Customer Service Developer

Deborah M. Moore

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

Panora, Iowa 50216

Home: 641-***-****

Cell: 515-***-****

Email: **********@*****.***

I am an accomplished IT professional with experience in the financial services

industry at a Fortune 500 company. I have an unwavering focus on world class

customer service that makes technology a tool for businesses, and not an obstacle,

to get things done. My unique strengths include:

enabling others to use technology to add value to their business

minimizing the cost of implementing software systems by eliminating implementation

issues

creating reference materials and job aids

improving business processes to be "audit proof"

developing and delivering IT services

Summary of Qualifications

. Twenty (20) years IT experience implementing infrastructure,

application and end-user system projects.

. Team Leader of 4-10 team members for infrastructure and application

developer support.

. Liaison between business users located in multiple offices across the

country, IT Application Development teams and infrastructure support

teams for both tactical and strategic solutions.

. Performed the Installation/Implementation Lead role on major software

product projects, successfully managing scope and meeting timelines.

. Created strategy and mechanisms for communicating both planned and

unplanned outages and infrastructure changes to a variety of

stakeholders at all levels of the enterprise.

. Managed relationships with a variety of vendors (Attachmate, Borland,

AT&T, Microsoft, Trizetto and Click4Care).

Experience

IT Application Analyst - Senior Principal Financial

Group, 1989 to 2010

Implementation/Support Experience

. Performed implementation lead role for multiple vendor-based products,

including deployment of web-based applications, set-up of midrange

servers and set-up of security roles.

. Designed and implemented federated support model and associated

procedures for end-user computing in two divisions.

. Managed and implemented software upgrades for 15 domestic remote

sites.

. Coordinated mainframe and distributed developer helpdesks and on-call

functions, including defining the process for rotation staffing and

improved technical training.

. Provided 2nd level helpdesk technical support for both mainframe and

distributed systems.

. Designed and implemented call-tracking system to gather metrics

regarding support team utilization.

. Created plan and mechanisms for communicating both planned and

unplanned outages and infrastructure changes to impacted audiences.

Trained infrastructure support staff on procedures and standards.

Training Experience

. Developed and delivered end-user technical training on operating

systems, spreadsheets, database management systems and introduction to

PC's.

. Created technical training for application developer helpdesk teams.

. Trained application developers on back-end processing associated with

JAVA message driven beans.

Project Management Experience

. Championed and led enterprise-wide advisory group to rewrite the

corporate Change Management Policy and designed tooling to support

compliance.

. Designed and developed the enterprise-level migration process to move

files from Novell servers to Active Directory servers, including

application of information classification categories to data.

. Managed multiple operating system upgrade projects (Windows 95,

Windows 2000, Windows XP), including analysis of hardware upgrades

required, software compatibility and upgrade staffing requirements.

. Led effort to eliminate the risk of personal health information being

stored in inappropriately secured locations.

Leadership Experience

. Created and led Distributed Developer Support Team and expanded

Mainframe Developer Support Team functions.

. Coordinated mainframe and distributed developer helpdesks and on-call

functions, including defining the process for rotation staffing and

improved technical training.

. Provided year-round feedback, coaching and mentoring to team members

to meet performance goals and achieve quality results for the company.

. Identified key responsibilities for team members and communicated

expectations both verbally and in writing to ensure a common

understanding between management and team members.

Business Analysis/Quality Assurance Experience

. Articulated business needs as business unit representative on

enterprise-level technical projects, ranging from secured messaging to

WebSphere upgrades.

. Partnered with IT Service Owners to define service-level agreements to

meet needs of business unit systems.

. Managed relationships with a variety of vendors (Attachmate, Borland,

AT&T, Microsoft, Trizetto and Click4Care).

. Designed and developed metrics to assess quality of changes placed

into production.

. Used Wily Introscope tool to establish metrics and monitors for Java

applications.

Instructor Des Moines Public Schools.

1991 to 1998

. Created and delivered 8-week "Introduction to PC's" classes for Adult

and Continuing Education curriculum

Technical Expertise

. Java Development Infrastructure: WebSphere 6.0 and 6.1, RAD6 and

RAD7, ClearCase, Tivoli Workstation Scheduler, Visual Enabler

. End-User Technologies: MS Office, Internet Explorer, Windows, 3270

Terminal Emulation

. Distributed Infrastructure: Distributed MQ, Microsoft Active

Directory, Novell Directory Services, Microsoft Windows Server,

Midrange Servers (RHEL 5.x), Message Driven Beans, Linux Shell

Scripting

. Mainframe Technologies: TSO, CA7, MQ, DB2, JCL, COBOL

Education

Bachelor's Degree, Drake University, May, 1989

Major: Economics, Minor: Mathematics

Professional Training and Development

. Fellow, Life Management Institute - earned with Honors

. Associate, Customer Service

. Health Insurance Industry of America - completed 3 exams

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