Customer Service Project

WILLA H. MAND

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

Ashland, Va ***05

804-***-**** (cell phone)

Email: *******@*******.***

EDUCATION

BA. Western Carolina University 1977

Major: Business Administration

Minor: Information Systems and Theatre

Professional Development

Project Management Fundamentals (certificate 2001), Creative Writing, Interviewing,

SUMMARY

Over 20 years experience in Information Technology, provided programming support in the banking, healthcare and auto insurance. Proficient in the use of debugging tools, trouble shooting problems, decision making, data manipulating tools and methodologies. Known for shortening technical installations, which cut installation cost. Tutored ones in C and C++ languages. Currently working as a Tax Examiner, Sr with 9 years experience starting as a part-time Tax Representative in Customer Service, providing the taxpayer answers to questions concerning tax laws and procedures of both individual and business tax.

HARDWARE

* IBM MAINFRAME (OS/390), HP3000, PC (COMPAQ, HP), LAPTOP

TECHNICAL HIGHLIGHTS

* In-depth working knowledge of COBOL, DB2, DB2 UTILITIES, IMS DB/DC, IMS DATABASE UTILITIES,

VSAM, MVS JCL, SQL, SQL 7.0, TSO ISPF, ENDEAVOR, XPEDITER, EZTRIEVE, FIIEAID, CHANGEMAN,

VIEW3000, QUERY, COBOLII, VIASOFT SMARTTEST, VIASOFT AUTOCHANGE, CA7, LIBRARIAN, MS

WORDS, MS WORKS, WORDPERFECT, ABENDAID, CLIST, OS/2, WINDOWS 95, 3270 EMULATOR, NT

OPERATING SYSTEM, QMF, SPUFI, GROUPWISE, SMARTEDIT, MICROSOFT OUTLOOK, STROBE, CICS,

PLATINUM, WINDOWS XP, WINDOWS 2000, MICROSOFT PROJECT, VISION METHODOLOGY, MS

POWERPOINT, MS EXCEL, MS ACCESS, WINDOWS XP, LOTUS NOTES, SIEBEL, ACCOUNT REVENUE

SYSTEM, WINDOWS 2007, MICROSOFT PROJECT 98, OUTLOOK, MS POWERPOINT, MS EXCEL,

MS ACCESS, SIEBEL, ACCOUNT REVENUE SYSTEM, TAX LAWS (Sales, Corporate, Withholdings and

Individual)

DEPARTMENT of TAXATION 2004 –

Tax Examiner, Sr

Answer individual taxpayer questions, dealing with the tax year that is being audited

Research tax law issues using the Laws, Rules & Decisions and other tools to reach a proper conclusion

Process an individual’s tax return when meet the criteria, otherwise send the return to processing

Respond to the individual taxpayer by letter when need more information to help make an accurate determination about the audit year

Communicate with the taxpayer about being audited and why received an assessment notice

Goal is have taxpayers to send in a Virginia tax return, when they receive a non-filer audit letter or send documentation to prove not a Virginia resident

Work on special projects for the audit team, when needed. One project that I assisted was the Refund Fraud project, which

involved the Schedule A. We disallowed certain deduction amounts, if the Taxpayer could not send receipts. The

modifications would result in the Taxpayer owing because the refund was reduced

Communicate with our Collection Department to release the taxpayers lien or reduce the amount being seized

Communicate by email weekly to my Team Lead reporting my mail counts and overtime

Very good knowledge of IRS extracts and Virginia databases

December 2013 to March 2014 participated in the Shadowing program on the RAP Audit Review team.

Assist in creating letters for the audit team, logged mail, update the Refund Validation table and Fraud

database

September 2014 participated in a 2 day Shadowing program in the Office Audit section

Trained new Tax Examiners,Sr hired to the team

Business Customer Service (part time)

Answer business tax calls about sales tax, how to calculate Dealer’s discount amount, down to how to fill out the

Forms for reporting sales tax and withholding tax

Transfer money by written notification from the taxpayer

Access the Tax Policy Library to inform the taxpayer of tax rulings

NORC (National Organization Research Center) 2004 – 2004

Field Interviewer

Inquired on selected people to participate in a financial study

Informed one’s on how important the study

Informed the one’s that did the interview about confidentiality and the consequences of what will happen

when trust is broken

Management always commended on the number of interviews conducted

SUNTRUST BANK 2001 - 2003

Programmer V

Prepared the project plan using MS PROJECT 98 for the Phase 2 of RPMS Rollout project

Assigned the role of project leader for the RPMS/HO ROLLOUT project. Responsibilities included delegate

work assignments, very instrumental showing how to unit test and held status meetings with the team

to discuss issues. While serving as the project leader for the development side this project, time was set aside

to converse with each team member. Facilitate meetings to discuss any concerns about the project.

