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Project Customer Service

Indianapolis, Indiana, United States
35,000 /yr
January 25, 2018

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James F. Johnson

Cell: 317-***-****


Indiana Vocational Technical College

Associate Degree, Computer Science





MVS Windows







Visual Basic (VBA)

Microsoft Project Visio

Business Objects Power Point

Microsoft Access KEY (ADW)

IEW CICS (Command Level)

MS-Excel Xpediter


SQL Plus CA Scheduler

TSO\ISPF Test Director

Informatica MicroFocus Cobol



I have over fifteen years as an IT professional with responsibilities ranging from Programmer to Project Leader (analyst & developers). My skills are broad, including a solid Mainframe background, relational databases, GUI development using PowerBuilder; CASE technology; and Oracle (PL/SQL, Stored Procedures, & Triggers). I have produced & maintained DFD’s, Process Diagrams, Decomposition Diagrams, System Diagrams,as well as Flowcharts for both Business & IT Partners, This evolution has given me an exemplary set of skills and the ability to work very productively in a team environment or individually as well as being able to mentor and provide leadership within a team. I have interfaced with both business partners as well as IT, conducting productive meetings & using various diagrams detailing processes, function requirements & Microsoft Project.

I have over 5 years of Customer Service experience in a Call Center, with strong quality & customer care skills (normal to escalation). I am able to successfully provide a good experience for customers as well adhering to KPI's (Key Performance Indicators).


ACS / A Xerox Company

11/09/2009 – 11/6/2016

Benefits Specialist: Responsibilities include

1) Assiting members of the state of Indiana Public Employee's Retirement Fund (and non-member funds) and Teacher's Retirement Fund with:

a) Annuity Savings Accounts (Asa)

a) Accounts Balances

b) Management of Funds

c) Account Activities

d) Fund Activities

b) Pension Benefits

2) Lockheed Martin:

a) Assiting member's with their Health and Wellness

3) Form Motor Company

a) Assisting member's with their overall needs

4) Tools Used:

a) Citrix

b) Pass

c) Help Text

d) Ms Office Suite

e) Outlook


May 2005 – August 2008

Programmer Analyst II. Responsibilities include analysis, design, and production support for IDMS and CICS applications. Ensuring accurate deliverables throughout the project Life-Cycle. Maintaining multiple IDMS datahase across mutlitple CICS regions.


July 2004 – May 2005

Programmer Analyst II. Responsibilities include co-ordination of SIT Release Testing efforts and Quality Assurance for all CDDB\CLDB (an Oracle Corporate Database application) enhancements, preparation and execution of Test Plans derived from BSD and TSD’s in order to ensure the on-time and accurate delivery of releases.; creation of Pl/SQL Triggers & various Scripts; communication with various business partners and IT partners to ensure accurate delivery; monitor and control Defect Reporting for Release Support.


July 2003 – July 2004

Business Systems Analyst. Responsibilities include co-ordination of Integration Testing efforts for all System Releases, preparation and execution of Test Plans derived from BSD and TSD’s in order to ensure the on-time and accurate delivery of SallieMae IT releases. Communication with various business partners and IT partners to ensure accurate delivery.

Computer Horizons Corp.

November 1993 – April 2003

Thomson Consumer Electronics


November 1998 – April 2003

Project Lead for GITS (Global Intransit Tracking System). Responsibilities included supervision of 3 developers ; Project Analysis / Development ; and communication and co-ordination of Business request

Senior Analyst for 3PL Project team

Member of the OSB (Order Ship Bill) team. Responsibilities included maintaining existing applications within OSB

Provided assistance in developing guidelines and procedures for IT Development for TCE

Eli Lilly & Co.

Consultant and Site Coordinator

October 1997 - November 1998

Co-ordinating the testing effort to complete Clinical Trials for CT – SMS

This involved Power Builder System and IVR (Phone Interactive System)

Testing all Clinical Trials and Systems related to CT – SMS

Creation of Test Plans

Creation of Project Plan Timelines using MS Project Plan

Execution of Test Scripts

Complete documentation of testing effort

Skills required: Knowledge of SQL and relational databases, PowerBuilder, Oracle, Xcel, SQL Plus,

Microsoft Access

USA Group

Consultant and Site Coordinator

October 1995 – October 1997

Utilized KEY(ADW) CASE Tool (Analysis, Design and Construction) in a COBOL, CICS, IDMS environment for new application development.

Provided mentoring and problem resolution on KEY(ADW), CICS, JCL and general batch architecture, and later on USAG development methodology.

For Interface Support, produced DFD, Decomposition Diagrams, and mini-specs.

Assisted client in all aspects of project development, in order to achieve the company’s objectives.

Eli Lilly

Consultant and Site Coordinator

November 1993 – October 1995

Member of a team that created and maintained the AMS II application in PowerBuilder using MDI Gateway to DB2 database. Also worked on some COBOL/DB2 reports for the same application.

Member of a team that developed and implemented the AVAS system using KEY(ADW) CASE Tool, MicoFocus COBOL, CICS, and DB2.

Created procedures for Pre/Post Implementation that included KEY software encyclopedia management, CICS check-outs, and Batch check-outs.

Farm Bureau Insurance

July 1983 - November 1993

Promoted from Programmer to Senior Programmer/Analyst over course of tenure.

Established project requirements and created aggressive but attainable project schedules.

Created and monitored test criteria and cycles to meet project objectives.

Monitored all related project phases from establishing Client and System Requirement Documents to Post Implementation Reviews in order to the successful and on time projects.

Analyzed project requirements and creating program definitions for project members.

Guided project members in order to ensure the successful completion of project goals on time and with minimal amounts of overtime.

Defined program definitions for Senior Programmers and Programmers.

Trained team members from Programmer Trainee to Senior Programmer.

Developed applications utilizing IEW, and later KEY(ADW), CASE Tools. Most applications were developed using CICS for on-line screens and DB2 database.

Earlier, created and maintained batch and on-line CICS applications in COBOL and ALC with a DB2 database.

Ran cycles and unit tests to ensure validity of coding assignments.

Provided oral and written communication during all phases of project development.


References are available upon request

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