Derek Nielsen Email & Phone Number

Boston, Ma, Us

San Francisco, Us

The Customer Success Collective exists to create a space to help individuals and organizations drive company-wide alignment around customer success as the scalable, sustainable source of business growth. Join our Slack community and never miss out again!

San Francisco, Ca, Us

- Participated in a scaled customer success pilot program to determine how best to help customers realize value in a digital and self-service way.- Work directly with Learning and Development and internal teams to help improve the employee onboarding experience and process.- Lead customers in the application of GitHub products and services offerings to meet their desired business outcomes. This may include white-boarding and helping design an architecture one day or aiding in overcoming technical and cultural blockers to adoption.- Own the technical relationship with a portfolio of accounts, and partner with the other members of the account team (Customer Success Manager, Enterprise Sales Managers, Enterpise Account Managers, and Solutions Engineers) to define and execute account strategy- Be the customer's champion inside of GitHub, advocating for them with Support, Product, Engineering, and other groups- Recommend product improvements based on customer experiences- Act as a trusted technical advisor to customers, staying up to date on the ever-evolving state of technology, including both technology that is inside GitHub, and in complementary/competitive fields outside of GitHub- Support the expansion and renewal opportunities.

Fulton, Md, Us

- Coordinate and facilitate process and procedural customer success improvements in conjunction with peer Senior CSE staff and leadership.- Entrusted with over $8m in Annual Recurring Revenue across a number of Sonatype's largest customers.- Coach and educate a set of customers on implementation and usage best practices for the Sonatype Nexus Platform to ensure smooth on boarding, faster adoption, increased footprint, etc.- Coach new and junior Customer Success Engineers to expedite readiness.- Help craft and enhance training and enablement materials working collaboratively with Customer Education.- Created and participated in cross functional teams focused on improving process and delivery of value adding assets to customers.- Share field insights with peers in Customer Success as well as Sales, Product Marketing, and Engineering teams. Provide feedback on how to bring more valuable features to the product based on customer reactions and hands-on experiences.- Maintain educational enablement for new products and features and share knowledge where applicable.- Discover and analyze gaps in the customer experience, identifying early warning signals and then working with cross-functional teams to address them.- Act as the voice of the customer - use insights to help drive improvements, influence product roadmap, deploy customer advocacy programs, etc.- Ensure customers are SUCCESSFUL and DELIGHTED with Sonatype products and services, not merely satisfied.

Arlington, Va, Us

Primary responsibilities are to architect, implement and support software development tool environments for multiple complexDoD programs.• Design and develop engineering tools solutions based on the IBM Tool Suite (Rational CLM Suite, DOORS, ClearCase, Rhapsody)• Lead support of complete suite of software development lifecycle and Devops tools.• Deploy internal team JIRA Service Desk system to manage planned and non-ticketed work.• Consult with engineering leads on re-designing workflows and processes• Contribute to corporate level Centers of Excellence (DevOps and Cloud)• Research and provide recommendations on new toolchains, and develop migration strategies for their use (Atlassians JIRA,GitHub, BitBucket, Confluence, No Magic MagicDraw)• Support the automation and maintenance of Continuous Integration/Continuous Deployment (CI/CD) pipelines• Provide documentation of implemented environments by authoring procedures, work instructions and program profiledocuments• Manage the release of upgrades and patches to the environment• Provide guidance on software engineering infrastructure requirements• Monitor tool utilization, performance and stability

Fishers, In, Us

Responsible for the Technical Delivery Team delivering ClearObject's Managed Service/SaaS products as well as the Infrastructure and Support Teams supporting, maintaining, and deploying global cloud SaaS, network/system infrastructures, and IaaS.• Distill, shape, and deliver requirements of the executive strategic vision for the enterprise.• Established and participated in a Technology Review Board for product changes and new product architecture evaluation and acceptance.• Manage distributed delivery, support, and infrastructure team members.• Managing partner/vendor relationships.• Development of enterprise business/IT/SDLC processes, policies, and procedures.• Successfully developed process to track compliance controls for presentation to auditors (NIST/ISO/FISMA).• Manage continuous improvement program for enterprise process.• Development of product quality assurance.• Infrastructure support, maintenance, planning, and deployment.• Business continuity planning and testing.• Managing technical delivery for new and existing enterprise customers driving improved delivery times with automation through Jenkins/Ansible as part of an evolving DevOps solution.• Manage product delivery for large customer migrations from on-prem data centers to cloud SaaS and IaaS product solutions.• Provide direct support to customers from pre-sales through onboarding and stabilization.

