Todd Neill Email & Phone Number

Morrisville, Nc, Us

Charlotte, Nc, Us

Provided systems administration and application support for OneTrust cloud-based privacy solution. Provided design and implementation support for Bank’s rollout of CPRA, CAADCA, and MAADCA privacy laws.• Opt-out API – led technical effort to implement and evaluate two separate OneTrust APIs for retrieving customer privacy data from cloud repository. Tested APIs with Postman and implemented in production with Curl commands, This project enabled the Bank to reestablish marketing activities (significant monthly revenue stream) around sharing and selling of customer data where customers have provided appropriate “Opt-out” consent. • Data Exchange Edge Gateway (DEEG) – led technical effort to implement a highly secure data pipeline between the Bank and privacy vendor OneTrust. Extracted customer privacy data from cloud repository using REST API provided by the vendor. Transformed data using IBM DataStage and loaded into backend database. Automated daily API call with IBM AutoSys.• Led proof of concept to create an Enterprise application that automates compliance checking across Bank sites, thus eliminating or greatly reducing the Bank’s risk for significant fines for any non-compliance.• Played a lead role in triaging ADA issues reported by QA teams within the Bank. Worked with vendor OneTrust to drive fixes for defects and with internal Platform Services team to develop in-house solutions where possible.

Armonk, New York, Ny, Us

Supported mostly Java-based healthcare analytics applications in a multi-tenant SaaS / Data Warehouse environment. Leveraged LDAP / Active Directory skills and Level 2 support experience to quickly become a leader on the team. • In 2022, led team in case closures (801), while maintaining high customer satisfaction, with 81% of customer surveys returned as “perfect” - all questions answered “10" on a scale of 1 (low) to 10 (high). • Selected multiple times to participate in testing initiatives to test AI chatbot technology for the Watson Assistant for Health Benefits offering, in order to ensure market readiness of the product. • Received Customer Service/Manager’s Award in amount of $150 for resolving challenging customer login issue. Leveraged LDAP knowledge and collaborated with LDAP SME on another team. • Improved process around case management for Care Discovery Quality Management (CDQM) Tier 3 support team. Leveraged Salesforce skills to create a new reporting mechanism that eliminated missed cases and improved customer satisfaction. • Trained and mentored junior members of the team. Leveraged Webex meetings and shadowing techniques, resulting in improved team performance metrics. • Note: Effective July 1, 2022, the Watson Healthcare division of IBM became a separate company, Merative.

Armonk, New York, Ny, Us

Provided Level 2 support for Java-based Cúram Social Program Management suite, specializing in Income Support, Evidence Broker, and Universal Access. Leveraged virtualization technologies to reproduce, troubleshoot, and resolve customer issues. Used Eclipse and Tomcat to investigate issues related to developer build. • Led a Tiger Team in 2019-20 to investigate aging cases. Improved the process for driving cases to resolution and eliminated initial backlog of 50+ cases. Maintained single digit backlog on an ongoing basis, leading to improved customer satisfaction. • Collaborated with product development in 2019-20 on an initiative to improve the quality of product defect descriptions (APARs). Engaged with development via multiple Webex meetings and created a presentation of best practices. Presented to Support and Development organizations, resulting in higher quality of APARs and increased customer satisfaction. • Led an initiative in 2018 to engage product development on improving the team’s knowledge and troubleshooting skills around the Income Support solution. Coordinated with development to create a series of presentations for the Level 2 support team, which greatly increased their expertise, resulting in improved customer satisfaction. • Led an initiative to improve how customers interact with Level 2 Support. Collaborated with customers, colleagues, and management to develop best practices, and gave external-facing presentation to over 100 clients, resulting in improved customer satisfaction.

Armonk, New York, Ny, Us

Provided Level 2 support for Java-based WebSphere Portal application used for creating enterprise websites. Customers included Coca-Cola, Walmart, and The Home Depot. Led an initiative to automate the procedure for triaging support cases to the correct team. Served as team lead for over six years. Led team meetings, technical meetings, performed quality checks, monitored the team’s work, and reported team metrics at operations meetings – in addition to troubleshooting customer issues on a daily basis. Received recognition as a leader in customer satisfaction. Coordinated “Ask the Expert” sessions with development. Organized and conducted bi-weekly meetings where all team leads met, discussed priority issues, and optimized interaction between teams.

Armonk, New York, Ny, Us

Provided programming support for development effort of Katsina memory chip for IBM Blue Gene Light supercomputer. Worked with senior engineer at RTP facility and PhD engineer at Watson Research Center. Maintained Java code on a Linux server farm used to simulate and verify ASIC design. Developed a novel CGI-based front-end using Ksh and Bash for automating the process of submitting simulation jobs across the server farm and enabling end users to monitor job progress, quickly identify failing jobs, and view output. Submitted IP disclosure and received a “First Publication” award.

Armonk, New York, Ny, Us

As a member of the Mechanical Design Automation (MDA) team, supported the PC, Retail (POS), and Networking Hardware development and manufacturing missions. Provided programming and application support for CAD/CAM software, engineering model shop. Provided plotter support. Served as data exchange SME. Coded mainframe applications using TSO CLISTS and ISPF for frontend development and SQL/DB2 for backend. Administered AIX RS-6000 workstations using SMIT admin tool and Ksh scripts. Coordinated Y2K efforts to ensure compliance and stability across the organization. Rewrote model shop vendor database application in Java, as part of CATIA application and data migration from mainframe to client/server model. Liaised with IT department for application and system upgrades.