SUMMARY:

• Amdocs software and systems (Ensemble, Enabler, Turbo charging platforms)
• AS/400, Unix/Linux and windows operating systems administration
• Korn shell and Perl scripting in Unix/Linux environment.
• SQL/PLSQL/MSSQL database and querying to retrieve data from said databases.
• MS Office products including Project and Sharepoint
• BANNER ERP
• Maestro, Control M, Automic Applications Manager scheduling tools
• HP OVO, HP Sitescope, Amdocs Monitoring and Control, Oracle Enterprise Manager monitoring software

PROFESSIONAL EXPERIENCE:

Deployment Specialist

Confidential, Champaign, IL

Responsibilities:

• Build and execute detailed rollout plans that include detailed timetable of events, tasks, responsibilities and back - out plans.
• Communicate to customers and support staff the rollout plans, impact and testing needs.
• Coordinate functional, operational, performance and integration testing for production changes.
• Functions as a subject matter expert (SME) for the Change and Release Management processes.
• Promotes the understanding and adherence to change procedures and counsels IT staff regarding change management and change requests as needed.
• Develop an understanding of the overall infrastructure and the technologies used by enterprise applications at the university.
• Facilitate the day-to-day operational execution of the Change Management process (e.g. Change logging, prioritizing, scheduling, monitoring).
• Execute scripts and procedures in test environments and verify results with clients and requestors for sign-off.
• Execute scripts in production environments in support of the change management process.
• Migrate batch, web, and infrastructural components into production environments following AITS standards and procedures.
• Provide front line support for production processing, including monitoring, troubleshooting and migrations.

Technical Business Operations Manager

Confidential, Champaign, IL

Responsibilities:

• Production Management (ITIL Problem Management), Shift Management (ITIL Incident Management), Change Management (ITIL Request and Change Management), and Scheduling (ITIL Service Level Management) operations teams. (17 direct reports, including 2 Group Leads)
• Ensure the end-to-end performance of various services to meet service level expectations throughout the shift.
• Oversees infrastructure performance, business continuance and restoration plan that isolate problems and implement pre-planning alternative solutions to restore service.
• Develop, implement, and monitor performance measurements for production systems.
• Follow proper escalation procedure in case of production issue, and communicate issues to site senior management.
• Assist and participate in the development of service level expectations gathered by the SLA teams
• RepresentsDatacenter Operations to the other Amdocs units, consultants, vendors, and subcontractors with the authority to commit resources and other decision-making responsibility.
• Effectively lead and communicate with teams to solve problems, make decisions, manage change, take risk, and be innovative.
• Intentionally build good relationships with teams, and stakeholders at all levels (i.e., management, colleagues, and employees) using strong competencies to build trust, change perceptions, effectively communicate, and influence.
• Assists employees with career development planning, identifies and approves, and incorporates development plans for staff in day-to-day work.
• Responsible for maintaining and sharing knowledge of policies and procedures, hardware, software, and technical services. This can include on-the-job, attending courses or conferences, reading, research, and testing.
• Participate in the development and implementation of processes for moving new services and technologies into production and/or decommissioning old services.
• Collaborate with teams, stakeholders, and business partners to understand and implement improvement opportunities.
• Establish parameters for and monitors work quality and performance metrics; creates analysis and trending reports, and performancedatato allow ability to influence decisions effectively in areas such as cost recovery, operational, process, and service enhancements and/or improvements.
• Act as change manager during night hours insuring that the change management process was followed for all changes done during the nightly maintenance window.
• Manages the operations teams responsible for the ongoing monitoring, maintenance, repair, and operations of multipleDataCenters during nightly maintenance windows.
• Work closely with offshore counterparts in India
• Responsible for initiation of project kickoff meeting for 9 major telecom clients’ quarterly software releases. Minor monthly or bi-monthly builds would also be planned in the meetings.
• Define scope of work
• Identify key project team and other resource needs
• Generate business cases for any additional infrastructure needed
• Conduct planning sessions to establish effort for each of the 9 releases. Develop the master schedule by identifying tasks to be performed using MS Project
• Identify necessary requirements
• Create Work Breakdown Structure
• Identify deliverables and milestones.
• Conduct weekly status meetings to review and update the master schedule
• Identify risks to critical path tasks
• Perform resource management/usage analysis
• Perform cost management/burn rate analysis
• Review changes which would be submitted to the daily change management meetings.
• Review testing results
• Mitigate and manage conflicts
• Conduct schedule analysis and generate reports were presented to all stakeholders on a weekly basis and saved onto the project SharePoint site:
• One week look ahead schedule
• Resource allocation/usage analysis
• Burn rate analysis
• Cost analysis
• Critical path updates for each client
• Post initial project schedule and weekly reports onto the internal project SharePoint site.
• Attend change management meetings (ITIL methodology) to process change requests and identify risks to the release/build projects.
• Upon completion of the project, conduct a final review meeting to:
• Review and publish lessons learned
• Establish and assign action items to prevent issues for the next project.
• Archive the documents in Sharepoint
• Re-assign resources off the project
• Publish results of project to client

