• Manage product configuration of HP Software products in the Licensing and Entitlement Management system, assuring accurate processing and the best total customer experience.• Consult product R&D to define technical licensing requirements, facilitate system integration including setup and system testing for new software products and/or releases.• Collaborate with other functional teams, i.e. Product Management, Marketing, Support, Finance, Legal, Product Portfolio, to introduce new license products, including definition of product requirements assuring successful system configuration and go-to-market.• Subject matter expert responsible for requirements, design and testing of the product configuration component of HP Software's new License and Entitlement Management System project, currently in development.• Manage completion of the various licensing requirements associated with each stage of the product life cycle, including inception, elaboration, construction and release.• Define and implement technical license plans as related to product obsolescence and migration, including system configuration, testing and training.• Communicate new product introductions, system changes and non-standard characteristics to the applicable license support teams.• Investigate and reproduce problems within 3rd party licensing system, working with the 3rd party support to manage bug fixes and patches to completion.• Propose and manage 3rd party licensing system enhancement projects to completion, including specifications, quoting, user acceptance testing and sign off.• Responsible for licensing sub-projects and successful system integration related to HP-acquired software companies/products.• Provide Level III support to HP support engineers, consultants and customer representatives for escalated license system related issues.

As Release Manager of the SGBU Sunset team, responsible for customer and field communications related to the various Sunset product obsolescence programs. This included working with product/Sunset program managers to formalize documentation, localization, and distribution both to internal HP marketing center and account reps as well as formal letter mailing process to external customers. Also provided customer related reporting and maintained the Regional Sunset and Sunset Revenue Scorecard web pages. As Customer Care Representative, responsible for managing EMEA customer escalations related to the various Sunset programs.

• Provided production support for LDAP Enterprise Directory including system monitoring, problem resolution, maintenance and upgrades.• Administrated 3rd party Kana Response System, an automated customer email routing/response system used by HP.com, collaborating with the 3rd party consultant to install, configure, and upgrade system. Provided Kana system training to HP personnel. Managed problem/issue logging, applied patches and performed testing to verify problem resolution.

• Managed team of 6 Technical Support Analysts• Working with customers and consultants, diagnosed and resolved critical issues to insure customer satisfaction.• Maintained staffing levels, scheduled training and coverage schedules, and performed annual performance reviews.

• Provided customer and in-house technical support specializing in PLATINUM's Change and Configuration Control software running on IBM MVS/ESA, UNIX, Windows NT, Windows, OS/2, and VM/CMS platforms involving: installation, implementation, problem resolution, customization • training for PLATINUM's international and national user community. • Provided technical assistance to pre-sales/sales force from resolving problem during presentations to providing technical data for the completion of RFIs.• Performed in-house analysis and testing required for problem determination culminating in the development of software modifications, bug fixes, and enhancements to the product.

• Responsible for PC based Information System, Accounting/Financial Reporting/Check writing System, Word Processing Systems implementation and maintenance • maintaining the integrity of the various applications by providing technical assistance to the end-user. • produced video/audio managerial training tapes involving customer relations, employee relations, and retail store management.

• Responsible for interfacing between Great Western's end-user and development communities providing technical support involving problem determination, data manipulation and recovery• data space management directly related to the various production systems maintained by Great Western in an IBM MVS environment.

• Responsible for the maintenance and program implementation for the largest system maintained by Prudential • creation and maintenance of data bases and VSAM files • problem determination, data manipulation and recovery • scheduling and management of over 150 programs acquiring diversified experience covering all phases of data processing from computer operations to program implementation.