Customer Service Project Manager

Timothy Sieb

Email: *********@********.***

Address: * ****** **

City: Lake in the Hills

State: IL

Zip: 60173

Country: USA

Phone: 847-***-****

Skill Level: Experienced

Salary Range: $75,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

TIMOTHY SIEB Phone: 847-***-**** Cell: 847-***-****

Lake in the Hills, IL 60173 *********@********.***

QUALIFICATIONS

Accomplished IT Business Analyst with outstanding experience supporting enterprise software enhancements for Fortune 500 clients. Identify key technical issues, develop critical functional requirements, and oversee coding and testing process; ensure fixes, new functionalities, and enhancements meet or exceed expectations. Create project roadmaps and design detailed initiatives; skilled in successfully leading/coordinating multiple onshore and offshore teams. Reputation for high customer service and delivering complete, robust solutions.

Recognition: Officially acknowledged by Hewitt Associates management for -outstanding performance-; established reputation for rigorously testing new code, potential tools, and system -fixes.-

Technical Skills: Java, HTML, Object Oriented COBOL, Mainframe, ADB2, Endevor, Xpediter, Continuus, GWD, Brief, SQL, Omegamon, CICS, GUI, Microsoft Office Tools, Microsoft Visio, Microsoft Project, Benefits Workstation, Spirit, Infomaker

PROFESSIONAL EXPERIENCE

MERCER, Deerfield, IL 2012

Senior Implementation Analyst

* Provided SDLC support regarding new and existing functionality for multiple client teams.

* Created & designed new functionality, developed business requirements and technical specifications for multiple clients while following the SDLC process.

* Primary areas of concentration/responsibilities were Life Events, Payroll, Email Alerts and Defaults.

* Partnered with other Senior Analysts to assist and provid solutions to the trickier requirements.

* Proactively provided Business Functionality and Technical Support for co-workers on other client teams.

* Mentored newer associates regarding logistics, processes and tools used

TARGET, Algonquin, IL 2010-2012

Sales Floor Associate

Provide excellent customer service; assist Team Leaders and Executive Team Leaders to fulfill independent assignments. Collected 12 prizes for -Great Team Member- recognition (selected by peers) for going -above and beyond.-

HEWITT ASSOCIATES, Lincolnshire, IL 1998-2010

Senior IT Business Analyst, 2009-2010

IT Business Analyst, 2002-2009

Developer, 1998-2002

Managed internal issue resolution surrounding Total Benefit Administration product for client service teams (directly supporting clients). Researched issues, assessed strengths of internal onshore and offshore development/testing teams, and assigned work. Clients included Siemens, Best Buy, AT&T, Intel, Disney, Goldman Sachs, Caterpillar, etc.

* Provided SDLC support regarding existing functionality for client teams and other business units within Health Management, Defined Benefits, and Defined Contributions administration areas of the firm.

* Created & designed new functionality, developed business requirements and technical specifications surrounding fixes, upgrades, enhancements, and new functionalities.

* Partnered with client service teams and key IT personnel to determine project goals and roadmaps; authored requirements, specifications, milestones, and technical benchmarks.

* Liaised with client service teams, onshore/offshore development and testing teams, monitored status of efforts and generated appropriate customer service and management reports.

* Directed/oversaw testing of new code; maintained demanding standards.

* Provided support for Web Support team on a regular basis.

Key Accomplishments:

- Code Testing: Due to reputation for thoroughness, requested by project manager to critically evaluate Source Code Manager tools for 20-member development team; determined that no tool was robust enough to manage the original Mainframe sTBA code (object-oriented COBOL, files on server).

- Multiple Practice Areas: Only associate in group to support 2 different practice areas simultaneously, Defined Benefits and Health & Welfare.

- Customer Service: Established personal relationships with internal client service teams (supporting clients); identified repeatedly by client teams for outstanding service.

- Internal Training: Led numerous formal/informal training courses for associates (onshore and offshore).

- Goal Teams: Instrumental member on 20+ Goal Teams (Engagement, Metrics, Improving Processes, etc.); improved efficiencies and processes within group to decrease expenses and assisted other groups to enhance their revenues.

- Performance Metrics: Routinely closed more issues than peers; top 1 or 2 closer every month (out of 15).

EDUCATION AND CERTIFICATIONS

BA, Telecommunications, University of Kentucky, Lexington, KY

Computer Programming Certificate, Computer Learning Center, Schaumburg, IL

VOLUNTEER EXPERIENCE

Huntley Youth Baseball Little League, Coach, Board Member, VP, President, 2004-2010

* Provided critical support for 550-player league.

Sockers FC Chicago hosted Nike Cup, Field Marshall and Awards Lead Coordinator

Junior Achievement, Mentor, 1999-2012

Huntley Park District, Soccer, Baseball and Basketball Coach, 2000-2011

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