2. Colleen C. Alcantara
911 13th
ST NW
Cedar Rapids, IA 52405
(319) 491- 5120 Cell
Email:
joyrideinapaintbox@gmail.com
Dear Sir or Madam,
I am taking this opportunity to apply for an open position within a progressive,
exciting company such as yours. Enclosed is the information concerning my overall
background and qualifications.
I am excited about the possibility of the potential opportunity within your group .
I can offer you dependability, a mature, professional attitude, and commitment to this
position. I have a strong, diverse background in AIT, Training and Customer Service.
If you feel, as I do that my experience and abilities reflect a positive career
history, I would suggest a personal interview at your convenience. You may contact me
at the address or telephone number listed above.
Thank you for your time and consideration. I look forward to hearing from and
meeting with you in the near future.
Sincerely,
Colleen Alcantara
3. OBJECTIVE: To parallel my computer background and leadership skills to a
higher level of management, technical and system responsibilities with a progressive
organization.
PAST AND PRESENT JOB RESPONSIBILITIES:
•Rotational front line second level support for incoming system, batch and user related
calls.
•Solve user and system generated incidents with limited assistance.
•Implement production support requests.
•Triage production and non-production issues. Ensure all incidents are documented.
•Resolve JCL errors, restarts and escalate issues that require assistance.
•Complete routine and non-routine work accurately at a pace appropriate to service levels
and team averages.
•Evaluate all operating system functions, identify system/scheduling bottlenecks and
respond or escalates accordingly.
•Ensure SLA's are met for the current processing cycle. Coordinate, communicate and
escalate with other staff, departments or business units as appropriate.
•Implement documented change to system and batch applications with little direction.
•Perform advanced exception monitoring and basic interrogative manual monitoring.
•Work with first level 3rd party and vendor support teams to resolve basic system issues.
•Participate successfully on a project team with minimal assistance.
•Participate successfully on technical triage, SWAT, CIP and post incident review
meetings.
•Follow and ensure all policies, work procedures, instruction, compliance regulations,
and safety rules are adhered to.
• Delta Training for Lawson Supply Chain- creation of user procedures,
curriculum, creative presentations, in graphical format.
• Develop procedural changes to accommodate security needs: oversee all
security, risk- management and disaster preparedness teams.
• Security policy development and enforcement of compliance in the user
community.
• Risk assessment and risk management, including disaster recovery.
• Chair Information Systems Security Committee
• Evaluate products/ procedures for all IT platforms to ensure security standards
are met.
• Maintain excellent record keeping and documentation of all security-related
requests.
• Perform administrative security audits of all IT platforms and conduct
periodic audits for weaknesses or violations.
• Work with Project Application Implementation teams to coordinate
appropriate security access that is based on a business need to know and end
users job function.
• Maintain and monitor software inventory database to ensure software
licensing and usage is compliant with vendor.
4. • Parallel technical and operational skills to support system activities that
included patient, employee, financial and system management. Major
challenges to identify and resolve deficiencies as related to systems.
• Over twenty years combined operational, technical, and managerial
experience on mainframe and satellite systems
• Provide the technical, educational and operational support of system activities
that include patient, employee, financial, and system management data.
Identify and resolve educational deficiencies that exist with training and
development of Operations and System Security.
• Able to work with deadlines, under stress, with users, long shifts, and
overtime as required.
• Preventive maintenance, vendor problem interface, modifications, and
improvements of production and operational procedures, and or to delegate as
necessary.
• Attend task force meetings regarding system u product installations to endure
their success and recommend back out procedures, upgrades, request changes,
work with new system or
• Responsible for time card reporting, scheduling, procedure documentation,
service level agreements, and customer service.
• Test, install, upgrade system products to automate routine task, IPL
production system procedures, work closely with vendors, analyze system
compatibility, determine system degradation, work with other team members,
or initiate as team leader future projects, supervise staff of five or more.
• Keep objectives and goals on target to meet or exceed department or end user
criteria.
• Supervise and work with small group, provide recommendations regarding
new products, schedule system down time, train, review, hire and schedule
employees, develop job descriptions, escalate system problems, on-call and
available 24 hours a day to support online systems.
