Technical Support Quality Assurance

Ray Dillinger

Aurora, IL. • 630-***-**** • www.linkedin.com/in/RayDilly • **********@*****.***

Microsoft: Project, PowerPoint, SharePoint, Visio, VBA, S3, Azure, Excel (vLookups, Pivot Tables)

Programming: Visual Basic, HTML5, CSS, SQL, Stored Procedures, API’s

Database: Oracle, SQL Server Management Studio, Access, Quickbase, Toad

Software: Service Now, Kronos, Kenexa, Planview (ERP), Agile CRM, JIRA

Methodologies: ETL, ITIL SWOT, SDLC, Agile

Finance: SOX compliance, AR, AP, OE, GL, Revenue Recognition, Invoicing, HR

EDI/eCommerce: SPSCommerce, SAP by Design (iConnect), XML, SFTP, FileZilla

810 – Invoice, 850 – Purchase Order, 856 – Advance Shipment Notice, 940 – Shipment Requested, 945 – Shipment Sent, 997 – Acknowledgement

Asset Systems Naperville, IL

Technical Support, Quality Assurance, Release Management, and Training 2021-Present

Software support and tracking through resolution (I independently support over 100 clients)

Schedule, tailor, and execute training (on-site and virtual)

Unit and regression testing in PreProduction environments

Scrum/Sprint Release Management using JIRA

Agile Customer Relationship Management (Profiles, Contacts, Notes, Tags)

Facilitation of installs, upgrades, and bar code reader technology

License renewal processing, documentation, administration, and communication

Analyze, plan, and execute data conversions

Facilitate fixed asset management and depreciation calculation software as a service (SAS)

On board clients to our cloud based Ingenium Fixed Asset Management software via Microsoft Azure, Swagger, and Cloudflare

Research issues using Artificial Intelligence (prompting via ChatGPT and Copilot)

Robert Half/UniBall Corp Wheaton, IL

IT Consultant/EDI 2020-2021

Hands on proficiency with creating, editing, filtering, monitoring, and processing incoming and outgoing EDI files to increase throughput and eliminate roadblocks

Aetna/Coventry/First Health Downers Grove, IL

Manager, Applications Development 2000–2018

Development and technical support of claims processing, invoicing, and accounts receivable application that supports Workers Compensation, Network Rental, Carrier, and Third-Party Administrators

Under pre-determined date constraints, tactfully planned and upgraded the application user interface (VB 6 to VB.Net) and middleware (Tuxedo to JAVA Web Services)

Delivered monthly Steering Committee presentations

I negotiated the de-scoping of non-critical functions and fast-tracked the project to be completed 3 months ahead of schedule and reduced the budget by $50,000.

Ray Dillinger 630-***-****

Focused on solutions, analytics, and process improvements – for example, when the business indicated that financial reporting time was jeopardizing the completion of month-end close, I recommended the implementation of a Data Archiving strategy to mitigate risk. The resulting strategy:

Reduced database footprint by 50%

Saved 100 GB of disk space

Improved system response time by 20%

The month-end closure times were moved up 2 critical business days.

When Aetna acquired Coventry, that acquisition required a data conversion of PeopleSoft GL Accounts into Oracle GL Accounts within a tight 3-month period. I directed the project team to:

Create “As Is” and “To Be” application roadmaps

Produce source-to-target data mapping documents

The acquired PeopleSoft software was retired saving $225,000 in annual licensing fees.

Collaborated intentionally with the business to identify IT solutions that support business processes – for example, the government Office of Foreign Asset Control (OFAC) mandates that all corporations comply with economic trade sanctions.

Selected as the IT manager for implementing periodic OFAC screenings of all internal data sources against a national fraud database

This saved the company from substantial losses through pro-active fraud prevention.

Project Manager

When Coventry acquired Concentra Workers Compensation, that acquisition required integration into the existing Coventry Workers Comp suite of applications. I was:

Selected as project leader for the financial application conversion

Directed the A/R conversion and consolidation of client invoicing

Guaranteed requirements were documented and implemented in accordance with the project plan

This project enabled the company to retire its Oracle Financial software, saving $250,000 annually.

As the application owner of multiple high-profile financial systems, my teams were accountable to ensure that the associated Development, Testing, and Production environments adhered to the highest standards.

Authored and maintained the Sarbanes Oxley 404 (SOX) General Computer and Controls documentation

Addressed critical audit controls such as Application Monitoring, Change Control, Risk Mitigation, User Access, and Security

As a result of my due diligence, these applications consistently met compliance requirements of annual internal and external audits.

Bachelor of Science in Computer Science

American University – Washington, DC

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