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EXPERIENCE:

 

Culinary Software ServicesMay 2015 – Current

Boulder, Colorado

Senior Help Desk Manager/Customer Support Manager & Customer Care Management

As the Sr. Leader of the Technical Support Help Desk and Support Department I provide and manage incident management to ensure customer’s problems are resolved in both a timely and efficient manner. My primary responsibility is to manage the department which provides customer-facing technical support to over our 38K install base client server and hosted customers. Secondarily, our Help Desk provides in-house technical support and services to all CSS Staff. Quality Control is a core element if my role. Testing of existing and new product releases on a weekly release cycle.

Sample Responsibilities:

·   Requirement, hire, training, mentoring and termination process of Help Desk personnel, to include professional development of Help Desk Representatives and technical staff.

·   Ensure CSS customers receive quality support in a timely manner.

·   Manage customer service levels provided to varying customer base.

·   Work with senior management to create company standards in provision of support and develop quality metrics to measure attainment of standards.

·   Development and documentation of policies, procedures and training materials for the Support Department.

·   Act as escalation point in provision of technical solutions and service to customers (clients such as Apple/Café Mac, Whole Foods , PGA tours)

·   Provide technical and customer account management for large customer accounts. (Apple, Whole Foods, Marriot etc.)

·   Database management of customer records in proprietary CRM and ticketing solution.

·   Testing of weekly, existing and new software releases.

·   Provide input into product development processes.

·   Communicating with programming staff on issues relating to bug fixes, product enhancements etc.

·   Act as a technical resource to all company employees.

·   Maintain records of computer and telephone assets and maintenance contracts.

·   Set up hardware and software for new employees.

·   Point person for internal telephone system issues and configuration.

·   Ensure that operating system updates and anti-virus software updates are up to date for all company computers.

·   Creation of interfaces (through import of ASCII files) between 3rd party vendors and ChefTec products. Such as Sale, Invoice, POS

·   Liaise with new 3rd party vendors regarding feasibility of EDI and non-EDI interfaces. SYSCO, US Foods and others based on client needs,

Operating Systems/Environments: Windows 7, Windows 8, and Windows 10   Databases, Software, Languages:  MS SQL 2014, SQL Enterprise Manager  Hardware:  Dell  Applications/ Software – Calypso CRM, Microsoft Office Suite, ChefTec, CoreTec, RDC, Norton, GoToAssist Languages SQL Technologies –TCP/IP, DNS, DHCP, LAN, WAN, VPN, Wi-Fi, FTP

 

 

 

SUCCESS Partners/Success MagazineDecember 2013 – February 2015

Lake Dallas, Texas 

Business Systems Manager

As the Business Systems Manager I was responsible for the overall design, implementation and management/direction of Success Partners/SUCCESS Magazine’s IT Solutions and Project Management Organization.  Key accomplishments include successful completion of ERP (NetSuite) implementation and integration.  Responsible for administration, integration of CRM, Reporting, Supply Chain, Shipping, Sales Tax and E-commerce.  Managed Project Portfolio of 28 plus IT Projects consecutively. Responsible for validation of system requirements, vendor evaluations, selection and management. Management of internal and external project resources, project budgets, management of implementations and transition process to include thorough documentation and management of training for new systems. Responsible for corporate Change Management policy, process and enforcement.  Corporate enforcement of PCI Compliance.  Systems/Applications successfully implemented and integrated – NetSuite ERP Cloud SaaS, RF-Smart, PaceJet, Cybersource, Auth.net, Piracle Pay, CCH , XMPie and Magento Enterprise. Successful Management of PMO Office, development, and consulting resources.

 

Operating Systems/Environments: Windows, NT, Linux  Databases, Software, Languages:  Oracle9ia & 10g, 11gR2, MS SQL  Hardware ODA, Sun fire, HP, CISCO, Dell  Applications/ Software – NetSuite, Mas200, Pace Jet, CCH, RFSMART, Piracle Pay, Magento, JIRA, Numara, SalesForce.com, Magento, XMPie, Revel POS, MS Office Suite, Google Analytics Languages PHP, .net, SQL Technologies – AS2, ACD, TCP/IP, DNS, DHCP, LAN, WAN, VPN, Wi-Fi, FTP

 

 

 

New Breed LogisticsMarch 2013 – December 2013

Fort Worth, TX 

SR. IT Client Support Manager – WMS Reverse Logistics

IT Client Support division in Fort Worth, Texas responsible for providing IT Support and solutions to one of the largest Wireless companies Reverse Logistics center.  This center processes millions of devices each year to determine fraud, abuse, failures before sending to repair vendors.  I managed a team of Business Analysts focused on the information technology requirements of New Breed’s clients.  The team supported Consumer and Store Return, Repairs, Warehousing, Direct fulfillment and bulk store shipments.  Custom developed solutions were utilized in .net/Java/Oracle.  Responsibilities included project management, system implementation and ongoing client relationship management as well as business development.

