Defines, develops, and documents corporate and technical processes. Supports response efforts to customer audits.• Managed remediation team efforts to draft response to report from major customer audit.• Creates written and videotaped materials for production functions,• Continues in support of custom variable-print technical processes.• Develops training materials for custom processes.

• Analyzes, develops, and maintains business processes and procedures.• Provides end-user software / network / hardware support.• Participates in technical projects.

• Processes new-client application set-ups• Performs product demonstrations• Investigates product functional & technical issues• Provides business technical-functions support

Technical Services Support• Serves as PC/Desktop/IT/technical support for facility staff• Serves as facility liaison to corporate IT Help Desk• Served as facility technical point of contact for multiple technical integration projects following acquisition by CVS• Serves as on-demand technical support to facility General Manager• Provides telephone, printer and PC equipment support• Initiated efforts to document processes/procedures and the methods to organize them• Developed & maintain amplified call-logging application to multiple teams• Implemented data-gathering & reporting processes for controlled-medications report• Designed and maintains enhanced database for facility data• Leveraged past DRA experience and involvement in outage incidents to document and propose review of facility DRA procedures• Automated creation of a facilities delivery report via skills and resources pursuitTriage Technician• Processes and prioritizes prescription refill requests• Engages pharmacist and controlled-medication-department support as needed• Supports telephone Q&A activity• Manages electronic document workflow• Investigates and resolves patient special-needs issues

• Processed front-counter and drive-through patient prescription and OTC purchases• Hand-selected to implement manager-directed patient acquisition strategies• Recipient of several corporate citations as sent in by patients for superior customer service• Led training and integration of new assistants• Processed standard refill requests• Supported maintenance of pharmacy supplies and stock returns• Managed in-person and telephoned patient questions• Supported pharmacists and pharmacy technicians as required

Conducted and supported data-gathering efforts as part of a review of quality and maturity of client company's ITIL processes.

Support of third-party & internally developed software tools, primarily SCM tools; Linux desktop support; software lifecycle management support.Significant accomplishments:• Manager of federated ITIL Definitive Media Library (DML). Created data-gathering processes from multiple software databases to create new DML database. Assisted with creation of DML maintenance procedures. Published white paper on the DML development. • Project Leader for Linux desktop program. Created a knowledge base application along with training materials, Web-based procedures, backup procedures, and handling vendor relations and management reporting. Resolved a number of issues relating to Windows-vs.-Linux tools. Researched Outlook-vs.-Evolution email issues. Worked with Linux admins to manage deployments. Recognized as a consultant on OpenOffice Calc. Received regular high marks from users for quality of support.• Developed & conducted tools evaluation study, helping to lead to $200K contract savings. Created user testing pool, designed & developed evaluation scorecard for testers, and wrote summary report on the study.• Supported & expanded internal mainframe SCM tools. Developed an application for restoring source-code libraries. Participated in annual disaster recovery drills to test and improve programs. Interfaced with users for technical & functional support. Received regular high marks from users for quality of support.• Learned ASP during support of software acquisition & management application. Suggested & developed new functions for application. Recognized as consultant on the application & policies governing its use. • SKILLS USED: MS WORD/EXCEL/POWERPOINT/OUTLOOK, OPENOFFICE WRITER/CALC/IMPRESS, EVOLUTION, OFFICE, SHAREPOINT, TSO/ISPF, CHANGEMAN, RED HAT ENTERPRISE LINUX, GNOME, KDE, z/OS, JCL, OPC, TPX, ROSCOE, RPF, QUIKJOB, QUICKJOB, CA-VISION REPORTS, DMS, CA-DISK, PANVALET, SQL SERVER, SERVER MANAGEMENT STUDIO, ASP, FIREFOX, FTP, HTML.

Mainframe software tools support; consultation on special projects. Significant accomplishments:• Served as Team Leader of a software support team for an MS-Access-based Y2K application used throughout the GMAC account. Learned introductory MS Access functions while learning about the application itself. Received a cash bonus after the project for my performance.• Created mainframe-to-Excel reporting processes for customer VP. Combined mainframe and FTP knowledge along with learned Excel macro skills to create customized design.• Served as team representative on division technical projects, keeping project leaders apprised of mainframe-tool impacts.• SKILLS USED: MS WORD, MS EXCEL, EXCEL MACROS, MS POWERPOINT, MS OUTLOOK, MS OFFICE, MS ACCESS, TSO/ISPF, MVS JCL, ENDEVOR, QUIKJOB, QUICKJOB, CA-VISION REPORTS, DMS, CA-DISK, INTERNET EXPLORER, FTP, ADOBE READER, LOTUS NOTES.

Support of corporate EDI functions and processesSignificant accomplishments:• Self-taught on EDI processes sufficiently to provide basic daily user & technical support.• SKILLS USED: MVS JCL, TSO/ISPF, DATAVANTAGE TRANSLATOR, X12, TRANSACTIONS—850, 856, WINDOWS 3.1.

Mainframe inventory batch inventory-reporting application support; batch and online inventory system development, enterprise EDI application support.Significant accomplishments:• Learned EDI functions, EDI translator use and support, X12 transactions, and corporate EDI functions all in an OJT setting following a number of years on software development teams. Proposed and helped develop a revamped process for archiving & and recovering transaction data in my first weeks on the team. Became team specialist on the 810 (Invoice) transaction.• Developed mainframe-based batch word-processing application for printing mainframe documentation. Features included field codes, boldface / underline format, acceptance of multiple input-document formats, and use of special printed forms.• Served as Lead Programmer on Forms Management reporting application rewrites. Became lead consultant on post-deploy development and maintenance issues.• Progressed through Computer Programmer, Senior Programmer, Lead Programmer, and Programmer/Analyst positions.• SKILLS USED: COBOL, MVS JCL, QUIKJOB, QUICKJOB, PANVALET, VSAM, TOTAL, SUPRA I, SUPRA II, CICS, DMS, CA-DISK, DATAVANTAGE TRANSLATOR, X12, GEIS, TRANSACTIONS—810/830/832/840/850/856/OTHERS, WINDOWS.