Customer Service Manager
Resume:
Fairless Hills, PA *****
***********@*****.***
PROFESSIONAL SUMMARY
> System Architect with overall 20 years of full SDLC IT experience in the
area of Analysis, Requirements Gathering, Coding, Testing, Documentation
and Implementation using Scrum, Iterative and Agile Methodologies, Java,
Servlets, Struts, JSP, XML, JDBC, Web Services, JavaScript and PRPC.
> More than 3 years of experience in inception, elaboration, design, and
development of Business Process Management (BPM) and Business Rules
Engine (BRE) applications using Pega Systems Pega Rules Process Commander
(PRPC).
> Experienced in setting up a Pega CoE, training and mentoring new Pega
developers, training plans and exercises, pre-sales and RFP's
> Experience in Pega Systems SmartBPM methodologies, PRPC iterative
implementation approach, detailed documentation of requirements, and best
practices to design and build reusable multi-process applications.
> One year experience working as part of Pega Professional Services
projects including Direct Capture of Objectives, Build for Change
iterative full SDLC software development and support.
> Good Experience in Financial services, Healthcare and Insurance industry.
HIGHER EDUCATION:
> University of Cincinnati - Bachelor of Science, Economics - 1986
> Villanova University - Master of Science, Computer Science - 1989
AFFILIATIONS/CERTIFICATIONS:
> Pegasystems Certified System Architect, PegaRULES Process Commander V5,
2007.
> IBM FileNET Certified Professional - P8 BPM Process Designer, 2007.
> IBM FileNET Certified Professional - P8 Content Manager Developer, 2006.
> Sun Certified Programmer for the Java 2 Platform 1.2, 2003.
BUSINESS SKILLS:
> Business Analyst, Business Architect in financial services, healthcare,
front and back office applications
> Pega Direct Capture of Objectives framework
> Technical and Business requirements gathering, writing, analysis and
collaboration
> Scrum, Agile, Iterative Methodologies to software development,
enhancement, error correction
TECHNICAL SKILLS:
> Applications: BPM, ECM, banking, healthcare, insurance, process
manufacturing, supply chain, distribution, logistics
> Systems: Pegasystems Pega Rules Process Commander, IBM FileNET Content
Manager and Process Designer
> Platforms: IBM midrange, Intel PC
> O/S: Windows 2000, Windows XP, OS/400
> Languages: Java, ILE/RPG, RPG IV, CL, SQL, HTML, JavaScript, XML
> Databases: Oracle, DB2, MS Access, Derby, Stored Procedures
> Servers: Apache Tomcat, Sun Application Server, SQL Server, Web Logic
> API: J2SE, J2EE, Servlets, Swing, JDBC, HTTP, SSL, JSP, Struts
> Tools: NetBean IDE, Visio Process Builder, Eclipse IDE, MS Power Point,
Inovis B2B Middleware, XML Spy, GUI Builder, Visual Source Safe,
Query/400, AS/400 Toolbox for Java, MS Publisher, FindBugs Forensics.
RELEVANT EXPERIENCE:
Client : Capgemini Financial Services USA Inc., Jersey City, NJ
07/10-09/10
Manager - BPM Practice (North America)
> Capgemini is a consulting, technology and outsourcing company that
employs over 90,000 people and has customers in over 30 countries.
> Creating material for solution offering for clients on building a
Pega BPM Center of Excellence.
> Managing estimation efforts on business process management (BPM)
RFP's for banking, insurance and healthcare prospects.
> Creating informational Power Point slide decks for use in pre-sales
activities, which highlight Capgemini's breadth and depth of
expertise in the BPM space.
> Preparing for Pegasystems' Certified Senior System Architect exam.
Client : GeBBS Healthcare Solutions, Phoenix, AZ 11/09-
06/10
Pega Sr. System Architect
> GeBBS is a privately held and growing BPO IT Healthcare company
with offices in New Jersey and India. It services the needs of
healthcare entities by providing best practice leadership
throughout the SDLC, hiring resources with both technical and
business subject matter expertise, with price points at a fraction
of the cost of other global competitors.
