Manager Customer Service

Frank A. Di Salvo

**** ** ***** ****** • Battleground, WA 98604

Home: 360-***-****

Email: *****.*******@*.***

Core Competencies

Thorough, dedicated IT systems based individual with experience in improvement and maintenance, troubleshooting, hardware and software technical support, database administration and system resolution. Proven resolve in problem solving to maximize system use and functionality. Strong communicator with expert technical aptitude.

Professional Experience

RAVN Property Management March 2007 to Present

Three storage facilities located in the heart of Bend's Westside. Old Mill Storage, A-1 Storage, All Star Storage

Business Analyst/ IT Support

Administer DOMICO management software and manage key aspects of the business including maintenance, customer service, cash flow and occupancy for the facility.

• Direct the operations of 800+ unit facility; including inventory, invoicing

• Manage the maintenance of the facility, prepare units for use

• Provide technical training

• Maintain functionality through system upgrades and required maintenance

• Implementation of systems for improved decision making

• Ensure a positive experience for both internal/external customers

• Technologies: Powerpoint, Photoshop, MS-Access, MS-Excel, Outlook, MS-Word

Regence Blue Cross May 2005 to November 2006

Document and Publishing Technical Specialist

Maintained and enhanced report database software, ensuring the security and integrity of all computer-generated documents produced throughout Western Region.

• Provided technical support for various document systems and mainframe users

• Consistently met 100% on time and 100% accuracy standards

• Implemented improvements raising efficiencies by 15%

• Maintained all document reporting databases and responsible for system functionality

• Performed critical problem solving for quick identification of actual or potential problems with the ability to execute corrective or preventive actions

• Provided oversight of the system in maintaining confidentiality of sensitive reports, documents, and financial instruments

• Technologies: MS-Word, MS-Excel, Outlook, MS-Access

Outside Contractor May 2003 to May 2005

Senior Consultant-Portland Public Schools

Worked on a contract assignment to design and implement 19 service level agreements and the service level agreement reporting charts.

• Designed systems and programs to improve accountability within the school district

• Provided training and support to the 1500 faculty and staff

• Spearheaded a creative Cumulative” SLA Chart for the Data Center, for reporting ‘Goal to Actual’ for each of the 19 service level agreements.

• Revamped Portland Public School’s website and development site server for improved effectiveness and usage

• Technologies: MS-Access, MS-Excel

Senior Consultant-Nike

Worked on Nike’s Footwear Replenishment forecasting system. Specifically used Access to review report queries tied into SAP for footwear replenishment.

• Created a system to help manage inventory of various athletic footwear

• Increased gross profit margin through reduced material and storage costs

• Improved the effectiveness of their inventory management

• Provided training for continued management of the system

• Technologies: MS-Access, MS-Excel, SAP, BRIO

Kroger/Fred Meyer, Inc. February 1999 to April 2003

Ranked largest grocery retailer in the United States and 17th largest Fortune 500 Company

Computer Operations Supervisor - June 2000 to April 2003

• Managed 3 operations analysts in Report Management Distribution Systems (RMDS) and 3 production schedulers, including training, development, appraisals, etc.

• Responsible for daily batch scheduling production for 140 business applications and continuously met the 100% accuracy performance indicators

• Migrated reports from RMDS report system to IBM INFOPAC report system for Fred Meyer/Smiths/QFC

• Maintained computer systems and provided technical support to 8500 internal customers

Service Level Manager - February 1999 to June 2000

• Tasked with project administration and management

• Created and established Service Level Agreements to improve accountability and performance, which we achieved by 12%

• Effectively negotiated 33 Service Level Agreements between business units and the IS Service provider, resulting in cost savings of 10%

Service Level Reporting –

• Designed reporting database with data from IBM Mainframe to MS-Access database.

