Janice Dubyak

Experience

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  Bluebird Systems, Inc.

  Oct 1984 - Jan 1989

  Manager, Systems Support

  Managed the support of 250 Value Added Resellers (VAR) using IBM micro-based systems with the multi-user SuperDOS operating system, compilers and tools. Directed 6 Systems Support Engineers in their daily technical support roles. Executed all management responsibilities for the group, such as budgeting, performance reviews and hiring. Acted as primary Technical System Support Department representative to the corporate escalation team. Used superb troubleshooting skills to solve the most difficult IT issues, conducted training classes for VAR, internal technical support, sales and marketing staff. Published monthly technical newsletter available to VAR client base. Performed on-site installation support and training domestically and internationally. Performed pre-sales activities, demonstrations, seminars, trade show support. Designed and coded new application modules for the Bluebird Systems auto rental industry application package. Wrote technical documentation for the Bluebird Systems auto rental industry application package. Show less

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  The Reynolds and Reynolds Company / National Medical Computer Systems (subsidiary)

  Jan 1990 - Apr 1992

  Lead Technical Support Manager

  Managed 4 technical support representatives in operating system and hardware support for over 900 IBM AS/400, S/36 and Bluebird Systems micro-based end users. Provided extensive telephone and on-site application support for proprietary radiologist software. Acted as primary liaison for technical troubleshooting and conflict resolution with suppliers of data communications and third party hardware maintenance services. Managed the publishing of monthly end user newsletter.

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  Blue Martini Software

  Jan 2001 - May 2002

  Senior Technical Support Manager

  Managed and mentored 5 member team tasked with providing worldwide technical support to Fortune 500 customers using state of the art Blue Martini eCommerce Java based application suite. Maintained technical account manager relationships with high profile client list. Strategically positioned in cross-functional role between software engineers, technical support representatives, consultants and customers: tasked with the pivotal responsibilities for bringing precisely the required technical assets to bear on the most difficult escalations. Charged with analyzing and reporting departmental performance metrics. Attained and maintained technical expertise of eCommerce suite built on the Blue Martini Software customer interaction engine. Represented the technical support department on cross-functional corporate release team tasked with control over the system development process, lifecycle and change management. Show less

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  Calico Corners (Everfast, Inc.)

  Mar 2005 - Nov 2009

  Sales Account Manager

  Sold high-end custom designed home decor products.

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  Sabre Systems Inc.

  Nov 2009 - Jan 2012

  Senior Technical Support Manager | Senior Technical Program Manager

  Senior Technical Support Manager and Lead Program Manager assigned to the United States Naval Academy in Annapolis, MD. Managed and mentored a staff of 16 Sabre Systems Information Technology Specialists. IT network account manager tasked with maintaining the network accounts for over 7600 faculty, staff and students with extensive experience using Active Directory, Web Intelligence and ERP account management tools. Tasked with the daily operations of the United States Naval Academy technical support helpdesk. Pivotal member of project management teams conducting product research, impact analysis, strategic planning and documentation development (email distribution lists, service management suite, identity management). Compiled key departmental budgeting and hardware lifecycle management metrics for fiscal departmental decision paper. Worked with the United States Naval Academy security standard tools: Bradford Campus Manager and M+Guardian. Show less