Support Architect Resume Samples

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HC
H Crist
Hosea
Crist
297 Zboncak Cape
Dallas
TX
+1 (555) 699 2781
297 Zboncak Cape
Dallas
TX
Phone
p +1 (555) 699 2781
Experience Experience
07/2016 present
Philadelphia, PA
Sales Support, Solution Architect
Philadelphia, PA
Sales Support, Solution Architect
07/2016 present
Philadelphia, PA
Sales Support, Solution Architect
07/2016 present
  • Assists in developing customer multi-generational plans wrt TCO, life cycle management, privacy & security and phased deployment
  • Provides customers with compelling demos
  • Working knowledge of customers’ technical landscape such as Epic, LIS, voice reporting, PACS, VNA and archival solutions
  • Contributes to the business case development and authors technical components of SOW, RFP / RFI / RFQ
  • Keeps up to date with new technology developments
  • Extensive set of tools to drive your career, such as a personal development budget, training and coaching
  • Healthy work-life balance
06/2011 06/2016
New York, NY
Support Engineer / Architect
New York, NY
Support Engineer / Architect
06/2011 06/2016
New York, NY
Support Engineer / Architect
06/2011 06/2016
  • You are familiar and hands-on with troubleshooting operational and performance issues, root cause analysis, performance optimization
  • You’ve worked on SAP NetWeaver PI/PO 7.1, 7.3 & 7.4 Java based and Dual Stack systems
  • You are familiar with SAP Solution Manager
  • You have performed cloud integration using PI/PO/HCI with on cloud systems like Successfactors, Cloud for Customers and Ariba
  • You have performed at least one end to end PI to PO migration project
  • Interface design and development in PI/PO
  • Willingness to travel worldwide for customer engagements
05/2007 12/2010
Philadelphia, PA
Support Architect
Philadelphia, PA
Support Architect
05/2007 12/2010
Philadelphia, PA
Support Architect
05/2007 12/2010
  • Contributes to and influences business strategy by providing strategic feedback, decision and insight to executive management
  • Own trainings and workshops
  • Establishing a value based and focused engagement plan aligned to the business goads the customer has
  • Provide extended coverage
  • Work as functional expert in de-escalation and war rooms
  • 4) Further Career Development Tasks
  • Improve Documentation
Education Education
Bachelor’s Degree in Computer Science
Bachelor’s Degree in Computer Science
Rowan University
Bachelor’s Degree in Computer Science
Skills Skills
  • Excellent customer / escalation management skills
  • Solid understanding of SAP products, technology, Support strategy and portfolio
  • Strong and broad Architect level understanding of SAP solutions and NetWeaver technology
  • Strong team player attitude
  • Strong stakeholder management skills
  • Proven ability to work well in a virtual and/or remote team environment
  • Clear and effective communication skills
  • Commitment to- and active participation in continuous improvement for SAP and for customer
  • Fluency in English
  • Project management experience incl hands-on planning and tracking
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15 Support Architect resume templates

1

Senior Solution Architect Business Support Solutions Resume Examples & Samples

  • Responsible for analyzing, designing and developing commercially viable end-to-end technical solution for the customers based on their specifications and business needs
  • Responsible for short and long-term profitable business for Ericsson by being part of the engagement team to translate the customer needs, and technology opportunities into detailed technical offering, solutions and proposals
  • Accountable for customer-centric offerings, including re-use, based on complete Ericsson portfolio and 3PP
  • Customer Workshops, presentations and dialogs
  • Manage technical solution teams
  • Propose suitable 3PP with requirements for solution
  • Provide input into technical resource requirements
  • Responsible for the requirement management and change control during implementation
  • To make sure solution readiness including coordination of product customization and customer adaptation
  • Partner management from technical and business perspective. Make sure partner’s product or deliverable on time and meet solution requirements
  • Product Lifecycle Management (PLCM) of regional customer solutions and regionally sourced 3PP
  • Experience of Charging, Activation and Mediation
  • Extensive BSS operational experience in consulting or similar role either in telecom vendor, IT vendor, operator or consulting firm
  • A change management profile, track record from building a practice based knowledge organization where building people, skills and capabilities are central
  • Have a proven track record as e2e Solution Architect Project Accountable in at least 3 complex BSS and Delivery Implementations from start to finish
  • At least 7 years of experience in interaction with senior IT managers and C-level executives and facilitating clients in IT management settings for Business Support Solutions
  • Expertise in BSS business processes, frameworks and methodology, technical platform, applications and software
  • Experience and in depth understanding on the management and execution of projects for application development and migration for legacy IT system in Business Support Solutions
  • Drive sales at C-level by providing extensive experience and knowledge of customer operational setup and processes combined with understanding of technology use and the business impact in direct discussions with customers
  • ICT Market Landscape and business environment i.e. main customer challenges and pain points, major competitors and their value propositions
  • LI-MA1
2

Database Architect & Application Support Resume Examples & Samples

  • Resourceful, responsible, flexible, able to work unsupervised and dedicated to quality of work
  • Skilled in Linux/Unix, Windows (LUW), z/OS, Mainframe
  • Proven DB2 replication setup and administration experience
  • Replication strategies - SQL Replication, Q-Rep, CDC, Event Publishing
  • Knowledge of MQ in setting up Queues for Replication
  • Knowledge of Teradata
  • Perform Root Cause Analysis for outages/incidents
  • Participate in new software/tools POCs
  • Support High Availability & Disaster Recovery Solutions
  • Experience with other RDBM systems such as SQL Server, MySQL and MSSQL
  • Experience with open source ETL and DB tools
  • Experience with Data Transformation Tools
  • Very good communication skills. Ability to tailor communication style to different audiences, and to exercise good judgment in frequency and nature of communications to different parties (team members, stakeholders, senior management etc.)
3

