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Customer Support Team Lead

Location:
Boca Raton, FL
Posted:
February 13, 2024

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Resume:

APPLICATION PROGRAMMER & ANALYST

Offering ** plus years of technical expertise, attention to detail, and strong problem-solving skills that navigate challenges seamlessly in the logistics, protection, risk management and customer support services.

SKILLS & STRENGTHS

Research & Communication Skills

Clear, accurate and concise verbal and written communications

Analytical problem solving methodology and draw logical conclusions

Strong self-management and team player attributes

Collecting, organizing, and analyzing data

Anticipate and identify customer requirements, needs and address customer expectations

Programming Languages, databases, platforms and tools

ASM

COBOL

CICS

CA Easytrieve

CA Endevor

CL & JCL

IDMS/DB2

FileAid

Xpediter

MVS zOS/390

AS/400 iSeries

RPG

SPUFI

JavaScript

JSON

JWALK

VB.NET/VBA

XML

POSTMAN

SQL

Stored Procedures

MS Office Suite

Agile Methodology

VSAM

EDUCATION

Bachelor of Science in Computer IS, New York Institute of Technology, New York, NY

PROFESSIONAL EMPLOYMENT

Senior Programmer/Analyst, Assurant Solutions, Miami, FL (Hybrid) Oct 2015 – Sept 2023

Team lead, responsible for analyzing, coding, testing, and implementing state taxes/fees reporting for multiple states using CA7 Scheduler.

Develop scalable programs using Assembler, Cobol and Easytrieve. Then setup batch jobs using Procs and JCLs for the different state reports as need. Coded new JSON format file, to replace of current XML format, as required by third-party API Service, to manage the different state taxes/fees.

As a on-call support member, write, analyze, review and fix any JCL/batch/program errors that showed up in the weekly Monday morning PMS Batch Error meeting.

Responsible for state compliance changes/upgrades across the PMS Systems.

Improved jobs efficiency by reviewing, research and develop innovative solutions for current programs and JCLs. Test and implement daily/weekly/monthly batch processes.

Served as SME on projects that require changes or upgrades across the office environment.

Experience with work tracking systems like Azure DevOps.

Senior Programmer/Analyst, Ryder System, Inc., Miami, FL Sep 2011 – Oct 2015

Team lead, responsible to update the ATA Tool for new parts name field.

Lead the development or update to the vehicle maintenance applications on the Shop Management Online (SMO) and Legacy Shop Management Systems (SMS).

Improved efficiency, developed interactive and batch applications using JWALK, CL, C#, RPG, COBOL, IDMS Data Storage Technology for structure, SQL, and Web Services programming.

Member of the Production Support team to participate in the scheduled On-Call support rotation.

Conducted structured walk-through design sessions with internal customers.

Converted departmental business requirements into design specifications.

Developed ad-hoc processes to create data extracts for customers/Ryder IT teams

Programmer/Analyst, Assurant Solutions, Miami, FL Mar 2010 – Sep 2011

Lead several Exceed Phase II Projects to consolidate and improve efficiency.

Lead for the development of new production jobs conversion, as to stream line batch jobs.

Participated as a team member in projects that require changes/upgrades across the PMS and Exceed Systems.

Revise, update, refactor and debug code the current batch jobs - JCLs and Procs.

Develop documentation throughout the software development life cycle (SDLC)

Participate in requirements analysis, UAT, and Sprints.

Programmer/Network Administrator, Mediwatch, PLC, North Palm Beach, FL Jul 2007 – Apr 2008

Health Level 7 Project

Responsible for making our products HL7 compliant for the medical service field.

In-charge of the research and development of the HL7 protocol to be used in Mediwatch Medical Diagnostic Software and Systems.

Coordinated the use of Web Services, third party services and .Net programming to facilitate the research and development of a quick and efficient process to speed up the HL7 project.

Physician’s Letter Project

Responsible to research, develop, and test new MS Word templates, used in creating the Sensic report.

Created custom letters using VBA to code and Photoshop to edit logo and images.

Responsible for user support and maintenance of the office network systems and equipment.

Plus there is prior years of mainframe job experience, if need.



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