Direct a global team supporting Pega applications, prioritizing development and support activities to enhance service delivery.Analyze support trends and led root cause analysis efforts, achieving a significant reduction in repetitive issues.Design requirements for new features and bug fixes, leading to a measurable decrease in support cases.Improved team productivity by developing Kanban boards, dashboards, and customized workflows in Jira.Oversaw the migration of Pega applications from on-site systems to Pega Cloud 8.8, ensuring seamless transitions and minimal disruption.

Managed support for over 10 financial applications, maintaining high availability and functionality.Partnered with stakeholders to develop Pega applications, fulfilling roles as business analyst and developer.Provided top-tier support, ensuring rapid resolution of complex technical issues.

Led the implementation of Pega applications for the Defense and Aerospace division, from requirements gathering, to development, to testing, through go-live, and continuing with production support.Trained business analysts and support staff on Pega systems, enhancing team capability.

Acted as a system architect for middleware solutions supporting global order fulfillment.Interfaced directly with customer technical teams, resolving complex integration issues.Built and optimized IBM Sterling B2B Integrator systems, ensuring robust performance in high-volume manufacturing environments.Final level of support for business process, system or performance related issues with IBM/Sterling systems

Interview, hire, train and manage operations staff of 14 team members to implement worldwide e-commerce supportHandle supplier onboarding, technical escalations, planning for system downtimes, established troubleshooting procedures

-Began as a contractor with CTG, hired direct by IBM, IBM sold VAN services to GXS-Connect EDI customers to the IBM’s Information Exchange VAN via asynchronous, bisynchronous, SDLC, TCP/IP, FTP, or secure FTP communications on Windows, OS/400, and AIX operating systemsConnect customers to IBM’s Internet Transfer VAN service via AS1, AS2 and FTP/S communications-Communication packages supported: Expedite family of products, TD Client, Cyclone Interchange, WS-FTP Pro-Verified standards and mappings for customers EDI documents-Other daily responsibilities included software installation, troubleshooting communication problems between customers, and technical support in a call center environment-As an enabling project team lead, developed project procedures for adding Data Interchange and In Network Translation relationships for one of IBM’s major business partners

-Responsible for managing overnight operations of store-Reduced receiving time by 50%