Project Manager Customer Service
Resume:
JAMES R. SCHULZ
Arlington Heights, IL 60004
*********@*********.***
PROFESSIONAL SUMMARY
Accomplished, results-driven Information Technology operations management and analysis professional with over 15 years of experience, specializing in the IT outsourcing, and business process outsourcing services areas. Extensive experience in application development support, project management, and production control services support, primarily for the pharmaceutical services, healthcare and IT outsourcing industries. Hands-on leader adept at team building and managing successful on-shore and off-shore support teams. Experienced in project management supporting numerous client enterprise wide projects. Strong client dedication and satisfaction focus, with a passion for delivering the highest quality support services, in an effort to meet and exceed customer expectations.
PROFESSIONAL EXPERIENCE
Affiliated Computer Services, Inc. (NYSE:ACS), Bannockburn, IL 1996 – 2008 Commercial Outsourcing Solutions / Life Sciences
IT Project Manager / Project Leader - for CVS/Caremark Account (NYSE: CVS)
Oversaw and managed all aspects of onsite client support for a $25M account in a large multiple platform 24x7x365 production operations environment, including but not limited to, service request and problem management, daily administration and proactive monitoring of batch processing in production, development, and test environments, online availability, SLA reporting, change management, project management, report management, vendor management, and strategic business process initiatives.
• Accountable for business process outsourcing solutions and process improvement opportunities provided to the CVS/Caremark client. Ensured quality of IT infrastructure services on a 24x7x365 mode, being responsible for the monitoring and remediation for the Data Center, infrastructure, systems and services delivery from the Data Center to client end-users at the customer's premise. Assisted in the development of requirements for maintaining service levels, operation logs, production schedules and data media performance levels. Managed contractual Service Level Agreements for customer service, operational delivery, and system availability.
• Supported and engaged with the business and application development community (consisting of approximately 700 professionals at multiple locations), with an emphasis on developing and maintaining a strong relationship within all levels of the client organization. Liaison and primary contact between the client and internal ACS support teams, serving as the Subject Matter Expert (SME) to business, operations and technology teams on technology topics.
• Directed facilitation of restoration efforts for disrupted services on behalf of the client, for all high severity and high impact incidents in the 24/7/365 environment, providing timely and proper communication to the client accordingly. Engaged other support groups such as SWAT and SITMAN teams as deemed necessary.
• Trained, managed, and mentored 4 off-shore production support teams, tasked with proactive monitoring of clients legacy business mission critical mainframe batch processing.
• Chaired daily executive briefing meeting with the client. This meeting provided a forum in which to review the past 24 hours of the processing environment and report on status, issues, assignment and follow-up of action items as deemed necessary.
• Worked with the client and ACS helpdesk in orchestrating the design, deployment, and management of a web portal process, enabling the client to auto-open service requests, thus freeing up approximately 40% of ACS company internal staff time. This solution streamlined the request process and provided a more efficient and effective customer experience.
• Led and managed project efforts in support of client special test platform LPAR, used primarily for stress testing. Ensured that all required software installed and functioning properly for client use and processing.
• Created test cases and implementation project plans for performance and product functionality verification for numerous client software upgrades; (i.e. BMC Control-M/O/R, and x/PTR).
• Project Manager and primary support contact for the deployment of the SmartProduction batch measurement providing job analysis and improvement suggestions for inefficient batch jobs and datasets, resulting in cost reduction; i.e. reduced a job run time from 12 hours to 15 minutes resulting in a savings of $3,500 per run.
• Created and maintained procedural documentation to work harmoniously with the client’s standards, policies, procedures, and software development methodology, ensuring quality assurance, and adhering to client SAS70, Sarbanes-Oxley, and HIPAA audit requirements and compliance plans.
TECHNICAL SKILLS
SOFTWARE: CA-1, CA-7, CA-11, CA-Scheduler, BMC Control-M/O/R, CICS, Changeman/ZMF, Dimensions, FTP, Infoman, JCL, JES2, NDM, Panvalet, Peregrine/Service Center, SmartProduction, TSO/ISPF, VPN, VPS, x/PTR, MS Word, Excel, Project, Powerpoint, Visio
PROGRAMMING LANGUAGES: BASIC, CLIST, COBOL, MVS / JCL
OPERATING SYSTEMS: IBM/3090, IBM MVS/ESA 3.1.3 thru, z/OS 1.7, IBM OS/390 2.10, IBM - PC OS/2, MS-DOS, VM/CMS/370 Microsoft Outlook®), Microsoft 95/98, Microsoft Professional 2000, 2003, MS Windows XP, MS Windows 7
HARDWARE PLATFORMS: AIX, Amdahl/5995-700A, DEC/VAX Alpha 7700, IBM 2064-1C10, IBM 2084, UNIX
ADDITIONAL PROFESSIONAL EXPERIENCE
Caremark Rx. Inc. (NYSE:CVS), Lincolnshire, Illinois 1993 - 1996 Pharmaceutical Services Group/Information Systems
Senior Technical Operations Analyst
Baxter Healthcare Corporation (NYSE:BAX), Deerfield, Illinois 1984 - 1993
Information Technology Division
Senior Operations Analyst
EDUCATION
Oakton College – Des Plaines, Illinois
Major in Business Administration and Computer Science
PROFESSIONAL TRAINING, CERTIFICATIONS and ACHIEVEMENTS
BS 15000, ISO 9000, ISO 9001 – Training and Certification
ACS “Hustle” award recipient for outstanding teamwork and customer satisfaction
Caremark – Quality Leadership Process Training
Caremark – “Star” award recipient for outstanding performance
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