Rich Terry Email and Phone Number

• Support on-premises and cloud applications in production environments by troubleshooting issues, proposing solutions, testing fixes, and migrating solutions.• Perform end-to-end analysis of client IT environments to identify issues in interfaces between applications and coordinate with cross-functional teams in resolving issues.• Provide subject-matter expert (SME) support to root cause analysis (RCA) investigations.• Provide end-user support for applications via training and best practice recommendations, including standard operating procedure document creation.• Perform basic code and script debugging, log review, and configuration updates to resolve issues in production environments.• Document and escalate application bugs to the development team.

• Coordinated with the client’s internal and outsourced Information Technology teams and vendors for data gathering and sustained uptime of network, software, and database services.• Managed and measured the daily workflow and sprints of a 10-member development team using Agile methodology via daily video conferencing sessions, emails, text, and phone calls.• Maintained frequent communication with the client’s program manager, quality assurance, and user acceptance testing teams accordingly to ensure project deliverables are on target.• Participated in weekly management meetings with project stakeholders and provided weekly project status reports to the client.

• Managed the implementation and training of an SQL database-driven software application project; for the purpose of replacing the use of paper with Android-based devices, minimizing human errors, improving production data collection and reporting which contributed to enhancing the quality of operations and maintaining compliance in accordance to hazard analysis and critical control points (HACCP) protocols.• Provided onsite and remote Information Technology consultancy services for new and existing infrastructures including training, project management, and end-user support.

• Planned, scheduled, and executed key stages of enterprise resource planning software (ERP), retail management software (RMS), system and hardware implementations. Assessed each project phase for business implications and monitored progress to meet standards, financial targets, and deadlines.• Implemented solutions that accelerated the bidding process on customer orders and shortened the direct store delivery (DSD) and sales cycle.• Implemented a flexible project management web application for all employees to share and search for information contained in a database. • Managed the work of technical teams. Articulated project goals and scope, translated business needs into technical terms, prepared detailed work breakdown structures, and instilled shared accountability for achieving project milestones.• Created cost-benefit analyses and return on investment assessments used as the foundation for decision-making on proposed IT implementation projects.• Resolved numerous project issues including unforeseen matters, scope creep, divergent business and user needs.• Maintained relationships as team alignment ambassador for the executive team to all departments and staff levels. Proactively explored opportunities to meet the demands of clients to provide the highest level of customer service and quality within budget.• Managed frequent operations including minor facility management, staff training, and the development of standard operating procedures.• Managed server builds and network configurations, including asset management to track IT assets from purchase to disposal.• Collaborated with Accounts Payable and Human Resources departments to maintain the integrity of the human resource and payroll management software (HRMS).• Maintained regular product pricing updates within the product database and retail outlet locations.• Participated in strategic planning and various research efforts for business diversification and new products.

• Instrumental in the delivery of over 1,200 hours of teaching and learning sessions throughthe use of technology nationwide.• Ensured that assigned systems were engineered, configured and optimized for maximumfunctionality and availability.• Implemented solutions that reduced single points of failure and improved system uptime to 90% availability.• Drove enterprise level hardware and software installations, facilitated major system upgrades that improved network access, terminal services, and network performance.• Resolved numerous issues by instituting best practices in system log analysis, backups,network operations center security, user account permissions management, systems andsoftware auditing.