Gene Kivlighn

In the role of application support team lead I successfully managed a team of six production support specialists

• This oversight included tracking team’s day-to-day activities, issue resolution and communication as well as managing cross-team investigations
• Responsible for supporting ADT’s customer facing web portal MyADT.com and the CRM application used by the call agents
• Admin level user of Salesforce responsible for user setup and maintenance, reporting and issue logging
• Led the initial business analysis effort for MyADT.com and the Customer Care application
• Expert meeting facilitator and in requirements gathering and elicitation
• Selected to lead the IT Care Agent testing effort for new work from home agents during Covid
• Several thousand agents had to be rapidly set up with hardware, software and network connectivity. Required close coordination with multiple teams to successfully complete this task
• Worked with the Legal department on sensitive fraud investigations resulting in the saving of tens of thousands of dollars by fixing broken processes that allowed for the fraud to occur
• Led effort to cleanup email preference system maintained by a third-party vendor, Possible Now
• Extensive knowledgeable of Oracle and MS SQL Server databases
• Selected to be trained as a certified Culture Champion by Culture Partners LLC for an ongoing ELT sponsored initiative
• Responsibilities include training others IT resources in this effort to change to culture of work at ADT
• Expert level user of Dynatrace an APM (application performance monitoring) tool
• Use of this tool allowed for issues to be corrected before problems were reported by business users
• Assisted with Mulesoft troubleshooting as well as troubleshooting other middleware including DataPower and IBM MQ Broker.

• Initially hired to organize formal business analysis training a role brand new to JCPenney
• Led requirements gathering and elicitation efforts
• Produced business requirements documentation
• Created design and technical documentation with Visio drawings
• Analyzed data on JCP’s salon systems to enhance decades old inefficient processes
• Produced usage metrics for several key web-based applications
• Scrum Master on JCP’s first Agile project.