David Fletcher Email & Phone Number

Seattle, Washington, United States

Seattle, Washington, United States

I help our customers modernize their business by moving their mainframe workloads to the cloud. These migration projects include many hands which requires constant communication and collaboration to ensure that the project is completed. My many years of experience in the software industry (Tech and Sales Support, Marketing, and Software Development) have enabled me to have a broad understanding of how to support and enable these migration projects.

Greater Seattle Area

Creating and managing Dev tools, systems, and processes to enable stream-lined and efficient operations so that we can continue to deliver great products and solutions for our customers.Completed Projects:Upgrade our vCloud Director infrastructureImplementation of updated security policies for vCloud Migration from CA Agile to ALM OctaneRationalization of current licensing and hardware systems resulting in 20% annual cost reductionMigration off old bug tracking systems to ALM OctaneMigration from Perforce to GitLab for source controlISO 27001 Asset Manager for Development Operations

Greater Seattle Area

Greater Seattle Area

Redmond, Washington

o Responsible for Statement of Work (SOW) and vendor adherence and complianceo Managed all aspects of support operations including telephony, CRM, emergency response, and meeting or exceeding quality and cost targets for Consumer PC Safety and Windows Support.o Maintained Quality performance during 200% YoY increase in volumes for PC Safety.o Global responsibility for English language support for PC Safety (EMEA, Canada)o Developed and implemented Consumer Security Support Center, an online, single point-of-entry, scenario-based support workflow for consumer security. Workflow was designed to help customers self-resolve before creating a case and speaking with an agent. One million unique visitors in 3 months; launched in 5 markets and expanding to 80 markets in FY11o Managed call volumes to less costly channels - reducing overall cost per incident in higher cost channels in FY10 o Partnered with vendor to create a system (Global Tracking System/GTS) that efficiently allows an agent to capture real-time BI while fulfilling the requirements of documenting and resolving issues for customers. Project DUX (Documentation User eXperience) currently underway to bring this “Best Practice” into all Consumer Support.Service Delivery ManagerConsumer Software Support - WindowsDec 2005 - June 2008o Managed all aspects of operations including telephony, CRM, emergency response, and meeting or exceeding quality and cost targets for Consumer Windows XP and Windows Vista.o Managed vendors in India and Canada (multiple sites/vendors); responsible for all aspects of operations and ensuring that quality and cost targets were met or exceeded.o Vista Launch Lead Telephony SDM for implementation of OneCall Platform for Vista Launch. Ongoing SME for OneCall for PC Safety and Windows Teams. Lead SDM for launch of new site (ETL – Sutherland) for Vista launch (Phone and Chat).

o Led team of configuration engineers; responsible for ALL company build and archive source code and systems for all Attachmate products. o Developed Centralized Build System (CBS), a Web-based automated build and reporting system to support engineering. Reduce Engineering efforts and timing for test build and customer HOT builds by 50%.o Managed major migration of build system from VSS (Visual Source Safe) to CVS (Concurrent Versions System). This resulted in significant cost savings ($500k) and ability to implement additional build capabilities within Engineering.o Consolidate acquired product source codes into Attachmate Build systems with limited resources.

o Led team of Technical Account Engineers (15); responsible for Top 100 company accounts and 7x24 and onsite Support Model.o Project Manager for World Wide Knowledge Management System using Primus SolutionBuilder; reduced call volume and increased customer service by allowing customers to self-resolve via the Internet.

Bachelor Of Arts, Business Administration

I studied business administration with an emphasis on management information systems. I also completed computer science programming.

High School Diploma, Business

At Inglemoor HS my primary focus was with the Distributed Education Clubs of America (DECA) where I was the President of our chapter.