Life Insurance Manager

Diane Dinsmore

** ***** ******

Madison, NJ *****

Home phone: 973-***-****

*************@*****.***

Objective

I am seeking a position that will allow me to use a range of IT skills

(data analysis, voice communications, programming and design) to bridge the

gap between technology and business problems.

Work History

January 2010 through the present: Continued to be employed by SBLI USA

Mutual Life Insurance Co. as Telecommunications Analyst and PC Support

Manager, with the Telecom/Application Developer responsibilities listed

below (from 2006 to the present), and these added functions:

. Managing the IT helpdesk, supervising a staff of 3, and overseeing

trouble-ticket completion for all technology-related problems within

the company.

. Ensuring that all PCs are working properly and IT security guidelines

are followed.

. Planning PC upgrades and software/hardware installations

. Redesign of the call center reporting system: to save money, we

eliminated Avaya's Operational Analyst software, and developed our own

SQL/Server system that extracts data directly from CMS (an Informix

database).

April 2006 through the present: Employed by SBLI USA Mutual Life Insurance

Co, Newark, NJ, as a Telecommunications Analyst and Application Developer.

In this position I have been able to take advantage of my voice

communications, software development and data analysis skills. My

responsibilities include:

. Designing, implementing and maintaining a call center reporting system

that extracts Avaya CMS/Operational Analyst data, exporting queries to

Excel and automatically distributing hourly, daily, monthly, and

weekly reports as required. VBA, Excel, Access, SQL/Server, and

SQL/Server stored procedures are used.

. Extracting ad hoc call center data to address business problems as

they arise.

. Acting as ePiphany (data warehouse) administrator: extracting data,

creating reports, troubleshooting, administering users.

. Installing and supporting peripheral software, as well as training

others in the use of applications

. Overseeing the day to day operations of the phone system (Avaya

Communication Manager), the VoIP network and the call centers. This

includes moves, adds, changes, troubleshooting, and working with

vendors when necessary.

. Maintaining telephony servers: performing scheduled backups and

reboots.

. Working with Call Center and Sales management to design and document

call flow; writing call vectors.

. Installing and supporting peripheral software, as well as training

others in the use of applications such as CMS, RightFax, Witness,

Cybertech, and eCas.

. Writing miscellaneous Windows applications in VBA and VB.NET.

. Coordinating hardware and software upgrades.

February 2001 through August 2005: Employed by The Oasis Group Ltd., Summit

NJ as a Software Developer and Data Migration Specialist.

I worked on a team of three who designed and implemented a municipal bond

tracking database for the City of New York. I held primary responsibility

for migrating the City's data into the new database; this was a 3-year

migration that entailed acquiring and manipulating data from paper and

electronic sources from as far back as the 1860s. Both the data migration

and the software design required close cooperation with the City

Comptroller's office, the Office of Management and Budget, Bond Counsel,

and the City's financial advisor in order to interpret complex financial

data. We used SQL/Server and VB6 to code the core software and Excel to

provide a reporting capability. Excel and Access were used extensively to

manipulate and hold the data before final entry into the new system.

1980 to 2001: Employed by the Information Technology Department at

Metropolitan Life Insurance Co. Responsibilities, listed from most to

least recent, were:

. Voice communications. I wrote proposals for new or upgraded telephone

systems and/or networks, designed call flows, and oversaw the day-to-

day operations as well as installations of new systems at MetLife

sales and administrative offices as well as large call centers.

. Data communications. I worked in the area that oversaw MetLife's wide

area network and was required to research and recommend new

technology. I was responsible for overseeing the system that verified

and paid MetLife's monthly data and voice telecommunications bill from

AT&T (VTNS - Tariff 12).

. IDMS support, which involved installation and maintenance of IDMS data

base software on MVS and VM operating systems.

. PROFS (IBM mainframe e-mail) system support. My responsibilities

ranged from system maintenance and troubleshooting to writing internal

newsletter articles and giving tutorials to upper management.

. Designing courses and teaching formal classes in "end-user" computing

software that ran on VM and PC-DOS operating systems. Classes were

intended to train people with no prior computer experience.

. Designing and programming systems on the Dartmouth Time Sharing System

(DTSS, a Honeywell mainframe).

Education/Training

September, 1999 to November, 2000: Chubb Institute's Client/Server course,

which is designed for students with mainframe programming experience. The

course covered C, C++, SQL, Oracle, Sybase, Visual Basic, and Web design

(HTML, JavaScript, ASP, and VBScript).

1979: BA from Wellesley College. Major in Classics.

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