Customer Service Quality Assurance

Robert S.Tranbarger

Executive Summary

A results-oriented, award winning, highly

motivated professional with twenty plus years

of Information Technology experience in the

areas of technical support, systems analysis,

quality control, disaster recovery, procedures

development and publication, production

support, and change compliance management. A

resourceful and diversified leader with

experience in a broad range of technical

disciplines including more than 14 of years

experience in enterprise operations at Intel

Corporation.

Major strengths in:

. Customer Service and Technical Support

. Managing, Supervision and Mentoring associates

. Technical Documentation

. Project Management

. Business Writing Skills

. Strategic Planning

. Presentation Skills

. Web Page development and publication

. Performance Metrics design and delivery

Professional Experience

Entertainment Systems Inc. Culver City, Ca 07/2009 to 01/2010

Software Implementation Engineer

Responsible for payroll program production implementation process

improvement and procedures upgrades. Perform Quality Assurance

testing and review of all new program changes and implementations.

Managing all implementation incidents, updating standard operating

procedures and process flows while implementing additional process

efficiencies. Designing payroll extract report processing using

Visual Basic macro front end calling ODBC drivers to perform Excel SQL

queries on CA-DataCom mainframe Databases. Satisfy user payroll

reporting request using CA- Easytrieve query reporting writing

software.

Intel Corporation, Folsom, CA 11/1991 to 6/2005

Information Technology (IT), Quantitative Methods

Metrics Support Analyst

Metrics Support Analyst responsible for the production and technical

support of over 250 Global Infrastructure core operational business

performance indicators. Developed and maintained the databases and

reporting tools utilized to publish monthly operational performance

reports. This includes graphs, Powercubes, and web pages needed by GI

and Information Technology staffs during monthly reviews. Performed

Web administrative functions for the IT and GI dashboards. Engineered

the automation of the data collection process for the IT and GI

dashboards. Received an Intel Service Recognition Award for cutting

production time by 80% and reducing staff headcount by 3. This method

became the utilized standard by other reporting teams. Performed and

coordinated program conversion efforts including re-writing and

testing Cognos catalogs, macros, report code, batch run routines, and

job process documentation.

Intel Corporation, Folsom, CA

Information Technology (IT), Operations Service Center (OSC)

Operations Service Center Shift Supervisor

Operations Service Center Shift Supervisor responsible for the

Enterprise Network Operations Center, Messaging Center, WAN, LAN,

Production Support, and Data Warehouse areas. Created and established

the management level focal point of contact for partners and customers

covering all Global Operations production issues. Responsibilities

included production issue evaluation, crisis escalation and

management, Crisis Bridge meeting facilitation, and all follow-up

communications. Facilitated cross team communications within the

Operations Service Center to resolve major production issues.

Intel Corporation, Folsom, CA

Information Technology (IT), Operations Service Center (OSC)

Production Support Manager

Enterprise Production Support Manager responsible for a staff of 16

operations analysts in a 24/7, four shift multi-platform production

environment. Establishing collaborative partnerships with a broad

spectrum of customers, vendors, support organizations and

project/program teams to ensure that all service support requirements

are understood and delivered to meet the customer needs in a timely

manner. I received an Intel Service Recognition Award for staff cost

reduction of 25% while increasing coverage with existing staff without

headcount reduction.

Specific deliverables included:

. Publish daily production status reports for Production Support area

. Insure 24/7 staff scheduling and coverage - reduced staffing cost

by 25%

. Complete staff performance reviews

. Deliver department performance and status reporting to IT Manager

. Provide project management direction and assignment to staff

. Responsible for meeting Customer Service Level Agreements

. Educate subordinate staff on IT processes and procedures

. Facilitate daily status meetings for production processing

. Evaluate and implement hardware and software toolsets for

department utilization

Intel Corporation, Folsom, CA

Information Technology (IT), Operations Service Center (OSC)

Production Support Shift Supervisor

Enterprise Production Support Shift Supervisor responsible for

ensuring production support shift team had the appropriate processes,

tools, staffing and training to efficiently deliver mainframe,

distributed computing, and enterprise application services to the

customer's of Information Technology. I received an Intel Service

Recognition Award for planning and delivering staff hardware

workstation move without impact to production coverage or processing

interruption.

