Debra Allen Porter Email & Phone Number

Campbell, California, United States

Function as a Team Leader within the Utimaco Technical Support team, providing leadership on day-to-day product support operations, and ensuring an excellent customer experience in managing break/fix tecnical product support solutions. Drive process improvement efforts to elevate and improve the quality of support delivery and infrastructure. I am consistently tapped to develop, coordinate, and deliver training to new hires, to coordinate and drive project/program efforts - I possess a track record of being a leader, an effective coach, and a very good communicator. I am very organized and structured, with completing tasks on time and within expectations. I have superior skills with staying focused, possessing diligent follow through, and paying close attention to details so that well-informed decisions can result. I am technically astute, and can easily translate complex technical concepts to information that can be easily consumed by the targeted audience. I strive to assist my colleagues and customers to be their technical best!

Sunnyvale, Ca

Recognized as a “master level” technical consultant, recognized as the SME authority within the Data Security Technical Support team. Support customers using the HPE Data Security “Hardware Security Module” products. Respond to customer inquiries worldwide via phone and email, advocating best practices, troubleshooting and analyzing problems, identifying workarounds, training, and functioning as a resource to assist customers get the information they need to be successful. Work closely with engineers and management, functioning as the “Voice of the Customer” when raising defects, enhancement requests, technical solutions, etc. Perform as lead customer support program manager on the team, driving training, process improvement, rollout, and department documentation activities. Train both external and internal customers on best practice usage of the HSM products through HPE University. Provide 24x7 support coverage on a rotating basis.Promoted to Customer Support Manager in August 2018.

Sunnyvale, Ca

I function at an “expert” level Technical Support Specialist, supporting customers using the HP Atalla “Hardware Security Module” products. My current job responsibilities include providing technical support to internal and external customers for the HP Atalla Security Products. I resolve technical issues (both hardware and software) as related to information security products manufactured through my organization. I respond to inquiries and service requests related to product, features, specifications, and repairs on current and discontinued products, parts, and options based upon entitlement. I recommend, develop, and actively participate in developing strategy. I provide mentoring and coaching to junior employees. Key Accomplishments: Drive the implementation and documentation of the Sales Force Dot Com (SFDC) case management solution. Drive the successful transition of the HP Atalla training courses from the Atalla business and engineering unit to the HP Software ESP Education group. Identified measurements on the health and operation of the technical support team, implementing metrics processes and procedures, and delivering reports to senior management as required. When required, provide 24x7 support coverage on a rotating basis. Promoted to Senior Technical Solutions Consultant in January 2016.

Walnut Creek, Ca

Provide Tier 1/Tier 2 Production Support services as “Supervisor”, managing the day-to-day Production Support operations. Provide oversight to Production Support workload, assigning, managing status, and ensuring effective resolution and closure. Create workaround procedures when standard procedures fail and ensure issues are resolved in a timely fashion. Escalate urgent problems requiring more in-depth knowledge to appropriate internal resources. Implemented production support strategy currently in use today.Astute technical skills and ability to pay close attention to detail successfully contributes in diagnosing problems, reproducing issues in a local environment, and testing proposed fixes. Exercise common sense, good judgment, and organizational skills to address challenging and complex issues in an adaptive, ever changing environment. When required, also perform in a QA role, writing test scenarios, creating test cases, executing tests (Regression, Functional, Exception, Performance), track defects, Manage full test cycle activities using JIRA. Develop professional relationships and effectively collaborate closely with IT engineers, technicians, and internal clients to efficiently resolve issues in a timely and effective manner. Analyze business processes and perform gap analysis as to support process improvement efforts as related to Production Support. Lead efforts to implement process improvement activities geared to streamline and improve workflow execution.Key contributor in developing and delivering “just in time end user training. Develop courseware and delivered training targeted to address gap analysis results and address new software upgrades. Work with webinar course developer to define training requirements and review webinar developed training materials. Tasked as the “backup” department trainer.Identify, gather, and report on Production Support measures, reporting to senior management.

Perform estimation activities to define appropriate Data Validation and Regression testing activities. Roll estimates up to Project Manager for tracking.Perform functional and regression testing on Windows and Web-based applications within TEST, UAT and Pre-Production environments. Manage testing activities within Quality Center, including defect tracking, test planning, and test execution. Perform data entry and data validation activities within Pre-Production and Production environments, collaborating with business users on data integrity after data migration efforts.Provide Tier 1 and Tier 2 Production Support services as “lead”, managing the day-to-day Production Support operations. Troubleshoots and develops technical solutions related to Production application software IT engineers, technicians, and customers. Create workaround procedures when standard procedures fail and ensure issues are resolved in a timely fashion. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. Relies on extensive experience, good judgment, and creativity to plan and accomplish goals.

