Customer Service Sales

Information Technology Professional & Educator

Dynamic professional with extensive background in computer programming

experienced in designing, coding, debugging, and implementing business

application programs. Subject matter expert in all phases of systems

development life cycle. Dedicated to process improvement and optimization

with strong reporting and analysis background. Effective communicator who

thrives in collaborative environments working directly with a variety of

departments and colleagues to strive for overall goal achievement. Ability

to communicate complex technical concepts in easily understood language for

both technology professionals and clients. Energetic individual who enjoys

spearheading projects as well as guiding teaching environments. Functional

leader excelling in fast-paced scenarios consistently delivering high-

quality work ahead of schedule.

Core Competencies

Programming

Relationship-Building

Project Development

Effective Communication

Problem Solving

Team Building

Networking

Business Administration

Training & Development

Detail-Oriented

Analytical Skills

Critical Thinking

Education

Master of Science in Interactive Technology 2014

University of Alabama: Tuscaloosa, AL

Master of Business Administration 2007

Florida Metropolitan University: Fort Lauderdale, FL

Bachelor of Science in Computer Information Systems Technology 1997

New England Institute of Technology: Providence, RI

Associate of Science in Computer Programming Technology 1991

New England Institute of Technology: Providence, RI

Professional Experience

Information Delivery Analyst

2000 -

Present

JM Family Enterprises: Deerfield Beach, FL

As Information Delivery Analyst establishing career with this company for

13+ years, serves as report developer creating and developing reporting

solutions while collaborating with variety of departments and assisting in

guidance of projects. Works directly with colleagues and senior management

to understand reporting needs and help design strategic solutions. Utilizes

extensive technical skills and experience to accelerate project goal

achievement. Conducts daily service ticket reporting ensuring all tickets

are adequately and promptly delivered while maintaining ongoing

communication and follow-up with internal customers. In addition, builds

out requirements for projects and reporting.

Key Achievements:

* Developed GUI interface enabling team members' ability to create

customer reporting

* Conducted COGNOS training for new users allowing them to access

SQL-driven queries from drag & drop GUI interface for purpose of

ad-hoc reporting

* Created self-service user-friendly reporting tools in addition

to teaching employees to create ad-hoc reporting allowing them

to efficiently retrieve data for making quick decisions

* Coordinates between line of business and systems development

providing technical support, systems maintenance, program

enhancements, database server administration, and software

installs

* Improved customer service by reducing program abends personally

responding to customer needs on twenty-four hour basis

* Improved month-end production efficiency by enhancing JCLs

allowing for reduction of run-time errors and on-call responses

Computer Programmer Analyst

1997 - 2000

Fleet Technology Solutions: Johnston, RI

Managed several specific project assignments regarding application systems

research, analysis, design, coding, testing, and implementation of COBOL

programs in this Computer Programmer Analyst position. Developed programs

for internal company mainframes based on business requirements. Drafted

detailed specifications for writing programs while ensuring proper

documentation was provided. Collaborated with multiple departments and

professionals with varying skill levels documenting and confirming specs

for reporting creation and enhancements.

Key Achievements:

* Designed, coded, tested, and implemented COBOL program manipulating

run-date in customer data files for Y2K testing

Sales Management Specialist

1996 -

1997

Fleet Financial Group: Providence, RI

As Sales Management Specialist, worked directly with sales management group

managers, product managers, and corporate marketing drafting variety of

sales, marketing, and promotional documents distributed internally through

company branches in order to communicate new products and features to drive

sales increase.

Customer Service & Enrollment Specialist

1994 - 1996

Metropolitan Life Insurance Company: West Warwick, RI

Military Experience

U.S. Air Force - Sergeant, 4 Years (Honorably Discharged)

Publication

Authored Published Article - Lack of Mainframe Programmers a Critical Issue

for IT Organizations:

A Review of the Literature. Published in The International Journal of

Business, Humanities, and Technology, Vol.3 No. 7, September 2013.

Volunteer Experience

Annual African American Achievers Awards Ceremony - Volunteer

JM Family Enterprises, Inc. - Recognizes community-wide African-American

leaders

Walk for the Cure - Volunteer

Assists in fundraising for breast cancer research

Technical Skills

COGNOS & Metrics Studio

Operating Systems: Windows 98/95/XP,2007,Vista MS DOS V2.X -6.22

Software: Microsoft Office, EDA/SQL Server 2.X/3.X/4.X, Novell 3.X/4.X,

dBase II - IV, Lotus Suite, FOCUS 6 for Windows, HotDocs, Cognos BI

Programming Languages: COBOL, C, FOCUS, RPG II, BASIC, CICS, JCL, NOMAD,

SQL

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