• Member of the Eastern Americas Support Team providing support to FedRAMP customers, commercial customers, and partners.• Supports multiple products such as: • AI Center • Action Center • Automation Cloud • Automation Hub • Clipboard AI • Computer Vision • Discovery Components (Task Capture & Task Mining) • Document Understanding - Activities & Framework • Machine Learning (ML) Skills • Mobile Automation • Orchestrator (Standalone and Automation Cloud) • Robot/UiPath Assistant • Studio/Studio X • UiPath Apps• Manages and resolves complex issues and extend the technical help to rest of team in resolving incidents.• Troubleshoots product and configuration-related problems, tracing and identifying possible faults.• Uses trace analysis, debugging skills, and proprietary tools to analyze problems and develop solutions to meet customer needs.• Manages crisis situations that involved technically challenging issues and diverse audiences.• Performs routine RCAs to identify patterns and approaches towards self-service / automation / improvement of support processes and upskilling.• Creates/Shares knowledge and acts as Reviewer for Documentation.• Experience in Developing/Troubleshooting .NET Framework, Asp.net, C#, and MVC Web Applications or Java applications.• Advanced Knowledge of Client/Server, Windows Architecture and Debugging• Advanced Knowledge of Debugging Tools – Sys-Internals (Perfmon, Procmon, DebugView)• Network Protocol Analyzers (Fiddler, Wireshark)• Knowledge on Dump Analysis (Thread Dump/Heap Dump/Memory Dump)

In this role, I provided Tier 3 application & network support for America’s largest integrated health care system at the U.S. Department of Veterans Affairs responsible for providing care at 1,250 health care facilities including 172 medical centers and 1,069 outpatient sites serving nine million enrolled Veterans.• Identified root cause and resolved application, operating system, LDAP, MS SQL, and networking issues.• Triaged HL7 messages to identify system integration errors/issue origin.• Functioned as cross-functional team-player to resolve system integration and network administration issues.• Promoted to Lead after 13 months on team.• Trained and mentored new employees.• Favorable Tier 2 Moderate Risk Background Investigation.

In this role, I managed and directed the planning and implementation of web initiatives, services, and applications including the enhancement of current applications and the development of new products in support of enrollment management, campus recruitment, and communication initiatives. Worked with faculty, staff, and students to evaluate new applications and applicability to Indiana University’s communication strategies to include web-based communities, social networking sites, blogs and other interactive web applications. Formulized and managed project development from conception to implementation including analysis, idea generation, concept development and approval, and execution. Served as project manager to assist colleagues in Enrollment Management and on the campus to plan and organize their communication campaigns and initiatives. Managed and redirected flow of work in response to customer needs. Also recruited, hired, trained, and supervised staff.• Led launch of TargetX School App (Private Facebook Network) and architected process of integrating data back into the CRM.• Led project to redesign WeAreIU.com and integrate with Oracle Eloqua's cloud-based content marketing hub.• Led project to launch new CRM instance used to communicate with parents of enrolled students.• Member of the IU CRM Policy Committee and Sub-Committee.• CRM Data Manager for Indiana University Bloomington.• Architected solutions to integrate marketing technology products with data from the Oracle PeopleSoft Campus Solutions.• Designed data architecture for collecting information used to assess online advertising ROI.• Defined analytics requirements for interactive data visualization for Tableau Dashboards.• Partnered with YouVisit to build the first interactive Virtual Reality (VR) campus tour utilizing Google Cardboard.• Authored new Job Descriptions with HR defining a brand new team, then recruited to fill the positions.

In this role, I provided technical leadership and served as the system expert and administrator for the Hobsons Constituent Relationship Management (CRM), COMPASS Automatic Scholarship Recommendation System, and COMPASS Selective Scholarship Application (SSA) Recommendation System. I also served as the Data Manager for COMPASS . • Provides tactical and strategic reports to business experts to improve recruitment efforts for high-ability prospective students.• Gathered business requirements departments across the campus for Scholarship Recommendation Systems and translated into use cases/system requirements.• Gathered business requirements from internal staff for the CRM.• Developed almost 100 departmental communication plans in the CRM and provided CRM application support.• Worked with business experts to define requirements necessary to implement Hobsons Connect CRM filters, campaigns, reports & data export processes to support daily business processes• Designed & implemented dynamic CRM communication stream to communicate with SSA-eligible admitted students which was instrumental in increasing the number of completed applications by 140% when compared year-over-year while dramatically reducing first-tier support.• Logged product feature requests in JIRA.

In this role, I designed, authored, tested, documented and provided operational/production support for the Hobsons CRM and Compass Scholarship Recommendation System. Monitored system and software application performance and initiated corrective action for problem resolution. I developed documentation and instructed end users in the appropriate use of data and applications. Worked with end users to resolve technical issues with data, reports, and communications. • Learned a new CRM product, departmental requirements, logical database schemas and then implemented the testing and production EMT Connect instances used by the Registrar, Orientation and Financial Aid offices within first 60 days of employment.• Designed, documented and coded the generic technical infrastructure necessary to automatically refresh the CRM database daily from the data warehouse.• Designed & documented the technical and business process to load student recruitment communications and campaigns that were previously sent through other means into the CRM, and then implemented necessary components to load the communications into the CRM.• Designed, documented and implemented the business process and technical infrastructure necessary to submit communication requests to the Operations team and to subsequently export required data to update the student’s master record in PeopleSoft.

