Customer Service Quality Assurance

MEIYUN L. HSHIEH

Summary

Over ** years of experience in life cycle development and maintenance of application systems in various business sectors and government agencies, with extensive experience in analysis, design, implementation and maintenance, testing and quality assurance. I also has experience in managing project development, testing and implementation. I am dedicate, works well with others and always achieves results.

Degrees and Training

• Oregon State University, 1982, B.S. major in Accounting, minor in Computer Science

• Active Security Clearance, BI - Level 6 adjudicated on 02/04/2010.

Skills/Tools Used

Languages: SQL, COBOL, PL/I, BASIC, PASCAL

Databases: CICS, VSAM, TSO, JCL, SAS, IBM’S AFP, IDMS/DB2, SYNCSORT

Software: IBM Mainframe with MVS or DOS operating system, MS Window

ERP: Oracle SQL & PL/SQL, C & C++, HTML and XHTML

Work Experience

STARRY ASSOCIATES, INC 2006- 2011

Systems Analyst Technical

The primary liaison of eTravel and GovTrip systems with the COE and AP personnel at the department of Human and Health services, assisted the travelers and the Payment section personnel to resolve all travel vouchers issues, and then ensure the travel vouchers being processed and paid by the financial system UFMS. Worked with the third parties to schedule and load payroll and financial reports into the GovNet-NG reports system and ensured the web based report system available to the users daily. Team member of converting Indian Health Services agency’s Accounting system from mainframe database CORE to Oracle based Universal Financial Management System, UFMS.

STG, INC 2000-2006

Application Software Systems Specialist

Assigned to the contract site at the Application Programming Division, System Integration Office of Information Resource Management at the Department of State. Responsible for maintaining the On-line Payroll system of the Consolidated American Payroll Processing System (CAPPS), ensuring it in compliance with the federal regulations, and also the daily update transactions from different agencies to be applied to the payroll master properly; implementing new requirements when new legislation went into effect, and enhancing the system to improve the payment processes. Completed and implemented the following major projects: Fiscal Year End Accounting Processes, Cost of Living Adjustment update, Flexible Spending Accounts implementation, Student Loan Repayment program, Child Care Subsidy program, Maxiflex Credit Hours, TSP Funds Consolidation, TSP Over-50 Catch-Up Contribution implementation, Automated Garnishment Collection, and the Service Need Differential Pay Award Program.

CENTURY SERVICES, INC 1997 – 2000

Senior Systems Analyst

(Operation Processes System) Responsible for COBOL and PL/I systems analysis, conversion, testing, and quality assurance. Technical lead in Y2K date conversion projects and in independent validation and verification processes for both COBOL and PL/I languages application systems. Provided in-house managerial supports to solve technical issues, summarized and presented the results of the Y2K date remediation processes. Developed Y2K conversion standards and procedures and was the primary liaison with Century Services’ clients.

BRYLANE L.P 1997

Senior Programmer/Analyst

(Telemarketing/Customer Service System) Maintained the on-line customer service system for

the apparel mail-order company. Developed the customer service system’s Spanish call back function. This would allow the sales representative to leave an on-line memo requesting a Spanish-speaking representative for further service. Modified seven CICS maps and programs. Utilized the address database provided by USPS to correct or update the addresses in the company’s customers account databases. Wrote and updated several programs with IDMS commands.

COLUMBIA HOUSE COMPANY 1989 – 1997

Programmer Analyst III

(Core Business Application Systems) Developed special projects, maintained the Club’s Dunning and Output systems to ensure the member accounts were properly stated. Promoted from Programmer/Analyst I to Programmer/Analyst III. Selected Accomplishments:

Order Fulfillment System Improvement: Modified both batch and on-line PL/I programs through the club’s Order Fulfillment System to ensure that orders from one-time special promotions would be processed and invoiced properly. New Member Invoice System Improvement: Modified club’s invoicing procedure to allow the reshipment of new member packages processed by the new member invoice system. This improvement allowed the reshipment to be treated as a new shipment in order to provide better service and reduce shipping charges. MailStream Plus Software Implementation: Integrated the mail sorting function into the club’s cyclic option mailing and weekly statements mailing. This allowed outgoing mail to be printed with the required postal data, and then being sorted and bagged in compliance with the USPS presorting requirement. Considerable savings in postage were achieved.

Created a Fast Bin Lineup for order fulfilling: Set up the Fast Bin Lineup to store the most popular selections based on a weekly sales analysis. In order to establish the process, PL/I, SAS and SYNCSORT applications were adopted to develop the system. Since 70 - 80% invoices could be pulled completely from the lineup, the puller's productivity was increased tremendously. This enhancement facilitated the invoice processes, consequently; enabled the warehouse to ship the packages out 2 days earlier. The goals of better customer service were achieved.

CHINA DATA PROCESSING CENTER 1984 –1989

Senior Systems Analyst

(Department of Software Development I & II) In charge of system design and development in batch and on-line processes for several business clients; assisted clients to implement the application systems and provided operations assistance and training. Promoted from entry level Programmer to Sr. Systems Analyst. Selected Accomplishments: Automated Import Trade Monitoring System: Developed an on-line application system to monitor import licenses and to collect the import trade data for statistical analyses and decision-making. The system was written in COBOL/CICS utilizing the VSAM file features. Financial Accounting Management System: Automated the client’s accounting management system. This system assisted in the preparation of financial statements, provided access to detailed accounting and transaction data, and performed statistical analysis. The system was written to utilize the Direct file and Sort file features in the operating system of the MAI BASIC/FOUR module.Investor Information Management System: Developed an information management system to track the composition, capital structures and operations of the manufacturers located in the Export Processing Zone for easy access and responding to inquiries. Developed the system in COBOL utilizing VSAM file features.

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