Customer Service Information Technology

JIM COLLICA

**********@*******.***

SUMMARY

A patient and detail-oriented Information Technology professional with over 15 years of

experience in UNIX Operations and Customer Service. Passionate about developing

leaders and coaching them to become more than they dreamed possible. A sincere

individual who has an excellent sense of teamwork. Experience in:

• Data Center Operations • UNIX/LINUX and Microsoft Products

• Customer Service • Project Management

PROFESSIONAL EXPERIENCE

THE COLLEGE BOARD, Reston, VA 2005-2013

Prepares students for College success. Most widely known for the SAT and AP.

Senior Production Support Analyst

Production Control – Operations Analyst

Developed new processes and procedures, trained team members, and headed key

team projects in mission critical, 24x7 operations.

• Increased team knowledge base and automation of processes and monitoring by

conducting batch information review meetings for over 160 batch jobs.

• Wrote test plans and performed operational testing that ensured a smooth batch

transition in a complete IT re-architecture.

• Performed as group expert in customizable COTS systems: Flux automated batch

scheduling system and Tumbleweed file transfer system.

• Lead production implementations for critical upgrades/deployments for the SAT and

other high profile programs.

FEDERAL HOME LOAN BANK OF ATLANTA, Atlanta, GA 2000-2004

A Government Sponsored Enterprise that acts as an intermediary between member

banks and the Federal Reserve.

Computer Operations Supervisor

Managed a team of Operations Specialists and Lead Computer Operators in the 24x5

batch processing Support Center operations for a $100B financial services organization.

• Strengthened morale within the center by implementing personalized performance

management targets for every center associate.

• Created a technical library of procedural documentation for over 20 distinct

operations processes that were previously undocumented or outdated.

• Automated several hundred manual job scripts in Tidal Enterprise Scheduler

resulting in over 33% savings in processing time and over 95% reduction in error.

• Overhauled data transmission system, potentially saving hundreds of millions of

dollars within the company as well as within member banks.

JIM COLLICA 571-***-**** PAGE TWO

NCO HEALTHCARE FINANCIAL SERVICES, Norcross, GA 1997-2000

A healthcare accounts receivable company.

Manager of Computer Operations

Computer Operator – Shift Supervisor

Recognized through promotion in positions of increasing responsibility within a 10

member 24x7 batch processing Support Center.

• Improved Support Center staff retention and continuity during an extended period of

business merger with a drastically reduced operating budget.

• Headed the development and implementation of a problem tracking and reporting

tool to minimize recurrence of problems and increase the client service level.

• Chartered and led a project to identify and categorize root causes of data center

problems, increasing client systems availability and business effectiveness.

• Achieved a 98% productivity improvement in the end of month data storage process.

EDUCATION / AWARDS

Previously studied Computer Science Engineering at The Catholic University of America

Previously studied in the Information Security Specialist program at Gwinnett Tech

Certified John Maxwell Team - Leadership Coach, 2011

Certified Toastmasters - Competent Communicator, 2013

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