Mark Deforest Email & Phone Number

Cleveland/Akron, Ohio Area

Problem/Incident management for External Data. Responsibilities include:• Manage the ExD Incident Inventory• Manage the ExD Problem/PKE inventory• Manage the ExD Top Problems Spreadsheet• Lead BI-Weekly Problem Review with the business leaders• Lead Weekly Problem/PKE status meeting• Lead/Assist Root Cause Analysis for Problems and Incidents• Analyze Incident and Problem Remedy data to determine where “big picture” issues might exist• Audit all Remedy data for accuracy – Categorizations, Relationships and Work DetailsApplication Programmer Responsibility• Mainframe Cobol/DB2/CICS programming

Created and maintained batch, CICS and SmallTalk business applications to support the Transport Support System (TSS) and the Intermodal Billing system. Trained users on using new Intermodal Billing systems. Technologies and software used: COBOL, CICS, SmallTalk, VSAM, DB2, PanValet.• Supervised 14 employees across 12 teams making system changes for Y2K compliance.• Increased billing accuracy of the Intermodal Billing System 38%, increased collections by $600,000 a month and decreased customer billing errors by increasing the “tracking points” of Intermodal units.• Decreased on-line input errors 22% by developing and implementing a new Smalltalk based On-Line system and replacing the old CICS based system. • Trained users in 3 states to use the new Intermodal On-Line system.• Upgraded Windows Operating system in 4 rail yards for Y2K compliance

Programmed and maintained Agent’s Pay system.Technologies and software used: COBOL, JCL, CICS, SmallTalk. • Doubled the payment levels of the Agent Pay Compensation system from 7 levels to 14 levels by making changes to the current pay system to “piggy back” a second set of 7 commission levels stored in a new VSAM file.• Decreased the Agent Pay Compensation batch cycle from 8 hours to 3 hours by separating the VSAM agent master file into company specific VSAM agent master files. This allowed the pay system for each company to read only the agent master records that were specific to that company instead of all the agents from all the companies.• Created and executed a training program to convert mainframe programmers to Client Server programmers.