> Working with Pegasystems' Healthcare Customer Process Manager
Framework. The call center software is being enhanced and supported
by a tight knit team of users, managers, analysts, testers and
developers.
> Servicing a Phoenix Arizona based client with heads down and bottom
line development activities using various categories of Pega PRPC
rules to enhance the framework and build customer specific
features, including marketing campaigns, system-to-system
interfacing, intents, interactions, service item routing, detail
and summary reports, flows, activities, agents, connectors,
gadgets, harnesses, sections and work list / work basket
customizations among other rule types and modifications.
Client: Bank of America, Newark, DE 05/09 -
11/09
Pega System Architect
> Bank of America's integrated banking product line and global
service model has capitalized on the ups and withstood the downs of
the global economic landscape for over 100 years.
> Working as Pegasystems fourth generation language PRPC System
Architect to design, code and unit test customer dispute
transactions in the credit and debit card lines of business, such
as ACH, electronic checking, ATM, etc., for a web based claims and
dispute customer service application. The framework and foundation
for this application is Pegasystems' Smart Dispute module.
> Handled web service, file service, UI and work flow functions of
application coding and design duties with minimal oversight.
> Enjoys working in the fast paced and energetic organizational
culture of the bank, to help the bank reduce costs, increase
earnings and raise productivity of its front and middle office
associates.
> Took initiative to work significant amounts of unpaid overtime in
order to show my superiors the competence and commitment levels
that a contractor needs to be effective in a high-pressure
environment.
Client : Keane, Inc. 09/08 - 03/09
Head of Pega COE
> Led effort to introduce and nourish a Pega PRPC Center of
Competency using Agile, Iterative and Scrum methodologies to
training and coding of prototypes and educational exercises.
> Trained and mentored over four dozen resources in Pegasystems
PegaRULES Process Commander Build for Change technology, to help
create a Pega Center of Excellence. Built the training program from
the ground up using the User Interface, Decision, Process,
Integration, System Admin and other rule types to build straight
through processing and interactive / collaborative applications and
exercises.
> Learned basics of Red Hat JBPM process workflow and JPDL process
designer technologies in order to provide rapid transformation
assessment session white papers to prospects for new business
development.
> Worked in a business analyst role to plan and conduct meetings in
order to answer questions on and prepare RFP responses to making
and winning bids with our BPM-enabled clients and prospects who
were looking to partner or outsource.
> Provided business analyst BPMS vendor tool (e.g. Savvion, ILOG,
Pega) comparisons for inclusion into internal BPM Center of
Excellence knowledge base, for pre-sales team's usage.
Client: Pegasystems Inc. Cambridge MA October 2007 - June 2008
Certified System Architect
> Pegasystems, a thought leader in commercial enterprise business
process management platforms, uses Build For Change technologies
in its licensed SmartBPM engineered products and services.
> Provided for Healthcare Company the user interface sections,
validations, decision maps, trees and tables, work object,
workflow, flow actions, activity steps and connector actions to
healthcare client's pre-certification intake encyclopedia
application that collected membership, facility, provider,
diagnosis and procedure code information and returned a
determination for the clinical specialist to relay to the caller.
> Actively participated in 3 week intensive lab, lecture and
participation based training program, which new hires in technical,
business, and supervisory career tracks attend. Subjects included
business to IT collaboration, building a single enterprise model
with shared, generalized and specialized business logic layers,
data modeling, reports, debugging capabilities.
> Passed exam to become certified as a system architect in PegaRULES
Process Commander V5.
