Scott Langille
Concord,NH
Summary
Dynamic Production Support Manager with extensive experience at Commonwealth Care Alliance, specializing in strategic operations and system administration. Successfully led a multi-million-dollar Managed Service contract, demonstrating excellence in vendor relationship management and proactive oversight. Proven skills in database administration have driven significant improvements in operational efficiency and support capabilities. Committed to leveraging expertise to optimize production environments and enhance service delivery.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Manager, Production Support
Commonwealth Care Alliance (CCA)
03.2023 - Current
- As the Production Support Manager, I oversee a staff of over 30 professionals (both fulltime and contractors) that supports all level 2 support of Commonwealth Care Alliance; Including Server Administration, Application Support Management, Production Database Administration, System Monitoring/Alerting, SharePoint environments, and Secure File Management(including Talend Managed Services and SFTP functions), In addition to coordinating support groups across Commonwealth Care Alliance Information Technology environment, I successfully negotiated and procured a new multi-year multi-million-dollar Managed Service contract that will consolidate all support operational functions at CCA
- In addition, successfully transitioned all support to this new vendor partner
Lead Consultant
Concentrix Catalyst
11.2022 - 03.2023
- Plan, review, and recommend changes for all monitoring for a large telecom company
- Also consults on processes to enhance monitoring response and reduce Mean Time to Resolution
- Recommend changes to SPLUNK, AppDynamics, Broadcom AXS as well as other monitoring systems including application, database and systems
- Integrate legacy monitoring into new forward direction of response for this customer
- Lead and review multiple projects for other business units within the telecom customer
Banking Support Manager
Bottomline Technologies
06.2021 - 08.2022
- Banking Support Manager for the Bottomline Digital Banking/Webseries SAAS application
- Responsible for planning, counseling, monitoring, and appraising team members as staffing needs as well as coordinating support across all international teams including UK, Australia, and India
- Responsibilities also include coordinating all application monitoring including SQL Monitoring, Synthetics, APM and custom monitoring scripting
- Completed creating a new offshore support team in India, which included reviewing, advising, and hiring on all staff levels
Production Support Team Leader
Bottomline Technologies
06.2020 - 06.2021
- Manager of global level I and II support team that supports the Bottomline Digital Banking/Webseries SAAS application
- Responsible for planning, counseling, monitoring, and appraising team members as staffing needs
- Responsibilities also include coordinating all application monitoring including SQL Monitoring, Synthetics, APM and custom monitoring scripting
- Planned and implemented an offshore support team, including reviewing, advising, and hiring on all staff levels
Senior Production Support Engineer
Bottomline Technologies
10.2017 - 06.2020
- Served as Technical Lead for the Bottomline Digital Banking/Webseries SAAS application Level Two (L2) team
- In this role as a Senior Engineer, I had the responsibility of designating work for the L2 team in support of the application including issues concerning the database, application as well as environment
- The L2 team is responsible for monitoring and supporting Middleware functions of the SAAS environment
- In addition to these responsibilities, I was part of a team that selected a new Application Performance Monitoring (APM) tool that will be used by the Digital Banking Product
- This included very intensive examination of the Dynatrace, New Relic and AppDynamics APM tools as well as formulating requirements and providing input to management evaluation
Technical Lead
Tata Consultancy Services (TCS)
05.2015 - 10.2017
- Served as Technical Lead while working within TCS onshore/offshore models that provides technical leadership on multiple Middleware technologies including PKI Digital Certificate management, and IBM Websphere products in support of PricewaterhouseCoopers middleware environment including all HR applications and their internal portal environment
- Created monitoring requirements in support of these products and provided management solutions to better manage the relationship between the business and its customers
First Line Manager
International Business Machine (IBM)
02.2014 - 03.2015
- Served as Manager of a team of over 30 Middleware professionals that support and consult IBM Global Services Accounts including State Street Financial
- Responsibilities include reviewing customer requirements for transitions, working closely with the account teams on fulfillment of client Service Level Agreements and assuring the correct hosting interlock required to perform the specific technical functions
- Along with the team HR people management responsibilities of the function, also provided the latest Strategic Outsourcing and eBHS Hosting environment offerings including cloud technologies (SaaS, PaaS) with directives from our IBM and client Project Offices for seamless Web architecture solutions
- Also was responsible for APAR tracking, security analysis, and audit responses for Middleware products supported as well as Dev/Ops and Business Intelligence (BI Technologies) including HR applications
Senior Technical Specialist/Lead
International Business Machine (IBM)
07.2003 - 02.2014
- Served as Team Lead and Senior Technical Specialist within IBM Global Services providing Middleware support and consulting to multiple customers in various lines of business including cloud technologies (SaaS, PaaS)
- Acting as an IBM Subject Matter Expert (SME) in Microsoft Internet Security and Acceleration Server (ISA), Microsoft Intelligent Application Gateway/Whale, IBM Websphere, IBM WSRR, IBM Websphere Extended Grid, Microsoft IIS
- Tivoli Access Manager, Tivoli Identity Manager, SSL PKI Management, TFIM, Adobe LiveCycle, Peoplesoft, HR applications, CM Documentum, InfoStage, Apache Web Server, Iplanet Application Server, Snareworks, SurfControl/WebSense, Citrix Presentation Server, Tomcat, Business Intelligence (BI Technologies), Cognos, Actuate and Webtrends
- Engagements have included State Street Financial, State of Texas
- State of Georgia
- VF Corporation, Disney, Lowes, Discover Financial and John Hancock/Manulife
- Active member of IBM “Swat” team and was instrumental in the success of the State of Texas Child Support System, VF European Inventory System, launching of Vans Sneaker online ordering system, as well as the State of Georgia’s death certificate system
Internet Infrastructure Engineer
John Hancock Financial Services, Inc.
