Customer Service Project

Customer-focused and solutions-driven IT professional with 20+ years of

progressive technological development and applications management

experience providing strategic automated business solutions in the

automotive retail and health care industries.

HIGHLIGHTS

. Problem solving: Increased program and process efficiency through

software and operation architecture redesign for unattended, automated

data flow and reporting. Developed automated process improvement

application proactively generating help desk trouble tickets. Created

professional, comprehensive and innovative software solutions, exceeding

client expectations.

- Cost Control: Developed automated in-house ETL software packages

resulting in reduced costs of $1.5 million over a 2-year period which

resulted in increased efficiency and human interface experience.

Achieved significant cost savings while producing double-digit efficiency

increase. Legacy server, database and application migration.

- Programming: Improved data solutions operational efficiency by 50%

through development of reusable application modules that became the base

template for the entire field system data capture rewrite project.

- Adaptability/Flexibility: Maintained over 30 main areas of

responsibility that support a core of 8+ business units including

Finance, Payroll, Human Resources, Training, Inside and Outside Sales,

Order Services, Contract Management, Billing, Help Desk, Service,

Enterprise Wide CMS, Product and Internal Programming. Maintained ETL

processes that support 5,000+ field systems.

QUALIFICATIONS

Successfully drive performance improvements, planning, architecture,

deployment, and management while pro-actively analyzing, documenting, and

re-engineering development processes. Proven track record of leading

functional teams toward meeting objectives. Able to achieve breakthrough

results through solid analytical and communication skills. Lead cross-

functional projects mentoring junior associates through complex projects to

aid in professional development. Proactively identify processes for

improvement and implementation of effective solutions. Impeccable

integrity and work ethic. Manage cohesive teams of 5 to 14 in award-winning

application development.

PROFESSIONAL EXPERIENCE

Technical Manager/Supervisor Reynolds and Reynolds (R&R), Kettering, OH

(1987 - Present)

2002 - Present

Managed site reliability and performance of internal systems integration,

data collection, analytics and reporting for all U.S. and Canadian

installed Field Systems (5000+). Managed application development and

support for Stellent CMS, Sales Commissions, Software Audit, Customer

Information, Sales Lead Incentives, Customer Performance, Payroll and

Benefits, Order Fulfillment, Service, Marketing, Repetitive Billing, Data

Warehouse, Time Reporting, and enterprise wide Reporting Services reports.

Released regularly scheduled solution updates. Provided Management and

Customer demonstrations. Produced financial early warning dashboard

analysis reports to Executive team.

- Managed annual operating budget of $1.2 million.

- Directed multi-functional 5 to 14 person application technical

development staff of on-site/off-shore contractors and associates

consisting of developers, DBAs, business analysts, and project managers.

- Directed strategic planning, development and application implementation

across software/hardware platforms.

- Created and led automated ETL Benefits Enrollment application initiative

to automate movement of SFTP and GPG encrypted data to vendor sites which

reduced annual costs by $100K and increased efficiency.

- Directed initiative to automate manually intensive data gathering and

reporting process which reduced annual costs by $300K.

- Directed $1.6 million Service Event Management System upgrade project

from client/server to web-based which increased performance and response

with no down-time and reduced annual support costs by 10%.

- Led analysis and transition for outsourcing contract which reduced

operating costs by $1 million over 5 years.

- Restructured development and support departments to form strategic

support alignment with business partners which reduced costs by 10%.

- Configured support team SLA process guidelines and execution plans to

meet corporate service level strategy for Order Entry, Billing, Benefit

Enrollment and other internal systems and applications

- Implemented support team problem resolution monitoring process to track

issue trending resulting in zero monthly issues.

- Designed service problem reporting metrics procedure to review issue

resolution

- Managed $1 million hardware transition project from failing DEC VAX

platform to DEC ALPHA resulting in under-budget, on-time implementation.

- Led analysis and recommended to not implement proposed requirements to

enhance the internal time keeping application which resulted in $1

million savings.

- Interviewed/hired potential development candidates.

- Provided regularly scheduled associate performance appraisals.

- Employed management tools for motivation/feedback/behavioral action

plans.

- Created/enforced code/design standards and source control.

- Onboard/trained new associates.

- Delegated team member assignments.

- Facilitated project prioritization meetings with project/product managers

and business analysts.

- Facilitated team/project status/code/design meetings.

- Provided regularly scheduled project status to management.

2001 - 2002 Information Technology Services R&R Senior Developer/Team Lead

Kettering, OH

1999 - 2001 Information Technology Services R&R Developer

Kettering, OH

1998 - 1999 Healthcare Systems R&R Programmer Analyst IV

Daytona Beach, FL

1996 - 1998 Healthcare Systems R&R Programmer Analyst III

Beaverton, OR

1995 - 1996 Technical Assistance Center R&R Business Development Analyst

Dayton, OH

1988 - 1995 Product Development R&R Programmer Analyst II

Dayton, OH

1987 - 1988 Professional Data Resources, Inc. R&R Contractor

Cincinnati, OH

PROFESSIONAL DEVELOPMENT

- Economics of Business seminar Reynolds

University

- 101 Series of Pacesetters Leadership development

Reynolds University

- Effective Listening skills seminar

Reynolds University

- Effective Writing skills seminars 1-3

Reynolds University

- Kepnor Tregoe Problem Solving/Decision Making seminar

Reynolds University

- Stellent Content Server Administration

Oracle University

- Stellent Customizing Content Server

Oracle University

- Stellent Advanced Content Server Development

Oracle University

- Several leadership seminars and project management seminars

- Java, Visual Basic, C# and OO programming classes

- Documentation of user requirements based on use cases within UML toolkit

AWARDS

Best Team Award for System Migration and Data Replication 2012

Exemplary Project Recognition for Billing and Account 2007

Migration

Nominated - Circle of Excellence Award 2001

Gerald (Jerry) Mitchell

TECHNOLOGY

.Net, C#

SSMS, SSIS, SSRS

MS Office Suite

Visual Studio

IIS, SharePoint, Visio

Windows NT, Subversion

Linux, PICK, C, Shell

ALPHA DCL, RMS, RDB

Stellent CMS

SKILLS

IT Ma nagement

Customer Service

Customer Facing

Cross-function teams

Multi-platform

Product Development

ETL automation

Data Warehouse

SDLC

Agile (Excel) PM

EDUCATION

B.A., Computer Science

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