Management Support

EDWARD MUNDAY 203-***-****…OR...203-***-**** *************@*****.***

* ****** ****** **, *******, CT, 06811

PLANNING AND INTEGRATION OF APPLICATIONS / BUSINESS AND IT PROCESS IMPROVEMENTS/ SYSTEMS ANALYSTS / TECHNICAL SUPPORT

My goals are to work for a company that is growing faster than expected and need business processes created/managed/implemented to assure best of breed practices within the Customer Support/Helpdesk environment. My Corporate Expertise and Senior Computer Consultant skills will allow me to thrive in such an environment. My many years experience in integrating new processes or furnishing application services to large corporations is my major strength. building CS ITIL processes and managing/designing ticketing systems for Managers/Tech/Users to use, is the interaction I love to do.

EXPERTISE

Project Management Business and IT Processes Technical Analysis

• Methodologies (PMP, Concert)

• Planning and Integrating Projects

• Cost Estimations, Resources and Equipment

• Creation of User Guides

• User and Management Training

• Implement Business Processes such as SLA, SM, PM, CM

• Support Models

• Operational Guides

• Operation Integration

• Personnel supervision

• Change Management

• Drive best practices. • Building relationships between Teams (Business/IT/Users)

• Modeled Business Initiatives and improved them with time

• Problem Analysis and Resolution processes

• Establish Process Management Guiding Principles and Standards.

• Establish and Support Process Orchestration to ensure process designs align with deployed solutions.

• Update/Modify existing processes

• Knowledgebase Retention • Situation management

• Priority one ticket owner

• Root Cause Analysis

• Managed Re-occurring issues

• User/Management training

• Coaching Analysts

• Track Tickets by phone, email, pager

• Document tickets

• Prioritize Tickets

• Process Improvements

• Solve tickets online

• Follow ups

• Remote access to solve issues

• Knowledgebase Items

PROFESSIONNEL EXPERIENCE

COMPUTER CONSULTANT – MANAGING CUSTOMER SUPPORT/HELPDESK 2008-2012

ADVANTAGE XPO

The Mystic Capabilities Teams whom engaged me to create a Helpdesk to support their evolving business needs and application support processes allowed me to create a centralized process across multiple platforms. The Proven concept rapidly improved the efficiency of the Capabilities teams which evolved into a global environment within the following year.

My mission towards the task at hand and with the support of the Capabilities Team, Director’s and VP’s was to have a centralized process using a knowledgebase (WIKI), a ticketing system (JIRA) and Support Models.

Leading the Creation of the Master Mystic Support Model and Sub Support Models of the supported Applications RAMP, SmartSelect, Smart, PRDB, MMDB/ICM and Dashboard for knowledge retention and managed the training on the MCS Process for Management, Users and Technical Teams.

Managing internal processes for new management and new contractors hired. Trained and informed them of the MCS Processes. Using ITIL Processes, Service level agreements, typical problems and resolutions, contact information, network diagrams with failure points allowed us to retain important information. Managed the MCS Wiki and populating it contents and shared with users/management tech as a self help tool; realized successfully with the help of all teams inputs and many meetings.

(Jira)– Proof of concept was required to show the need for a tracking system of documented issues . “Excel is not made to track 1000’s of emails” Presentation of “Jira” (a low cost bug-tracking application that meets the needs almost inbox) – Jira was implemented to enhance communications between Technologies/Capabilities/Users and helped organized CS management of tickets.

Other Major accomplishments – Mystic Apps

• Planned and Integrated RAMP, SmartSelect, Smart, PRDB, MMDB/ICM and Dashboard support models using ITIL processes. Helped with the creation of the GMAR support Model and trained for Microstrategy applications.

• Reported GSAM outages and finalized reporting. Excellent Communication was required and delivered to users.

• Trained New Management on the newly implemented processes and how to record/resolve Customer Support/Helpdesk tickets.

• Trained New Analysts on how to open/close tickets properly, when to communicate with users and how to escalate.

• Led the project to implement LDAP IDs for 150 Ramp Users – Amex forced Mystic to change to LDAP within 3 months. Citrix client upgrade was also needed for users. Successfully implemented with few issues.

• Supported the SAS9.2 Upgrade and helped in creating many new capabilities or resolved ones that were broken. Recreated user issues, resolved and trained users on resolutions one on one in most cases. Trained new contractor.

• Led the Ramp Password Reset evolution – users went from 5 days to 3 days and down to 30 minutes to reset a password – took over 3 yrs for the project managers to get all infrastructure and user projects implemented to allow for this opportunity.

• Jira - Assisted in configuring, helped in design phase. Created support documents and processes. Data cleanup, involved in the training, assisted in the design of Jiralite for the Capabilities Team.

