Bill Groves Email & Phone Number

Germantown, Oh, Us

Germantown, Ohio, United States

Leadership in Configuration and Installation: Lead and support a specialized team, overseeing custom configuration and customer installation projects to ensure timely completion. Demonstrate effective delegation and project management skills to meet critical deadlines. Software Maintenance and Bug Resolution: Perform maintenance and enhancement of the Java Spring Boot codebase for a real-time system, utilizing GIT and Subversion for version control and Maven for build and packaging. Proactively patch bugs and uphold code quality to ensure system reliability and performance within strict deadlines. Additionally, develop and maintain Groovy, BAT, and Python scripts to streamline data manipulation and significantly optimize the investigation and resolution processes for complex issues. Expert Guidance and Training: Serve as the go-to Subject Matter Expert (SME) for real-time applications, mentoring the support team on complex issues escalated by customers. Enhance team capabilities and problem-solving efficiency through targeted training and support.

Farmersville, Ohio, United States

Comprehensive Solution Deployment: Led the configuration and installation of INIT’s CAD/AVL solutions across diverse environments (Development, Test Onsite, Production Onsite), ensuring robust deployment for clients. Spearheaded the creation and execution of regression tests to validate the installations, emphasizing reliability in real-time application contexts. Technical Analysis and Improvement: Conducted thorough reviews of Java Spring Boot modules and XML configurations to deepen system comprehension, identify bugs, and verify enhancements in module versions. This critical evaluation facilitated targeted support for customer issues logged in our JIRA ticketing system, particularly for real-time operational challenges. Documentation and Knowledge Expansion: Leveraged our internal Confluence platform to systematically document investigative processes and refine the knowledge base. Contributions included clarifying XML parameter functionalities and maintaining up-to-date customer contact information, significantly aiding in the resolution of support cases, and improving team efficiency.

Chesapeake, Virginia, United States

Real-Time Outage Innovation & Knowledge Sharing: Pioneered and documented repeatable strategies for real-time outage resolutions, resulting in local team resolution rates from 15% to 65% without external escalation to development. Collaborative Leadership: Acted as a mentor for junior support analysts, providing training and guidance that improved team performance and customer satisfaction ratings. Innovative Tool Adoption: Championed the adoption of advanced diagnostic tools and automation scripts that enhanced the support team's efficiency and accuracy in bug tracking and resolution.

Chesapeake, Virginia, United States

Ticket Management: Proactively managed and resolved customer issues by effectively prioritizing Jira tickets to adhere to Service Level Agreements (SLAs) and ITIL best practices. Customer Relationship Success: Cultivated and strengthened relationships with five key customers, resulting in a 67% reduction in open support tickets—maintaining an average of fewer than 10 open tickets at any given time. Rapid Resolution Expertise: Collaborated closely with the Support Team and Subject Matter Experts (SMEs) to assimilate critical knowledge, which enhanced my ability to rapidly troubleshoot and resolve customer issues and software bugs.

Portsmouth, Va

Developed a web-based prospect tracking application using Python Flask, jQuery with a Relational SQL Database using PostgreSQL that would track prospect/client information and remind the user when to follow-up with contactRecruited top talent to provide clients with highly skilled and motivated employeesMet with prospective clients to discuss services and benefits that will be provided to better their businessMaintained relationships with clients through meetings or fulfilling their employment needs as requested