Change Management Customer Support

ANTHONY J. NERADA

602-***-**** *******.*.******@*****.*** Phoenix, AZ 85022

Veterinary Implementation Consultant

25+ YEARS OF EXPERIENCE IN IMPLEMENTATIONS, CUSTOMER SUPPORT, ANALYSIS, INTEGRATIONS, SOLUTIONING, RELIABILITY, AND PERFORMANCE Managed professionals in integrations, implementations, development, change management and support for clients, including American Express, Kroger, Kaiser Permanente, JP Morgan Chase, Medco, and BCBS (among many others). Bringing leadership and technical knowledge in defining and monitoring Service Level Objectives (SLOs) and Agreements (SLAs), in addition to driving continuous improvement through automation and best practices. Delivered millions in career savings, utilizing Agile and Waterfall methodologies to streamline processes, mitigate risk, and improve operational excellence, always operating through cross-functional collaboration across companies, departments and teams.

• Stakeholder Engagement: Collaborated with business leaders to assess needs and develop solutions to promote growth and efficiency.

• Project Leadership: Managed portfolio of business projects. Assessed and analyzed business impact of projects and communicated project activities and updates to all concerned stake holders.

• Technical Implementation and Integration: Proven ability to lead end-to-end implementation of complex systems, ensuring seamless integration, enhanced performance, and alignment with organizational goals.

• Process Optimization and Risk Management: Developed and enforced best practices for incident management, deep root cause analysis, and permanent problem resolution.

• Career began as Technical Team Lead, Project Manager and Architect at Accenture in 1995 through 2008: Managed large-scale technology implementations, change management support and infrastructure projects for enterprise clients, including American Express and Filene’s Basement. Provided user support and led initiatives to modernize systems, perfected disaster recovery processes, and implemented scalable solutions, driving operational efficiency and compliance.

KEY SKILLS

Problem-Solving & Troubleshooting IT Service Management (ITSM) Project Management Stakeholder Communication Technical Documentation Risk Assessments Client-Facing Technical Support Agile Methodology System Integration Budget Management Change Management Data Analysis Resource Allocation Quality Assurance Customer Satisfaction Strategic Planning Vendor Coordination Root Cause Analysis Communication Skills PROFESSIONAL EXPERIENCE

Embargo Cigar Lounge Phoenix, AZ April 2023 – September 2024 CUSTOMER SERVICE

Worked in a customer service role while pursuing a full-time position in information technology service management, project management, or technical support. Provided an exceptional level of service and cultivated a regular clientele before the establishment closed. (Kept the Nerada family lights on, demonstrating grit and determination in the face of hardship.) ANTHONY J. NERADA – PAGE 2

Infosys Phoenix, AZ July 2018 – January 2023

IMPLEMENTATION TEAM LEAD

Served on two primary service and implementation contracts: American Express and Kroger. Provided direction to multiple cross-functional teams and brought a solution-oriented approach to change management, technical support, infrastructure services management, and problem management, supporting enterprise-wide technology initiatives.

• System Performance Optimization: Led cross-functional teams in integrating advanced telemetry systems, reducing incident detection time and enabling real-time issue resolution.

• Process Automation Design: Kept systems operational, processing 300K daily requests and adding value by designing and building monitoring dashboards.

• Platform Scalability Solutions: Integrated USAR (Triumph) and Corporate AR environments into production-like test platforms, enhancing testing accuracy and decreasing failures. Deployed superior testing strategy and achieved hard- won buy-in through influence and change management. Anthem Phoenix, AZ April 2013 – July 2018

SENIOR TECHNOLOGY CONSULTANT

Directed teams associated with mainframe infrastructure operations and performance. Provided transparent leadership and a collaborative performance management style that encouraged new ideas, innovation, and cost management.

• Infrastructure Modernization Initiatives: Directed mainframe operations handling 20M daily requests, achieving

$1.5M in single-instance cost savings through implementations of vendor changes and collaboration.

• Operational Workflow Improvements: Optimized system monitoring processes, reducing consumption and enhancing processing efficiency.

• Technology Deployment Strategy: Managed offshore teams in delivering high-performing infrastructure solutions, generating $2.5M in savings.

CPT Global Phoenix, AZ April 2008 – April 2013

RELATIONSHIP MANAGER

Functioned as the critical interface between CPT and clients in a customer-facing role. Translated complex technical information to nontechnical audiences and led technology implementations and engagements from 2008 to 2013.

• Client-Centric Integration and Implementation Leadership: Delivered $10M in savings on implementations, including cloud migrations and infrastructure upgrades. Improving system scalability and infrastructure for high- profile enterprise clients (American Express, Kaiser Permanente, BCBS, Manulife, Bank of America, JPMorgan Chase, Fidelity, Medco, and Toronto-Dominion).

• Stakeholder Communication Expertise: Simplified complex technical solutions into actionable plans for non- technical stakeholders, ensuring seamless project execution. Excelled in relationship building and managing corporate partnerships. Frequently required to edit RFPs, generating an average of $150K to $200K per engagement.

• End-User Experience Enhancement: Managed implementation teams to maintain on-time delivery, exceed client satisfaction expectations, and meet aggressive project deadlines. Kept technical teams on track. EDUCATION

Associate in arts and science, Computer Systems Management GPA 3.93 Capilano University British Columbia, Canada

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