Mike Palmisano Email & Phone Number

Phoenix, Az, Us

Phoenix, Arizona, United States

Phoenix, Arizona Area

Project CiNERGY - Implementation of CC&B - Oracle based Customer Information SystemWorking as a SME for the APS CIS application, I have been focused on converting the existing customer bills from CIS to CC&B. Maintaining the existing bill format while converting the billing data from a DB2 mainframe application to the Oracle based CC&B has been a valuable learning experience. The transition from a MVS flat file to a XML file had been the biggest challenge, but the added flexibility and increased accuracy and quantity of billing determinants are giving APS and their customers the very best consumer experience and customer service possible. Billing Subject Expert.

APS ITBS - CIS Application Support team.

Mainframe DB2/COBOL developer, contracted through Technisource Inc. for the CVS/Caremark Medcicare D Beneficiary Enrollment System.

Credit Authorizations Systems 2007 - 2009Led both TPF and MVS technicians, working closely with business partners to develop innovative applications and solutions for the Plastic Authentication and Risk Assessment related applications. Provided technical leadership that improved processes and applications to reduce project cycle time by 30%, and promoted increased customer/user satisfaction by 50%. Facilitated technical and management level meetings to establish and review project specifications and results. Conducted Voice of the Employee and Voice of the Customer exercises to identify and resolve issues to improve both employee and customer satisfaction surveys by over 25%. Managed a portfolio of $3.5 MM for Plastic Authentication and Credit Authorization. Led a global team of up to 10 technical professionals that completed 12 projects on time and under budget.Expertise in performing project administration (such as time and cost monitoring, issue management, status reporting), managing and directing team activities from both a strategic and tactical perspective, and making key project recommendations and decisions.WWCAS MVS Global Re-engineering SME - Department Black Belt 2002 - 2007 Initiated and managed application and processing improvements in Credit Authorizations System for operating procedures, regulatory guidelines, and mainframe processing applications.Trained Six Sigma Green Belts and Managed department re-engineering efforts for technical teams to maintain focus on customer satisfaction while reducing processing cycle time and cost. Conducted regular brainstorming exercises with technicians to gather feedback on current projects which identified and generated new process improvement ideas. Completed 29 Six Sigma Improvement projects. Simplified departmental operating procedures and reduced the cost of Credit Authorization applications and processes by over $32 MM.

Introduced and implemented the development of risk assessment and processing reasonability models. Acquired significant experience in both problem resolution and process improvement. Implemented risk modeling to the New Account applications processing, and introduced risk modeling for both credit and fraud into the Credit Authorizations Systems. Developed reasonability processing to eliminate the number of invalid or incomplete files processed. This improved scheduling and processing times of downstream applications by 80%. Leveraged Continuous Process Improvement, and the use of Six Sigma to re-engineer procedures, processes, and applications to reduce cycle time and cost.

Worked diligently in computer programming and data analysis. Learned the metrics associated to processing cost and efficiencies, along with the impact of customer satisfaction to the brand. Worked in various roles as a result oriented application tester, data analyst, and programmer.