Customer Experience Provider Resume Format in Word Free Download

Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download

Carlie Cross

309 Village Crossing Way Bozeman, Montana 59001

Phone: (406) 219-1230 Email: Carlie.Cross@gmail.com

SUMMARY:               Development lead with experience in application integration, data warehousing, application development, and operations management.  Recognized for exceptional leadership, process improvements, and organization building skills. 10 years of development experience in rapidly growing environments.  Hands on skills working with cloud services.

EDUCATION:           

MSF – Financial Analysis (In progress)

College of Financial Planning, Denver, Colorado

(R, Eclipse, Excel)

BSE in Computer Systems Engineering,

Arizona State University, Tempe, Arizona.

(Java, C++, Object Orientated Development)

EXPERIENCE

RightNow, Cloud Service - Customer Experience Provider,                                    9/2009 – Present

Development DBA

• Principle Boomi Architect and Developer – Moving data between Concur Extracts, NetSuite, Rightnow’s CX, MySQL and MS SQL platforms.
• Part of a three person team responsible for RightNow’s Data Warehouse. Participated in all aspects of the software development lifecycle of the ETL solution leveraging Informatica Powercenter, sourcing data from NetSuite, MySQL, and MSSQL.
• Successfully migrated Data Warehouse to Clustered SQL Server environment and Upgraded Changepoint to 2010 version. Drove product upgrades for Business Objects and Informatica Powercenter.
• Designed and implemented data staging strategy with Informatica Powercenter for NetSuite sourced data using custom ODBC drivers.
• Provided query optimization, custom TSQL scripting and operational support for SQL server environment.

Technical Environment: RightNow CX, Boomi, NetSuite, MySQL, MSSQL Server 2009, Powershell, Business Objects(3.x, 4.0), Changepoint (2009, 2010), Informatica Powercenter ( 8.6, 9.01), Toad, Microsoft SQL Server Management Studio (SMS)

Televerde, Market Research Company,                                           10/2008 – 12/2008

Development Lead of Strategic Business Systems

• Assumed role of Product owner for Intelesight and Intelegility products.  Managed and prioritized over 300 feature requests for products.  Facilitated prioritization with executive team, marketing, and end users to identify features for each sprint.
• Assumed problem resolution responsibilities during second week on the job.
• Acted as ScrumMaster and facilitated Scrum meetings for Intelesight and Intelegility development.  Created sprint backlogs for each sprint.  Facilitated sprint review meetings with training group.  Facilitated Retrospective Meetings
• Sprints delivered Event Recruitment Workflow, Sales Optimization, Seibel and Salesforce Integration
• Implemented Team Test Load Agent for scalability testing.

Technical Environment: .Net 3.5, C#, ASP.Net, ADO.Net, Reporting Services, SQL Server Management Studio, WebForms, JavaScript, DHTML/HTML, XML/XSLT, Visual Studio Team System, and SQL Server 2005

Apollo Group, Parent Company of University of Phoenix                             09/2000 – 08/2008

Development Lead for Operational Automation                                                   12/2007 – 08/2008

• Managed project portfolio for operational automation.  Created project backlog and facilitated prioritization for each sprint.  Facilitated Scrum Meetings and initiated Sprint Backlogs.
• Project – Service Interruption Report – Built a series of web parts to be hosted in SharePoint 2007 that created a workflow for outage summaries for executive review.  The project leveraged user profile customization, Sharepoint Workflow, ADAM and Active Directory groups via LDAP.
• Project - Privileged Access – Consumed reports generated with Bindview to validate access permissions managed in SharePoint workflow.  Automatically created tickets in CA service desk to review accounts without the proper approvals.  The project leveraged user profile customization, Sharepoint Workflow, InfoPath Forms Services, ADAM and Active Directory groups via LDAP.
• Managed TFS source control, build scripts and change management process. 

Technical Environment: .Net 3.0, C#, ASP.Net, ADO.Net, SharePoint 2007, LDAP, ADAM, SQL Server 2005, SQL Server Management Studio, WebForms, JavaScript, D

L/HTML, XML/XSLT, Visual Studio Team System, Bindview, Configuresoft ECM (Change, Configuration and Patch Management), CA Servicedesk

IT Director – Quality Services                                                               09/2006 – 12/2007

