Shane Masters, Mis Email & Phone Number

Nuremberg, By, De

Erlangen, Bavaria, Germany

DUTIES AND GENERAL RESPONSIBILITIES• Direct management of European support staff• Day to day planning of support activities• Implementation of departmental and company procedures• Provide support staff with additional technical support and training• Ensure priority issues are escalated through operations management• Provide key KPI’s (Key Performance Indicators) for support department.

Erlangen, Bavaria, Germany

The role of the services manager falls within the construct of the operational services team. The role oversees all deployment and support activities from project kickoff to customers running in steady state support. The incumbent is responsible for personnel administration as well as the operational activities within the department. The incumbent provides a managerial role to the services team and ensures that the team is running in line with documented policies and procedures, as well as at the highest level of professional standards.DUTIES AND GENERAL RESPONSIBILITIES• Administrative Management of Services personnel.• Management oversight of deployment projects and activities • Management oversight of support activities• Departmental engagement with Customer Success team• Management reporting on project status and risks.

Erlangen Area, Germany

Duties & ResponsibilitiesDaily meetings with project managers to ensure deployments are running smoothly and personnel utilization is being met. Daily interfacing with deployment staff to ensure smooth deployments for customers.Management of all deployment and PM staff.Deployment staff have the appropriate resources and knowledge before going on-site.Interfacing with customers and proactively dealing with stalled deployments and coming up with creative way to overcome project roadblocks.100% responsible for all deployments within Europe until final project signoff.

Erlangen Area, Germany

 Installs, configures, implements, and supports Aegis MES and legacy diplan software and hardware solutions remotely and onsite for customers. Performs product training for customers. Tests new software customizations, integrations before new version of software is published or patches are applied to customer's system. Prepares agenda for inhouse and onsite training or customer visits. Submits daily reports of onsite activities.  Troubleshoots software bugs and submits issues to be resolved be Aegis Engineers. Troubleshoots MSSQL performance issues. Creates custom SQL queries for analytical data mining reports.

Erlangen Area, Germany

 Provide first tier support for the European customer base on both legacy and Aegis products Monitor eSupport and telephone support queue for incoming customer support requests Document initial support requests in CRM and track accordingly Assist with any documentation requirements Assist with any QA or testing required on software releases and specific customer fixes Carryout customer training Perform remote software installations

Analysed the marketplace, customers, and competitors to create and propose new product functionality to bring to market. Served as product owner to development team; write product requirements, use cases, and acceptance criteria. Applied sound knowledge of networking, API, server, database, software, and hardware connectivity, configuration, and management concepts. Managed quality oversight through product lifecycle, from conception and strategic planning through requirements definition, development, launch and post launch customer satisfaction. Used agile development to scope and manage the product development life cycle and launch timelines, identify risks and opportunities, keep senior management informed. Developed and maintained the product roadmap for future releases in close collaboration with business leaders, programmers, and marketing. Developed implementation guides based on the needs and usage profiles of different target industries, departments and challenges. Collaborated with marketing to create and launch product updates to the market.

I led and managed any organization I was given the privilege and honor to be part of. My responsibilities were to ensure leaders were trained, counseled, and encouraged to continue their education while seeking roles of greater responsibility. Soldier's health, welfare, and overall well-being was my top concern along with training and preparing for any contingency operations.

Master'S Degree, Information Technology Project Management, 4.00

Activities and Societies: Member of the National Society of Collegiate ScholarsDegree concentration is focused towards management.

Bachelor Of Applied Science (B.A.Sc.), Information Technology

Activities and Societies: Member of the National Society of Collegiate Scholars

Associate Of Science (A.S.), Information Technology