Jeffrey A. Bockman's Resume

Jeffrey A. Bockman
www.JeffBockman.com
jeffb@anet.com

SUMMARY

An analytical, creative professional with extensive experience in consulting and information technology in various industries. Major strengths are operations analysis, the effective implementation and use of information technology, problem solving, and oral and written presentations. A committed, innovative leader who has a track record of improving and standardizing operations.

LEADERSHIP

Led the early adaptation and implementation of several technologies to solve business problems. Led standardization efforts between two departments for both manual and automated procedures. Led several volunteer organization boards through major changes that increased membership and improved the services being offered.

MANAGEMENT

Managed a unit supporting operations analysis and systems development and support for a 500+ person department with 27 offices in the US, Canada, Belgium, and Japan. Project management utilizing cross-functional teams included: a $10,000,000 company-wide LAN/WAN installation; numerous application development and implementation projects, customer support center process improvement projects, and establishing electronic interfaces with two vendors and a state regulator. Developed staffing models and performance metrics allowing the department to quickly adjust staffing levels to a rapidly changing business climate, improving profitability..

BUSINESS PROCESS REDESIGN and APPLICATION DEVELOPMENT

An experienced problem solver who believes in redesigning or improving the process rather than just automating it. Develops justified recommendations and sells them to management. Designed and developed a variety of manual and automated systems that improved productivity and reduced expenses by up to 50% while maintaining or increasing quality. Projects included nationwide field engineer work assignment and workload management systems, client billing systems, and automated data interfaces. .

CHANGE MANAGEMENT

Successfully implemented numerous business process and system changes as well as several "performance measurement and reporting" initiatives. Utilizes user involvement and input, service management techniques, along with fair and equitable performance reporting to improve the acceptance of new systems. Cultural awareness allowed flexibility to accommodate the need for local differences while maintaining standardization..

COMMUNICATION / TRAINING

Provided system overviews and training to users and management. Presented to user groups and national conferences. Experienced in classroom and one-on-one training. Facilitated vision/search conferences. Frequent feature writer for a nationwide magazine. Developed and managed Intranet and Internet sites..

PLANNING / FORECASTING

Developed long-range scenarios and operational plans based upon insurance and technology industry trends and company needs. Builds staffing models and other performance metrics based upon key metrics, sales and workload goals and trends.

PROFESSIONAL EXPERIENCE

KEMPER INSURANCE COMPANY, Long Grove, IL 1979 - 2003
Former top 20 property and casualty insurance company

Senior IT Consultant

Improved customer's experience and reduced the time to record a call by 10% by developing an interface that pre-filled customer information with data from other corporate systems.
Managed the implementation of an electronic interface with IBM to quickly report hardware problems reducing the downtime for customers.
Created and implemented Intranet based daily status reports that led to the reduction of open problems by 84% within 3 months and improved the handing of transferred problems by 25%,resolving customer's problems faster.
Special Assignment/Senior Business Analyst 1994-1996
Managed the $10,000,000 company-wide LAN installation project and then provided support.
Managed the on time and within budget implementation of the branch office servers and workstations in support of a major corporate re-engineering project.
Provided system training and developed a problem management tool so that branch office LAN administrators and managers could quickly lookup and resolve similar problems or report new problems.
Loss Control Engineering Operations Manager 1984-1994
Managed three analysts and one programmer supporting operations analysis and systems development and support for a 500+ person department with 27 offices in the US, Canada, Belgium, and Japan.
Systematized the client billing system reducing staffing by 50%, invoice processing time by 80%, and increasing revenue with the implementation of interest on overdue amounts.
Designed and developed a work assignment system reducing the time to get a request to a field engineer, providing performance measurement reports, and reducing the clerical ratio.
Developed staffing models and performance metrics allowing department to quickly adjust staffing levels to a rapidly changing business climate, improving profitability.
Spearheaded the standardization of operations and reports for two major units allowing for the eventual reduction of managerial and clerical staffs.
Reduced fines for late inspections and excessive correspondence by developing an interface to electronically send inspection reports to the Pennsylvania State Fire Marshal's office.
Loss Control Engineering Staff Consultant 1981-1984
Developed a variety of automated systems that improved productivity or reduced costs.
Staff Fire Loss Control Consultant, Chicago 1979-1981
Provided internal and external consulting services, quality review and training for field staff.

J. A. BOCKMAN ENGINEERING, Green Lake, WI 1977 - 1979
Independent consultant providing fire protection inspections and consulting services for insurance companies and agents, a risk management firm, and manufacturing businesses.

UNDERWRITERS SERVICE ASSOCIATION, Chicago 1972 - 1977
Property Insurance pool of 12 companies covering higher valued and more hazardous risks.

INSURANCE SERVICES OFFICE, Chicago, IL 1971 - 1972
Formerly Illinois Inspection & Rating Bureau - the authority that set property insurance rates

EDUCATION

MBA, Illinois Benedictine College - Lisle, IL

Certificate in the Management of Quality - Illinois Benedictine College - Lisle, IL

Bachelor of Science, Fire Protection Engineering - Illinois Institute of Technology - Chicago, IL

PROFESSIONAL CERTIFICATION

Registered Professional Engineer - Illinois by Examination

ASSOCIATIONS

CODIC - Chicago Organization Development Institute Chapter - a professional organization
Chairperson, Vice Chairperson, Webmaster

PRO-CHANGE INTERNATIONAL
International Organization Development professionals
Webmaster

DUPAGE COUNTY GENEALOGICAL SOCIETY (400+ members)
President for three years, Board Member for six, Instructor, and Lecturer

ILLINOIS STATE GENEALOGICAL SOCIETY (1,500 members)
Vice President and Lecturer for four years

Systems

Relational Databases & Languages: DB/2, Model204, RBase, SQL
Help Desk Knowledgebase: Expert Advisor / Tivoli Problem Management - Support & Customization
Lotus Notes - Designed, Built & Supported
Reporting Tools: Crystal Reports, Excel, HTML, Intellect, Approach, SA Script (KML)
Office Systems: MS Office, Lotus Smartsuite, WordPerfect
Operating Systems: XP, NT, OS/2, DOS, Windows
LAN/WAN: OS/2 Server, NT Server
Programming Languages: SA Script, RBase, Lotus Notes, M204, REX, BASIC

Revised 29 December 2003