Management Microsoft Office

Jackie Townsend, MBA

**** ******* ***, #** **** Oaks, California 95628

(916) 342- 7147 H acz8q7@r.postjobfree.com

Comprehensive experience in IT leadership and Corporate direction (12+ years), including extensive history in private and public sector environment. Extraordinary understanding of how to identify dynamic operational goals in order to develop and implement targeted programs, projects and policy that maximize ROI. A dedicated professional with a Master of Business Administration degree with a concentration in Global Management.

CORE COMPETENCIES

SAP 4.11 Tivoli Workload Scheduler Project Management Organizational Leadership Risk Management

IBM Rational Client Requirements Gathering IBM DB2 SQL Collaborative Teamwork Presentation Skills

RECENT WORK HISTORY

Ranstad/Maximus., Folsom, CA August 2016 – December 2016

Eligibility Specialist

Determine eligibility for over 400 clients weekly to receive, renew or be denied State approved medical benefits using IBM’s Curam software. Peer reviewed cases to determine quality of case content and to ensure all benefits are given to clients to their advantage.

Processed 1600 cases monthly to make determination of eligibility for clients in Arkansas.

Collaborated with peers on difficult cases (5%) and coach peers on solutions to difficult cases.

Continuously, referenced State policy and procedures, and Curam program guidance to ensure client eligibility according to policy.

Quality Assessed peer cases to determine that clients received all the benefits they are entitled to in a professional way.

AFLAC of Roseville, CA November 2015 – December 2016

Broker Certified Field Representative(AFLAC)

Working at an Insurance Brokerage representing AFLAC contacted over 400 clients monthly setting up appointments to present unique voluntary insurance benefits to clients. Perform current need analysis and presented solutions and enhancements to current insurance needs. I followed up quarterly with current and potential clients.

Developed and implemented a customer service strategy to attract and retained clients.

Designed, established, and maintained a presentation to engaged new clients and updated current clients.

Developed and tailored 400 proposals monthly based on client’s needs assessment.

Informed clients of the changes in the healthcare laws that could affect their current and future coverages.

Department of Child Support Services/Child Support Enter Project, Rancho Cordova, CA February 2015 – May 2015

Batch Operator

I monitored over 1200 batch transmission daily that supported the child support division using Tivoli Workload Scheduler (TWS). I assessed the timeliness of batch transmission from various state agencies and contractors to determine exactness. If the batch transmission did arrive timely the precision would be misaligned with other parts of the process to process data in a timely manner. The batch owners would be contacted to investigate and the escalation procedure would be activated to apprise upper management of the issue.

Managed the timeliness of the batch transmission based on previous agreed transmission standards.

Created a daily turnover report to the incoming team and management.

Documented the precision of the TWS batches and owner timely responses to inquiry.

Restarted TWS failed batch transmissions and documented the process success or failure.

Monitored and evaluated the performance of batch transmissions making use of the TWS application.

Enterprise, Data, and Revenue Project (EDR), FTB, Apian Consulting, Folsom, CA May 2012 – May 2014

Project Operational Analyst

In collaboration with data architect tested and validated construction of data in XML. I monitor the data flow end-to-to end for errant data pieces. I made use of DB2 database SQL tools to retrieve and repair XML files and reprocessed those data. I assisted testing of data with data architects for streamline throughput and timeliness arrival at destination. I maintained metrics on all data (2000+ daily) from end-to-end. I consulted, tested, and supported user interfaces with clients. I perform requirements gathering for middleware components for data translation of continuous XML data. I monitor the health of all contiguous systems including mainframe transmissions for uptime reliability and available of data to front-end tax analyst.

Worked in tandem with the technical architecture team, configuration management team, test teams, development teams, and system administrators to plan and execute a multi-billion-dollar project.

Collaborated with Application developers, system architects, configuration & performance management teams, and database administrators on the performance of batch jobs and interfaces that delivered transformed data into a presentable form that the end-user was able to use in the course of their work.

Researched requirements and implemented solutions for a monitoring system that is configured to proactively identify trouble spots, failed transactions, and systems errors for the health of networks, systems, file folders, and batch jobs.

Used IBM’s DB2 database to query, analyze, and retrieve XML data to repair, analyze, and reconstruct XML data for successful processing throughout the data ecosystem.

Monitored TWS batches transmission of various data types to destination systems and file folders. I troubleshot, repaired, and restarted TWS batch jobs.

Health and Human Services, County of Sacramento, Sacramento, CA May 2007 – May 2009

Administrative Technical Assistant

I provided transportation, client assistance, and record management in support of disable caseworker. I met clients in waiting area, duplicated necessary evidences, and organized hundreds of records. I was an early tester of CalWIN proprietary client management system. I provided feedback to the development team on defects and errors in the CalWIN production system. I processed legal papers for the Senior and Adult Services Division. I answered phones from clients and parents about current and emerging issues, and general information about the available services.

