Customer Service Project Manager

Jill A. Donofrio

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

Gibsonia, Pa. 15044

Cell 412-***-****

OVERVIEW:

** ***** ** ********** ** Programmer / Analyst with Project Manager Responsibilities. Internal Audit(LOD3) & Control Team (LOD1) data analysis & testing experience.

Effective problem/ analytical problem-solver using independent decision-making skills and sound judgment to positively impact project success.

Effective liaison between technical & business teams to successfully deliver tools / information as requested.

Build many tools from ground up – Design/Testing/UAT/Production/Documentation/Going support

Engaged in various vendor product conversions from install through conversion & finally ongoing support.

Engaging and personable with the ability to manage key milestones and deliver exemplary customer service.

Recently trained in AGILE methodology using MIRO & Version One software to define backlog & manage work (sprints). Actively working on projects as Scrum Master, POP and developer in sprints.

EXPERIENCE

Truist - Charlotte, NC, 28202

Project Manager / Senior Programmer /Analyst - Internal Audit Department 2019 – 2024

Provide programming design/analytical support to internal audit for all Business control testing in the company. This involves the execution of existing software to deliver data & sampling extracts as well as the development of new software as new applications / controls come into the audit Plan.

Currently working to convert sampling to 100% testing as well as build continuous monitoring programs to allow deeper dives to further mitigate business risk.

This position requires the management of many simultaneous projects while responding to emergency ADHOC requests originating from MOE (merger of equals) and or issue remediation. In addition to BAU/ADHOC support, developing self-service tool for User Access reviews focusing on SOX applications to automate the data ETL and apply potential exception logic.

Support of all Audit infrastructures from development to production using corporate SDLC & Control Management processes.

Currently managing all prototyping projects via the AGILE methodology using MIRO & Version One tools.

Nordstrom - Seattle, Wa. 2001-2002

Contract Programmer

Revise existing Memo Billing system currently using MXG to collect SMF/RMF/VTOC/DATASET/TAPE date to provide files to IT Finance to bill out data processing resource to correct business lines.

Streamline existing assignment logic using SAS Formats to assign resources and clean up code.

Ensure all numbers are correct throughout different collection stages of the data.

Additionally design SAS Databases for reporting details to the business lines for analysis. Provide System and SAS training to staff. Fully document all new processes in programs & flowcharts.

The Bank of New York Mellon Bank - Pittsburgh, Pa, 15259

MIS Manager / Senior Programmer/Analyst - Control Management Department 2008 – 2019

Provide programming design and support to the Control Managers who test & review business process to mitigate risk. Building Web based tools using HTML, JavaScript & ColdFusion to collect information to data warehouse for analysis & reporting. Programming support also includes ADHOC reporting and building databases for fraud detection, investigations, and Securities Trading and Corporate Compliance divisions. Provide technical support to Control Team and management. This position requires the management of many simultaneous projects while responding to emergency ADHOC requests originating from fraud and business investigations. In addition, developed software to automate testing process to allow for 100 % sample based on given thresholds to flag questionable activity. Also research, analyze, test, and implement software automation solutions for the Control Managers to allow 100% testing on data over small % to catch exception. Provide & build solutions for automated alerting to findings allowing them to focus on new reviews and deeper dives to further mitigate business risk. Manage team of 5 staff consisting of programmers & business Analysts.

Senior Programmer/Analyst - Audit Risk & Review Department 1998 – 2008

Provide programming design and support to the Retail Bank Auditing Division using SAS & COBOL. Support existing software that produce yearly audit confirmations & sampling extracts of data. Worked with system, application programmers and business line managers to define and extract pertinent business data relating to regulatory requirements and internal risk assessments. Programming support also includes ADHOC reporting and building databases for fraud detection, investigations, and Securities Trading and Corporate Compliance divisions. Provide technical support to staff auditors by supplying data in various formats, which include ACCESS, EXCEL, WORD, and ACL (auditing software tool). This position requires the management of many simultaneous projects while responding to emergency ADHOC requests originating from fraud and business investigations. In addition, developed software system for retail business to perform Branch Audits using system data and parameters to determine schedule of branches to target and developed continuous monitoring reports to flag questionable activity. Also research, analyze, test, and implement software automation solutions for the Audit Department – such as Timekeeping and integrated Auditing software to manage their work from work papers through corporate reporting and tracking is issues that pose risk to the corporation.

