Kenneth C. Baumhoff
Acworth,GA
Summary
Senior Technical Support Specialist with over 20 years of application support and development experience, specializing in resolving complex issues and data analysis. Demonstrates proficiency in ECM solutions, cloud deployment, and business process analysis, while documenting best practices and enhancing team knowledge to drive operational efficiency.
Overview
1
1
Certification
2027
2027
years of professional experience
Work History
Senior Technical Support Specialist /SME Team Leader
OpenText, Inc.
Alpharetta, Georgia
11.2020 - 07.2026
- Provide subject matter expertise for InfoArchive and Documentum Enterprise Content Management (ECM) solutions.
- Assist clients in resolving complex issues for InfoArchive, Documentum, and OTDS on Windows, Linux, and Cloud (K8s) environments.
- Manage escalated technical issues, ensuring prompt resolution while enabling junior technical members.
- Diagnose network connectivity issues, including those related to SSL certificates and firewall/proxy configurations.
- Investigate and resolve data/database discrepancies within xDB and PostgreSQL.
- Diagnose and correct authentication issues with SAML/OTDS.
- Provide guidance on environment configuration, data ingestion (structured/unstructured), performance, automation (REST API) and retention strategies.
- Leverage Artificial Intelligence (Copilot AI) to analyze application logs, product documentation, and historical cases to improve resolution time and customer satisfaction.
- Document and update knowledge base articles for customer self-service.
- Conduct knowledge-sharing sessions on technical issues and best practices for team members and clients.
- Utilize ServiceNow, Jira, and ValueEdge ticketing systems to track/prioritize support requests efficiently and engage product Engineering/Development teams.
Business Operations Lead
IBM Security
Atlanta, GA
05.1999 - 03.2020
- Administer Accelerated Value Program (AVP) Business. including revenue, cost, utilization, and customer satisfaction.
- Analyze business processes to identify inefficiencies and recommend and implement improvements.
- Manage internal and external support contracts for Premium Support Services.
- Collaborate with senior management to identify and implement cost-saving opportunities and develop strategies for achieving financial objectives.
Premium Support Engineer
IBM Security
- Deliver L2/L3 support for SiteProtector, IPS/IDS products, and QRadar, ensuring timely resolution of complex issues.
- Mentor other team members on troubleshooting techniques and product features/limitations.
- Develop technical documentation (KBAs/TechNotes) regarding project specifics such as troubleshooting guides, technical references, best practices, etc.
- Create and implement Proof-of-Concept environments for customer-facing demos, showcasing product capabilities and enhancing client engagement.
- Design, develop, and maintain Hyperion reports that tracked business and team metrics, facilitating informed decision-making.
- Negotiate and manage all new and renewed Priority (IBM Internal and partner) technical support agreements.
Enterprise Content Management Lead
IBM
- Install, configure, and maintain eight Cognos (v8.2) applications across five environments to ensure operational efficiency.
- Provide system, network, and application support for Windows, AIX, and Linux servers.
- Develop and maintain scripts (Perl, sh, and Windows Batch) for ETL processes, application monitoring, and system maintenance.
- Create SQL queries for accurate data retrieval, validation, and maintenance to support decision-making processes.
- Develop web applications (HTML/CSS/Java/JSP) as part of the client's overall HR solution.
- Onboard new clients to define requirements for new applications.
- Create technical documentation for installation processes, onboarding configurations, and best practices to facilitate knowledge transfer and operational consistency.
ETL Specialist/Data Analyst
IBM
- Design and implement Perl-based ETL solution to retrieve data from external FTP repository, normalize data, and import into DB2 database, enhancing data accessibility and reliability.
- Develop DB2/SQL queries for importing, validating, and maintaining database information, ensuring data integrity and accuracy.
- Design DB2 database structure to optimize performance and improve query response times.
Data Migration Specialist
IBM
- Reverse-engineer 60+ MVS mainframe reports to enable a seamless transition to Hyperion.
- Design DB2 tables/views to optimize ETL processes, improving data accessibility.
- Develop complex DB2/SQL queries for ad hoc report processing, enhancing reporting capabilities.
- Train and mentor the development team in Hyperion development.
Application Developer
IBM
- Develop Java applications and DB2/SQL scripts to meet design requirements.
- Maintain versioning of application codebase using CMVC/VisualAge.
Web Application Developer
IBM
- Develop Perl applications to convert XML source data to HTML/CSS.
- Generate metadata for browse/search functionality.
Education
Bachelor of Science - Chemical Engineering
The University of Alabama
Tuscaloosa, AL05-1995
Skills
- (5y) InfoArchive (ECM) Expertise
- (5y) OTDS Expertise
- (1y) Documentum (ECM) Management
- (15y) Application/System Support
- (8y) Network Support (inc SSL/Firewall/Proxy)
- (17y) Data Management and Analysis
- (9y) ETL Process Design
- (10y) Business Analysis
- (6y) Windows/Linux Administration
- (2y) Cloud Administration (HELM/k8s)
- (3y) Virtual Environments (ESX/ESXi)
- (5y) CSM Tools (ServiceNow, Jira, ValueEdge)
- (8y) Database Administration (PostgreSQL/xDB/DB2/SQL Server)
- (8y) SQL Development
- (16y) Scripting Languages (Perl, sh, bat)
- (5y) Java Programming
- (7y) IBM Security IPS
- (7y) Performance Tuning
- (15y) Tech Documentation
- (2y) AI prompt generation
- (5y) Java Programming
- (2y) REST API
Certification
- ESX/ESXi Virtual Environments
- InfoArchive (ECM) Administration
- Documentum (ECM) Business Administrator
Timeline
Senior Technical Support Specialist /SME Team Leader
OpenText, Inc.
11.2020 - 07.2026
Business Operations Lead
IBM Security
05.1999 - 03.2020
Premium Support Engineer
IBM Security
Enterprise Content Management Lead
IBM
ETL Specialist/Data Analyst
IBM
Data Migration Specialist
IBM
Application Developer
IBM
Web Application Developer
IBM
Bachelor of Science - Chemical Engineering
The University of Alabama