Wayne Conales

– Sustained 99% online system availability for over four consecutive years through dedicated production monitoring and disciplined operational processes. – Reduced ServiceNow incident turnaround times by ~80% through improved documentation, structured workflows, and enhanced monitoring checkpoints. – Established a structured war-room playbook that significantly improved cross-team response efficiency during critical production incidents. – Led delivery of mainframe components for major regulatory mandates — ACA / PPACA reforms, No Surprises Act, and COVID-19 Public Health Emergency — covering claims and policy administration. – Co-developed a large-scale system conversion from VSAM-driven architecture to DB2, including batch data transformation and migration using COBOL sub-modules. – Served as Subject Matter Expert across Production Support, Policy Administration, and Claims Processing — spanning the full lifecycle from New Business through Claims. – Contributed to architecture and environment initiatives for major system upgrades for a leading U.S. individual health insurance provider.

– Supported a Forbes 100 financial services client on the critical batch-processing path for transactions directly affecting monetary balances. – Progressed from Analyst/Programmer to Senior Software Engineer, taking on technical leadership, delivery oversight, and mentoring of team members across functional and process disciplines. – Contributed to multi-phase regulatory compliance releases under UDAP legislation — covering payment, credit, and fee-processing enhancements under aggressive delivery timelines. – Designed and developed new transaction functionalities including foreign/cash fee separation, reward point redemption payments, and merchant/issuer-initiated statement credits. – Collaborated with application and system architects to ensure solutions were robust, compliant with architectural standards, and scalable.