Interface Task Manager

• Aug 2014 - Present

Interface/Helpdesk Manager

• Aug 2009 - Aug 2014

Manage interface/production planning and outputProvides both management and technical leadershipSchedule and work allocationTimely arrangement of training on various production related activities for staff memberProvides direction to staff members in resolving problems which arise with internal or external customersPrepare system controls for system balance between external interface for ACES (9/2011) and DMCS2 to ensure data integrityManage and monitor ON boarding and Off boarding transmission through the EA27 and EA80 processThorough quality check of raw materials, processes and outputPrepare and participate in production audits/inspections for A123 audits and SSAE16 with supporting artifactsReceive predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures and policies. Assists in the development of business policies, conducts special business related studies and cooperates with other departments in the preparation of analyses..Develops recommendations on areas needing cost reduction and process or profit improvement.Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques and evaluation criteria for projects, programs, and peopleManage and report statistics for CSB Helpdesk queues to monitor of tickets are completed in a timely manner are maintain according for audit controlsPlans and implements major initiatives related to the support center

Quality Management Manager - System Consultant

• May 2005 - Aug 2009

Managed the operation of the organization's total quality managementOversee the development of systematic approaches for assuring high quality services that meet customer needsDemonstrated a broad-ranged knowledge of production operations, procedures and technical applicationsDeveloped, implemented, and lead key process improvement efforts and influences cross-functional effortsDeveloped systematic approaches for assuring high quality servicesIdentified the interface of key activities within and between the functions of the organizationPrepared quality control reports as per the instructions of the seniors.Made strategies that would help in cost reductionAssisted in training and induction in the production departmentCoordinated with project managers to ensure standard processes, procedures, and methodologies are being applied across the enterprise and throughout all SDLC phasesSupported CMMI II and CMMI III initiatives and served on boardPerformed Quality control checks for STEP program

Interface Manager for DLSS

• Feb 1999 - May 2005

Managed production planning and outputScheduled and work allocationThorough quality check of raw materials, processes and outputPrepared system controls for system balance between external interface for DLSS to ensure data integrityPrepared and participate in production audits/inspections for A123 audits with supporting artifactsTimely arrangement of training on various production related activities for staff memberReceived predetermined work assignments that are subject to a moderate level of control and review. Directs subordinates to complete assignments using established guidelines, procedures and policies. Assisted in the development of business policies, conducts special business related studies and cooperates with other departments in the preparation of analyses.Provided direction to staff members in resolving problems which arise with internal or external customers.Worked on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participated in corporate development of methods, techniques and evaluation criteria for projects, programs, and people

Production Control Specialist

• May 1998 - Feb 1999

Scheduled daily, weekly, and monthly jobs on IBM and VAX Systems and monitor job to completionTroubleshoot and contact support management for application abends and errorsMaintained print queues, restore requested files and move modules into Production for releasesDeveloped operating standards and makes recommendations for improvements in overall productionReviewed/analyzed logs, forecasts, etc. for ways to improve weak job streamsParticipated in the administration and troubleshooting of financial tracking/utilization billingRepresented production control during disaster recovery exercisesProvided technical assistance to system users in resolving computing production control and operational problemsPrepared and maintained turnover log and Production Status report to distribute to various level of management and client

MACS Marketing/Fulfillment Coordinator

• Feb 1995 - Sep 1997

Designed promotional campaigns for MACS catalogue business and ensured that the correct promotional information was accurate on the system. Ensured product information, including product number, pricing, specifications, marketing codes, postage and handling tables were accurate. Formulated and implemented consultative selling scripts for CSR’s - which were maintained and updated in a timely manner. Reviewed promotion reports/control sheets and pro-actively worked to identify potential or current problems in promotional campaigns, coordinated the approval of copy and control sheets with development, and verified printing to ensure mailings were sent out on a timely basis in accordance with client requirements. Assisted with development of the National Geographic Society web site, and assisted and coordinated with the outsourcing to new vendors

Management Engineering Analyst

• May 1984 - Feb 1995

Assisted in maintaining the Mission Targeting bonus program for all sections of the Member Services Center in order to raise customer quality levels through improved employee production and efficiency. Several areas of operation that were observed were Mail Opening, Data Entry, Scan Equipment, Customer Service, Inserting and Fulfillment. Determined new standards for each position to enhance employee production and productivity. Recommended methods designed to aid the implementation of the net bonus program. Communicated and worked closely with supervisors and management to identify and recommend workplace improvement, including identifying improvements in methods, procedures, equipment or workflow, which increased the output and quality, as well as assisted in the development of the Quality control areas