Customer Service Quality Assurance
Resume:
GERALD D. PATTILO
G ERALD
Southfield, MI 48076
************@*****.***
CAREER OBJECTIVE: High integrity, results-driven professional, offering 15+ years of experience in web/mobile
technology, interactive marketing, and operations. Seeking a Web Application Development position emphasizing
design, functionality, and a dynamic Web presence within a growth-oriented environment of a high tech marketplace.
Significant, hands-on experience in creating web based technology. Strong leader and Strategic thinker with
excellent communication skills.
PROFESSIONAL EXPERIENCE
November 2012 – Present
Relationship Marketing/Website Developer – Supplier Delivery Risk Management (SDRM)
Chrysler Group, LLC – Auburn Hills, MI
Responsible for the maintenance and redesign of several Supplier Delivery Risk Management websites that are
currently being utilized for the purpose of training and providing information with the main focus set on user-
centric and responsive design. Current activities include:
Develop and manage content on the Supplier Delivery Risk Management (SDRM) organization,
Chrysler Accounting & Material Procurement System (CHAMPS), the Supplier Delivery Development
(SDD) and the Evaluated Receipt Settlement (ERS) websites.
Research specific topics for the Leadership Team to present website design, value and functionality
at high level meetings.
Perform browser and usability testing on tablets and mobile devices for website accessibility.
Make recommendations and produce design solutions evaluating designs against requirements.
Strong planner, leader, and problem solver who delivers superior results in a highly
competitive environment.
Develop, implement, and monitor strategies in order to maximize opportunities with existing
accounts.
September 2007 – June 2008, March 2009 – November 2012
Business Analyst/Developer – IT Tools, Chrysler Group, LLC – Auburn Hills, MI
Information & Communication Technology Department (Contracted through Modis/Ajilon Consulting)
Responsible for requirements gathering, development, deployment and support of software tools used by the
CIO and ICT staff, and their internal business partners. Current activities include:
Prioritizing tasks, approving requirements documents and development plans, reporting progress,
and holding development service providers accountable for assigned deliverables for SeRV (Chrysler’s
Application Development Service Request System, developed in IBM Rational ClearQuest).
SharePoint Team Site Administrator responsible for administering and maintaining the Process and
Tools site, including creating sub sites and assigning permissions.
Update and maintenance of the Center for Learning Excellence (CLE) Web application, using IBM
WebSphere Studio Application Developer (WSAD) 5.0 for IBM WebSphere Application Server (WAS)
v5, and using an instance of Sybase database as backend. Web application includes several
components: CLE Homepage Website, the CEE inventory Web application and the CLE online
evaluation application.
Develop and manage content on the Information & Communication Technology (ICT) organization
website, working with the CIO and ICT Leadership Team to present current, valuable information to the
ICT staff as well as the Chrysler business community.
Maintenance of the Spotlight Recognition and recently redesigned Mentoring websites
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Support of the IBM Rational Clear Quest environment, responsible for developing templates with
rules to ensure that emails are triggered correctly through the Email Plus tool.
Support of the IBM Rational Method Composer (RMC) environment which houses Chrysler’s
Project Management, Program Development and Program Change process.
Research specific topics for the Leadership Team to present website design, value and functionality
at team meetings.
October 2008 – December 2008
HTML Programmer, Blue Cross Blue Shield (BCBS) – Southfield, MI (Contract Assignment)
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• Design, code, test, debug, document and maintain BCBS benefits charts. Perform tests to ensure
that they are acceptable to the quality assurance environment. Applied a wide breath of technical skills,
Internet knowledge, and experience across the spectrum of online development in the service of
maintaining various web pages.
June 2002 – September 2007
E-Business Specialist, Akzo Nobel Coatings, Inc. – Troy, MI
• Responsible for HTML and Cold Fusion-based Web site development (www.nam.sikkens.com and
www.nam.synteko.com) and maintenance, template design, graphics and Web marketing initiatives,
providing efficient, effective, user friendly Websites, to be utilized by both internal and external clients.
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Browser and usability testing for quality assurance and copyedit.
Web customer and technical support, user account administration.
Tracks registered Web visitors and provide data for research, to allow for further customization for
marketing and product offerings.
Generate and analyze weekly and monthly Web metrics reports.
Implement Websites to the search engines for prospective customer inquiries.
Presented product Websites during sales meetings and special corporate events.
Design, develop and manage databases, upload pages to server (tables, forms, frames, graphics).
Successful liaison between creative and development groups managing all consumer facing
eCommerce web sites.
Provided eCommerce technology recommendations and brand integration opportunities.
Marketing Functions
Design and Create corporate templates, documents, product labels, brochures, newsletters and
promotional flyers, including formatting and editing, from the draft stage to client-ready work with
increased speed and accuracy, meeting all agreed upon deadlines and staying within budget.
Create Powerpoint presentations for corporate meetings, design and optimize Web graphics.
Work with office technology for project management, planning and scheduling, maintain files within
Sales Logix library software.
