Owen Sood-Giddings

Experience

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  Achieve Healthcare Technologies

  May 2003 - Aug 2003

  Intern, Software Development Group

  - Performed software development in Java, SQL and HTML languages for a web-based healthcare application.

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  Achieve Healthcare Technologies

  Jun 2005 - Aug 2005

  Intern, Information Technology Technical Services Group,

  - Performed software development in Java and on-site customer support and network infrastructure installations.

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  Seton Hall University

  Sept 2005 - May 2008

  Web Developer

  - Upkeep and support of university website, including programming tasks and web page design using HTML, Javascript, CSS and Flash.

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  Commission for Human Rights and Administrative Justice (CHRAJ)

  Jun 2006 - Aug 2006

  Legal Intern: Anti-Corruption

  - Granted a Public Interest Fellowship from Seton Hall University for summer work- Responsible for research on international standards on governmental corruption for The Commission’s anti-corruption litigation.- Provided evidentiary analysis and wrote position statements for specific high level anti-corruption cases.

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  Essex County Prosecutor's Office

  Jun 2007 - Dec 2007

  Legal Intern: Homicide Department

  - Responsible for responding to petitions for post-conviction relief as well as aiding prosecutors in the development of cases through evidentiary analysis and the drafting of legal memoranda.- Appeared in court on behalf of the State in municipal appeals cases.

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  RightNow

  May 2009 - Oct 2012

  Technical Lead - Customer Care

  Technical Team Lead, Customer Care, May 2009-Current- Customer care specialist for the Oracle RightNow product, including significant work in PHP, SQL, web technologies, database maintenance and CRM configuration primarily involving APAC and European customers.- Responsible for day-to-day guidance, training, and work prioritization for the APAC team, composed of agents in Japan, Australia, and the U.S.- Interface with higher level management to plan quarterly goals and develop support processes, and am a primary point for the effective communication of those processes to my team.- Significant experience with customers’ standard and customized implementations of our CRM tools and developing solutions and fixes based upon them.- Developed front-end and back-end knowledge of the application, with a demonstrated ability to not only understand what the application does, but how it functions at a deeper level and how it interacts with databases, custom code, etc. Show less

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  Oracle

  Oct 2012 - Jul 2013

  Senior Application Engineer

  - Upkeep of our upgrade development environment, including database maintenance and development utilizing Python and Shell scripting- Development of custom code and processes using the Oracle/RightNow API framework- PHP, Python, MYSQL and Javascript development of stand alone tools for enhancing and streamlining our upgrade systems- Responsible for the team's change management system using GIT and Assembla- SCRUM master for our tools team's agile development cycle- Performed training sessions for our engineers in the U.S. and India Show less

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  Eventus Solutions Group, LLC

  Jul 2013 - Aug 2014

  Senior Cloud Engineer

  - CRM implementation consultant for government and private sector customers- Configuration and implementation of the Oracle RightNow application across several industries and use cases, including both configuration and customization responsibilities- Integration and customization development using PHP, Javascript, Oracle APIs, C#, .Net and Python (frequency of use in that order)- Participated in the roll-out and continued use of agile/scrum development methodologies

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  Oracle

  Aug 2014 - now

  Operations Customizations Tech Lead & Project Wrangler

  - Responsible for Operations Engineering project life cycle, including backlog & workload management, requirements gathering, stakeholder sign-off, and deployment to support, administrate and develop tools for a 24/7 support organization- Development team is tasked with continuous delivery of bug/defect fixes, enhancement sprints for smaller projects, and larger 2-6 month development projects, serving requests for internal and customer stakeholders. My responsibility is to manage those processes.- Identification of organizational needs & goals and development of tools & processes to address them- Act as technical lead for in-flight projectsAdditional Technical Work:- Development of tools to be used by support agents and managers. Frequently used technologies include PHP, SQL, Javascript, C#, Visual Studio- Integrations development for tools to interact with other Oracle platforms and software- Site management for 3 (and probably more by the time you read this) Oracle Service Cloud instances Show less