Michael C Hernandez, ITIL

www.linkedin.com/in/Michael--Hernandez - 331-***-**** - ac44r1@r.postjobfree.com - Aurora, IL

Application Engineer Support Outsourcing Role

Application Maintenance Lead IT Application Production Support Lead Support Lead and Oversight Run the Business Governance Role with strong experience working closely and dynamically with onshore and offshore teams of high tech, legacy and SAAS applications in finance, corporate and insurance operations. Targeting superior customer focus, goals aligned with corporate direction, IT application and infrastructure stability and continuous improvement, while driving down IT costs.

Experience

CNA Insurance Chicago, Illinois, 1989 – 2017

Application Engineer Senior Specialist, CNA Insurance Chicago, Illinois, 2011 – 2017

Led finance application support teams with influence authority, providing an escalation point for business, IT and MSP teams as both advocate and expeditor for goals, requests, incidents, defects and reporting.

Promoted and maintained the MSP Staff, Global (virtual) team relationship with the business to provide a high level of positive support and communication in a demanding environment.

Headed multiple support teams to resolve all excessive aging defects (90 days to over 1 year) requiring change management request implementations, eliminating ongoing issues for the business. Further monitored team’s efforts to maintain zero/near-zero defect aging past 90 days.

Regularly coordinated issue follow up and resolution with infrastructure teams (Oracle DBAs, UNIX server, Informatica, Networking, Storage, Security, NetBackup). For example, expedited and facilitated resolution of all-day Sunday high priority (P1) infrastructure storage issue in time for critical weekend Finance processing to complete within the business service level agreement (SLA).

Drove an all-SOXS applications audit COBIT issue to resolve a response time gap. This required work by many teams engaged for many hours. By keeping this a major support effort, project expense to the company was avoided.

On an on-going basis worked with teams to implement efficiencies and continuous improvement changes to eliminate production abends and degradations after first occurrence maximizing support value to the IT organization, to the MSP and to the customer.

Application Development Specialist, CNA Insurance Chicago, Illinois, 2001 – 2011

Performed support, testing and development work, data integration, including liaison work with on-site and off-shore developers, as well as directly coordinating with business contacts for ProCede and related reinsurance applications using Oracle SQL, UNIX and Mainframe skills.

Achieved 100% support by newly obtained managed service partner staff after successful transition of reinsurance applications while personal position status was undefined.

Acted as a liaison to offshore contract staff for many small projects, resulting in timely, consistent and accurate delivery of business and IT specifications.

After many weekend late hour efforts delivered Side Car ProCede project on time providing a mechanism for business access to crucial historical data recognized by spot bonuses awarded to team by VP of Reinsurance.

Technical Analyst I/II, CNA Insurance Chicago, Illinois, 1989 – 2001

Support, testing and development work including contractor work coordination for claim information system and regulatory reporting using mainframe flat file COBOL programming and SAS.

Contributed to the accurate development, implementation and support of a claim information system. The resulting system eliminated several legacy systems and became one of the pillars of the application still in use to provide claim and premium reporting and analytics for the company.

Orchestrated and oversaw work of contract staff to implement regulatory reporting jobs, then supported that system of jobs until replacement in later years.

Education

Bachelor’s Degree in Computer Science, Northern Illinois University

Designations: ITIL Foundations, FLMI

Skills: Outstanding work ethic; collaboration, interpersonal skills, team player and coordinator; quality execution; result-driven; excellent communicator; detail oriented; substantial problem-solving skills; continuous improvement; balancing multiple priorities; web, distributed and mainframe, SAAS and

vendor systems; Infrastructure coordination with Oracle DBAs, UNIX, Informatica, Networking, Storage, Security, BUR, NetBackup; Business Analysis; Software Development Life Cycle(SDLC); Microsoft Word; Microsoft Excel; Microsoft Outlook; Microsoft PowerPoint; BMC Remedy; SharePoint; Service Now

Michael C Hernandez, Page Two