OBJECTIVE:

EXPERIENCE:

7/2008 - Present

Industry: Computer Software

Senior Support Engineer

Senior Support Engineer for Oracle in CRM. Proactive Support Engineer, Knowledge Champion.Provided support for customer issues, including installation, configuration and other complicated areas. Documented known issues, worked with Product Management and Development to report and fix product defects. Recognized as one of main contributors to technical forum for the US region. Received many Exceptional Service nominations from customers.Proactive Support Engineer: Engaged in continuous improvement of internal tools and processes. Developed automation and knowledge solutions to allow customers more options to self service. Knowledge Champion: Lead for all knowledge related activities for Oracle CRM (Endeca, Inquira, ATG, Siebel, etc.) set best practices and trained other engineers in knowledge centered support methodologies.

6/2007 - 2/2008

Industry: Computer Software

Web Developer

Maintained Django-based corporate website and MySQL database. Responsible for Search Engine Optimization (SEO) results, creating custom landing pages for marketing initiatives, managing pay per click advertising and web analytics.Performed Salesforce administration activities including implementation and integration of email marketing system that allowed better tracking of ROI for marketing campaigns. Implemented de-duplication techniques, processes for accurately importing lists in the Salesforce CRM system. Created advanced multi-object reports not possible through standard Salesforce reporting channels.Webmaster for ASP-based university website. Maintained website, performed updates and implemented multiple site improvements. Software and Technologies used:ASP, SQL, Django, Dreamweaver CS3, Adobe Creative Suite, HTML, CSS, Javascript, VBscript, CRM Fusion People Import, CRM Fusion Demand Tools, MS Access, MS Excel, Linux, MYSQL

10/2002 - 6/2007

Industry: Banking

Technical Specialist

Lead architect for design and implementation of new HR website/portal. Combined resources from multiple sites into one easy to navigate portal website. Technical Lead and Business Analyst for integration of a new learning management system, virtual classroom and multiple online course vendors. Developed multiple ASP pages for reporting HR information online. Supported multiple applications, configured applications and performed weekly maintenance of HR systems. Supported end users and administrators. Designed and created the student learning center website application, integrated with HR payroll system. Documented applications, from both a technical and end user perspective. Created and delivered training for new systems. Designed reports, interfaces and integrations with other systems and databases.Software and technologies used: ASP, Crystal Reports, HTML, CSS, SQL, Dreamweaver, JavaScript, VBScript, Paint Shop Pro, Adobe PhotoShop, Adobe Acrobat, MS Office Products (Word, Excel, Access, PowerPoint), RoboDemo, ActionScript, MS Office Suite, and SumTotal Pathlore LMS

3/2000 - 7/2002

Industry: Computer Software

Senior Technical Instructor / Developer

(Opensite was aquired by Siebel Systems)Siebel Certified ConsultantSiebel Certified Business AnalystSiebel Certified Technical Instructor Developed instructor-led and computer-based technical training and an interactive study guide for consultant certification. Led technical virtual classes for Siebel certified partners. Developed and delivered instructor-led and web-based technical training for Siebel 7 applications. Developed web-based training simulations for configuring Siebel 7 applications, including virtual classes. Consultant / Business Analyst, worked with international customers, partners, and pharmaceutical companiesDeveloped certification reporting systems for both internal and external audiences. DBA for certification MS SQL Server 7 database. Created stored procedures for reporting and analysis. Developed certification reporting using MS SQL Server 7, MS Access 2000, Crystal Reports, VB and ASP.Experience with implementing Siebel Call Center, Siebel eSales, EIM, and Workflow manager. Siebel lead technical instructor for Siebel auction software.Developed course material, set-up and deployed sample applications. Taught Siebel classroom courses.Software and technologies used:SQL, Siebel 6.0, Siebel 7.0, Active Server Pages (ASP), Visual Basic (VB), Power Point, VB script, HTML, SQL Server 7, ADO, COM

11/1997 - 1/2000

Industry: Telecommunications Services

Programmer Analyst

Provided estimating tools and process support to Proposal Engineers. Designed, programmed, documented and implemented a front-office application used to organize customer requests, provide quotes, and evaluate feasibility of proposals. Application calculated and stored all financial data, via a combination of MS Access 97, VB 6.0 and MS SQL Server 7.0. Lead Programmer and supervised 2 additional programmers. Performed majority of Visual Basic (VB), VB for Applications (VBA) and Structured Query Language (SQL) work. Documented Marketing Operations processes, and trained Sales and Proposals personnel on marketing tools.Implemented new reporting with Crystal Reports 7.0. Configured Crystal Reports to obtain data from disparate sources, to create required ad-hoc reporting. Subject Matter Expert and leader in BaaN Supply Chain Management (SCM) implementation team.

10/1996 - 11/1997

Industry: Telecommunications Services

Process Engineer

Worked with multi-functional teams to document processes to ensure ISO compliance. Trained line personnel on new processes prior to audits. Conducted field ISO 9000 mock audits. Developed and Implemented the Sprint Account Team Product Engineer training program. Documented SPRINT Regional Office processes including the Business Center, Installation and Engineering. Collaborated and Teamed with Corporate organizations to consolidate processes across multiple lines of business.

9/1995 - 10/1996

Contract Mechanical Engineer/Programmer

Contract Mechanical Engineer for Mitsubishi Semiconductor of America in Durham, NC. Improved maintenance programs, documented adjustment procedures - ISO 9000compliant. Designed, programmed, documented and implemented two MS Access database applications to keep track of all manufacturing assembly and test data.Applications included built-in reports to provide a variety of equipment, employee and line performance metrics to management.

10/1992 - 3/1995

Project Manager

Responsible for the development and management of air quality field project activities. Supervised field projects. Traveled extensively on the east coast. Training Instructor. Wrote reports and protocols. Designed and constructed Continuous Emission Monitoring (CEM) systems. Performed research on EPA project. Designed and constructed mobile laboratory sub-systems.

EDUCATION:

12/1991

Bachelor's Degree

North Carolina State University, Raleigh, NCB.S., Mechanical EngineeringGPA 3.1 (on 4.0 scale)Three time Semester Dean's List. Minor in philosophy Graduate Level studies in Environmental Science (Air Quality) and Meteorology

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