Shaun M. Email and Phone Number

· Develop and maintain security documentation for SaaS products.· Support Azure and other hosted environments.· Assists in developing compliance documentation of business and FedRamp· Participates in facilitating evaluations, installations, and training users on application software.· Perform systems maintenance to update record specifications, setups new trading partners and monitors partners specific trade requirements.· Provides ongoing support of the technical infrastructure including maintaining the stability and security of all production systems.· Analyzes network infrastructure and system performance to provide recommendations for optimized or enhanced solutions.· Monitors network applications and manages communications infrastructure.· Supports and troubleshoots underlying network architecture (hubs, switches, and routers).· Maintains infrastructure at CA & NY locations.· Travels to remote offices for systems installation, analysis, troubleshooting and support.· Identifies, researches, and resolves technical problems pertaining to the desktop and LAN environments.· Provides IT Director with detailed project plans, timelines and costs for all proposed network initiatives.· Designs and maintains enterprise wide Windows server based network including Active Directory.· Designs and maintains user accounts including rights, security and systems groups.· Designs and maintains various Windows servers including but not limited to O365, SQL server 2005 and up, Internet Information Server, Terminal Services and Systems Management Server.· Continually monitors Infor Syteline production systems and maintains the highest level of availability.· Ensures effective use of technology to enable development and growth of the enterprise.· Maintains currency and technical competence with new software and hardware.· Researches, evaluates, and performs R & D on new leading technologies.

Lead for client defects and process enhancements in the performance cloud including Performance Management, Compensation, Succession, Analytics, and Data Integrations. I partnered closely with client leaders, product management, support, and engineering to ensure proper prioritization, direction, and communication across the business. If there was a roadblock, I was the one to connect the dots, forge a game plan, and manage the team forward. Key responsibilities/Achievement's: Serviced upmarket and government client defects for the Performance Management product, driving their biggest and most urgent issues to resolution. Reduced performance cloud defect volume and average age by over 90% by implementing a series of data-driven initiatives to improve cross team collaboration.Collected data and presented KPI frameworks to executive leadership to aid in identifying efficiency opportunities, ultimately leading to a 15% improvement. Owned the customer escalation process, documentation, and support workflows for the Performance Cloud and its downstream consumers. Bridged communication silos with Engineering, Global Product Support, and Product Management to engage and lead discussions with clients and stakeholders to ensure value is delivered.

Effectively fulfilling the product support engineer. Service needs in this role would be classified as Tier 3. I leveraged my ability to learn quickly and quickly gained additional responsibilities as an escalation point for my areas of expertise. This system is a large Financial Core written mostly in C++ and .NET. It operates on a combination of AIX and Windows platforms and leverage's a distributed computing model. It incorporates numerous third-party solutions that cover anything from printing or data warehousing to mobile banking. Working with some talented people I have gained a broad experience supporting this product and its associated interfaces which has made me familiar with all the different languages and tools as a necessity. This includes .NET, IIS, JAVA, SOAP, XML, SQL, and many more. I am not a programmer but I am more than comfortable digging in to the log files and finding root cause. As you may deduce, there are many moving parts to this system so you must be able to visualize this system its sub systems and how all the pieces fit together to go about debugging issues. Often, it will be a process of elimination to zero in on the probable causes. Achievements include:• Recommended for Advancement 2014• Exceeded all metrics in annual review 2013• Owned support for the Cash Machine project which greatly freed up development resource time.• Received 6 “Excellence Awards” with compensation from management and peers for going above and beyond 2014. • Became escalation point for many areas of the system across functional groups• Within 3 years I have mastered how this product integrates with many external systems

