Customer Service Project
Resume:
Robert G. Oehmen
**** ********, **** **, *******, Illinois 60626
***@**********.***
BUSINESS ANALYST & TECHNICAL TRAINER PROFESSIONAL
PROFESSIONAL SUMMARY
Dynamic professional with over 20 years of Information Technology expertise. Leverages 10 plus years of
technical expertise as a Senior Software Programmer Analyst with strong communication skills and leading
edge business acumen. Expert at coordinating projects through the entire project life cycle. Adept at leading
stakeholder meetings and translating business needs into technical requirements. Successful in gaining the
trust and collaboration of diverse staff. Known for bridging the gap between business and technical experts
though clear written and verbal communication. Skilled in the rapidly changing IT methodologies, tools and
technologies.
Industries
Architecture Education Publishing
Chain stores – restaurant Human Resources Utility/Energy
Credit Bureau and Credit Card Insurance Wholesale supplier
Recent experience developing requirements through the project life cycle
Company Name Project Date
•
Wolters Kluwer / CCH 2007/2009
Project Coordinator /Requirements Analyst of the re-design
publishing of the web purchase and check-out process.
• Web Customer Service enhancements
• System documentation of web, customer service, product
upload –CMS and back-end interfaces between the
customer, staff and IT system
MTC Web interface redesign 2007
Riverside Publishing Re-write of web and palm child maturity evaluation tool 2006/2007
Trans Union Database platform migration from proprietary to DB2. 2005/2006
Responsible for maintaining the project schedule using MS
Project and Excel
McDonald’s Project Manager and Business Analyst of a Regional manager 2004/2005
Corporation tool used to capture and evaluate store performance – client
sever interface downloading to Oracle database
Accomplishments
• Project coordinator and business analyst leading to successful project implementation.
• Business applications: B2B, checkout, customer service, store performance, electronic
intelligence testing, human resources, and knowledge management systems;
Technologies: web, XML, .net, Object Oriented, client server, data warehouse and relational
•
databases
• Process Methodologies and Business Process Modeling: Agile, RUP, UML, Waterfall
• Instructional designer and trainer of software and process methodology courses.
• Ensured client satisfaction and team effectiveness by creating clear visual models and text.
• Developed process improvement strategies
• Improved the quality of software systems through unit, system and user acceptance testing.
• Marketed and sold indepently created and developed products: UML training course, business
club and a radio show focused on leading edge business trends
6575 N. Glenwood, #3S, Chicago, IL 60626
773-***-**** – h 773-***-**** - cell
Robert G. Oehmen Page 2 of 3
PROFESSIONAL EXPERIENCE
Wolters Kluwer, CCH Publishing 2007- 2009
Business Analyst for two web stores and two Customer Support systems. Brought to be the CMMI
champion. Led meetings with business and technical staff. Facilitated solution development and problem
solving, escalating issues as needed. Oversaw improvements that increased customer satisfaction, reduced
staff intervention and lead to increased sales. Involved in the entire project life cycle. Created the business &
technical requirements, the business, system and technical models and documentation. Coordinated the
System and UAT testing leading to sign off and implementation. Technology Platforms and software tools
included: .Net, HTML, XML, CSS, Share Point, Oracle. Agile
Sunrise Spirits, Inc (since 1997)
Consultant & Partner
JB Alberto’s 2009 – present
Business consultant. Analysis of As-Is and To-Be strategy for continuing development of being a green and
socially responsible business – the “Do-Better Economy.” Development of relationships with the Supply
chain, staff, customers, community business and government organizations. Agile
MTC 2007
Organized requirements for the complete redesign of web based application. Deliverables were use cases,
workflows and functional requirements.
Riverside Publishing 2006 - 2007
Developed requirements for a redesign of web based application. Lead JAD sessions with business and
technical staff. Responsible for documenting the design sessions and incorporating the analysis into the
requirements documents. Developed the use cases, use case elaboration, functional specifications, and
workflow processing diagrams. Developed solution options. Analysis of complex business documents. Full
Life cycle development. MS Project, EXCEL
TransUnion 2005
On a corporate-wide, six-plus year project to change platform from VSAM to DB2 data structure project, lead
twice weekly meetings of the mission critical Performance team and the Architecture Change Request
Review team. Updated project plans, cross team communications and worked to resolve issues. Created the
project plans for these teams, using MS Project and following industry standards. Each team contained
database and enterprise software experts. MS Project, EXCEL
McDonald’s Corporation 2004 - 2005
Analyst on two successful Client/Server data collections application implementations, meeting short
deadlines with superior quality software. Identified issues, facilitated problem resolution and escalation as
needed. Full life cycle development – requirements, traceability matrix, business & technical analysis and
design, data modeling, QA (test script creation and execution), bug identification & resolution,
implementation. Liaison between all business and technical stakeholders Technology & Tools: VB, MS
Access; Oracle Designer, Oracle 9i, VISIO, EXCEL.
Robert G. Oehmen Page 2 of 3
OTHER SELECT CLIENTS & ENGAGEMENTS 1997 - 2004
Diamond Cluster International
Software Requirements & Methodology course developer and instructor
Interstate National Insurance
Replacement of the legacy software claims processing software with a 3 rd party
system
Commonwealth Edison
Integration of Datamart for the corporate-wide deregulation project
American Hotel Register
Order Entry system upgrades
CCC Information Systems
Software process and change management improvement
Blue Cross/Blue Shield of Illinois 1993- 1996
Senior programmer analyst on the patient coverage to provider system. Gathered requirements from subject
matter experts. Analyzed the software system, creating impact analysis and solution options. Coded, tested
and implemented the upgrades. Developed an in-house training on the impact of the emerging technologies.
Sears, Chicago, IL 1989 –
1993
Senior programmer analyst on the credit card application. Online real time interfaces between the staff, all
the credit bureaus and their credit approval system. Elicitation of requirements, and research of the system
wide data and architecture impact. Wrote the code, designed and implemented testing scripts and installed the
changes into production. Developed extensive and complete system documentation that enabled business and
technical staff to rapidly understand and debug problems. Used the documentation to train new programmers.
TECHNICAL SUMMARY
Structured Methodologies, Analysis Data warehousing: Workflow Strategies:
& Design: Informatica’s Datamart Business/Technical Process
RAD, OOAD, RUP, Design Patterns, Knowledge Management Supply Chain Management
UML, Yourdan-Constantine, Dataflow
diagrams
Tools: Databases: Data Communication:
Rational Rose, Requisite Pro, VISIO, DB2, VSAM, IMS, QMF, Business to business, VAN’s,
MS Office, MS Project, Excel, Oracle, SQL, Lotus Notes, LU6.2, TCPIP, EDI, XML,
PowerPoint, IBM Mainframe utilities, Access, Data Modeling, MQSeries
File Aid, PVCS Toad
Platforms: Languages: Testing tools
.Net and Web Services, LAN, WAN, Lotus Script, Java, J2EE, SQA, Expeditor, InterTest
Web, Client Server, UNIX, NT, IBM VB, HTML, COBOL, CICS,
Mainframe TSO, JCL
EDUCATION, PROFESSIONAL CERTIFICATES & TRAINING
Certified Capability Maturity Model Integration (CMMI)
Computer Career Program * Structured software programming and system analysis methodology
DePaul University * Chicago, IL
Bachelor of Arts * Graduated with Honors * Eastern Illinois University * Charleston, IL
6575 N. Glenwood, #3S, Chicago, IL 60626
773-***-**** – h 773-***-**** - cell
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