• Leading a group of software engineers and PS Engineers on multi OT product/integration PS projects.• Researching/Testing latest AE/AW/IC software product releases• Client Business Process Discovery including drafting Visio Flow charts to map business processes to software product(s)• Solution Design• OT BPM Product integration with AE (AW and OTDS) installation, configuration, design, and implementation• OTS Design, configuration, installation with AE Integration • 3rd party BPM Software with AE Integration• Collaborated with OpenText OTS Engineering to provide feedback/QA on better integration with AppEnhancer.• Debug/Test OT ECM products/integrations (AE, IC, AW) to the point of escalation to OT engineering teams to address.• Writing Level of Effort statements for installs/upgrades/custom integration work.• Work with Solution consultants to assist writing Solution Agreements

• Design and implement OpenText ApplicationXtender and Intelligent Capture (Captiva) solutions• Design/Implement C#, .NET API Integrations with AppXtender REST Services, Web Services, Captiva API's• Invoice integrations with MS D365 and AppXtender (MVC Web API’s and CDK)• Multiple Windows Services projects utilizing AX/AE Rest to query, upload, and export • O365 AddIn integration to upload docs to AE in Outlook• Invoice integrations with MS D365 and AppXtender (MVC Web API’s)• Support AX and Captiva clients• Provide Discovery and POC's during Pre-Sales process• Developer Support/QA of custom RDS integrations/solutions• Developing Technical documentation for client solutions• Train new software engineers on AE REST API’s

- Provide best in class enterprise support to OEM Partners in the Enterprise Content Division for ApplicationXtender - Work with Clients to plan, test, and implement product upgrades.- Work directly with OEM customer's Development, Support and Executive management teams- Advocate on behalf of the OEM accounts with ECD OEM Account Management, Product Management and Development (Up to date Roadmap discussions, upgrades/installs, enhancements, new opportunities, and quick turnaround on bug fixes)- Provide Developer Support for highly customized, LOB applications integrated with AX Web Services, SDK, REST Services- Remote and On Site visits for Quarterly Business Reviews, Roadmap Discussions, and pain points- QA/Debug latest technology platforms ie: REST API (C#) using Visual Studio and Perforce- Debug Windows Crash dumps- Build and maintain simulation of Customer environments in ESX VCenter- Work with Tech Pubs team to write AX Technical Documentation

• Lead and Manage the ApplicationXtender Support team in Draper UT• Interview candidates for EMC GSAP Program• Manage Performance for AX Team including metrics such as CSAT, SLO, Service Request Backlog, Employee utilization• Manage Customer escalations for AX• Provide employee development with 1 on 1 Meetings and Team Meetings• Delegate projects/tasks • Work with engineering for AX Product Planning

• Orchestrated and managed the start-up of a new Technical Support Team for ApplicationXtender in Draper, UT. This included training individuals in Document Management Systems (AX), BPO, Server Operating Systems, VMWare. • Day to Day operations include meeting Support Metrics including SLA, CSAT objectives, and managing backlog of engineers. Working cross functionally with Contracts and Renewals team to make sure Entitlement process is correctly being followed, and provide leads for additional revenue in maintenance renewals. Manage and work with engineers on CODE RED escalations for high visibility/political DL/DU issues.• Perform Product Management duties such as working with Partner Channel and Resellers to gather product feedback on features/functionality and analyze data to scope out future Product Releases. Provide innovative ideas and insight to Development team to better align partner/customer enhancement requests with Development.• Work with Development Management and QA during Construction and Hardening phases to QA product releases and report all severity bugs in JIRA bug tracking system. Monitor Version1 DEV portal to verify epics and stories are aligned with what is discussed in PMT and RFE Meetings.• Work with Tech Pubs team to review Documentation for technical errors, grammar, etc.• Perform Serviceability and Readiness functions by attending PMT Meetings, providing feedback about bug fixes, and making certain through Product Lifecycle that Support team has Knowledge Transfers and can effectively support new releases.• Have provided onsite service at the request of our Partners/Customers, at times when issues are highly political or need of in depth technical troubleshooting.

•Apply technical expertise following protocol and standard procedure to resolve moderate to complex system issues at EMC customer sites•Effectively communicate to external partners, customers in regards to technical and procedural issues. Keep communication with all involved parties. Share acquired knowledge with colleagues, customers and partners•Use VMWare to reproduce environments to recreate problems and perform failure analysis of system wide issues•Assist QA with testing of bug fixes and beta releases•Work with Product Management and Development to manage RFE Requests•Work a scheduled on call shift multiple times a month•Monitor and track all service calls at regular intervals•Overseeing the daily case load for 10+ employees. Training and guiding support engineers in knowledge of the product and troubleshooting.•Handling high profile or politically sensitive service requests with partners and customers.

•Administer and support departments using Sage MAS 200 ERP in a company with revenue of 10-15 mil/yr.•Work with managers in all manufacturing departments including executive management to analyze and identify business needs and the cost of implementing a tailored solution.•Create business process workflows and documentation•Conducted meetings with management to discuss business processes and progress with other departments.

•Perform daily oversight of mission critical software applications including managing AX/DX Server infrastructure.•Assist the infrastructure team to plan, design, and implement software applications.•Worked with ASP.NET 2.0 and C# on an intranet project during the course of a year.•Provided training to end users in the use of implemented software applications.•Conducted business process analysis and review to determine issues and automate departmental processes through the use of technology.•Provide highest level of support for end users with hardware, software, and network incidents by the use of Desktop management software.•Install, upgrade and maintain servers and operating systems.•Create technical documentation using Visio and MS Word.