Keith Brown Email & Phone Number

Littleton, Colorado

• As a member of the senior management team, led the way in transitioning from a two product, hardware focused company into a multi-product company where software is recognized as the future of the company. Our additional product set has allowed us to grow within the US as well as abroad in the UK, Australia, and New Zealand.• Lead the software development efforts for a multi-location team that developed and supported multiple SaaS applications.• Grew the development team from 6 resources in one location to a multi-location organization of 70 including developers, QA, BA’s, UX/UI, Report Writers, DevOps. This included leading the initiative to augment our development resources and capacity by integrating offshore development and QA resources into the team and our processes. After successfully leading the pilot, grew the India-based team from three resources to 24+ resources. • Managed and directed all Release Management activities for all development teams• Championed and led the development of our first production mobile application for iOS and Android. • Leveraging my experience in technical support and development, served as the primary liaison with Customer Services for software related issues. This included defining the role and objectives in order to establish a multi-level technical support team to handle software related support incidents. Provided technical training, guidance and leadership to the management team which was strategic in transitioning the company from a hardware to a software-focused company.• Served as Scrum Master when needed and adopted other Agile methodologies (Kanban) or modified our processes within the Agile framework so that the methodology fit the needs of the developers and their projects.• Initiated staff development activities for all staff members consisting of anything from Pluralsight subscriptions (online training) to technical conferences. Empowered the staff to take ownership of their training.

Greater Denver Area

• Defined, set direction for Development, Support, and Client Services. Established direction and directly managed team of 11 developers, client consultants, and IT personnel.• Lead move from Waterfall methodology to Agile/SCRUM, producing faster development times for new features and enhancements and a 15% increase in developer productivity. • Product Manager/Development Manager for equipment maintenance product. Led development of requirements and participated in technical design, database design, coding issues. Successfully removed obstacles blocking progress and led completion of initial commercial release.• Product Manager of Profitool Query Server product. While under my responsibility, we shipped releases that improved performance, reliability, and scalability of application, reduced defect count by 65%, and added support for Oracle and SQL Server.• Directed Web Interface team, including technical direction, functionality and feature set. Fulfilled project management, scheduling and resource planning activities.• Defined strategy and direction for all customer facing Technical Services activities for Profitool and GearWatch products, including hardware and software application installation, implementation, and training. Responsible for support, defect resolution, escalation management, and infrastructure security, performance, and stability. Efforts resulted in 25% decrease in issue backlog and 60% decrease in backlog age.• Managedall IT functions within the company - help desk, network/server infrastructure, printers, and telephony. Under my direction, infrastructure reliability and performance was significantly modernized and improved, resulting in overall increase in employee satisfaction with IT and over 99% availability.• Instituted project management processes, resulting in increased customer satisfaction with our deliverables, decreased project re-work, increased productivity of Services staff, and increased Services related revenue.

Colorado Springs, Colorado Area

• Managed all activities for maintenance engineering function of the SX.Enterprise, TWL, and eSales ERP products, including product release schedules and developer resource and workload allocation. • Created and directed implementation of a maintenance release strategy for all products. This resulted in encouraging customers to upgrade to newer releases to receive defect fixes, leading to cost savings in software support and professional services, and an increase is customer product satisfaction. • Implemented a modular focus strategy to reduce the defect count in modules where the counts were high and the backlog very old. This lead to increased stability in important modules like Order Entry, GL, AP, and AR, as well as to an organized process to monitor overall software module stability.

Highlands Ranch, Co

• Managed all activities related to Software AG’s Data Management product portfolio encompassing IBM mainframe, UNIX, and Windows platforms. The Data Management product line contributes over 40% of the maintenance revenue for the US region.• Achieved high overall customer satisfaction results. These results are based on event surveys that measure satisfaction with support request handling and service level compliance with internal response objectives. My team had a customer satisfaction rating in excess of 94%, with 57% of my customers “Very Satisfied” with the services received from the Data Management team.• Managed projects involving staffing issues including: creating a senior level support position, a Job Matrix, a Knowledge Credit program, and several training projects with R&D involving products supported. These projects resulted in improved product support knowledge and employee job growth. Also managed or participated in projects involving Business Continuance and Disaster Planning, call center technology and operations, process definition and process improvement.• Provided input, guidance, and direct participation in achieving center-wide Service Capability and Performance certification (SCP) for the last three certification audits, providing independent validation of the best practices utilized within our operations

Greater Denver Area

• Directed all activities of Customer Support for the Profitool product set.• Led the effort to create and implement customer support processes to increase consultant efficiency, consistency, and productivity for Client Support. This effort resulted in a 20% reduction in the Support backlog of tickets and higher customer satisfaction.• Worked to bring an overall “best practice” approach to the company to increase quality throughout the organization, including IT, Customer Support, and Professional Services.• As part of the senior management team, provided guidance and expertise in platform technology and architecture as Profitool moved forward in rewriting their flagship software product, CMIS.

Golden, Co

• Led the development and implementation of a Client Support department for CSS, a front and back office solution for brokerage firms, resulting in increased client satisfaction and over a 25% backlog reduction.• Developed the infrastructure and processes for technical support, including escalation, call management software selection, customization, and implementation.• Managed full support operations from in-bound first tier staff to escalation management.• Actively participated on an internal Change Control Board and Process Review Board, bringing knowledge of the software development life cycle, QA testing, and software support processes to the company to help improve overall software process and product quality.

Greater Denver Area

• Developed Support Services offerings, assessing cost and profit benefits and ensuring the plans support both the strategic and tactical needs.• Directed and mentored managers, trainers, support engineers, system administrators, network engineers, Oracle DBA’s, and consultants. Interfaced with the software development group based offshore.• Developed the technology platform and all processes for technical support and IT, including selecting and implementing a call management software, hardware selection and network design resulting in consistent and repeatable processes. This also involved writing and negotiating service level agreements (SLA’s) with all interfacing departments.• Led the definition and execution of an ASP/hosted software delivery model encompassing vendor selection and negotiation, platform set-up and installation, software implementation and ongoing platform support.

Greater Denver Area

• Provided professional services and Sales management pre-sales support with proposal and Statement of Work development, contract consideration and RFP response.• Achieved $3.4M in services revenue and, as part of the sales account team, helped close $21M enterprise license contract.• Supervised software projects and managed the workflow for senior technology consultants. Managed 4 DBA’s and consultants dedicated to the Enterprise account.• Negotiated with all U.S. based Professional Services practice managers to obtain correct resources for projects.• Provided project management oversight for projects within the areas of GIS, Data Warehousing, OLTP and E-Commerce.

Greater Denver Area

• Managed and directed the OneWorld Tools group and Database group for the U.S. support operation.• Contributed to the development and improvement of the J.D. Edwards - Japan support operations. Point of escalation for Japanese support issues.• Coordinated the support effort to provide issue resolution for a “SWAT” team of consultants for problem OneWorld implementations.• Resolved cultural differences and work issues confronting international/interdepartmental relationships.• Negotiated the buy-in of Development Vice President and Managers providing Support access to source code to the product

Ms, Management

Ba, Psychology

Activities and Societies: Kappa Alpha Order