MICHELLE PFLUG

Home:   [Send email to request phone number] 13.7894	[Send email using form at bottom]
SUMMARY

Accomplished IT Professional proficient or familiar with a vast array of
programming languages, concepts and technologies, including but not limited to:
SQL, Perl, C, C++, UNIX, Java, JavaScript, vi, HTML, CGI, XML, user interfaces,
databases, client/server, telecommunications, debugging, reporting, and
optimization.

PROFESSIONAL EXPERIENCE

IBM, Lenexa, KS & Kansas City, MO 	2001 – 2010
Customer Support Data Warehouse (CSDW) BT/IT Programmer/Analyst
Designated IBM Work from Home Employee
Designed, created and maintained multiple applications related to the Customer
Support Data Warehouse. 
•	Managed a 24/7 global database for customer support entitlement related data,
enabling internal/external users access to technical support via phone or web.
•	Automated manual resend process and implemented data compare process utilizing
DB2 and UNIX Shell scripting.  Decreased need of manual resolution methods for
95% of data issues related to entitlements.
•	Improved system control and security compliance of applications; identified,
documented and presented flow chart, control point matrices and test results at
Application System Control & Auditability certification reviews, ensuring all
applications conform to company standards and policies.
•	Implemented and created the Customer Quality Data Base (CQDB) Archive database
to store historical metrics data, increasing overall performance of the CSDW
database and eliminated downtime for users caused by reaching database threshold
limits.
•	Received BT/IT Leadership Recognition from IBM CIO for participation in
cross-organizational team source replacement project, which enabled entitlement
data to reach downstream applications faster and sped up recognition of potential
revenue.
•	Increased efficiency of the Customer Contract Management System (CCMS) feed by
developing and implementing process to archive and purge data, eliminating
application downtime due to decreased server space.
•	Documented the CCMS feed process and trained China Development Team on support
functions, decreasing response time for data issues by an average of 12 hours.
•	Developed and implemented, with stakeholder involvement, modifications to the
CCMS feed process, increasing throughput and reduced costs.
•	Administered service/help desk application for Informix and IBM DB2 products,
achieving and maintaining 98% up time, which increased productivity for Customer
Support Representatives and significantly improved customer satisfaction.

Informix, Lenexa, KS	1998 – 2001
Programmer/Analyst II
Informix was acquired by IBM in 2001
Designed, created and maintained multiple processes related to the Customer
Support Problem Management System.
•	Led deployment of a WW CRM Case Management System to over 1000 clients and 25
countries. 
 
MICHELLE PFLUG

Home:   [Send email to request phone number] 13.7894	[Send email using form at bottom]

•	Planned and managed “Follow the Sun” (FTS) solution to ensure continued
support for customers.
•	Developed data migration applications to enable redundancy across the Geos.
•	Primary IT focal for WW Support organization, managing, developing and
deploying projects to ensure best of breed service offerings.

Swingster Company, Kansas City, MO	1996 – 1998
Database Programmer (’97-’98)
Hardware/Network Support Technician (’96-’97)
Designed, created and maintained Customer Support database using Access for
revenue forecasting related applications. 
•	Directed and managed a team of consultants on the design, development and
maintenance of Customer Support database related applications for revenue
forecasting pursuant to business requirements.
•	Managed the PCs of all users by using new technologies.


EDUCATION

Master of Information Systems Management, emphasis in E-Commerce, Kelly Graduate
School of Management, Kansas City, MO
Bachelor of Science, Computer Information Systems, DeVry Institute of
Technology, Kansas City, MO consultant, solar

SKILLS

 
•	SQL
•	ETL
•	Unix
•	Unix Shell Scripting
•	DB2
•	Rapid SQL
•	C/C++
•	Java
•	Perl
•	DataStage
•	Websphere
•	JavaScript
•	Text Pad
•	Informix Database
•	Informix 4GL
•	Access
•	Word
•	FrontPage
 

•	Excel 
•	PowerPoint
•	Internet Explorer
•	Netscape Communicator
•	Mozilla Firefox
•	Telnet
•	FTP
•	Outlook
•	VM
•	CICS
•	PowerBuilder
•	Siebel
•	XML
•	HTML
•	COBOL
•	CSS
•	SQL Server
 

•	TCL
•	VB Script
•	CMVC
•	Java Servlets
•	CGI
•	IBM Installation Manager
•	IBM Rational Application Developer
•	OOP/D
•	Lotus Notes
•	Lotus 1-2-3
•	Lotus Word Pro
•	Lotus Freelance Graphics
•	HP-UX
•	JCL
•	AWK
•	SED