Maria Lourdes Rolfe
Prosper,TX
Summary
People=oriented Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
22
22
years of professional experience
Work History
Customer Facing Research and Development Team Lead
OpenText / Micro Focus / Hewlett Packard
Plano, TX
01.2019 - 10.2023
- Lead a high performance multi geographical technical customer facing R&D team.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Worked with customers to increase customer satisfaction and address all their challenges, concerns, and needs to represent them with the other R&D teams when developing new product versions.
- Assisted in the Digital Lab (formerly UFT Mobile) solution deployment, integration, and customization, during the full lifecycle of the assimilation (presales, post-sale, and ongoing
phases). - Managed complex customer escalations situations, while demonstrating deep technical understanding of customers concerns and challenges.
- Developed and maintained strong cross-internal relationships with customer senior management and internal teams such as Product Manager, Account Managers, Support and Pre-Sales.
- Contributed to the definition of processes to ensure customer satisfaction and minimize response times.
SaaS DevOps Engineer
Micro Focus / Hewlett Packard Enterprise
Plano, TX
02.2012 - 04.2019
- Collaborated with developers in order to troubleshoot application related issues quickly.
- Provided support for web servers configuration and maintenance activities.
- Coordinated with other teams for successful rollouts of new features or bug fixes.
- Set up monitoring tools like Graphite and Grafana to track performance metrics.
- Provided technical support to SaaS instances of Service Manager (SM) for customers like Western
Union, GAP, Farmers Group, Procter & Gamble, Grupo Bimbo, etc. from 2012 to 2015 - Provided support to Service Anywhere (SAW) from 2014 to 2017 being the main point of contact for customers like United Airlines and Carrefour France.
- Provided support to StormRunner Functional (SRF) from December 2017 to April 2019
- Became part of the Customer Facing R&D to UFT Mobile (formerly Mobile Center) in January 2019
Senior Applications Developer
Hewlett Packard Enterprise
San Diego, CA
08.2007 - 01.2012
- Developed new features and fixed defects on HP Service Manager (formerly Service Center)
- Created JSUnit tests to verify the functionality as part of the development process
- Generated auto tests to be run on a daily basis to test HP Service Manager functionality using FitNesse
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Created some of the sample reports shipped with HP Service Manager using Crystal Reports
- Trained new staff in relevant processes and procedures.
- Supported the manager in developing plans for future projects, initiatives and objectives.
Professional Services Consultant
Intact Technology, Inc.
Bethesda, MD
08.2001 - 08.2007
- Developed and maintained client relationships to ensure customer satisfaction.
- Provided technical advice and expertise to customers regarding professional services solutions.
- Assisted with the development of new service packages tailored to individual client needs.
- Created and implemented best practices in order to improve efficiency of professional services delivery.
Education
Bachelor of Science - Computer Systems
Instituto Tecnologico De Estudios Superiores De Mo
Mexico City, Mexico05.1996
Skills
- Technical Support
- Team Supervision
- Documentation and Reporting
- Mentoring
- Verbal and Written Communication
- Overseeing Daily Activities
- Operating Systems: Microsoft Windows, UNIX
- Languages: Python, Java, JavaScript, C, Visual Basic
- Databases: Microsoft SQL, Oracle, PostgreSQL, Microsoft Access
- Applications: Digital Lab (formerly UFT Mobile and Mobile Center), Unified Functional Testing (UFT One), UFT Developer, TruClient, StormRunner Functional, Service Anywhere, Service Manager, ServiceCenter, ConnectIt, Crystal Reports
- Other skills: HTML, XML, MS Office
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Facing Research and Development Team Lead
OpenText / Micro Focus / Hewlett Packard
01.2019 - 10.2023
SaaS DevOps Engineer
Micro Focus / Hewlett Packard Enterprise
02.2012 - 04.2019
Senior Applications Developer
Hewlett Packard Enterprise
08.2007 - 01.2012
Professional Services Consultant
Intact Technology, Inc.
08.2001 - 08.2007
Bachelor of Science - Computer Systems
Instituto Tecnologico De Estudios Superiores De Mo
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