Resume of IT Professional

Title
IT Professional

Primary Skills
eCRM implementations; technical writing; PRPC Certified Architect

Location
US-IL-Chicago

Posted
Mar-05-07

Professional Experience 2005 -- Present Agora Group Atlanta, GA.
Principal Design Architect -- Technical Specialist
Design architect specializing in eCRM software implantation. Contributed to implementations at State Farm Insurance, Willis Insurance, and General Electric Power Systems.
2001 -- 2005 Pegasystems Cambridge, MA.
Global Customer Service -- Technical Specialist
Technical support representative, responsible for resolution of software issues for production-level customers as well as pre-production implementations. 24x7 on-call support for entire customer base, including Puerto Rico, Europe and Asia/Pacific. First after-hours on-call technician for American Express, Bank One, Bank of Oklahoma, Citigroup (formerly Sears Card), Comerica Bank, Compucredit, Harris Trust and Savings, Huntington Bank, Sears Canada, Toronto Dominion Bank, and US Bank.
1998 -- 2001 Pegasystems Cambridge, MA.
Professional Services Consultant -- Design Architect
Managed multiple project segments including requirements analysis, planning, design, and implementation. Provided ongoing consulting services to both new and established customers, ensuring continuing business benefit and optimal use of system. Acted as a reference point for other staff on key design and functional / technical questions.
1996 -- 1998 Bank One Chicago, IL.
Senior Programmer Analyst
Primary architect and project leader in an effort to automate the international money transfer department at Bank One (formerly First Chicago NBD). The resulting system was initially deployed in New York, and later rolled out to users in Chicago, Singapore, and Hong Kong. Documented user requirements and process flow requirements. Defined, designed, and documented system architecture and user interface. Managed Y2K testing. Led project definition and design engagement in London, England.
1989 - 1996 Trans Union Corporation Chicago, IL.
Senior Business Systems Analyst
Primary workflow architect, documentation specialist, and project leader for specialized RAD team with multiple systems and documentation projects. Implemented and maintained service request entry system for use by 300 users in US (including Alaska and Hawaii) and Puerto Rico. Arranged and conducted user training for corporate users and satellite offices in California, Pennsylvania, and Chicago. Never made it to Hawaii or Puerto Rico. Editor of 'Carbon Copy' newsletter, a monthly publication that addressed issues related to proper maintenance of regional credit reporting databases

Technical Support Representative
Senior Customer Service agent in primary call center, handling 40-50 inbound calls per day. Technical support for remote database managers. Software support for remote access products used to format credit report data. Escalation point for Severity Level 1 issues involving high-volume data processing/data access clients such as Sears, First Data Resources, and Total Systems.

Database Manager (Des Moines, Iowa)
Managed credit reporting databases for Iowa and Western Illinois.

Community activities
Volunteer participant in the work of Jehovah's Witnesses, a non-profit, Christian organization. Activities include:
• Person-to-person ministry
• Participation in public speaking course
• Volunteer construction work for meeting halls
• Other responsibilities as assigned
Education 1983 - 1986 Dunbar Vocational Career Academy Chicago, IL
Computer Applications
• Graduate, ranked 9th in class
• Honor student
• Awarded 1st place in citywide technical drafting competition
• Awarded 1-year internship at IBM (Chicago sales office)
Technical Skills • Certified JavaScript programmer
• Expertise in PegaWORKS and PegaRULES suite of products
• Proficient in use of TSO and related mainframe tools
• Understanding of LAN/WAN environments
• Working knowledge of Unix, Linux, AIX Unix, and Windows
• Understanding of Java, C++, Visual Basic, and PL/1
• Working knowledge of JCL, CLIST, File-Aid, and related tools
• Practical knowledge of telephony and computer/telephone integration (CTI)
• Expert technical writer (examples available upon request)
• Knowledgeable and experienced with TCP/IP, DNS, Ethernet, routers, switches and other network equipment
• Proficient in Microsoft Office 2000 / XP Office Suite
• Experience managing Apache, Tomcat, Websphere, MS IIS, and WebLogic web servers / containers
• Experienced with Oracle 9i, MS SQL 7 and 2000 for database management tasks
• Experienced with Internet and HTML, CSS Style sheets, and programming terminology for website development support (i.e., XML, JSP)
• Familiar with VPN clients and remote desktop support tools such as Nortel Networks, Cisco VPN, PC Anywhere, MS Terminal Services/Remote Connection, and Sunbelt Remote Administrator

Certifications
PegaRULES Process Commander


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