Applications Technician-XP2 Core Processing Solution Supporting 300+ sites on Fiserv’s XP/XP2 platform seeking resolution to production support issues. Interface with internal and 3rd party technical teams and in-house customer service personnel to determine the nature of problems, isolate root cause and drive issues to resolution. Service needs in this position bridge the entire gap of technical support from Tier 1 to Tier 2. My area of specialty lies in the 3rd party interfaces which utilize both in-house and external API’s. Products supported include cash dispenser machines, Internet banking, share branching, audio response, OFAC, FINCEN, and many more.Achievements include:• Received rating of Highly Effective for 2012 which is reserved for top 1% of the company due to my ability and willingness to go above and beyond expectations of current position.• Developed a solid working knowledge of the XP2 system within one year and cultivated a very detailed knowledge base of how it synergizes with other products as a complete solution 2011.• As a new employee by XP2 standards I have quickly become a top producer in my department.• Received an Excellence award from management for going above and beyond scope of current role to cultivate a positive client experience on volatile issues. • Gained intimate knowledge of windows server 2003 and 2008 becoming subject matter expert in the area of “batch service processing” this process uses a proprietary private cloud for a variety of processing needs such as statement generation and 3rd party API processing . • .NET, AIX and DB2 troubleshooting• Advanced server 2008 troubleshooting

Responsible for securing, managing and developing existing key accounts and maximizing profit and growth of long-term clients. Analyzing management data and identifying trends and opportunities. Conducting regular business and managing warehouse operations. Attend trade shows such as CES to create warm contacts within the industry. Network at local chamber of commerce events and grow roots to build momentum. Sell, Implement, and Train customers on company products and ERP solution for Ecommerce. Manage escalations forwarded by customer service and management inspiring repeat business.Achievements include:• Developed RMA and testing procedures for AC adapter and batteries- recovering 30% profit from wasted resources• Responsible for product safety inspection and testing new products and suppliers (AC adapters and batteries) • Streamlined operating procedures and help create SOP and policy. Increasing efficiency• Maintained and serviced laptops, desktops and servers for location. Saving cost• Production testing and training of Tradepoint ERP• Leveraged existing contacts and brought in 25k in revenue first month• Represented company as an active member of the chamber of commerce

Outside Sales / Key Advisor (USA) Feb 07 – Feb 10Richmond Intl. Tech- www.drbattery.com Developed brand awareness and improve overall communication between key clients and company. I helped refine SOP such as RMA policy and general marketing strategy for US customers. Helped the company grow and adapt to an ever-changing online marketplace.Contributions of distinction• Key advisor for US operations• Account acquisitions lead for clients in the US• Key advisor for US operations• Developed many key business relationships• Advised on new business and marketing planSALES Manager (USA) Feb. 06-Feb. 07Richmond Intl. Tech-RITSpearheaded this Canadian company’s US sales to record numbers. Feb 2006 sales were trending at about 200k year by the end of 2007 RIT was a 1M company. Accomplishments • Developed and managed inside sales team• Primary facilitator of business for US resellers• Top Performer: 2006 through 2008.• Marketed company brand name across US and Canada• Lead facilitator of communications between company and US resellers.

Sales of converged IP communications. Responsible for meeting daily/weekly/monthly sales quota. Assisted customer in making educated buying decisions. Reinforced company’s advantages and brand value. Wireless, landline, and equipment sales with underlying objective to win the home and reduce churn.

North American Sales DirectorNexen Technology Serving as the rainmaker for sales in the company my contributions directly lead to fast expansion and record numbers. With in 1 year company went from 4 employees to over 15. Achievements of note:• Top Performer• Landed major reseller account laptopparts.com• Architected deal with pcmall.com• Marketed large online retail companies like Newegg, Mwave, and merritline.com

Wireless Communications-Responsible for setting up accounts and expanding business while improving overall customer satisfaction. Job duties include sales and services for new and existing accounts, as well as marketing local and corporate businesses.

Store ManagerIn charge of multiple retail locations Northridge and Van Nuys. Assisted customers through the rental process while ensuring maximum penetration of the companies optional services. Job duties include basic operations and service based sales. Consistently lead 7 employees to exceed sales and service benchmarks.