Janice Anderson Email & Phone Number

Warranty Fulfillment & Call Center groups. Led a project to research and select a new Stratasoft predictive dialer and related CRM software for sales of aftermarket warranties and extended service plans. Project included RPGILE and COBOL software development for integration with several existing packages and home-grown software. Designed and developed extensive automated reporting system using Business Objects XI Crystal Reporting.

Contract work for Circuit City, later hired by client. Please see Circuit City description, above.

> Creation of a skilled ITIL-based Service Desk providing Level 1 and Level 2 support at first contact (24/7) for business critical hardware and software. > Re-engineering of Incident and Problem Management processes based upon the ITIL framework, including Service Desk call flow, escalation, follow-up, major incidents, problem identification, known error elimination and interfaces with other Service Management functions.> Successful implementation of Axios’ Assyst Help Desk and Service Management software. Integration of Assyst with pre-existing CRM software package.> Design and development of new KPI reports utilizing Business Objects Crystal Reports 6.0.> Implemented end-to-end ownership of incidents, resulting in continuous improvements in resolution rates for the Service Desk. During the last six months, incidents resolved within eight hours improved overall by 10%. PC Support improved to the point where 97% of fault calls were resolved within SLA requirements.

Development of department strategy and delivery of IT support services for North America. Management of IS Training Services for Shared Services and Operations personnel. Accomplishments include: Re-engineering Help Desk Incident and Problem Mgmt processes for North America and interfaces with other Service Mgmt functions. This was undertaken to incorporate the newly-adopted ITIL framework.  Continuous improvements in ACD statistics and resolution rates for the Help Desk. Of calls which never left the Help Desk, 86% were resolved within 1 hour and 93% within 24 hours. Achievement of ITIL Essentials Certification for all department employees. KPI reporting encompassing all service management areas in North America for the global Senior Leadership Team. Design and development of new KPI reports by location for all regions within North America. Multiple, concurrent global and regional projects, consisting of strategy development, project planning and execution.

In addition to above position: Responsible for security and integrity of all software applications running on AS/400 interfacing with multiple HP-UX systems. Accomplishments include: Director of the corporate shared services Training and Implementation Dept, which included (a) Management of applications software training staff, (b) Research, selection and contract negotiation for outsourced training on PC-based applications, and (c) Oversight of both technical and end-user applications software documentation.  Project leader for corporate Operational Effectiveness project which successfully evaluated and corrected problems relating to security, performance, data integrity, DASD management, s/w change control and systems utility programming.  Conversion from multiple AS/400 model 640s to a single model 730 with LPAR configuration. All AS/400-based applications and utility software upgrades.

Responsible for full project lifecycle design and development using RPG IV (ILE), RPG/400, SEU, SDA and RLU.

Responsible for systems integration of IMA’s Telemar CRM software for major clients (e.g., NordicTrack, Craftmatic, IBM Rochester accounts) utilizing RPGIII and RPG/400. Integration included other software owned by the client such as ACD/IVR software, Avaya and predictive dialing software. Directed teams of staff programmers and consultants.

Responsible for full project lifecycle design and development using RPG/400, RPGII, SEU, SDA, POP and FEU as well as BPCS manufacturing software

Responsible for directing all data processing activities of the corporation, including software design, development and support, hardware/software acquisitions, computer operations and data entry functions.