Barry Baker Email & Phone Number

Dfw, Tx

I am the Lead Product Manager for various mainframe software products for IBM Z Systems, including BMC AMI Ops Monitor for z/OS, CMF, CICS, USS as well as Sysprog Services and Energizer for CICS.

Coppell, Texas, United States

Guide cross-functional teams through multiple project milestones in the successful completion of global product roadmaps, resulting in new or improved product launches. Identify appropriate IT resources for optimal performance of development deliverables in support of the overall project. Create Sales Enablement materials, including product documentation, narrated presentations, internal/external announcements, and educational modules.* Spearheaded massive migration of existing, GEO specific offerings, to globally consistent ones.* Champion Agile and Design Thinking methodologies to forge solutions that maximize delivery capabilities to meet and exceed client expectations.* Achieved greater than 5% revenue growth due to improved offering design, allowing for additional options as well as velocity to quote and sell. * Strategically identify new growth opportunities across a highly competitive landscape.

Coppell, Texas, United States

Managed a team of highly skilled individuals who were SMEs at client advocacy and problem escalation management within the IBM Remote Technical Support Organization. Earned senior leadership role based on exceptional performance and a client-focused mindset.• Led the ELITE Team to consistently deliver world-class client support by fostering a culture of client-centric behavior, laser focused on resolving critical situations as swiftly as possible.• Achieved the IBM Means Business Award for delivering excellence in support of IBM clients.• Served as key liaison to the US Federal Reserve Bank, forging solid relationships based on honesty, trust, and mutual understanding. • Secured hundreds of hours of time savings through the automation of procedures used to create and improve daily, weekly, monthly, and quarterly client reports.• Facilitated transformation and development of ScrubTool, an innovative web tool used to track, manage, and report on open support tickets for the client’s enterprise. • Systematically informed key stakeholders of project status, resolving unforeseen issues, managing resources, and providing negotiation assistance.

Coppell, Texas, United States

Leveraged expertise in technical skills, leadership, customer service, and relationship-building to successfully support end-users as well as the team. • Provided first level OS and software support to clients of IBM zSystems. • Performed research on reported problems to advise on recommended resolutions, which may have included configuration changes as well as software and/or operating system fixes.• Had one of the team’s highest problem ticket closing rates. • Served as new hire trainer, mentoring and empowering junior and mid-level employees. • Conducted monthly audits of closed tickets to ensure quality results and best practices were met. • Absorbed additional responsibilities as interdepartmental Process Guidance Counsel Lead, editing and publishing all support center teams’ processes, including ones I authored for my own team.