Jay Michael Email & Phone Number

New York, NY, US

Bangalore, Karnataka, IN

ServiceNow implementation

Wellesley, Massachusetts, US

Managed teams of Solution Architects, Implementation Specialists, and Technical Consultants to deliver Nuvolo SaaS solutions on the ServiceNow platform. Interfaced directly with clients and cross-functional teams to design solutions. Influenced clients and teams onsite, offsite, and offshore to meet deliverables. Deployed public and private sector.

Costa Mesa, CA, US

Managed an Application Lifecycle Management (ALM) stack that included ServiceNow, Confluence, and JIRA. Administered projects within Operations and the related cross-functional teams: Applications Support, Database, Networking, Release, and Systems.Managed ServiceNow project in multi-phased, global implementation from initial platform install. Managed team.

US

Wrote Software Development Life Cycle (SDLC) documentation for the Trading and Order Routing department. Maintained design and testing content for the RoutEx Order Management System (OMS) and the Client Independence (CI) project totaling 42+ components including: ADP Gateway, ActiveMQ, Application Status Monitor, Cancellation Interface Monitor, EtcToRxGW.

New York, NY, US

Wrote the Time and Effort Tracking and Reporting Application (TETRA) User Guide. Documented the internal application for administrators, supervisors, and staff to define process and tasks. Interviewed personnel from management, International Program Department (IPD), technology, and finance to define daily, weekly, and monthly system engagement for each.

Paris, FR

Wrote Prime Broker frontend trading system user guides for internal and external audiences to help manage hedge fund portfolios. Developed a guide for the trade capture/manager (Tiger) application that included: Allocation Blotter, Broker Trades, Dashboard Summary, Details, and System, Incoming Files, Journal Entry, Journals, Pending Trade Flow, Reporting.

Wrote Valdi Order Management System (OMS) Certification Guide that integrated 20 components from B2 and U2 environments. Developed modules including: 23x6 Trading Support, Algo Integration, Allocations, Autocross, Basket Trading, Fee Based Trading, Group Monitor/Auto Aggregation, Hybrid Trading, Indications of Interest (IOI) for B2, Client Setup, and Valdi.

Wrote training documentation for a Private Equity accounting and administration application, Private Equity Processing System (PEPS), formerly known as Investment Café. Interacted with executives, analysts, cross-functional teams, design engineers, usability testers, Quality Assurance (QA) testers, and field technical support to ensure documentation met.

New York, US

Houston, Texas, US

Wrote technical documentation for the implementation of a new Help Desk for the New York Department of Education to support 1200+ K-12 schools. Developed a training manual for the automated problem management system, Support Magic, the school system network, supported hardware and software with Visio diagrams, call handling procedures, contact, and acronym.

Wrote IT production Run Books to expedite transitional technical documentation for the JPMorgan Chase and Bank One merger. Developed Chase Retail Bank support resource information about the data center, its hardware, and software for the Corporate Internet Group (CIG) Technical Service Center (TSC) Production Assurance Center (PAC). Interviewed all levels.

Los Angeles, US

Analyzed existing Customer Service business processes to improve order entry speed and accuracy as related to selling, manufacturing, and distributing DVDs, CDs, VHS, and software. Wrote a Systemic Problem Analysis Report, Order Entry System Specifications, and Modular Enterprise System Solution Proposal. Developed documentation to identify order.

Managed software-authoring team to write, build, and deploy Kaplan’s GMAT and GRE practice tests to production. Worked with various sources to collate daily and weekly deliverables and maintain the project plan. Coordinated internal and outsourced writers building tests in KAAT 1.0 (Kaplan Authoring Assembly Tool), their in-house, proprietary publication’s.

Wrote and edited content for various professional and personal Web sites in HTML and XML. Performed usability and performance testing. Consulted on site marketing and design. Edited client resume and portfolio content.

Westlake, Texas, US

Wrote documentation and managed client/server, Intranet, and Web development projects ranging in cost from $15-500K for supported FCAT (Finance and Corporate Administration Technology) business units including Corporate Administration, Human Resources, and Technology within a PMO (Project Management Office) setting. Designed and documented detailed.

Westlake, Texas, US

Wrote documentation and managed client/server, Intranet, and Web development projects ranging in cost from $15-500K for supported Finance and Corporate Administration Technology (FCAT) business units including Corporate Administration, Human Resources, and Technology within a Project Management Office (PMO) setting. Designed and documented detailed.

Austin, Texas, US

Designed and populated an Information System using case-based reasoning for internal technical support. Maintained knowledge bases with CBRX and CasePoint expert systems for PeopleSoft’s Eureka Web deployment. Designed knowledge bases to optimize first-call resolution and participated in defining product and service requirements to fulfill customer needs.

Armonk, New York, NY, US

Led team of nine software integration and test engineers consisting of contractors and full-time employees, both on- and off-site, to bundle 17 IBM and non-IBM applications into four Solution Set packages for sale nationally. Targeted Solution Set bundles to small businesses and families to market IBM’s Internet services. Wrote and maintained the.

Led team of five writers and trainers to develop Configuration Management curriculum and train employees for a Y2K project. Modeled implementation from concept to completion through targeted research. Researched and wrote Cultural Integration, Needs, and Risk Analysis presentations using MS Excel, MS PowerPoint, and MS Word. Wrote technical documentation.

Wrote and edited inbound and outbound scripts for telemarketers. Provided technical support and sales for Dell Computer. Populated and managed client information for knowledge bases. Performed local and remote installations.

Wrote instruction-based manuals for novice and experienced users. Designed and edited Interleaf AIX templates for classroom use.

Bachelor Of Arts - Ba, English Language And Literature, General, History

General

Education record