·               Served as project manager for system implementations, upgrades and support

·               Defined business issues and their system solutions including analysis of alternatives and ROI

·               Planned scheduled managed budgets, interfaced with users, developed implementation plan documents, managed implementations, configured systems, trained users and provided post implementation support

·               Provided customer support management for internal and external clients

·               Determined new business opportunities with existing clients and developed proposals for additional services

Operating Systems/Environments: Windows, NT, Linux  Databases, Software, Languages, Databases:  Oracle9ia & 10g, 11gR2, MS SQL  Hardware ODA, Sun fire, HP, CISCO, Dell  Backup  HP EVA6000 SAN, Oracle ZFS Sun Storage Applications/ Software – Oracle ERP 11i, Principal Tool Box, Integrify, KRONOS , Connectship, Loftware, CISCO VPN Languages  SQL Technologies – AS2, ACD, TCP/IP, DNS, DHCP, LAN, WAN, VPN, Wi-Fi, FTP

 

 

 

Wright & McGill Co – Eagle ClawApril 2007 – March 2013

Denver, Colorado 

IT Director

Senior leadership role responsible for managing all phases of Wright & McGill’s IT Department in accordance with organizational polices and goals:

·               Direct Information System Department

·               Management of (2) locations/sites   Denver, CO and Camdenton, MO (Laker Fishing Tackle)

·               Creation, administration of department

·               EDI Management (GENTRAN, SPS Commerce, ProEdi) 35 Trading Partners, EDI Documents -810, 850,856, 812, 860, 855’

·               ERP Manager Oracle 11i, 11.5.10, R12 Production Management (Oracle Apps including Order Management, Advanced Pricing, Warehouse Management, WIP, BOM, Ecommerce Gateway

·               Help Desk Management

·               Analyze, maximize use of ERP application to improve business operations, processes and productivity, reduce expenses

·               Overall responsibility for analysis, implementation, maintenance and support of voice, data and video communication systems

·               Research, implement, maintain, support new technologies and software to support Corporate initiatives

·               Ensure proper functioning of information processing; data integrity, performance latency and backups

·               Ensure computer equipment, hardware and software is updated to meet organizational needs

·               Overall responsibility for network security, following industry best practices, including firewall installation, security monitoring, conducting and participating in security reviews.

·               Direct vendor qualification and negotiations for IT system maintenance, system documentation, vendor-supplied packaged programs, utilities and other technical programs

·               Departmental emergency and contingency plans

·               Provide guidance to staff in solution of hardware/software related problems

·               Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected

·               Project Management

·               Change Management

Operating Systems/Environments: UNIX, Novell Netware 6.5, Windows, NT, Oracle Enterprise Linux 5.5, Red hat, MS Windows 95-Windows 2007, Mac OS(s) Databases, Software, Languages, Databases:  Oracle9ia & 10g, 11gR2, MS SQL Hardware ODA, Sun fire, HP, CISCO, Dell Backup HP EVA6000 SAN, Oracle ZFS Sun Storage Applications/ Software – Oracle ERP 11i (11.5.10) – Financials, OE, ODP/DRP, Advanced Pricing, Warehouse Management (WMS), WIP, BOM, Oracle Ecommerce Gateway, Discoverer, OBIEE, MetaLink, Microsoft Office 2003-2010, MS Exchange, SharePoint, Novell GroupWise, GroupWise PDA, Qwava, ETime, Clippership, Loftware, Gentran, ProShip, ProEdi, SPS Commerce, Spybot, Border Manager, Symantec Antivirus, Kaspersky, FileZilla, Identicard, IVIS, JDA Prospace, Autodesk CAD, CommVault, Malware bytes, webroot Spy Sweeper, ADP-EZ Labor, FTP, Loftware, CISCO VPN Languages   Visual Basic, C++, Java, PERL, SQL Technologies – AS2, ACD, TCP/IP, DNS, DHCP, LAN, WAN, VPN, Wi-Fi, FTP  Iaas/Paas Vault Logix, Websense, 1sync, Media Temple

 

 

TEK Systems – Level 3 CommunicationsJune 2006 – April 2007

Broomfield, Colorado

Systems Implementation Management

Level 3 Communications; primary focus on B2B API and Portal Implementations.  Overall management of customer B2B API and Portal implementations, integrations and upgrades.  Role comprised of Project Management, Documentation/Specification, error code management, testing, system administration, training, training content management and application support.  Perform as lead on developing test plans, use cases and execution for Customers/Partners.  Responsible for the creation, review and approval of testing and or validation processes, documentation and communication with the B2B Partner Management Team. Write and maintain test automation where applicable.  Develops PDM quality assurance standards related to VOIP implementation projects.  Define and track PDM quality assurance metrics.  Leverage experience and knowledge to assist in developing TCOE Testing Methodology.  Oversee system, functional, data, DB integrity, integration, security and access control, user acceptance, stress load, performance and regression testing.  Environment – mainframe, distributed, and web based.  Assist with integration of acquired communication companies Portal and API Products. Primarily Microsoft.net environments, e-commerce, dynamic driven, content management environments and 3^rd party real-time interfaces.

