Engineer Management

Dan DelGiudice

Schiller Park, IL

*******@***.*** 847-***-****

INFORMATION TECHNOLOGY PROFESSIONAL

Analytical, versatile and dedicated IT professional with over 20 years of experience creatively and cost-effectively solving complex technology issues while minimizing customer impact. Works well in fast-paced environments, having held a broad array of roles supporting multiple lines of business. Proven-record in consistently implementing projects defect-free, on time and within budget. Strong focus on risk control. Extensive experience in Enterprise Call Center environments and production support. Outstanding written, oral and interpersonal communications skills.

Other key skills and experiences include:

Infrastructure Engineer

Business Analysis

Application Development

Production Support

Requirements Gathering

QA and UAT Testing

Network Troubleshooting

Technical Specifications

Change Management

Risk Management

Application Design

Code Version Control

TECHNICAL EXPERTISE

Technologies: VXML, Genesys, CCPulse, WINSCP, Putty, RDP, PIRA (Firewall Modifications), TAMS (System Inventory), PRIME (Infrastructure Work Requests), SEAL (Application Inventory), ITSM (Change Control), EURC (Adhoc Requests), CertVault (Verisign Certificate Maintenance), Subversion, Peregrine, Empirix HAMMER, Wily, Webstats (IVR Activity Database), CME, Microsoft Office Suite, AllClear, HP Quality Center, ORACLE SQL Developer, Microsoft SQL Server. Active Directory, Visio, Excel,

PROFESSIONAL EXPERIENCE

JP MORGAN CHASE, Chicago, IL June 1998 – August 2014

Business Analyst

Subject Matter Expert for Commercial Card, AccessHR self Service HR application and Incident Response Center IVR applications. Redesign of call flow and transaction processing from TN3270 screen scrape to MQ. Completed data mapping of all data elements for protocol change. Extensive background working with Total Systems (TS1 and TS2) and HP (EDS) Commercial Card backend systems.

Diverse experience in IT Business and System Analysis spanning all phases of the Software Development Life Cycle.

Documentation: High Level Requirements Documents, Statement of Work, Detailed Business Requirements, Functional Requirements, Technical Specifications Change Requests, Requirement Traceability Matrix, Deployment plans, and back out plans.

Analysis & Design: Gap Analysis, Cost/ Benefit Analysis, ROI analysis, Use Case Scenarios, Business Flow Diagrams, Sequence and Activity diagrams.

Experience in Designing Test Case Scenarios and Conducting Tests (Integration testing, Regression testing), Black Box/White Box testing, UAT (User Acceptance Testing).

Experience in Writing Manuals (System guides, training material for business users and Deployment guides).

Infrastructure Engineer

Led Tech Refresh Installation of over 70 VXML IVR systems in vendor and internal data centers which communicated across different network zones various backend systems. Tasks included acquiring footprint, IPs, Circuits, firewall rules, and toll free numbers. Engaged and managed vendors for server installation and integration testing. Loaded drivers, application software, and system configuration supporting application developers.

Created ITSM Change Control documents, implementation, validation, and backout plans, provided installation steps and facilitated deployment meetings with vendor, LOB testers, and developers for software releases after No Fly Zone.

Resolved compliance issues on servers for proper patch level and security scans

Verified and scheduled testing so that all servers passed HA and DR requirements

Provided 24 x 7 Level II production support for Incident Response in Call Center Space.

Monitored and supported Genesys ICM environment. Examine system logs, run SQL queries, and perform other testing as needed to mitigate system outages.

Created and updated runtime application documentation for Enterprise Call Center systems

Maintained and configured Hammer Call Master automated monitoring systems

Monitored expiration of security certificates. Requested certificates from VeriSign and installed them on servers.

Managed relationship with vendors Convergys, Total Systems, HP (EDS), Verizon, AT&T

Mentored team members on internal bank applications and procedures.

Application Developer

Author of Commercial Card, Client Application Support, and AccessHR IVR applications.

Coded many software releases for Card Member Services systems, Incident Response Center, Chase Auto Finance, and other IVR applications.

William M. Mercer, INC, Deerfield IL 1996 – 1998

Voice Systems Specialist

Managed IVR systems for an employee benefits consulting company

Developed and tested 401(k), Pension, and Benefits enrollment applications

Supervised team of junior programmers.

ON-Line Financial Services, Oak Brook, IL 1994 – 1996

Senior Programmer

Administered configuration and setup of a of Multi-Bank IVR system

Developed IVR usage reports which were uploaded to mainframe.

Setup of remote IVR systems at client sites.

EDUCATION

DePaul University, Chicago, IL

Master of Science Information Systems (MSIS)

Southern Illinois University, Carbondale, IL

Bachelor of Arts (BA), Cinema and Photography

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