> Established first stage of SmartSTAFFER, a Global Services staffing
request application using PRPC V5.3. Used combination of team and
individual activities to create a standalone system, including
using Direct Capture of Objects via Application Profiler and
Application Accelerator. System included data setup, class
hierarchy, data modeling, flow design, service level agreements,
flow spinoffs, workbaskets and customized work lists, security,
privileges, roles, portals, decision rules, declarative rules,
indexes, data table mapping, and out of the box UI component
assembly and construction.
> Helped train and mentor Pega Business Analyst in the correct
methodology of system testing functionality and reports.
> Designed, wrote, unit tested and radiated throughout a select and
secret team some HTTP service features, including XML transfer,
POST Form acceptance, credential authentication and stateful
sessions handling. Prototype was to be used in Smart Investigate
framework project enhancements. Used JSP and servlet on the client
side to connect to the Pega service page, service rule and service
activity with mapping via data model with XML message.
> Fixed PRPC client's upgrade rule transformation issues after client
took their application from running v4.2 to v5.3 on the user and
developer portal rules.
> Configured Web Sphere v5 to provide servlet level authentication
for system management console and system database servlets.
> Adjusted quickly to weekly out of state travel and customer facing
demands that are placed on professional services personnel.
Engineering Service Professionals for Pro July 2007 - October 2007
Services Corporation, Trenton, NJ
Contractor
> Through ESP placement; Pro Services offers its military and
commercial clients a range of factory-precise and state of the art
quality assessment and performance tuning services for vendor
neutral enterprise code base evaluation.
> Led evaluation, integration and adoption of static code checker
freeware tools (e.g. Find Bugs, PMD) and subsequent client
reporting effort handling extensive Java GUI and Web technologies
in defense industry applications.
> Enabled desktop Java tool environment installation and
configuration for other team members. Documentation and training
was given to ensure comprehension among staff about tool usage as
well as proper interpretation of generated diagnostics.
> Assessed Java code base for idiosyncrasies, classifying defects and
design problems into report categories in large scaled enterprise
defense industry applications.
> Helped in analysis and JProfiler-based performance tuning of 1.2
million line of code Java combat staging application.
Atlantic Software Technologies, Inc., NYC, NY September 2006 -
May 2007
Solutions Engineer
> First client solution was written in Java for client's car rental
site upkeep and related recordkeeping associated with equipment
like Printers, Monitors, MainFrame ports, and other physical items.
Added location search pop-up and drill-down dialog inside the work
request prompts. Used Tomcat, JSP and Java Struts actions for the
dialogs.
> Second client solution was written in Java for implementing banking
client's Paperless Account Document Process Management efforts.
Produced Document Process Management remote Java / J2EE services
running within Weblogic Application Server, which takes any type of
document and associated metadata, from clients running in .NET or
JAVA, imports it into any location in a P8 object store. This was
created as an alternative to FileNET P8 Web Services. The services
are intercepted by a Java Adaptive Services listener packed in a
WAR file and running in Web Logic. The services and Adaptive
Services code is packaged using a JAR.
> Third solution was internal AST project, where I translated a C#,
100-member, socket based Data Transport Layer of AST's proprietary
Adaptive Services product into Java code. Project result gives
clients another choice on production environment (i.e. a JVM) for
rapid deploy model Adaptive Services technologies.
Educational Testing Service, February 2006 - September 2006
Princeton NJ
Staff Consultant
> ETS uses revolutionary assessment and research technologies to
maintain its fairness and effectiveness as a measurement provider.
> For a call center application, used Java, Struts, Tomcat, JSP and
Oracle to create new test-scorer scheduling and payroll-fronting
module. The result allows staff to respond on a first come first
served basis to outside scoring and certification scheduling
preferences of variously qualified readers for the staff-
constructed locations, programs, shifts and subjects that are set
up prior to the start of each scoring session.
> The UI, validation rules and update features include new wizard-
like implementation of business logic and transaction confirmation
steps, including transitioning a batch text file post-scheduling
import to payroll into a direct interactive SQL / JDBC
verification, update and re-submission process.