• Operated large-scale IBM main frames in multi-system environment.
• Responsible to complete all online print jobs ensures accuracy and print
quality. Print, burst, decollate, and mail, all output to meet pre-determined
client service level agreements. Also operated punch cards sorter machines,
opened hardware tickets, and trained new operators.
SYSTEM, SOFTWARE, PRODUCT, HARDWARE:
WINDOWS 98, 2000, XP and 7- MS OFFICE APPLICATIONS, ACE, VPN, LEGACY
SYSTEMS, SERVER APPLICATIONS,LAWSON 7.1
FINANCIAL/HR/PR/GL/AP/MATERIALS MANAGEMENT SYSTEM SECURITY,
INTERNAL HR SECURITY/ INTERNAL HR WRITER SECURITY/ INTERNAL
LAWSON WEB SECURITY/: SETUP, IMPLEMENTATION, AND MAINTENANCE.
LAWSON SUPPLY CHAIN- PO, RQ, IC, MA, WH VERSION 7.1 CERNER
CLINICAL SOFTWARE SECURITY SETUP, IMPLEMENTATION,AND
MAINTENANCE. TIMEKEEPER /KRONO’S SECURITY SETUP,
IMPLEMENTATION, AND MAINTENANCE. MS-PRODUCT LINES: WINDOW,
5. ACCESS, EXCEL, WORD, OUTLOOK, OUTLOOK EXPRESS, FRONT-PAGE
EXPRESS. WEB PRODUCTS: NETSCAPE, MS INTERNET EXPLORER, JAVA,
NOVELL, NT, CISCO, OPENVIEW, TIVOLI, AIX, ORACLE, UNIX, NATURAL,
IBM/MVS XA, IBM/JES2, IBM/JES3, IBM/CICS, IBM/OS400, IBM/VTAM MSS,
IBM/TSO/SDSF/ISPF, IBM/NETVIEW NCCF NPDA NPA, IBM/INFO SYS, TPX,
MONITOR, OMEGAMON, RMF, NPA, EREP, VM/VS/OS/CMS, NJE, RJE, SNA,
SNA/SDLC, HONEYWELL, NCR. IBM: 4381 CPU, 4341 CPU, 3211 PRINTER, 557
CARD PUNCH, 308X CPU, 2540 EAM INTERPERTER, 3090 CPU, 3380 DASD, 3880
CACHE, 3720 NETWORK, 3270 CONSOLES, 3814 CPU SWITCH, 3480 TAPE
DRIVE, 1403 PRINTER, 3174 CONTROLLERS, 3745 NETWORK, ES900 CPU, 3990
CACHE. SERIES 1- Used for switch and interface, TOKENRING/GATEWAY,
AS400/S36/ SYS. UNLIMITED, RACF, DB2. MVS/JCL, DACKS,
SMS/CMS/FMS.PC'S/RT'S/INTERFACES, MODEMS, MISC. PERIPHERAL
EQUIPMENT, ALL SATELLITE SYSTEMS FOR WMC, AUTOMATION/JOBTRAK,
AUTOMATION/INFO/SYS.
JOB EXPERIENCE AND RELATED COURSES:
LOMA 280, LOMA 290,
MVS/OS 390,
FOURTEEN YEARS MANAGEMENT WITH RELATED COURSES:
INTERACTIVE MANAGEMENT; MANAGEMENT SKILLS FOR WOMEN SUPERVISORS;
BUSINESS CONDUCTS AND POLICIES, IBM/TEAM COURSE SEMINAR, EXECUTIVE
STYLE AND CONFIDENCE.
IMS/VS, IBM/JES2, IBM/JES3 CONCEPTS., IMS/VS VERSION 2 RELEASE 1,
IBM/NETVIEW, VERSION 3.
IBM/JCL USER LEVEL 1, USER LEVEL 2., DIRECT SALES AND MARKETING.
RACF/SECURITY, – IMPLEMENTATION/SUPPORT
TPX USER LEVEL RECOVERY TRAINING, CATIA GRAPHICS SUPPORT
TRAINING., HEALTH DATA GUIDE- HIPPAA/SECURITY REGULATIONS/
DISASTER RECOVERY/COM DISCO.