• Followed slightly GMAR SDM issues during meetings and closely followed the urgent GMAR issues in the AM EDT.

• Took Introduction to SAS and SAS Programming I Classes.

• Successfully followed all Compliant AMEX Security classes for ONCOP. Understand and work with ONCOP teams as an on needed basis

• SFTP, file transfers, vendor’s issues was tedious to resolve and was able to find tools to allow us to see the files and filenames to allow for quicker resolutions to either the business or the vendor.

COMPUTER CONSULTANT 2005 - 2008

SYSTEMS ANALYSIS / PROGRAMMING/ 1ST , 2ND , 3RD LEVEL SUPPORT

Home Funding Group LLC - Mortgage Company – 300 employees – Managed 2 IT Employees.

• Systems Analysis and Design

• Used PMP Methodology for systems analysis

• Created to completion an application based on commissions for 250 Loan Officers all over east coast.

• Sales commission based on Mortgages Sold had to be in compliance with SOX

• Keep Owners and VP always informed with power point presentations.

• Gathered the requirements with the power users and managed 2 IT contractors for programming/support.

• Built Requirement and Design Documents and had them approved by management

• Tested Application with one Branch and got management approval to go into production

• Integrated all across the east coast – budget controlled – 4 Branches with Over 20 Satellite Offices

• Created a hotline for technical issues and created a support model for management and users to refer to.

• Trained the users, created guides and cheat sheets, reporting were furnished to corporate headquarters.

Mulvaney Mechanical INC – Senior IT Consultant

• Windows Server 2008 Network Management and desktop support

• Managed Security software

• Managed Licensing

• Timberline Software installation, upgrades and maintenance

• Backups and restores, Disaster recovery plans

• User training and support

• Managed Vendor relationships and ensured quality support

• Maintained Intelligent graphic printers, printer servers

• Managed DCHP,TCPIP and LAN configurations

• User Guides, Documentation

• Presentations to company officers

COMPUTER CONSULTING – PLANNING AND INTEGRATING PROJECTS - 1996-2004

CGI, / MONTRÉAL

Supervising helpdesk managers and their analysts/agents, integrating business processes and new capabilities or leading infrastructure projects was my successful challenges for many years. We handled multiply global projects in different environments with multiple helpdesk ticketing systems (Peregrine, Remedy and Heat).

DEVELOPMENT PLANNING AND INTEGRATION (NEW PROJECTS, NEW CLIENTS) 2001-2004

FIREMAN’S FUND, IMAGISTICS, BELL CANADA, BELL MOBILITY, BCH, PECHINEY, ALCAN – OVER 70,000 USERS

We successfully created as a team new business processes and integrated a new ticketing in International Markets to the helpdesk such as Fireman’s Funds, Imagistics Pechiney and Alcan. Based out of Montreal Canada our challenge was to gather technical documents, gain the knowledge to understand their data, plan and integrate every business capability to the Helpdesk Managers before launches. We worked with the Development team’s project from kick-off meeting up to the end of warranty. We basically created Support Models out of those meetings for CS Managers/agents/tech/Management and the users.

• Led the task force in Problem management processes, RCA’s, training for CS managers/agents and creation of support models. Led in resourcing and funding to the Helpdesk, we charged a minimum price per call/email. Ex $35.00-$75.00 per ticket recorded depending the issue type . A simple open/close ticket was a flat $25.00.

• We enhanced/created workflows as issues are raised and we increased dramatically our customer satisfaction “user experience” by using some new types of CS tactics. Customer Surveys and ticket metrics measured our successful implementation. Out of our long meetings we designed a new CS process and introduced a new ticketing system Remedy that CGI used for any new clients that does not have a useful ticketing system and was used for all of Bell Canada (40,000 users) . Led the Remedy Administrators, in charge of resolving technical issues and created New Requirements for the ticketing system Remedy.

• We achieved properly documented issues, awesome reporting metrics. Resolved the major re-occurring issues, insured the training of the users affected was executed and communicated efficiently. We had many statistical charts and even ceiling lights flashing red for outages. Our Reporting Tools and Metrics were spot on and Management could use efficiently these reports.

• Supervised the managers/agents and incorporated resolutions to known issues into a knowledgebase. We even introduced spying techniques on the agents using witness and trained the CS Managers how to use it. We also could listen in on the agent’s calls to make sure they are professionally answering the users calling in. we supervised the email queue communications.

