RANDALL (RANDY) NEPSUND San Antonio, TX 78247 (210) 262-1121 (mobile) (210) 4946874 (home) RNepsund@gmail.com http://www.linkedin.

com/in/randynepsund SUMMARY
ITIL Certified Major Incident and Problem Manager, Business Analyst, Technical Writer, Instructional Designer with broad knowledge and experience in IT operations and change management of enterprise systems supporting banking, investment, property and life insurance using internet and web services, web applications, databases, virtualized servers, network and mainframe systems in a 24/7 global environment. Strong ability to communicate clearly and appropriately with executive and management level business partners, non-technical endusers, technical subject matter experts and vendors. Skilled facilitator able to drive group consensus and action plans. Excellent written and verbal communications skills. Seasoned presenter, public speaker and program manager. Agent for change, capable of process reengineering to meet exacting standards for highly visible, highly complex processes.

TECHNICAL SKILLS Hands on experience with:

Desktop Publishing .......... InDesign, Quark Xpress, PageMaker, ReadySetGo!, Adobe Illustrator, MathType General Office ................. MS Project, MS Office 2007, 2003, 2000 (PowerPoint, Word, Excel, Access, Outlook) Service Desk/Help Desk .. EMC Service Manager (Infra), Peregrine Service Center Statistical Analysis........... SAS, Excel Software Development .... UML, OOP, Rational Rose, Java, C++, PL1, Visual Basic for Applications Database........................... MS Access, FileMaker, ERDs with Oracle Designer, SQL Operating Systems ........... Windows XP/2000/NT/98/95, Mac OS X, Unix/Linux, MVS OS390

PROFESSIONAL EXPERIENCE USAA, San Antonio, TX (Contractor with Randstad Technologies) Major Incident Manager, Availability Command Center, December, 2005 to December, 2011
As one of the first Major Incident Managers at USAA, assertively and collaboratively facilitated return to service for high priority major service interruptions using the ITIL major incident management process resulting in a greater than 50% reduction in enterprise RTS times over a 3 year period. Led cross-discipline ad hoc teams of IT SMEs in complex diagnostics of root cause. Coordinated activities by change management, business continuation, vendor technical management and problem management for return to service and problem mitigation supported by an international team of IT professionals to assure 24/7 availability. Escalated and communicated in a timely fashion the status of major incidents and problems with IT and business stakeholders including executive management. Negotiated business acceptance of workarounds and schedules for fixes. Engaged external service vendors to facilitate return to service to meet contractual SLAs. Regularly managed the agenda and hosted the daily IT major incident review meeting chaired by the Assistant Vice President of Availability. Documented service interruptions and analyzed for ITIL operational metrics and SLOs. Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics. Supported preparation of monthly analytic dashboard briefs for executive IT management as well as provided concise executive summaries and trend analysis. Edited, revised, and tested Intelligent Operation Procedures for format, clarity, accuracy, grammar, and conformity with newly introduced ITIL process revisions and formats.

EDUCATIONAL TESTING SERVICES (ETS) Elementary & Secondary Ed., San Antonio, TX Item Bank Assistant Administrator, August, 2005 to Dec, 2005
Processed all requests for test item import and document generation using both compiled utilities and Visual Studio project based report utilities in an SQL Server 2000 environment. Performed Quality Assurance of all generated reports. Documented bug reports and functional requirements for developers and validated implementation. Administered user accounts for Access based Client Item Banks. Advised development programmers of project requirements for items and reports as well as automation strategies using MS Word and MathType. Developed VBA routines to automate quality checks of report manuscripts cutting QA time by more than 75%.

Microsoft Office Automation Analyst Trainer, 2004 to July, 2005

Analyzed and documented process and technical requirements for educational test development targeted for delivery on the web and print. Effectively trained editorial users. Utilized Word VBA to automate formatting of test questions and math equations to meet dynamic style guidelines and exacting formatting standards for custom large-scale K-12 educational tests. Served as test analyst for .NET web based test and item editing/publishing system. Boosted productivity of Key Entry document technicians by ten-fold through building a growing integrated library of VBA Word macros and training users in their efficient use. Designed modules to generate automated reports using batch document processing across large numbers of item documents revealing invalid formats, styles and metadata, with hyperlinks to the errors. Collaboratively developed HTML editing and formatting standards for web based testing system IDMS. Configured HTML text editor with customized tags and trained non-technical editors in efficiently use of custom tags. Advised developers regarding MathType/MathML. Created Access databases to track item status and item import lists for the ESE Item Bank database.

MS Word Trainer-Developer, 2003

Trained and supervised up to twenty-three temporary document technicians to accurately, consistently, and efficiently apply manual edits and formats to test questions, math equations, language passages and project documents to meet established and emerging style guidelines and data standards for custom large-scale educational tests. Sharply reduced formatting error rates by collaboratively revising, documenting, and training technicians in standards and procedures using Microsoft Word 2000/2003, MathType and Adobe Type Manager to meet the stylistic and technical data requirements for layout in PageMaker and for manipulation in ESEs Item Bank database. More than tripled average item productivity by programming Word Visual Basic for Application macros and by training technicians to use them to drastically reduce or eliminate manual formatting tasks. Solved Desktop Publishing/MS Word related problems in consultation with Publishing Layout and Item Bank programmers. Successfully supervised initial definition of editing practices for a complex new ESE test in ETS new on-line XML-based Test Creation System (integration of Lotus Notes with XMetaL editor). Resolved significant technical problems in partnership with other analysts to meet project deadlines and budget.

HARCOURT EDUCATIONAL MEASUREMENT (HEM), San Antonio, TX 1999 2003 Statistical Programmer Analyst, 2000 2003
Managed statistical test report and data deliverables as principle programmer for one of the largest custom educational testing programs in the nation (Virginia Standards of Learning VSOL). Utilized mainframe programs, utilities and PC applications to produce timely and accurate statistical reports and data tables essential to fulfill client requirements. Produced, in collaboration with client and internal educational statisticians, scoring analysis reports and equated scaled score tables according to stringent statistical standards.

Restructured Virginia Standards of Learning (VSOL) project libraries to speed setup, verify accuracy, and prepare for future transfer of processing to client/server relational database environment and so achieved over 70% reduction in number and size of code files. Refined QA reports for ease of use by working closely with QA analysts to clearly define VSOL objectives and select best practices to complete project accuracy checks on time and within budget while reducing the number and type of QA reports by two-thirds. Coordinated with and advised program managers, content specialists and QA analysts on test construction, processing requirements, and scheduling resulting in accurate, on time deliverables.

Desktop Media Specialist, June, 1999 2000

Edited and formatted test questions, equations, passages and project documents to meet established and emerging style guidelines and data standards for use in custom educational tests for State Departments of Education of FL, MS, VA, etc. Created and maintained test question databases, templates and documents enabling timely, accurate delivery of tests for editorial review and client approval. Used Visual Basic to apply XML tags to test data for export to Quark Xpress creating significant savings.

EDUCATION B.A., Classical Languages, University of California Los Angeles Master of Divinity, Wisconsin Lutheran Seminary, Milwaukee, Wisconsin CERTIFICATIONS San Antonio College IT Programmer Certification December, 2003 San Antonio, TX ITIL v.2 Foundations Certification May, 2007