Project Manager Customer Service

Team Leader ? Subject Matter Expert

Focus: Legacy Mainframe Technology

Account Management . General Management . Team Building and Leadership .

Business Development, Implementation, and Retention . Problem Resolution .

Strategic Planning . Hardware/Software . First Class Customer Service .

Troubleshooting . System Administration . Business Analysis . Program

Supervision . System Analysis

Profile

Highly qualified, customer-focused, and dedicated IT professional with in

depth knowledge and hands-on experience in designing and enhancing computer

systems and processes that optimize business efficiencies and

profitability. Demonstrated ability in business and system analysis.

Exemplified superior oral and written communication skills capable of

interfacing with all kinds of clients. Highly adept at facilitating

discussions and negotiations with stakeholders across all levels of an

organization in a diplomatic and tactful fashion. Proven track record in

working on multiple complex projects. Expertise in both Project Life Cycle

and System Life Cycle Development. Effective in working independently and

in a team function to achieve business objectives.

Technical Skills

Languages COBOL . CICS . DB2 . SQL/SPF

Software SYNCSORT . Endeavor . Panvalet . File-Aide . Platinum Utilities .

OPCA . TSO/ISPF . VSAM . VISIO . Master-Merge . Finalist .

Merge/Purge . National Change of Address . ABEND-Aide . JCL . SDLC

. JOBSCAN . Microsoft Office Suite

Applications Material Requirements and Planning (MRP) . Accounts Payable (A/P) .

Accounts Receivable (A/R) . Order Fulfilment . Physical Inventory .

Warranty Processing . Financial Services (Credit Card Industry)

Hardware IBM Mainframes

Professional Experience

U.S. Department of Commerce Census Bureau . Chicago, IL

Enumerator Mar 2009-Present

1. Verify addresses for mailings of 2010 Census questionnaires.

1. Receive assignments to locate and list households, and conduct

interviews with respondents.

1. Meet with supervisors at specified times to review and submit work,

receive procedures, and clarify instructions.

1. Maintain records of hours worked, units produced, quality control

results, and expenses incurred in the performance of duties.

1. Canvass an assignment area to research for every place a person lives

or could live; participate in recruiting and testing activities.

Accomplishments:

1. Successfully finished all assigned areas within time constraints.

CCVI Bearings . Mundelein, IL

Project Co-Coordinator / Consultant Jul 2007-Nov 2008

6. Assisted project manager by rechecking all specifications and managing

test cases and results.

6. Collaborated with the rewrite teams to create a comprehensive flow

chart of the current system for rewrites.

6. Helped with the research and preparation of change requests to resolve

issues and concerns.

6. Adhered with governing policies and procedures to ensure safety and

productivity.

6. Acted as liaison with other personnel in expediting drawings and other

related information.

6. Cooperated with multinational divisions to design new computer system

for international implementation.

6. Handled customization, configuration, and enhancement of related

issues while maintaining compliance with established policies and

procedures set by the organization.

6. Resolved client issues and concerns in a timely manner.

Accomplishments:

2. Eliminated redundant work efforts by gathering system information

from three international branches running separate versions of the

same system and combining them into a single universal system that

enables modification of one system.

2. Authored detailed manuals and facilitated training for user

community.

2. Directed a three-member team in creating a universal system by

migrating from legacy CICS to JAVA that permitted orders from one

branch to be processed at another branch without order re-entry.

2. Productively completed projects ahead of schedule and under budget.

Discover Financial Services (Discover Card) . Riverwoods, IL

Subject Matter Expert / Consultant Jun 1994-Jul 2003

14. Provided vision and leadership to system revisions and future goals

development; mentored less experienced staff and new managers in job

fundamentals.

14. Developed and tested temporary solutions and participated in root

cause analysis sessions.

14. Generated a full documentation of information and problems, and

offered continuous process improvement feedbacks.

14. Created and validated workarounds of incident management and

personnel.

14. Worked on the conversion of COBOL and DB2 programs from old platform

to new ENDEVOR platform; installed new elements into ENDEVOR.

14. Mentored team members with less experience in Top-Down structured

coding, testing, debugging, and specifications documentation.

14. Provided on call 24/7 assistance for 50 weeks a year as Subject Matter

Expert to aid on call personnel in system abends in nightly batch

processing.

14. Helped in program debugging, or file cleansing using SYNCSORT to find

errors for elimination, JCL fixes and other miscellaneous abends

guaranteeing that batch runs were completed in time to meet Service

Level Agreements.

14. Assisted Project Managers in developing Project Proposals, Business

Product Specifications, High-Level designs, and Work-Breakdown-

Schedules.

14. Aided in the development modification and support of Telemarketing and

Credit Card Acquisition System that processed data from call centers

and telemarketing agencies according to Business Rules and

Specifications.

14. Wrote COBOLII programs, JCL, and DB2 driver programs and added code

changes to existing programs in projects.

14. Cancelled Letters, Platinum and Affinity Cards, Multiple Go To Rates:

Non-Solicitation Request processing and Y2K conversion as well as

adhoc programs for various one-time reports for marketing and legal

teams.

14. Participated in all code walk-thru processes to determine if code was

accurate and effective to meet specifications; developed test cases

and test plans for all the projects I worked on.

14. Utilized SYNCSORT methods in JCL for Data Manipulation, Editing,

Reformatting, and Converting.

14. Created flowcharts in VISIO diagramming Systems and Programs; analyzed

Program dumps using ABEND-AIDE to locate corrupt data and program

logic errors.

Accomplishments:

6. Successfully assisted in the dismissal of Florida lawsuit for

soliciting people on the National Do Not Call registry as lead

analyst data mining information that proved validity of address on

solicitation.

6. Saved DFS of over $500 thousand by identifying serious design flaws

in the rewrite proposals from a 3rd party consultant team.

6. Achieved "Patback" Award for saving more than 10 thousand new

Balance Transfer Accounts due to telemarketing design mistakes.

6. Updated and modified existing COBOL/DB2 system by analyzing,

coding, testing, debugging, and documenting new concepts.

Earlier Career

May & Speh, Inc. (Merged with Acxiom) . Downer's Grove, IL

Senior Analyst

Education

Coursework in Information Technology

Triton College . River Grove, IL . 2007-2009

Coursework in Information Technology

Wilbur Wright College . Chicago, IL

Professional Training

Db2

Endeavor

Project Management

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