Fishers, In, Us

Lead process, support and deployment efforts for the large customer base of CloudOne Corporation.• As part of the PMO, collaboratively develop business/IT processes, policies, and procedures ensuring compliance and audit-ability.• Deliver developed enterprise business/IT processes and procedures via chosen tool suites.• Create and lead implementation of internal operational process and controls to streamline metrics and reduce time to delivery.• Established Change Control Board to better vet environment changes and improve quality control.• Architecting and deploying new cloud based client infrastructures and applications utilizing private cloud technologies across multiple global data centers (pre and post sales).• Operational management and technician for IBM's Bluemix Devops offering.• Plan, coordinate, and execute complex infrastructure and data migrations from on premise environments to cloud solutions (pre and post sales).• Level three support for all deployed tools/infrastructure for CloudOne customers to include IoT customers.• Monitoring complex cloud infrastructures (200+ servers).• Infrastructure and tool upgrades and deployments to include ClearCase, ClearQuest, ReqPro, RTC, RQM, RRC, RDM, RDM, JRS, DCC, FocalPoint, and Insight.• Pioneer new multi-instance architectures to serve client’s external customers/partners and provide data back to internal instances.

SDLC consulting company specializing in change management.

Round Rock, Texas, Us

Lead effort to migrate Rational ClearCase/ClearQuest infrastructure.• Introduced and procured JAZZ products.• Migrate to and implement JAZZ platform, RQM, RRC, and RTC.• Conduct Rational tools performance analysis and present findings to the executives.• Architect new VMWare infrastructure consisting of direct connect storage, Win2K8 R2 64 bit, memory, processor, and networking enhancements.• Migrate ClearCase/ClearQuest from old infrastructure to new infrastructure with zero down time.• Migrate Customer Support Escalation system from JIRA to ClearQuest.• Plan and execute Rational tool enhancement requests and manage requirements.• Planned and executed ClearCase/ClearQuest upgrade path from 7.1.1 to 8.0.

Us

Lead migration effort to convert COBB from ClearQuest/Clearcase to RQM/RTC.• Architect new Rational Quality Manager and Rational Team Concert processes.• Migrate and map existing ClearQuest state machines to RTC based process templates.• Configure Websphere Application Servers to host RQM and RTC in a distributed server configuration.• Provision VMWare Virtual Servers for test and production deployment of RQM and RTC.• Conduct performance testing to ensure server configuration will handle production load.• Document and graphically layout new processes and procedures.• Assist in resolving current ClearQuest issues for production environment.• Provide custom staff training and administrative mentoring.

Arlington, Va, Us

- Migrated IBM Rational SQL Server databases from SQL Server 2000 to SQL Server 2005- Upgraded Clearcase/ClearQuest/ReqPro to 7.1.2- Migrated from MultiSite to CCRC/CMServer- Modified ClearQuest schemas to remove MultiSite fields- Conducted customized training and mentoring

Lead project to implement Rational Team Concert, Requirements Composer, and Quality Manager • Work with CloudOne Infrastructure group on cloud based hardware infrastructure.• Create custom process templates for Rational Team Concert.• Deploy Collaborative Lifecycle Management variant new to version 3.0.1 of RTC, RQM, RTC.• Configure projects in the CLM (Collaborative Lifecycle Management) deployment.• Manage development projects within the JAZZ tools including the tool deployment project itself.• Provide proof of concept and ROI analysis on various infrastructure/tool paths.• Manage vendor relationships.• Perform project management on various web migration projects.• Function as quality manager for migration projects.

Milwaukee, Wisconsin, Us

Lead project to upgrade rational tools from 2003.06 to 7.1.x • Create silent Installation Manager Installs for client machines.• Author custom training to cover new features of the tools to be upgraded.• Complete ClearQuest schema change requirements.• Establish Change Control Board and CCB processes.• Mentored and trained administrative staff on maintaining implemented changes.• Migrate SQL Server 2000 to SQL Server 2008 onto new hardware for ClearQuest.• Create test plans for pre and post deployment of the upgraded tools.• Implement CM Server to utilize CCRC (ClearCase Remote Client) for distributed development.• Upgrade AIX ClearCase servers.