11.1999 - 07.2003
- Served as an Internet Infrastructure Engineer responsible for John Hancock Financial Services Internet Environment
- Coordinated, the installation and support of all company stand-alone systems to SaaS-based web platform
- Utilizing Snareworks implemented a Common Security Architecture or first “SSO” system for John Hancock including implementing Peoplesoft and HR application support
Manager Internet Operations
American Automobile Association
07.1998 - 11.1999
- Managed the daily operation of AAA's Internet site as well intranet that provided support to 30 million members and clubs both in the United States and Canada
- Responsible for creating, monitoring, and maintaining AAA’s multi-million-dollar internet operations budget
- Supervised both content and technical web analysts in support of all common Internet applications as well as outsource vendors
- Provided Internet recommendations to all levels of management including CEO, CIO, and Board of Directors
- Also implemented AAA’s first online travel application providing members online services that were only found in travel agencies prior
Support Analyst II
American Automobile Association
07.1997 - 11.1999
- Performed troubleshooting and provided Tier III support on AAA custom software including: TravelMatch travel package, AVATAR travel and Point of Sale package, Automated Triptik, AICWEB intranet web, AAA Internet site and Computer Aided Dispatch
- Created project plans and budgets for Club Support department as well as interviewing and building out new support team
Co-Owner
Complete Internet Solutions
04.1996 - 11.1999
- Owned and operated a small business that provided Internet solutions such as web site creation, internet access, hosting, networking consulting, and application development
- Coordinated all new sales and maintained accounts in providing services to multiple companies and individuals
Transportation Coordinator/Trainer
Walt Disney World
05.1993 - 02.1999
- Central Coordinator (Responsible for the safety and movement of entire Walt Disney World Monorail System and safety of well over 50,000 people daily)
- Trained new Monorail pilots on the operation and safety of the Disney Mark VI Monorail
Network Analyst
American Automobile Association
06.1996 - 07.1997
- Supported and maintained AAA’s inter-club frame relay network called Clublink
- Responsible for monitoring and supporting all network equipment including routers, switches, and hubs
Training Technologist
American Automobile Association
11.1993 - 06.1996
- Trained and performed Troubleshooting on AAA custom software including TravelMatch Classic travel package, TravelMatch Redesign travel package, Automated Triptik, and AICWEB intranet web
- Developed user manuals for AAA produced computer-based travel applications
- Provided management analyses of travel systems and operations
- Coordinated the deployment of computer-based travel information systems to over 500 travel professionals across a Wide Area Network (WAN)
- Part of team of AAA/Sabre systems created the first graphical user interface for an airline travel reservation system which would be later adapted into online travel sites
Education
Bachelor of Science - LMT Tourism Management
UNH- University of New Hampshire
Graduate Studies -
Webster University
Skills
- System Administration Skills
- Application Maintenance Assistance
- Database Administration
- Proactive System Oversight
- Vendor Relationship Management
- Strategic Operations Management
Certification
- ITIL Foundations
- Splunk Power User
- NShield Engineer
Timeline
Manager, Production Support
Commonwealth Care Alliance (CCA)
03.2023 - Current
Lead Consultant
Concentrix Catalyst
11.2022 - 03.2023
Banking Support Manager
Bottomline Technologies
06.2021 - 08.2022
Production Support Team Leader
Bottomline Technologies
06.2020 - 06.2021
Senior Production Support Engineer
Bottomline Technologies
10.2017 - 06.2020
Technical Lead
Tata Consultancy Services (TCS)
05.2015 - 10.2017
First Line Manager
International Business Machine (IBM)
02.2014 - 03.2015
Senior Technical Specialist/Lead
International Business Machine (IBM)
07.2003 - 02.2014
Internet Infrastructure Engineer
John Hancock Financial Services, Inc.
11.1999 - 07.2003
Manager Internet Operations
American Automobile Association
07.1998 - 11.1999
Support Analyst II
American Automobile Association
07.1997 - 11.1999
Network Analyst
American Automobile Association
06.1996 - 07.1997
Co-Owner
Complete Internet Solutions
04.1996 - 11.1999
Training Technologist
American Automobile Association
11.1993 - 06.1996
Transportation Coordinator/Trainer
Walt Disney World
05.1993 - 02.1999
Bachelor of Science - LMT Tourism Management
UNH- University of New Hampshire
Graduate Studies -
Webster University
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