Solution Architect to Business Support Systems Resume Examples & Samples

  • Scope, define & design end-to-end solution offerings within BSS / Service-To-Cash (S2C) - driving technical solutions (for operator customers)
  • Support deployment of solutions in area of BSS / Service-To-Cash
  • Good Communication skills (Spanish language is a plus, though not a must)
  • Virtual Teams Experience and openness to work in such teams (the person could be placed globally)
  • Knowledge of Ericsson offerings is an advantage, though not a must
  • From three years of experience as a Solution Architect (including and preferrably Service-to-Cash)
  • Experience in telecommunications operator environment (project deployment, implementation, integration, development of solutions, OSS / BSS)
4

Solution Architect Business Support Systems Resume Examples & Samples

  • Drives end-to-end technical solution engagements
  • Design customer adaptations
  • Handshake solution with internal and external stakeholders
  • In project delivery phase, manage and coordinate the following solution delivery activities
  • Responsible for communication with external customer. Analyze and scope customer requirements and provide baseline of requirements
  • Responsible for solution High-level design/low-level design based on the requirement baseline
  • Monitor onsite integration activities, such as installation, testing, trouble shooting and acceptance test to ensure the quality
  • Expertise in CRM mainly Microsoft Dynamics, but proven experience in Siebel, SAP, ORACLE, Salesforce is qualifying
  • French Speaking Manadatory
  • Ability to work with uncertainties and to quickly adapt to changing requirements
  • Ability to quickly learn new technology areas or do research on detailed technical topics
  • Ability to show technical competence and handle difficult questions in front of customer technical staff
  • Business case experience and analytical mindset
  • Communicates effectively with leadership and team members to define project scope of work and outputs and phased approaches to achieving client's business objectives
  • MA or BA degree in CS, EE, or a related field
  • Executing, prioritizing & coordinating practice engagements utilizing the preferred engagement model
  • Cultural Awareness, strong cultural awareness and excellent language skills to enable communication throughout the organization
5

Senior IT Application Support Architect Resume Examples & Samples

  • Participate in architecture and technical development discussions with the delivery team on large, complex projects to achieve key business objectives
  • Manage the technical infrastructure components in support of our application delivery teams
  • Manage the technical components of deploying code throughout our environments
  • Act as the liaison and build relationships with infrastructure, application enablement, developers and project management teams within UnitedHealth Group
  • Develop strategies to improve software development life cycle and governance processes
  • Involvement with senior management, supplying key input for architecture design decisions, as well as, work estimation and resource planning
  • Opportunity to engage in DevOps and Agile Scrum adoption
  • Undergraduate degree or equivalent years of experience
  • 5+ years of experience with the Software Development Life Cycle
  • 5+ years of experience in Pega and or .NET development
  • Knowledge of ITIL framework and Agile Scrum methodology
  • Must be eligible for NAC Security Clearance (U.S. Citizen)
  • Willingness to understand disparate technologies and platform
  • United States Citizenship
  • Ability to obtain favorable adjudication following submission of Department of Defense eQuip Form SF86
  • Self - motivated with the ability to work both independently and in a team environment
  • Solid organizational skills, focus on accuracy and attention to detail
  • Excellent analytical, problem solving and troubleshooting abilities
  • Experience with Pega 6.x or higher
  • Experience with Microsoft.NET C# using .NET Framework 3.5 or higher
  • Experience with Oracle and MSSQL Server database technologies
  • Experience with Visual Studio 2012 or higher, using Subversion and/or Team Foundation Server
6

SAP Site Support Architect Resume Examples & Samples

  • Support Enterprise generated requirements in the form of problem/trouble tickets and/or change requests creation, review, refinement and submission for all increments of the deployed sollution
  • Support the continued stabilization and enhancement of Increment 1 and 2 across the Enterprise by maximizing the usage of the deployed functionality as it pertains to each of the individual sites and their unique business processes
  • Assist with and provide BPR for all functionality that has been deployed and applied to all JMC business processes
  • Provide the Enterprise personnel with education and training of the Army ERP’s to maximize the use of the deployed functionality and meet the goal of the becoming self-sufficient
  • Assist with data cleansing, migration and quality monitoring efforts
  • Assist with RICEFW development, refinement to provide managers and leaders with real-time/near real-time information from the AMC Enterprise ERP’s
  • Assist with KPI development, refinement and monitoring using all available ERP tools provided
  • Assist with requirements determination, refinement for Increment 3 or future increments
  • Provide support for future increments Requirements Determination Workshops (RDWs), solution design and development
  • Assist with requirements determination for GCSS-Army and other Army ERP’s for future increments
  • Provide support to the Material Master Cell for on-going master data cleansing and integration between LMP and AESIP
  • Provide advice and support on organizational changes that may be needed to align the clients HQ and sites with the Army ERP’s
  • JMC LMP SAP instance (to include EWM and CAMS)
  • Government (DoD Ammunition)
  • ERP/SALE Army Ammunition
  • Army Ammunition (National and/or Tactical)
  • JMC (All JMC LMP deployed sites)
  • Knowledge/Understanding of JMC Ammunition Business Processes
  • JMC LMP transactional expertise in Manufacturing / Inventory Management Warehouse Management (IMWM) / Sales and Distribution (SAD)
  • JMC LMP Increment 1 & 2 and future deployed capabilities
  • JMC LMP CAMS/Ammo AIT
7

