Customer Service Quality Assurance

M ILTON M ANTALIS

* ******** **** **********, ** 15220

Phone: 412-***-**** Email: **********@*****.***

APPLICATIONS DEVELOPMENT SOFTWARE QUALITY ASSURANCE BUSINESS ANALYSIS

Dynamic and results-oriented information and business technology professional with an extraordinary

progressive career, specializing in software quality assurance, business software and applications,

programming, telephony, and business analysis. Proven ability to consistently achieve objectives by building a

collaborative organizational team culture, performing in-depth research and analysis, applying creative problem

solving, and exceeding client and customer expectations. Outstanding reputation for completing projects in a

precise and timely manner. Extraordinary trainer who facilitated formal and informal staff and client training

programs that resulted in enhanced performance and increased product knowledge. Strong written and verbal

communication skills with the unique ability of providing complex information using easy-to-understand

terminology.

Core competencies include:

PROFESSIONAL EXPERIENCE

AFFILIATED COMPUTER SERVICES (ACS), Pittsburgh, PA 2005-2009

Senior Systems Analyst / Developer

Designed, developed, and documented complex applications utilized in total benefit outsourcing (TBO) and

interactive voice response (IVR) system platforms. Conducted front-end and back-end IVR process analysis for

data exchange between IVRs and database servers to ensure client requirements were fulfilled.

KEY CONTRIBUTIONS:

Provided support for production move and employed a variety of IVR utilities, including Rapid SQL,

for resolving production issues.

Key contributor as part of a team responsible for the successful client base conversion from the Talx

IVR platform to the Intervoice IVR platform.

Collaborated with configuration management and business analysts to ensure that accurate

documentation was maintained for production environment modules conforming to Capability

Maturity Model (CMM) Level 3 requirements.

Created IVR specs used to generate client IVR Call Flow Diagrams.

Provided technical specifications to SQL stored procedure programming group.

MELLON BANK, Pittsburgh, PA 1998-2005

Voice Response Systems Coordinator

Managed, developed, supported, and contributed to the daily operations of all IVR applications specifically for

401(k) retirement plans and benefit products.

KEY CONTRIBUTIONS:

Championed the design and development of an application used to monitor and ensure that

production IVRs were effectively communicating and performing I/O with the host servers and

computer mainframes. The application provided early detection pager alerts to the IVR support

team, allowing ample opportunity for problem resolution.

Strategically collaborated with the customer service center and telecommunication groups to

implement a complex computer telephony integration (CTI) application that enabled IVRs to

simultaneously transfer customer calls and “screen pop” customer service representative

workstations with customer data.

Conducted IVR vendor evaluations and participated in selections.

Milton Mantalis, Page Two

Phone: 412-***-**** Email: **********@*****.***

PROFESSIONAL EXPERIENCE – CONTINUED

FISERV, Pittsburgh, PA 1997-1998

Voice Response Programmer Analyst

Upgraded existing FISERV telephone banking IVR systems and installed new systems at various client facilities

located throughout the United States. The successful system upgrades and installations required the extensive

use of InterVoice I-Form and Invision IVR programming tools. Facilitated training sessions at client facilities on

maintaining daily support functions of on-site IVRs. Participated in the purchasing of IVR systems. Developed

project and test plans.

MELLON BANK, Pittsburgh, PA 1993-1997

Voice Response Programmer Analyst

Supported multiple 401(k) retirement plan IVR applications by interpreting program specifications. Designed,

developed, tested, modified, and maintained IVR program software using InterVoice I-Form programming tool.

Created a parameter driven generic IVR application for use by clients designed to significantly reduce the time

needed to implement a production ready IVR application. Formulated an automated process used to generate

IVR call history statistic reports for individual clients.

ADDITIONAL EXPERIENCE

BLUE CROSS OF WESTERN PENNSYLVANIA, Pittsburgh, PA

Business Information Specialist

Acted as liaison between application programmers and back-end users. Coordinated testing and implementation

of various claims processing systems to ensure that all business requirements were satisfied. Produced ad-hoc

reports for testing purposes and business decision support using Easytrieve Plus programming language.

84 LUMBER COMPANY, Washington, PA

System Support Technician

Conducted point-of-sale (POS) hardware and software installations for all 84 Lumber Company retail outlets.

Provided ongoing support and troubleshooting of all POS hardware and software at all locations. Facilitated

training for all sales associates on the usage of new POS systems and features. Installed upgrades and

software revisions to stay current and resolve known issues. Collaborated with programmers on resolving

coding issues.

E D U C AT I O N / C E R T I F I C AT I O N S

CALIFORNIA UNIVERSITY OF PENNSYLVANIA, California, PA

Bachelor of Science in Computer Science; Minor in Business Management

Certifications:

ICM SCHOOL OF BUINESS, Pittsburgh, PA

Certificate in Computer Programming and Systems Development

A D D I T I O N A L I N F O R M AT I O N

Computer Skills:

Intervoice Invision, Intervoice I-Form, Intervoice IVR, Talx IVR, Systems Development Life Cycle

(SDLC), Sybase, Rapid SQL, IVR Application Design, At&T Conversant IVR, Easytrieve Plus, IBM MQ

Series, DB2/2, PC Anywhere, MS DOS, DOS Script, TSO/ISPF, Windows NT / XP Professional, MS

Office Suite, various telephony PBXs

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