Customer Service Manager
Resume:
Paul H. Fiola
Lee's Summit, MO 64064
Home: 816-***-****
Cell: 816-***-****
abji2p@r.postjobfree.com
http://www.linkedin.com/in/PaulFiola
Senior Information Technology Manager
Resourceful, innovative professional with over 20 years experience as a
database administrator within a broad range of responsibilities. Expertise
in leading people and project teams, implementing and overseeing technology
programs, and managing multi-million dollar projects that result in the
company's increased growth and profitability. Provide comprehensive
organizational and planning capabilities that translate complex business
objectives into successful strategies and business plans. Ability to
achieve results and drive problem resolutions cross-functionally at
different levels in any organization.
Summary of Qualifications
? Leadership ? Building Relationships ? Project
Management
? Problem Solving ? Organizing ? Developing
Procedures
? Team Building ? Decision Making ? Coaching / Mentoring
? Coordinating ? Training / Development ? Researching
Selected Achievements
. Absorbed additional data base support responsibilities due to headcount
reductions. Implemented team building expertise and work load balancing
to save the company $1.8 million in payroll expenses.
. Automated and coded over 15 IMS and DB2 DBA functions saving over $250K
in annual contractor costs.
. Led the project for 2009 and 2010 Disaster Recovery. All tasks were
completed 45 hours ahead of schedule, saving the company over $290K in
additional labor costs.
. Created and presented a training program to support the company's newly
developed billing applications that saved over $30K in consulting fees.
. Increased efficiencies of the DBA team by documenting and communicating
over 200 procedural and technical documents, saving $1 million in rework
expenses.
. Exceeded all organizational objectives in the areas of User Availability,
Critical Deliverables, Response Time, Problem Management and Batch Ticket
compliance, saving over $1.5 million in potential annual penalties.
Paul H. Fiola
(page 2)
Professional Experience
IBM, Lee's Summit, MO 2007 - 2010
AT&T, (outsourced to IBM in 2007), Mission, KS 2002 - 2007
Senior IMS / DB2 Database Administrator
. Supported AT&T Contract and maintained over 8,000 IMS and DB2
Objects and application software in the areas of governance,
evaluation, installation, customization, maintenance,
reorganization, and repair in a 24/7 environment.
. Provided coaching, mentoring, and technical assistance to Junior
DBA's
. Installed quarterly software releases and emergency requests
utilizing IBM and internal utilities.
. Created, implemented, and maintained DB2 databases, tablespaces,
and indexes per development specifications within required
timelines.
IBM, Lee's Summit, MO 1999 - 2002
AT&T, (outsourced to IBM in 1999) Fairhaven, 1988 - 1999
MA/Kansas City, MO
IMS / DB2 Operational Database Administrator
. Supported AT&T Contract and maintained billing applications
serving over 50,000 users.
. Maintained over 1,000 IMS and DB2 databases and tables in the
areas of evaluation, installation, customization, maintenance,
reorganization, repair, and disaster recovery utilizing IBM,
BMC, Platinum, and CA tools.
AT&T, Fairhaven, MA 1983 - 1988
Associate Manager
. Provided IMS online availability of multiple mainframe
applications, daily currency of various critical files and
integrity of associated databases.
. Supervised 14 reporting Customer Service Group personnel in
areas of performance management, rating, scheduling, adherence
to corporate policies/ procedures, and training and development.
Technical Skills
Platforms IBM zOS Mainframe
Languages SQL, DDL, DCL, DQL, REXX, CLIST, SAS
DBMS IBM IMS zOS DB and DC V9
RDBMS IBM DB2 zOS V8
Development Tools IMS: IBM BMC
DB2: IBM Platinum / CA
Education
BSCS, Computer Science Roger Williams
University, Bristol, RI
ASCS, Computer Programming Bristol Community
College, Fall River, MA
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