Chester, VT & Berwyn, PA
One of the world's premier information providers consisting of 350 newspapers online with 150 million articles.Senior Sales/Systems Support Engineer, NewsBank Media Services (2002-2010)Developed technology roadmap for new product/services development strategy, giving direction to the business's total new product effort. Led cross-functional teams of IT specialists in sales support, project management, application programming, product development, and internal technical and server support. Designed, implemented, and integrated software product add-ins and multiple third-party features into the core business system to enhance product functionality. Functioned as Lead Engineer, integrating new systems into existing environments for 80+ publishers across the U.S., Canada, and Latin America. Provided innovative ongoing maintenance and technical support for those customers.Served as Project Leader for successful software upgrade development project of SAVE newspaper library system, extending the product life cycle to maximize revenue.
Designed, configured, and implemented the hardware and software environment for SAVE service bureau system, allowing company to attract and retain its SAVE customers.
Dramatically improved access to centralized, accurate product information by building in-house sales support and marketing documentation for SAVE 6 in wiki format.
Developed and documented technical installation procedures and user support processes for AIX, Solaris, Linux, and Windows implementations of company's products.
KNIGHT RIDDER/MEDIASTREAM Manager, Technical Support (1989-2002)Provided marketing technical support from the sales process through production implementation; prepared and delivered on-site and in-house sales and training presentations to technical and non-technical audiences. Administered operating system and hardware technical support for internal server systems, as well as remote customer systems. Designed, configured, and implemented new software and hardware systems in multi-platform environments running AIX, Solaris, Linux, and Windows. Wrote and instituted 24/7 support policies, configured PBX/voicemail system to reflect after-hours policies, and managed and actively participated in on-call support rotation.Recognized as subject matter expert (SME) in UNIX shell and utilities for the enterprise; mentored direct reports and ensured related platform and product knowledge transfer across business lines.
Streamlined implementation of pre-install and quality control procedures, reducing overall installation time of content management system servers on-site.
Conceptualized and developed the hardware and software environment for service bureau system which became the foundation of NewsLibrary newspaper data marketing system; migrated legacy data from IBM mainframe.
Designed, configured, and seamlessly implemented Managed File Transfer (MFT) solutions for secure sharing and distribution of data through the network; eliminated need for data interchange via magnetic tape and associated labor, and reduced media and shipping costs for geographically-dispersed customers.
Redesigned and configured network protocols in place of slow dial-up connections, eliminating the need for modems and long-distance telephone connections, upon widespread adoption of Internet connectivity.
Successfully managed MediaStream's reseller business, resulting in the sale of over 100 servers for use as SAVE platforms for new and upgrade installations.