Customer Service Manager
Resume:
KATHERINE M. HILTON
*** ******* **** ? Redlands, CA 92374 ? 909-***-****
*******@*****.***
SKILLS:
Thirty three years of experience with database and application design,
development, and implementation. Support and manage/direct Information
Technology hardware and software platforms for up to 5000 + users.
Customer service oriented.
Database/Application Developer/Analyst, Burrtec Waste Industries, Fontana
02/2011 to 03/2013
Achievements:
Architected, developed and documented a backup database and website for
current 20 year old ERP system. This included the following tasks:
Created three databases for three companies in SQL 2008.
Created stored procedures, functions and Business Intelligence SSIS
packages to automate centralization from all flat file tables to SQL
databases. Used SQL Integration Services SSIS packages to ETL daily.
Website designed and coded in Visual Studio 2010 using ASP.Net, VB, C# and
Linq.
Reporting completed in Crystal Reports XI.
Promoted to Conversion Owner. Twenty three divisions in three companies
needed to be converted from the old ERP system to the new one. Tools used
for documenting, extracting, converting and loading data included:
Visual Studio 2010,
SQL 2008 Enterprise Manager, stored procedures, functions, and queries,
Red Gate SQL Schema and Data Compare,
Microsoft Office 2007 (Access, Excel, PowerPoint and Word),
AxoSoft On-Time.
Developed ERP system using:
Visual Studio 2008,
SQL 2008 Enterprise Manager, stored procedures, functions, and queries,
DevExpress controls for windows forms,
DevForce IdeaBlade ORM for persistance management.
SharePoint Architect/Administrator/Developer, Firth Rixson, England 10/2007
to 02/2011
Achievements:
Architected, Implemented, Showcased, Documented, Trained, Motivated and
Supported SharePoint MOSS 2007 for all facilities, divisions, and countries
worldwide for this manufacturing company to communicate and collaborate
information. This included:
Setup Active directory, groups, and user's permissions for SharePoint,
Added custom columns and content types for document libraries and lists,
Structural design and content for publishing sites, team sites, and
interactive web parts,
Implemented third party web parts,
Site migrations,
Motivated employees to use SharePoint,
Automated user needs throughout the corporation,
Migrated Access databases and Excel Spreadsheets to SQL and SharePoint
eliminating Access and Excel,
Developed applications to automate and centralize Oracle, SQL, and Progress
databases into one central data warehouse for all U.S. sites.
Created stored procedures, functions and Business Intelligence SSIS
packages to automate centralization from all databases. Used SQL
Integration Services SSIS packages to ETL data daily.
Designed, programmed, and implemented many applications for SharePoint
using Visual Studio .NET 2008 (ASP.Net, VB), SharePoint Designer 2007, and
database administration for SQL 2005 & 2008.
Designed Crystal Reports for all aspects of manufacturing from purchasing
raw materials to shipping products.
Company downsized and I assumed IS Manager position too.
Supported users with SharePoint sites and pages for all departments,
Managed staff and assisted with support for:
ERP & financial systems,
30 software applications,
38 Access Databases Applications,
285 Crystal Reports,
Application development,
Hardware (66 desktops and 35 laptops),
Cell and VOIP phones
Technology Consultant, Robert Half Technology 10/2006 to 10/2007
Achievements:
Designed, Implemented, and Supported SharePoint 2003 for a software
development company.
Designed Crystal Reports for Firth Rixson Forged Metals, Inc., (a
manufacturing company) during their go-live converting from an Oracle ERP
system to Visual ERP with SQL 2005. Designed, programmed and implemented a
shipping certification maintenance program.
Designed Crystal Reports for Payless Shoe Source during their go-live with
a new manufacturing application using an Oracle database.
Miscellaneous Contract Development, Redlands, CA 10/2002 to 10/2006
Developed miscellaneous applications for websites, mobile devices and
client server systems for small businesses throughout the Inland Empire
using Visual Studio .Net, Sql Server and Windows Server.
Business Services Director, NAMM California, Redlands, CA 08/2001 to
10/2002
Achievements:
Developed an application development department of 14 employees focusing on
client/server, intranet/internet, EDI, reporting tools, design
specifications, quality assurance, JAD sessions, RAD techniques, case
tools, workflow, process, and entity relationship diagrams.