In this role, I led the Operations Support and Infrastructure Support teams providing software deployment, software and desktop support, and network engineering/administration. Some accomplishments include:• Designed new processes to reduce time required to move projects through QA and production by establishing and standardizing entrance criteria.• Created a more engaged team environment by instituting an award program to provide incentive and encourage and reward strong performers.

In this role, I led the Worldwide Technical Support organization providing support services for a suite of Business Process Management/SOA/Enterprise Application Integration software components deployed by 150+ customers, including many Fortune 500/Global 100 companies. Served as main point of contact for high-visibility production issues.• Managed team of 30+ Technical Managers, Support Engineers, and Software Engineers responsible for round-the-clock technical support, relationship cultivation, and situation management for 150+ Fortune 500/Global 100 customers, partners, and system integration vendors around the world.• Accountable for $23M in annual support renewal revenue by developing programs, processes, and infrastructure projects to ensure delivery of world-class technical support services.• Established relations with, and handled situation management for, over 120 customers and 30 partners/system integrators in North America, South America, Europe, Japan, Korea, and Australia.• Authored and rolled-out the Extended Product Support Policy for Vitria’s main product line resulting in over $675,000 additional revenue per annum.• Met regularly with high-profile customers during key points in the business lifecycle.• Met regularly with Technical Account Managers to review outstanding issues, product defect fix status, and product enhancement prioritization.• Implemented successful CRM migration to Salesforce.• Using Service Module in Salesforce, designed and implemented Technical Support Dashboard containing real-time reports for key operational metrics for management team to monitor team performance and assist in case management.• Defined schedule priorities and coordinated patch delivery for software maintenance teams in India and China.• Supported Sr. Support Manager initiated projects to integrate WebEx and VMWare into support operations reducing time to incident resolution by half, while lifting customer satisfaction levels.

In this role, I developed and implemented organizational policies with company-wide operational impact. Led organization and mentored other managers on issues where analysis of situations or data required an in-depth knowledge of organizational objectives, as well as an understanding of political environments. Worked on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors.• Coordinated and executed office relocation while serving as the Office Manager for the Dallas office.• Developed and implemented the worldwide support strategy for the company's new main product line.• Implemented an offshore support strategy resulting in reduced cost and improved SLA response.• Created and maintained Customer Engineering Support Operations manual detailing all aspects of service delivery, SLAs and expectations.• Led cross-departmental project to implement application modifications which resulted in a near real-time proactively prioritized list of customer defects.• Improved the 24x7 Support Hotline Answering Service by defining and documenting a detailed process workflow for the Answering Service to follow and implementing both Answering Service and customer feedback loops to ensure continuous improvement.• Established and led implementation of a Frequently Asked Question (FAQ) review project to systematically ensure all FAQs are reviewed in a timely fashion for technical and literary accuracy. • Managed project to add feature to capture customer comments from unsatisfied customers to help management identify areas for improvement.• Created detailed Job Descriptions for existing positions recognized by HR and added Staff and Architect level positions to help ensure senior level engineers had room to grow.

Provided Tier 1, 2, and 3 application and network support for Business Process Management/Middleware/Messaging Bus application users in Development, Testing, and Production environments running UNIX (Solaris, AIX, HP-UX), Windows, and Apple.• Responsible for providing all levels of technical support to experienced developers and consultants for complex Java and C++ applications in development, testing, and production environments.• Regularly worked with Messaging Bus, Access Control Lists, LDAP, Unix Scripts, Software Installation, Configuration, Application and OS Performance Tuning, OS configuration, Process Modeling, Oracle, Informix, MS-SQL, DB2, Remedy, Clarify, HTTPS, FTPS, and SMTP.• Assisted with problem definition, resolution and communication of case status to customers and internal partners.• Researched product issues to duplicate problems and provide support necessary to resolve problems, often delivering temporary code fixes. • Provided phone and email support to resolve customer issues and answer customer questions.• Proactively worked and closed over 1,100 customer cases within the established response time guidelines.• Created many test cases and utilities to assist with troubleshooting.

• Contributing Smalltalk and Java developer assigned to two teams developing client/server applications for the Business Information Technology Systems organization.• Documented all software design in UML using IBM Rational Rose to create Use Case, Class, Sequence, and State Diagrams. Consolidated all UML documentation for the projects and created binders for review process.• Using Smalltalk/VisualWorks, developed both user interfaces and business-logic required to perform credit card validation checks for the main Residential Phone Order system.• Using IBM VisualAge for Java, designed, developed, deployed, and tested several EJBs interfacing with a mainframe.• Developed client-side validation using JSP for many of web pages.• Created Unit Test documentation and provided System and User Acceptance Testing support throughout the SDLC.

Military Occupational Specialty: 63B20 Light Wheel Vehicle Mechanic - Supervised and performed unit maintenance and recovery operations on gasoline and diesel fueled light-wheeled vehicles (prime movers designated as five ton or less and their associated trailers), and associated items- Supervised and performed unit maintenance and recovery operations on track and heavy-wheel vehicles and on material handling equipment. - Supervised unit maintenance on power generation equipment and upkeep of hand and power tools.- Maintained power assisted brake systems, wheel vehicle suspension systems, wheel vehicle wheel/hub assemblies, wheel vehicle mechanical steering systems, wheel vehicle hydraulic steering systems, and wheel vehicle crane/hoist/winch assemblies. - Supervised lower grade soldiers and provides technical guidance to the soldiers in the accomplishment of their duties. Military Education:- Light Wheel Vehicle Mechanic Course, Fort Dix, NJ- Primary Leadership Development Course, Fort Hood, TX