• ITIL Process Owner for Release Management and Configuration Management – Averaged 22 releases/week
• Initiated and managed on going project for patch management – brought 2000 servers to compliance within 12 months of project kick off.
• Lead proof of concept project for Symantec I3 monitoring solution evaluation.  Proved that product worked on Windows web farm, Windows SQL server, Oracle and Solaris.  Identified problems with Linux.  Project was completed within 4 weeks and lead to purchase of I3.
• Took over HP Sitescope Implementation after project was running 6 months behind delivery and delivered project within 4 weeks without any additional resources.
• Implemented WSUS patching solution within 2 weeks after support for ECM was terminated and replacement product didn’t meet business needs.
• Took over Symantec Bindview implementation project after project was running 3 months late and had successfully replaced compliance reports within 6 weeks.
• Successfully implemented SharePoint prove of concept which lead to enterprise adoption of SharePoint for Intranet replacing Plumtree Portal.
• Reduced average ticket resolution times from 70 hours to 22 hours while increasing ticket volume by 362% for issues handled by the operation center.  More than 20,000 tickets were closed within the year.
• Responsible for SOX and PCI controls – Regular reviews and remediation plans as well as preparation for Level 1 PCI compliance.
• Directed Operation Center which monitored and resolved issues 24x7x365 for multiple datacenters and more than 150 remote sites.

Technical Environment: Configuresoft  ECM, Symantec Bindview, WSUS, NetIQ, HP SiteScope, BAC, Active Directory, Google Analytics, Sharepoint, Talisma Knowledgebase, Oracle, and SQL Server

IT Manager - Operations                                                                       12/2005 – 09/2006

• Was responsible for monitoring all servers in the datacenters.  Developed knowledgebase with more than 300 articles for repeating problem resolution.  Created a mentoring program to improve skill sets for operation center staff.
• Spearhead the creation of a dedicated release management team.  This included recruitment, process definition and ongoing improvement plans including build scripts, regression tests and production verification.
• Migrated Microsoft Visual SourceSafe repository to TFS source control.
• Consolidated all SQL databases to a single support team.  Saw significant improvement in stabilization of environment within 3 months and a consistent configuration within 9 months.

Technical Environment: ECM, NetIQ, SiteScope, BAC, Active Directory, Google Analytics, NAnt, Sharepoint, Talisma Knowledgebase, Exchange, PL/SQL, and SQL Server

Development Lead for eCampus                                                                        10/2003 – 12/2005

• Managed projects for three customer groups concurrently.  Met with each of those business groups on a weekly basis.  Acting as IT advisor and consultant as new ideas were being considered.  Provided rough estimates for budgeting purposes.
• Provided weekly status summaries for executive staff across the entire environment including new product releases, summary of new issues that occurred during the week, usage reports, problem resolution metrics and updates on longer standing issues.
• Defined long term strategy for architectural requirements including strategies for scalability issues, generic feature sets, and multi-branding.
• Managed Development Team for the eCampus Portal (up to 15 developers)
• Introduced Agile development process to team and customers
• Project – Email Forwarding – Web interface that allowed uses to forward mail to other email account which included confirmation email.
• Project - Faculty Recruitment – Gathered faculty data which was used for accreditation, scheduling, and HR purposes
• Project - Diploma App – Allowed students to apply for graduation
• Project - Axia College – Provided all of the functionally build for University of Phoenix students for the new Axia college students.  Axia College had 80,000 students within the first year.
• Managed the ASP/.Net transition through a refactoring approach rather than an upgrade project.
• Implemented NAnt and NUnit for daily builds.
• Managed Source Control for weekly releases as well as privileges within Visual SourceSafe.

Technical Environment: C#, VB, ASP, ASP.Net, Active Directory, WebForms, JavaScript, DHTML/HTML, XML/XSLT, LDAP, Loadrunner, Topaz, Hitbox, NAnt, NUnit, Enterprise Manager, PL/SQL, and SQL Server

Senior Software Developer                                                                    10/2002 – 10/2003

• Project – Logon Events – reworked logon process to allow confirmations or surveys to be taken before user could get to their homepage.  This greatly improved messaging to student and faculty with an average of 300,000 messages being delivered each week.
• Project - Faculty Distribution Lists – created distribution lists in Active Directory based on college or campus including administrative controls for limiting people who could send to those distribution lists.
• Project - Site Server/Active Directory Migration – refactored existing application to use Active Directory instead of Site server for authentication and authorization.
• Project – Service Interruption Report – a collection of Plumtree portlets that allowed staff to document service outages and management to subscribe to those outage reports.

Technical Environment: C#, VB, ASP, ASP.Net, Active Directory, WebForms, JavaScript, DHTML/HTML, XML/XSLT, Loadrunner, Topaz, Enterprise Manager, PL/SQL, and SQL Server

Software Developer 2                                                                            01/2001 – 10/2002

• Projects – SEOCS, FEOCS, Registration Survey, Demographic Updates, Grade Entry, Outlook Express Configuration

Technical Environment: ASP, VB, C++, Site Server, JavaScript, PL/SQL, and SQL Server

Download Resume Format