IT Business Systems Analyst working on SAP Commerce projects, and other IT related programs.

Product Manager for CSM in ServiceNow, responsible for owning the roadmap to build out features and enhancements, along with process optimization. In addition, responsible for implementing the DR API support model in collaboration with business owners and department leads.

Implementation and configuration of the ServiceNow platform. Modules include ITSM, ITOM, and CSM. Manage all aspects of the transition from HP Service Manager to ServiceNow, including numerous integration points such as Active Directory (LDAP).Work with key stakeholders to groom technical requirements, write stories, and assign tasks to development team. Utilize agile best practices within the Atlassian Suite - Jira, Confluence, and Kanban.

Senior Technical Product Manager - working on SmartChannel (SC), a B2B and B2B2C e-commerce platform that engages reseller, distributor, affiliate, development, and channel partners. SC extends the core Digital River Global Commerce platform through APIs, to provide features and functionality geared towards subscription based products. The SC functional areas include account management, channel support, business pricing, order workflow, subscriptions, payments and credit, and user experience.The SC platform is very flexible and can be modified to handle specific B2B business rules. It is integration friendly with a comprehensive RESTful API fleet, and configurable APIs that integrate anywhere: back-office, ERP, CRM, PIM, and other ordering systems. It uses a multiple party construct to manage customers, resellers, distributors, ISVs, and sales people on any transaction and in hierarchy relationships. The SC platform can manage any commerce transaction such as renewals, upsells, usage, quotes, product activations, or registrations. It also aligns to any incentive model to track performance to teams or agents, and compensate partners or channel sales managers for any activity, and fully automate payment processing.

While accumulating over 7 years of full-stack application knowledge, I became the subject matter expert (SME) for all legacy versions of InsiteCommerce (ISC) and their respective customer implementations. I built solid relationships of trust with C-level clients by executing customer success initiatives, and by providing application business analysis, project management, and tech support.The ISC e-commerce platform is a total end to end software solution at the enterprise level for B2B and B2C customers. It features an administration console with integration to enterprise ERPs such as Epicor and Infor. It also integrates to other platforms such as Sitecore CMS and Salesforce CRM via custom integration classes and methods. It includes rapid deploy templates that leverage a full technology stack built on the Microsoft ASP.NET platform.The ISC architecture utilizes programming languages such as C#, TypeScript, and AngularJS with extensible directives, controllers, and views. The parallel use of TypeScript and AngularJS creates a strongly typed, client side JavaScript framework extending the vocabulary of HTML and providing core logic to the platform through widgets. A set of .NET Web APIs for both front end and back end (featuring OData patterns and the Swagger UI) provides developers access to data constructs for e-commerce entities such as Customers, Categories, Products, Pricing, Orders, Billing, Shipping, Promotions, Rules, and Integration Jobs.The platform evolved from a fully hosted e-commerce solution to an on-prem solution leveraging an SDK. It then evolved to a full SaaS model solution, while still maintaining extension points that leverage developer tools such as Microsoft Visual Studio. The SaaS platform allows for seamless periodic engineering upgrades and deploys via a multi layered architecture. The SaaS solution allows ISC to still maintain enhancements and custom code by moving these from the Visual Studio solution into the ISC database.

Key Responsibilities:• Provided in depth technical support, training, and issue resolution for InsiteCommerce (built on the Microsoft ASP.NET platform) to internal/external clients and a network of partners.• Worked in an Agile/Scrum environment utilizing SDLC methodology. Collaborated with engineering and senior developers to deliver monthly software updates via SDK, and to release hot fixes for critical base code bugs.• Responsible for working closely with all clients at every level within an organization to deliver solutions for a variety of e-commerce and website related issues. Also worked with partners to assist in implementations and deployments.• Refined technical trouble-shooting and analysis skills to be able to pinpoint root cause of failure. After completion of technical analysis, created developer and engineering tickets utilizing Zendesk and Jira. Published support articles for bug fixes including workarounds, and published core content articles to drive resolution via the Zendesk help center, minimizing creation of trouble tickets submitted by clients.• Completed developer training courses to enhance core platform knowledge and expertise needed for supporting enterprise level clients.• Installed local sites in IIS and MS SQL Server for enhanced testing and debugging. Wrote custom integration classes and methods in C# to assist customers in creating solutions to complex business problems. Published integration solutions for development partners and end clients.• Worked with Knowledge and Learning to provide end user training and support. Assisted with core content article writing, testing, and proof reading to smooth out the organization and flow of technical information to assist clients and partners.

