Lawrence Moody has over 35 years of experience in financial auditing, accounting, and information technology management. He has a B.S. in Business Administration from Villanova University. Most recently, he worked at Dell Computer Corp from 2006 to 2015 in various client technical support roles, where he assisted agents in resolving customer issues and drove customer satisfaction. Prior to Dell, he spent 25 years at CNA Insurance Company in roles of increasing responsibility, culminating as the Audit Operations Director where he oversaw the internal audit division.

1. Lawrence A. Moody
209 CAHABA COVE
HERMITAGE, TN. 37076
(615) 430-6022
chileflash@att.net
Dell - Restricted - Confidential - Privileged
1
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 technologydisciplines. Supervised up to 10 direct reports
with responsibilities in Life,Health,Group and Casualtyinsurance 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 Technologymanagementprofessional with over 9 years
of comprehensive experience in a multi-site,multi-host,hardware and software
environment.Highlyknowledgeable in manyIT areas as well as business principles
and processes.An understanding,innovative individual who has an excellent sense of
teamwork to get results byinstilling commitment,trust,fairness,and loyalty. Tackled
complexand technically challenging computer system functionalityissue resolution.
Work Experience:
2006 to 2015 Dell Computer Corp.
2013 to 2015
2008 to 2013
Pro Support – Dispatch Reviewer (DR)/Client Technical Support Senior Specialist
Dispatch Review
 Assisted agents in performing appropriate troubleshooting and parts selection to
accurately achieve resolution ofcustomer software/hardware computer issues.
 Assisted agents in reducing repeatdispatches.
 Provided dispatch approval.
 Assisted in RDR projects/analyses to identify frequentdispatch failures,as well as
provided appropriate solutions with emphasis on floor-wide training/bestpractices.
Pro Support - Case Mentor (CM)
 Driven toward enhanced Team CSAT (customer satisfaction).
 Ensured timeliness and effectiveness byagents in resolving customer cases.
 Daily Review of Teams’ Open SRs and Open Activities.
 Issued dailyCase Managementreports to Technicians,Coaches and Managers.
 Identified potential CSAT failures and escalated to Coaches/Managers.
 Routinelyprovided Case ManagementData Statistics for CM Teams’ analyses.
 Recommended/drafted proposed CMprocedural 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 strategytargets.
 Provided weekly pivot tables to assigned Team Coaches and Managers hi-lighting
outliers in case managementkey areas of focus by individual case and technician.
 Provided individual coaching and feedback to selectOutlier and other Agents daily
to drive improved case managementperformance.
 Conducted side-by-side and Y-jack sessions with selectOutliers and other Agents
as to enhance their soft skills and drive performance improvement.
 Attended CM Team Meetings to discuss overall case managementand address
deficiencies,clarifyand calibrate procedures and hi-lightopportunities for
enhanced CSAT.
 Attendance and participation in regularly scheduled Manager/Coaches Meetings.
 Demonstrated flexibilityin supportcreated by Case Mentor outages.
 Identified and disseminated case managementprocedural updates in
Team/Departmental meetings.

2. Lawrence A. Moody
209 CAHABA COVE
HERMITAGE, TN. 37076
(615) 430-6022
chileflash@att.net
Dell - Restricted - Confidential - Privileged
2
2006 to 2008 Gold Technical Support Specialist
1981 to 2006 CNA Insurance Company, Chicago, IL / Nashville, TN.
1999 to 2006 Business Liaison / Audit Operations Director, Internal Audit Division
 Business Liaison for CNA Life & Group Operations and Global Resource
Managers (GRM) – Provided firstpoint of contact to managementand stafffor
operational and financial audits.
 Established and implemented annual auditplan for Life/LTC, Group and GRM
Insurance audituniverse.
 Developed/oversaw the developmentofwork plans for projects which effectively
incorporate scope,staffing requirements,deliverables,timelines,budgets,
customer availabilityand other possible constraints.
 Actively involved managementin the audit process. Meet with senior business
leadership and discuss auditplans,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 Division
1988 to 1997 Supervising Senior Auditor II, Internal Audit Division
1981 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
 Commitmentto Excellence
 Staff Management& Development
 Controls oriented
 Process Improvement
 Network Management
 Audit ProjectManagement, 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 ManagementSupporting
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