Support Architect Resume Examples & Samples

  • Named Customer Engagements
  • Drive improvement and simplify the access to SAP Enterprise Support and Preferred Care offerings (ES Academy content, support assets, and delivery of own area of expertise)
  • Ownership of a key topic within the SAP Enterprise Support and Preferred Care program, as functional lead (e.g Global Topic Owner, etc.) of at least one strategic customer facing functional area (e.g. ES Value Maps, customer programs) and/or become global functional expert of one or several solution components (e.g. SFSF LMS, SFSF EC)
  • Ownership of content and quality for functional expert web assessments and certifications
  • Coordinate and drive training/up-skilling, as required, on functional area of expertise
  • Act as sponsor if applicable and drive strategic Preferred Care and Enterprise Support program and asset development, as well as innovation developments. This can be done by actively driving certain areas of functional content programs, e.g. SAP Enterprise Support Advisory Council or strategic customer programs launched by the ES & Preferred Care management
  • Identify and drive the delivery efficiency of SAP Enterprise Support and Preferred Care by seeking improvement opportunities that will enhance its consumption by customers
  • Drive as an Expert, advocate, coach and empower colleagues proactively on your area of functional expertise within team meetings, events, boot camps, Advisory clinics, quality assurance activities etc
  • Manage the liaison to SAP ES Academy and product support to drive the future development of scalable knowledge assets, with particular focus to seek opportunities & provide feedback that will improve & trigger further development in this area
  • Proactively identify delivery gaps &/or show-stoppers and explore proposals for a possible solution within your functional expert area
  • Anticipate customer business needs and define appropriate solutions where the delivery of functional support to SAP customers is not meeting efficiency and success expectations
  • Act as global contact person and trusted expert to drive customer empowerment session(s), e.g. delivering MTEs, etc
  • Participate as speaker and trusted expert on events (virtual/onsite) where opportunities and business needs are given
  • Drive global standards (delivery, empowerment, presentations) within your functional area
  • Drive SAP Enterprise Support program innovation through sponsoring, leading global/cross-functional and large scale or high risk SAP strategic projects
  • Manage the project through its lifecycle according to project management methodology and practices, providing leadership to cross-functional teams to ensure successful delivery of defined outcome on time and according to quality criteria
  • Define and execute project charter in alignment with project sponsor, project initiation and planning activities to deliver on objectives
  • Evaluate complex situations accurately and identify viable solutions that create a successful outcome
  • Proactively identify changes in scope and ensure that appropriate measures are taken with relevant stakeholders to reassess and update the scope requirements and project charter
  • Proactively manage project internal and external stakeholder satisfaction and communication as well as leading the project team
  • Identify critical issues and potential risks, define and implement strategies for mitigation in alignment with project Sponsor
  • As Sponsor, define and sign-off project charter, support project manager with key stakeholder management, communication and achievement of project deliverables
  • Internal Collaboration and Reporting
  • Country/Regional Customer Manager substitute
  • Perform SAP GSS MCS/MCC lead functions/ duties
  • Key-stakeholder/executive reporting
  • Provide engagement and value reporting (e.g. Value Map objective achieved) where applicable
  • Lead Mentor for senior colleagues
  • Cascade strategy/explain objectives of team and/or functional area across global and virtual teams
  • Proactively provide feedback in a timely and constructive manner
  • Responsibility to implement and to ensure the introduction, working, and optimizing of internal processes within the team and/or the global SAC organization
  • Organization and ES/Preferred Care ambassador externally & internally -in close alignment and collaboration with other LoBs
  • Minimum 7 years of professional experience in a service & support role or related area, including 2+ years in a Senior Support account management function
  • Demonstrated customer-focused experience, including on-site customer management
  • 5+ years of experience with SAP Solutions
  • Project Management experience needed
  • Experience with support systems, message handling and remote communication tools
  • Strong IT/Software industry background is an advantage
  • Problem Resolution: ability to effectively resolve or drive resolution for complex problems that require the creation of new and innovative approaches
  • Good understanding of customer solutions in order to understand product development needs and drive innovation and improvements with SAP stakeholders
  • Very good understanding of the SAP technology (including Cloud, S/4HANA) and understanding of SAP Business Suite (Application)
  • Very good understanding of GSS tools (e.g. SAP Solution Manager, Cloud offerings) and ability to present and explain strategy and demonstrate capabilities to customers
  • Very good understanding of the SAP Service and Support portfolio offerings and ability to communicate value proposition to the customer’s c-level
  • Demonstrated Project Management experience in managing projects to successful completion on target
8

Support Engineer / Architect Resume Examples & Samples

  • Onsite and Remote delivery of technical services for customers using SAP PI/PO/HCI Technologies
  • Strong knowledge of Middleware protocols and processes
  • Knowledge of SAP proprietary integration technologies such as IDoc/ALE and ABAP/Java Proxy
  • Knowledge of industry standard integration protocols such as SOAP, OData, REST
  • Understanding of industry standard BPMON to support customers implementing SAP Process Orchestration
  • Interface design and development in PI/PO
  • Successful project implementation experience which includes PI to PO Migration and cloud integration projects
  • Willingness to travel worldwide for customer engagements
  • You have 6+ years’ experience in the areas of PI/PO Design and operations & maintenance of SAP Landscape
  • You have performed at least one end to end PI to PO migration project
  • You have performed cloud integration using PI/PO/HCI with on cloud systems like Successfactors, Cloud for Customers and Ariba
  • You are familiar and hands-on with troubleshooting operational and performance issues, root cause analysis, performance optimization
  • You’ve done system monitoring using SAP tools, Wily Introscope, application tracing, thread dump analysis, security optimizations
  • You have experience in creating custom modules
  • You have experience in JAVA, XSLT, ABAP and Graphical Mapping
  • You’ve worked on SAP NetWeaver PI/PO 7.1, 7.3 & 7.4 Java based and Dual Stack systems
  • You are familiar with SAP Solution Manager
  • You have deep technology and architecture knowledge of SAP Netweaver, Databases, OS
9

