • Micron Electronics, Boise, ID

 

Microsoft Certified Professional (MCP) - Micron Electronics, Boise, ID

Microsoft Certified Engineer (MSCE) - Micron Electronics, Boise, ID

CompTIA A+, Hardware management Certification - Micron Electronics, Boise, ID

Technical Proficiencies: