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Sr. Service Delivery Manager Resume

SUMMARY:

To join an organization that provides employees with challenges and interesting work assignments. To provide the organization with my capabilities and talents and help to ensure the success of their projects and initiatives and help guide the organization towards effective strategies using technology.

TECHNICAL SKILLS:

Platforms: Mainframe 3090, AS/400, NT, and Web

DBMS: SQL Server, MS Access, Sybase, IMS, DB2, Rbase, Dbase, and FileMaker

Languages: Cobol, Assembler, RPG, SQL, VBA, Visual Basic, SQL, HTML, JAVA Script, PL1, and MARKIV

Mainframe Tools: MVS, VM, CMS, VSAM, CICS, and TSO/ISPF

REPORTING TOOLS: Crystal Reports 9 & 10, BEX, Xcelsius

PC Tools: MS Office, MS Project, Filemaker

Case Tools: LBMS Systems Engineer, LBMS Process Engineer, ERWIN

Date Warehouse: MS BI Suite, SAP/BW, Essbase

Data Modeling: ERWIN - Both relational & Dimensional Modeling

PROFESSIONAL EXPERIENCE:

Sr. Service Delivery Manager

Confidential

Responsibilities:

  • Managed the processing of over 20,000 monthly transactions.
  • Created numerous production reports to increase productivity, increase accuracy, and reduce the amount of risk associated with processing errors.
  • Incorporated performance metrics into the evaluation of individual processors
  • Created many metrics, reports and queries for interfacing areas to help productivity and collaboration
  • Developed and Implemented process improvement applications
  • Relationship manager for client teams we supported, offshore processing support, and vendors we used internally

Director, Analytics & Reporting

Confidential

Responsibilities:

  • Provided daily, weekly, quarterly and yearly reporting to over 70 SBUs within Confidential
  • Enhanced the Analytics area by using office tools to automate the process
  • Designed, created, and implemented a company scorecard used by upper management
  • Created special reports using in - house tools such as Access and Excel for senior and line management
  • Designed performance reports that monitored key areas continuously
  • Managed the outsourcing of the area to India

Application Owner (Data Quality)

Confidential

Responsibilities:

  • Managed a team of 20 onsite developers and 30-40 offshore developers.
  • Managed the Data Quality area and its projects
  • Controlled over 30 projects of all sizes
  • Worked with COGNOS on their Series 8 product
  • Helped the head of Business Intelligence (BI) to establish better procedures
  • Established a collaborative process between business analysts and my developers
  • Met with the CIO frequently to discuss BI strategies.
  • Worked with our German parent to prepare for consolidation

Manager of Business Intelligence and Desktop Applications

Confidential

Responsibilities:

  • Managed the implementation of SAP/BW 2.0B integration with SAP/ERP 4.6.
  • Managed project to implement the MECA travel company into SAP/BW. Accomplished this in 6 weeks.
  • Re-architected the SAP/BW architecture to included the use of the PSA, ODS, and aggregation functionality of BW which reduced downtime significantly and increased the application’s performance.
  • Managed the BW 3.0B upgrade
  • Developed monitoring function to monitor queries and reduce their run times.
  • Developed a hybrid of the SAP ASAP methodology which is now much more effective in managing data warehouse projects.
  • Trained permanent staff to reduce area’s need for consultancy.
  • Presented Business Intelligence concepts to over 200 MECA managers.
  • Created better change management processes between SAP/R3 and SAP/BW teams.
  • Established Best Practices for the entire area.
  • Responsible for supporting and developing all desktop application.

Senior Consultant

Confidential

Responsibilities:

  • Managed Prudential’s CRM (Customer Relationship Management) initiative.
  • Directed the area’s program office. Mentored project managers and controlled all area projects
  • Lead Campaign Management, Leads distribution, Customer Profiling, Suitability, Web development, and Infrastructure projects
  • Created a logical model for Leads Management
  • Created many software programs to verify data integrity of source systems
  • Worked with DBAs to transform our Logical models to Physical models
  • Developed Business Objects technical specifications for static reporting functions
  • Designed Dimensional Models to support current and future Marketing reporting requirements
  • Lead backend developers in design and development of a prospect maintenance system
  • Implemented a flexible dimensional reporting scheme to meet current reporting requirements
  • Conducted JAD workshops to determine correct process for Financial Advice Systems
  • Frequently requested by upper manager to mentored projects and project managers
  • Identified weaknesses in the DB2 Enterprise Customer Information Warehouse (ECIW) Schema

