Nathan Snyder
Integration Custom Development
Monroe,WA
Summary
Experienced Sr. Manager specializing in custom integration and interoperability with a proven track record of driving seamless technology solutions across diverse platforms while increasing ROI in all facets of business process life cycle. Adept at leading cross-functional teams to design, implement, and optimize integrated systems that enhance operational efficiency and foster innovation. Demonstrates exceptional strategic planning, project management, and stakeholder engagement skills to deliver tailored solutions that meet unique business needs. Committed to advancing organizational goals through the development of scalable, robust and interoperable architectures, ensuring long-term success in dynamic environments.
Overview
21
21
years of professional experience
4
4
Certifications
Work History
Sr. Developer Manager
SAP Concur
01.2016 - Current
- Improved team performance by providing comprehensive training and fostering collaborative work environment.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
- Help drive our team to the leading edge of SAP BTP iPaaS hosting platform.
- Redefined business Development practices by increasing the Development teams velocity from 40% to 90%.
- Streamlined the business process of intake to ensure the Development team receives the proper information contained in our newly developed Business Requirement Document (BRD).
- Collaborated with key team members within support to drive down mundane tasks while focusing on client satisfaction.
- Reduced Development bugs by 110% since 2022.
- Helped provide guidance to the teams unique custom Engineering by introducing corporate security development practices and observability to our own infrastructure and custom integrations.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Recommended and implemented successful strategies to maximize revenue.
Technical Support Manager
Concur
03.2009 - 01.2016
- Streamlined support processes for improved efficiency and faster response times.
- Implemented effective performance metrics, driving continuous improvement within Concur Core performance team department.
- Managed escalation procedures to ensure high-priority issues were addressed promptly and effectively.
- Fostered an environment of continuous improvement through active solicitation of feedback from both customers and internal staff members.
- Enhanced customer satisfaction by addressing technical issues and providing timely resolutions.
- Reduced ticket backlog by implementing efficient case management strategies and prioritization techniques.
- Mentored junior support staff, fostering a culture of collaboration and learning within the team.
- Increased team productivity by implementing an effective ticketing system for tracking cases and monitoring progress.
- Improved customer relationships through proactive communication and follow-ups on resolved issues.
- Analyzed network security and current infrastructure, assessing areas in need of improvement.
- Communicated regularly with customers concerning data exchange and technology integration.
Information Security Specialist
EED
03.2005 - 03.2009
- Partnered with IT department members to minimize exploits on system coverage.
- Managed information system regulatory compliance to meet updated guidelines.
- Contributed system roadmapping, design and launch services to address information vulnerability.
- Evaluated emerging security technologies, recommending solutions that aligned with the organization's objectives and risk appetite.
- Implemented multi-factor authentication solutions to enhance access controls across critical systems and applications.
- Physical Enterprise Facility Security Solution - Established response and internally-coded alert method for existing and newly installed card-key and All business processed automated through the BPM solution which audit trails to be reviewed for proper receipt, information classification, authentication method and rights management required of an ISO 27000 and SOX compliant mechanism. surveillance system.
- Established an internally compliant ISO 27000 Security Forum addressing corporate and client service IT infrastructures, personnel and facilities. Chair the monthly meeting, prepare minutes and track incident management in preparation for future ISO 27000 and SOX audit
- Partnered with external vendors to evaluate and select appropriate tools for strengthening the company''s overall security posture.
- Spearheaded security audits, providing actionable recommendations to improve overall organizational resilience against cyber threats.
- Delivered training programs for employees, increasing awareness of information security protocols and reducing incidents of data breaches.
Security Analyst
Concur
10.2004 - 03.2005
- Collaborated with IT teams to develop comprehensive cybersecurity strategies, reducing risks from external attacks.
- Assisted in the successful completion of security audits, resulting in a boost of client trust and confidence.
- Performed risk analyses to identify appropriate security countermeasures.
- Conducted security audits to identify vulnerabilities.
- Reviewed violations of computer security procedures and developed mitigation plans.
Tier 2 Technical Support Engineer
Concur
03.2003 - 09.2004
- Improved customer satisfaction by resolving complex technical issues in a timely manner.
- Contributed valuable insights during product development meetings based on firsthand experience supporting end-users.
- Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.
- Collaborated with cross-functional teams to identify and address recurring system issues, enhancing overall product performance.
- Demonstrated strong communication skills while explaining complex technical concepts to both customers and colleagues across various departments.
- Participated in after-hours on-call rotations, providing reliable support coverage for urgent client concerns outside regular business hours.
- Conducted root cause analysis for persistent issues, leading to long-term improvements in product stability and performance.
- Developed and maintained detailed documentation of troubleshooting procedures and resolutions, streamlining future problem-solving efforts.
- Proactively identified areas for improvement within the support function, collaborating with management on process optimization initiatives.
- Regularly exceeded established performance metrics, demonstrating consistent dedication to outstanding support services.
Education
Associate of Arts - Network And System Administration
Everett Community College
Everett, WA 05.2001 -
Skills
Strategic Planning
Talent Development
Cross-Functional Collaboration
Cross-Functional Communication
Data-driven decision-making
Teamwork and Collaboration
Work Planning and Prioritization
Continuous Integration Proficiency
Security best practices
Accomplishments
- Established the AGILE methodology within our SDLC
- Help define process work agreement between Scrum Team and IC/Support.
- Maintained a clear milestone and quarterly goals
- Created a formal release process with each integration
- Enhanced our Development delivery to 90%+ accuracy
- 110% bug reduction
- Created an on-call & alert policy
- Helped define a formal pipeline CI/CD with integrated Security and Quality scans
- Set standards of formal documentation for each unique custom integration
- Received SAP IndiSPENDsable award - 2022
- Foster profitable growth in every process by removing mundane tasks with tools and automation and sound business-to-business policies and procudures.
Certification
Security +
Timeline
Sr. Developer Manager
SAP Concur
01.2016 - Current
Technical Support Manager
Concur
03.2009 - 01.2016
Project Management
08-2008
ITIL v3
04-2007
Security +
03-2007
Information Security Specialist
EED
03.2005 - 03.2009
Security Analyst
Concur
10.2004 - 03.2005
Network +
07-2004
Tier 2 Technical Support Engineer
Concur
03.2003 - 09.2004
Associate of Arts - Network And System Administration
Everett Community College
05.2001 -