Lawrence A. Moody209 CAHABA COVE

HERMITAGE, TN. 37076 (615) 430-6022

chileflash@att.net

Education: B.S. in Business Administration, Villanova University – Villanova, PA

Career Profile Financial Services Audit Management and IT Technical Support – Many valuable years of financial and insurance auditing and accounting experience in a wide variety of operational, financial and technology disciplines. Supervised up to 10 direct reports with responsibilities in Life, Health, Group and Casualty insurance auditing and reporting, process improvement, re-engineering, system conversions and implementations. Recognized for ability to identify continuous change actions to reduce cost, enhance quality, and improve efficiency.An accomplished Information Technology management professional with over 9 years of comprehensive experience in a multi-site, multi-host, hardware and software environment. Highly knowledgeable in many IT areas as well as business principles and processes. An understanding, innovative individual who has an excellent sense of teamwork to get results by instilling commitment, trust, fairness, and loyalty. Tackled complex and technically challenging computer system functionality issue resolution.

Work Experience:2006 to 2015 Dell Computer Corp.

2013 to 2015

2008 to 2013

Pro Support – Dispatch Reviewer (DR)/Client Technical Support Senior SpecialistDispatch Review Assisted agents in performing appropriate troubleshooting and parts selection to

accurately achieve resolution of customer software/hardware computer issues. Assisted agents in reducing repeat dispatches. Provided dispatch approval. Assisted in RDR projects/analyses to identify frequent dispatch failures, as well as

provided appropriate solutions with emphasis on floor-wide training/best practices.

Pro Support - Case Mentor (CM) Driven toward enhanced Team CSAT (customer satisfaction). Ensured timeliness and effectiveness by agents in resolving customer cases. Daily Review of Teams’ Open SRs and Open Activities. Issued daily Case Management reports to Technicians, Coaches and Managers. Identified potential CSAT failures and escalated to Coaches/Managers. Routinely provided Case Management Data Statistics for CM Teams’ analyses. Recommended/drafted proposed CM procedural changes and assisted in training

of new CMs and Technicians. Interacted and integrated with Managers, Coaches and TMs to drive toward Team

CSAT and metrics goal and strategy targets. Provided weekly pivot tables to assigned Team Coaches and Managers hi-lighting

outliers in case management key areas of focus by individual case and technician. Provided individual coaching and feedback to select Outlier and other Agents daily

to drive improved case management performance. Conducted side-by-side and Y-jack sessions with select Outliers and other Agents

as to enhance their soft skills and drive performance improvement. Attended CM Team Meetings to discuss overall case management and address

deficiencies, clarify and calibrate procedures and hi-light opportunities for enhanced CSAT.

Attendance and participation in regularly scheduled Manager/Coaches Meetings. Demonstrated flexibility in support created by Case Mentor outages. Identified and disseminated case management procedural updates in

Team/Departmental meetings.

2006 to 2008 Gold Technical Support Specialist

1981 to 2006 CNA Insurance Company, Chicago, IL / Nashville, TN. Dell - Restricted - Confidential - Privileged

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Lawrence A. Moody209 CAHABA COVE

HERMITAGE, TN. 37076 (615) 430-6022

chileflash@att.net

1999 to 2006 Business Liaison / Audit Operations Director, Internal Audit Division Business Liaison for CNA Life & Group Operations and Global Resource

Managers (GRM) – Provided first point of contact to management and staff for operational and financial audits.

Established and implemented annual audit plan for Life/LTC, Group and GRM Insurance audit universe.

Developed/oversaw the development of work plans for projects which effectively incorporate scope, staffing requirements, deliverables, timelines, budgets, customer availability and other possible constraints.

Actively involved management in the audit process. Meet with senior business leadership and discuss audit plans, goals, risks, controls, and strategic direction.

Participation with corporate acquisition and divestiture teams. Performed or assisted in numerous fraud investigations and control analyses.

1997 to 1999 Audit Manager, Internal Audit Division1988 to 1997 Supervising Senior Auditor II, Internal Audit Division1981 to 1988 Senior Auditor II, Internal Audit Division

1976 to 1981 Thomas Havey & Co. – Chicago, IL (Public Accounting)Senior Auditor

1974 to 1975 Hercules, Inc – Wilmington, DE – General Accountant

Key Strengths Several Years of External and Internal Auditing Experience Strategic Planning Commitment to Excellence Staff Management & Development Controls oriented Process Improvement Network Management Audit Project Management, Risk Assessment, Scheduling, and Reports Strong Analytics Project Management Organizational Planning

Professional Associations

Comptia A+ Certified, Insurance Internal Audit Group (IIAG) Member, Institute of Internal Auditors (IIA) Member

Computer Skills Oracle, Delta and DellServ, as well as other Dell Case Management Supporting Systems, Microsoft Windows XP, Vista, Win7, Win8.1 Microsoft Office 2010/2013, Microsoft Word, Microsoft Excel, Microsoft Outlook and Outlook Express, Microsoft Access, PowerPoint, Lotus Notes, Visio, ACL, IE & Firefox

Dell - Restricted - Confidential - Privileged2