Patrick Dias Email & Phone Number

Atlanta, Georgia, United States

Atlanta, Georgia, United States

Atlanta, Georgia, United States

• Co-Managed a team of 29 Developers and Quality Assurance members for 2 annual releases and 6 ifix releases of Content Navigator software.• Tracked Epics, Stories, Defects and Collaborations with Rational Team Concert and GitHub.• Worked with Product Owner to review new features and Customer feature requests to refine what would be included in each release.• Releases used Agile and Scrum methodologies with 12 sprints lasting 2 weeks each.• During development sprints, new features typically consisted of a team of 1 - 3 Developers, 1 QA, 1 Support and 1 ID person. As a Manager I would ensure that progress was being made and that there were no roadblocks preventing progress.• Lead the Quality Assurance team of 6 to increase Automation by 3x of features using API tests and GUI Robot tests for three concurrent versions of software.• Lead a Support team of 8 to increase NPS (Net Promotor Score) by 71% over 2 years, improved Support Ticket Time to Resolution by 65% while simultaneously reducing ticket backlog by 50%.• Collaborated with Development, Quality Assurance and Support teams located in Asia and Europe.• Managed and resolved Critical Situations raised by customers for product and performance issues, many of which impacted revenue targets.• Compiled and presented the Monthly Operations Report to the Director and other Managers.• Worked across products and teams, including business partners, to assure the best possible service and present a one IBM image to customers.• Worked with Vendors to investigate potential defects in third party code and deliver timely fixes to customers.• Development and Support Liaison for products that had been outsourced to Business Partners.

Atlanta, Georgia, United States

• Managed a Support team of 14 located in multiple locations across the US.• Provided 24x7 worldwide support for product on Windows, Linux, AIX, z/OS and iSeries• Compiled and presented the Monthly Operations Report to the Director and other Managers• Managed and resolved Critical Situations raised by customers for product and performance issues, many of which impacted revenue targets.• Engaged closely with the Development Managers to assure product quality.• Worked across products and teams, including business partners, to assure the best possible service and present a one IBM image to customers.• Development and Support Liaison for products that had been outsourced to Business Partners.

Atlanta, Georgia, United States

• Lead a team of 6 in the US to provide technical support for Customers and Business Partners• As Support liaison with product development, helped to identify, track and deliver product defect fixes.• Supplemented the QA team to help test releases and enhance product quality. • Coordinated weekly meetings with team to review cases and help resolve challenging support tickets.

Marietta, Georgia, United States

• Provided technical support for Customers and Business Partners to resolve product usage questions and defects. • Developed test plans for comprehensive testing of software on three different repositories.• Trained Customer and Business Partners at multi day training seminars. • Designed and implemented ECM solutions for customers.