Leadership:
Diverse
management expertise includes technology exploration and implementation, IT
team building and training, quality assurance, production, client programs, and
logistics. Former Software Consultant for TECSYS US, Inc.
Communication:
Quick
learner with an ability to rapidly achieve organizational integration,
assimilate job requirements and employ new ideas, concepts, methods and
technologies. Thrives in both independent and collaborative work environments.
Bilingual (Intermediate Spanish).
Project
Management:
Played a vital role in several implementation projects for Direct Source
Distributing, PC Service Source, and TECSYS. Key team member in an $8M+
project lasting 4 years, as consultant to Lextron Animal Health (client of TECSYS
US, Inc.).
Customer
Service: Builds
strong rapport and long-term relationships. Experience collaborating with key
representatives from high-profile companies (Vanstar, TSS, HP, Gateway, IBM,
and Micron).
Technical
Proficiency:
UNIX, Microsoft Windows XP / NT / 9x, SQL, and Networking.
Professional Experience
TECSYS US, Inc., Texas 2000 – 2003
Software Application
Consultant
Train, advise, and manage projects related to
implementation of TECSYS Elite Series Products (Elite DMS, Elite FMS, Elite.eCom).
Extensive travel (95%) to customer sites for product training and support for
pre- and post-"go live" scenarios. Document client business reviews
for software / system modification. Provide 1st-level technical
support. Review and diagnose software / hardware issues, perform replication
testing, and recommend solutions.
► Managed
and delivered TECSYS's first Elite.eCom implementation
and "go live" (oversaw client coordination, issue
resolution, documentation, testing, program setup, and support).
►
Maintained high percentage of billable hours (averaged
90%+).
►
Defused tense software issues and training situations
at client locations.
Direct Source Distributing, Texas 1999 – 2000
Manager Of Reverse Logistics
/ Quality Control Testing / Production
Redesigned the Returns and QC processes for B2B
distribution (e-commerce and standard). Supervised call center with 6-8
technical support employees. Managed and coordinated 20+ person production
teams. Collaborated with Purchasing Managers and Customer Program Managers on
product and exchange issues. Evaluated employees and processes, and recommended
and implemented new technologies to improve productivity and service. Built
Internal PCs, installed software, and set up printers, barcode scanners, and
label printers.
►
Increased internal and external customer response time
by 75% without the addition of new equipment and personnel through process and
associate changes.
►
Eliminated testing backlog from 7 months to zero
(within 2 months).
►
Designed requirements for and implemented a new Returns
Processing Program (RMAP), resulting in increased productivity customer
satisfaction through online customer communication.
►
Served as member of the IT Implementation / Training
Team, and led ERP implementation of MACS software (Mail Order and Cataloging
System, Smith-Gardner).
►
Developed and initiated company’s first repackaging
effort (“No Problem Found” (NPF) product), including all product rollout
functions and resource coordination in a bilingual environment.
►
Reduced call-wait time for customer issues and raised
the bar for quality technical support and customer service for all PC-related
products.
PC Service Source, Texas 1995 – 1999
Team Manager – Customer
Programs / OEM Programs
Managed and trained team of 14 employees
(processed specialized returns from high-profile customers). Collaborated with
high-profile corporate representatives (Vanstar, TSS, HP, Gateway, IBM, Micron)
to develop programs and procedures for customer returns and warranty exchanges.
Collaborated with corporate management team on technical issues.
►
Received three PCSS Leadership Awards (1997, 1998,
1999) and PCSS Extra Mile Award (1998).
►
Rapidly promoted within the Distribution Center
management team. Moved through positions in shipping, returns, product ID,
customer issues, order fulfillment, and customer programs.
►
Created the PID Database (product identification) to
assist receiving personnel in the correct receipt of computer product returns
and exchanges.
►
Created flash reporting process for senior management
to view the reverse logistics statistics.
►
Served as member of the Distribution Center IT team to
identify system bugs, recommend system modifications, perform functional
development testing, and to train new team members.
►
Served as member of the Customer / Vendor Tour
Presentation Team.
Honeywell, Inc., Texas 1995
Robot Operator / Inspector
Operating Systems:
|
Microsoft Windows XP / 2000 / NT / 9x, UNIX
(beginner) |
Software:
|
Microsoft: Word, Excel, Access, PowerPoint, Outlook, Visio, Project,
Internet Explorer; Macromedia (Level 1): Dreamweaver, Fireworks,
Flash
|
Applications:
|
ERP: TECSYS Elite Series (Distribution Management System, Warehouse
Management System, and Elite.eCom); Smith Gardner MACS (Ecometry);
shipping carrier software
|
Programming:
|
SQL, HTML (beginner)
|
Hardware:
|
LAN / office networking / printing (Intermediate), PC building, hardware
installation, office equipment
|
Industrial:
|
Fork Lift Certified (2000)
|
|
 |
