Kelly McGraw is an experienced technical professional seeking a challenging position utilizing her leadership, organizational, communication, and problem-solving skills. She has over 20 years of experience at IBM, including roles as a global team lead, project manager, and technical support engineer. She leads teams, manages projects, provides technical support, and has expertise in various technologies.

1. Kelly McGraw
8604 Reindeer Moss Drive, Wake Forest, NC 27587
(919) 554-2201
Kelly_McGraw@yahoo.com
SUMMARY
I am an extremely motivated, highly rated and well organized technical professional with demonstrated leadership experience
as a technical support leader of a global support team and as a software project manager while at IBM. I possess excellent
interpersonal, communication and situational awareness that allows me to adapt and excel in a team environment. I am
seeking a challenging professional position in a team environment that would allow me to utilize my leadership,
organizational, communication and problem determination skills.
SKILLS SUMMARY
Technical Support Agile IBM Rational products (RDz, RPP, RD&T, RTC)
Support Team Lead COBOL Windows
Kepner-Tregoe Problem Resolution PL/I z/OS
Project Management Visual Basic Linux
Crisis/Risk Management SQL Eclipse
Coaching and Mentoring JCL Java
PROFESSIONAL EXPERIENCE
IBM Corporation, Raleigh, NC 1999-Present
Global Team Lead, Software Technical Support Engineer 2010 – Present
Team leader for a global technical support team supporting multiple products providing 24X7 WW support. Responsible for
team operations and technical competencies.
• Team lead for a global team of 17 Rational customer support engineers for IBM Rational Developer or System
z, Rational Developer and Test Environment for System z, Rational Developer for System p, Rational Team
Concert for System z/p and Rational Programming Patterns.
• Provided technical support Rational Developer for System z and Rational Developer and Test Environment
products responsible for client interaction and problem determination.
• Trained in Kepner and Tregoe problem determination methodology (http://www.kepner-tregoe.com/who-we-
serve/it-support/).
• Improved, defined and documented team processes as well as collaborated with brand wide teams to develop
new and improve old processes.
• Responsible for the team’s technical competency, identifying gaps and coordinating enablement sessions.
• Responsible for new team member development, documenting the process and driving progress of the timeline
plan.
• Responsible for predicting and driving team goal measurements on a yearly basis which included customer call
counts, team metrics around calls and other internal goals.
• Identify product quality gaps through Orthogonal PMR Classification and improve serviceability, functional
weaknesses and address customer pain points via collaboration with development, documentation and test
teams.
• Managed all aspects of the teams call management, workload, resource availability and critical customer
situations.
• Innovated new reporting methods through Rational Team Concert by creating support dashboards to ease
management of APAR, support collaboration tickets and other key work items.
• Participated in defining and setting up a new group specific for assisting clients with the setup, deployment and
management of acquired software IBM software which is now a very successful program being adopted at a
larger scope in the brand.
Project Manager, Software Engineer 2006 - 2010
Managed project development activities through all phases of software development life cycle for a global team. This
includes management of customer requirements, design, development, testing, technical documentation, POC work, and
delivery.

