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Customer Service Software

Plano, TX
December 31, 2018

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Lane Kleinpeter

Plano, TX – **** *817-***-**** –

Principal Mainframe Systems Programmer

Software Engineering - System Design - Technical Leadership

Development & QA Testing

Business Requirements

Replication Environments

Process Automation

User Acceptance

System Validation

Change Management

Data Recovery

Program Interfaces

Senior-level programmer and software engineer with progressive and dedicated career committed to continuous professional development.

Trusted leader provided teams, peers, and business leaders with streamlined and secure automated processes that reduce labor hours.

Analytical technical leader and troubleshooter providing extensive support to identify, isolate, and resolve complex technical issues.

Hands-on project leader developing scope, testing, and user acceptance for multiple simultaneous initiatives.

Collaborative team member ensuring consistent training is provided to staff and clients for system and software maximization.


Minimized JCL creation time for VSAM replication changes from six hours to thirty minutes through ISPF screens creation.

Developed more than 85 CICS regions for test VSAM replication environment support, completed in eight days to achieve aggressive business-critical deadlines.

Installed Remote Recovery Data Facility Initial Verification Process to run CICS regions with VSAM workload for VSAM replication test after IPL reducing manual efforts from up to three hours down to fifteen minutes.

Self-instructed in ISPF Dialogue Manager Services to create ISPF screens for RRDF change process support.


FIDELITY INVESTMENTS Westlake, TX November 1993- June 2017

Lead, CICS/RRDF Team (2004-2017)

Provided technical leadership to RRDF support team and managing business unit; and trained staff in new techniques for RRDF infrastructure support, change processes, issue resolution, testing, and standards for active environments.

Assume full oversight of RRDF SMPE environment to complete new vendor fixes and functionality, then provided to production for subsequent RRDF VSAM replication.

Streamlined manual RRDF change process by creating REXX programs for RRDF file add/delete change process automation, reporting, domain initialization, and parmlib libraries access for active/active multisite production.

Interfaced REXX programs with skeleton JCL to enable coding screens display of variable fields based on PLEX location, and mitigated redundancies with multiple screen data shares.

Developed select batch ControlM procedures for RRDF software and reporting, and integrated verification process with creation of RRDF IVP environments.

Provided 24 x 7 support for business units to troubleshooting production RRDF issues, and technical support for all RRDF/CICS changes.

Learned CICS for deeper knowledge in brokerage releases, weekly changes; and to apply RSU updates to CICS, new CICS version launches, and CICS support for on- and off-hour production environment issue resolution.

FSAT Testing Services (2000-2004)

Supervised customer statement team batch processes for the acceptance testing group; and oversaw nightly batch cycle with ControlM monitoring more than 8000 jobs for abend resolution, issue management, and changed software support.

Resynchronized environments to production software and configuration levels for batch and online systems' ability to mimic production functionality, process automation, and tool development.

Designed FSAT automated environment transaction generator to run CICS transaction suites for system validation/data seeding, and to provide status reporting of automated transactions to web.

Wrote Eztrieve/COBOL programs for efficient daily operational process automation using VSAM file processing, SQL, and DB2 interfaces.

Customer Statement Team (1993-2000)

Reorganized Info Pac administrator and daytime support, and engineered multiple service recoveries for business users to recreate mutual fund and brokerage statements, monetary confirmations, revised account profiles, and new account profiles due to data discrepancies.

Redesigned customer service message build as deliverable of statement project launched to integrate daily and yearly CSF report definitions and output control files to lessen regression testing impact.

Established timelines and process for software testing; and managed incident tracking, resolution, and software installation for tax Lot Accounting project.

Implemented the first adjusted statement cycle; and managed post-cycle process for year-end statement project providing online access, microfiche processing, and statement redesign of coded brokerage activity.

Sustained zero-defect software, and initiated scalable and actionable production software changes to production software. Provided Deloitte & Touche with customized proprietary audit statement.

Engineered multiple service recoveries enabling business users to recreate mutual fund and brokerage statements, monetary confirmations, and new account file revisions.



IBM Mainframe (z/OS, MVS), Microsoft Windows

Language / Software:

COBOL, ControlM, CA7, REXX, DB2, Endevor, Eztrieve, FileAid, OS/JCL, Microsoft Office, TSO/ISPF, ISPF Dialogue Manager Services, Sysview, Remote Recovery Data Facility (RRDF), ServiceNow

System Support:


CICS, RRDF VSAM Replication, CAFC, CPSM, MQ, ControlM

ITIL, ISO 20K, Agile



Bachelor of Science in Business Administration - Management of Information Systems


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