Systems Engineer - MICS Support 1993 – 1998

Provided System programming support for the MICS software product. Responsibilities included the installation and incremental maintenance of the MICS software product. Provided ongoing MICS scheduling support, as well as consultative support for external application interfaces into the MICS database complex. Provided programming design and support for MICS Accounting application as well as the interfaced into the General Ledger system. Additional responsibilities included advanced SAS programming support for ADHOC type system utilization and resource consumption reporting. Supported MICS interfaces into the SMF/RMF, CICS, IMS, DB2, and NETSPY system monitoring products. Project work included migration/conversion support for Mellon acquisitions and outsourcing customers.

Application Programmer - Telephone Analysis 1991 – 1993

Provided COBOL programming support and development for the processing of all telephone bills in Mellon Bank. Provided user interface support to input data into the system for billing and support functions. Interfaced w/ the General Ledger system to bill out all telephone charges to corporation. Heavy Vendor interaction & internal customer support. Provided some SAS ADHOC reporting.

Applications Administrator 1987 – 1991

Provided Central Reference file / Central Marketing / Bank Mergers /Student Loans operational support. This included the coordination of application batch scheduling while providing technical & documentation support to internal and external Mellon outsourcing clients. Developed and automated billing and logging processes that eliminated manual controls to increase productivity & provide accurate reporting using SAS & IBM Clist. Provided ADHOC reporting support using SAS. Provided customer data to marketing companies for analysis on an “as-requested” basis. Heavy external customer contact.

FORMAL EDUCATION

2007 - 2009 Community College of Allegheny County, Pittsburgh, Pa. CCAC post Associates Classed to Obtain IT Medical Health Degree

2002 - 2002 University of Pitt, Pittsburgh, Pa. Attending classes towards completing WebMaster certificate program.

1988 –1990 Point Park College, Pittsburgh, Pa. Attended classes towards completing Bachelors Degree in Computer Science.

1981 – 1983 ICM School of Business, Pittsburgh, Pa. Obtained Associates Degree in Computer Science Management.

CERTIFICATES

SAS Base & MACRO Programming, SAS Efficiency Programming, SAS Point & Click Programming, SAS Advanced Programming, MICS Administrator & Accounting support classes, MICS Advanced Administrator classes, IBM JCL, Customer Service Seminar, Franklin Planning Time Management, SMPE, DB2, LAN Intro, MS Office intros, LOTUS Notes, Change Management, Project Management, Problem Solving, Business Writing, and Targeted Selection Interviewing, HTML, JAVASCRIPT, CSS, and Cold Fusion.

LANGUAGES

Structured Cold Fusion, COBOL, SAS & SAS MACRO, and IBM CLIST. Have Course work in ASSEMBLER, RPG II, EASYTRIVE PLUS, IBM REXX, DATA ANALYSER, PASCAL, BASIC.

APPLICATIONS

ACH PEP+ Billing Systems, Audit Confirmations, ADHOC Reporting on Loan, Deposit, HR & GL Systems. Conversions & De-conversions of banks to Mellon systems, Telephone Analysis, Corporate Telephone Directory, MICS Support & Conversions. Interfaced with EDI application, Branch Automation (teller data), and Mellon Deposit & loan systems.

SORTWARE

MVS ESA 5.1 Operating systems, IBM JCL, CICS, Inquiry, TSO/SPF, IOF, SDSF, IBM Utilities, ACF2 CA7 Scheduling, OPCA Scheduling, CA1 Tape Management, ENDEVOR, LIBRARIAN, FILEAID, STARTOOL, IBS RMDS, MOBIUS, RLE.NJE, MOPS, JES/2, MICS, PNMS. PC Software includes: LOTUS NOTES, ACL – Auditing software, PPM 2000 IRIMS – Crimes tracking software, MICROSOFT Office Package, SPFPC, LOTUS 123, Timescope – Time Keeping tool, Access 97, VISIO, MXG, MICS, HTML, JAVASCRIPT and COLD FUSION Intro.

Contact this candidate