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Home > Business & Finance > Consulting > Information Systems > Eric Shankel
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Eric Shankel
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This expert is currently unavailable for sessions. We apologize for any inconvenience caused.
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Expert in:
Information Systems
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Rating:
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Languages:
English
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15 years of analysis and management experience in Information Technology/Systems, focused primarily on web-based and mobile technologies
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Degrees
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BA Engish Literature
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My Expert Service
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My most recent experience is running a IT Services Group where I was responsible for leading an extremely intelligent and diverse technical team that estimated, won and delivered hundreds of integrated mobile and web based software solutions for clients in hundreds of industries and all across the world.
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Experience & Qualifications
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• Services/Account Management – Successfully led a 50 person team that transformed a struggling $500k services business into a $5M custom software services group
• Resource Management – Increased billable work 50% over the first 3 months and improved morale exponentially by balancing the ever changing landscape of customer driven services and working collaboratively with development teams and clients.
• Process Improvement – Designed and implemented an extremely successful customer engagement process utilizing a mix of Agile and Traditional development methodologies that inserted the development team directly into the estimation and planning process which drove accountability, reliability and customer satisfaction off the charts
• Development Team Management – Fostered collaborative environments where small to medium sized teams of highly skilled knowledge workers could successfully interact with customers and quickly produce complex software solutions across multiple platforms and technologies
• Forecasting and Budgeting – Successfully built accurate forecasting and budgeting processes that allowed the senior management team to execute on a dependable and accurate business plans
• Business & IT Systems Analysis – Accurately and quickly gathered the appropriate business requirements, while displaying in-depth knowledge of how to use any of the following to deliver a cohesive and integrated IT solution: program/project management, application development methods, systems integration, data warehousing, business intelligence and quality assurance
• Project Management - Responsible for overall project management including, scheduling, technical sourcing, staffing, planning, continuous improvement and customer satisfaction
• Change/Configuration Coordinator - Responsible for enhancing communication, participation, and accountability between infrastructure support groups, a program management team, business sponsors, development teams, and the application support group which significantly increased the success rate of change/release activities and reduced project risks
• Support Planning – Planned and coordinated application assessments and defined the service level agreements, support hours, training plans, and overall deliverables
• Support Strategy – Worked with business analysts to develop a strategy that clearly defined the support model, security procedure, documentation, training and test plans
• Support Consulting – Consulted business application owners on support process including release to production, disaster recovery plan, service request, user administration
• Transition Management – Ensured completion and accuracy of support documentation and processes. Ensured the appropriate level of training was provided for the support staff. Set clear expectations with the development team on the requirements of parallel support
• Support Escalation Management – Communicated complex issues for prioritization and assisted in coordinating solutions that may include development or support involvement
• Operations Coordinator - Analyzed internal and external support processes on both tactical and operational levels and implemented new solutions that simplified and streamlined processes
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Available Modes Of Communication
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email/chat
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Contact
Eric Shankel
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