1. Co-taught 11th grade English during Summer School 2008 at Fremont High School. 2. Taught 6th grade Earth Science and 7th grade Life Science at Bret Harte Middle School during the 2008-2009 school year.3. Taught Spanish I, Spanish A/B, Language Arts, Math I/II, U.S. History, and World History at Bret Harte Middle School during the 2009-2010 school year.During my tenure as a substitute teacher, I had the opportunity to plan, develop, and deliver lessons and assessment instruments aligned with CA educational standards for the courses I taught. I was able to implemented state-of-the-art teaching strategies geared towards optimum, differentiated instruction. I collaborated effectively with all levels within a school environment to ensure a safe, positive learning experience for students. I took charged and reached out and worked with willing parents, caretakers, and guardians to plan and promote workable approaches to teaching students in my care.Key Accomplishment: I was successful in being an effective teaching in a substitute position in high-need Oakland schools, delivering instruction of various core curriculum subjects at the middle and high school levels. I developed and maintained positive and results driven relationships with students, peers, school administration, and families/caretakers to ensure an environment that supported optimum learning.

Experienced in analyzing, developing, documenting, and deploying organizational standards, processes, procedures, and policies in areas of Software Engineering, Quality Assurance, Software Testing, Software Configuration Management, and Project Management. Experienced in identifying, evaluating, configuring, testing, and implementing new tools and workflows to automate issue tracking, change control, document control, software configuration management, software building, and software releasing. Experienced in soliciting, evaluating, and procuring third party vendors. Experienced in leading focus teams through problem identification, resolution, and process improvement. Experienced with mentoring and coaching project managers in industry standard Project Management methodologies.Experienced in defining measures, collecting data, and reporting project metrics. Experienced in the design, development, delivery, and maintenance of organizational internal courseware.Key Accomplishment: Key player in the establishment of the Project Management Office, contributing to strategic decisions and administering organizational projects, policies, and standard processes aligned with industry standards targeted to improve productivity and quality (i.e. Software Configuration Management, Quality Assurance, Document Management, Issues Management, Change Control, and Project Management).

Experienced in analyzing, developing, documenting, and deploying organizational standards, processes, procedures, and policies in areas of Software Engineering, Quality Assurance, Software Testing, Software Configuration Management, and Project Management. Experienced in identifying, evaluating, configuring, testing, and implementing new tools and workflows to automate issue tracking, change control, document control, software configuration management, software building, and software releasing. Experienced in soliciting, evaluating, and procuring third party vendors. Experienced in leading focus teams through problem identification, resolution, and process improvement. Experienced with mentoring and coaching project managers in industry standard Project Management methodologies.Experienced in defining measures, collecting data, and reporting project metrics. Experienced in the design, development, delivery, and maintenance of organizational internal courseware.

 Researched, designed, developed, and implemented an organizational Software Configuration Management, Document Management, and Quality Assurance standards Solicited and procured appropriate 3rd party tools to implement and automate approved SCM and Document Management standard  Trained staff on established SCM and Document Management standards and processes  Documented all aspects of established SCM and Document Management standards and published in organizational document repository  Developed and maintained Quality Assurance portion of overall SAP implementation project schedule. Worked with project scheduler to ensure accuracy of data from Quality Assurance team to overall schedule Key Accomplishment: Key contributor in a 3 year effort to transition in-house payroll system to an industry standard SAP system. Heavily involved in Change Control, Quality Assurance, Software Testing, User Acceptance Testing, project task scheduling, progress reporting to senior management.

Held a variety of positions, including Software Build Program Manager, Technical Trainer, Release Engineer, Technical Support, and Computer Operator.

Itil 4 Foundation Certification In It Service Management, Itil, Certification

ITIL 4 Foundation introduces candidates to the management of modern IT-enabled services, to provide them with an understanding.

Certified Scrummaster, Scrum - Agile Manifesto

Certificate Of Completion, Getting To The Heart Of Technical Support For Advanced Engineers, Certificate Of Completion

Complete training program for customer-focused technical support

Capm, Project Management

Activities and Societies: Project Management Institute - Bay Area ChapterCertified Associate of Project Management

Master Of Science, Educational Leadership

Bachelors Of Technical Education, Education

Activities and Societies: Graduated Cum Laude