Richard Spitz Email & Phone Number

Herndon, Virginia

Formerly DXC, HP Enterprises (merged into the new company)Support the Single Asset Management System (SAMS) for the Department of Housing and Urban Development (HUD)

Washington D.C. Metro Area

New company, same responsiblities

Working for the Department of Labor, OSHA DIT. Provide IT support for several mainframe systems.

Member of the First Call Resolution team, a team of IT professionals charged with helping to improve customer satisfaction, by resolving issues as quickly as possible, while working to identify any long term solutions that would proactively prevent issues in the future. Worked onsite at call centers with frontline customer service representatives, researching and resolving customer complaints, often using internal IT tools not available to reps. Worked as a liaison between call center personnel and the back end IT teams. The goal was to make sure that knowledge gained directly from working with customers was used in evaluating system performance.Produced root cause analysis for all complaints, trying to determine if there were systemic solutions that IT could address.Our work was considered vital in reducing customer churn, increasing customer satisfaction, and meeting critical revenue projections. Issues resolved quickly resulted in customers who were less likely to consider changing vendors. Issues that can be resolved before the customer becomes aware of them, results in fewer complaints. The overall goal was to make the customer a promoter of the company.

Languages (VS COBOL II, Natural, CICS, SQL, Eztrieve, OS/JCL)Operating systems ( MVS, OS/390, and Z/OS)Environments (TSO/ISPF/PDF)Experienced with databases (DB2, Adabas, VSAM)File manipulation tools (File-Aid, Insync, Syncsort)Job scheduling tools (CA7, ESP)Library Management tools (Endeavor, Panvalet)Data transmission tools (NDM, FTP, registry)Used Microsoft Office products to create system documentation (Access, Excel, PowerPoint, and Word)Database tools (QMF, SPUFI)Core expertise includes; System Development Life CycleProject ManagementSoftware DevelopmentQuality AssuranceDatabase Development and DBA SupportProduction SupportIssue ResolutionTroubleshootingEnd User SupportReporting and Data Extract

Worked as both a team lead and a developer for the Fulfillment and Correspondence systems, providing MCI with one stop fulfillment for products and services for all marketing segments, including residential, business, small business, and local customers.Worked on all phases of the life cycle, including production support and quality assurance. Supported the Service Level agreements negotiated with clients.Wrote analysis and design documents.Coded and tested new and updated software.Participated in all phases of the testing process.Participated in the implementation and post-implementation process, making sure that all releases contained zero defects.Over 50 major implementations since 2000.

Worked as a programmer/analyst for the order entry, provisioning, and billing systems.Worked with client systems to produce requirements for all scheduled releases, and any necessary production issues. Produced the analysis to create the detailed design documents.Wrote and tested software.Helped create test plans as part of the UAT team.Implemented software releases. Supported the post-implementation process.Member of the on call rotation, providing 24/7 coverage for time critical applications.Supported major projects, such as the opening of several new data centers, database conversions needed to support new systems, and new marketing initiatives such as "Friends and Family".

Supported several contracts, among them the Dept. of Energy and the U.S. Marines, in both an on-line and batch environments. Accomplishments included rewrite of several statistical publications, and design, development, and implementation of a new accounting, budgeting, and reporting system.Was selected for in-house program that resulted in placement as a programmer.

Bachelor'S Degree, International Relations And Affairs

Bachelor Of Arts, International Relations

Classes in C, C++, javascript, Project Management