Manager Customer Service

John T. Figueiredo 908-***-****

*** ***** ******* *****, *** Jersey 07083

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

SUMMARY

A highly analytical, detailed and results oriented Information Systems

professional with a solid performance track record of delivering high

quality solutions and customer service. Demonstrated success managing high

profile projects, leveraging technology and creating sustainable

competitive advantages while delivering high-quality solutions.

Speak, read and write fluently in Portuguese and moderately in Spanish.

AREAS OF EXPERTISE: Data Analysis, Business Requirements Analysis,

Creating Technical Specifications, Programming, Verification and

Validation, Implementation/Installation, Maintenance & Production Support.

COMPUTER ENVIRONMENT

SQL/ORACLE/SYBASE, UNIX/SHELL, IBM - MVS/XA, MVS/VS, OS/JCL, VSAM, TSO/SPF,

JES2, MS-DOS

EXPERIENCE

AMDOCS, Morristown, NJ

Senior Technical Analyst (2008 - 2009)

Responsible for the training of the off-shore team in preparation for

transition of platform.

. Lead the transition/off-shore team in creating training documents and

facilitating training sessions, while meeting aggressive project

deadlines.

. Initiated the creation of scripts and stored procedures that supported

the outsourced legacy system supporting Local Ordering System's (LOS)

Fallout Management and service readiness test coordination decreasing

research time in half.

AT&T, Morristown, NJ

Data Analyst/Production Support (1999 - 2008)

Responsible for coordination and resolution of billing issues between the

order & billing systems. Reported to Senior Director/District Manager with

three direct reports.

. Performed extensive analysis on all "Severity 1" trouble tickets.

Implemented formal resolution process that resulted in reducing

resolution turnaround timeframes from 5 days to 24 hours.

. Used system query (SQL) and system scripts (UNIX) to manipulate and

correct orders within 1-3 days of error.

. Continuously improved development environment and tools which resulted

in always meeting the monthly metrics of 98.5% of record flow.

. Oversaw daily load process for existing systems through system logs.

. Interfaced with Production Operations, Development, Analysts & Product

to resolve issues within the suggested timeframe.

. Acted in supervisory capacity in the coordination of workloads,

schedules and personnel issues relating to two contractor personnel.

. Responsible for a Billing Reconciliation project between our platform,

primarily billing, and the Local Exchange Carriers that resulted in a

savings of $950,000 for 2005 and $830,000 for 2008.

Data/Business Analyst (1996 - 1999)

Responsible for developing Service Catalogs for AT&T's Local Service entry.

Reported directly to the District Manager.

. Supported the design, implementation and maintenance for regional

Service Catalogs to support AT&T's Local Ordering and Billing Systems

for individual states.

. Prepared and distributed detailed feedback to the regional local staff

in a timely fashion.

. Maintained and tracked all open issues to resolution within allotted

timeframe.

Data/Business Analyst (1990 - 1996)

Responsible for negotiating, implementing, tracking and analyzing all

relative work between AT&T and the Local Exchange Carriers. Reported to

District/Staff Manager.

. Tracked, analyzed and confirmed receipt of AT&T/LEC test files and

reports to ensure accurate data for billing conversion.

. Designed and prepared adhoc reports to distribute detailed feedback to

both internal and external customers.

. Maintained and tracked all open issues to resolution within allotted

timeframe.

. Maintained the requirements for High Toll Users.

. Produced and maintained the Conversion File Requirements for Tier II

Independent Telephone Companies (ICOs).

. Provided methods and procedures for cost reduction improvement,

implementation dates, for all activity promoted between AT&T and the

Local Exchange Carriers.

. Negotiated time and cost through individual contracts and monthly

informational forums across all 14 major Local Exchange Carriers.

EDUCATION

BS, Computer/Management Science - Kean University Of New Jersey, Union,

NJ

ADDITIONAL TRAINING

Cultural Diversity, Supervisor Skills, International Business, The European

Community, Negotiating to Yes, Structured Program Design, Global Management

Symposium.

AWARDS

Recipient of the AT&T Circle of Excellence Award

Recipient of the AT&T True Spirit Award

Numerous Inter-Department Achievement and Spot Awards

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