Manager Customer Service
Resume:
Gayle A. Korn, PMP **** West Bronco Trail ? Peoria, Arizona 85383
( *******@*****.***
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INFORMATION TECHNOLOGY MANAGEMENT
Analysis ( Strategic Planning ( Budgets ( Risk Management ( Application
Development
Systems Architecture ( Operations ( Support ( Vendor Management (
Continuous Improvement
Customer Service ( Performance Metrics ( Reporting ( Team Building (
Training ( Best Practices
Dynamic, driven, results oriented, and goal focused technology leader with
BS in Computer Information Science, PMP designation and over fifteen years
experience developing robust infrastructure, systems and tools that promote
business growth, security, stability and profitability. Astute analyst,
strategic thinker and problem solver. Solid leader, orchestrated multiple
and complex demands to unfailingly meet client expectations, budgets and
timelines. Personable, articulate and persuasive; powerful presenter and
skilled negotiator. Gifted trainer; inspired high performing, cross-
functional teams. Led initiatives improving productivity, efficiency and
reduced costs for industry leaders Charles Schwab, Blue Cross Blue Shield
of Arizona, and Humana.
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CAREER TRACK
Senior Manager: Problem Management, Service Level Management, and TIS
Reporting Services 2008 - 2010
Charles Schwab Phoenix, Arizona
Lead with vision, aligning with Schwab Technology Services to
develop, implement, and maintain effective and efficient problem
management practices. Ensure Schwab Technical Services meets, or exceeds,
business negotiated service levels. Improve our service delivery through
factual data, by designing, engineering, and producing meaningful
management metrics and reports. Deliver the highest standards of service
through the adoption of Information technology best practices for problem
management methodologies in support of an environment with over 3,500
servers, and 3,600 network devices. Employ problem management methodology
to insure customer impacting problems are identified, ownership is
assigned, and problems are driven through root cause identification and
remediation. Regulate the timely resolution of problems by adhering to
problem management principles aligning with ITIL Service Delivery and
Problem Management best practices.
< Established vision, mission, and objectives to evolve all three Problem
Management disciplines to more closely align with ITIL Service
Management and Problem Management practices.
< Reorganized Problem Management moving our Web Reporting team to report
under the Director of the tools team creating synergy between our
organizations and a better organizational fit for the Web Reporting
Team.
< Increased efficiency and effectiveness of Technology Information
Services reporting through the establishment of more extensive trend
analysis and reporting across Schwab Technology Services top sixteen
critical systems with an emphasis on automation in reporting.
< Conducted a cost benefit analysis in collaboration with sponsors and
key stakeholders evaluating the value of a central known error
database. Resulting in a decision to utilize internally owned tools to
build a central known error database saving the organization over
$250,000.00 between product licenses, consulting fees, and resources.
< Successfully implemented, documented, and communicated a Watch List
notification process, standardized email templates for Problem
Management communications and escalations in the absence of action, and
an escalation process engaging senior leadership as needed in the
absence of action.
Senior Manager: Distributed Engineering & Implementation Services (DEIS)
2007 - 2008
Charles Schwab Phoenix, Arizona
Deliver insight, energy, technical expertise and leadership to support
distributed server environments and associated technologies for one of the
nation's largest financial services providers. Orchestrate simultaneous,
complex initiatives to meet expectations of partners and other
stakeholders and assure compliance with IT strategy across the
organization. Serve as technical expert and hosting services technical
readiness component owner for the Go-Live Process. Recruit, train and
supervise engineering staff; forecast and administer budgets; manage
vendors. Lead a 23-member team, including personnel stationed in Orlando,
San Francisco, and Los Angeles. Department provides 3rd Level operational
and availability support for production server environments, and on
average, implements 100 server fulfillment projects, and 120 active
service requests per month.
Gayle A. Korn, PMP Page 2
< Boosted organizational efficiencies by developing hosting services
workflow documentation, metrics and reporting in support of continuous
improvement.
< Created workload distribution metrics, including documentation and
justification for vendor augmentation and in support of the staffing
model and promotional opportunities.
< Improved team dynamics and minimized costs by partnering with Interface
Technical Training to design and implement a comprehensive training
plan.
