• Development and conveying of a compelling vision for the technical support team aligned with the company's goals and values.• Providing strategic guidance to the organization's Tier one, two, and three support teams to deliver high-quality technical assistance to all end users.• Development of a hiring budget using sales figures along with existing staffing levels and workload• Full ownership of software as a service (SaaS) and on-prim clients for the North, Central, and South America (AMER); Asia and Pacific (APAC); and Europe, the Middle East, and Africa (EMEA) regions• Driving force in transitioning the company from 9-6 operations in the Eastern Region to a 24x7 global support team by promoting excellence and establishing the framework for client support• Fostering of a culture of continuous improvement by leading staff members towards surpassing business objectives • Collaboration with the CTO, and IT leadership, and stakeholders in reviewing weekly incident/problem, along with strategizing and determining business roadmaps• Regular coordination with both external and internal clients, including meeting with C-level executives• Cultivation of strong partnerships with other groups within the organization such as professional services, products, engineering, and cloud operations to ensure seamless delivery of services

• Create and teach the curriculum for Graduate Program: MSIN 625 - Advanced Web and Application Development• Create and teach the curriculum for Graduate Program: MSIN 636 – Web Site Engineering• Taught independent studies for Graduate Program: WMMN 602 - Web and Application Technologies• Maintain a class syllabi, assignment logs, and additional material help for students• Plan lectures, assignments, and in-field experiences to collaborate with necessary course curriculum

• Architected, designed, and coded the prototype (Angular and .Net Core) for Institutional applications.• Created the seed applications within Angular and .Net Core for future applications. • Collaborate with management, business analysts, and the quality assurance team to develop new applications to replace older existing applications using the latest framework and technologies.• Worked with the internal clients in supporting and development with existing applications in .Net MVC applications for “Know Your Client” along with Money Laundering applications.

• Responsible for designing, coding, testing, implementation and maintenance of supporting application software for on-time and on-budget project delivery.• Collaborate effectively with management and systems analysts to understand business needs and clarify programming and coding requirements for the design and implementation of the key features of the sales and service call-center applications and their shared functionality, objects, and platform.• Provide recommendations toward development of new code and reuse of existing code, including participating in component and data architecture design.• Led efforts to convert Axis to CXF.• Led efforts to update the sales and service printing solution application, written in C#.

• Built and maintained partnerships with internal customers to drive process improvements and application enhancement.• Managed and coordinated large-scale initiatives between cross-functional departments, providing higher levels of support at a lower cost.• Led the implementation of AIX stand-alone server systems along with systems consolidation and virtualization to VM Linux servers.• Cut operating expenses through the effective management of a switch/consolidation of databases and transition of DB2 to Oracle.• Improved internal processes and increased productivity by cross-training and merging the sales and service Middle Tier teams, which facilitated the consolidation of several servers.

• Designed and coded an Enterprise Call-Center Account Relationship Management System using C# and MS-SQL Server.• Coordinated server and code upgrades to WebSphere, MQ, JDK, and Oracle.• Oversaw code releases, including new functionality, patches, and 24-7 support of six applications.• Directed workflow, supervised, and trained both onshore and offshore developers on C#, Java code, architecture designs, and methodologies.

• Designed comprehensive broker layer, coordinating mainframe interfaces with 60 legacy teams; layer subsequently used in multiple applications throughout bank for cross-system communications. Followed RUP to produce use-case driven designs in UML. • Led efforts to link sales and service applications to a cross-channel printing solution• Oversaw design and execution of major conversion effort that programmatically translated thousands of Amipro documents to MS Word utilizing the .NET/C# framework.

• Developed a warehouse component that tracked raw materials and associated re-order points, reported incoming sales, monitored order status, and calculated wood waste/scrap for efficiency reporting• Established new applications allowing sales department to review and report inventory levels and prices, document and report sales figures, monitor order process, and calculate salary and commissions.