Support Engineer / Architect SAP Netweaver Resume Examples & Samples

  • You have a Bachelor’s degree in Engineering / Technology with 70% marks
  • You’ve basic programming skills in any language e.g. ABAP, JAVA, C, C++, SQL
  • You have deep technology and architecture knowledge of SAP NetWeaver, Database, OS, SAP HANA
10

Support Architect Resume Examples & Samples

  • Understand the customer's solution landscape and business processes
  • Be the technical Go-To-Person representing SAP on any SAP related queries/ topics
  • Acquire the role of a trusted SAP advisor inside the customer organization
  • Create detailed engagement and service plans and drive their execution to successful outcome
  • Conceptualize, execute and track projects that are in line with DBS framework and Premium Engagement charter with customer
  • Coordinate involvement of SAP Support resources onsite and in the back office
  • Identify top issues, define action plan accordingly and drive the resolution process
  • Report to management and executive level internally and with customer
  • Travel requirement at least 50%
  • Premium Engagement contractual compliance
  • SAP Technology / Basis experience preferred
  • A Consulting, Support or Development background with customer focus
  • 10-15+ yrs over all experience out of which 8+yrs customer facing experience in SAP Technology or SAP applications
  • Excellent customer / escalation management skills
  • Proven stakeholder management skills on project and senior management level
  • Strong and broad Architect level understanding of SAP solutions and NetWeaver technology
  • Should still be a hands-on SAP product consultant
  • Project management experience incl hands-on planning and tracking
  • Proven ability to work well in a virtual and/or remote team environment
  • Clear, constructive and supportive style of communication
  • Commitment to- and active participation in continuous improvement for SAP and for customer
11

Aris Enterprise Architect Tool Support Resume Examples & Samples

  • Bachelor's degree in healthcare, healthcare related field or Computer Science; Master's in above area is a plus
  • 3-5 years working with a wide variety of Enterprise Architecture Tools other than ARIS (like IBM Rational software Architect, Troux or Sparx)
  • Experience using Software AG Enterprise Architecture Tool ARIS
  • 1-2 years conducting analysis as part of an EA program
  • EA Tool expert with experience using multiple Enterprise Architecture tools (e.g. ARIS, Troux, IBM Rational Software Architect or Sparx)
  • Experience conducting EA analysis (which will be on behalf of the Enterprise Architecture Division and Centers for Medicare and Medicaid Services/CMS.)
  • The EA tool expert will need to have the following skills
12

Enterprise Architect / Tool Support Resume Examples & Samples

  • Bachelor's degree in Health Care Administration, health-related field or Computer Science; Master's Degree in Health Care Administration or Health Information Technology is a plus
  • Three (3) years of professional work experience to include one to two years of conducting analysis as part of an EA program
  • Experience using multiple Enterprise Architecture tools (e.g. Troux, IBM Rational Software Architect, Sparx or ARIS)
  • Experience conducting EA analysis on behalf of the Division of Enterprise Architecture
  • Technical knowledge of importing and exporting data to and from EA tools, SharePoint and common desktop tools
  • Experience developing and configuring SharePoint forms considered a major plus
  • Experience with database development and management
  • Report development experience using common reporting tools, linking visual diagrams to data stores, and generating visual diagrams for data sets
  • Extensive practical experience and applied knowledge in EA development practices, core principles and best practices in accordance with OMB guidance
  • Facility with handling manual batch imports and exports as well as scripting and simple automation techniques
  • Ability to pass a government background investigation which requires US Citizenship or Permanent Residency
13

Support Architect Resume Examples & Samples

  • Significant experience of growing Premium Engagements and generating upsell opportunities or develop new areas for Premium Engagement to be utilised to ensure customer success and innovation
  • Experience in strategic planning and / or evaluating new business development opportunities
  • Experience working in virtual teams
  • 3-5 years of SAP experience. Experience in Cloud in the B2B environment
  • Advanced understanding of SAP, its products and solutions, partners, markets and competition. Strong knowledge of best business practices and financial analysis
  • Record of building strong relationships within SAP Digital Business Services to drive in-engagement selling post sales and content support for net new opportunities and renewals
  • Business development, transformation and account planning skills
  • Understanding of DBS services portfolio with particular focus on PE offering
  • Strategic and value driven thinking
  • Account management, Value management, Business Development and portfolio knowledge
14

Support Architect for SAP Solution Manager Resume Examples & Samples

  • Design and implementation of SAP software running OnPremise as well as in the SAP SaaS Cloud
  • Deep knowledge regarding SAP product portfolio deployed OnPremise as well as in the SAP Cloud
  • Basis knowledge regarding Monitoring, Alerting, Root-Cause Analysis and Predictive Analytics
  • Deep knowledge in different programming languages e.g. ABAP, Java and HTML5/SAPUI5
  • Customer orientation (listen to customers to understand what they need)
  • Strong design capabilities (translate customer demands in concrete development requirements)
  • Strong development skills (implementation of OnPremise and SAP Cloud applications)
  • Strong track record in SAP centric development expertise
  • Strong design skills to translate concrete customer needs in requirements
15

Solutions Architect Support for Servicenow Resume Examples & Samples

  • Applies innovative technology to business processes in order to develop new solutions and troubleshoot issues
  • Consults with business analyst/project manager to develop appropriate technical solutions
  • Advises on options, risk and impacts on business processes and technical architecture
  • Communicates technical problems and solutions to both technical and non-technical audiences
  • Provide hands on assistance with the detailed design and implementation phases of select engagements
  • Demonstrate technical leadership on engagements with customers and partners
  • Assist delivery teams with resolving critical path technical issues, challenges
  • Understanding of client side and server side scripting - business rules, script actions, script includes, etc
  • Experience with Incident, Problem, Change, Service Catalog, Request, Asset, CMDB, SLAs and Release Management Knowledge
  • Experience with integration with multiple LDAP, SSO, SCCM, and other Infrastructure tools
  • Knowledge of client and server APIs (ex. GlideDialogWindow, GlideForm, GlideAggregate, GlideRecord, etc.)
  • Experience of web based development languages; specifically JavaScript, Ajax, HTML, CSS, XML, and ServiceNow API's, Web Services
  • 3+ years of experience working with ServiceNow
  • Knowledge with the ServiceNow platform suite and architecture baseline
  • Knowledge of ServiceNow Discovery, Service Watch, Orchestration and Performance Analytics
  • Understanding of ServiceNow Data Model
  • ServiceNow Certified Implementation Specialist certification
16