2. • Lead Project Manager for large scale software development tool, Rational Developer for System z, consisting of
seventy resources and revenue sales of twenty five million per year.
• Responsible for driving the product through all of the Integrated Product Development phases which included
management of plan phase activities and executive approval, development phase, qualify phase and product
availability phase and executive ship approval.
• Responsible for tracking and reporting all phases of software development in a clear and complete manner using
industry standard software tools.
• Managed the development activities of three product releases for the Rational Developer for System z, an
Eclipse based integrated development environment that combines COBOL, PL/I, C/C++, High-Level
Assembler, and Java tooling for building multi-tiered, mixed workload applications that leverage XML and
Web services.
• Managed the development activities of WebSphere Developer Debugger for System z, an Eclipse based
debugging tool for applications developed in C/C++, COBOL, PL/I and Assembler.
• Drove and owned defining product process and procedures for all facets of product development which were
within ISO and IPD compliance.
• Drove release planning activities involving customer requirement input from internal and external customers,
approval of release content and product scheduling.
• Responsible for risk management and mitigation for multiple releases throughout the products life cycle.
• Prepared and submitted contracts and department to department agreements and commitments.
• Created and presented project status charts to senior IBM management.
Project Manager, Software Engineer 2004 - 2006
Project Manager for a new concept product addressing installation for IBM software products. Managed development
activities for the product requirements, design, development and documentation phases.
• Implemented a formal development methodology that tracked and reported all phases of software development
in a clear and complete manner using industry standard software tools.
• Managed the development activities of two product releases for the Generic Maintenance Installer which
leveraged IBM’s Solution Install Technology to achieve a fully independent Software Maintenance Delivery
Vehicle for all IBM Software Products.
• Introduced and implemented globalization, accessibility and Integrated Product Development concepts to my
organization.
• Project Manager for one of the pilot IBM components released using the new SWG IPD/ICD Process.
• Prepared and submitted contracts for agreements with other departments.
• Created and presented project status charts to senior IBM management.
• Pioneer in utilizing and deploying the Open Source Software Committee approval process used for
componentization of IBM’s Software Products and sub-components.
• Early adopter of the IBM Unified ICD process and participated in providing feedback for process improvement
across IBM Software Group.
• Actively participated with developing a support process for Autonomic Computing components.
Service Release Coordinator, Software Engineer 2001 - 2004
Coordinated the delivery of product updates which included development of new features, test, documentation and delivery
• Responsible for the coordination of maintenance deliverables for IBM Support and Service for IBM Websphere
Host On-Demand, IBM Websphere Screen Customizer, IBM Websphere Host Access Transformation Services,
IBM Host Publisher.
• Coordinated the development of new function, scheduled maintenance, non-scheduled maintenance, product
test, product build, documentation and delivery of each of the new releases for IBM Worldwide Customers.
• Responsible for administration and configuration of IBM Customer Support download sites for the products
listed.
• Provided in depth forecasting and budget information to the IBM Management Team.
• Executed against yearly forecasts to meet or exceed departmental business objectives and goals.
• Departmental representative to the IBM Software Group Maintenance Strategy design and implementation
workgroup responsible for defining corporate wide maintenance terminology and unified maintenance strategy.

3. Team Lead, Technical Support Engineer 1999 – 2001
Planned, coordinated, and provided leadership for a technical support team who provided worldwide 24x7 support.
• Led a team of 18 senior and more seasoned customer support software engineers for IBM Websphere Host On-
Demand, and IBM Screen Customizer.
• Achieved and exceeded the established 88% overall Customer Satisfaction goal.
• Managed all aspects of call management, workload, resource availability and critical customer situations.
• Provided weekly feedback to team on technical awareness, resource requirements and published information via
a team plan.
• Cited by RSSP auditors as one of the best documented team practices in the division.
• Established Subject Matter Experts to further train and advise the team on the technical issues where they were
deemed the “expert” for the given area or functional aspect of the products supported.
• Trained and mentored new team members.
• Improved cross team collaboration resulting in increased overall productivity.
Dollar Rent A Car, Tulsa, OK - December 1998 – August 1999
Associate Programmer, Dollar Rent A Car 1998 – 1999
• Designed, developed, and implemented a time management program for Dollar Rent A Car Human Resources
using Microsoft Access, Microsoft Visual Basic and Active X controls.
• Created various SQL loader programs for Unix platforms that were designed to transfer flat files to an Oracle
Database and then store them as records.
Education:
Bachelors of Business Administration: Major in MIS, Northeastern State University
IBM Courses:
Project Management Fundamentals Leadership in a Project Team Environment
Completed Staff Work Administration of WebShpere
Linux Basics and Installation Linux System Administration
AS/400 System Operator’s Object Oriented Programming
Java Language Essentials Java for Non-Programmers
Fundamentals of z/OS Kepner and Tregoe