Facilitate status meetings with management to discuss issues with the project

Managed up to 10 people while on the Rollout project

Developed technical documentation on how to verify the procs, load, copybook, dbrm and source libraries using Fileaid and other tools for an accurate and error free installation.

WORK HISTORY, cont

Developed a detailed checklist (using MS Excel) for Dress Rehearsal of the RPMS/HO Rollout project, which was okayed by management and others

Developed POWER POINT presentations about the interface systems of the Commercial Relationship System

Worked with the Business Systems Analyst to assist in designing business process requirements

Developed Test Plans, Technical Checklist for System and Integrated User Acceptance testing, and Implementation Checklist for installation. The technical checklist was used as a checkpoint in the implementation of the project.

Research and gather, compile results and solve problems using a variety of research/ analytical

Tools

Documented problems occurred in testing and worked as a team to provide a solution

Developed new code in Cobol, and DB2 using program specs.

Developed JCL, JCL Procs, and Copybooks.

Created unit test data using QMF, FileAid and creating flat files.

GEICO (Government Employee Insurance Company) 2001 - 2001

Sr. Programmer Analyst

Project Leader for the Sales Quote System with 2 professionals to manage.

Developed specifications and implemented a project that would balance Phoenix 's cash and journal records

Developed documentation for the analysis of the increase of the auto policy number to support the Oasis project.

Developed specifications, modified batch programs and tested them to ensure the accuracy of the data.

Analyzed and developed specifications to modify the Sales Quote system to allow the Oasis auto records to

process. Responsible for delegating assignments, give status reports to management. Used Xpediter as the

debugging tool for this IMS application. While verifying the accuracy of the data, a production problem was

uncovered. Reported the problem to management and in a separate project modified the programs and tested.

This saved the company thousands of dollars.

Worked with the Business systems analyst to assist in designing business process requirements and develop

technical specifications to write a new program to convert data from a check system to process in the PlC

environment. Also developed test cases for the SQL and IMS applications.

Research and gather, compile results and solve problems using a variety of research/ analytical

tools

COMPUWARE CORPORATION 1998 - 2001

Sr. Programmer Analyst

Developed, tested and supported various healthcare systems for Y2K(MARS, DC, VA, Medicaid and HCFA)

Generated reports with EZTRIEVE to increase the verification process of the remittance system when tested

Evaluated technical problems and documented the resolution

Initiated and documented the transfer of sequential files to out-of-state clients via the PC

WORK HISTORY, cont

NATIONSBANK (now BANK OF AMERICA ) 1998 – 1998

Programmer Analyst

Developed and maintained batch Cobol programs to migrate personnel’s security of new business to the

respective files.

Prepared work plans for assigned projects on the FWT(online wire) system

Evaluated problems and documented problem resolutions

Implemented projects with the Changeman product

Integrated MVS JCL override cards when batch testing

Scheduled implementation projects with CA7

Transferred sequential files from the mainframe to the TANDEM midrange system with the hyper channel product

Communicated project status to out-of-state clients

TRIGON - Blue Cross and Blue Shield of Va 1977 – 1997

System Engineer/System Analyst (1996 - 1997)

Project Leader for technical support on major Corporate projects

Technical liason between Corporate Training's management and IT management

Developed and maintained IMS Cobol programs to clone membership data to support the training of the new

system company wide

Developed the full life cycle of projects implemented for the training area

Developed DB2/SQL code to produce reports for the User

Developed documentation for testers to use the regression testing tool

Trained the customer to use the regression testing tool

Implemented ideas to benefit the project and company

Evaluated problems and documented the resolutions

Developed and maintained timeline MS EXCEL spreadsheets for assigned projects

Senior Programmer Analyst (1987 - 1996)

Developed, tested and maintained batch IMS programs to clone data

Developed and implemented a tool to install the Chips package system over multiple environments. This process

shortened a 4 week installation period, to 2 1/2 days using Linkage Editor. In the development of linkage editor,

assembler programs had to be modified. I developed all documents for the life cycle of this project and reported

progress to management. Initiated the development of this mini project and still continued to complete other

assignments from my supervisor. The project saved money for the company.

Developed 'How To' procedures for testers and trainers to use the online and batch systems

Installed and tested packaged systems

Technical support for all Corporate Training projects and testing team

Technical project leader for the Roanoke office migrations

Developed timeline schedules for projects assigned and presented it to management

Programmer Analyst (1980 - 1987)

Programmer (1978 - 1980)

Programmer Trainee (1977 - 1978)

ACHIEVEMENTS

Awarded the CUSTOMER SERVICE award three times.

Awarded the HIGH ACHIEVER'S award in appreciation of high-level support to Corporate Training. Department with

BC/BS of Roanoke this award is presented by the president of the company. Received

other bonus awards for the technical support of major corporate projects.

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