Customer Service Java
Resume:
Tom Caldwell
Dade City, FL ***25
***************@*****.***
SUMMARY
Experienced, accomplished Information Technology professional with Team Lead/Tech Support/Programmer and Project Management
experience. Strong analytical skills with over 21 years of comprehensive experience developing in all major environments, including
UNIX/WebLogic Java, Windows/ASP, and mainframe/Rexx, COBOL, JCL. Proficient at multi-tasking, working under pressure, meeting
deadlines and collaborating with other business units. Aptitude for learning quickly and applying new skills.
Key competencies include:
• Highly knowledgeable in all
areas of IT with experience in
the design, architecture, and
development of technology
infrastructures and applications
to address complex business
problems.
• Extensive qualifications in the
project life cycle, inception to
production (requirements-
gathering, design, development,
implementation, support, and
product enhancement).
• Responsible for developing,
maintaining, and acquiring
applications to support
customer contact centers for all
Verizon Wholesale customers.
Primary Skills
• Java/J2EE Technologies:
Servlets, JSP, Java Beans,
JDBC, RMI, JMS, JNDI,
Applets, Swing
• Web Technologies: Web
services, XML, XSL, XSLT,
SAX, DOM, CSS, Java Script,
HTML
• Oracle Weblogic: Weblogic
Portal, Weblogic Integration,
WebLogic Server
Administration and support
• Programming Languages: Java,
JavaScript, Perl ASP, C, SQL,
PL/SQL, exposure to .NET
• Mainframe: Cobol, Rexx, Clist,
ISPF Dialog Manager, File
Tailoring, QMF, SPUFI,
Endevor administrator,
Batchpipes, JCL, ISPF tables,
Fileaid, Sortwriter, Syncsort,
SAS, ESP.
• UNIX/Linux support with
experience writing shell scripts,
AWK
• Database: Oracle, DB2, SQL
Server
• Application Servers: Weblogic,
Tomcat, Apache, WebSphere
• IDE: Weblogic Workshop,
Eclipse,
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Tom Caldwell
• Operating Systems: Unix,
Linux, Windows, Mainframe
• Source Control: CM Synergy,
CVS, Endevor
• Others: LDAP, Single Sign
on(SSO), ANT build scripts,
HP Diagnostics, TOAD,
Experience in Object Oriented
Analysis and Design (OOAD)
techniques using UML, IIS
Server, Attachmate mainframe
screen scraping(Verastream),
Documentum, Trained in SAP
PROFESSIONAL EXPERIENCE
Development Team Lead, Wholesale Claims Desktop, Verizon, Tampa, Florida 2003 to 2014
• The Claims Desktop Portal, a
Verizon Excellence Award
Finalist in 2003, is a J2EE net
centric portal application that
supports online real-time
claims investigation and
resolution across over 20
legacy and Verizon back-end
data sources and systems
nationwide, including ordering,
billing and provisioning and
presents claims investigation
data in a consolidated desktop
format. This resulted in
considerable cost savings for
the company overall, as
wholesale is an $8 billion per
year business.
• Verizon achieved an overall
$40 million in improved
revenue stream, while reducing
processing time by 30% for
87% of wholesale claims.
• Achieved a 20% reduction in
claims handling costs resulting
in over $2 million annually
• 97% of claims resolved in
under 30 days
• Automated entry of 85k claims
annually
• Reduced claims resolution
effort by implementing
grouping functionality for
similar or repetitive claims.
Primary Responsibilities
• Involved in the IT effort to
create the Wholesale
Collections Desktop. Held
detailed requirements sessions
with client organization.
Developed architecture and
application design proposals.
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Tom Caldwell
Managed the complete
lifecycle, through
implementation and support.
This new application allows for
greater tracking of outstanding,
collectable balances and was
enhanced to automate
adjustment processing,
bankruptcies, and disconnects.
• Involved in architecture
reviews in all aspects of the
Wholesale Desktop Services
suite of applications. Database
platforms, application servers,
hardware, and network
architecture were reviewed and
a new future-optimal
architecture was selected.
• Heavily involved in the initial
coding of the Wholesale
Collections Desktop from
scratch using Java and
WebLogic Portal's framework.
Rapid application development
required many hours of
overtime work over a nine-
month period.
• Primary SME for several areas,
including Java development,
LDAP integration, SSO
integration, WebLogic user
security, WebLogic
Entitlements, group portal
integration, global navigation,
IIS server, Weblogic user
profiles, database maintenance.
