Michael Woodward's Email

Accomplished Lead Enterprise and Solution Architect with wide array of technical and analytical proficiencies surrounding the holistic architecture, development, and operational management of enterprise system solutions. Specialties: Leadership, architecture, custom development, reverse-engineering, data analytics, software integration, automation, synthetic monitoring and self healing capabilities, agility, process improvement, and availability. Languages: C#, .NET, SQL, Postgres, Korn/Bourne Shell, HTML, XML, PHP, Java, C++, Visual Basic Hardware: Storage Area Networks (SAN), RAID, Sun, Blade, Cisco networking devices, Dell PowerEdge, HP 800 series Technologies: Windows, Unix, Linux, SQLServer (2000, 2008), Microsoft Server Failover Clustering 2008 R2, Roadsend PHP, Eclipse 3.0 CDT PyDev, SubVersion, Visual Studio, Sybase, Sybase Replication, Office (Lync, Access, Excel, Word, SharePoint), PivotalHD, Platfora, Palantir, Hadoop, Informatica, Advanced List Management (ALM), UnifiedIP (UIP) Cisco Certified Network Associate (CCNA)

Service Delivery Manager @ Lead enterprise support and custom solution engineer focused on system availability, redundancy, compliance, and resiliency for American Express inbound and outbound communication channels. Currently managing Global Credit, Fraud, and Customer Service technologies across 234 Windows and Linux servers and spanning 11 countries. Q4 2012 Individual Recognition for the global development and implementation of a custom VisualBasic UnifiedIP automated outage circumvention utility, resulting in ~$600M in recovered revenue due to improving MTTR (Mean Time to Resolution) by 40 minutes per system outage. Q1 2013 Team lead and subject matter expertise accomplishment for designing, scoping, and testing undocumented enterprise application IP Address changes, EMC SAN data migrations, network flow diagrams, risk analysis, disaster recovery, datacenter and network migration of 89 physical servers hosting 222 virtual VMWare servers. From July 2014 to Present (1 year 6 months) Phoenix, Arizona AreaLead Data Architect @ From January 2014 to July 2014 (7 months) Service Delivery Manager @ Lead enterprise support and custom solution engineer focused on system availability, redundancy, compliance, and resiliency for American Express inbound and outbound communication channels. Currently managing Global Credit, Fraud, and Customer Service technologies across 234 Windows and Linux servers and spanning 11 countries. Q4 2012 Individual Recognition for the global development and implementation of a custom VisualBasic UnifiedIP automated outage circumvention utility, resulting in ~$600M in recovered revenue due to improving MTTR (Mean Time to Resolution) by 40 minutes per system outage. Q1 2013 Team lead and subject matter expertise accomplishment for designing, scoping, and testing undocumented enterprise application IP Address changes, EMC SAN data migrations, network flow diagrams, risk analysis, disaster recovery, datacenter and network migration of 89 physical servers hosting 222 virtual VMWare servers. Current projects: VirtualCCP Developing C#, SQL, and windows API-based synthetic monitoring and self-healing capabilities of UnifiedIP and ALM enterprise call center solutions. This utility will emulate all possible activities of a call center agent. The results will provide the ability to detect and correct system issues before symptoms are experienced, increasing system availability and improving the agent-customer experience. GVUNexus Enhancing outage circumvention utility on a C# codebase to automate actions previously owned by call center administrators. This utility will stop outbound campaigns, force all agents to log out of the system after handling their current calls, and proceed with the system reset. Projected savings of ~$525M annually in lost revenue due to improving MTTR (Mean Time to Resolution) by 30 minutes per outage. From May 2012 to January 2014 (1 year 9 months) Phoenix, Arizona AreaTechnical Support Engineer Sr. @ Lead support engineer and subject matter expert for Advanced List Management and Unified IP flagship outbound solutions. Dedicated resource to 18 systems, seating 8,000 dialer agents and internationally acclaimed escalation point for database, Linux, and Windows administration, custom solution architecture, server upgrades and system implementations • Q4 2010 Excellence Award for scoping, documenting, and executing $2.3M contact center platform migration • Q1 2011 Excellence Award for fostering stronger customer relationships, leading to the sale of six additional systems • Q1 2012 High Performer Award for developing and delivering support training for the next generation of outbound software From 2009 to May 2012 (3 years) Technical Support Specialist @ Case management and Desktop support with rapid ramp-up requirements. Success stepping forward in position managing server migration, system upgrade, network administration, disaster prevention, and IT solutions From 2004 to 2005 (1 year)

Associates of Science, Computer Science @ Georgia Perimeter College Michael Woodward is skilled in: Integration, Servers, Technical Support, Microsoft SQL Server, Enterprise Software, CTI, Linux, Unified Communications, Contact Centers, SQL, Telephony, C++, Visual Basic, Solution Development, Sybase