1. Paul Ward
314-246-0009
paul.alan.ward@gmail.com
Highly motivated IT professional with focus on process improvement, cost reduction and
incident/problem management. Proven ability to adapt quickly to new technologies, solve
problems, and bring original ideas to the table. Major strengths include: metrics reporting,
knowledge sharing, public speaking and maintaining positive relationships with stakeholders.
SELECT ACCOMPLISHMENTS
Awarded for “Outstanding Achievement” at IBM and AT&T
Initiated $91,000 in annual cost savings for AT&T
EMPLOYMENT SUMMARY
AT&T 2000-Present
Senior Business Manager - Incident management for CSI (Common Services Interface), the enterprise
middleware platform supporting AT&T U-verse, Mobility, Wireline and other services for both internal
and external AT&T clients including Walmart, BestBuy and Apple
• Deemed a preferred manager by Senior Technical Directors for P1 investigations which involved
high-profile clients and/or high overall impact
• Redesigned the known issue review process and the associated SharePoint site to improve
comprehension, buy-in and accountability related to the process
• Developed a methodology for query design to assist the team in understanding better ways to
isolate root cause and impact during an investigation
• Interacted in a positive and productive manner with various technical teams, vendors, clients
and leadership persons of various organizations during uncertain and arduous situations
• Implemented a more precise breadcrumb navigation within the team SharePoint site to assist
the team in locating appropriate reference documents and/or engagement points
Senior System Analyst - Operational support of AMI/MAP (Assignment of Marketing Intelligence-
Module Assignment Process), a sales revenue and compensation application for AT&T business accounts
• Identified and resolved a data retention error that had existed since the inception of AMI/MAP
which reduced the mainframe DASD tape storage costs by $63,000 annually
• Developed an FTP-based input method which resolved RACF security violations and delays
during a monthly process to import client-provided data
• Initiated the practice of using virtual tables rather than temporary tables wherever possible to
reduce EDW (Enterprise Data Warehouse) space costs by $28,000 annually
• Restructured the AMI/MAP application by removing redundant SQL/JCL statements and batch
jobs which ultimately reduced the application size by 65%
• Designed a weekly application defect report using HP Quality Center that provided the
management team with defect and operational data on 27 separate applications
• Implemented a centralized file storage and access method that decreased the corporate
network space usage for application reports by 90%

2. Page 2
Paul Ward
314-246-0009
paul.alan.ward@gmail.com
AT&T cont.
Implementation Manager - Tier 2 mainframe support with the STL ROCC (St. Louis Regional Operations
Control Center), a team that maintains AT&T network hardware for a 13-state region
• Completed 100% of all mainframe maintenance requests such as IPLs (Initial Program Load) and
sysgens on time, with no downtime and 0 defects
• Managed off-shift “Priority 1” Outage Resolution meetings by identifying the problem and
contacting the appropriate personnel and stakeholders
• Monitored mainframe operating systems and hardware during maintenance windows
Resource Technician - Operational and data center support for SMS/800, an FCC-regulated application
that manages toll-free phone numbers and call routing information
• Eliminated overload downtimes with a method to predict and schedule client records
• Outlined the process for performing scheduled maintenance downtimes
• Compiled the SMS/800 Monthly Management Report on application metrics
TECHNICAL SKILLS
Environments: Windows 9x-Vista, Windows Server 2003/2008, IBM Z/OS, MVS, OS/390, Unix
Languages: SQL, JCL, XML, Visual Basic, Unix Shell Scripting, HTML, CSS, C, REXX
Applications: Microsoft Word, Excel, Outlook, PowerPoint, FrontPage, Access, Project, Visio, Net
Meeting, Live Meeting, Macromedia ColdFusion 5.0, Tivoli Netview, Teradata DBMS
V2R5.x/V2R6.x, Teradata Tools and Utilities 7.0-8.2, Teradata SQL Assistant 7.0,
Attachmate EXTRA! X-Treme 8.0, TSO/ISPF, SDSF, SSO, ESP, CICS Tools, JES2, IMS, HP
Quality Center, Minitab 14, Blackboard 9. SAS, SAP, Sharepoint, Toad
EDUCATION
Graduate Certificate in Business Intelligence - Missouri University of Science and Technology (UM-Rolla)
Bachelor of Science in Business Management - University of Phoenix
Chancellors Certificates in Information Technology - University of Missouri, St. Louis
Associate of Arts in Mathematics - St. Louis Community College
SPECIALIZED TRAINING
Lean Six Sigma Black Belt - 6SigmaTek
Project Management Professional - New Horizons
Public Speaking-Toastmasters International