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Customer Service Manager

Camarillo, California, 93010, United States
May 26, 2010

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Jeff Santana

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

Camarillo, California 93010 c: 805-***-****

Qualification Highlights:

Accomplished Senior Information Technology professional with executive and

hands-on experience offering more than 25 years of demonstrated career

success. Expert in developing and executing operational strategies to

promote organizational growth and optimal utilization of emerging

technologies. Proven ability to bring the benefits of IT to solve business

issues while managing costs and risk. Dynamic management career with strong

leadership, problem solving, planning, team-building and project management

skills. Skills and qualifications include:

* Team leadership and development * Budgeting and cost control

* Vendor Management * Training/Mentoring

* Compliance and controls (SOX, HIPAA, PCI) * Strategic Analysis and

internal consulting

* Enterprise Systems Planning and Integration * Change Management

* Leading Edge Software Development * Project Management

Open to relocation. Willing to travel.



Director, Information Technology April 2007 - March 2010

WellPoint Pharmacy West Hills, CA

. Partnered with Infrastructure leadership to oversee corporate

enterprise initiative to improve platform stability, drive change

control standards and strengthen change process resulting in 35%

reduction in outages across the enterprise.

. Managed a team of 109 associates, 400+ on-shore and off-shore


. Directed applications development and maintenance activities including

development of systems strategies and priorities. Includes, controls

related to change, SOX, HIPAA, PCI, application security and


. Provided project management, oversight to more than 35 concurrent

multi-million dollar projects.

. Oversaw the development efforts for the M&A activities for a large

multi-billion dollar divestiture of the Pharmacy Business. Overseeing

all Pharmacy application development and migration activities for

pharmacy applications. The Sale was successfully closed December 1,


. Administered budget of $23 million and project budget of $26 million.

. Led the production support teams and collaborated with outsourced

vendors to provide 99.9% availability for Pharmacy Adjudication

systems processing 2 million transactions per day.

. Participated in the strategic planning for the Pharmacy business and

enterprise IT.

. Managed major vendor agreements for hardware, software and support.

Manager, Information Technology June 2005 - April 2007

WellPoint, Pharmacy West Hills, CA

Oversaw the day to day production support for most pharmacy

applications including mainframe and open system applications

supporting real time claims processing, financials, rebates,

reporting and customer service providing 99.9% system availability.

Managed a team of 28 direct reports and more than 80 contractors

working with SOA, WebSphere, J2EE, .NET, AJAX, AIX, Sun, Veritas,

Oracle, Sybase, SQL Server, IMS, Cobol, C++, Gupta, Factory

Automation, mail distribution systems.

Managed Internet site development, deployment and production support

for pharmacy mail order and external client customer service using

WebSphere, Java, J2EE.

. Participated in the enterprise IT standards setting and technology

review board for the enterprise.

. Managed vendor relationships with many application and contingent

labor vendors.

Manager, Information Technology March 2003 - June 2005

WellPoint, State Sponsored Programs: Camarillo, CA

. Managed vendor relationship with Perot Systems for out-sourced

production support of the Perot Diamond 950 claims adjudication

application from their data center.

. Led project management, development, testing and implementation for

major Diamond 950 upgrades as well as several local efforts for

medical management and disease specific interventions.

. Chaired State Sponsored business and IT prioritization committee.

. Directed support efforts and problem resolution with State Sponsored

call center and operations team for an enterprise roll-out of a

standardized front-end for all platforms across the enterprise

resulting increased efficiencies of training and a more stable

approach and consistent results.

. Worked closely with business, IT and procurement to develop an on-

shore/off-shore vendor out-sourced support model including replacement

for the manager role.

Manager, Information Technology January 2002 - March 2003

WellPoint, Dental, Life and Disability: Camarillo, CA

. Managed day-to-day production of the Dental, Life and Disability

production support teams.

. Reduced headcount costs via managing vendor relationship with off-

shore/on-shore contractors.

. Designed and implemented major renovation to improve scalability and

stability of primary Life and Disability application hardware and

software resolving a serious customer abrasion issue.

. Chaired both the Dental and the Life and Disability business and IT

prioritization committees resulting in more streamlined efforts

towards client care and revenue generating projects.

. Led programmers supporting CICS, Cobol, JCL, Sybase and SQL


. Participated in annual planning efforts with other leadership team

members to ensure cross-team alignment of fiscal, enterprise and

operational goals.

Director, Information Technology July 2000 - January 2002

WellPoint, State Sponsored Programs: Camarillo, CA

. Directed the selection process and selected Perot Diamond as the

primary claims platform for the Medicaid business. Involved with

Business Leaders, Legal and Procurement to negotiate the multi-year

agreement with Perot Systems.