Monitored and assigned
internal trouble tickets. Worked
and trained with onsite Oracle
resources.
• Transitioned a vendor-
developed application,
Wholesale Bill Viewer, to IT
ownership. Implemented major
process improvements,
architecture improvements for
high availability, and worked
through the process of testing,
signoff, and production
implementation. Overcame
many challenges because the
application needed extensive
improvements to scale to
Verizon’s required volumes.
• Responsible for data loading
into the Wholesale Bill Viewer
application. The application
uses a Java front-end and a Java
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Tom Caldwell
back-end to read Billing Data
Tape (BDT) files from the
billing system in Billing
Outputs Specifications (BOS)
and load to the database tables.
• Implemented standard software
version management using
CMSynergy.
• Involved in software
development and management,
application maintenance and
support, change management,
client communication and
management, business case
development, business process
mapping, vendor management,
and management
reporting/briefing.
Web Service Development Team Lead
iKey Solutions Web Services Team lead, Verizon, Tampa, Florida 2002 to 2003
The newly formed team provided Java web services to groups throughout Verizon. The team worked quickly with minimal direction to
meet challenging deadlines. Web services included Customer Service Records and Service Orders, ranging in complexity, using HTTP
and XML protocols, including SOAP and WSDL. This team later transitioned to the Wholesale Collections Desktop.
Web and Mainframe Tools Developer
Configuration Management (CM) Tools Group. Verizon, Tampa, Florida 2000 to 2002
Primarily responsible for the CM web site, which provides web and mainframe tools for the CM team, used to perform Endevor code
distributions for CM groups in Verizon.
Responsibilities
• Created the first ever instance
of Java on the mainframe at
Verizon using web interfaces to
DB2 data using Java Servlets
with JDBC, Java server pages,
and JavaBeans, using IBM
WebSphere application server.
Our group was one of the first
of the OS390 mainframe web
servers to set up Java and
JDBC, involving significant
research and effort.
• Worked with the Java JRIO
classes to access mainframe
files, including VSAM, from
Java Servlet programs.
• Worked with the Java Runtime
class to execute new and
existing mainframe Rexx
programs from Java Servlets.
• Worked with ColdFusion on the
Windows NT server to create
and maintain web tools, using
DB2 and Access as back-end
databases. Installed DB2
connect on the NT server to run
Java Servlets from NT or
mainframe servers.
• Acted as the team’s DBA to
support and maintain the DB2
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Tom Caldwell
environment.
• Initiated the transfer of data in
control and VSAM files to DB2
tables, and created web
interfaces using Java, Netdata,
ColdFusion, and Rexx.
• Created DB2 stored procedures
to run from NT and mainframe
programs to efficiently access
data. Accessed stored
procedures from NetData, Java,
ColdFusion, and Rexx.
• Developed programs using
DSNREXX, a Rexx/DB2
product from IBM for DB2 that
is very efficient with large
amounts of DB2 data. This
allowed the team to efficiently
load a large volume of CM
shipment data.
• Created numerous graphs using
SAS to display information on
the CM web site.
• Created Java applet interactive
graphs to display DB2 data.
• Developed and delivered
training in Java and DB2 to
tools and CM teams.
Project Lead and Web, Mainframe, and Web Server Developer,
Commercial Services CBSS Group, Verizon, Tampa, Florida 1993 to 2000
• In charge of maintenance and
development of tools for the
group, locally and at four CBSS
customer sites. Developed and
maintained the ESI CBSS web
site, incorporating Rexx,
Net.data, C, Perl, and Java as
CGI; this involved the
mainframe, DB2, and web
server.
DBA, Developer, and Technical Support, (In dual capacity with other duties above in 93-2000)
Commercial Services DBA Team, Verizon, Tampa, Florida 1998 to 2000
• Involved in
creating/maintaining DB2
database environments as well
as DB2 DBA-related activities
for the Commercial team.
EDUCATION
Indiana State University
• Computer Science/Aviation
Bachelor’s Program, Indiana
State University, Terre Haute,
IN.
Other Education/Certification
• Java Programmer Certification,
Sun Microsystems
OTHER PROFICIENCIES
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Tom Caldwell
• Licensed pilot with commercial
and instrument ratings
• Volunteer with animal rescue
and maintain the website for
Lost Angels Animal Rescue -
www.lostangelsanimalrescue.
org
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