Automated a manual process executing Crystal Reports for EDI Encounter
Data/Insured Services processing in NFS format for 421 files reducing file
creation and distribution from 6 days to 1 day. Created option to produce
ANSI 837 files and other types. Redesigned and implemented new application
for Diamond application downloads to centralized database.
Converted Access applications (with up to 80 users per database) to VB 6
front ends with SQL back ends.
Converted all ODBC connections using DAO to OLE DB w/ADO.
Redesigned and implemented applications for:
Member Customer Service
Claims Customer Service
Provider Contracts ( to an Intranet web application statewide )
Duties:
Directed 27 staff in 5 divisions (Business Solutions, Decision Support,
Production Services, Incoming EDI, and Outgoing EDI) with state-of-the-art
technical development tools and support for Diamond 6.1, and SQL 7.0/2000.
Analyzed, diagrammed, developed, installed, trained, maintained, and
supported software applications to support all departments within this MSO
for healthcare throughout the state of California.
Six Sigma Project Champion directing Six Sigma Black Belts with projects to
assist NAMM with cost reductions and better business processes.
Platforms:
Operating Systems: MS NT 4.0 Server, MS Windows 95/98/2000 Desktop
Databases: MS SQL 7.0/2000, MS Office 97, Oracle
Development Tools: MS Visual Studio 6.0, HTML and ASP, Crystal Reports 8
Other: Diamond 6.1.
Adjunct Professor, University of Redlands, CA 05/2001 to 11/2003
Duties:
Taught evening classes in:
Systems Analysis and Design for the Bachelor of Science in Information
Services
Telecommunications for the Masters in Interactive Telecommunications
Telecommunications for the Bachelor of Science in Interactive
Telecommunications
Information Technology for the Masters in Business and Management
Information Technology for the Bachelor of Science in Business and
Management
Three classes were taught specially to assist students with their final
project in their Bachelor of Science in Information Services to complete
their degree. Systems Analysis and Design teaches the students how to
analyze a business problem, diagram current processes, write design
specifications, diagram objects, and work with software developers on the
problem resolution. Both traditional and object oriented techniques were
taught. The last two classes were for 1) writing the manual about the
business problem, how it was resolved, and what the resolution was and 2)
developing a software application with a front and back end that resolved
the problem, test scripts, and software deployment techniques.
The telecommunication classes focused on everything from cabling through
networking including: desktops, servers, operating systems, security,
TCP/IP, domains, wireless technology and web development to name a few.
The information technology classes were an introduction to students about
technology in general. Everything a techie can imagine was discussed in
these classes.
Software Tools:
Dreamweaver, Flash, Fireworks, HTML, Visual Basic, Access, Visible Analyst
and Visio CASE Tools.
Dept. I.S. Manager, San Bernardino County, CA 09/1998 - 08/2000
Achievements:
Developed Information Technology and Support Department (ITSD) consisting
of five divisions: operations, application development, communications,
strategic planning, future welfare systems; developed and distributed
department/user policies and procedures, and provided quality customer
service oriented support.
Developed first IT budget consisting of $30 million for services, hardware,
software, and 34 new positions.
Designed and implemented Intranet reducing paperflow and building better
communications between departments.
Directed Network Infrastructure division with acquisition and
implementation of $5M of Cisco switches, routers, and WAN upgrade from T1
to DS3/OC3.
Directed Systems Operations division with acquisition and implementation of
SMS 2.0 enterprise software for asset management, Y2K assessment, and
software distribution.
Directed Business Applications division with application development
standards, proper test methods, implementation and use of MS Logo
Requirements.
Directed staff to enhance existing lab to support software deployment
testing for all environments supported.
Duties:
Directed ITSD managers and 79 employees with operations, software
development, communications, and strategic planning for the largest county,
geographically, in this United States (22,000 miles). Responsible for
supporting 5000 users+, 80-100 MS NT 4.0 File Servers, and WAN connectivity
covering San Bernardino County for over 100 sites. Responsible for
development and maintenance for all applications on the mainframe,
client/server, and intranet/internet using Visual Studio 6.0 Enterprise,
SQL 6.5 & 7.0, FrontPage, Dreamweaver, and Flash.
Chair for Technology Steering Committee. County Leadership team member.