SYSTEM ARCHITECTURE/SMS APPLICATIONS. UNIX- BASIC INSTRUCTION
STRATEGIC PROJECT THINKING / BY TERRY DEAN SCHMIDT, EVERYONE’S
A CUSTOMER
CNTL-M, CA7, WLM- WORKLOAD MANAGER, AWD-AS400
16 years combined management/supervisory skills *
LOMA 320 Marketing Life Hlth
LOMA 330 Mgmt Principal Practice
LOMA 290 Ins Co Operations
LOMA ACS100-Foundation Customer Service
F. Covey Time Management
LOMA 280 Principles Ins. L H & A
Everyone's A Customer Workshop
6. Interactive Management; Management Skills For Women Supervisors; Business
Conducts And Policies, IBM/Team Course Seminar, Executive Style And
Confidence.IMS/VS, IBM/JES2, IBM/JES3 CONCEPTS., IMS/VS VERSION 2
RELEASE 1, IBM/NETVIEW, Version 3.IBM/JCL USER LEVEL 1, USER LEVEL 2.,
Direct Sales And Marketing. RACF/Security, – Implementation/Support TPX USER
LEVEL RECOVERY TRAINING, CATIA GRAPHICS SUPPORT TRAINING.
HEALTH DATA GUIDE- HIPPAA/Security Regulations/ Disaster Recovery/Com
Disco. SYSTEM ARCHITECTURE/SMS Applications. Unix- Basic Instruction Strategic
Project Thinking / By Terry Dean Schmidt, Everyone’s A Customer CNTL-M, CA7,
WLM- WORKLOAD MANAGER
AWARDS:
AIT STEPUP AWARDS(4)
CSC EAGLE AWARD
Washoe Medical Employee of the Month
Boeing Eagle Award For Quality
Boeing Cost Saving Award
Campaign Funds Committee
Quality Circle Coordinator
B.E.G.N.F. Representative
Living the Values – 3x
MEMBERSHIPS:
NAFE- NATIONAL ASSOC. OF FEMALE EXECUTIVES
AFRICAN AMERICAN MUSEUM AND HISTORICAL SOCIETY
COOKING CLUB OF AMERICA
DECORATIVE ARTIST OF AMERICA
EDUCATION:
Arts Major, Olympic College, Bremerton, Washington. 1973 to 1974.
South Kitsap High School, Port Orchard, Washington. 1971 to 1974.
Computer Science, Focus IT Project Management
September 2007 – April 2009
De Vry University Online, Illinois
GPA 3.8/4.0
Focus on obtaining Bachelor of Science degree – (Currently Junior). Approximately 14
months to complete.
7. Colleen Alcantara
Employment History
Aegon /Transamerica Corporate Headquarters
Operations Command Center/ Senior Analyst
4333 Edgewood Road NE
Cedar Rapids, IA 52499
June 2010 to 2014
Aegon Corporate Headquarters
AIT Customer Service Center
4333 Edgewood Road NE
Cedar Rapids, IA 52499
June 2002 to 2010
Aegon Corporate Headquarters
Operations – Command Center
4333 Edgewood Road NE
Cedar Rapids, IA 52499
September 2000 to June 2002
McLeodUSA/ Sai Consultants Inc.
Consultant- Lawson Trainer
Cedar Rapids, IA
April 2000 to July 2000
Sparks Medical Center
MIS Security Specialist
Fort Smith, AR
November 1997 to November 1999
Joyride in a Paintbox
Muralist
Self-employed – continue to paint on part-time basis
May 1994 to present
Washoe Medical Center
Production Analyst II
Reno, Nevada
1992 to December 1993
Washoe Medical Center
Shift Lead Supervisor
Reno, Nevada
1989 to 1991
Washoe Medical Center
8. Information Systems Operator II
Reno, Nevada
May 1988 to 1989
Information Systems Lead Operator II* 1986 – 1988
The Boeing Co., Seattle, Washington
Information Systems Operator II 1984 –1986
The Boeing Co., Seattle, Washington
Product Distribution Operator August 1979 – September 1984
The Boeing Co., Seattle, Washington