Deal Architect Support Resume Examples & Samples

  • The role holder will normally work under the supervision of the Senior Deal Architect or Deal Architect
  • He/she supports the development of specific business opportunities, or sub sections of larger deals, in Solutions/Outsourcing, in bringing the proposition together or negotiating contract terms and pricing
  • This may require the qualification and subsequent development of business opportunities in direct consultation with the customer, and in turn the establishment and maintenance of close working relationships with the account team who act as the direct channel to market. Once the opportunity has been developed sufficiently to enter into a bid cycle, the role holder will support the creation of the commercial proposition and, through engagement of the wider bid team, support the development of the overall service proposition which may include networks, products, systems, service, business processes and people. The proposition will be articulated as closely as possible to the clients' language and terminology, and developed with commercial integrity and delivery credentials
  • This is generally an 'introductory' role and may be a natural step for people moving from a Bid, Contract or Commercial Management background into Deal Architecture
  • Dependent on experience, the role holder perform some of the bid management functions in the bid
  • Once an opportunity has been developed sufficiently to enter into a bid cycle
  • To provide advice and guidance to the bid team
  • To obtain all relevant inputs and provide leadership to the wider bid team in the specific business opportunities and sub-sections of a bid he/she owns
  • To ensure commercial integrity and solution delivery assumptions are sound
  • To work with all relevant groups to develop the final contract in readiness for hand-over to the Contract/Business Management team
  • Business/management job experience or qualification
  • Negotiator able to quickly build effective relationships, with senior, key influential external decision-makers
  • Creative approach to deals
  • Able to develop the commercial case and steer the deal negotiations to deliver win-win benefits over the contract term for BT and the customer
17

Support Architect Resume Examples & Samples

  • Define and deliver SAP innovation strategy for complex, global customers
  • Engaged and acting as part of the global engagements across all maintenance levels and service offerings including ActiveEmbedded, MaxAttention & Preferred Care, in line with the ES Judging Decision
  • Promote and translate engagement outcomes into customer language to increase perceived value across IT/LoB
  • Will be expected to support Maintenance at Risk customer and assist the PE sales team on engagements with potential upsell to PE or PC
  • “Customer facing owner” of all aspects of the customers “Support Need” and main channel into the Global SAP support backbone
  • Increase SAP support visibility, understanding and value realisation into assigned engagements
  • Define clear goal based engagement objectives with the customer including: scope, entry/exit criteria and success measures as applicable
  • Align with the wider DBS engaged team to deliver the engagement to the agreed objectives
  • Deliver regular (monthly) onsite customer engagement status review meetings and Quarterly Reviews with more senior stakeholders in line with customer Judging Decision
  • Identify potential PE & Preferred Care upsell opportunities and support the upsell by triggering PE & Preferred Care sales process
  • Clear and effective communication skills
  • Broad understanding of SAP’s DBS strategy 2020
  • High drive for success and motivation to achieve results while focusing on perceived value
  • Strong team player attitude
  • Solid understanding of SAP products, technology, Support strategy and portfolio
  • Willingness to travel for work
  • Knowledge of the SAP Enterprise Support, Preferred Care and Premium Engagement offerings
  • Experience in managing difficult customer situations
  • History of managing customer relations
  • Min. 2+ years’ experience in SAP DBS
  • 50-80 % (within Market unit)
18

Technology Architect Support Engineer Resume Examples & Samples

  • 6+ years’ Linux Red Hat experience
  • 6+ years Experience serving as a Technical SME on large projects, preferably DoD
  • Bachelors or Masters in Information Technology or related field or equivalent experience
  • Strong knowledge of networking technology including, switches, firewalls, and routers
  • Experience with cloud technologies (both on premise/off premise)
  • Experience managing HBSS, ACAS and other DoD or US Government Enterprise Security solutions
  • Familiarity with DoD and Army policies and procedures
  • Hands-on experience with RHEL6/7 systems administration
  • Must be comfortable working in command line mode
  • Active DoD security clearance
  • The ability to multi-task and work independently or as part of a team depending on the project
  • Ability to take initiative and lead tasks
  • Strong client relationship skills
19

Business Solutions Architect Sales Support Resume Examples & Samples

  • Develops and implements relevant processes and tools for a given territory/region/service line to support decisions and sales growth
  • Contributes to an environment that facilitates sales professional creation of sales enablers and fulfillment of proposals in an efficient manner
  • Supports the yearly Account Plans process
  • Builds assets, differentiators, and processes to support cross-selling
  • Acts as a liaison with other functions to deliver relevant collateral to Business Development Executives and Account Leaders
  • Develops an environment and processes which enhances sharing across the sales community
  • Proactively identifies opportunities for improvement or enhancements in sales functions and customer service
  • Proactively modifies necessary processes and procedures to reflect customer and market needs and continuously exceed customer expectations in a timely manner
  • Develops and implements management decision tools, and manages territory/region business development pipeline and opportunities
  • Provides regular pipeline reporting and revenue forecasting to inform strategic planning and decisions
  • Secures alignment to the DEEPR process and ensures use of enablement tools to facilitate selling excellence
  • Oversees the development and maintenance of a well-organized filing system to permit easy reference and rapid retrieval of information
  • Demonstrated passion and ability to resolve complex issues and promote a result-focused, customer-centric culture
  • Highly structured and process oriented with strong commitment to quality and timelines
  • Proven track record in successfully and efficiently delivering complex projects
  • Verified excellence in analytical skills, ability to read, and understands and analyzes data to provide valuable insights
  • Confirmed ability to leverage network of inside and outside contacts to increase influence and to skillfully navigate complex situations
20