< Successfully implemented Hosting Services Design Review Process for
Windows, Linux, Solaris, and AIX environments across all Schwab
business functions resulting in lower costs, improved productivity, and
partner relations improvements.
< Reengineered Server Go-Dead Process used for closing security gaps,
removing risk, and elimination of multiple versions of outdated
documentation. Developed formal documentation, automated key aspects of
the process, and guided training and rollout requirements.
Manager: Decision Support Services 2004 - 2007
Blue Cross Blue Shield of Arizona Phoenix, Arizona
Defined and managed infrastructure and enterprise information management
systems for this statewide healthcare insurance non-profit organization.
Designed and implemented strategies for information architecture, decision
support tools and data quality processes. Controlled data warehouse,
stores, marts, and universes. Administered software for access, security,
human resources and finance.
< Migrated the data warehouse from a teradata-based, EDS platform to an
internal SQL server; automated all ETL processes; realized a return on
investment (ROI) 25% greater than projected and saved $1,500,000+ in
operating costs in the 1st year.
< Restructured the department to handle forecasted growth; founded and
chaired a Customer Service Request Governance Board to prioritize
client issues.
< Redesigned hardware infrastructure for projected growth with
scalability and improved throughput; introduced best practices for
architecture, design and performance monitoring.
< Developed new job titles and duties that clearly delineated functional
roles and career path opportunities resulting in increased productivity
and improved team morale.
< Successfully mentored 2 team members, growing personnel into management
roles; subsequently, both personnel jointly took over Manager: Decision
Support Services position upon departure to Charles Schwab.
Senior Technology Program Manager 1994 - 2004
Humana, Incorporated Louisville, Kentucky
Developed tactical plans that drove corporate strategies and translated
customer business objectives into action for this Fortune 500 provider of
employer healthcare plans. Allocated resources, performed utilization
analysis and risk management. Developed project and communications plans
with reporting metrics. Mentored associates and guided cross-functional,
multidisciplinary teams in formal project methodologies.
< Designed a secure web infrastructure for the MetaVance system;
converted multiple claims processing platforms to a single enterprise
platform and promoted e-commerce strategic goals.
< Reengineered the Mentor Documentum System, eliminated a point of
failure, created system interfaces with MetaVance and scaled up user
access that supported global sourcing initiatives.
< Managed a military contract server re-deployment program and ensured
that technical solutions met both corporate and Department of Defense
hardware/software standards.
< Spearheaded large-scale projects; developed applications and supported
the MetaVance Systems Applications Reference and Controls Team. (2001-
2003)
- Implemented a new front-end menu system in support of Badger System
migration; provided simplified end-user access and enabled secured
authentication for outside vendor access.
Gayle A. Korn, PMP Page 3
- Developed security authorizations for sub-system access, based on
user roles, across the organization to comply with government
mandates.
- Managed the client deployment process and improved patch/release
procedures, -reduced time required for patch deployment across 2000+
workstations from 3 weeks to 3 days.
- Automated system access and configuration requests, which improved
performance and productivity for both IT Security and Reference &
Controls Teams.
< Established coding standard, version control and change management
procedures for MetaVance production turns; managed small and mid-sized
projects. (1999-2001)
- Wrote complex application programs that integrated with Pitney Bowes
Mailers Choice and enabled the loading of vendor tapes.
- Designed an application that cut processing time from 24 to 3 hours;
created table structures and internal sorting programs for the
provider maintenance system.
< Advanced from Sales Agent, to Sales Coordinator, then Operations
Manager of Direct Marketing Services, prior to earning Bachelors Degree
in Information Technology Systems and completing Humana's Information
Technology Specialist Program. (1994-1999)
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LEARNING CREDENTIALS
Bachelor of Science: Computer Information Technology ? Cum laude 1999
McKendree College Lebanon, Illinois
MBA with specialization in Information Technology Leadership ? 33/48 hrs
completed carrying 4.0 GPA 2010
Capella University Minneapolis, Minnesota
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CERTIFICATES & LICENSES
Certified Project Management Professional (PMP) ? ITIL V3 Fundamentals ?
Rational Unified Process (RUP)
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ORGANIZATIONS & ASSOCIATIONS
Service Oriented Architecture Institute ? Data Warehouse Institute ?
Phoenix Chapter: Project Management Institute ? CCV Life Coach and Small
Group Co-facilitator
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