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Call Center Specialist Resume

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PennsylvaniA

SUMMARY:

  • Application Developer with over 40 years of experience in Mainframe Development, Design and Maintenance
  • Experience in multiple domains: Government Contracting for Defense Communication Agency, Patent and Trademark Office, Office of Management and Budget and Department of . Nongovernment offices such as Freddie Mac, Confidential, Confidential and Wireless, AMS, CONTEL, and Symantec
  • Working knowledge with CMM Level 5 SDLC processes and Waterfall SDLC methodology and Agile Methodology
  • Outstanding Technical and Analytical skills, with extensive knowledge and 40 years hands - on in languages such as COBOL, JCL, and CICS using structured programming techniques and Confidential Mainframe Systems
  • Hands on experience and knowledge in VSAM, ADABAS, IMS and DB2, DB2 Stored procedures and expertise in SQL queries
  • Having good working knowledge in CICS
  • Hands-on experience in Batch Capacity Optimization, Database Optimization, Program Performance Tuning techniques
  • Extensive experience in Z/OS, Windows Operating Systems
  • Extensive expertise in analysis, design, unit/Integration testing and troubleshooting of various Mainframe applications and also on QA Batch Support
  • Defined and created various functional/system documents for the application systems to be developed such as Business Requirements Document, Systems Requirements Document, Design Document and RTVM Document.
  • Excellent presentation, organizational, communication and business writing skills.
  • A good team player, result oriented, self-motivated and able to work with minimal guidance.
  • Experience Project Manager managing medium size team with onshore and offshore, worked as a Technical lead for multiple projects
  • Experienced leader as well as mentoring Junior Team members/New comers
  • Experience in conducting Technical & Functional sessions for the larger group/team and business partners
  • Ability to work under continual deadlines and constraint
  • Experienced as 24/7 on call defect resolution

CORE COMPETENCIES:

  • Application Developer
  • Technical Leadership
  • Program Management
  • Project Management
  • CMMI Methodologies
  • Waterfall Methodologies
  • Database Management
  • Strategic Planning
  • Team Leadership &
  • Testing & Reporting
  • Regulatory Compliance
  • Cross-Functional Collaboration

TECHNICAL SKILLS:

Programming Languages: COBOL, JCL, SQL, SAS, CICS

Application Development Tools: Syncsort, File-Aid, VSAM, Xpeditor, TSO/ISPF and MVS, CA7, Tracemaster

Databases/File Management system: IMS,DB2, VSAM, ADABAS

File Transfer Tools: SFTP, FTP, NDM, Connect: Direct

Version Control Tools: Endeavor, ISPW, Librarian

Test Management Tools: Rational Tools Set

Operating Systems: MVS OS/390, Z/OS

Ancillary Skills: MS Project, MS Visio, MS Office, MS SharePoint

SDLC: Agile Methodology, Waterfall Method, Top-Down Method

WORK SUMMARY:

Confidential, Pennsylvania

Call Center Specialist

Responsibilities:

  • Senior develop and /technical lead to maintain and enhance Freddie Mac legacy applications.
  • Worked with business partners to develop Business Requirements
  • Worked with Business Analyst to interpret Business Requirements into System Requirements
  • Developed and presented Design Document to business partners, team members, test team
  • Develop Work Flows and assigned work as required
  • Worked within and without department to organize and develop the necessary plans for deployments
  • Application SME for mortgage modifications, sort sales, and delinquent loans which entails interpreting the business functionality into working code.
  • Supported Performing Loans revenue applications
  • Wrote documents for contractors new hire personnel
  • Freddie Mac IT is time critical and US government driven allowing US citizens the opportunity to keep and remain in their homes using government programs such as HAMP, HARP, NACA, etc.
  • Freddie Mac (and its sister company Fannie Mae) hold approximately 80% of the home loans in the United States.

Confidential, Vienna, Virginia and Gaithersburg, Maryland

Systems Engineer, IT Architect, Project Manager and application developer

Responsibilities:

  • Trained and gained expertise in different job categories including application developer, project manager, systems engineer and change manager
  • Application developer on the Confidential & Wireless contract
  • Team Member supporting Confidential Global Business Services (GBS)
  • Involved in the transition multiple legacy systems from the Confidential infrastructure to the Confidential /InfoPrint infrastructure.
  • Delivered on System Engineering Methodology work products to include Business Requirements (BRS), System Requirements (SRS), Requirements Traceability and Verification Matrix (RTVM) documents.

Confidential, Vienna, Virginia

Senior Systems Analyst

Responsibilities:

  • SME on how call data transitioned into mainframe, translated from telephone to EBCDIC
  • Designed duplicate processing applications for different call centers, domestic, international and home grown so as to not bill customer more than once per call
  • On call for this 24/7 application
  • SME on the Y2K transition

Confidential, Dallas, Pennsylvania

Application Developer

Responsibilities:

  • SME on the front end processing
  • Present and explain how the call transitioned from cell towers to bill for new clientele

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