. Oversaw the implementation and migration of State Sponsored Business

from the enterprise core medical system to the Perot Diamond 950

application housed at Perot's data center in Plano, TX.

. Served as Safety Director for the Camarillo campus supporting multiple

WellPoint business units to ensure OSHA compliance, appropriate

emergency response, and physical infrastructure compliance.

. Coordinated the annual employee safety day including education, annual

flu shots, updated evacuation and ergonomic standards.

. Represented State Sponsored business in work group to resolve

performance and capacity issues with a common claims front end (CCFE).

Participated in enterprise efforts to negotiate and implement an out-

source CCFE replacement.

. Managed a team of 40 associates and a budget of $6 million.

. Participated in business units strategic planning to ensure alignment

with IT and business strategic plans.

CIO and Director Information Technology: April 1995 - July 2000

Santa Barbara Regional Health Authority Santa Barbara, CA

. Oversaw the support, development and implementation of computer

operations, application development, hospital and physician

reimbursement, HVAC, phone systems, electrical systems, plumbing,

building security, and adjudication of medical and pharmacy claims

[Medi-Cal, Healthy Families (HFP) and Access for Infants and Mothers


. Designed computer facilities, oversaw construction contractors and

worked with interior designers on relocation of the Health Authority

to a new site. Project was completed on-time and on-budget.

. Researched, recommended, and developed an entirely new claims

adjudication system.

. Managed vendor relationships for Phone, HVAC, security, and IT

hardware/software vendors.

. Oversaw the IT and Operations budget approximately $5 million and a

team of 50 people.

. Chaired the Technical Committee and sat on the board of a project

funded by the WellPoint Foundation to develop electronic medical

records in Santa Barbara County. Participants included 3 hospitals,

major medical groups, and individual medical providers.

. Participated with agency negotiations for the provision of care with

all types of medical, pharmacy and hospital providers.

. Provided monthly presentations to the Health Authority Board of


. Led rate setting and coding efforts for the payment of services

including implementation via strategic team management.

. Oversaw the claims mail room, claims processing and provider support.

Manager, Information Technology September 1989 - February 1995

Santa Barbara Regional Health Authority: Santa Barbara, CA

. Designed, built and implemented HPUX, Oracle based medical and

pharmacy claims processing application, and related internet tools for

submission of prior authorizations and claims. Designed, developed and

implemented a real-time eligibility system integrated with the State

of California Medical benefits system used by most pharmacies, medical

providers and hospitals in Santa Barbara County.

. Negotiated with all IT vendors including the procurement and support

agreement with Oracle for the primary RDBMS platform and

implementation of HP Hardware, support and OS purchase.

. Provided support for open system applications, hardware and personal

computer hardware and software. Research and report on industry trends

and provide technical support for the PBX and Voice Mail systems.

. Managed and provided hands-on support for security and compliance

activities including logical and physical security of all facilities,

network, data center and applications.

Member Computing Staff September

1984 - September 1989

Hughes Aircraft (Corporate Data Processing):

Fullerton, CA

. Led a project to evaluate and replace components of Corporate Computer

Usage Billing System for several mainframe and open system

environments, networks, phone usage, and employee hours.

. Managed support efforts for billing applications to support military

contracts leading to increased efficiency and accuracy.



California State Polytechnic University, Pomona

Bachelor of Science in Business Administration

Major: Computer Information Systems

Minor: Micro Computer Systems



Hardware: IBM P5/P6 with HACMP/XD and Partition Mobility, IBM z10,

HP3000, HP9000

HP9000, Hitachi Storage, EMC storage, IBM Storage

Virtualization (SVC), Cisco,

F5, Brocade, Intel based systems

Operating Systems and Languages:

z/OS, TSO, JES, MPE XL, OS/2, UNIX, AIX, HP-UX, Windows 2000,

NT, XP, Vista, 7

HTML, iHTML, J2EE, Java, JavaScript, Perl, SQL, PLSQL, SAS,

FORTRAN, Basic, COBOL, IBM Assembler, Pascal, PL/1,JCL, MarkIV,

Powerhouse, Dbase, Paradox, Access, Visual Basic, C, C++,


.NET, AJAX, Veritas with Virtual Volume Replicator (VVR) and

Storage Foundation, Metro Mirror and Global Mirror

Software: Word, Excel, PowerPoint, Outlook, CorelDraw, Access, Visio

Database: Oracle, Sybase, SQL, IMS, VSAM, IMAGE, KSAM

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