Provide ClearCase administration and support services to users and project managers in a user base of about 3000 developers, located in sites in Maryland, Minnesota, Iowa, Arizona, and California. Assist product deployment engineering team in replicating environments through MultiSite. Convert user project teams from other SCM systems, such as CVS and SourceSafe, among others, and including teams that do not currently have established SCM systems, to ClearCase usage. Conversions include training both end-users and project managers in various aspects of usage. Explain benefits of UCM in implementing a corporate direction for development teams.

Provide banking assistance to customers, help satisfy their financial needs, help them to succeed financially, and help them take advantage of resources available within Wells Fargo Bank and family of companies.

Provide ClearCase consulting services to small, medium, and large businesses. Primarily setting up ClearCase environments, secondarily trouble-shooting environments. Supported accounts include:

Hawaiian Airlines - Migrating ClearCase installation from HP-UX 10.20 to HP-UX 11.0, while upgrading from ClearCase 3.2.1 to ClearCase 4.2.

Maguire Tech - Installing ClearCase 2002.05 and providing basic administration training.

Marvell Semiconductor - Re-organizing network infrastructure and server-client model for pre-installed ClearCase, including organizing VOB and view storage.

Supported Cisco Systems in all ClearCase service requests, as well as with most other Rational products. Served as interface for non-ClearCase products between Cisco and Rational resources, including general support, Customer Advocacy Group, and development. Cisco sites include San Jose (CA), Milpitas (CA), Research Triangle Park (NC), and Bangalore (India). Accomplishments include:

Turning Cisco's experience with Rational Customer Service around 180 degrees

Training Cisco's SCM team on MultiSite epoch tables

Refocusing Rational Engineering on performance issues unique to Cisco's experience

Building bridges with other vendors, including Sun Microsystems and Veritas

Working with Sun to develop performance training for Cisco that includes ClearCase considerations

Continuing to contribute to ClearCase general support team by developing and conducting training sessions

Contributing to development of future accounts by going on-site to prospects such as eBay (which included integrating ClearCase with IBM WebSphere)

Supported ClearCase Family of Products, including non-core ClearCase products such as UCM, MultiSite, and Disaster Recovery. Acted as mentor to new hires as well as current team members, both locally and globally (trained team members in European office). Served on Rational's SCP Auditing Team in February 2001; acted as Escalations Engineer since June 2001; and assumed full Senior Technical Support Engineer role in September 2001. Accomplishments include:

Training European support team to handle cases more efficiently, bringing backlog queues down from 50 to 15 cases per engineer

Developing UCM training lab for all support engineers

Converting UCM support lab material into external technotes

Rescuing a Motorola site from a down situation by debugging a script over the phone

Served as coordinator between IBM Corporate, Santa Teresa Lab, and IBM Global Services. Drove corporate computing initiatives, and assisted end users in obtaining tools. Projects include tracking and ensuring Y2K compliance on end user workstations, annual site planning, and helping to escalate tools above local levels.

Assisted front-line sales reps configure RS/6000 systems for proposals. Provided technical and marketing assistance, and helped drive sales via promotional updates and reminders to sales team. Assisted with capacity planning where appropriate. Accomplishments include:

Completing a deal with University of Virginia for sales of SSA hardware, enabling reps to close additional deals

Acting as single point of contact with Pacific Gas & Electricity's Diablo Valley Canyon nuclear reactor to ensure that the plant's systems were Y2K-compliant

Winning back the State of Oregon account by cleaning up inventory records and following up to make sure software deliveries were made on time and without error

As part of a team of instructors in the Department of Information Systems and Technology, attended to the technical education needs of University faculty and staff. Authored and edited documentation and presentation materials.

Administered webpages for the Workstation and Microcomputer Facilities, including internal pages as well as the externally accessible homepage. Helped formulate policies regarding new content from individual facility consultants. Projects include:

Leading a team to put Saturday Classes documentation online

Organizing online resources into a starting page for internal consumption

Assisted Workstation and Microcomputer Facilities (W&MF) users with deskside support and technical trouble-shooting. Also monitored usage of facilities for compliance with University regulations regarding on-campus usage. Participated in technical education programs (Saturday Classes), which cover basic and intermediate computer applications. As Senior Consultant (promoted September 1996), also participated in administrative and maintenance decisions and concerns.