●Created a database in excel to track and monitor caseworker caseload, client appointments, and caseload reports that assisted with file reduction, purging and reorganization.

●Contributed to the development and testing of a unique and custom software solution for the real-time program that supports the administration of public assistance programs in the County of Sacramento called CalWIN.

●Maintained and repaired secure and sensitive reporting features for caseworker that ensured its integrity yet enhanced staff access.

●Directed policies and procedures for the secure administration and handling of prepared legal documents in paper and electronic formats.

Wells Fargo Bank, Sacramento, CA May 2005 – May 2006

Phone Banker

Answered more than 50 calls daily from clients across the United states. Serviced client needs from account creations to service referrals. Researched account anomalies for clients and returned calls with the results of the account anomaly research. Serviced “high valued” clients with variety of services needs and special account management.

●Delivered support services to remote banking clients via telephone using a professionally appropriate approach.

●Prioritized and managed a complex and time sensitive workload that had responsibility for customer interactions, facilitating communications, and guaranteeing that inquires where handle timely and appropriately.

●Addressed client service complaints or escalated it to the team lead and management when appropriate.

Spherion, Management Services, Hewlett Packard, Roseville, CA May 2004 – May 2005

Technical Account Analyst

Solved account managers failed orders to facilitate accurate service orders. Repaired 25 system services orders daily to correct and reissue orders. I contacted clients via telephone to apprise them of their Care Pack renewals and availability. Scrubbed excel based database to facilitate a streamlined look and increase productivity.

●Developed credibility with account managers with precise details concerning the implementation of HP Care Pack service bundling.

●Increased client orders for future HP Care Pack orders with follow-up calls that created trust that sustained business.

●Ensured the accuracy of data and its relevancy by scrubbing the data in an excel database.

●Make use of SAP to correct errors in the order to simplify an accurate delivery of service to clients.

●Technically repaired errored and stuck orders in system to enable delivery of services.

Project Leader (SAP)

February 1997 - 2003

Disaster and Recovery Global System (DRGS) Project, Intel Corporation, Folsom Campus CA

Managed cohesive team local and virtual team members that was instrumental in saving the corporation millions of dollars in downtime and lost revenue with the implementation of a new DRGS system.

●Performed risk analysis that uncovered risk in the current system and determined future risks in a proposed system.

●Fostered commitment and facilitated a cooperative working relationships with a virtual team during the construction of the DRGS system that resulted in a shorten delivery timeline of 2 months.

●Monitored and verified workload balance of system to ensure stability and capacity throughput.

SAP Basis Engineer

1997 - 2003

Sales & Distribution, Intel Corporation, Folsom Campus, CA

I supported the Sales & Distribution in SAP 4.11. Installed SAP and configured Oracle, and EDI to received and send data. I built the Sales & Distribution system for the DGS. Partnered with business analyst to verify the integrity of system. I configured the SAP system to global specifications. I installed patches and upgrades as required to keep the system highly functional and exceeded uptime. Both the production and DGs systems always remain in compliance with security compliances and stability to maintain and exceed uptime and minimized downtime. With the DGS in place, failing the production system over to the DGS allowed the both systems to be updated with the concurrent data.

Installed patches and updates according to corporate policy and standards.

Configured SAP, Oracle, and EDI elements to allow input/out to occur without data transmission lost.

Researched SAP performance and implemented tested solutions in the production environment.

Found SAP load balances patched that reduced system hangs during critical process i.e. month-end, quarter end.

Lead a SAP cross-functional teams (finance, planning, etc) sharing best practices, current issues, and developing solutions.

Previous Intel Roles: Call Center Manager, Next Generation Technology Specialist.

EDUCATION & TRAINING

Master of Business Management Concentration Global Management

University of Phoenix, Sacramento, CA

MEMBERSHIPS

American Management Association (AMA)

American Society of Public Administration (ASPA)

TECHNICAL SKILLS

Operating Systems: Windows 7, 8/8.1, Server 2003, 2008, 2008R2, 2012 and 2012R2

Networking: TCP/IP, Ethernet, VPN, HTTP, HTTPS, SSL, Telnet, FTP, SFTP, Remote Desktop, Cisco

Scripting Languages: PowerShell, Java, Java Script, UNIX, Linux, HTML, and PHP.

Software: Epic, SAP, Symantec, Photoshop, Active Directory, Office 365, Microsoft Office (2003-2013) Microsoft Office, SharePoint, ITIL and ITSM.

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