Specific deliverables included but not limited to:

. Publish daily shift status reports

. Create and publish Enterprise Batch Production Support indicator

reports

. Build strong customer and business partner relationships

. Provide shift leadership and training to junior staff members

. Crisis coordination and escalation

. Coordinate all ITIL change request for enterprise production

support

. Communications focal point for production issues

. Provide technical and procedural support to staff of four

Intel Corporation, Folsom, CA

Information Technology (IT), Enterprise Computing Operations (ECO)

Production Support Specialist

Responsible for monitoring and resolving all production related

batch/online problems in multiple 3090 CPU and LPAR environment.

Duties included: production migration, implementation, problem

reporting and tracking, resolution of scheduling conflicts, DASD space

management. Also provided technical support to programming and

operations staff as needed. I Received an Intel Service Recognition

Award for implementing 3270 emulation software removing the need for

hardwired IBM terminals by utilizing P C's.

Foundation Health, Rancho Cordova, CA

Production Control Supervisor

Responsible for development and implementation of IBM Mainframe

production support environment. Developed, published, and implemented

Production Naming Standards. Designed and activated production change

management (ITIL) migration procedures. Implemented CA Librarian and

fulfilled Librarian Administrator functions. Performed library

maintenance on systems and production libraries as needed. Built and

maintained all production libraries. Developed and Implemented

quality assurance checking and enforcement on all production

libraries. Devised and implemented a manual scheduling package for

all production jobs. Accountable for successful problem resolution of

all production batch processing. Responsible for ensuring data

integrity and retention for all production files. Interviewed, hired

and supervised production support staff.

U.S. Sprint, Rancho Cordova, CA

Senior Operations Analyst - Systems Programmer

Data Center representative on Corporate Standards and Procedures,

Capacity Planning, Disaster Recovery, and Problem/Change Management

teams. Rendered technical support and performed installation of CA

software products. Maintained and supported all systems and

production MVS libraries as needed. Performed change control function

and installation of IOCP, MVSCP, and other systems components.

Supplied department forms analysis, development, design and

implementation at data center level. I performed the role of backup

Technical Services Manager during managerial absence. Maintained all

department documentation and produced training on all local

applications to staff.

Xerox Medical Systems, Pasadena, CA

Contract Systems Analyst

I received Xerox Achievement Teamwork Award for conversion of over 200

COBOL programs, while bringing the project in under budget and three

months early. Provided pre-conversion analysis of application

programs and systems. Planned and managed conversion project while

supervising a staff of six programmer analysts and two computer

operators. Designed all conversion project forms and procedures.

Supplied management with periodic conversion status reports by

application. Performed all quality assurance and problem/change

coordination functions for telecommunications and production batch

issues. Supported OS JCL and Utilities education and technical

support for IT and user departments. Trained all user department

personnel in TSO/SPF terminal usage. Developed and implemented

Standards and Procedures manual for production support. Built and

maintained all production libraries. Wrote all JCL/procedures for

production batch job processing. Performed COBOL maintenance

programming as needed during conversion.

Education

Granada Hills High School - Honors in History and Political Science.

Los Angeles Valley College - AA Degree - General Education

Contact Information

Home Phone - 512-***-****

Cell Phone - 530-***-****

Email - *****@*********.***

Reference -

http://www.linkedin.com/in/robertstranbarger

Home Address - 2903 A Whisper Oaks,

Georgetown, TX 78628

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Experience

. Supervisor/Manager 15yrs

. Standards/Procedures/ Processes development 10 yrs

. Technical Support 10+yrs

. Issue resolution 15+ yrs

. Troubleshooting 15+ yrs

. Change Compliance (ITIL) 10+ yrs

. Microsoft Office Suite 10+ yrs

. Cognos Reporting 4+yrs

. Web Page development and publication 4+ yrs

Professional Training

* Intel management training courses:

> Managing the work Environment

> Discipline and Discharge

> Managing the Performer

> Constructive Confrontation

> Dealing with Difficult People

ecutive Summary

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