Staffed and managed Technical Support Resources in Systems Deployment department and call services for this turnkey provider of software and Business Process Outsourcing services for high-volume paper and eTransaction processing. Documented and standardized customer service work procedures.Developed and managed a customer service metrics program providing critical feedback resulting in measurable efficiencies within the operations and service departments, as well as improvements in product reliability.Established contract and negotiated the business relationship for external field service repair organization.Achieved consistent customer satisfaction ratings above 97% in Technical Support.Accomplished 42% decrease in service call backlog within 3 months of a 15 month plan.Provide leadership, coaching and mentoring to staff members.Responsible for the employment, promotion, counseling and discipline of assigned employees.Acted as liaison to international business partners & vendors.

• Troubleshooting and problem source identification for a variety of hardware configurations, operating systems, networks, databases, and 3rd party software products.• Sybase Adaptive Server Enterprise administration for version 15.x, 12.x, 11.x & 10.x• Sybase SQL Anywhere administration for 10.x, 8.x & 5.x• Unix Administration for IBM AIX utilizing the IBM RS/6000 platform (primarily SMP hosts).• Windows 2003 and 2008 Server Administration.• Transform ™ system design, configuration, implementation, administration, troubleshooting, customization, performance and tuning, on-site installation, and support engineering.• SQL programming for modification and maintenance of existing / new database objects, including stored procedures, views, triggers, tables, indexes, primary keys.• Technical Support, both on-site and remote, for key clients and internal staff via telephone, internet / intranet, various VPNs, PC Anywhere, IBM Netfinity Director, dial-up networking, VNC, MS Terminal Services and SecureCRT.• Korn shell and some perl scripting for system maintenance, system monitoring, system analysis, database maintenance, administrative functions, and customer specific (custom) code.• Delivering Transform System Administration training and instruction to internal staff in a class room and / or a mentoring environment.

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