• Led and developed complex software solutions and updates throughout SDLC, including analyzing business requirements, designing, coding, testing and implementation to address the needs of the global Hardware and Software Support, Sales and Supply Chain teams.* Managed a full stack development of a dynamic, multi-business unit J2EE based web portal on Websphere with integrated, easy-to-use content management serving the Business Intelligence and Analytics (BI&A) community revamping the security applications, reporting infrastructure, and site administration capabilities* Responsible for managing custom ETL to support 5TB DB2 information warehouse for end-to-end automation ensuring availability, usability and integrity of data* Lead developer of a Java EE-based report automation engine, combining all IBM US technical service data to be used in report portfolio that produced over 750,000 reports annually* Key role in providing global reports, Cognos BI dashboards, analytics and business intelligence as an integral part of IBM TSS Global Data and Metrics Team.* Led the solution to handle dissatisfied surveys along with providing survey analysis and reports to increase customer satisfaction rate.* Boosted Customer satisfaction rate by innovating a solution to handle dissatisfied surveys while simultaneously providing survey analysis and reports* Lead database and web interface developer of new custom security model. This project enabled security of individual reports, applications, database objects, profiles and group.* Contributed to increased corporate sales by millions on existing vended solutions while simultaneously securing new sales wins through the implementation of a Cognos BI sales dashboard, which is now being used globally* Collaborated with stakeholders across TSS organization to develop and deliver measurement matrix solution, resulting in savings and increased reporting efficiency

Diligently managed the automation and consolidation of over 10 systems in support of management and operations of the US Remote Technical Support Center. Worked across teams to gather requirements, analyze, plan, develop and implement software design solutions resulting in cost savings, automation, and/or revenue growth. • Created and managed ongoing yearly validation of accesses to Lotus Notes applications, achieving 0.0% audit failures for six successive years• Masterfully led the automation and consolidation of over 10 systems to 1 reliable information warehouse automating data transfers and summarizations and delivering interface for data input and reports• Achieved $20K annual savings for the IBM through enhanced ability to optimize staffing coverage and improved accuracy by 50% as a lead architect and developer of a custom scheduler application

Displayed expertise in managing the entire project life cycle, which reduced call costs for 10-15 technical support centers and increased productivity by redesigning technical support staffing processes and procedures.• Interacted with the IBM internal customers to address the pain points with the support center operations through IT solutions and establish successful working relationships• Increased US hardware and software support team productivity by building Java user friendly desktop and web applications, including call inquiry, screening and notification solution• Designed and developed automation projects which reduced call costs by 30% for all technical support centers

Provided solid technical IT solutions and support to US Hardware call centers.• Credited with President Award for successful development, implementation and support of help desk tracking product that provides issue tracking and project management functions• Increased productivity by 20% by providing tools and processes for over 500 call support staff members and helped the teams achieve their goals and exceed their metrics• Provided input to peers, management and customers for recommendations on alternate solutions/improvements.• Designed and delivered several Lotus Notes applications, helping manage organization's need to collaborate, coordinate, manage, and share information