Manager Customer Service
Resume:
W esterville, Ohio *****
Elizabeth D’Amico 614-***-****
abnh9h@r.postjobfree.com
S UMMARY
V ersatile IT professional with extensive experience in managing developers while simultaneously
creating web applications. Proven success in all phases of the application lifecycle. Excellent
analytical and problem-solving skills.
Passionate about customer service. Demonstrated ability to establish rapport and credibility with diverse
groups. Highly skilled at paying close attention to detail while keeping sight of the end goal.
T ECHNICAL SKILLS
L anguages S oftware and Applications S erver Platforms
• A SP • C rystal Reports • I IS
• P HP • M acromedia Flash • C oldFusion
• C FML • P hotoshop • S QL Server
• X ML • D reamweaver • M ySQL
• J avaScript • F rontPage • A pache
• S QL • O nDemand
• C SS • K nowledge Pathways
• H TML • P athlore
• L ivelink Enterprise Server
• L ivelink Archive Server
• L ivelink Enterprise Scan
• L ivelink Email Monitoring
• L ivelink Email Archiving
• H P Connect-It
• A dobe PageMaker
• M S Office
E XPERIENCE
Limited Brands - Columbus, Ohio 2006 to 2009
B usiness Systems Analyst - Web Applications Support
Designed server infrastructure, developed add-on functionality and provided ongoing support for purchased software
applications supporting HR, ITIL, Legal, Knowledge Management and Document Archiving most with no prior training or
experience with those products. Elicited business requirements using interviews and site visits. Documented technical
specifications and created training materials.
• Received 8 recognition awards for exceptional performance.
• Created processes and application workflows that automated tasks and streamlined the end user experience.
• Initiated and created new troubleshooting workflow documentation which enabled the Help Desk to improve incident
resolution time and client satisfaction by 30%.
• Developed international web application which enabled the business to meet new government regulation within an
extremely aggressive timeframe.
• Participated on the selection committee for the new Legal E-Discovery solution. Architected, installed software and
created process flows for the selected solution which greatly reduced Legal’s outside counsel fees.
• Implemented content replication servers in 8 worldwide locations to increase document transfer times with employees in
by all locations thus improving business productivity by 70%.
• Guided executive team in the selection of replacement technology supporting the Board of Directors Meeting Agendas.
Implemented new solution and created training for the Board members.
• Initiated and developed content permission approval workflow and audit reporting to resolve SOX compliance deficiency.
• Facilitated communication and the sharing of ideas between diverse departments.
6275 Rosebay CT
W esterville, Ohio 43081
Elizabeth D’Amico 614-***-****
abnh9h@r.postjobfree.com
JPMorgan Chase/Bank One/First USA - Columbus, Ohio 1997 to 2006
T echnology Manager - Retail T raining (2003 to 2006)
Promoted to manager for 3 intranet application developers while simultaneously developing web applications. Architected
technical infrastructure supporting 25,000 end users nationwide and 25 instructional designers.
• Implemented a Simulation Editor, implemented a Learning Content Management System and created content templates
which reduced development time of training by 50% while creating a consistent, end user experience.
• Created dynamic, training completion reports by geographic region which improved the completion rate to 97%.
• Provided vision and direction on the Corporate Learning Management System Team including software selection and all
aspects of configuration, testing and global implementation.
• Created a development, stage and production infrastructure and implemented a solid QA process which eliminated 100%
of technical and content errors.
• Established trusting relationships and acted as the primary liaison to software vendors and other departments which
improved their response time to training requests.
A pplication Developer Analyst Lead - Retail Intranet (2000 to 2003)
Selected as team lead for 2 developers while jointly developing intranet applications using Lotus, Microsoft and Allaire
development tools for all departments within the Retail Line of Business.
• Ensured 100% application availability through server administration duties including software installation, user accounts,
virus patches and performance monitoring on IIS and ColdFusion servers.
• Resolved all code and server issues on IIS and ColdFusion servers and followed production support process including
working the incident queue, communicating with clients, change management process and post implementation activities.
• Created training material and application documentation to improve client understanding and acceptance through the
ability to explain technical concepts in a non-technical manner.
C ommunication Manager - Consumer Lending Risk Management (1998 to 2000)
Promoted to manager for 1 developer and managed contract labor as needed while concurrently developing intranet
applications. Created all Risk Management communications including intranet websites, presentations and newsletters.
Created standard look and feel for Risk websites using graphics, Flash and CSS.
• Created intranet sites which eliminated several paper-based manuals and saved the company $200,000 annually.
• Developed policy manual approval application ahead of schedule and under budget.
• Design and implemented electronic archival strategy of policy material to allow for cross reference and versioning as
needed by Legal and Compliance.
• Selected to lead the Consumer Lending Intranet Developer Team.
P olicy Analyst - Risk Policy (1997 to 1998)
EDUCATION
DeVry Institute of Technology
Columbus, Ohio
Information Technology Diploma
GPA: 3.9 - Graduated with Honors
BA - Otterbein College
W esterville, Ohio
Major in Speech Communication
GPA: 3.6 - Graduated with Departmental Honors
A FFILIATIONS
• TechColumbus
• T he Ohio LinuxFest
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