Fax broadcasting- Web platform for launching campaigns, including document upload, list upload,
broadcast launch, and results tracking for marketing communications.
Develop digital video and audio files-create and convert digital video disks from analog media
Create forms and other online tools for customer information, product orders, and billing.
Convert technical and marketing collateral to HTML and PDF formats.
Research information via the World Wide Web, utilizing Internet Explorer, g athering and analyzing data,
generating reports, preparing plans and making recommendations.
Corporate Photographer- Responsible for photography for corporate engagements and events for use
on Website, brochures, promotional events, etc.
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February 2001- September 2001
Messaging Production & Training Specialist, Adval Communications - Southfield, MI
Conducted internal training in email HTML and fax for use on Web platform for launching mass
email or fax campaigns, including document upload, list upload, broadcast launch, and results tracking.
Trained high-level clients in creating or converting content for use on an internet-based messaging
platform.
Designed, developed and maintained corporate Website (www.adval.com) from conceptualization
stage to its implementation. Perform validation and testing of the finished Website.
Used excellent communication skills in tandem with an extensive technical knowledge to
troubleshoot and resolve problems for clients.
Controlled a high volume of client orders to their completion with deadlines.
Assisted in the development of highly effective message distribution and engagement platform which
diversified our brand messaging channels, increased quality web visits and lead conversions
November 1999 – February 2001
Design Technologist, Rare Medium, Inc. - Bloomfield Hills, MI
Worked with the development team to create corporate and client Websites that would establish a corporate
presence and user-friendly navigation, meeting all agreed project deadlines.
Maintained Websites providing consistent quality assurance
Implemented design and integrated with backend functionality using client-side programming that is
compliant with Rare Medium Design Technologist standards, responsible for the integrity or Website
code by conducting testing and debugging on various browsers and platforms.
Managed projects from development through deployment, becoming directly involved with
development and design in correlation with e-commerce initiatives. Extensive communication with the
development team and management on project status.
March 1997 – October 1999
Web Developer/E-Commerce, Internet Operations Center, Inc. - Southfield, MI
Contributed to the general design concept of corporate and client Websites using IOC’ s Development
Methodology-meeting with high level clients for initial requirements gathering, flow chart creation based on
project specifications, creating timelines and work effort coordination.
Integration of Web pages from conceptualization into a fully functional Website.
Created HTML templates based on client requirements, converting paper documents into electronic
media. Integrated client content and requirements into Websites while maintaining quality and
consistency within Website while adhering to corporate brand specifications.
Customer Service/Project Management functions
Provided superior customer service with extensive client interaction by ensuring that expectations
were being met, and by controlling customer inquiries to their completion.
Tracking Website maintenance requests and utilization within contract terms.
Evaluated, requested and monitored the status of corporate office maintenance work orders.
Served as the liaison between technical teams/client, and monitored project efficiency.
Responded to technical problems and troubleshoot to resolve the problem.
Generated timelines for project completion, gathered and analyzed data, generated reports,
prepared project plans and provided recommendations.
Led workflow resolution, automating process by effectively routing information to appropriate
queues with sufficient flexibility to handle exceptions.
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SKILLS SUMMARY
Professional
Over 15 years of experience designing, developing, integrating, and supporting corporate tools
and applications, including content management, database architecture, and e-commerce.
Proven track record of successful websites and search marketing campaigns.
Create and maintain a positive atmosphere of leadership including continuous quality improvement,
teamwork, mutual respect, professionalism and accountability.
Comfortable working with global/cross functional teams in a culturally diverse environment.
Superior communication, presentation, analytical, and problem solving skills.
Experienced at producing and presenting ideas for various website design, functionality and
new Web processes to high level executives and team members.
Strong team building skills – supportive of open channels of communication and exchanging
information with team members.
Manage multiple projects simultaneously. Learn and apply new technologies quickly, in
changing environments.
Technical
HTML, HTML 5, Cold Fusion, DHTML, AJAX (Asynchronous JavaScript), Javascript, Windows
7/XP, Mac OS X, MS-Access, Sysbase, Microsoft SharePoint, Aqua Data Studio, IBM
WebSphere Application Server, Web Trends, Sales Logix, Adobe Programs (Dreamweaver,
Photoshop, Acrobat, Distiller, Indesign, Image Ready), Web Position Gold. Windows NT & Mac
OS X, Symantec WinFax Pro, IBM Rational Method, Lotus Notes, Microsoft Outlook, Microsoft
Office (Excel, Access, PowerPoint, Frontpage,Word, Visio, Project, etc.), Familiar with Flash,
Adobe Illustrator, CSS, Java, ASP, JSP, XML, Website Design and Development, Content
Management, Email Marketing, Search Engine Optimization and Marketing, Web Analytics and
Reporting, Project Management
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ACADEMIC BACKGROUND
1989 – 1994 B.A., Business Data Processing -- Florida Memorial University, Miami, Fl
REFERENCES AVAILABLE UPON REQUEST
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