 

Operating Systems/Environments: Windows, NT, Linux, UNIX Databases, Software, Languages & Technologies:  Databases 9iaAS & 10g, MS SQL, MS Access Software Oracle ERP 11i- iProc, iExpense, Financials, OE, Depot Repair, iStore, Contracts, ODP/DRP, CRM, Discoverer, Tutor, Oracle HTML DB, Metalink, MS outlook, Primavera Technologies- VR, ACD, TCP/IP, DNS, DHCP, LAN, WAN, VPN, VOIP, Wi-FI, XML, SOAP, ClearQuest, MS SharePoint, STI, Clarify, Mercury suite testing types (i.e. White Box, Black Box, Integration, End to End), RUP  Proprietary applications:  MOKSHA, MOAB, LNPGateway, TNWebCapture, NUMS, SPORANO, Test Manager

 

 

Cochlear Americas May 1999 – November 2005

Englewood, Colorado

Information Systems Manager/Americas Regional IT Manager

Cochlear is an International medical device manufacturer producing the Nucleus/Cochlear Hearing implant for the profoundly deaf.  Employee base is 1500 globally.  Global gross revenue ranges from 60 million dollars to 80 million dollars annually.  As the Americas Regional IT Manager, I held a senior leadership role responsible for the network operations, telecommunication systems, hardware and software systems, helpdesk management, all in accordance with global organizational policies and goals.

Key Achievements:

·   Senior IT Leadership for rapidly growing global organization

·   Led on-time, under budget ERP implementation (Oracle 11i)

·   CAM Web Store design, development and integration

·   Facilitated successful Corporate Office Relocation(s)

·   Reduced Regional Telecom long Distance expense by 30K annually

·   Designed, developed and executed ERP Change Management Program

·   Managed Million dollar Regional Budget(s)

·   Lead global operations and technical integration of Entific USA Acquisition

·   Conducted Regional Business Re-engineering initiatives(s)

·   Consolidated Corporate Cellular/Wireless Agreements resulting in 48.9% annual cost reduction

Responsibilities:

Ø        Direct reports 10-22 technical and functional staff, permanent and contract/consultants

Ø        ERP Manager; Implementation Project Management, Production Management

Ø        Team Lead and Coach

Ø        Regional Manager for Global implementations/projects

Ø        Overall responsibility for analysis, implementation, maintenance and support of voice, data and video communication systems

Ø        Analyze and maximize use of ERP application to improve business operations and processes

Ø        Lead coordination of systems and software utilization for end-users, departments and vendors

Ø        Ensure proper functioning of information processing and make upgrades as appropriate, necessary and approved

Ø        Ensure computer equipment, hardware and software updated to meet organizational needs

Ø        Overall responsibility for network security, following industry best practices, including firewall installation, security monitoring, conducting and participating in security reviews

Ø        Regional CSV (Computer System Validation) Management, compliance to include ISO, HIPPA, FDA guidelines, regulations – creation and review of software validation documents to ensure adherence to company procedures, as well as compliance of applicable FDA regulations (21 CFR Part 820, 70(1) and 21 CFR Part 11)

Ø        Direct vendor qualifications and negotiations for IT system maintenance, system documentation, vendor supplied packaged programs, utilities, date communication programs and o their highly technical programs

Ø        Implement policies and procedures regarding how problems are identified, received, documented, distributed and corrected

Ø        Participate in vendor qualification, negotiations and management including review of SOWs – Manage IT Vendor relationships