> Agreed with stakeholders on a project management discipline that
concluded with matters quickly and without unwanted defects in a
total end to end rewrite of the administrator run side of the
application.
> Enhanced usability (data integrity, login/out, navigation and
options bars, error handling) and supportability (OO design,
templates, tag libraries, unit testing) were the keys to success.
> Prepared status reports and documented milestone attainment and
decision-making, in order to better calibrate coding effort with
user requirements and peer-review feedback.
Banc of America Securities, NYC, NY July 2005 - January 2006
Staff Consultant
> BAS investment vehicle and trading and funding flexibility
compliment the BAC full service banking model.
> Provided third level support of Asset Transfer System production
and development issues using CL, RPG, and Java languages, namely
file maintenance, reporting, and edit checking and over-riding.
> Mitigated check, ACH and wire payment, treasury, confirmation and
bookkeeping process dependencies and interoperability problems with
Struts as a controller model.
> Partnered with other team members in project lead role of fixed
income trade settlement automation using an AS400 and Java
combination to achieve straight through processing of the firm's
J2EE architected connect and feed initiation, approval, funding and
confirmation mechanism. Rounding out the mix are interfaces to Bank
of New York accounts and the SWIFT inter-bank network.
> Turned around same day anti-money laundering and crime detection
services on a regular basis via CL, SQL and JSP structured upload
feature.
> Authored generic CL modules to execute production data and code
base migration, enabling entity and currency market share growth
points. Concluded with exhaustive User Acceptance Testing and step
by step Quality Review Board activity monitoring.
Educational Testing Service, Princeton, NJ April 2005 - June 2005
Contractor
> ETS covers national and international markets and leads the world
in not for profit educational testing.
> Corrected import of test date appointments to compensate for
missing IDs, a process run before the scoring phase of the Advanced
Teacher Certification program.
> Created control panel and supporting functionality to release
distinct scoring units for benchmarking of ATC constructed
responses.
> Created SSL secured control panel to consolidate administrator's
starting, stopping and conducting stress tests from client applet
to action handler service of Consolidated Online Assessment system.
> Provided first level lab support for reading management system's
intern-led check-in and reading activities for Advanced Placement
college entrance exam.
Harleysville Insurance, August 2004 - February 2005
Harleysville, PA
Contractor
> Harleysville's lines of business span 32 states.
> Tested, coded and enhanced a commercial lines product creation tool
made from Java and XML components. The basis for this business
analyst tool is a context, state and event framework that is
written from OOA and UML artifacts.
> Wrote commercial auto line of business Javadocs on web-layer piece
fronting data-driven business logic.
> Serviced implementation review board in evaluating commercial auto
and worker's compensation code changes, checking compliance with
published OOD best practices, under the spectrum of Sarbanes-Oxley.
> Completed scheduled releases of worker's compensation and
commercial auto project defects.
Amkor Technology, West Chester, PA January 2003 - August 2004
Contractor For Keane, Inc.
> Amkor is an assembly and test subcontractor in the semiconductor
industry in part basing its business on the RosettaNet standard for
its supply chain system.
> Developed, debugged and monitored Inovis B2B XML messaging jobs
running 24/7. The jobs, which exchanged logistics and manufacturing
information with customers using RosettaNet, email, FTP and XML
channels, were re-factored and re-designed for performance and
scalability reasons to keep pace with increasing demand.
> Supported AS/400 CL and ILE/RPG jobs to build outgoing DB2 table
customer data and send and archive it as XML messages, with
gatekeeper validation and security protocols for management and
auditing purposes.
> Used full life cycle development OOA to design and develop a Struts
fronted purchase order request and confirmation control prototype
that was integrated into the Inovis B2B engine and the AS/400 DB2
database.
> Assumed business analyst, connectivity and SSL certificate
configuration and management role in client's quite visible
customer driven interface team to add new business. Public keys
were exchanged and installed in the company's vendor and customer
profile in IIS and Tomcat services so both parties could exchange
encrypted messages.