Platforms:
Operating Systems: MS NT 4.0 Server, MS NT 4.0 and Windows 95 Workstations
Databases: MS SQL 7.0, MS Office 97 and 2000
Other: MS Project 98, MS Visual Studio 6.0, Dreamweaver, Flash, and Cold
Fusion.
MIS Manager, Inland Empire Health Plan, San Bernardino, CA 12/1995 -
08/1997
Achievements:
Established and developed motivated, responsive MIS department.
Recruited and trained staff on IEHP and MIS policies & procedures, hardware
and software platform, methods of user support, and documentation
techniques for new and on-going procedures.
Successfully implemented new managed health care system-hardware and
software vital to the startup operation of IEHP.
Designed, wrote, and implemented Provider File Transfer System (EDI) for
hospitals and HMOs.
Implemented MS Standards and MS Windows 95 platform.
Duties:
Managed MIS operations including systems selection, installation, tuning,
maintenance, software development, departmental budget, staff, policy &
procedure development, and strategic planning for future technologies.
Planned, scheduled, and coordinated the development, testing, and
implementation of computer hardware and software applications.
Chair for company-wide MIS meetings and Diamond Implementation Team.
Member of following committees: Activities, Capitation, Eligibility,
Provider, Walk Leader
Information Systems Manager, City of Colton, Colton, CA 03/1993 - 08/1995
Achievements:
Reduced IS operating costs, through development of a full service IS
department.
Designed and implemented the first IS training center and classes.
Developed and implemented a new automated budget process.
Implemented Novell network for the city's police department.
Wrote and implemented the first MIS operations manual.
Duties:
Managed MIS operations. Supervised staff. Maintained and presented
balanced budget. Managed citywide IS operations including citywide
payroll, payables, general ledger, and utility billing.
Platforms:
Supported HP3000 with MPE/ix OS and in-house financial application
developed in Powerhouse, Novell 3.11, MS Windows 3.11, MS Office 4.2 & 4.3,
ESRI's ArcView and 300 personal computers.
County of Riverside, Riverside, CA 02/1985 - 03/1993
Systems Analyst/Department Information Systems Coordinator for Riverside
County Building & Safety Department - Developed and implemented operational
policies and procedures for a system that included 400 users running an
HP3000 minicomputer housing the Building Permit Application and two Novell
networks. Supported in-house developed GIS application. Designed,
implemented, and trained users on Novell networks bridged and networked to
an HP3000 minicomputer series 955.
Data Processing Coordinator for Riverside County Sheriff's Department -
Coordinated data processing, user training, and systems analysis between
vendors and sheriff staff. Implemented inmate processing system for new
jail. Installed, trained, documented, and supported Novell networks,
electronic mail system, and PC applications.
Programmer II/Programmer III for Riverside County Information Services -
Programmed applications in COBOL for Riverside County Sheriff's Offender
Based Tracking system, warrant database, and Automated Name Index system on
IBM mainframe.
EDUCATION:
Master of Public Administration 1992
Calif. State University San Bernardino
Bachelor of Science in Business Administration & Management 1989
University of Redlands
Certificate in Data Processing 1986
1 Riverside City College
Visual Studio .NET 06/2002
Microsoft Roadshow
Mastering SQL 7.0 DB Implementation with Windows NT 09/1999
Mastering Distributed Applications Design Using Microsoft Visual Studio
08/1999
Mastering Enterprise Development Using Visual Basic 6.0 07/1999
Mastering Visual Basic 6.0 Development 06/1999
Quickstart Technologies in Irvine
PRESENTATIONS:
Prepared topics, agendas, handouts, and personally presented the following
seminars:
Co-established Inland Empire .NET User Group 2003
Co-established Inland Empire .NET SharePoint User Group 2011
The Internet 04/1996
National Association of Purchasing Managers
Sharing Software: Laws & Consequences 04/1993
2 California School Food Service Association
Computer Viruses, You are Not Immune 04/1993
3 California School Food Service Association
The Riverside County Experience 04/1992
Riverside County Technology Fair
Software Roulette (the US Copyright Act) 03/1992
National Association of Purchasing Managers
PC Virus Protection and Detection 10/1991
Riverside County PC User's Group
Personal Computer Use 1986
Association of School Business Officials, State of California
Personal Computers and Software 1985
4 Southern California School Food Service Association
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