Chris Carter

• Serves as the primary Scrum Master for the Framework and Platform Scrum teams
• Leads complex initiatives to provide technological solutions with broad impact for cross-functional businesses and technology teams
• Acts as a key participant in providing strategic business solutions to companywide technology initiatives
• Evaluates highly complex business problems and provide subject matter knowledge proficiency for technology initiatives
• Defines and leads detailed research on business and technology requests to develop efficient and accurate functional requirements
• Makes decisions in highly complex and multifaceted situations requiring solid understanding of domain and technology applications, which influence companywide technology solutions
• Collaborates and consults with business and technology teams to provide comprehensive technological solutions for complex business problems
• Ensures communication and information flow between business and technology teams
• Tracks performance and success metrics for our application
• Serves as an escalation point for production issues that our customers report
• Researches functional application issues in our pre-production environment
• Provides support for production install
• Tracks production defects as well as security-related defects and their resolution
• Reviews log files and provides production sign-offs
• Partners with a best-in-industry team of software development professionals to build Java-based Internet applications
• Supports the development team for all initiatives from a project management perspective
• Serves as a main contact point in the team for issues related to our applications in pre-production

• Manages a Customer Success organization that includes customer success, partner success, production support, and release management pillars
• Responsible for scaling the Customer Success organization's resources in support of associated digital experience work efforts
• Serves as the primary point of escalation for customer success, production, and release management issues
• Serves as the product owner for the production support organization and the underlying deliverables
• Responsible for leading backlog prioritization efforts for identified production defect fixes and resolutions
• Responsible for developing processes and procedures that align with organizational customer success strategic goals and objectives
• Responsible for overseeing the development of performance metrics and KPIs for the production support organization
• Conducts internal partner feedback sessions in support of improving the scope of customer experience
• Leads production root cause identification and preventative action efforts across multiple partner channels
• Hosts daily status calls and ad hoc meetings as requested to ensure customer satisfaction in an ever-changing environment.

• Primary point of contact for release tasks for the Fraud Protection and Authentication (FP&A) Development team
• Serves as Scrum Master for the Framework and Platform Scrum teams
• Responsible for generating performance metrics related to the FP&A application portfolio
• Primary contact for infrastructure-related Pre-production efforts
• Develops and maintains insights on how the FP&A platform(s) perform in testing and production environments
• Coordinates builds and code pushes in pre-production in preparation for major and minor releases
• Primary contact for interfacing applications development teams for issue resolutions
• Provides development support and direction to prod monitoring – checkout matrix, alarming, AppDynamics
• Primary development point of contact for troubleshooting production issues
• Identifies the root cause for prod issues
• Drives issues to resolution
• Works with project leads and enterprise support teams to prepare impact assessments
• Provides signoffs for staging activities related to production installs for major and minor releases
• Tracks Fortify and Sonar scans
• Create impact assessment reports for production deploys in coordination with dev leads
• Responsible for Handover to Operational Support
• Leads Spring/JDK and Oracle upgrade projects
• Streamline validation process around infrastructure projects
• Attends infrastructure roadmap meetings

• Primary point of contact for release tasks for the Fraud Protection and Authentication (FP&A) Development team
• Serves as Scrum Master for the Framework and Platform Scrum teams
• Responsible for generating performance metrics related to the FP&A application portfolio
• Primary contact for infrastructure-related Pre-production efforts
• Develops and maintains insights on how the FP&A platform(s) perform in testing and production environments
• Coordinates builds and code pushes in pre-production in preparation for major and minor releases
• Primary contact for interfacing applications development teams for issue resolutions
• Provides development support and direction to prod monitoring – checkout matrix, alarming, AppDynamics
• Primary development point of contact for troubleshooting production issues
• Identifies the root cause for prod issues
• Drives issues to resolution
• Works with project leads and enterprise support teams to prepare impact assessments
• Provides signoffs for staging activities related to production installs for major and minor releases
• Tracks Fortify and Sonar scans
• Create impact assessment reports for production deploys in coordination with dev leads
• Responsible for Handover to Operational Support
• Leads Spring/JDK and Oracle upgrade projects
• Streamline validation process around infrastructure projects
• Attends infrastructure roadmap meetings


Systems Support Analyst 5/Tech Lead (02/2018- 08/2019):
• Leads 24 x 7 support efforts for complex applications
• Provides application/system support for multiple enterprise applications
• Responds to requests from users, business/technology partners, and vendors regarding the system and processes surrounding the systems
• Researches issues/concerns and looks for root causes, develops and implements resolutions while maintaining on-time delivery and appropriate follow-up
• Escalates issues as required to ensure timely resolution
• Participates in software testing and reviewing results
• Provides representation and assistance for projects/meetings
• Documents software changes, technical processes, and procedures
• Develops recommendations to correct deficiencies and improve the technical processes
• Assists with the development of minor code fixes
• Application of analytical skills and knowledge of systems and processes to learn new systems, applications, processes, and techniques.
• Understand business needs from a variety of sources
• Identifies possible solutions for systems deficiencies

