Customer Service Manager

Concord, MA *****

TAMARA LERNER

978-***-**** (M)

ac1qzy@r.postjobfree.com

Summary:

Accomplished, results-oriented IT leader with the track record of success leading global production support teams. Recognized for taking major initiatives, adapting to rapidly changing environment, and resolving mission critical issues to ensure bottom line success. Management of large, diverse teams across various technologies and functions. Build strategic partnerships with both internal partners and external clients to produce optimal results.

Develop and manage complex databases to support critical business functions.

Skills:

Leadership Cross-Functional Team Leadership Process Improvement Lean Six Sigma Green Belt

Change Management Project Management Excel PowerPoint Problem Solving Effective communicator and negotiator Cross-Organizational Team Player eCommerce ERP CRM ETL Cloud SQL Unix Shell Scripting Statistical Report Generation Data Analysis Software Engineering/Debugging

Systems:

Isilon Sybase Sybase Replication Server Microsoft SQL Server Oracle Full Text Server (verity )

Sun Solaris HP-UX 11.0 AIX 5.1 Windows 2007 Windows 2008 Windows 2010 Windows XP SAS Server

Tools:

Informatica FileZilla Sterling Tidal PGP Encryption Alterian Cognos Salesforce Jira SharePoint PowerPoint Excel PeopleSoft Embarcadero DBArtisan ERStudio BMC Patrol Proactive DBA

Experience: Senior Operations Manager

Merkle, Marlborough MA 2011-2016

Hands on Senior Operations Manager with direct reports in US and in China

Developed High Performance Teams that provided production support 7x24 environments

Mentored and Oversaw several accounts: OnStar, Hartford, Emblem Health, AARP, Dell, Carters, Urban, Morgan Stanley, Bose

Handled work and task assignments, resource allocation, resource forecasting, workload balancing, project management, people management, production management, change management

Identified areas of improvement and implemented changes on the accounts

Enforced Operational Excellence in the organization

Managed career paths by coaching and mentoring direct and indirect reports

Drove several initiatives to achieve operational excellence and process improvement that increased margin by 15%

Initiated and trained teams in China to provide off hours production support

Built, Maintained and Grew relationships across multiple organizations to deliver day-to-day operational management of database and eCommerce strategy

As a member of Methodology Board defined and implemented Policies and Processes Definition and Improvement across organization

Collaborated with capability leaders across organization developing strategic recommendations

Ran Production Toll Gates for new deployments

Recipient of “Big Hit” Achievement Award that is awarded to one person annually out of 3,000+ employees for outstanding service

Support and Monitor the integrated technology solutions across multi-faceted technology stack infrastructures that make customer-centric, omni-channel solutions possible

Contribute into Client Solutions design

Provide technical leadership in the organization

Implement Automation and Optimization in the solutions

Define and Implement QA framework on the solutions

DB Audit Solution Architect - Consultant

IBM Global Services, Boston, MA

Client: State Street Corporation (formally IBT) 2006-2011

Team Lead overseeing the successful operation of the implementation auditing solution for State Street Corporation (formally IBT)

Architected database auditing solution for client using Lumigent Technologies Audit DB for Oracle, Microsoft SQL Server and Sybase ASE using Replication Server

Oversaw solution deployment across over 70 production servers targeted for audit

Technical lead providing daily support for audit application on Oracle, Sybase and SQL Servers, delivering scripts, reports and other utilities as needed for customer satisfaction

Facilitated the improvement of system and database security on the company’s servers to minimize unauthorized use and damage to the company’s assets. Ensured the database environment and procedures conformed to all of the firm’s policies as it relates to information security and operational effectiveness

DBA Team Lead/Manager

Lumigent Technologies, Acton, MA

Aquent Boston, MA

EMC Corporation, Westborough, MA

Fidelity Investments, Westborough, MA

State Street Corporation, Quincy, MA

Harvard-Smithsonian Astrophysical Observatory, Cambridge, MA

Managed dba teams providing task assignment and guidance to the dba’s, performance reviews, formal training, managed group budget

Lead teams to implement industry best practices for server and data center operations

Lead projects to assure that Customer Service Mission Critical system had high availability and true 7x24 uptime (absolutely zero down-time for any reason including maintenance)

Provided Production Sybase and SQL Server Database Support 7x24 in the fast-paced atmosphere of Wall Street

Developed procedures to assure high availability and business continuity preparedness that included DR site testing, replication, log shipping, DR backup and recovery

Provided Maintenance, performance tuning and administration for production Sybase and Microsoft SQL Servers

Performed code reviews before implementing changes on production environment

Performed Performance monitoring, optimization and business continuity planning for production servers

Managed multiple tasks simultaneously, work well under pressure, attention to deadlines, focus on customer satisfaction

Documented operational procedures, workflows and problem resolutions

Provided knowledge transfer and training to team members

Education:

Moscow University of Oil and Gas, Moscow, Russia

Master of Science in Applied Mathematics

Thesis topic: Statistical Identification of Applied Methods in the Gas Pipeline Industry

Moscow Nursing School # 21, Moscow, Russia

Nursing degree

Harvard University Extension School

C programming, UNIX systems programming

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