CIO

Confidential

Responsibilities:

  • Defined, developed, and managed the development of an Essbase Data Warehouse that supported the Financial, Sales, and Marketing areas of the firm.
  • Developed a New Product Development ( Confidential ) system in VB and SQL Server 6.5 to support the new process.
  • Analyzed, developed, and administered a Customer Profiling database which supported Marketing and the company’s sales force.
  • Developed SLAs with our primary vendors.
  • Developed and implemented a Year 2000 strategy, which was successfully completed within 18 months.
  • Implemented cost reduction programs that decreased expenses by approximately 15%.
  • Implemented a client/server demand-forecasting package that interfaced with the company’s MRP system.

Director, Information Technology

Confidential

Responsibilities:

  • Managed a Data Warehouse project for business strategic analysis based on retail sell-through. DW architecture consisted of HP/Unix, HP Servers, AS/400 legacy systems, Oracle database as DW engine, and Business Objects was the querying and reporting tool. Created data models for finance, sales and marketing, customer profiling.
  • Created a data model that supported the Customer service business requirements.
  • Consolidated and reconfigured Token Ring and Ethernet networks and servers to operate more efficiently.
  • Managed several major development projects, including a project to automate the apparel sales and reporting processes with CAD and teleconferencing.
  • Developed and implemented an application support function that included new organizations and procedures in IT. This model ensured that 200 application developers had the level of support that they needed from IT to deliver applications as required.
  • Developed an MIS Strategic Plan by facilitating sessions with key stakeholders. Presented the plan to the President of the company for his approval prior to implementation. This resulted in a major reorganization of the IS department and a more organized approach to developing systems in a cost-effective manner.
  • Established a program office to control the quality of all projects within the department.
  • Mentored all project managers within the company (approx. 15) and instructed them in more effect project management principles and methods.
  • Instituted a Development Center to implement and assist the development staff in the use of Project Management and Development methodologies. This was very effective and helped us to achieve significant progress and proficiency in Project Management.
  • Developed 11 SLAs with our internal customers and 8 with our major vendors.
  • Approximately $3 million yearly. This was achieved through vendor negotiations and eliminating redundancy and obsolete equipment and software.

Director, Applications Development

Confidential

Responsibilities:

  • Developed, wrote, and implemented a system called “Speed Stock” that significantly reduced the company’s inventory and transportation costs, resulting in over $2.5 million savings per year. The system was developed use a RAD approach and prototyped in RBASE. After prototyping it was written in COBOL and DL1 and placed on the mainframe.
  • Led the project to re-architect and replace all mission critical systems of the firm. The project was called Platform 2000 and was implemented after three years and significant effort. The current systems were Assembler and COBOL systems using VSAM, BDAM, and sequential flat files. The re-placement system was a COBOL/CICS/DL1 based system that supported four service centers, two consolidation centers, and a Marketing and Technical Center located throughout the country. Eventually, it also supported other Company acquisitions.
  • Was directly responsible for the “cleaning up” of the company’s data. This was a significant help with the successful implementation of the Platform 2000 project.
  • Worked closely with inventory management and warehouse personnel to create a random warehouse process and to establish a consolidation center that was extremely cost effective for the company. The company’s inventory was in excess of 120 million units per year with a 20% return ratio.
  • Instituted Structured Analysis and then Information Engineering as the development approach.
  • Implemented LBMS’s methods of software development.
  • Installed and implemented RACF on a 3090 VM/MVS mainframe.
  • Managed the project to transform the static warehouse system to a random warehouse system. Included were receiving, stowing, picking, shipping, returns, inventory management, and accounting functions.
  • Managed the MSA A/P implementation project that supported 5 separate A/P departments.
  • Created the company’s buying formula. This software purchased 150 million books yearly.
  • Established a structured approach to requirements gathering using JAD facilitation. This approach created excellent System Requirements Specifications as well as achieving much better user commitment to our projects.
  • In addition, directed the companies Operations Analysis and Inventory Management areas.

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