• Leads 24 x 7 support efforts for complex applications
• Provides application/system support for multiple enterprise applications
• Responds to requests from users, business/technology partners, and vendors regarding the system and processes surrounding the systems
• Researches issues/concerns and looks for root causes, develops and implements resolutions while maintaining on-time delivery and appropriate follow-up
• Escalates issues as required to ensure timely resolution
• Participates in software testing and reviewing results
• Provides representation and assistance for projects/meetings
• Documents software changes, technical processes, and procedures
• Develops recommendations to correct deficiencies and improve the technical processes
• Assists with the development of minor code fixes
• Application of analytical skills and knowledge of systems and processes to learn new systems, applications, processes, and techniques
• Understand business needs from a variety of sources
• Identifies possible solutions for systems deficiencies

• Provides support for LoginApp and OAM Installs
• Provides development support and direction to prod monitoring – checkout matrix, alarming, Introscope
• Primary development point of contact for troubleshooting production issues
• Engage the development team when necessary
• Primary point of contact for off-release tasks
• Regular review of logs for errors
• Detailed metrics around LoginApp and OAM transactions
• Develop insights into how our platforms perform in SIT, QA, UAT, and production
• Research production issues for individual customers (such as why customers cannot log in)
• Set up ClearQuest queues for teams to open tasks and prod issues (LoginApp Production Research queue)
• Identifies the root cause for prod issues
• Drives issues to resolution
• Collect metrics and trending of prod issues
• Primary contact for infrastructure-related Pre-production efforts
• Troubleshoots pre-production issues
• Primary contact for other development teams when they encounter issues with our applications or during automated regression
• Works with project leads and BEST team to prepare impact assessments
• Coordinate builds and code pushes in pre-production
• Review logs files for pre-production before release is signed off
• Tracks Fortify and Sonar scans
• Create impact assessment reports for production deploys in coordination with dev leads
• Responsible for Handover to Operational Support
• Leads Spring/JDK and Oracle upgrade projects
• Streamline validation process around infrastructure projects
• Attends infrastructure roadmap meetings
• Builds knowledgebase(s)

• Is responsible for supporting multiple complex applications
• Work activities include Problem/Incident Management, Operational Readiness, Application Monitoring, Service Analytics and Reporting, Production Governance, Triage, Associate Support, Change/Configuration Management, etc
• Takes ownership of escalations and performs troubleshooting, analysis, research, and resolution using advanced query and programming skills
• Takes part in production support rotation and responding to and resolving production problems
• Provides 24x7on-call support

• Provides application/system support for multiple enterprise applications
• Responds to requests from users, business/technology partners, and vendors regarding the system and processes surrounding the systems
• Researches issues/concerns and looks for root causes, develops and implements resolutions while maintaining on-time delivery and appropriate follow-up
• Escalates issues as required to ensure timely resolution
• Participates in software testing and reviewing results
• Provides representation and assistance for projects/meetings
• Documents software changes, technical processes, and procedures
• Assists with the development of minor code enhancements and fixes
• Develops recommendations to correct deficiencies and improve the technical processes
• Application of analytical skills and knowledge of systems and processes to learn new systems, applications, processes, and techniques
• Understand business needs from a variety of sources
• Identifies possible solutions for systems deficiencies

• Provides application/system support for multiple enterprise applications
• Responds to requests from users, business/technology partners, and vendors regarding the system and processes surrounding the systems
• Researches issues/concerns and looks for root causes, develops and implements resolutions while maintaining on-time delivery and appropriate follow-up
• Escalates issues as required to ensure timely resolution
• Participates in software testing and reviewing results
• Provides representation and assistance for projects/meetings
• Documents software changes, technical processes, and procedures
• Develops recommendations to correct deficiencies and improve the technical processes
• Assists with the development of minor code enhancements and fixes
• Application of analytical skills and knowledge of systems and processes to learn new systems, applications, processes, and techniques
• Understand business needs from a variety of sources
• Identifies possible solutions for systems deficiencies

• Oversee J2EE Code deployment and configuration on development servers for eCommerce and Mobile Banking applications
• Creation of deployment package for Model and Production environments
• Release execution management support for multi-application deployment environment
• Administration support, including basic support for WebSphere and WebLogic applications on Unix servers
• Release execution planning for Pilot and integrated back-out plan
• Creation and execution of Production Implementation / Deployment Plan
• Coordination with other business partners, including various IT groups
• Application Issue resolution by working with internal and external partners (including vendors)
• Work with the Change Advisory Board and Technology Shared Services (Deployment/Support) teams for planning, approval, and execution of releases
• Backend database knowledge with the ability to quickly understand data structuring
• Manage network and firewall changes
• Co-ordinate a team of resources for fulfilling the above responsibilities

