Work History

Work History
Dec 2006 - Present

IBM Software Engineer Manager

IBM

Software Engineer Manager

IBM; Atlanta, GA2006 to Present

Lead a team of 10 software engineers providing global enterprise customers with advanced software application support. Responsible for delivering timely, quality problem solutions for a major IBM collaborative software application that generated $22 million in revenue for 2008. Duties include building strong relationships with new and existing customers, defining and leading projects, meeting or exceeding business objectives, analyzing and presenting data and increasing team performance and skill levels. Work directly with product management and development teams providing data analysis, candid feedback and business cases for overall product improvements.Major achievements include:

  • Exceeded all metrics objectives, decreasing product defect rates, time to resolution and customer satisfaction by 10-25% year to year.
  • Led the planning and deployment of an enterprise software support lab including several third party enterprise applications, Active Directory, Exchange, SiteMinder, 2003 Server etc.
  • Managed critical product issues for Seagate, Colgate, Kennametal, Federal Reserve Bank and many others, preventing the loss of millions of dollars in licensing revenue.
  • Led team to improve skills and increase technical certifications by 467%.
  • Proven ability to manage the software development life-cycle for collaborative applications through multiple releases.
  • Project Manager responsible for overhauling product Orthogonal Problem Classification, resulting in immediate quality feedback and future design changes.
  • Analyzed and presented key metrics data, resulting in the decision to add additional development headcount leading to improved product quality and establishing a baseline for needed product improvements.
  • Provided senior-management with objective statistical analysis and qualitative analysis of high profile customer situations resulting in product function improvements and increased customer satisfaction.
  • Inspired innovation and led team to develop several utilities, tripling patent submissions for 2008
  • Developed and implemented Co-Op/Intern Wiki, to maximize their experience with IBM.
May 2009 - Present

Application Specialist

Fiserv, Inc.

Support the CheckFree i-Series™ software package which offers a customizable end-to-end e-billing, e-invoicing, e-statement and e-payment solution that supports both business-to-business and business-to-consumer operations.• Redhat 4-5, AIX 6.2, Solaris 10• DB2 9.7, Oracle 10-11g• WebSphere 7.x

Apr 2006 - Nov 2006

University Relations – Collaborative Research Office

IBM

University Relations – Collaborative Research Office

IBM CHQ - Somers, NY2006

Nominated and selected for a highly competitive assignment with the IBM University Relations Collaborative Research office.Played a leading role in several projects related to university-industry research collaborations.Major achievements include:

  • Project lead responsible for creating an intellectual property Research Contracts central repository.
  • Created a University Relations best practices handbook for IBM employees to use when collaborating withUniversities for research purposes.
  • Created an executive webcast to use internally regarding University Relations programs.
  • Developed an Intellectual Property terminology document and reading list to familiarize IBM employees withvarious intellectual property topics.
  • Designed an internal and external University Relations Collaborative Research Office website.
Aug 2000 - Apr 2006

IBM Technical Team Lead

IBM

Technical Lead for a team of 7 Software Engineers supporting North America and EMEA customers.Responsible for driving the resolution of complex product issues, peer training and working directly with enterprise customers and product development.Major achievements include:

  • Developed two, step-by-step product installation and configuration guides, significantly reducing customer product education time.
  • Sent to top customer locations to resolve critical product issues, resulted in vastly improved customer relationships.
  • Project Manager for increasing product team’s technical documentation output, producing 2,300 technical documents between 2004 and 2006.
  • Lab Administrator, configured enterprise deployment of eLearning products which decreased team’s problem resolution time, often by weeks.
1995 - 2000

System Administrator

FRF Investments

Responsibilities included installing, supporting and maintaining servers and other computer systems, planning for and responding to service outages and other problems. Other duties included project management for systems-related projects, training staff, and being the consultant for general computer software questions and problems.

Education

Education

Awards & Assessments

Top Contributor Assessment – Fiserv:  2009

Bravo Award for Outstanding Performance – IBM:2005, 2008 & 2009

Top Contributor Assessment – IBM: 2004, 2005 & 2008

Above Average Contributor Assessment – IBM: 2001, 2002, 2003, 2006, 2007

Leadership Development

IBM Basic Blue Leadership Training (2008): Prerequisite course work for this training program included Change Leadership, Employee Development, Enabling Performance and Growth, HBR Case Studies.

IBM Leader Foundation Training (2007): Prior to participating in this leadership program, completed selected courses covering topics such as Coaching plus Personal, Team and IBM Framework Leadership.

Skills

Skills

Core Strengths and Competencies Include:

  Project Leadership Performance Management Metrics Analysis & Planning Superior Client Support Innovative & Solution Focused Strong Process Reengineering Skills Highly Organized & Reliable Graceful Under Pressure Information Management High-Impact Presentations Recruitment & Team Building Solid Understanding of IT Functions  

Interest

Leadership

Family

Fitness

History

Summary: Craig Chiofalo

Recognized for accomplishments involving the successful leadership of highly technical teams, cultivation of positive client relationships and delivery of solutions by addressing challenges with critical thinking.  Well-versed in all aspects of software application development, support and project leadership. Consistent track record of exceeding business objectives and managing projects. 

Core Strengths and Competencies Include:
  • Project Leadership
  • Performance Management
  • Metrics Analysis & Planning
  • Superior Client Support
  • Innovative & Solution Focused
  • Strong Process Reengineering Skills
  • Highly Organized & Reliable
  • Graceful Under Pressure
  • Information Management
  • High-Impact Presentations
  • Recruitment & Team Building
  • Solid Understanding of IT Functions