Data Center Operations Billing Scheduling Group Lead

Confidential, Champaign, IL

Responsibilities:

• Manage and Mentor Billing Scheduling Staff (6-8 direct reports at any given time)
• Continue to stabilize the Billing Processes to help get it to be below 24 hour monthly average
• Innovate and implement changes to process flow to accomplish the stability of the Billing Production runs
• Coordinate the implementation of scripts needed to fix billing issues and/or identify issues within the cycle
• Coordinate the implementation of code fixes, code releases and builds with Customer Operations Management team
• Focal Point for other departments interaction with Billing Scheduling
• Represent the interests of Billing Scheduling in interactions with other teams
• Document and maintain Procedures and Process Documentation to reflect how the department works
• Evaluate Individuals who are my direct reports
• Coordinate Work Schedules for Billing Scheduling personnel
• Track, and report on KPI’s for the Billing Scheduling group
• Work closely with and mentor counterparts in India on the Billing Scheduling Staff (Pune,India)

Senior Programmer/Analyst

Confidential, Champaign, IL

Responsibilities:

• Responsible for resolving any production job failures/rejections reported by scheduling groups and resolving them, escalating to Development when their support is needed.
• Responsible for monitoring 2G/3G MPS processes to ensure that all processes are running, and that any aborted files are corrected and processed. This includes correcting aborted and stuck files, fixing trigger files, and investigating why files are not being picked up by Main Driver, Collections, Guiding, and Rating, as well as monitoring space for these processes, and investigating files on the OLD MAF report.
• Responsible for testing and implementing the monthly Tax and Geocode software and CCMI file updates every month.
• Responsible for analyzing and answering inquiries related to Production from internal and external customers. Responsible for writing and maintaining scripts when needed in order to facilitate answering these requests. Responsible for escalating these issues to the appropriate development groups when needed.

Senior Billing Scheduler

Confidential, Champaign, IL

Responsibilities:

• Responsible for completing pre-billing analysis in order to identify potential billing problems before Billing begins for a particular cycle.
• Responsible for loading and managing all Billing jobs (Billing, Confirmation, End of Cycle, and SAS EOC) in the Ensemble production environment.
• Responsible for analyzing and answering billing related questions and queries presented by the Billing Operations team and other departments.
• Responsible for monitoring the Billing process for each cycle, handling known issues, and escalating any issues to the appropriate team for resolution when necessary.

Scheduler Datacenter

Confidential, Champaign, IL

Responsibilities:

• Responsible for managing all batch and billing jobs running in the Tris and Ensemble production environments. This includes the regularly-scheduled jobs (Billing, payment, backup, EOD batch jobs in the Ensemble environment and includes Billing and Message Processing jobs in the Tris environment) and any special jobs (reruns, By-Request jobs, table distribution, etc.).
• Responsible for monitoring (via VPO) the status of Ensemble production systems, applications, servers, networks, and disk space usage.
• Responsible for responding appropriately to failures, errors, and aborts for both above production jobs and production systems (and escalating when necessary).

Master Production Scheduler

Confidential, Danville, IL

Responsibilities:

• Responsible for maintaining and administering the master production schedule (MPS) encompassing eight aerosol production lines and three liquid production lines.
• Responsible for entry, tracking and maintenance of Manufacturing Work Orders including implementation of Engineering Change Orders (ECO).
• Responsible for tracking production schedule reliability and evaluation of processes to improve production.
• Acted as a liaison between production department, customer service and purchasing departments in all matters pertaining to the Master Production Schedule and Material Planning.
• Responsible for expediting material components from the warehouse and vendors to the shop floor and tracking the usage of said components during and after the production process.

Customer Service Representative

Confidential, Danville, IL

Responsibilities:

• Supported and represented customers in Texas, Louisiana, Oklahoma, New Mexico, and Colorado representing 120 million pounds of volume.
• Responsible for quotation & contracting of commodities for customers in sales area.
• Standardized gross profit margins in sales area and maintained gross profit margins.
• Responsible for standardizing contracting procedures for Foodservice Division.
• Responsible for administration and support of Customer base and Outside Foodservice sales division.