Provided in-depth technical account management for an assigned group of B2B and B2C clients. Involved in all aspects of each e-commerce project from end to end, leveraging the InsiteCommerce ASP.NET software platform. Managed a team of developer's both in-house and remote. Completed technical implementations, enhancements, extensions, integrations, and SOWs. Also worked closely with engineering on bug fixes and QA/Testing of the software platform. Earned a deep technical understanding of each implementation, especially the integration and extension points implemented from the core platform, by digging into each client's Visual Studio project.In addition, I've always been a very strong client advocate servicing both internal and external clients to the organization. In many cases endured strong blow back on behalf of the client, requiring grit and composure and a strong stance in a fast paced revenue driven environment. The end result is bringing an upset client to a high level of satisfaction and trust in both myself and the Insite Software organization as a whole.

Involved in all aspects of client services and technical support for a variety of enterprise B2B and B2C clients. Services provided included sales, design, development, implementation, integration, deployment, QA, testing, and technical support. Key value propositions included building strong relationships of trust with each client through tenacious hard work and laser focus on delivering high value e-commerce solutions.

Started and managed a web development shop with a graphic artist partner in the northern area of Chicago. Wore all the hats of a small business owner including design and build-out of a storefront office. Responsible for many different tasks from day to day including technical sales and lead generation, web development and website engineering, database development, technical specification and project outline creation. Managed a group of independent contract based developers to execute deliverables against time sensitive projects.In the role of CTO, responsible for website engineering involving database development leveraging technologies such as ASP.NET, MS SQL Server, classic ASP, PHP, MySQL, JavaScript, HTML, and CSS. Also designed and implemented various open source platforms to address and satisfy each client's website and software needs. Also specialized in Content Management System (CMS) development including a flagship enterprise product called WebEditorPlus. This product was built as an online SaaS product using PHP/MySQL that was used for editing traditional HTML (non-database driven) web pages via FTP connections to the client's web server. Also worked on Search Engine Optimization (SEO) for all clients.

Self-employed start up web development business. Involved in all aspects of sales, marketing, development, customer service, and technical support. Built custom content managed websites and database applications. Customized open source PHP/MySQL (WAMP stack) software packages and leveraged platforms such as Magento, OSCommerce, Drupal, Joomla, and Word Press. Worked extensively with graphic designers to create custom HTML/CSS from layered Photoshop files. Also coded a custom CMS from scratch using classic ASP and SQL Server.

Founded the Global Studio IT department and built numerous web applications including shopping carts and content management solutions. Self-taught all web development strategies and techniques, including programming languages, platforms, databases, and web development tools needed to complete each project. Worked directly with clients and graphic designers to build custom web applications for local and remote deployments. Involved in each project end to end, including the late sales stages through to delivering updates for on-going support contracts.

Provided electrical engineering technical support to both distributors and end customers for electric motor drives (speed controllers). Solved technical integration and deploy issues for customers via consultation and research, circuit drawing analysis, and lab testing. Completed technical documentation for a Minarik product comparison chart, which summarized technical research on each product in a cross reference grid to aid customers in selecting products for their application.

Worked for Bently Nevada Corporation which was acquired by GE Oil & Gas. Engineered and supported diagnostic equipment for rotating machinery. The primary application was a communications (comm) processor that was used on high speed shafts spinning at over 50k RPM. These rotating shafts have non-contacting eddy current transducers mounted in the X-Y plane that provide feedback and real time data to the comm processor. The data from the spinning shaft is then analyzed in a predictable manner for fault prevention and maintenance.

Provided technical support working with the SCES Energy Management System (EMS). The primary application of the EMS was for small restaurants such as Taco Bell. The EMS provided automation and control via remote (56k baud modem) connections for monitoring and scheduling of store equipment including steam tables, walk in coolers, walk in freezers, HVAC, and lighting.