Customer Service Information Technology

Robert O. Heiser

Professional Experience Summary

I have extensive Information Technology experience, including Systems Programmer, Database Administrator, Database Analyst, and Application Developer/Software Engineer.

Professional Experience

Computer Aid, Inc., Harrisburg, PA November 2016 – December 2016

Business/Technical Analyst

I was contracted to Hershey Foods Corporation to provide Business Analyst functionality for a project to move certain materials from one Hershey plant to another. This involved writing both functional and technical specifications for a batch process in PCM that automates the conversion of product bills of material from one plant to another, overseeing the development of these changes, testing and remediating the changes to the application, and coordinating implementation and stabilization.

Computer Aid, Inc., Harrisburg, PA March 2016 – September 2016

Business/Technical Analyst

I was contracted to Hershey Foods Corporation to join the managed care team for Hershey’s homebuilt Product Change Management (PCM) PowerBuilder application. This involved writing both functional and technical specifications for small Continuous Improvement changes to PCM, overseeing the development of these changes, testing and remediating the changes to the application, and coordinating implementation and stabilization. I was also tasked with a large data clean-up effort to investigate and correct issues with actual first usage dates that impacts Hershey’s ability to maintain and control its product packaging.

Computer Aid, Inc., Harrisburg, PA May 2015 – March 2016

Business/Technical Analyst

I was contracted to Hershey Foods Corporation to represent Hershey’s homebuilt Product Change Management (PCM) PowerBuilder application in a capital upgrade project. This involved writing both functional and technical specifications, overseeing a group of 5 off-shore PowerBuilder developers, setting up DDL scripts for the DBAs to run, completing informal testing of the application, doing knowledge transfer with the project testing team, coordinating testing defect resolution, assisting with implementation tasks, and coordinating stabilization efforts after implementation.

Computer Aid, Inc., Harrisburg, PA October 2014 – May 2015

PL SQL Specialist

I was contracted to Hershey Foods Corporation under a staff augmentation contract to assist Hershey with the tuning of a Siebel application called TradeWinds. This involved taking the recommendations from an Oracle tuning specialist that Computer Aid had contracted and implementing those changes into the Hershey code. I worked very closely with the Hershey DBA to incorporate these changes. I was also used by Hershey to help with other projects that included break/fixes, new function analysis and development, and continuous improvement projects. All of these were done using PL SQL and Unix scripting.

Serco, Reston, VA August 2007–July 2014

Database Analyst II

I was part of a team that maintained an internet application that allowed the Navy to control and maintain its hazardous materials inventory. My specific duties on this team were to manipulate data to maintain data integrity for the application, do DBA work of setting up tables, triggers, and indexes, and to run both pre-defined and ad hoc reports for Navy personnel. I also was extensively involved in extracting and reformatting data from our Oracle database to load into the Navy ERP SAP database to convert hazmat maintenance to the Navy’s ERP environment. To do these functions, I used Oracle SQL*Plus and PL SQL.

Sprint, Carlisle, PA September 1998–December 2004

Software Engineer

I managed the testing environment(s) for a complex customer service application (SPICE). Specific job duties included: Ensuring that updates to SPICE were adequately tested to prevent production outages; using project management to coordinate the various people and departments required to adequately test SPICE; applying problem analysis/resolution skills to insure that issues that came up in the testing phase were corrected as quickly as possible; Hosting a weekly conference call of about 20 to 25 people to discuss issues concerning SPICE

Sprint, Carlisle, PA May 1991–September 1998

Oracle Database Administrator

I maintained and updated the Oracle database engine that was used as a back end process for many applications. This position required a thorough understanding of the Oracle Database environment as well as an in-depth use of SQL Specific duties included: the design and creation of tables, views, constraints, indexes, stored procedures, and triggers to make the database run optimally; the installation, maintenance, and upgrading of the Oracle database on MVS platform; the backup of the database on a regular basis and the recovery and disaster recovery of the database when required; and the tuning of database and queries for optimal performance.

Sprint, Carlisle, PA August 1982–July 1993

Systems Programmer

I maintained the VM operating system on an IBM 370 mainframe computer. This position required a thorough understanding of IBM hardware and software architecture. Specific job duties included: Installation and maintenance of several versions of the VM operating system, support of an extensive end user VM community, administration of SNA (System Network Architecture) and all networking for the mainframe computer, and administration of the RACF security functions on the mainframe computer.

Technical Skills

Occupational Specialty: Data Base Administrator, Data Modeler, Help Desk, Programmer/Analyst, Project Manager, Quality Assurance, Software Engineer, Software Tester, Programmer, Business Analyst

Programming Languages: SQL, SQL*Plus, PowerBuilder

Database: Access, Oracle DBMS, ERwin, PL/SQL

Networking - General: Client Server, LAN, CICS, SNA, VTAM

Methodologies: OO Design Methodologies

Internet Technologies: HTML

Desktop Publishing: MS Word, Excel, PowerPoint

General Skills: MS Office, ability to work both independently and as an effective team member, flexibility to cope with changing environment and short deadlines, communication and customer skills (both verbal and written)

Subject Matter Expertise

I have worked as an IT specialist with many years of experience, including software development, business analysis, and project management. I have worked directly with customers in a consulting capacity throughout the full software life cycle. I have done QA testing for software. I have developed and managed extensive queries for relations databases. I have written both functional and technical specifications.

Security Clearance

Top Secret, DOD, 2014

Contact this candidate