Thomas W.

## BIO Motivated, technically sophisticated and internet-savvy professional with a pioneering career reflecting strong leadership qualifications coupled with hands-on IS and networking expertise. Maintain focus on achieving bottomline results while formulating and implementing advanced technology and business solutions to meet a diversity of needs. Superior record of delivering simultaneous large-scale, mission-critical projects on time and under budget. Team-based management style and excellent interpersonal communication skills. **EXPERIENCE** **7Doors-Interactive, Cape Canaveral, FL November 2005 – Present** * Private Business Solutions Development (Programmer Contractor) Development of SOHO web applications, plus misc. Ecommerce Projects **CHEP, Orlando, FL 2003-November 2005** Senior Technical Support Analyst . European 2nd level technical support in German and English including Operating System support Windows2000, Handhelds, wireless devices, SAP, Siebel, CIEL/ECOS, Hyperion, FileNET, RECALL product line, Active Directory Administration, Support of several global custom build legacy systems **AOL Time Warner, Europe, Saarbruecken, Germany 1998-2003** Project Manager . Managed and supervised Billing System Project in excess of $ 3 Million through all project stages. . Analyzed and optimized Billing System CTI Processes resulting in annual budget savings of $ 0.8 Million. . Developed GUI for Billing System . Developed training concept for 550 Customer Care Consultants for new Billing System. Product Support Specialist 2000 - 2001 . Designed and developed technical support knowledge bases for two German ISP client products in excess of $ 0.5 Million. . Updated and optimized technical support knowledge bases for five German ISP client products in excess of $ 0.25 Million. . Promotion to Project Manager Senior Technical Customer Care Consultant 1998 - 2000 . Technical support of all AOL Time Warner, Europe brands in German and English including Operating System support for Windows 3.x – Windows XP, Linux, MAC OS, Handhelds, wireless devices. Promotion to Product Support Specialist **TecInno GmbH (now Empolis AG), Siegelbach, Germany 1997 - 1998** **Graphic Designer** Development & Design of Java graphical user interfaces for knowledge management tools including products *“Orenge 4.0, CBRWorksâ€* ## Area of Expertise **EDUCATION** University of Maryland, Ramstein Airbase Germany . Business Administration and Computer Science 1994–1997 University of Kaiserslautern, Kaiserslautern Germany . Information System Studies, German Lingustics, Social Psychology 1997–2001 Inference – Educational Systems, Bristol UK . Knowledge Engineer Training 2001 **SKILLS** *Soft Skills* . Team/Group building, Communication . Results oriented proven problem solving . Multi-tasking . Systems thinking *Business Skills* . Project Management, Budget Analysis, Performance Analysis . Customer Relationship management concepts and practices . Customer Care concepts and practices . Workflow Analysis / Optimization . Case based reasoning Expert . German labor laws **Computer Skills** *Operating Systems* . Linux, Unix, MAC, WIN3.1, 9x, NT, 2000, XP Web Technology . Smalltalk, Java, Some C++/C# (approx. 1 year intermediate use) . Apache, IIS, Zope Webservers . Application Systems: ColdFusion, Weblogic, Tomcat, Zope . HTML/DHTML/XML/XSL various scripting languages . Adobe Design & Multimedia products, Macromedia Multimedia products *Database/Expert Systems Technology* . CRM/DCM/Billing Systems. Sybase/Oracle/MySQL/PostGRESQL SAP / SIEBEL . Inference Product Line . MS Office Applications, MS Project, MS Visio, MindManager . iThink and various other simulation, proficiency and mental model tools