Lori Jordan

• 24+ years in the industry; understanding of the organizations systems and industry requirements • Data guru / SME; data reconciliation, integration, standards, and compliance • Demonstrated ability for strategic, logical thinking, and problem resolution • Liaison between IT and the business; ensure requirements are being addressed & documented. • BRD creation for system enhancements and development of new features in the application in response to business need or requirements. Approve HLE’s to SOW stage. • MMB/MMM testing of enhancements; analyze and test the functionality of requested break/fix reports or enhancements to the MMB and MMM applications. Ensure seamless introduction into the Production environment with no effect to current operations. • Data reconciliation SME; billing to monitoring and services provided. • Analyze and coordinate large scale data updates. • Mastermind Master File SME; Understanding the needs of our business directly plays into effective maintenance of the MMB & MMM master file configuration. Adhering to the appropriate protocol, current needs, and assessing future needs. • PL/SQL data extracts to utilize for special projects. Respond to organizational and operational demands for custom reporting, data analysis, and data manipulation. • Integration strategies; Research, interpret, document, and facilitate integration projects. Understand operational differences for both inbound and outbound activity in order to integrate customers and align their data to seamlessly transfer services into our systems. • Manage and prioritize team projects; manage team projects effectively and provide accurate results to the originating requestor. Communicate effectively with team members to provide them with clear, concise information to successfully complete their projects. • Provide the Customer Care Organization support; usually related to data configuration and operation as well as signaling questions. Provide ad-hoc SQL reporting services.

Support the operation, administration, and data integrity of the monitoring systems at a national level to ensure efficient operations and increase effectiveness. Develop enhancements, testing, training, and documentation for new revisions of the monitoring software. 1. Master File Administration – Administer and maintain the master files controlling the operation of the monitoring computer systems under the direction of the National MAS Manager. 2. Documentation – Plan and prepare documentation pertaining to the installation, maintenance, and use of monitoring applications and systems in the CMC. 3. National CMC Compliance – Recommend and develop CMC operating policy relating to the monitoring computer systems, alarm dispatch, and call handling to improve efficiency and reduce costs by participating as a member of the national compliance team. 4. Software & System Acceptance – Test and evaluate new or updated software and systems used by the CMC. Work with IT staff and vendor to ensure satisfactory resolution to all issues. 5. MAS Support & Training – Assist the CMC and training groups in resolving internal and external customer issues related to the monitoring systems. 6. System Enhancement & Development – Evaluate current software and system usage to recommend and develop enhancements to increase effectiveness. The enhancements may be in the form of new features, processes, and tools.

Support the operation, adinistration, and data integrity of the monitoring systems at a national level to ensure efficient operations and increase effectiveness. Recommend enhancements and provide testing, training, and documentation for new revisions of the monitoring software. •Master File Administration - Administer and maintain the master files controlling the operation of the monitoring computer systems. •Documentation - Plan and prepare documentation pertaining to the installation, maintenance, and use of monitoring applications and systems in the CMC. •Software & System Acceptance - Test and evaluate new or updated software and systems used by the CMC. Work with IT staff and vendor to ensure satisfactory resolution to all issues. •MAS Support & Training - Assist the CMC and training groups in resolving internal and external customer issues related to the monitoring systems. •National CMC Compliance - Recommend and develop CMC operating policy relating to the monitoring computer systems, alarm dispatch, and call handling to improve efficiency and reduce costs by participating as a member of the national compliance team. •System Enhancement & Development - Evaluate current software and system usage to recommend and develop enhancements to increase effectiveness. The enhancements may be in the form of new features, processes, and tools.

• Tracking and reduction of alarm activity of National Account customers. Ensure proper programming and reporting. First year savings quantified at over 1 million dollars • Interact with National Account Managers and review Customer Profiles to ensure data compliance and implement changes to customer accounts if needed. • Assess the integrity of the National Account database as well as all other B32 monitoring platforms housing National Accounts. • Provide technical/operational support for the Masweb application and instruct Masweb customers on ADT data standards. • Monitor the creation of new accounts in the National Account and Special Operations arena.

• Manage the administrative and support team for the Authorized Dealer Program. • Newly created position which demanded the development and management of all of the following processes: distribute Authorized Dealer Agreements and Amendments, setup new Authorized Dealers in our systems, conversion of Contract to owned accounts, creation and administration of Equifax identification numbers for Dealers Sales force, confirm eligibility for Dealers to receive cash advances and determine repayment terms, process by which dealers would order supplies and marketing materials. • Responsible for the cancellation of Dealers and collection of monies due to ADT. • Provide written requirements for systems enhancements to alleviate manual processes. Instrumental in the creation and implementation of the Authorized Dealer Website, allowing Dealers to enter all of their own installations equaling 40,000 new accounts per month.

 SYSTEM PERFORMANCE -Responsible for optimal performance of 16 pairs of UNIX based IBM F50’s, RS6000-MAS application and all peripherals in a 24 X 7 environment. Systems combined hosted 6+million customers. -Maintaining continuous and proper communication between MAS and all alarm receiving equipment. -Application of all routine daily, weekly and monthly maintenance for all systems. -Administer system security.  USER SUPPORT -Provide user logon control and level of access to systems. Reset user logon passwords. -Training users and customers on the operation of the VRT and creation and distribution of written documentation. -Provide immediate support for approximately 3,500 users internal and external nationwide via telephone or email.  DATABASE INTEGRITY -Coordinating data integration for acquisitions, ensuring the least amount of impact of operations while meeting strict deadlines. -Creation of ProComm scripts to make bulk data changes in an accurate and timely manner. -Communicate regularly with users, upper management as well as system developers to improve system processes and functionalities.

Supervise the timely and accurate data entry for bulk acquisitions. -Tracking of data entry productivity, working against strict deadlines, detailed research of alarm formats, control panels, receivers, collects or i/o programs, and general account information. -Communicate and coordinate the line swing details to all related departments.

Enter new accounts, changes, contracts and billing information. Audited data entry on new accounts, changes, and billing information. Assisted in the development and conversion from the ABM database to the Informix database.