Ø        Disaster recovery and Business Continuity

Operating Systems/Environments:  Novell, Windows, NT, Linux, UNIX, VM Databases, Software, Languages & Technologies:  Databases 9iaAS & 10g, Btrieve, OLAP Centura, MS SQL, MS Access Software Oracle ERP 11i- iProc, iExpense, Financials, OE, Depot Repair, iStore, Contracts, ODP/DRP, CRM, Discoverer, Tutor, Oracle HTML DB, Metalink, MS Outlook, Lotus Enterprise Integration, Lotus Samtime, Domino, Lotus Collaboration Suite, Lotus IBM Director, Lotus Quick Place, Lotus Easy Sync, Domino Designer, Rapid Web Publisher, Checkpoint VPN1, Trend Micro, Dameware, Packet Shaper, Kewill/Javalin, Java, J2EE, Vertex, Hyperion, NetRegulas, Medisoft, BI, TOAD, Boomerang, Ceridian, GoldMine, ACT, Policy IQ, TrackIT, Verisign Technologies- VR, ACD, TCP/IP, DNS, DHCP, LAN,WAN, VPN, VOIP, Wi-FI, XML,  

 

 

 

 

US West Communications December 1997– May 1999

Denver, Colorado

Corporate Financial Planning and Analysis Manager

As a Manager within the Corporate FP&A Systems Team responsibilities included Project Management, System Design, Testing, Deployment, Training and Production support.

MR Capital Financial System – overall management of systems, database, data and validation

·   Database Administration – Oracle, SQL

·   Financial reporting – Crystal Reports, Oracle Discoverer MS Access, Actuate

·   Corporate Budget Transfer system management/administration – DBA Oracle 8, reporting – Oracle Discoverer 3.1

·   Supervision/Management of Occupational Staff/Technical Assistant

·   Technical Documentation

·   Change Control

·   Design, tested, managed the conversion of Capital (Oracle) to Hyperion MBA

·   Client Technical Support

·   Design, Development, Testing and Delivery

·   Webmaster – design, development and maintenance of Corp FP&A Intranet; Knowledge management, publication, content management, authoring and publishing

·   Hyperion Financial System Administration – System design, deployment and testing of Hyperion MBA, Pillar, Enterprise and Spiderman.  System Administration for Hyperion Modules; MBA Revenue and Expense & Budget, Hyperion Enterprise Long Range Plan, Enterprise FRAN and Tax Modules, Pillar Budgeting Module

·   Citrix Administration

·   Project Management

Operating Systems/Environments:  Novell, NT, UNIX , MVS, VM Windows  Databases, Software, Languages & Technologies:  Oracle v7, v8, SQL/SQL Plus, Oracle Discoverer 3.0, Oracle Enterprise Manager, FOCUS, Crystal Reports, Formula One, MS Access, Cold Fusion, Microsoft FrontPage, Netscape Composer, Macromedia Author ware, PERL, Express, MS Visio, Microsoft Application Suite, NetMail, MS Outlook, Lotus Notes,

 

 

US West Inc. Law Group Technology ServicesSeptember 1996 – December 1997

Denver, Colorado

Senior Help Desk Technician/System Administrator

Supported clients, peers and other technical organizations through extensive software/hardware support, application training, systems administration, and root cause analysis.  End User base comprised of 1300 PC and MAC users across 14 states.  Responsible for system implementation, integrations, maintenance/support hardware/software, network/servers and training products.  Technical duties included but were not limited to: database administration, system administration, network administration and technical training.

 

 

KCM Computer Consulting March 1995 – September 1996

Englewood, Colorado

Sr. Administrator/Technical Recruiter/IT Support

Responsibilities included but were not limited to Technical –LAN Support, Telephony Support, PC Software/hardware support and maintenance, database management/administration, web development, desktop publishing and technical training.  HR related responsibilities encompassed Recruiting, personnel development, hiring, terminations, benefits administration, OSHA Compliance, EEO Compliance and commercial lease management.  Office administration tasks were comprised of financial budget analysis, space planning, vendor/contract negotiations and serving as Media Liaison.

 

 

First Nationwide Bank March1994 – March 1995

Lakewood, Colorado

National Facilities Coordinator

National facilities management comprised of 150 owned and or leased buildings, retail spaces and commercial proprieties across the US.  Management/Maintenance included HVAC contracts/service, Janitorial Service contracts/compliance, plumbing contracts, Energy Management, Asbestos, City/Code compliance, Snow removal, ATM site repair, Landscape contract management, and Bid Insurance certificates.  Responsible for AP/AR, collections, budget analysis, systems administration, Conair Energy Management, Database administration DBASIII.

 

 

EDUCATION

University of Northern Colorado — June/1993

Metropolitan State College, Denver, CO

·   Sociology, Criminal Justice, Computer Science

 

 

Professional Memberships

·  NetSuite User Group

·  RMOUG – Rocky Mountain Oracle Users Group

·  AITP – association of Information Technolody Professionals

·  ARMA – Associsation of Records Managers and Administrors, Inc.

·  ioug oracle application user group

·  inaau – International Alliance of Avya Users, Inc.

·  actp – Association of CO Telecommunications Porfessionals

·  Gartner Group – Midsize Summit Annual Sponsorship