Peter Dunn

Implementation and platform operations specialist with 20+ years of enterprise level technical support experience including enterprise SaaS/PaaS and OpenText content management platforms across several highly regulated industries. I have a proven track record with translating business requirements into technical requirements resulting in increased solution adoption. I have in-depth knowledge of OpenText xECM platform configuration optimization and scaling as well as advanced technical troubleshooting skills to resolve issues quickly and thoroughly.

I enjoy assisting with client onboarding, coordinating cross-functional initiatives, and optimizing enterprise systems through configuration management, testing, documentation, and process improvement to support my company/department. I have a strong background partnering with Product, Development, support vendors, and business stakeholders to deliver reliable, user-focused solutions in fast-paced environments.

Senior OpenText xECM Software Owner / Administrator at SoCalGas (2020-01 – Present)

Promoted to Software Owner in 2023.

• Provided technical support for applications as part of a PaaS OpenText xECM platform using Content Server, Archive Server, OTDS, and Appworks, handling system maintenance, audit, monitoring and issue resolution for end users.
• Gather, document, analyze, and convert customer business requests to strong technical requirements to the development team reducing time and cost of development by streamlining product development and enhancements tasks.
• Accountable for entire Release management process lifecycle of platform enhancements including discovery, configuration, testing/quality assurance process overview, release management, maintenance, and optimization.
• Support test cycles, functional validation, and user acceptance activities by reviewing and enforcing documentation rules, Review and optimise test cases scenarios, leading bug & enhancement reviews to ensure traceable and reliable migration results using JIRA and ServiceNow tools.
• Served as primary escalation point for configuration, operational support, enhancement requests, and activities in OpenText xECM AWS environment.
• Developed detailed technical documentation, operational procedures, and training materials for support team and stakeholders to increase support effectiveness reducing time to resolution and frequency of issues.
• Routinely performed system evaluations to Identify opportunities to improve operational efficiency, through standardization, reusable configuration models, and process improvements resulting in increased efficiencies and cost reduction and presented to management.
• Coordinated projects across multiple stakeholders to ensure cross team alignment, project timeline adherence, and successful project delivery resulting in more projects being delivered on time and within budget.
• Created/updated WebReports/LiveReports to provide focused data/reporting for changing business needs using javascript and MSSQL.

Senior Cloud Support Specialist / OpenText Administrator at OpenText (2008-01 – 2020-01)

Promotions: Senior Product Support Specialist (2014), Senior Cloud Support Specialist (2015)

• Supported enterprise SaaS and cloud-based OpenText environments for over 150 high-profile customers across multiple industries resulting in lower cost of ownership, more efficient issue resolution.
• Worked directly with clients to troubleshoot configuration issues, support onboarding activities, and resolve complex technical incidents in Opentext xECM environments to end user satisfaction.
• Coordinated issue resolution across Product, Development, and Cloud Operations teams while maintaining strong communication with stakeholders.
• Logged and tracked software defects, enhancement requests, and operational issues through structured ticketing and escalation processes.
• Participated in platform testing, validation, and release activities to ensure system stability and customer satisfaction.
• Authored knowledge base articles, support documentation, and operational procedures to improve support efficiency and user experience.
• Assisted with onboarding and mentoring of new team members through technical guidance and live training sessions.
• Contributed to continuous improvement initiatives focused on operational efficiency, support workflows, and service delivery processes.
• Participated in 24/7 on-call support rotation for enterprise cloud customers in high-availability environments

Micro Computer Manager – Canadore College (1999-01)