Resume of INFORMATION TECHNOLOGY & BUSINESS OPERATIONS MANAGEMENT PROFESSIONAL

Title
INFORMATION TECHNOLOGY & BUSINESS OPERATIONS MANAGEMENT PROFESSIONAL

Primary Skills
ERP / Logistics / EDI / e-Commerce / CRM / Customer Service / Information Services / Fluent in English & Spanish

Location
US-IL-Pingree Grove

Posted
Jan-03-07

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INFORMATION TECHNOLOGY & BUSINESS OPERATIONS MANAGEMENT PROFESSIONAL

• Management professional with established success in balancing operational efficiencies and business growth with client satisfaction, offering over 14 years of progressively responsible experience in operations management of organizations within the Information Technology and Business Services industry.

• Employs proactive management and strong leadership techniques to generate accomplishment driven workplace environment, resulting in employee loyalty and customer satisfaction at all levels.

• Able to build and foster strategic business relationships with corporate level executives, creating client loyalty and resulting increased revenues and bottom-line profitability.

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BUSINESS KNOWLEDGE

• Enterprise Resource Planning (ERP)
• Supply Chain
• Logistics
• Electronic Data Interchange (EDI, EDI-INT)
• E-Business: B2B & B2C e-Commerce
• Outsourcing (ITO) (BPO)
• Organizational Development
• Business Development
• Project Management
• Negotiations
• Customer Relationship Management (CRM)
• Customer Service
• Information Services
• Client Relations
• Business Services
• Bilingual -- Fluent in English & Spanish

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TECHNICAL KNOWLEDGE

• SAP R/3: Administration, ASAP, ERP, mySAP
• Crystal Reports
• Windows XP
• Windows 2003 Server
• UNIX
• IBM AIX
• Solaris 9, 10, OpenSolaris
• LINUX
• IBM A+ Trained
• Microsoft Office Suite
• Lotus Suite
• Open Office Suite
• MS Project • Visio
• Oracle Database
• IBM DB2 Universal Database and Client/Server
• HP : SMS Service Center
• Cleo LexiCom
• Internetworking Technologies
• Networking and High Speed Technologies

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PROFESSIONAL EXPERIENCE

GXS - GLOBAL EXCHANGE SERVICES, Schaumburg, Illinois 2005 TO PRESENT
TECHNICAL SUPPORT MANAGER

Managed a Worldwide Team of world-class B2B e-Commerce professionals for the leading worldwide provider of on-demand B2B e-commerce solutions that simplify and enhance business process integration and collaboration. Organizations worldwide, including over 75 percent of the Fortune 500, leverage GXS services to achieve balance between supply and demand. GXS solutions enable customers both large and small, to connect with global partners, synchronize product information, optimize inventory levels and demand forecasts, and accelerate the execution of supply chains.

• Maintained and develop a group of highly skilled technical resources ensuring the appropriate training and tools were available.
• Led and was responsible for day to day production support proactive and reactive problem management.
• Monitored call and ticket handling processes to ensure SLA's were met or exceeded
• Monitored problem escalations through analysis of incident and problem tickets, postmortems, and monitoring alerts in order to ascertain trends and predict/isolate anomalies so that proactive corrective steps could be taken.
• Ensured 7x24 availability of support using employees in all global regions.
• Met with customers as needed to discuss production issues and improvement plans.
• Provided high-level services to analyze client business processes and recommend strategies to enable or expand e-commerce solutions.
• Drove continuous service improvement based upon quality metrics and customer feedback.
• Advised customers on how to created business processes that integrate unique business rules with the EDI translation, providing comprehensive, start-to-finish processing for standard business documents.

IBM - INTERNATIONAL BUSINESS MACHINES CORP., Schaumburg, Illinois 1995 to 2005
IT AND E-COMMERCE SUPPORT MANAGER

Served in progressively responsible supervisory and management roles culminating in the management of a National Team of world-class B2B e-Commerce professionals for the world's largest business and information technology services provider helping customers in more than 150 countries manage their IT operations and resources.

• Led and participated on process improvement teams -- internal and cross functional.
• Develop documentation in support of the process improvement effort.
• Worked with analysts and management to change processes to correct or eliminate errors and reduce costs at the root cause based on analysis of data relevant to the current process.
• Actively participated in establishing best processes for all activities.
• Worked closely with internal and external customers, and Value Added Networks (VANs) to identify process gaps and define potential solutions.
• Analyze business processes and specified / configured application to efficiently support business needs.
• Collaborated with vendors, trading partners, and internal functional teams to define EDI and e-Commerce requirements.
• Integrated B2B functionality to business processes.
• Monitored daily operations and performance.
• Provided technical leadership and serve as the lead on projects.
• Serve as a point of escalation for EDI/B2B related issues and as a key contact for customers, vendors and internal functional organizations.
• Participate on process improvement teams utilizing best practices tools and methodologies.


CTG - COMPUTER TASK GROUP INC., Chicago, Illinois 1993 to 1995
FIELD MANAGER / IT CONSULTANT

CTG delivers information technology staffing, solutions and application management outsourcing to businesses that includes many of the Global 2000.

• Recruited, retained, and managed IT talent for multiple clients at multiple locations.
• Planed, designed, implemented and maintained a full range of IT solutions for clients.
• Aided clients to assess and evaluate their business strategies, operations, and processes to achieve measurable improvements in business performance using IT.
• Services included support for single or multiple applications, systems maintenance, enhancement, manned help desk, development and integration solutions.

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MILITARY SERVICE

UNITED STATED MARINE CORPS RESERVE, Chicago, Illinois 1997 to 2005

• Honorably Discharged from the United States Marine Corps.
• Used experience, duties and professional responsibilities in the United States Marine Corps to develop and strengthen leadership skills.
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EDUCATION

BACHELOR OF SCIENCE, BUSINESS OPERATIONS MANAGEMENT
DEVRY UNIVERSITY
School of Business Administration
Addison, Illinois

Certifications
See above


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