Technical Support Architect Resume Examples & Samples

  • At least 2 years technical support experience
  • Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Experience communicating complex customer issues to development teams
  • Excellent organisational, written and oral communication skills - You must be able to convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
  • A strong sense of urgency and flexibility
  • Good working knowledge of SQL, Excel, data analytics technologies, experience with APIs and relational databases, and a proven ability to learn new technologies quickly
  • Understanding of how to use analytics to decipher, visualise, and share data about their customers and business. Experience developing custom dashboards and reports in a BI tool
  • Ability to empower end-users to support themselves using our knowledge base
  • An appreciation for easy to use, intuitive software
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Enjoy presenting ideas and solutions - showcase high energy, enthusiasm and positivity
  • Work effectively as a member of a cross-functional team (internal & external)
  • Willingness to travel as needed
  • Flexibility to work into the early evenings and pre-scheduled weekend shifts
  • A desire to learn, master and teach
  • Awesome sense of humour
  • At least two years experience in a customer facing yet technical role
  • Ability to articulate complex topics to novice or technical audience
  • Basic understanding of how SaaS integrations work
  • GoodData/Insights or other BI platform experience
  • Network troubleshooting / HTTP protocol, DNS, SSL
  • Expertise with RESTful APIs and data interchange formats such as JSON, XML
  • Familiarity with various authentication and identity management solutions such as SAML, Active Directory, JWT
  • Knowledge of common help-desk and ticketing solutions...maybe Zendesk
  • Bi-lingual - Spanish
21

Support Architect Resume Examples & Samples

  • De-escalation of highly complex critical customer situations
  • Manages production down situations
  • Manages customer war rooms
  • Manages critical situations across several escalated customers (e.g. Situations Rooms, Mission Control Center (MCC))
  • 1)Own and drive de-escalations of highly complex and larger critical customer situations
  • Bring customer’s business to normal operations as soon as possible
  • Coordinate all de-escalation activities with all involved external and SAP internal parties
  • Perform onsite or remote assessment to gain transparency on the (top) issues and business impact as starting point of all further actions to de-escalate the critical customer situation
  • Define escalation scope, de-escalation strategy and exit criteria’s for escalation closure Create action plan and drive it’s execution to de-escalate the critical customer situation
  • Drive root cause analysis and tracks issue resolution for each technical issue
  • Provide leadership and guidance for broader and interdisciplinary teams
  • Has profound project management skills and experience with implementation projects
  • Representing SAP as a company and its interests at the customer, partner and other vendors
  • 2)Is responsible for external (customer, partner) and SAP internal stakeholder management
  • Manage customer expectations and coordinate with SAP’s responsibilities
  • Is the SAP single-point-of-contact for the customer, partner and SAP’s senior management for all matters with regard to the agreed escalation scope
  • Inform and involve all relevant SAP internal parties
  • Own the communication relationship between the customer’s and SAP organization (within escalation scope)
  • Set up neutral and continuous reporting based on the Global Mission Critical Support (MCS) reporting guidelines
  • Document and distribute all relevant findings, actions and agreements
  • Manage communication professionally at customer’s and SAP C-level
  • Influence successfully up to customers C-level
  • 3)Represents the interest of SAP
  • Understand business impact for SAP
  • Manage and actively control SAP’s escalation costs (forecasting, actuals)
  • Manage high cost cases according to Global MCS guidelines
  • 4)Ensure proper fading-out of escalation and handover to respective external and SAP internal parties
  • Consolidate feedback of de-escalation and conduct lessons learned according to defined Global MCS standards
  • Perform escalation closure meeting with all involved external and SAP internal parties
  • Perform SAP internal activities to formally close the escalation
  • Actively drive positioning of premium support engagements or preferred care with DBS responsible person where appropriate
  • Has solid knowledge how DBS engineering services reduce implementation / operation risks and is able to map it to the customer situation
  • 5)Manage production down situations
  • Evaluate escalation requests and document findings which will be used by the judging committee to take a decision
  • Structure critical customer situation and define clear action plan which can be executed by other SAP organizations to prevent costly escalations
  • 6)Manage critical topics across several escalated customers as well as customer war rooms
  • Lead taskforces coordinating several SAP internal departments for several escalated customers and/or escalated product areas
  • Set-up taskforces (e.g. Situation Rooms). Define structure, deliverables, reporting and customer communication
  • Manage a Mission Control Center (MCC) for emerging products (e.g. HANA, Mobile)
  • 7)Contribute to internal initiatives and projects in Mission Critical Support as well as Active Global Support
  • Mentor other escalation managers
  • Leverage experience and knowledge as escalation manager for activities and projects outside Mission Critical Support, e.g. advise DBS colleagues how to handle critical customer situations, identify areas for improvement and make proposals, take ownership for topics and develops them (thought leadership), actively shares knowledge with others etc
  • Represent MCS in SAP internal Risk Management Calls
  • Drives innovation: Devises effective systems and leverages technology to promote team and organizational learning
  • Technical skills: Devises effective systems and leverages technology to promote team and organizational learning. Has a very good understanding of the SAP technology and broad understanding of SAP current solution portfolio and SAP strategy (Application)
  • Tool Knowledge: has a very good understanding of DBS tools (e.g. SAP Solution Manager) and is able to present and explain strategy and demonstrate capabilities to customers
  • Is able to Mentor highly qualified and experienced Support employees
  • Actively acquires and utilizes knowledge about new SAP solutions (such as SAP Cloud Solutions, SAP HANA, SAP HANA Enterprise Cloud), support offerings and structures (such as MCC, ICC/OCC, OneService)
22