• Provides application/system support for multiple enterprise applications
• Responds to requests from users, business/technology partners, and vendors regarding the system and processes surrounding the systems
• Researches issues/concerns and looks for root causes, develops and implements resolutions while maintaining on-time delivery and appropriate follow-up
• Escalates issues as required to ensure timely resolution
• Participates in software testing and reviewing results
• Provides representation and assistance for projects/meetings
• Documents software changes, technical processes, and procedures
• Develops recommendations to correct deficiencies and improve the technical processes
• Assists with the development of minor code enhancements and fixes
• Application of analytical skills and knowledge of systems and processes to learn new systems, applications, processes, and techniques
• Understand business needs from a variety of sources
• Identifies possible solutions for systems deficiencies

• Distributed Environment Management & Support, Maintaining the test environment’s integrity, including SIT/QA/TT/Production support
• Working with the technology team partners (ECT&O, DBA, etc..) to provide support and ensure maximum testing uptime
• Coordination of environment build-out in support of Enterprise Release Management timelines
• Coordinating and scheduling code migrations to align with the rest of the release
• Managing the code, configurable items like property files, and infrastructure components in the test environments
• Communication of all maintenance, deployment, and change activity that may affect testing environment availability or functionality to all identified application stakeholders
• Ensuring end-to-end connectivity with up/downstream applications
• Triaging environment issues so that testing can resume
• Providing 24x7 support for all SEV1 testing issues
• Ensuring retrofits are taken from one environment to all of the others
• Keeping the production support testing environment up to date and readily available, which will assist in resolving any production issue
• Facilitating Client Access to our supported environments
• Creation and maintenance of environment documentation (i.e., pipeline diagrams, migration process, server inventory, URL listings, change tracking, etc.…)
• Quality Center monitoring and response to environment defects opened during the release test cycle
• TestNet application availability dashboard status

• Provides production application/system support for multiple enterprise applications
• Responds to requests from users, business/technology partners, and vendors regarding the system and processes surrounding the systems
• Researches issues/concerns and looks for root causes, develops and implements resolutions while maintaining on-time delivery and appropriate follow-up
• Escalates issues as required to ensure timely resolution
• Participates in software testing and reviewing results
• Provides representation and assistance for projects/meetings
• Documents software changes, technical processes, and procedures
• Develops recommendations to correct deficiencies and improve the technical processes
• Assists with the development of minor code enhancements and fixes
• Application of analytical skills and knowledge of systems and processes to learn new systems, applications, processes, and techniques
• Understand business needs from a variety of sources
• Identifies possible solutions for systems deficiencies

• Effectively manages 20 IT technicians located at ten customer support sites country-wide in support of the US Dept
• Of State, Bureau of Narcotics and Law Enforcement CIVPOL program in Afghanistan
• Oversees the administration and maintenance of the IT infrastructure and directs more junior technicians when necessary
• Initiates and implements improvements in all areas of IT responsibility by creating and executing project work plans and revising as appropriate to meet changing needs and requirements
• Assists in the planning and implementation of additions, deletions, and major modifications to the supporting ACAS IT infrastructure to include Linux server administration, Windows server administration, Access database administration, SQL database administration, Cisco device administration, end-user computer configurations, VSAT IOM (installation, operation, and maintenance)
• Manages day-to-day operational aspects of all IT-related projects and scopes
• Serves as a main point of contact on all IT-related matters

• Effectively manages 20 IT technicians located at ten customer support sites country-wide in support of the US Dept
• Of State, Bureau of Narcotics and Law Enforcement CIVPOL program in Afghanistan
• Oversees the administration and maintenance of the IT infrastructure and directs more junior technicians when necessary
• Initiates and implements improvements in all areas of IT responsibility by creating and executing project work plans and revising as appropriate to meet changing needs and requirements
• Assists in the planning and implementation of additions, deletions, and major modifications to the supporting ACAS IT infrastructure to include Linux server administration, Windows server administration, Access database administration, SQL database administration, Cisco device administration, and end-user computer configurations
• Manages day-to-day operational aspects of all IT-related projects and scopes
• Serves as a main point of contact on all IT-related matters

• Perform Level 2 support for end users with Windows Desktop problems, support network troubleshooting, assist new user configurations, and basic troubleshooting of Cisco Equipment
• Configure end-user computers to access and support the organization's LAN, WAN, and Internet system or a segment of network systems, maintain network hardware and network availability
• Works as part of a team to complete projects and service orders such as installing equipment, connecting and moving devices, or creating components of autonomous LMR installation and programming under the supervision of the communication technicians
• Conducts training for the customer on associated communications and IT equipment and processes