> Undertook migration to operate IIS/Tomcat web service on a
clustered environment.
> Developed RPG update procedures to integrate incoming XML based
shipping notices with factories' supply chain system.
> Modified and duplicated purchase order reports (written in RPG and
CL) that were generated from incoming Internet sales to accommodate
standard and customer specific formats.
Eclipse Services, Upper Darby, PA November 2001 - June 2002
Contractor
> Eclipse sells AdPro, an n-tier J2EE application for the publishing
industry.
> Used OOD methodology and abstraction to develop a Swing interface
that dynamically generates list filter GUI controls for customer,
ad, payment, and invoice lists during phone order sessions.
> Developed Bean Markup Language (BML) files to represent Swing
interfaces in an ad's processing, through setup, ordering, billing
and customer entry.
> Developed interface, from EJB and Swing that guides a user into
sending the application log to the vendor after any error in the
system.
> Performed technical writing in the making of a user's guide of the
AdPro system.
> Staffed first level customer call center, handling support phone
and email queues for resolution and status update of customer
tickets, feature capabilities questions and problem / resolution
statements.
> QA'd new releases and fixes to AdPro system.
Softwrite Computer, North Wales, PA December 2000 - November 2001
Contractor
> Softwrite is a consulting company that provides web enabling IT
services.
> Formulated OOD driven iterations of client-server, three-tier Swing
and ILE/RPG sell-side solution, based on a request-response
handshake protocol and an MVC pattern, all over a DB2 database, for
handling tire distribution activities by customer service and order
fulfillment people. RPG sub-procedures and modules connected to a
rich Java client via an AS/400 data queue and API's found in the
AS/400 Toolkit for Java.
Pawnbroker.com, King of Prussia, PA January 2000 - October 2000
Contractor
> Pawnbroker.com launched a website in March 2000 that sold
merchandise from pawnshops across the country.
> Developed JavaScript and HTML validation and look and feel for all
site forms.
> Produced executive information system from an MS Access Database
and SQL macros.
> QA'd each new feature independent of programmer control.
> Developed servlet and JSP add-ons to enhance the customer buying
experience.
> Wrote technical writing material for the online help system.
Data Tech Services, Ft. Washington, PA April 1998 - June 1999
Senior Programmer Analyst
> Data Tech provides consulting services for its food distribution
software, sold to the AS/400 midrange market.
> Documented system critical procedures for customer support,
implementation and development teams.
> Gave AS/400 RPG IV, RPG/400 and CL programming and QA services to
meet distribution clients.
Eagle's Eye Clothing, Conshohocken, PA September 1996 - January 1998
Senior Programmer Analyst
> Eagle's Eye manufactured and retailed its line of women and
children's clothing.
> Led effort to design, create and introduce SQL, RPG/400 and CL
programmer's tools into the job (including group jobs and process
flow).
> Handled inventory control by programming in CL, SQL and RPG,
testing, documenting and QA.
> Trained System Analyst to handle day-to-day AS/400 operations and
programming emergencies.
Sandvik Publishing, Bristol, PA December 1995 - September 1996
Project Leader
> Sandvik creates children's books and direct markets them.
> Managed day-to-day MIS issues in the direct marketing of books to
new parents on AS/400 RPG software.
> Handled conversion from old proprietary system to one written in
SQL, RPG/400 and CL.
Marcam Corporation, Newtown, MA September 1989 - May 1995
> Marcam sold process-oriented manufacturing software on AS-400/DB2.
> Provided RPG development work on the Customer Order and Enterprise
Management teams.
> Provided RPG and CL support, technical writing, and QA work in the
Logistics modules.
> Led effort on giving AS/400 technical QA to international projects.
> Staffed call center phone bank, taking questions about AS/400, SQL,
Subfile, CL and RPG IV problems in a faced paced, customer and
results driven environment.
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