SAP Ns-tqm Support Architect Resume Examples & Samples

  • Management of NS2 Premium Engagements delivery of MaxSecure contract deliverables
  • Management of complex customer relationships/engagements with DOD, federal/state/local government, public, and private sector customers who engage in MaxSecure or associated contracts from NS2 (SPSLE/SES) establishing engagement governance set-up and delivery team integration
  • MaxSecure positioning and sales support to achieve NS2 service and support revenue goals
  • Ensures seamless integration of new engagement development and delivery with focus on quality and profitability; and
  • Ensures complex engagements are technically planned and executable (or stabilized if necessary), to address issue/risks to avoid business impact to the customer and engagement escalation
  • Requires 10+ years of work experience in business software implementation consulting and/or support
  • Requires 5+ years of work experience managing or delivering SAP engineering, maintenance, or maintenance related services; and
  • Demonstrated experience in expert level customer facing communication and presentation skills with executive level
  • Advanced SAP AGS certifications or delivery experience as an Principal EA or Principal TQM preferred
  • Prior experience in ERP software implementation
  • Prior experience in software services sales, contract management and/or negotiations required; and
  • Expert knowledge of the SAP Maintenance Portfolio, its value and delivery, including SAP Enterprise Support, SAP Standard Support, SAP Product Support for Large Enterprises, SAP MaxAttention, and SAP ActiveEmbedded
23

Technology Architect Support Engineer Resume Examples & Samples

  • Work with operational teams in order to understand their technology needs and make recommendations on improvements and future changes to the customer’s operational environment
  • Stay up to date on new technologies and methods in regards to CSSP operations in order to make recommendations on improvements/changes to the customers environment
  • Communicate with customer in both verbal and written forms in a concise manner
  • Write technical documentation and support research papers
  • Testing and troubleshooting tools and upgrades prior to production deployment
  • 6+ years’ experience serving as a Technical SME on large projects, preferably DoD
24

Linux Enterprise Support Architect Resume Examples & Samples

  • Support our largest Enterprise clients, ensuring their complex infrastructures stay up and running 24/7 while working with bleeding-edge technology
  • Define, Design, Implement, and Support complex network communications infrastructures
  • Install, Configure, Update, Support, and Troubleshoot services for customers such as
  • Thorough knowledge and love of Linux operating system (RedHat, Debian, Ubuntu, etc.). As a true Linux lover knows—Fatal Error: Found MS-Windows System -> Repartitioning Disk for Linux
  • Advanced/Expert knowledge of servers/computers hardware and software, DNS, and networking fundamentals (Cisco) including diagnostics with Linux tools
  • Strong experience with LAMP: Linux (RedHat), Apache, MySQL, and PHP
  • Strong experience with Storage Technology such as NFS Server, RAID Levels, SAN, NAS, DAS, NetApp, etc
  • Experience Architecting and Designing complex enterprise level infrastructures
  • Requires approximately 5+ years working in a computer technical field, 3+ years in an enterprise server environment and 2+ years in web hosting environment
  • Inherent problem-solver with desire to learn and take on responsibilities
  • Due to the 24x7 operations of the business, Engineers will be required to provide on-call coverage overnight and on weekends and holidays
  • Bachelor’s degree in computer science, engineering or equivalent work experience
  • Technical certification including Linux+, RHCSA, RHCA, and RHCE strongly preferred
25

Administrator Support Architect Resume Examples & Samples

  • Working Experience with Windows and/or Linux on a System Administrator level (incl. scripting)
  • Experience with software packaging and versioning systems (eg. Odyssey)
  • Ability to understand and extend existing Java-based programs
  • Ability in finding long-term IT solutions even if you are under pressure due to an IT incident
  • Working knowledge & experience Data Loss Prevention / Digital Rights Management (DRM) solutions
  • Experience in financial sector will be an additional asset
  • Any of industry recognized engineering and security certifications will be an advantage: CISSP, CISA, ISO27001, MCSE, RHCE, CCNE, CCSE
26

Sales Support, Solution Architect Resume Examples & Samples

  • Actively participates in customer interviews and customer needs analysis
  • Translates customer goals into a solution design exemplifying a customer specific unique value proposition
  • Communicates technical aspects of IT products and services to customers and sales in clear, simple terms aligning customer goals with solution capabilities
  • Assists in developing customer multi-generational plans wrt TCO, life cycle management, privacy & security and phased deployment
  • Creates technical specification requirements and interface requirements for integrated solutions
  • Contributes to the business case development and authors technical components of SOW, RFP / RFI / RFQ
  • Provides customers with compelling demos
  • Manages Proof of Concept and distills customer feedback into clear, concise actions
  • Summarizes market needs and anecdotal competitive information to Product Management
  • Resolves technical issues during negotiations and contracting
  • Transfers technical requirements and commitments to Implementation and Integration teams
  • Keeps up to date with new technology developments
  • Competitive salary
  • Comprehensive benefits package
  • Extensive set of tools to drive your career, such as a personal development budget, training and coaching
  • Opportunity to buy Philips shares and products with discount
  • Healthy work-life balance
27

Digital Support Systems Technical Solution Architect Resume Examples & Samples

  • Education: Bachelor’s degree in Engineering or Computer Science (IT, Telecom)
  • 5 years of experience from technical job roles is required, e.g. experience from work as an Integration Engineer
  • Working experience in OSS or BSS and in some of the following areas: Analytics and Big Data, Cloud and Virtualization, Linux, Information Security, Agile and Devops, SQL and NoSQL Databases, SDN, NFV, Hyperscale Datacentres, Python and Java, Shell Scripting
  • Industry certification and evidence of ongoing self-development required
  • Excellent understanding of the telecom and ICT business
  • Good Financial Understanding
28

