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Project Management Customer Service, Implementation Specialist

Cleveland, Ohio, United States
October 18, 2016

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*** ********* ****

Northfield Center, Ohio 44067

330-***-**** Residence

440-***-**** Cellular


My current position as a Client Services Analyst for Mercer Corporation I would design and implement a client’s HR web portal for their yearly Open Benefits as well as Ongoing Benefits, payroll, insurance and retirement solutions.

I also worked as an Implementation Analyst for First Data Corporation’s Debit Card division my duties consisted of providing solutions for banks and credit unions. These activities consist of online ATM, EMV& Point of Sale traffic as well as batch and posting files between the banks and the merchants.

IT Engineering professional with diverse experience in successfully designing and implementing IT and network security solutions for internal and external corporate clients. Demonstrated success in multiple domestic and multi-national projects providing written design proposals that included network components such as routers, switches VPN and WAN. Upon project approval, I worked with the project stakeholders providing the actual firewall configuration based on client requirements. I was successfully able to work with other infrastructure team members to incorporate their solutions into my overall projects.

Also as part of my job function with Hewlett Packard/EDS it was my job responsibility to handle the project management functions on the medium to large scale projects that were assigned to me.

Key accomplishments have included completing and providing network solutions for the Department of Defense, General Motors, Xerox, Kodak, and Home Depot.

Additional experience has included using ITIL v3 processes, SQL, MS Office, Visio, SharePoint while playing a major role in putting together procedures to which HP network and server teams adhere. PROFESSIONAL EXPERIENCE

Mercer Corporation, Brecksville, Ohio July 2015 – Present Client Services Analyst

Currently serves as design layout and implementation of the Mercer EasyEnroll HR benefits selection web portal for small and medium level business clients, this includes the client’s successive benefits renewals.

Using Project Management methodology that is required to produce a solution that includes the timeline, Statement of Work, testing and implementation tasks.

Work with the client’s HR & payroll departments, Insurance Carriers and Government Agencies to compile their files using an EDI solution.

Client files transmitted using EDI standards such as .CSV, Fixed Width and .834 formatted files. Work with our Data Mapping Technicians to insure the client’s web portal will meet or exceed their expectations.

Stanley B. Neal, Page Two

330-***-**** Residence, 440-***-**** Cellular

First Data Corporation, North Olmsted, Ohio September 2013 – June 2015 Technical Implementation Analyst

Serves as the overall technical consultant for clients seeking the technical implementation of various applications related to the payments industry.

Put together a design solution with a Statement of Work and a proposed implementation date.

Once approval has been given I would prepare the certification environments in preparation of simulating the desired solution.

As part client testing activities, and conduct thorough quality assurance, regression, and stress testing of the clients’ telecommunications, online, and/or batch interfaces.

Providing all mandated updates for VISA and MasterCard Point of Sale and Debit Card transactions.

Acting as the lead on resolving technical issues for the clients’ and their vendors.

Perform test scripts execution and report configurations and testing across multiple platforms.

Provide back office technical setups, testing and troubleshooting for 30 – 50 moderate to complex project implementations.

Review client test results to ensure client adheres to the technical specifications as well as federal banking guidelines.

Close down the assigned project and insure that all project activities are captured and billed appropriately. RICOH USA Inc., Richfield, Ohio March 2013 – September 2013 Service Delivery Specialist

As part of the Managed Document Services division I was assigned to the Cleveland Metro Hospital account.

Performs MDS duties including; device optimization, uptime maximization, and print migration strategies to minimize costs. Onsite interface with customer IT contacts.

Customer Satisfaction & Retention

Delivers contracted service level agreements

Initial point of customer IT services contact

Participate in IT meetings with customer(s) accordingly

Drives and improves technical business processes

Trains end users on device(s)

Billing (SDM, SM, IAM, Billing Coordinator)

Implementation of Services Excellence (Site Manager Integrated Account

Fleet & Device Reporting (SDM, SM, IAM)

Technology integration with IT (SDM, IAM, PS, Helpdesk)

IT Security Compliance (SDM, IAM, Helpdesk)

Process integration (SDM, IAM, PS, Helpdesk)Cost Controls

Supply /device management

Stanley B. Neal, Page Three

330-***-**** Residence, 440-***-**** Cellular

POMEROY IT SOLUTIONS, Brecksville, Ohio April 2012 – May 2012 Contractor assigned to the Akron Children’s Hospital Account Desktop Support Specialist

I assisted in the successful roll out of a new hardware and software platform for the Akron Children’s Hospital staff. I provided project management processes and coordination for the IS staff across all three shifts.

The hardware consists of over 250 workstations on wheels.

The software is the latest hospital record retrieval system that will be equipped with Single Sign On capability.

The workstations allow the nurses to access all patients’ records from these wireless workstations on wheels.

Act as the liaison between the hospital’s nursing staff and their IS department, making sure that all issues are handled in order to meet the client’s roll out date, which was completed ahead of schedule.

Provided status reports daily to the team leaders and upper management on the project’s progress. SUMMIT RACING EQUIPMENT, Tallmadge, Ohio Dec. 2011 – March 2012 Entry Level Sales

Assist with purchasing decisions for the automotive hobbyist and grass roots racers in Drag Racing, Circle Track and Off-Roading.

