Work with the Bank’s global IT infrastructure and application development teams to ensure the stable running of the cash settlement and global foreign exchange business applications. Primarily act as an escalation point of contact to address product supportability and performance issues. Regularly review and analyze services requests and incidents that were raised in order to improve the process and remove reoccurring problems where possible.• Worked with Banking middle-office and bank-office systems for trade support, reconciliation and regulatory reporting• Drove standardization and adoption of operational procedures leading to the successful on-boarding of new applications. • Drove the Bank initiative to provide standard knowledge transfer procedures to new support personnel for the successful repatriation of out-sourced services. • Drove the creation of standard documentation and knowledge repository for infrastructure, configuration, business workflows and support procedures for all global foreign exchange applications.• Manage the Service Level 2 (SL2) production support team working within bank’s ITIL process framework.

The goal was to build out the Lab Services capability in North America to support IBM Rational brand solutions.• Provide implementation services, support, and guidance to continuous delivery uplift initiatives through driving best practices, modernizing platforms, and introducing cloud paradigms to clients. • Focused on improving the overall delivery pipeline by streamlining current practices and adding best of breed tool implementations in place to provide a solid platform for growth to enterprise practices.

Primary role is technical sales focused on expanding the technical & business relationship and penetration within major accounts or region. Responsible for driving the adoption of IBM's Solutions and solving the customer business issues. This is accomplished by uncovering customer pain points, gain keen insight into the customer’s business, customer’s business processes and IT infrastructure/architecture and map IBM's solutions to those pain points. I own all technical aspects of the sales cycle, including the articulation of IBM's competitive positioning and differentiation from the competitive landscape. I will then manage and deliver solution evaluations and demonstrating how the solution meets the stated requirements. Then follow up regularly with the prospective customers and develop independent relationships that are often vital throughout the customer life cycle. I will also assist as needed with responses to RFP’s and RFI’s. IBM Hybrid Cloud Group – Primary areas of technical concentration: Architectural Thinking, Design Thinking, Testing solutions, DevOps methodologies and tools, software collaboration lifecycle management• Cloud Architect responsible for Software-as-a-Service (SAAS) and Platform-as-a-Service (PAAS) solution design• Provide Agile development transformation and solution design consulting• Provide Business process management techniques aligned to DevOps solutions

Specialized in troubleshooting and solving difficult technical problems submitted by our clients. Primary focal point for issues, facilitating the development and communication of action plans and resolution status. Collaborate with internal and external application development teams and Support organizations to ensure timely resolution.Primary responsibilities included problem diagnosis, root cause analysis (RCA), developing incident solutions/workarounds, partnering with peers and application development team for permanent resolutions, utilizing call tracking tools and defect tracking tools.

The IBM Software Accelerated Value Program (AVP) delivers a proactive support service focused on client software adoption and improves time to value. The program pairs clients with one or more members of the AVP team, who build a foundational understanding of the client's overall environment. The Accelerate Value Leader partners with the client to facilitate Rational product adoption and stability ensuring the client see the return on investment. Tailoring of each contract occurs to specifically meet the client's needs by creating a combination of services, including remote or on-site assistance, specific product focus based on the clients annual project plans and any gap the client may have in their internal IT team. Common AVL Role • Work with Support/Sales/Services to ensure that issues are managed properly in-line with the customer's goals and annual project plan. • Promote customer satisfaction and loyalty. • Provide a customized approach to pro-active technical support • Improve customer system reliability and availability. • Act as the clients single point of contact acting as the internal IBM client advocate driving RFE’s, APAR and test scenarios. • Minimize and avoid problems through detailed planning and on-going support. • Enhance and supplement technical expertise of customer personnel • Enhance customer support experience through partnering with the various IBM client programs and account team professionals Typical Tasks Include; Best practice sharing, skill building activities, upgrade planning, problem diagnosis & trouble shooting, basic install and architecture advisement & reporting. Ultimately, AVP allows clients to derive maximum business value from their successfully deployed IBM software with proven, quantifiable results.

Specializing in software development Lifecycle (SDLC) practices and tools. Led multiple engagements to support customer adoption of agile development best practices and IBM DevOps solutions to improve time to value through reduction in development cycle time. Responsibilities included engagement management, developing tool usage models, designing the architecture to support tool implementation, automating deployments and providing mentoring on best practices and tool usage.Responsibilities included providing training, consulting, mentoring and customized solutions to firms implementing IBM Rational configuration management solutions and providing CM processes integrated with total application lifecycle management (ALM).* Installed, configured and administered the IBM Rational ALM products, ClearCase, ClearQuest, ReqPro* Installed and configured CM clients: Windows, Linux, AIX, HPUX, and Solaris* Wrote Configuration management policies and procedures* Wrote and taught customized training for users and administrators* Implemented enterprise change management solutions for Freddie Mac, Fifth Third Bank, and The Home Depot

* Support system requirements definition, operational analysis, operational concept and interface specification for the Trusted Third Party Systems (TTPS) PKI (Public Key Infrastructure). * Provide e-commerce security domain knowledge and act as a subject matter expert for the following areas: PK1, Digital Certificates, Digital Signatures, Trusted Authority and Internet messaging.