Brian P Email & Phone Number

New York, NY, US

• 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

Plano, Texas, US

• 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.
• 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.

Bloomington, Indiana, US

• 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.
• 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.

Bloomington, Indiana, US

• 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.
• 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

Bloomington, Indiana, US

• 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.
• 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.
• 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.
• 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.

• 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.

Menlo Park, California, US

• 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+.
• 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.
• 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.

Menlo Park, California, US

• 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.
• 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.

Menlo Park, California, US

• 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.
• 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.
• 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.

Overland Park, Kansas, US

• 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.

Arlington, Virginia, US

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.

B.B.A. W/Honors, Computer Information Systems & Accounting

Salesforce Administration & Development

A.A., Business Administration