Spencer Muncey

Experience

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  Halliburton

  May 2014 - Aug 2014

  Big Data Developer

  UNSTRUCTURED TEXTUAL DATA ANALYSIS PROJECTI was the team leader charged with developing an end to end software program that would analyze unstructured data from customer surveys. This analysis would provide insight into the customer sentiment towards Landmark software products and Customer Support services. DATA MODELING■ Worked with Chief Software Architect and Customer Support specialist to develop a Customer Support domain and dimensional model■ Gathered requirements from Customer Support specialist to determine what business rules needed to be followedDATA SCIENCE■ Conducted extensive research on unstructured textual analytics, sentiment analysis, machine learning, deep learning, and natural language processing ■ Identified what dimensions a survey could have (company, time, etc.)■ Performed sampling of data to manually assign sentiment values (satisfied, unsatisfied)■ Created a MySQL database with fact and dimension tables■ Created MySQL table joins to populate visualizations SOFTWARE SOLUTION■ Developed part of several custom Java based programs to automate the data analysis■ Built backend automation processes for the software program■ Used Deep Learning algorithms to perform topic extraction, sentiment scoring, and issue classification on 2 years worth of surveys (3335 surveys)■ Mapped extracted topics that were client specific vernacular to Customer Support Domain specific taxonomies ■ Interpreted the data and presented findings to Customer Support management team ■ Developed solution approach to scale application into the enterprise Show less

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  NI (National Instruments)

  May 2015 - Aug 2015

  Database Administrator

  SQL PERFORMANCE ANALYZER IMPLEMENTATIONI was in charge of implementing Oracle's SQL Performance Analyzer on seven databases for the 3rd quarter 2015 database patch cycle and future quarterly releases. This tool is designed to identify and quantify SQL performance improvement or regression after a database change.■ Conducted extensive research on database regression testing, Oracle Enterprise Manager, and Oracle SQL Performance Analyzer tool■ Worked with business managers to determine database critical path processes and frequency■ Created global object naming standards and execution policies for database administration team to follow when using the tool■ Identified, documented, and sought resolution for bugs in software■ Communicated results of the seven analysis reports to database administration team and business managers■ Synthesized knowledge into online workflow manual ■ Taught team members how to use the tool Show less

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  NI (National Instruments)

  Jun 2016 - Feb 2019

  SALESFORCE CRM AND ORACLE ERP TEAM LEAD DEVELOPER ■ Provide IT application escalation and enhancement support for Oracle’s Territory Management module that facilitated territory coverage modeling for 1200 global sales reps■ Developed and deployed over 100 Salesforce and other sales application bug fixes and enhancement requests■ Led team of two in the delivery of the Quarterly Territory Update Automation Project (200 man-hour manual process automated to under 10 minutes) ■ Designed, built, and deployed automated Salesforce account ownership program to ensure proper account visibility for sales reps■ Designed, built, and deployed Informática based Customer 360 solution where Salesforce accounts are matched up with Oracle ERP territories, quotes, and orders Show less ORACLE ERP AND JAVA WEB SERVICES DEVELOPER■ Provide IT application escalation and enhancement support for custom JSF web pages, Google Chrome extension, Lotus Notes email database, and Oracle ERP Depot Repair ■ Identified the need and secured approval for me to design, build and deploy an enterprise agreement mass update application that reduced a twenty hour process to several minutes■ Developed, deployed, and trained users on a multi-application enhancement that allowed service representatives to link internal solutions to customer service requests■ Resolved over 20 complex, high severity issues ■ Provided technical insight on the Oracle Depot Repair integrations needed to functional team members Show less ORACLE ERP CONSOLIDATION PROJECT DEVELOPER■ Analyzed and communicated to stakeholders differences between the two source systems for 12 custom business critical applications to support business process consolidation efforts■ Consolidated, refactored, and migrated those custom applications to the new system with 92% go-live success rate■ Provided testing cycle and go live issue resolution support to Business Analysts and end users ■ Documented code changes for future maintenance and transitioned application support to dedicated support team Show less

  • Programmer Analyst - Sales IT

    Sept 2017 - Feb 2019

  • Programmer Analyst - Support and Services IT

    May 2017 - Sept 2017

  • Programmer Analyst - Customer Operations IT

    Jun 2016 - May 2017
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  AbbVie

  Feb 2019 - Jul 2022

  Information Technology Business Relationship Manager

  o Supervised a team of 5 engineers and analysts (onshore/offshore) delivering global IT application services, issue resolution, and escalation support for Salesforce and telephony platforms across 5 sites with 600 users.o Managed demand intake, shaped application strategy, and led quarterly roadmap reviews with IT and business leadership.o Developed business cases to secure funding and presented monthly project financial and status reports.o Gathered business requirements, conducted user acceptance testing, and executed change management activities.o Functioned as the primary liaison between site leadership and corporate IT, providing change management support.Key Accomplishments:o Implemented an Agile release management process, reducing Salesforce change rollback rate by over 95%.o Led Enterprise Data initiative to merge site data repositories into one reporting platform.o Standardized case record types, category, and subcategory values, ensuring consistent sitewide case metrics.o Increased email SLA compliance to 80%+ by automating Salesforce case assignment with telephony platformo Improved first call resolution by 40% using Salesforce Knowledge with standardized templates.o Successfully deployed over 600 changes through an Agile release management process for the telephony platform. Show less

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  CVS Health

  Jul 2022 - now

  IT Product Operations Manager