7184461
· 50岁 · Computer Science · 信息科技
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国籍:美国
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    I am currently working at IBM as Production Support lead for our Amex @ Work reconciliation tool.  We currently have a partnership with American Express to provide, support and host the American Express @Work Web Reconciliation System.  This project is part of the IBM Global Expense Reporting Solutions (GERS) and is a successful example of the Application Service Provider (ASP) delivery model.  A suite of web-based Java applets are developed, hosted, and supported by IBM personnel, while the products are branded with the American Express logo and sold directly to American Express customers.  
    As the support lead I would interface with the production support team which is based in Dalian, China to go over any high severity issues. We also go over any issues that need more attention if the issues are approaching our agreed Service Level Agreement time constraints. We also hold code review sessions to make sure that the production support team understand the business requirements of the client. We try to make sure that we are not breaking any currently working functionality while fixing the current issue at hand.
    I have also held training session with our team members by going overseas to have face to face meetings with our workers in China. We also hold training sessions over NetMeeting and conference calls whenever necessary.
    Another task is making sure that code deliveries are made in the proper environments. This would require that I coordinate with the new development team and quality assurance team so that we know where our code versions reside. We currently have a production environment running on 5 different central application servers that run on a load balancing scheme. We have 12 separate environments that we use for development, internal Quality Assurance and User Acceptance testing. I would also coordinate with our other team leads(QA and Development) to manage the environments and code versions.
    Working with the IBM other team members, together with our client we review and schedule new releases and fix packs. This is to make sure that we include any high severity issues as quickly as possible on the latest outgoing releases.
    Prior to this role I was a Project Manager for a year delivering our Global Expense Reporting Product to our external customer, Xerox. This would involve scheduling and planning with our Development group, Quality Assurance and our hosting group as well as the client. This would first involve meeting with the client to go over any high priority issues and change requests(new development). We try to schedule and coordinate with the client and development group, what we can delivery in a timely manner. Basically, the role required that I engage the client on a daily basis to make sure that customer expectations were in line with our schedule and delivery content.
    Before this role, I was in the Development Technical Delivery group. I initially started as a Technical Support Specialist for 6 months in order to learn the product as well as getting acquainted with clients and their problems. This was very helpful in getting to know the business role of the product. Tasks would include solving day to day issues/questions as well as developing code fixes. After 6 months, I started coding/implementing the server side portion of the solution for new clients. Even though I had the title as a developer I would be involved in all key aspects of the Project Life Cycle. In this role, I had delivered our product to a little over 20 clients, which included Snap On, Marriot, J&J;, Lenovo, Four Seasons, Eli Lily, Fujitsu, Altria and Philip Morris, and Bristol Myers Squib.
    Analysis, Design and Coding usually would entail new key custom updates to the current product. An example would be that the product initially had its own user authentication piece, but some clients required the product to hook into the LDAP system. This required customization on the server side to no longer validate the users, but leave the validation to the clients LDAP authentication if that was passed to allow login for those users. After authentication, we would also need to communicate with LDAP in order to get the user¡¯s profile information. (I.e. First name, Last Name, Dept, Location, etc...). Other types of customization would require cookies to be created on a user¡¯s machine in order to have some low level security. Making sure that the webpage would time out after a certain set of time. Pulling the user IDs from the cookies, etc¡­ These are examples that would be customized outside the product. A large portion of customization would be output files to feed a client¡¯s financial system. Also there would be Databases table updates that clients request where they would like particular data to be stored.
    Types of business processes would include authentication of users, user profile management, processing of input file
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