Principal Support Architect Resume Examples & Samples

  • The Support Architect is responsible for initial architecture/configuration of the monitoring solution through a detailed discovery. The Support Architect is a key consultant and participant supporting Change Management, evaluates and provides recommendations, provides Capacity Planning recommendations, conducts Proactive Analysis of the Genesys platform
  • Leads the definition, implementation, customization and deployment of a network monitoring platform to deliver the Optimization Service
  • Works with key Genesys technical teams across functions to ensure solid highly available architectures and best practices for the Genesys solutions for our partners and customers
  • Frequently involved in major strategic change management activities such as Genesys solution upgrades, complex configuration changes or migrations or new solution introductions
  • Support Architects will provide recommendations and best practices throughout the subscription to the business partner and/or customer
  • Ability to provide recommendations on Hardware sizing for complex customer environments
  • The Support Architect is part of the client’s technical team and a trusted advisor
  • Interfaces with customers in order to help build the requirements for new services offerings related to mission critical deployments; as well as schedule pilots and supports pre-sales engagements. Regularly collaborates with other Architects to develop, enhance and document Optimization Service best-practices
  • Provides service improvement feedback and works closely with management and his team in prioritizing the optimization service roadmap
  • Creates workshops to share knowledge and expertise with other architects
  • Coaches junior – senior level architects #LI-BJ1
  • Minimum of 12-15 years of experience in enterprise software in a Senior Technical role with extensive knowledge in TCP/IP, VOIP, SIP environments
  • Minimum 8+ years of experience in Genesys Suite (CIM, Inbound Voice, Reporting, GVP, Outbound and SIP are essential). GME, Social Media and GWE are a plus
  • BS in technical discipline preferred and/or equivalent job experience
  • Experience with deploying and maintaining large enterprise software applications in high load, highly available environments. Must be a team player, self-motivated and an agent for process improvement
  • Excellent knowledge of platforms, including various Unix OSs (e.g. AIX, Linux, Solaris); Windows; Databases (Oracle, MS SQL Server); virtualization (VMWare, LPARs); SBCs / Gateways (Sonus, Achme); knowledge of hardware capabilities and limitations
  • Programming experience, specifically shell scripting, Perl, WMI, SQL, PL/SQL is required
  • Understanding of and experience using and configuring OSSs including NMS
  • Knowledge of ITIL or other service management framework
  • Must be a strong communicator, with superb written and verbal skills. Presentation skills are required
  • Proactive, innovative thinker who possesses excellent interpersonal and organizational skills
  • Ability to handle and be trusted with confidential and/or sensitive information
  • Ability to work under pressure in a fast-paced constantly changing environment
  • Ability to be flexible and to handle multiple projects in an organized, timely manner
  • Ability to work flexible hours as necessary
  • Ability to regularly travel to their Customers’ sites to review activity and make recommendations regarding their environment approximately 20% travel
  • Travel Tolerance: 20% - Approx. 4 trips a year (3 days per trip) averaging to 12 days annually. However flexibility may be required, per the needs of the business
29

Support Architect Resume Examples & Samples

  • 1) Customer Engagement
  • Focus on customer innovation
  • Communication with key stakeholders
  • Build customer experience on best and next practice
  • Demonstrate knowledge and expertise on SAP offerings
  • Coaches/engages/Mentors others
  • Drive creation of Knowledge Base articles, WIKI Documents and White Papers
  • Take ownership of product rollout, end-user documentation and Customer Enablement Sessions
  • Proactively shares knowledge and expertise to help others to develop and grow (cross LoB knowledge roll-in and roll-out)
  • Externally and internally recognized as a noted authority in their field, which is accompanied by broad business knowledge
  • Enhance supportability of products (own application/ cross application)
  • Improve Documentation
  • 3) Strategic and Management Tasks
  • Assess the impact of technological changes and determine appropriate tactics to respond
  • Ensure prompt reporting of customer status to SAP senior management for key accounts
  • Deal with changing market demands and priorities or goals
  • Drives local, regional or global strategic projects (cross organizational), that have a visibility to top management in Product Support
  • Drives continuous improvement and break-through results related to products, services and processes
  • Contributes to and influences business strategy by providing strategic feedback, decision and insight to executive management
  • Influences business outcomes by representing their function in cross-functional forums topics, strategic projects, etc
  • 4) Further Career Development Tasks
  • Take over back-office responsibilities as de-escalation architect
  • Work as functional expert in de-escalation and war rooms
  • Provide extended coverage
  • Lead internal projects, extended cross LoB activities/communication
  • Support key accounts globally
  • Represents SAP to customers and external partners
  • Defines standard and leading-edge best practices in own area of expertise across the organization
  • Build and maintain an expansive network within SAP
  • Liaise with User groups
  • Close cooperation with other key stakeholders
  • Drive regular Customer Satisfaction Feedback Cycle
  • Develop tools that improve supportability / usability of our products
  • Specialist support skills in at least two application resp. technology areas and overview know-how across all as
  • Design of training programs
  • Experience in managing global customers
  • Deep understanding of mission-critical business processes across customer solutions
  • Bachelor or Master Degree in Natural Science, Technology, Business or equivalent work experience in related field preferred
  • Danish & English: Fluent
30

IT Architect & Support Engineer Resume Examples & Samples

  • A Bachelor’s degree from an accredited university or college in Computer science or related field required
  • 5 years’ experience in similar IT support position
  • IT security
  • Network LAN and WAN architecture
  • Microsoft AD and Server administration
  • IT Architecture design and implementation