Customer Service Information Technology

Christopher Roach

SUMMARY

With many years of experience in Information Technology with emphasis on the last 9 years as a Change Management Analyst. Proven abilities in complex systems, trouble shooting and resolution with direct customer support. Known as a strong team player with a outstanding work ethic and a commitment to quality customer satisfaction. Areas of experience include Financial, Health Care, Student Loan and Banking industries.

TECHNOLOGY SKILLS

CA-Service Desk, Changeman, Endevor, uDeploy, Harvest, Subversion, Visual Source Safe, Jenkins, Xtraction, Crystal, Viso, HP-Service Manager, Remedy, Linux, Unix, Visual Studio, MS-Office applications, CMII, ITIL, Agile, SQL, Cobol, Cobol II, Vsam, DB2, CICS, Culprit, Easytrieve, Jobtrac, Expeditor, Fileaid, Infoman, JCL, TSO, ISPF, REXX.

OPERATING SYSTEMS

IBM 43XX, 30XX, HP3000, WINDOWS, IBM, DELL, MAC P/C.

PROFESSIONAL EXPERIENCE

Oppenheimer Funds, Centennial, CO Oct 2013 to May 2017

Release and Change Management Engineer

•Enforce Change Management governance regarding enterprise wide policies set forth by Leadership and the Change Management team.

•Create and execute reports from the CA-Service Desk change tickets in order to facilitate and collaborate in various change related line of business meetings on a weekly basis.

•Create monthly Change and Release adhoc report metrics as requested by leadership.

•Supported audit reporting throughout the year.

•Created, maintained and enhance Change Management SharePoint documentation for our customers to have access to informative documentation.

•Training of end users on product knowledge, features and functionality.

•Provided prompt response in supporting proprietary systems and software builds on a dashboard for both planned and unplanned activities.Communicated and escalated build/deployment issues.

•Perform on-call 24/7 support.

•Participated in Operation/incident management and Project team meetings. Facilitated Infrastructure and a weekly High Impact change review meeting.

•Assured business and infrastructure compliance to adopt change management methodology by actively monitoring and assessing the internal change management workflow.

CIGNA Healthcare, Greenwood Village, CO. 2001 – July 2013

Configuration/Change Management (CM) Analyst

•Monitor and assess high-volume workload in HPSM ticketing queue to ensure Service level agreements on both mainframe and distributed systems were achieved.

•Maintained and supported CM software tools including ChangeMan, Endevor, Harvest and VSS to ensure the integrity of code from development to production life cycle.

•Utilized CA All Fusion Harvest CM Administrator setting up and maintaining applications and manage user access.

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•Release Management - audited releases and monitored deployments of a large number of projects. Verified release notes and installation instructions, bundled code packages into release package groups, tracked deployment tasks performed by support groups, and updated database that tracks versions installed in various environments.

•Managed the weekly Sequence of Events report for the tracking and coordination of all production changes within the Segment.

•Perform on-call 24/7 support.

Application Development Sr Specialist 2007 - 2011

•One of the key members in the mainframe migration project which was needed during CIGNA’s acquisition of Great West Life systems. This project involved all Production source code, Jcl, Procs were protected and imported correctly ensuring code was functional with minimal impact to the business operations.

•Maintained the integrity of all mainframe (MF) test support regions. Primary contact for executing test region restores and maintaining backup history for region refreshes upon customer requests.

•Primary MF support for maintaining all test regions access history. Updated region calendars to coordinate customer access and facilitated weekly user meetings.

•Perform on-call 24/7 support.

Sr. Programmer Analyst III 2001 – 2007

•Production Support Team member to a complex Employee Benefits System. Research, analyze and implement fixes to critical and high priority assignments.

•Developed reports and enhanced existing programs for ERISA government mandates.

•Enhanced Unidentified Electronic Claims (UEC) multiple provider screens to enable the UEC analyst to correctly match members to providers.

•Perform on-call 24/7 support.

Unipac Corporation, Aurora, CO 1999 – 2001

Systems Engineer

•Primary technical resource for analyzing, coding and tested all government and business mandates to the National Student Loan Data System. (NSLDS)

•Developing reporting process of unreported student loans for the National Student Loans Data System (NSLDS).

•Analyzed and processed data sent by various guarantor clients via tape and data transmissions.

•Analyzed, modified and tested programs and JCL to apply a new customer service Technical resource on a project team to install companywide changes to improve Customer Service to clients and borrowers. e telephone number and PO Box.

Modified numerous programs in establishing a corporate standard for customer

service correspondence letters generated both systematically and manually.

•Installed new release of Zip/Finalist software

•Perform on-call 24/7 support.

EDUCATION

•ITIL Foundation Certificate in IT Service Management Management

•CMII Courses I,II,III and IV, ASU Fulton School of Engineering

•Grumman Data Systems Institute,Woodbury, NY. (Computer Programming)

•Grumman Data Systems Institute, Woodbury, NY. (Computer Operations)

•General Douglas MacArthur H.S, Levittown, NY.

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