AAA National Headquarters, Heathrow, FLTier 2 Club Support Analyst (April 2011 – present).Support AAA local clubs in the USA and Canada - both AAA Emergency Roadside Service systems,and Membership systems for Credit Card Payments and Comment Tracking Systems.- Java/Tomcat web apps, C++ client/server apps, Linux servers & scripts, Oracle databases,. Windows servers running Microsoft SQL Server databases and tomcat based web applications.• Troubleshoot automated nightly processes & crontab scripts/apps for archiving and pricing and taxing of Service calls in order to pay Garages for services rendered to AAA Members• Fix issues with direct deposits feeds. reimbursements, reciprocals, printing checks/ registers and Service Provide Portal - (paperless garage payroll report systems) - Tomcat/ Java reports importers, Microsoft SQL database issues with stored Procedures, data loading and reading, credentials/ roles.• Write SQL queries/ updates to ID & fix data (input errors, interrupted processes, program defects).• Identify root causes such as server errors, disk space, DB connections, firewalls, payment contract or configuration changes, program defects/ changes, crontab scripts, if-then-else coding.• Track status & resolution of issues in ServiceNow, file defects in JIRA. As needed also escalate to Tier 3 Support, DBAs, System Admins, network team, developers.• In Confluence - improve existing documentation and write new support procedures.• Member of On-call rotation team for 24/7 support of Call Receiving & Dispatch of Tow Trucks and Membership systems for Credit Card Payments and Comment Tracking Systems.• Assist in Migrating local AAA clubs to new Linux servers, & assist in club mergers - complex re-indexing/ merging of data in DB tables, changes to call archiving/ pricing/ payroll programs.

Improved Release Management processes for biometrics / fingerprint reader drivers and identity management software for laptop PCs (HP, Toshiba, Fujitsu, Asus, LGE, Sony, Lenovo, Dell) • Significantly reduced the number of QA test failures, build reworks, and missed deadlines.• Improved documenting of requirements early in the development life cycle. • Partnered with Product Managers, developers, QA, & Tech Support in US, China, Taiwan, Japan.• Used JIRA to track requirements, development & QA schedules for normal / emergency releases. • Submitted drivers for WHQL certification and test/live distributions on Microsoft Windows Update.

Improved the build processes and Configuration Management for textbook publishing company. Supported Java / J2EE web applications running on IBM WebSphere & BEA WebLogic on both UNIX & Linux - enterprise eCommerce web sites, as well as intranet sites for: HR, customer service, & a textbook Standards Alignment and Reporting System.• Automated builds of JAR, WAR and EAR files using Ant scripts / Anthill build server.• Reverse engineered & documented complex ad hoc processes, reducing deployment failures. • Managed SourceSafe & CVS code repositories, tagging, branching, & Sarbanes-Oxley controls.• Tracked issues using HEAT, Lotus Notes, Mercury Test Director, and HP QA Center.• Supported developers in several cities, & advised developers on best build engineering practices. • Participated in Agile code developmen review and Change Control Meetings. • Coordinated planning & testing of migrations of servers / web applications to new Data Centers.

• OEM Build Engineer (March 2003 – June 2005)- Automated the OEM build repackaging process (VB), reducing build times, improving quality- Insured build requirements / specifications were accurate and understandable.- Enhanced & debugged DevStudio/ InstallShield, Wise installer code, Marimba update channels.- OEM clients included: Dell, Creative Labs, Philips, Logitech, Sony, Coca-Cola and HP.• Senior QA Analyst (Oct 2002 – March 2003)- Developed written test procedures to insure that builds & critical fixes were tested consistently.- Performed Microsoft WHQL and ACT (Application Certification Tests).

* Fischer International/ SmartDisk Corp.; Naples, FL - QA Engineer then Build Engineer* Mock Engineering; Ft Myers, FL - Field Engineer (Telecom and Networks): * Regency Systems; Champaign IL - Electrical Engineer* Hurletron, Inc; Danville, IL - Systems Engineer.