Washington, Dc, Us

Lead and completed project to re-write and deploy a customized ClearQuest schema. • Designed and implemented 119 plus ClearQuest schema changes from high level requirements.• Assisted in redesigning the workflow process in ClearQuest.• Mentored and trained administrative staff on maintaining implemented changes.• Created custom API driven tool to synchronize PeopleSoft DB with ClearQuest.• Migrated tens of thousands of records to convert data from prior schema to current schema.• Created deployment plan for upgrade to ClearQuest/ReqPro 7.1.2 and RQM 3.0

Indianapolis, Indiana, Us

Lead and completed multiple projects to deploy and migrate numerous Rational ALM tools for multi-million dollar programs to adhere to government regulations and streamline business processes. Tools deployed include RequisitePro, ClearCase/UCM, ClearQuest, CM Server, Rational Team Concert, Rational Quality Manager and Rational Requirements Composer..• Worked with vendor (IBM Rational) development to troubleshoot and develop fixes for the 7.1.x CM Server RPC issues in a load balanced and WAS back ended environment.• Develop and deploy requirements management processes in RequisitePro/RRC for multi-million dollar programs.• Created custom installation bundles for Application Developer, Business Modeler, Rational Functional Tester, Rational Manual Tester, Rational Developer for z/OS• Created SharePoint collaboration and project management portal to improve geographically distributed resource communication.• Function as a tool subject matter expert to mentor users in early adoption of ALM tools.• Provide 3rd level support for full rational suite of tools.• Assisted in developing and carrying out on-boarding process bringing in permanent and contract resources and minimizing ramp up time and project immersion.

Palo Alto, California, Us

Lead and completed multiple projects to improve and update the Global Software Development Infrastructure to include automation scripts, tool upgrades and documentation for Broadcom Corporation, a major technology innovator and global leader in semiconductors for wired and wireless communications with 2008 revenue of $4.66 billion. Provided expert level support and vendor relationship management to resolve complex IBM Rational ClearCase and ClearQuest problems for a truly diverse resource pool across 26 sites worldwide.• Diligently completed multiple SCM related projects, which had not been resourced, on or ahead of time helping to improve the overall user opinion of the support organization.• Assisted in improving defect tracking processes and re-writing defect tracking DB schemas to reduce the number of help tickets and improve the overall system quality.• Improved time to closure statistics by providing third level support assisting more junior engineers in resolving complex IT related issues.

Reston, Virginia, Us

Senior Analyst for supporting, designing and deploying IBM Rational ClearCase UCM processes to streamline the development coding efforts and provide more reliable initial quality at General Dynamics C4 Systems employs approximately 10,200 people worldwide and is focused on the development, design, manufacturing and integration of secure communication, information and technology solutions.• Saved multiple man hours across various development teams by streamlining the Unified Change Management workflow in ClearCase the revision tracking tool while proposing a multitude of other changes to improve development efficiency.• Prepared Cost/Benefit analysis documents for new tool recommendations while maintaining vendor relationships.

Bethesda, Md, Us

Chaired Change Control Board meetings for two FBI Criminal Justice Information Systems Division programs facilitating defect prioritization, assignment and approving resolutions for the upgrade of the appeals systems within the national firearms application registry as well as the IT infrastructure refresh program. Willfully ventured beyond my contracted charter and assisted CJIS technical personnel to decrease turnaround time on problem reports relating to the change management systems and tools infrastructure.• Assisted and guided build engineers on release branching/labeling strategies for multiple programs.• Improved development efficiency by streamlining development processes and integrating CM tools.

Falls Church, Va, Us

Supervised and delegated task related work to two CM team members as well as one technical writer for the Army Biometrics Integrated System. Restructured the customer facing defect reporting system and streamlined the overall software development lifecycle by focusing on tool/system integrations. Facilitated engineering change board meeting and customer attended change control board meetings.• Linked the requirements system to the change management system to track high level requirements through to lines of code.• Redesigned and coded ClearQuest defect tracking DB workflow integrating multiple separate DBs into one to create a single point of entry for problem tracking.• Authored customer deliverable documentation for the change management plan and process.• Managed vendor relationships and facilitated acceptance of the software architecture tool.

Woodland Hills, Ca, Us

- Process and tool improvements- Training for employees- Level 3 support for development tools- upgrades to tools, architecture, and infrastructure for development tools and processes

Santa Clara, Ca, Us

Milwaukee, Wisconsin, Us

Created and evolved the Engineering Services group within XP Systems a credit union core processing system provider. - Managed a technically diverse group of five employees whose duties ranged from software builds to media mass production to database schema management and to AIX/IIS/Windows System Administration. - Controlled group budget and strategically planned infrastructure expansion while cutting initial budget projections.- Performed level 3 support of software development tools to include IBM Rational ClearCase and ClearQuest.- Revamped and modernized the media production and delivery process.- Managed deployment packaging and delivery.

New York, Ny, Us

Armonk, New York, Ny, Us

Washington, Dc, Us

Aab, Business Management/It

Satellite Communication/Communications Center Operations