Ex: Implementation of blackberries to Bell Canada VP’s and Managers (a company that had 40,000 employees). Successfully planned and integrated over 6 months after stalling the initial launch with the project managers that they initially intended for a few hundred users all at once and so it was re-planned to a couple dozen users to start and than a progressive launch to other users.. Blackberries was new and no-one knew how it worked, we videotaped the User education portion and educated to all of our agents ,their management and the users which were some managers and mostly VP’s. We created a hotline for the VP’s to call in on any issues and had a live voice to answer. Level 2 analysts were only allowed to answer – No new agents answering this call/email. ALL new users were sent a formal email with Customer Support/Helpdesk Instructions to report issues and how to report them also a user guide and a video session to go along with it.

TECHNICAL ANALYST – ` 1999-2000

BELL MOBILITY – 4,000 USERS

• Problem Management, Situation Manager, Data Analysis

• Documented root cause analysis and prioritized issues

• Specifics (Heat, Remedy, Peregrine)

Ex: On our shift we would get called in to solve a major issue we would coordinate the bridge calls with the tech teams for the recorded outage. The technical teams called in our conference call and we managed the situation through a process of elimination of the teams who were contacted and not required. Then a brain storm of the balance of the teams would happen to remedy the situation ASAP. We also communicated immediately to the user groups and management. Posted immediate notices on our banners and changed IVR greeting messages to avoid an overflow of logged calls. Once a few instances appear an outage or a high priority issue is recorded and watched.

2ND, 3RD LEVEL SUPPORT (INCLUDING MAINFRAME) 1996-1999

BELL SYGMA - BILL 2000 – OVER 6 CONTINENTS FOR OVER 50 CLIENTS

Bell Canada supplied a Global application that allowed companies to properly allocate their telephone costs per department and even down to the employee (Eg - catching employees that were doing PERSONAL lost distance calls, fraudulent activity was tracked down)

• in charge of Mainframe jobs (JCL) and the data downloads to international sites (ex: Japan)

• Scheduling jobs, restarting failed jobs, troubleshooting missed downloads, correcting JCL Code

• Helped in Debugging DB2 issues and did some COBOL maintenance programming.

• Created User Support Guides for Known Issues and educated users worldwide.

• 2nd line support for PC, Server, Network, Application and Mainframe support of Bill2000 Application.

• Started in 1996 and was In charge of email box to assign and distribute tickets to proper groups

BILLING EXPERT – RESPONSIBLE OF COMPUTER OPERATIONS, IT CONSULTANT 1989-1996

ACADÉMIE OLGIVY, MONTRÉAL (5 COMPANIES – 75 EMPLOYEES – 10 SALESMAN)

• MAINTENANCE PROGRAMMING, TECHNICAL SUPPORT AND ACCOUNTING (BALANCE THE CHECKS, DEBIT/CREDIT NOTES, PAYROLL BILLING EXPERT – HAD TO PREPARE BILLING FOR A MINIMAL OF $1 MILLION PER MONTH AND PREPARE COMMISSION CHECKS FOR SALESMAN)

SPECIFIC COMPUTER KNOWLEDGE

Ticketing systems: Jira, Manage Now, Heat, AR Remedy, Peregrine, Helpnow

Languages: SAS, SQL, MS Access, Visual FoxPro, Visual Basic, DataEase, HTML, Java, Turbo Pascal, Dbase

Software and Office Tools: MicroStrategy, SAS EG, Smart, Smart Select, ICM/MMDB, sFTP, PRDB, MRD, WIKI, Crystal Reports, MS Office, MS Project, MS Outlook, MS Backup, MS FrontPage, MS Exchange, Lotus Notes, ERP,CRM, Sametime, Visio, PC Anywhere, Netscape, Internet Explorer, WinZip, WinRAR, FTP, SMS, Zen Works, Tivoli, VPN, Witness, AutoCAD, Photoshop, Illustrator, Quark Xpress, Acrobat, QuickPen, E-Office, Timberline, QuickBooks

Telecommunications: LDAP, IVR, Voice Portal, Palm Pilots, Blackberry, CTI, Net Meeting, VOIP

Mainframe: COBOL, DB2, MVS, JCL, TSO, XCOM, VSAM, IIS

Security: Norton Anti-Virus, AVG, NIT, McAfee, Firewall, Spyware, etc.

Environments: UNIX, Windows 3.1/95 /98 / Millennium / 2000/ XP / NT, Linux, Mac, LAN, WAN, Terminal Server, Remote Desktop, Active Directory, Windows Server2000-3, Citrix Metaframe, TCPIP, Dos and Internet Technologies.

Hardware: Hard drives, Memory, Power supplies, Video cards, Printers, Modems, Digitizers, IGP, Routers.

Education Champlain College, Lennoxville - Data Processing (3 yr program) 1989

Hobbies/Sports Trained 100’s of referees, Professional Soccer Referee (12 televised games)

28 Years as a Referee, Martial Arts, Gardening, Fishing.

References available upon Request

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