Jeff Pace Email & Phone Number

Houston

Responsible for improvement of customer service levels, progression of product quality, decrease in development and maintenance costs, and an increase in revenue generating activities. Accountable for the management of customer service, software development, and QA processes for $1.8M Capstone RBMI software product.- Established process of growing direct reports into a self-organized and high performing team.- Facilitated progression and guided the team in identifying and correcting quality control issues, developing team goals, and implementing process improvements in software delivery.- Implemented method and format for external communication of scope, upcoming software releases, and hosted outages.- Modified process of software packaging – moved from client specific packaging to version specific packaging, resulting in a reduction of overhead and support.Key Accomplishments: - Reduced the average resolution of customer support issues from 565 days to 14 days. - Reduced the backlog of support issues from 1442 unresolved tickets to a monthly average of 30 open support tickets. - Decreased number of hours required to resolve customer support issues from 4401 hrs to 2951 hrs for the last year.- Decreased number of hours required to resolve software defects from 3427 hrs to 1453 hrs for the last year while also reducing the average number of defects reported by customers over the last three years.- Increased revenue generating activities such as billable projects and sales initiatives from 5694 hrs to 7444 hrs for the last year.- Initiated revenue and cost analysis of SW Maintenance, Hosting, Licensing, and Overhead. Cost allocation to each client allows for measurement of overall profitability for fiscal year and for each client.- Restructured customer issue tracking system into a meaningful system of categorization - recognized as a best practice within the company.

Houston, Tx

Responsible for the resource management of software professionals, accurate planning, milestone achievements, and the development processes that ensure the construction, testing, and delivery of the following products: nMarket PJM, OfferManager PJM, ETRM/KWI, TRM/Monaco, Schedule Management, Trade Manager, Post Analysis, Market Data Warehouse, and Enerprise Tools.Responsible for all formal messaging to clients regarding scope, release dates, market change impacts, and description of all modifications to software releases for nMarket PJM and OfferManager PJM.- Proven ability to deal with scope creep and resource limitations while still meeting product milestones.Key Accomplishments:- Assumed responsibility for management of nine additional software products, allowing the consolidation of three management resources to a single management resource.

Houston, Tx

Software Product ManagerResponsible for project planning and execution, resource management and delivery of functionality for nMarket PJM software releases. Proven ability to manage the software lifecycle successfully ensured that Structure continued to bring in annual maintenance fees for the nMarket PJM product.- Developed content, conducted presentations, and interfaced with clients during annual User Group Meetings- Successfully managed a team of developers, functional specialists, and software testers to deliver software releases on time and with all promised functionality.Functional LeadResponsible for impact assessment of ISO market changes on the functionality of the nMarket PJM software and for creating software designs that translate the market changes into functional specifications.Senior Quality AssuranceResponsible for testing all software functionality to ensure that nMarket can accurately submit and download data from the PJM RTO as well as calculate settlement charges and credits.Key Accomplishments:- 100 percent of software releases were delivered upon the internally established release date, encompassing the full scope, which was communicated to our clients several months ahead of a software release; required accurate estimates and committment to accomplishing milestones.- Managed 12 month long build out of nMarket PJM settlements to implement the specifications of PJM's new MSRS Settlements system. Distributed the fully tested software release a month prior to the Go Live of the MSRS system so that clients had adequate opportunity to plan and execute their rollout to production, modify interfaces to downstream systems, and conduct User Acceptance Testing.- Recovered $100,000 for customer as a result of the accuracy of nMarket PJM software shadow settlements. - Recovered $468,000 for customer as a result of correctly implementing a market change; the ISO modified their logic in response to the dispute.

Gathered business requirements and executed nine month long implementation of client Health and Welfare project resulting in the accuracy of yearly insurance premium payments valued at 15.6 million dollars, impacting 23,000 lives, and securing $900,000 in revenues; solidified Mercer’s image and reputation as a result of the client’s satisfaction.- Interacted directly with the client’s corporate HR Director to make recommendations on best known methods for system setup and to communicate status of project.- Configured Health and Welfare system through the coding of business logic; utilized Excel to duplicate all business logic in order to validate all business rules/system configurations.- Exercised knowledge of SQL, DataJunction and analysis to design and authenticate the conversion of data from Mercer’s system to 19 external files as required by vendor systems; used research and analytical skills to interpret, identify, and communicate discrepancies during the conversion of client’s data from competitor’s system to Mercer’s system.- Developed adhoc and custom reporting, data validation, and benefit statements through the use of SQL; developed business methods for weekly and monthly processing.

Rio Rancho, Nm

Utilized knowledge of JavaScript, VBScript, ASP, HTML, and SQL to extensively debug, modify, design, and create new functionality for internal web applications and database structures crucial to the startup of Intel’s first 300mm wafer fabrication facility.- Managed two project implementation teams, driving the software and hardware readiness milestones and developing detailed project schedules, which led to application installations that were on schedule.- Planned the auditing and testing strategies for a large and complex web application, which identified many unknown bugs, produced an enhanced and reliable product, and decreased on-call issues.- Established project priorities for two interns, trained them on the process for making and deploying software changes, and provided guidance in troubleshooting programming errors; all resulting in a transfer of knowledge, best practices and efficiencies.

Tucson, Arizona Area

Directly responsible for the progress and improvement for team of Technical Support Representatives for Quicken financial software resulting in the development of team culture, ensuring customer service standards were met, and guaranteeing that technical answers were accurate.- Successfully transitioned Intuit’s technical support from Rio Rancho, NM to Tucson, AZ through training and coaching four new teams to analyze and resolve problems with computer operating systems and software issues.- Designed training material for the Macintosh operating system and all functional areas of Quicken software. - Helped promote Quicken and TurboTax brand image through product demonstrations to Apple Computer user groups.

Mba, Mis

Bs, Biology