Rodney Linderman Email & Phone Number

Philadelphia, Pa, Us

Oversaw the collection of data from customers. This activity was facilitated by the use of templates which I designed.Analyzed data from customers and created comprehensive headcount reports, using pivot tables, detailing the number of employees, their locations, and job titles. Created Process Flow documents using Visio which detailed every step of data collection and data loading processes.Scrubbed data from customers, removing errors and finding anomalies. Worked closely with customer to resolve any issues which may have arisen form incorrect or questionable data. Created and maintained a Data Dictionary which showed each piece of data collected, the form on which it was collected, the person or organization who supplied the data, and the relationship that data had to other data collected.Oversaw the loading of data into our Enterprise Resource Planning system. Worked closely with our Customer Care organization to develop new forms and refine existing forms to facilitate this process.Created customer profiles within Supplier Relationship Management.

Ensured that service levels are not adversely compromised as a result of change or the change process as well as ensuring changes meet stringent, FDA approved, SOP guidelines focusing on the particular concerns of the IT, Marketing and Sales, and R&D divisions.Worked with the Service Change Manager, Service Performance Managers and the Demand Managers to ensure that new services and changes to existing services are implemented reliably to meet the changing needs of the customers, while causing minimum disruption to business operations.Participated in the Escalation process as a single point of contact for all of AstraZeneca North America incidents such as server or network outages, as well as designing and maintaining the database tool to track and report on escalations.Assisted in the crafting of communications to alert the user community of upcoming planned downtimes and changes in application functionality.

Monitored Real Time Problem Analysis tools and advising a community of approximately 1,500 users on the proper procedure for logging, updating and concluding incidents Maintained a Lotus Notes database of high level incidents.Extracted information and created reports using Business Objects and Hyperion's Brio to track user compliance with Change Management policies Maintained and improving Problem Management Web Sites using Microsoft FrontPage, HTML, and Java Script.

Built and Maintained, using Microsoft Access and utilizing my knowledge of ODBC connections and Structured Query Language, a database of users of site-specific Change Management monitoring software. Created and maintained accounts for approximately 2,200 clients.Extracted information and created reports using Microsoft Access and Hyperion's Brio to track user compliance with Change Management policies Maintained Change Management Web Sites using Microsoft FrontPage, HTML, and Java Script. Provided information and advice related to Change ProcessDesigned software tools, using Microsoft Access, Excel, and Visual Basic, to enhance the collection of the Change Management related data and to export that data in report format.

Moderated application kickoff meetings to insure that the correct information was gathered and deadlines were agreed upon.Advised Change Coordinators on application requests and their impact on the AstraZeneca environment.Worked Install Developers to ensure timely and accurate completion of their assignments.Worked with outside application developers to insure that applications are compatible with AstraZeneca environment.

Facilitated the Change process between IT and various process areas as it pertained to Windows 95 desktop configuration management; automated software roll out methodologies using WinInstall, manual software QA testing and communications. Aided in the development of plans to guide departments through the change process, which included the design, development, and implementation of systematic software changes. Specific duties related to enterprise rollouts included: Automating and coding software installations to users using the aid of WinInstall and WinBatch tools. Many of these installations were enterprise wide initiatives. Provided configuration management by analyzing the impact of changes to client's core configurations such as .DLL and REGISTRY conflicts. Recommended changes to installation routines as needed and re-tested the basic functionality of applications in coordination with the application teams. Fulfilled ad hoc requests from application support/development teams, such as coordinating PC and application setup for testing or training. Worked with team leader and the IT communications team to prepare process areas and IT areas for application rollouts and upgrades through Lotus Notes shortcut, network login script, and CD-Rom.

Provided software support for a variety of applications; administered quality survey, and maintaining web sites.Member of the Incident Management Team, handling approximately 40 to 50 calls per day, with above 75% first call resolution, exceeding help desk service level agreements.Technical Lead on help desk responsible for mentoring junior members of team, handling sensitive calls and interacting with senior management on escalated calls.Designed, maintained & supported Technical Tips database for user community, utilizing Lotus Notes and web enabling tools.

Application Development Program

Computer Electronics Technology Certificate, Computer Electronics Technology Diploma

4.0 GPA. Perfect attendance record.

Political Science/Public Administration