• Worked on several SalesForce improvement projects representing the 25+ teams, with over 500 employees, in the Center of Excellence, including: o Customer Support Center Closure and Consolidation Capability – Improved closure documentation in order to find proper fault rates for HW, increasing it by over 20%. o Object Assignment Engine – Improved the automatically assigned case load and reduced the average customer contact time by 65 minutes. o Entitlement / Case Creation Capability – Sped up the entitlement process time, saving approximately 1 minute per case, which increased the number of cases the front end call screeners could handle. o Customer Support Center Clean Task – Increased procedural adherence which prevented hundreds of parts that were being ordered for repair from being stuck in the system unable to process until human interaction, costing hours per part. o Salesforce Master Fallout Queue Governance – Developed reports for each manager to decrease average customer contact time by 65 minutes. o Chatter Group Governance – Provide procedural guidance to new Chatter room creations for consistency throughout the company and ease in finding groups, saving unknown amounts of time in finding the proper place to ask questions. o Change Champion – Present the positives of all procedural changes to the user base.• Worked on the Solution Identification (SOLID) Deployment to decrease the case entitlement time for our Datacenter Care customers, speeding up the time to a specialist by ~5 minutes.• Evaluated Salesforce bugs and collaborated on prioritization.• Reviewed and provided feedback on New Hire documentation for Salesforce training, decreasing the necessary training time for SalesForce from a week to 3 days.• Collaborated on the training of the new Simplivity team’s migration to Salesforce and was part of a month long War Room to address any implementation issues.• Conducted User Acceptance Testing on releases of Salesforce.

• Provided backline support for all of HPE’s OpenVMS customers.• Recreated customer issues in the computer lab to understand the issue without having to impact the customers’ production environment, which led to issue resolution.• Performed hundreds of Crash Dump Analysis (CDA), OpenVMS performance analysis, and general system administrator functions for customers.• Taught dozens of brownbag seminars on many of the supported products, including: basic CDA, HP System Insight Manager, “time”, Account Management, TCP/IP, DECnet, and other products.• Wrote hundreds of technical articles on a wide variety of topics.• Reviewed and modified hundreds of technical articles written by other team members for functionality and clarity to our customers.

• Project Lead for the NRSS project, which consists of a team of 9 specialists. I have to coordinate with various parts of HP to ensure that the NRSS project is successful and that ultimately our 79 customers are also successful.• First technical point of contact for 9 of the Fortune 100 companies.• Handle all customer escalations regarding issues of a technical nature, procedural, personality conflicts, or procurement of parts for these 9 companies.• Responsible for ensuring the OpenVMS, SAN, and networking environments at these sites are functional 100% of the time by resolving any problems, making sure there are failover paths for every component, and proactively keeping these customers appraised of issues that could affect them in the future if actions are not modified.• Perform system upgrades or installations.• Work with the local offices to ensure that part replacements that might be needed in the future can occur in a timely fashion.

• Functioned as the single network resource for all 660 Silver OpenVMS customers.• Taught OpenVMS networking classes including: DECnet, LAT, and TCP/IP.• Coordinated all technical issues as first point of contact for 45 of the Fortune 500 companies• Informed these customers proactively of problems discovered by my company so that their business was not impacted by potential down time.• Conducted monthly conference calls with these customers to discuss their open issues. This was to determine if there were patterns to their issues that might result in a suggestion of a technical class or a course of action to resolve the pattern.

• Provided phone support on various DEC network protocols, topologies, configurations, applications, and hardware to increase customer productivity. Including, but not limited to: DECnet (Phase IV and V), LAT, TCP/IP, DQS, TSM, FDDI, Ethernet, DECservers, WANrouters, X.25 Routers, P.S.I., DECbridges, DEChubs, and DECbrouters (used the CISCO 9.14 code stream)• Wrote numerous technical ‘how-to’ articles on the above products.• Analyzed and restructured the process for technical writing of articles that assist both customers and co-workers in the resolution of technical problems with a variety of network applications.• Moderated meetings for the Business Operations Review Group that concerned itself with the day to day activities including: training issues, equipment acquisition, scheduling of coverage for workdays as well as holidays and any other team issue.

• Taught subjects to all levels of students from kindergarten through twelfth grade, getting called twice a week for the first couple months.• In early November, I substituted for a math teacher at Harrison High School and instead of just having ‘study hall’, I continued his course work. This included Algebra, Trigonometry, and Calculus. This became known to the entire math department and I was called a minimum of three days a week specifically to cover their math classes for the rest of the semester.• Taught 4th grade for an entire week in October during teacher strike. During the first day one parent came to class to audit my methods and at the end of the day the principal of the school informed all of the substitutes that the parent had said “I came to school with my daughter to find out what was happening in school and to ensure that it wasn’t just playgrounds and painting. I determined that ‘school is happening in school’.”

• Supervised a staff of 8 people to provide technical support for students. Responsibilities included: Ensuring coverage of all university laboratories by the staff, basic repairs of printers, computers, and networks.• Provided technical support on IBM, Macintosh and DEC software packages used for word processing, statistical analysis, and programming in a variety of computer languages for student productivity.• Taught entry and upper level courses to students, professors, and new support personnel on a variety of word processors.

• Maintained and upgraded a BANYAN VINES 5.0 network of 386 class machines.• Administered phone support and on-site support for over 100 nodes for all the applications and hardware on the network to increase professor utilization• Assigned internet addresses for each of the nodes on the network• Swapped out PC components on non-functioning PCs including hard disks, network cards, all the standard attachments and peripherals such as printers, modems, keyboards, and mice.

• Enhanced C code for an in-house electronic mail package to meet modern standards for the sending and receiving of mail over the internet.• Ported this code between DECstations and SPARCstations (little endian versus big endian) so that all of the users could have easy access to this product, regardless of the operating system that the user logged into to access email.• Created documentation for already existing code, to decrease the time and effort future programmers at this site would need to enhance and expand the code further.

• Developed and enhanced C code for a project used to view and distribute graphics data from various systems and file formats.• Designed, implemented, and maintained a testing suite for the project of all Digital Equipment Corporation platforms using DTM. With this suite, we were able to discovered 2000% more bugs in a single week, than the entire testing team had found in three months.• Designed and maintained a database to keep track of group progress and production bugs through the development process so that management and team members would be better informed of expected completion times.

• Rewrote code written for DECwindows (designed to display things on graphics terminals) to enable customers to run specific Digital Equipment Corporation software applications on VT200 series terminals, as well as DECwindows. Thus, enabling customers to save thousands of dollars by continuing to use simple terminals instead of purchasing graphics terminals.• Implemented a front-end interface in UIL and C as a prototype for customers so that they could see the potential savings.• Maintained source code libraries through CMS and the resultant build environments through MMS to insure cleaner code environments and save engineering time.