Manager Customer Service

MARTHA E. MAGA A

**** ***** ******** ******, ******, Washington 98465

Home: 253-***-**** Cell: 253-***-**** abhfht@r.postjobfree.com

Disaster Recovery Sarbanes-Oxley Compliance Project & Delivery Management

Service Level Agreements

Software Development Life Cycle Financial Management Cost Avoidance

Relationship Management

Continuous Process Improvement Consensus Building Information Technology

Infrastructure Library (ITIL)

PROFESSIONAL EXPERIENCE

WEYERHAEUSER COMPANY, Federal Way, WA 1988-2009

In IT management, progressed through multiple positions of increasing

responsibility. Built career excellence in project delivery management,

process re-engineering, systems integrations, and software

selection/management. Championed critical implementations and deployments

to support IT and company initiatives.

Manager, Special Projects Lead (2008-2009)

. Contributed to organizational redesign. Performed cost saving analysis

for IT projects, integration service delivery, and software licensing.

Performed auditing and performance assessments for process optimization.

. Replicated integration architecture for a $6B divestiture in 6

months. Consulted with Network Engineers and

IT Security on design specifications ensuring message connectivity

between various datacenters, networked domains, distributed plant

sites, and application servers.

Team Leader of Engineering, Development, Technical Support, and

Application Delivery groups (2002-2008)

. Experience leading all tiers of application, production and technical

support teams, as well as development and engineering teams in a

24x7x365 environment. Managed team resources across various projects and

Service Requests such as architecture/application changes, enhancements

and break-fix requests, shifting appropriate resources as necessary.

. Successfully coached and mentored team members and interns on

development opportunities, problem resolution techniques, and technical

knowledge to ensure that they had the skills to meet personal,

professional, and department goals.

. As Department Sarbanes-Oxley (SoX) Compliance Administrator, performed

risk assessments, defined,

and implemented action plans.

. Executed disaster recovery exercises to ensure annual Disaster Recovery

Certification for the enterprise-wide messaging systems.

. Proficient in root-cause analysis and implementation of action plans.

Acted as technical resource and escalation point for teams, internal and

external partners for timely and accurate problem resolution.

. Developed application support plans and created and maintained Service

Level Agreements. Established Remedy and K-Base support scripts and

escalation tables, resulting in improved customer support response

times.

. Integration Services Delivery Manager consolidating disparate EAI/A2A

and EDI/B2B systems into a single pipeline as part of the EDI/e-Commerce

Gateway's consolidation project.

. Acted as Integration Services Delivery Manager for various Data Center

moves, coordinating team efforts and resources to move production, QA,

and development integration servers. This included rebuilding hardware

and reinstalling applications where necessary, ensuring that all

electronic messages were migrated with minimal downtime.

. Knowledgeable in evaluating software applications against business

requirements by performing Proof of Technology, Proof of Concept and

Pilot-testing. Partnered with Architects and support groups to evaluate

build-versus-buy options, review design assumptions and decisions, and

provide technical answers.

. As department Training Administrator, conceptualized and launched on-

boarding, cross-training and flow-

to-work processes, outlining training roadmaps and requirements to

ensure skills were up to date to better provide customer service.

Software Engineer, IT Specialist, Application Steward, Senior IT Analyst

(1995-2001)

. In IT support, progressed through multiple positions of increasing

authority and complexity. Built career excellence in software

engineering, quality assurance, performance monitoring, and customer

support.

Led vital process improvement and high performance work system

initiatives for teams and departments.

. Provided support for the procurement applications. Upgraded technologies

for the procurement card applications enabling secure communications.

Implemented the Commerce One BuySite Procurement Application and

performed subsequent upgrades across a three-tiered environment ensuring

minimal

impact to the customer.

. Consolidated three disparate Library Systems onto one consolidated

Library Management System, eliminating redundancy in support and

software costs. Supported all library applications, including Electronic

Publications, Internet and Intranet Services, Telnet Services, stand-

alone desktop CD-ROM, networked CD-Tower, and server applications;

performed all analysis, code changes, testing and implementation,

ensuring system integrity across all applications.

. Provided application development, maintenance and support for the

Financial Accounts Receivable application.

Accounts Receivable Specialist, Team Lead (1988-1995)

. Acted as liaison between the business and systems groups on the

conversion from the Corporate Accounts Receivable Millennium System to

McCormick and Dodge Financial System. Developed, documented and provided

user documentation and training on the new system functionality for the

entire Accounts Receivable organization. Performed analysis, coding and

implementation for subsequent DBS and GEAC conversions.

. Reconciled complex accounts. Identified improvement opportunities and

implemented solutions.

EDUCATION & CREDENTIALS

Bachelor of Arts in Computer Science

Pacific Lutheran University, Tacoma, Washington

Training & Development

Graduate of the Executive Development Institute, Weyerhaeuser Leadership

Courses

Software Project Management, 10X Software Engineering, Dale Carnegie

Immersion Course

ITIL V2 Foundation Certificate in IT Service Management, IT Project

Methodology

TECHNICAL SKILLS

Microsoft Office: Word, Excel, Access, PowerPoint, Outlook and Visio;

Collaboration Tools: LiveMeeting and SharePoint

IT Applications and Development: Microsoft Windows Server, HP-UX, AS/400,

Microsoft SQL Server, BizTalk, Internet Security and Acceleration Server

(ISA), Internet Information Services (IIS) and Visual Studio; IBM MQ

Series Server and WebSphere Transformation Extender (WTX); Web Services,

SOAP, XML, HTML, ASP, COM, VB6, EDI and E-Commerce Gateways, Enterprise

Application Integration (EAI)

Infrastructure: Firewalls, Multiprotocol Label Switching (MPLS), Virtual

Private Network (VPN), Frame Relay, SAN storage, Load Balancer, Microsoft

Clustering

COMMUNITY SERVICE

Member of the Board of Directors, Community Health Care of Washington,

Tacoma, Washington

Program Chair for the Executive Development Institute and Co-chair of

annual fundraiser, Bellevue, Washington

Contact this candidate