Vendor training on their latest product offerings to give customers an informative cost effective decision to their needs.

Stanley B. Neal, Page Four

330-***-**** Residence, 440-***-**** Cellular

HEWLETT PACKARD (HP), Northfield Center, OH Sept. 2002 – Dec. 2010 Note: EDS was acquired by HP in June of 2009

Technology Consultant

Designed and implemented network security solutions for internal and external HP customers for Global Operations Delivery Services and for HP’s corporate infrastructure and clients. Responsible for successfully upgrading and installing perimeter security (firewalls). I acted as the Project Manager on large and medium scale projects, working with server engineers, core routing and operations center engineers.

As Lead Firewall Engineer I successfully provided the network security solutions during the phased migration for the Automotive Network Exchange (ANX), SunTrust Bank, MERS and Foamex.

I was selected as a member of the Corporate Network Security Team that successfully documented and reviewed procedures for corporate and client networking guidelines.

Assigned to the HP network team and acted as Lead Firewall Engineer on a project that accomplished migrating HP client’s WAN support from Verizon’s NOC to HP’s Global Network Operating Center


I designed and implemented the network security solution for the corporate remote PC backup called MIPS.

Provided network consulting and product evaluation for other HP product line offers that would be used to replace and improve the enterprise switches and firewall platforms by Cisco and Crossbeam.

Heavily involved in testing and evaluating the latest products using HP and Checkpoint products for new security and VPN client offers that incorporated the VPN concentrator function into firewalls. Project management responsibilities:

Conducting kickoff meetings to meet with the assigned team members and go over the project requirements.

After successfully gathering requirements, I would put together any additional internal and external IT resources for the assigned project.

Using MS Project and Visio I would put together my team responsibilities and timelines in order to keep track of the project.

I would put together a Design Proposal Summary with pricing of the IT solution to present to all stake holders for approval.

Conduct weekly meetings to track progress in case any information was missing.

Tasked with successfully completing my assigned projects on time and to meet our contractual obligations.

Any new processes that were discovered to be beneficial during the projects were documented on the Infrastructure’s Share Point site in order to be reviewed for streamlining tasks in the future. Stanley B. Neal, Page Five

330-***-**** Residence, 440-***-**** Cellular

ELECTRONIC DATA SYSTEMS, Westlake, OH Feb. 1995 – Aug. 2002 Network Infrastructure Analyst

Successfully designed network solutions for EDS’ customers and corporate infrastructure. Lead Engineer on special projects for the Card Processing Services (CPS), working directly with Visa, MasterCard, American Express, and JCB. Provided network consulting and product evaluation for other EDS product line offers. Provided second level support for (CPS) Network Support Personnel.

Team member responsible for the successful migration of the Westlake Operations Center to the EDS Eastern Operations Center in Charlotte, NC.; Specific initiatives included mirroring the Westlake Operations Network and coordinating connectivity into the Visa, Master Card and AMEX networks within the designated timeframe.

Designed and implemented host connectivity for a new credit card offering by EDS called Commercial Card; involved the installation of a TCP/IP gateway to a MVS host. This platform allowed client banks that offered business only credit cards to access specific functions to handle their accounting, usage trends and security reports.

Member of a special team responsible for the successful EDS corporate-wide initiative to migrate 17,000 data circuits from AT&T to MCI World Com (Verizon) in order for EDS to realize a yearly savings of over twelve million dollars.


Customer Service Engineering, Control Data Institute, Cleveland, OH Mechanical Engineering, University of Cincinnati, Cincinnati, OH AWARDS & RECONGITION

Team Recognition Awards for Agilent/Verigy/Spinoff Project and Foamex Network Migration Project

Outstanding Performance Awards for Westlake Operations Migration, EDS, T3 Project, Conversion to World Com and Commercial Card Project, EDS

Two Great Performers Awards, Control Data Corporation Stanley B. Neal, Page Six

330-***-**** Residence, 440-***-**** Cellular


@Remote Network Management – Ricoh Training Institute, June 2013

Advanced Cloud Networking – Ricoh Training Institute, May 2013

Cloud Networking Essentials – Ricoh Training Institute, May 2013

Certified Associate Project Management Training – Corporate College, September 2012

Interactive Data Visualization – Web Based training, May 2011

MS Office Web Based Training, August 2010

SQL Essentials, Web Based Training, June 2010

MS Project 2010, Web Based Training, June 2010

Cisco Switch Implementing VLANs in a Campus Network HP, Web Based Training, April 2010

MS SharePoint 2010 Training, Web Based Training, April 2010

Check Point Firewall Analysis Tool, Web Based Training, March 2010

Check Point NGX Security Policies, Web Based Training, March 2010

Microsoft Active Directory – Corporate College, January, 2010

Adobe Captivate, Web Based Training, November 2009

FireMon Security Management, Web Based Training, October 2009

ITIL Theory and Fundamentals, EDS Computer Based Training, June 2009

Cisco Security Manager, October 2007

Introduction to Crossbeam C Series, December 2005

Introduction to Crossbeam X Series, December 2005

Project Management Principles, Corporate College, October 2004

Checkpoint System Administrator, Checkpoint Software/EDS, March 2003

Checkpoint System Engineering, Checkpoint Software/EDS March 2003

Introduction to Cisco Catalyst 5000 Administration, Learning Tree, January 2001

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