Management Quality Assurance

Languages

• Mainframe: PLI/PL*, ALGOL, Cobol, Fortran, JCL, CLIST, REXX and Dialog Manager

• Client Server: Familiarity with Unix Scripting and Perl Programming

Infrastructure Software & Technologies

• Databases: Microsoft SQL Server. Oracle, UDB/DB2

• Platforms: Microsoft Windows, IBM ZOS/390

• Source Code Management: StarTeam, Librarian, LIB/CCF, LAM

• Reporting Tools: Business Objects (BO) – Crystal Reports Writer (CRW)

ITSM/ITIL Software & Technologies (Incident, Problem, Change & Knowledge Management)

• HP OpenView (formerly Peregrine’s Service Center / Peregrine Network Management System (PNMS)). VMware Service Manager (Formerly Infra). Expert Advisor. And, basic knowledge of BMC Remedy IT Service Management Suite.

• Oracle Knowledge Management System (Formerly ATG Wisdom / Primus Knowledge Management System (KMS)).

• HP Universal Configuration Management Data Base (uCMDB).

Project Management Tools and Techniques

• Purchased Package Life Cycle (PPLC).

• DMAIC (Define, Measure, Analyze, Improve, Control) Projects:

o Business and Technical Process Re-engineering.

• Systems/Software Development Life Cycle (SDLC):

o Business Requirements Identification, Gathering, and Development.

o Technical Design Specification Development.

o Systems Development (Coding, Screen Design, Reports, etc.).

o Test Plans and Scripting (System, Integration and Quality Assurance (QA) Testing).

o System Implementation, Customer Training, and Defect Management.

Education

• Three (3) years of Computer Science in High School; Lorain High; Lorain, OH.

ITIL Certifications

Training provided by ITSM Academy Inc., Testing conducted by Loyalist Certification Services.

• ITIL v2 Foundation certified on 10/13/2005.

• ITIL v3 Foundation Bridge certified on 08/11/2009.

Senior Systems Integrator providing Level-2 Technical Support 2009 – Jan 2011

United Services Automobile Association (USAA), San Antonio, TX

• Led several efforts to define processes and procedures for a new Return-to-Service (RtS) Organization.

• Provided Level-2 User Support for over 500 Windows/Unix Software Packages/Systems.

• Developed Application Monitors using Perl that fed IBM Tivoli Monitor (ITM).

Senior Systems Analyst providing ITSM/ITIL Systems and Process Support Early 1980s – 2009

United Services Automobile Association (USAA), San Antonio, TX

• Member of multiple DMAIC Projects to re-engineer our Incident and Problem Management Processes.

• Led and/or participated in several ITSM Product Acquisitions, Upgrades, and Enhancements utilizing the PPLC and SDLC Methodologies.

o Led a $1 Million Project to acquire our initial Help Desk Call Tracking and Incident Management Tool.

o Led multiple Incident and Problem Management Tool Acquisitions and Customizations to meet Business Requirements.

• Provided IT Support to a Project to integrate multiple Customer Support Teams into a single, consolidated IT Help Desk.

Systems Analyst providing Tool and Process Support to the rest of the IT Department Late 1980s

United Services Automobile Association (USAA), San Antonio, TX

• Member of our internal IT Help Desk.

• Built and maintained tools on our IT Development Workbench.

• Acquired our JCL Validation Tool – JOBSCAN.

• Drove the effort to convert from an internal Source Code Management System to an acquired tool – Librarian.

Programmer/Analyst performing full Application Development Life Cycle Support Early 1980s

United Services Automobile Association (USAA), San Antonio, TX

• Developed a Financial System in PLI to run in IMS DC/DB.

• Member of a large team that developed our Customer Accounting System (CAS) in PLI to run in IMS DC/DB.

• Member of the team that developed our Corporate Correspondence System (CCS) in PLI to run in IMS DC/DB and DB2.

Computer Programmer (E4) Jul 1978 – May 1982

United States Air Force (USAF) – AFMPC, Randolph AFB, TX

• Provided Application Support for the AF Personnel System (Merit) and the AF Weapons System Manning Modeler (WSMM).

Independent Contractor Late 1980 – Early 1981

E.J. Lewis & Associates – San Antonio, TX

• Converted several Cobol Programs written for IBM to run on Burroughs for a large Energy Company.

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