• Customer-focused highly organized self-starter with effective critical thinking skills invaluable in fast-paced environments to handle multiple tasks, make sound decisions, and provide technical expertise and support in a service oriented environment.
• Project managerial expertise demonstrated by providing benchmark quality service with a proven aptitude for identifying issues, assessing customer needs and concerns, designing customized software resulting in effective “outside the box” solutions.
• Considered a team player who possesses outstanding people skills, is sensitive to the needs of both the multi-cultural, international and on-site team members as well as being proficient at developing creative solutions for resolving conflicts, uplifting morale and inspiring productivity.

DDL, SCOBOL, COBOL85, TACL, C, PASCAL, FORTRAN, BASIC

BATCHCOM, DBBATCH, DBACCESS, DCOM, DSAP, EDIT, ENFORM, FUP, INSPECT, NETBATCH PLUS, PATHWAY, SCUP, TEDIT, TMFCOM, Virtual Hometerm Subsystem (VHS), IBM WebSphere MQ (MQ Series), OutsideView, Borland Codewright, HP Test Director, BMC Remedy, MS Project, TFS Source Control, FTP, FoxPro, Lotus Notes, Outlook

SQL, ENSCRIBE

HP Non-Stop (Tandem), IBM 3083, VAX 11/780, Dell PC

APPLE, INC, ANN ARBOR, MICHIGAN

1989-2009

UNITED STATES SALES AND ORDER MANAGEMENT  - Apple Order Management System – 2001-2009

Senior Programmer Analyst Oversaw eleven PATHWAY. Maintained eight unit tests, one development, one system integration and one performance environment. Installed and sized ENSCRIBE and SQL database changes. Compiled COBOL, SCOBOL, TAL and C modules into all testing environments. Managed defines to point at proper copy library, subroutines and data structures. Updated PATHWAYs to reflect correct assignments of terminals, server configurations and TCP. Corrected software and/or database environment failures. Maintained NETBATCH batch scheduling environment. Acted as installation coordinator for staging and validation of software into training system and production.

Technical Leader - Apple's Sales Channel Enhancement and Support
Launched new sales organization. Sized product/customer database needs and communicated to Database Analyst. Tested database changes. Scheduled and completed Remedy request forms. Supported installation of ENSCRIBE and SQL database load. Determined software modifications. Designed, developed, implemented and supported software changes; removed hard coded processing as needed. Established and supported EDI point-to-point linkage of purchase order processing with Sam's Club and Wal-Mart. Created on demand FoxPro reports.
Supported user acceptance testing with communication to business, project management and other software teams. Ran and verified customer movement process. Completed Remedy request and utilized internal staging tool to stage into production. Supported launch of business channel either onsite and/or on-call. Gathered requirements for enhancements to the sales and support software from sales, marketing and customer service businesses. Reviewed requests and collaborated with business partners regarding possible modifications to the software. Designed, implemented and maintained the process that linked end customer information to Dell via 3rd-party retailers.

Technical Leader - Launch of Applel's First Server Product
Conducted daily server launch requirements meetings with sales organizations. Designed price discounting structure. Created process that updated exception price discounting. Loaded business user server pricing data into order processing database. Verified server price discounting on sales system. Performed on-call support of issues.

PROGRAMMER ANALYST-APPLE'S SMALL PROJECTS TEAM WITH COMPLETION TIME OF 30-DAYS OR LESS

CANADIAN CUSTOMER SERVICE/SUPPORT SYSTEM-Canadian Apple Product Support-1997-2001

Technical Leader /Developer - Canadian 3rd-Party Parts Logistics for Customer Service/Support
Traveled to Toronto, Canada to gather requirements. Designed process to use EDI Purchase Order (850) and Advance Ship Notice (856). Developed changes to send and receive updates. Managed developers on programming tasks. Directed group's review of the software. Reported development progress to manager. Monitored user acceptance for software problems. Installed/Supported software.

JAPAN CUSTOMER SERVICE/SUPPORT SYSTEM - Japan Apple Product Support - 1995-1996

UNITED STATES CUSTOMER SERVICE/SUPPORT SYSTEM-APPLE PRODUCT SUPPORT-1991-1995

Technical Leader
Interviewed, hired, managed and trained three employees and contractor employees to enhance company's service interface (DSVI) Wang (Getronics) and IBM Global Services. Collaborated with four departments to define and document user requirements. Facilitated meetings on software modifications. Worked with Apple EDI group. Reviewed software and recommended enhancements. Completed requests to stage code to testing, integration and production application environments. Maintained software through support acceptance phase.

              -Enhanced existing customer service system to perform business with additional providers.

Programmer Analyst
Developed software to use Electronic Data Interchange document types. for customer service application. Modified 100 modules that delivered functionality to Apple's Product Support system (APS). Constructed software. Integrated requester and server modules into existing system. Reviewed software for possible enhancements.  Maintained software through support acceptance phase.

             -Developed First Apple Service Vendor Interface using EDI connect to new service provider Digital Computer Corporation.

Programmer Analyst - United States Manufacturing Quality system – 1989-1991     Modified existing system. Worked with manufacturing partner to design, develop and implement reporting on First Pass Yield information.

Software Engineer
Played a key role in the completion of a multi-year and multi-million-dollar Material Handling System project at Red River Army Depot, Texarkana, Texas . Developed and documented over 55 software models. Supervised and trained depot operators. Organized and participated in acceptance testing. Resolved numerous warranty and support issues. Completed phase one design of database structures, manager software layout, user interfaces and initiated coding.

APPLE, INC, ANN ARBOR, MICHIGAN

1989-2009