Customer Service Manager

Joann Y. Napolitano

Romeoville, Illinois *****

OBJECTIVE

My goal is to obtain a management position to; lead resources with a strong

customer service focus and individual accountability to successfully

support customer, business and financial objectives, meeting retention

goals and supporting individual career development.

I will offer leadership, utilizing my wide variety of skills and experience

as a people, process and technology manager to contribute valuable input

enabling thought leadership and optimal customer service. I will empower

individual contributors to provide excellent and targeted solutions and

service and may offer pertinent input for enterprise wide corporate

strategic initiatives.

EMPLOYMENT

Aetna (formerly Coventry HealthCare) 2009 - Feb, 2014

Downers Grove, IL

Manager, Database Administration

Managed a team of 11 Oracle Database Administrators and Consultants

supporting critical 24x7 eCommerce, Workers Compensation, EDI and

Business reporting application databases. Lead enterprise and

infrastructure management directives to ensure they are communicated,

implemented, documented and appropriately supported in a timely manner

by technical resources. Ensure that all security and change management

policies and database audit directives are strictly adhered to in

support of overall department and corporate goals. Engage in

departmental budget preparation and review, provide software licensing

quotes and support proof of concepts for new technologies and

infrastructure database solutions. Allocation and assignment of proper

infrastructure database resources to support all approved project or

production support initiatives for both Infrastructure and Application

Development partners has been a primary responsibility. Delivered

enhanced production support and proactive monitoring and consistently

evaluate employee performance, morale and work-life balance to ensure

retention goals are met and to avoid burnout. I am focused on

persistent communication of important directives or changes in

priorities impacting IT staff members to ensure a consistent and

positive message is delivered. I make it a priority to understand the

strengths and weaknesses of staff members in order to allow for the

most appropriate balance of technical resources across all areas of

responsibility. I have maintained 100% retention since moving into a

direct report management role and frequently encourage and empower

individuals to seek out and grow their own personal career paths and

take full advantage of opportunities available to them. I continue to

engage in critical incident management in our production environment

as they occur and coordinate and manage technical resources and

administrative duties including post-incident reviews and root cause

analysis. I participate in an on call rotation for Database

Administration escalation challenges that require additional attention

and/or management across all existing RDBMS platforms and participate

in upper management representation of those infrastructure issues.

Responsible for production database stability and uptime for mission

critical healthcare related 24/7 applications.

Coventry HealthCare (formerly First Health Group Corp.) 2007 - 2009

Downers Grove, IL

Database Administration Supervisor -> Database Administration

Consultant (Team Lead)

Oracle (RDBMS) Technical Team Lead: Manage a team of DBA and Senior

DBAs supporting eCommerce, Workers Compensation, EDI and Business

Reporting backend Oracle databases. Manage and coordinate IT project

initiatives in these areas while providing an excellent level of

database support for our Application Development customers for their

database design, implementation and production support. Provide

technical DBA resources and database support for various

infrastructure projects including high priority database security and

audit compliance initiatives. Schedule and coordinate 24x7 on-call DBA

support for databases within my scope while maintaining excellent

communication and coordination for numerous expedited and emergency

issues and/or changes involving these databases. Provide important

tuning and capacity recommendations for optimal performance of the

applications running on the Oracle database instances. Determine and

assign appropriate DBA resources to projects and user support requests

providing full service database support that allows proper coverage

for day to day development, testing and production implementations,

application and database upgrades. I coordinate and provide valuable

input for scheduling DBA resource availability and timelines on

critical IT projects and for numerous database administration tasks

required to support Coventry's IT infrastructure as well as manage any

necessary planned or unplanned outages for various types of required

maintenance including; hardware, system, network, application,

middleware and database.

First Health Group Corporation (formerly HealthCare Compare) 1992 - 2007

Downers Grove, IL

Database Administrator - Senior Database Administrator

Oracle RDBMS: Support various databases of the Revenue Management,

Clinical Management, Client Reporting, External Web Application and

Claims Data Warehousing nature including; design and implementation of

all database objects to support the necessary applications and

business requirements. Create and maintain design models that depict

each of the databases objects and their relationships to one another.

This includes writing macros to generate and support object triggers,

procedures, privileges and sequences. Participate in troubleshooting,

performance tuning, backup, recovery and supporting live production as

well as development and testing environments. Write processes and

documentation that conform to the current corporate standards for

creating new databases, enhanced performance, and change management,

pro-active and coordinated maintenance. Utilize PL/SQL, SQL and the

UNIX "vi" editor to perform efficient database queries.

Ingres (RDBMS): Support various databases of the Financial, Patient,

Client and Reporting nature including; object design and

implementation, authoring rules and procedures, process and

performance monitoring and tuning, documentation and troubleshooting

of development, testing, training and live production environments.

IT Production Operations Supervisor - Supervise a staff of computer

operators on two shifts, responsible for production network

operations, corporate wide client data reporting, electronic file

transfers, data archival and maintenance of batch processing. Work

closely with the application development staff to facilitate the

composition of procedural documentation within specific departmental

guidelines, fully test each process and implement the final procedures

for turnover to operations. Maintain report distribution

requirements, monitor available disk space and disk usage, essential

equipment operations and handle trouble shooting for both shifts.

Created necessary data archival procedures utilizing both optical and

compact discs as well as archived the report data to the compact

discs.

First Computer Corporation 1990 - 1992

Burr Ridge, IL

Customer Service/Inside Sales - Responsibilities included order

entry, production scheduling, invoicing, sales quotations, system

configurations and product return authorizations. Activities also

entailed warranty registration coordinator, maintenance contract

administration and the preparation and distribution of price

schedules. This position required extensive customer service and

sales support.

Purchasing Assistant - I was involved in vendor correspondence for

the purposes of expediting product, acquiring information regarding

scheduled ship dates, lead times, pricing, availability and vendor

returns.

East Coast Computer Systems, Inc. (formerly Media Software & Systems)

1987 - 1990

Romeoville, IL

Marketing Administrator - Primarily responsible for pre-press

production of direct mail pieces, company newsletter, presentation

materials, request for proposals and customer/vendor contracts. Also

involved in managing mailing lists, ordering promotional materials,

compilation and distribution of price lists and marketing information.

Handled the administration of; UNIX based electronic mail and file

management and the co-op advertising program. In addition I performed

customer service as well as marketing support for strategic ad

campaigns.

SKILLS

RDBMS; Ingres, Oracle V.7 - 11g, GoldenGate replication, RAC, Exadata. Data

modeling; Erwin. DB Tools; Quest Toad, Oracle Enterprise Manager (OEM),

SpaceManager, SpotLight, SQLab Expert. Miscellaneous; FTP, SQL Loader,

Telnet, KeaTerm, Exceed, Pkzip, Remedy, UltraEdit, Unix Visual Editor (vi).

Operating Systems; DOS, Windows, UNIX and VMS. Microsoft products; Office,

Outlook, Visio, Access, Excel, PowerPoint, Project and Word. Desktop

publishing; Harvard Graphics, Interleaf, Ventura and Framemaker. General

Office; Kronos Timekeeping, WordPerfect, Wings, Lotus 123 and Quicken.

REFERENCES

Astrid Bullock - Aetna IT Manager 630-***-****

John Nogle - Aetna Sr. IT Manager 847-***-****

Cathy Wantroba - Aetna IT Manager 630-***-****

Robert Mitilieri - Aetna Database Administrator 815-***-****

Additional references available upon request.

Contact this candidate