Customer Service Quality Assurance
Resume:
Anaheim, Ca. *****
949-***-**** (Cell)
*********@*****.***
James Shea
Title
Operations Director
Primary Skills
Information Technologies strategy management, Database Administration, Architecture & Integration, Project Management, Customer Service, Business Analysis
RESUME DETAILS
EXECUTIVE SUMMARY
Accomplished, innovative and hands on Information Technology executive with demonstrated experience in planning, developing, and creating robust IT architectures and infrastructures. Develop and execute strategic plans for implementation of policy, tools, and process designed to maintain compliance with corporate and external requirements, operational excellence through lifecycle management, and good security practices focusing on risk and education. Proven ability to identify problems, analyze possible solutions and determine best course of action to meet objectives.
AREAS OF EXPERTISE
Organization & Staff Development Budgeting & Cost Control & Team Building
Database Administration Strategic Analysis Architecture & Integration
Project Management Customer Service Business Analysis
PROFESSIONAL EXPERIENCE
Director of Operations 2009-Present
Prospect Mortgage (Purchased Ameripath Mortgage), Irvine, CA
Working in conjunction with Branch EVP, Sales (VP or Director), Director of Business Development, and Director of Processing to set organizations goals and expectation. Develop processes to meet said goals. Develops and utilizes Management tools to ensure goals are being met.
• Point of contact for all Technology, Facilities, and Customer Service resources.
• Assesses and procures proper resources for project needs.
• Develops systems and processes to meet changing business needs.
• Manages project time tables to ensure timely delivery and desired objectives are met.
• Develops and Manages relationships with Corporate department heads in order to secure resources for business needs and projects.
• Manages data flow in order to develop metrics-based management tools in order to better manage business process.
• Develops internal customer service and operations team to ensure career path development and job knowledge growth so that the operations team in continually executing company constitution of world class service.
• Works with senior management team to develop business flow process and project plans to meet changing business needs.
• Proactively monitors operations business process. Resolves bottle necks in process flow in a timely manner.
• Protects operations by keeping information confidential.
• Provides information by collecting, analyzing, and summarizing development and service issues.
• Develops software solutions by studying information needs; conferring with users; studying systems flow, data usage, and work processes; investigating problem areas; following the software development lifecycle.
Metrics-Based Management:
• Developing business plans and resources to meet operational goals. Analyzing Information , General Programming Skills, Software Design, Software Debugging, Software Documentation, Software Testing, Problem Solving, Teamwork, Software Development Fundamentals, Software Development Process, Software Requirements
Director of Information Technology and Facilities 2005-2009
Ameripath Mortgage, Irvine, CA
Reporting to the CEO and EVP of operations, responsible and accountable for ensuring that the Internal Domain and e-Commerce infrastructure is highly available, extremely scalable while maintaining great performance levels. Leading the efforts for design, implementation, maintenance, and support of the system architecture for the entire.
• Successfully implemented the system upgrade from SalesLogix 6.2 LAN to the new SalesLogix 7.1 web.
• Managed the development and network teams to ensure all milestones where achieved in a timely manner, developed the processes to migrate the data from one data structure to the other, and worked with the development team as well as developed the customizations for the new platform.
• Implemented and managed the domain integration of 2 AD domains when Ameripath was acquired by Prospect Mortgage.
• Manage both on-site and off-site development teams, network administrators, and quality assurance teams.
• Significantly reduced downtime of all applications by implementing best practices for software patches.
• Increased monitoring of all single points of failure and reduced downtime by changing the infrastructure.
• Drastically reduced hardware costs by using virtualization technologies to reduce downtime for critical systems.
• Led successful implementation of numerous projects to help increase traffic and conversion: multiple page designs, Commission Junction, product normalization, expert and customer reviews.
• Document, implement, and set accountabilities for software development and quality assurance.
• Manage all aspects of the Software Development Life-cycle.
• Increased productivity through application development and deployment.
• Develop, test, and execute best practices for security implementation and data recovery.
I.T. Systems Support Specialist 2000-2005
Nikken Inc., Irvine, CA
Reporting to the CIO, responsible for managing all aspects of the company's Information Systems. Oversee major IT functions including: security risk assessment, incident response, security policy creation and enforcement, business continuity planning, disaster recovery, project management, budgeting, application support, and business planning.
• Senior level Tech Support, Software Development, Quality Assurance, Network Administration, and Data Processing. Improve service levels. Establish a rapport and credibility with department.
• Introduce and integrate new technologies: Internet and Intranet sites for employees and customers helping increase millions in additional revenue.
• Monitor back-ups, error log & other associated tasks. Resolve various problems associated with back-end such as contention, locking & replication.
OTHER SKILLS AND PROFICIENCIES
Areas of Proficiency:
* Windows NT/2000/2003/2007 * Exchange * PC/Desktop Support * Network Infrastructure
* Active Directory * Disaster Recovery * DNS Management * T1 / DS3
* Backup Exec * Hardware * Wiring/Cabling * Web design
* Process automation * HP OmniBack * Telephony technologies * VMWARE ESX 3.0
Network:
Services: Active Directory, WINS, DHCP, DNS, NDS, HTTP, FTP, Telnet, IIS,VPN, MPLS
Connectivity: Ethernet, Fast Ethernet, DSL, ISDN
Media: Twisted Pair, Fiber, Coax, Serial, Wireless
Hardware: Routers, Switches, Bridges, Hubs, Firewalls, Wireless Access Points, Printers
Backup Systems: DDS, DLT
Operating Systems: Microsoft Windows NT 4.0/2000/2003, Linux, HP/UX, VMWare ESX
Email Systems: Exchange 2003,
Database Engines: Microsoft SQL Server, Pervasive SQL, MS Access
Hardware: Dell, Compaq, HP, Intel, 3Com, SonicWall, Linksys, Dlink,
Fault Tolerance: Disk Mirroring, Duplexing, Striping, Hot Stand By, Hot Swap
Troubleshooting Tools: Packet Analyzers, IDS, IDP, Security Analyzers, Network/Performance Monitor
Desktop OS: MS-DOS, Windows 3.1, 95, 98, NT, 2000, XP, Red Hat Linux, Suse Linux, HP-UX
Hardware: Laptops, PDA’s, Scanners, Printers, USB, Firewire, Multiple Monitors, Harris PBX, Octel voicemail, Panasonic Keyswitch, Polycom View station, IVR, SpectraLink, Iconnect, Interalia, Cisco Catalyst 6509/2948G, HP Data LTO Backup Tape Drives, HP Servers, Dell LTO3 backup drives, Dell servers
Manufacturers: Dell, Compaq, HP, Gateway, clones
Telephony Systems: Harris 20/20/Map, Panasonic keyswitch, Toshiba Strata
Voicemail Systems: Octel, Toshiba
Programming Languages: Crystal Reports, ASP.NET, HTML, VB.NET, VB6, SQL, Coldfusion,
Procomm Plus
Applications: MS Office 97/2000/XP/2003, Norton Antivirus/Corporate Edition,
PC Anywhere, MAS90/MAS200, Ghost, Acronys, MS Visual Studio/InterDev 6.0, Real, Media, Adobe Photoshop 5.0, Adobe Premiere 5.0, ProcomPlus, Pcanywhere, Cumulus, Calyx Point, Best SalesLogix, Peachtree, MortgageIQ, DOCMagic, other antivirus solutions, management software, SCRIBE, Knowledge Sync, MS WSUS, Visual C++, Certified SalesLogix Web 7.0 Developer
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