• Developed queries to export data into MS-Excel spreadsheets for easy interpretation

• Provided monthly reports and identified opportunities for improved performance

• Due to the effectiveness, my SLA report process was adopted Enterprise-Wide for Kroger

• Technologies: MS-Access97, MS-Access, Visual Basic, Windows NT Server 5.0, MS-Project98, Lotus Notes, Internet/Intranet, LAN, TCP/IP, Tivoli Service Desk for Windows NT, SQL/QMF, VISIO 5.0.

Fiserv EFT – Portland, Oregon - February 1998 to February 1999

Financial services bureau processing financial institutions ATM transactions.

Computer Operations Supervisor

• Interviewed, hired and trained 5 operations analysts, 1 tape librarian.

• Project administrator for Y2K compliance project; developed and tested production programs in JCL for Y2K compliance.

• HP 3000 systems administrator; migrated corporate billing and accounting systems to NT server.

• Technologies: HP3000, Windows NT, TCP/IP, Crystal Reports.

Red Lion/Double Tree Hotels - Vancouver, Washington - February 1996 to February 1998

Data Center Manager/Desktop Support Manager - Sept. 1997 to Feb. 1998

• Relocated two AS/400 systems – completed electrical and data center requirements for installation.

• Oversaw Systems Administrators, Computer Operators and one PC Technician.

• Provided 7x24x365 support to the call center with operating revenue of $2.5 million dollars per day of hotel reservation traffic.

• Wrote Computer Security administration policy and standards company-wide.

• Disaster Recovery manager for Double Tree Hotels. Wrote disaster recovery plan.

Data Center Supervisor - Sept. 1996 to Sept. 1997

• Interviewed, recruited and trained 6 Computer Operators.

• Developed and implemented training documentation, training schedules, and purchased a CBT based product from Inter skills via CD-ROM for the Computer Operations staff.

• Tape Library and Off-site storage administrator.

• Conducted salary administration, employee reviews, disciplinary issues and termination.

• Coordinated and participated in building 450+ Pentium II workstations.

Computer Operator - Feb. 1996 to Sept. 1996

• Wrote and implemented Data Center documentation and procedures.

• Monitored reservation delivery to 56 Hotel properties running on an Informix database.

• Technologies: UNIX, Windows NT, Solaris, HP-UX, TCP/IP, Novell Netware, MQ-Series, MS-Access, MS-Word, MS-Excel.

Consolidated Freightway - Portland, Oregon - November 1994 to November 1995

Network Control Technician

• Worked in large network department troubleshooting equipment failures in freight terminals located world-wide.

• Worked with vendors to provide Wide Area Network (WAN) services.

• Assisted operations personnel with network configuration changes, troubleshooting and resolving communication failures.

• Promptly handled a high volume of calls that required excellent organizational skills and project management.

• Technologies: RS/6000, AIX, SNA, TCP/IP, Hubs, Routers, Frame Relay, ISDN, DSU/CSU.

FIRST INTERSTATE BANK - PORTLAND, OREGON - OCTOBER 1990 TO AUGUST 1994

Lead Operations Analyst

• Responsible for Wire Transfer processing of $3.1 billion dollars.

• Trained and supported production control technicians in use of JCL and OS Utilities and batch failure resolution.

• Technologies: CA7/11, SDSF, MVS, NDM, SAR, TSO, CICS, DB2, Change Management, Batch Performance.

Technical Skills

Microsoft Vista, Access, Excel, Word, SAP, Unix, Windows NT, Solaris, HP-UX, TCP/IP, Novell Netware, MQ –Series, BRIO, MVS, SQL/QMF, VISIO 5.0, RMDS, IMS, CICS, DB2, Lotus Notes

Education

TRITON COLLEGE – River Grove, Illinois 1984

Continuing education courses in Business, Data Processing, Computer Problem Solving, Computer Information Processing and Computer Operations.

* Received business certificate in General Business

SYSTEMATION INC.- Portland, Oregon 2001

Fast Track to Project Management for IT

Received Certificate for Project Management for Information Systems

CLARK COLLEGE 2011

Introduction to Unix

Introduction to Database Design Using Access

MS Powerpoint 2010

Introduction to Local Area Network

PhotoShop CS5

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