• Initiates, plans, coordinates, and closes software change requests for new and existing software processes by the SDLC – Coordinates LOB approvals for SDLC control points
• Responsible for managing software development change compliance by organizational IT Governance policies, procedures, and standards as a change liaison for two software development teams
• Documents implementation steps and standards for software upgrades
• Responsible for Tier II support of Ascential DataStageTX 7.5 software processes
• Responsible for creating and executing SQL queries for Microsoft SQL, Oracle, and Sybase database engines – Responsible for monitoring and improving performance through systems analysis
• Assists senior developers with annual IBM WTX SWIFT standards upgrades
• Supports organizational SWIFT processes and transactions

• Support the job scheduling environment, including implementation of all automated processes - Analyze problems, identify troubleshoot automated software issues developed in Java, C#, Perl, Unix Shell scripting, and Ascential DataStage TX 7.5 – Implementation of code and automated processes into the QA/UAT/Production environments - Escalate to proper support teams - Develop and test Unix Shell scripts, T-SQL/SQL scripts - Document production problems and facilitate root cause analysis – Utilize Excel to track data daily, which contributes to project management - Understand application process flows to quickly identify the downstream impact of production problems - Work with developers to ensure that new and existing processes follow data center standards

• Develop and test Unix Shell scripts, T-SQL/SQL scripts, and Tidal Enterprise Scheduler jobs in Development and User Acceptance Test environments for Production environment migration/integration
• Responsible for Tier II support of software applications developed for transmission and reception of processed data
• Responsible for the automation of software processes – Responsible for monitoring and correcting malfunctions with Ascential DataStageTX 7.5 Event servers – Responsible for creating and executing SQL queries for Microsoft SQL and Sybase servers – Responsible for monitoring and improving performance through systems analysis

• Develops and tests Unix Shell scripts, T-SQL/SQL scripts, and Tidal Enterprise Scheduler jobs in Development and User Acceptance Test environments for Production environment migration/integration
• Responsible for Tier II support of software applications developed for transmission and reception of processed data
• Responsible for the automation of software processes
• Responsible for creating and executing SQL queries for Microsoft SQL and Sybase database engines

• Supervise 139 instructors in the Airborne Signal organization providing command and control communications - Maintain work schedules for direct reports - Plan and direct instructional programs for approximately 25,000 military personnel - Assist in developing training and educational policies and objectives - Assist in the development of new training courses and evaluate new teaching methods - Review and approve course material and training outlines prepared by directly reporting instructors - Assign duties to instructors in course subject matter - Evaluate the progress of students and instructors as well as maintain the training records of direct reports - Responsible for the planning, coordination, and deployment of integrated communications

• Supervises and performs complex and multifaceted switching operations functions
• Supervises the installation, operation, deployment, provisioning, and maintenance of electronic switching assemblages or systems - Disseminates network orders, compiles operational statistics and reports, and processes requests for logistic support - Coordinates, integrates, and controls the operation of large and small electronic node switches with associated transmission systems and local network subscribers - Performs systems control center operations for the planning, configuration, and employment of switching equipment - Ensures contingency operations plans and routing subsystems are correctly maintained in the database to reflect current operational scenario - Troubleshoots complex system faults and supervises or corrects failures to meet system availability and reliability standards - Interprets operations orders affecting switching operations - Conducts switching technical, operational, and maintenance training of subordinates - Submits consolidated logistic and system status reports

• Supervises and prepares work schedules for subordinate personnel engaged in the installation, operation, and unit-level maintenance of multi-channel and tropospheric scatter radio systems - Provides subordinates technical assistance in resolving connectivity problems, complex maintenance faults, and during contingency situations - Plans and coordinates line-of-site or tropospheric scatter communications assemblage deployments and system operations - Writes standing operating procedures (SOP) about multi-channel operations - Develops training programs for subordinate personnel to ensure technical competency - Supervises and performs management and administrative duties related to personnel, systems operations, and logistics

• Responsible for the training, welfare, and professional development of two subordinates - Supervised the installation, operation, and maintenance of one AN/TRC-190 (V3) communication shelter, one 5KW generator set, and associated equipment valued more than $600,000
• Patriot System UHF Radio Maintenance Chief

• Multi-channel Transmission Systems Team Chief for a Patriot Air Defense Artillery organization with a worldwide contingency mission - Supervise and assist two subordinates in the installation, operation, and troubleshooting of multi-channel line-of-sight or tropospheric scatter communications systems - Managed the emplacement and operator level maintenance of the Engagement Control Station and the Antenna Mast Group - Responsible for $3,000,000 worth of communications and systems equipment