Experienced in: Siebel administration, database administration, problem determination and resolution, software installation and migration, team member training and process documentation. Siebel software and database administrator for both IBM’s internal production and test environments as well as commercial accounts. Promoted to shift leader for US-based and India based employees. As shift leader, prioritized and assigned work to team members. • Led shift teams in problem determination and resolution including severity 1 issues resulting in a 90% customer satisfaction rating and zero impact to customer Service-Level Agreement performance.• Conducted Root Cause Analysis process for all Severity 1 level problems resulting in improvements to team processes and standards of response.• Conducted weekly migration of bug fixes from development team to test systems for QA analysis before implemented in production environments.• Personally requested by customer for all conference calls to provide detailed analysis of implementation progress. • Designed and documented all procedures and standards for software installations and migrations for both internal and commercial implementations.• Led LEAN process function for team. Applied LEAN principles to improve the effectiveness and efficiency of service and response to customer needs. Allowed team to be reduced by 30% while maintaining the same level of customer service.• Trained all members of US and India-based employees in installation and migration procedures. Mentored India-based employees to improve client communications.• Successfully completed Siebel software and database upgrades to production environments following full software lifecycle integration through development, test and production. All migrations completed in allocated time resulting in the minimal impact to customers and increased system functionality.• Described by customer as “the first person to Sametime when system is not working”

Siebel Certifications: Siebel Customer Certified, Siebel Certified Consultant on Siebel 7, Siebel 2000 and Siebel 99Experienced in: VB, Configuration, Upgrades, EIM, Interfaces, Server Administration, Analyst, End User and Technical Support• Implemented Siebel system for major pharmaceutical client. Allowed visibility of 3rd-party prescription sales data throughout all levels of the organization including real-time data for front line sales representatives. Subsequently authored a white paper that resulted in company-wide standardization of this implementation methodology.• Configured and developed screens, views and applets of Siebel 2000 for the HP handheld PDA running Microsoft Windows allowing pharmaceutical sales force to retrieve and update data in the field.• Single-handedly led testing team for final interface integration testing of implementation to existing systems.• Provided onsite support to a leading consumer electronics manufacturer for Siebel Consumer Goods 2000 upgrade from Siebel Consumer Goods 99.5. Corrected configuration and Siebel VB issues with upgrade and performed Quality Assurance by reviewing database, prior requirements and system requirements ensuring a smooth transition to the next release.• Personally developed a VB/COM interface between a customer’s existing legacy database and Siebel. Resulting program provided data from the legacy system to Siebel in real time and allowed end users to retrieve inventory data through one software package instead of three.• Acted as sole Siebel liaison to top-tier telecommunications client providing onsite post-live production support to customer’s technical staff and functioning as interface between customer and their third party Siebel implementation development staff.

1998 to 2000 Personnel Data Systems (PDS) Blue Bell, PASenior Technical Training SpecialistTrained clients for installation, implementation and administration of client-server human resource and payroll management systems. Additionally, consulted and trained customers on related topics of relational database management, the use of SQL for updating and reporting from relational databases, reporting from databases using Crystal Reports, as well as developing user interface modifications using Centura Team Developer and VB Script. Responsible for providing innovative team training to PDS’ application consultants who interface directly with customers. Implemented and managed all hardware and software resources for the training facilities as well as provide implementation consulting for our customers and users.• Identified need for in-depth product technical training and single-handedly devised an entirely new course structure. This new program fulfils customers’ needs for implementing and maintaining human resource and payroll systems. This has resulted in incremental revenue of $279,000.• Secured customer loyalty on several occasions with quick-reaction travel to customer locations to address emergent issues. This prevented penalty compliance fines to the company of over $130,000.• Assumed collateral duty of personally performing maintenance on departmental physical assets including servers, workstations, databases and networks.• Average client evaluation for teaching ability: 99 out of possible 100 score.

(Contracted to GE Fanuc Automation NA as a Technical Training Instructor)Consulted and trained Fortune 500 companies throughout the US in the area of Process Monitoring and Supervisory Control applications software. Researched and suggested solutions to customer problems and provided lectures to the sales force on the latest features of our software. Additional duties included technical writing and instructional design of course materials, developing new course material, coordinating and performing software/hardware installation and maintenance, student registration, and logistical support for on-site training. Configured and networked NT workstations, performed system maintenance for proprietary software, solved hardware and software problems and tested performance of new software releases.• Created a permanent process control that allows the training materials to be updated and maintained with minimal cost and effort for subsequent software releases.• Completely rewrote 200+ pages of student training materials. Developed all new instructor plans, presentations and performance evaluations.• Designed and implemented new system for configuring and maintaining training systems, saving 26 man-hours/year of labor.

Post-Graduate Research Assistant/Graduate Teaching AssistantCompleted Master’s Thesis: “Searching and Information Retrieval on the World Wide Web”, University of Hawaii, December 1995. Research published as “Searching on the World Wide Web”, HAAMA conference proceedings, August 1996. Also instructed undergraduate programming language courses including Windows, Ms Office applications, C and Pascal.

International Cellular Development. Software designer and initial tester of projects including conversion of existing North American cellular switching systems to South American signaling and protocols. Responsible for design, testing and datafill of protocols and signaling for several South American countries.• Received management recognition for programming resulting in zero-defect testing in the field.• Developed a guide for creating new protocols to enhance intra-network compatibilities. Concurrently created a detailed testing plan for this and future projects.