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Summary

Progressive information technology professional with extensive experience in technical problem resolution, web applications, business process analysis and business intelligence. Knowledge of all levels of IT support, project management procedures, and IT security practices. Capacity for generating innovative ideas while still evaluating them in terms of their usefulness and economic return.

Core Competencies

LEADERSHIP TECHNOLOGY  INNOVATION
• Technical Product Manager
• Team Technical Lead
• IT Development Strategy
• Capital Project Oversight
• Strategic Enterprise Planning
• Software Engineering
• Systems Integration
• Integration Testing
• Production Support
• Enterprise Content Management
• Business Workflow Design
• Team Collaboration
• Creative Problem Solving
• Custom Middleware
• Repurposing & Customizing
Software

Professional Experience

20132018

Senior Consultant - Business Intelligence - Revenue & Information Management - Marketing & Sales

Union Pacific Railroad, Omaha, NE

Developed automated workflows to resolve work constraints by analyzing business processes including flowcharting, brainstorming and identifying ways to consolidate tasks. Designed and coded 200+ applications with workflows to automate processes resulting in increased efficiency and revenue growth.  Developed business intelligence reporting for commodity flows, market share and revenue.  Administrated content for wiki and web sites in M&S.

  • Upgraded and enhanced business process management system managing $2 billion in new business yielding approximately $15 million of additional revenue annually.
  • Developed system to allow customers to submit weekly rail car release forecasts to pre-plan rail capacity for shipping of ~$500 million in frac sand business.
  • Designed analysis logic to track ~13 million shipments and identify import and export traffic from 50 U.S. ports to create OBI international reporting dashboard.
  • Developed auditing tool to compare 3rd party shipper billing records to UP's shipment records to verify accuracy of charges
  • Created training videos and presentations for new workflow products using Adobe Captivate and Powerpoint, to aid in adoption of changes.
    20072013

    Senior Project Engineer - IT Collaboration Team - Information Technologies

    Union Pacific Railroad, Omaha, NE

    Designed, coded, tested and deployed 50+ enterprise client and web applications for all areas of Union Pacific.  Served as content and system administrator for 10,000+ websites running on IBM Lotus Quickr (IBM equivalent of MS Sharepoint) and Confluence.  Provided 24X7 on call Level 3 support.  Developed and administrated cross-platform integrations using a wide variety of APIs, servlets, web services, JMS and database sync tools.  Performed daily project management tasks, including consultation, project planning, project work logging and oversight of a small offsite contractor team based in India. 

    • Created forecast system used by more than 170 agricultural plants and terminals to request scheduling of trains, totaling ~$400 million in revenue. 
    • Developed and administrated legal case management system used by 200+ attorneys and claim agents to manage 4000 legal cases per year.
    • Designed automated code-counting process for Domino platform, to allow UP to utilize the Domestic Production Tax Deduction.
    • Engineered award-winning real-time photo processing service, which provided an API to convert high resolution photos into thumbnails
    • Constructed legal case export system which gathers hundreds of files into a single ZIP, allowing attorneys to respond to discovery requests.
    • Created customized web app for compliance with Sarbanes-Oxley control act, to efficiently manage the sign-off of ~600 approvals each quarter.
    19982006

    I/S Command Center Senior Analyst - I/S Assistance Center - Information Systems

    Mutual of Omaha, Omaha, NE

    Provided support to 10,000+ employees across all platforms, including PC, mainframe, web and network. Served as 1st stage of problem escalation process. Recorded problem logs, researched change requests, and wrote knowledge base articles.  Developed problem-management applications and served as admin for knowledge, self-help and problem reporting databases.

    • Integrated Proxima Centauri monitoring system with ServiceCenter PM which allowed for monitoring of all critical systems from one console.
    • Collaborated with IS Security on security procedures (CIRT/CISSP)
    • Engaged in 200+ projects to ensure every app had a support process.
    • Improved first call resolution through massive initiative to improve access to tools, improve knowledge search, and improve knowledge content.
    19961998

    Help Desk Customer Advocate - Automation Support Center

    First Union National Bank, Charlotte, NC

    Provided hardware, network and software support for 66,000+ bank employees in 11-state region from national call center.  Assisted users with PC application configuration and installation.  Performed user maintenance and administration of e-mail system.  Participated in testing and reporting of new software products.

    • Developed solutions for Internet and intranet connectivity issues including IP configuration, browser proxy settings and mainframe emulation tools.
    • Diagnosed WAN or server outages and coordinated restoration of service.
    • Developed solutions for dial-in connectivity to enable remote connections 
    19941996

    Support Technician II - Contractor

    First Union National Bank/Computer Age, Inc., Charlotte, NC

    Contracted to provide technical support for First Union National Bank. Assisted tellers and other First Union employees with hardware and software problems.  Utilized network software tools to diagnose and correct wide-area network communications problems.  Maintained and tracked records of service calls and problem reports in a customized database.

    • Instructed tellers and repair technicians on operation and connection of IBM 9585 servers, IBM 3470-series terminals and IBM 3174 controllers
    • Provided how-to / troubleshooting assistance for Argo Bankpro software
    • Diagnosed equipment failures for MICR readers, conveyors, ATMs, etc.

    Education

    19911996

    Bachelor of Science in Computer Science

    Winthrop University, Rock Hill, SC

    Intensive study in artificial intelligence, algorithm analysis, software engineering, hardware architecture, distributed computing and networking.  Minor in Music (MIDI Computer Music)