Resume of Systems Manager

Title
Systems Manager

Primary Skills
Respected, energetic leader capable of building strong self-sufficient teams dedicated to excellence.

Location
US-TX-Kennedale

Posted
Jan-07-08

Driven, success oriented professional with over 11 of years combined experience in the delivery of Superior Customer Service, staff development and cutting edge technology to meet evolving operational demands. Keen troubleshooter respected for the ability to quickly grasp, interpret and disseminate technical information to various audiences. Respected, energetic leader capable of building strong self-sufficient teams dedicated to excellence. Core competencies include:

* Technical troubleshooting * Verbal & Written communication
* Technical writing/development * Project Management
* Productivity enhancements * Team management & training
* Workflow prioritization * Customer Service delivery
* Performance appraisals * Service Level Agreements/Goals
* Budgeting * Web Development
* Staff succession planning * Organizational management
SKILLS SUMMARY


Professional Skills
Customer Relationship Management * IT Support * Documentation Development * Knowledge Management * Hardware Installation * Troubleshooting, Problem Solving & Analysis * Team Development & Leadership * Systems Testing, Training & Implementation

OS Knowledge, Application and Database Skills
Microsoft Windows OS variants * IBM OSx * UNIX
Microsoft Office Applications, Excel, Word, Power Point, Visio, Outlook, Access, InfoPath * Microsoft Expression Web * MS SharePoint Administration (MOSS) * SQL * ASP.NET * HTML * Adobe * PeopleSoft CRM * Peregrine Service Center * Nortel VPN * Norton Security Suite

Hardware Skills
RFID & related RF Hardware Technologies * IBM servers, desktops, laptops & PC's * HP servers * Lexmark, HP laser printers * Neoware thin client workstations * SCSI, IDE & SATA * Kodak imageing PC's * IBM POS systems & peripherals * Musak systems/amplification * Baker, Innovation & Auto Med dispensing systems

Networking/Telephony Skills
Vertical Networks IO PBX * Telco interface points * VoIP * Motorola Frame * ISDN, DSL, Cable, T1/56K, VSAT & Networks * Wired and Wireless Networking hardware & GUI * POE * Bridges & adapters * Token Ring, CAT5, RG6, RJ11, RJ14 cabling standards and implementation * WLAN, LAN and PAN setup and administration


EXPERIENCE HIGHLIGHTS

CVS CAREMARK CORPORATION, Woonsocket, RI 1996 to Present

Largest retail pharmacy chain and pharmacy services provider in the U.S filling or managing over one billion prescriptions annually, improving healthcare outcomes through its 6,200 CVS/pharmacy stores; its pharmacy benefit management, mail order and specialty pharmacy division, Caremark Pharmacy Services; its retail-based health clinic subsidiary, Minute Clinic; and its online pharmacy.

2002 to Present
IS Lead Specialist - Customer Support Kennedale, TX
Independent leadership role challenged to educate, train and support teams of capable field service engineers and outside contractors to maintain, repair and service a variety of network and telephony systems within retail pharmacy outlets throughout the U.S.
* Administrator of the departmental Microsoft SharePoint site in order to maintain the highest levels of communication and information continuity.
* Lead a team of 9 service engineers covering over 420 locations in TX and LA.
* Supply second level technical support to over 150 field service engineers and outsourced vendors servicing over 6,400 locations throughout the US on a 24x7 basis.
* Monitor reports and provide guidance to realize the delivery on 100% of all ISQ and SLA related goals by 100 - 108% annually.
* Introduced a 'Team Store Checklist' to maintain optimal equipment uptime for life cycle management and preventative maintenance saving payroll costs and ensuring the highest customer satisfaction.
* Designed, implemented and maintain the department's first ever digital service manual.
* Coordinated with Stakeholders to revamp the CRM database by adding an "item search category" and item re-naming/retiring process for over 8,000 hardware items slashing associated administration time and shipping costs.
* Conceived, compose and maintain the monthly departmental newsletter designed to provide and cement a uniform source of knowledge and technical understanding across the department.
* Spearheaded training for outside vendors for the Albertsons and Eckerd acquisitions. Monitored outsourced vendor performance and adherence to company standards through site visits.
* Consulted with InSource Partners at the request of FTS IT Management to convey and document the departmental best practices during the Enterprise Process Optimization evaluation to secure the bid of the field services department to remain an in-house technical service provider.
* Act as the field technical services liaison between consultants and other internal departments to accomplish a variety of business critical initiatives.
* Partner with senior management and project stakeholders to develop, document and implement Standard Operating Procedures for a variety of tasks to enhance service engineer productivity and improve service levels to the customer.
* Update contact support center diagnostics and verify validity as questions arise; implement new diagnostic instructions as necessary to support crucial business needs.


2000 to 2002
IS Lead Engineer Wareham, MA
Primary hardware and software support for over 50 sites maintaining optimum equipment uptime. Performed maintenance on Hewlett Packard servers, IBM point-of-sale controllers and peripheral equipment, identify problems and implementing service solutions. Installed, upgraded and trained personnel on usage. Alpha and Beta tested new field service equipment technologies, provided feed back, documented successes, short comings and training materials for future implementation and testing.
* 'Raised the bar' for contemporary and future field service engineers by maintaining high SLA numbers, reducing call volume and increasing customer satisfaction scores.
* Consistently delivered on 100% of all severity one SLA requirements and maintained among the highest severity two, three and four SLA numbers.
* Chosen by management as a troubleshooter to travel to multiple problem districts and resolve old problem tickets with 100% customer satisfaction.
* Pioneered 'Van-o-gram' system for service vehicle stocking standardization. Idea has been adopted by each zone manager to fit all service areas in the United States.
* Trained and evaluated new hire technical engineers providing feedback to all Management personnel via e-mail & self created checklist for optimal training and follow up
* Piloted Vantive on the go, Vantive CRM and PDA applications for CVS field service engineers. Documented, tested and provided feedback to consulting team prior to being rolled out to the entire department.
* Trained other field service engineers how to be more customer service orientated when engaging customers. Topic was eventually adopted into Web-ex training program.


1998 to 2000
Store Manager Warren, RI
Completed all facets of retail pharmacy store management including customer relations, training, scheduling, visual merchandising, sales, marketing, inventory control, P&L, employee supervision; acted as district training manager and evaluated talent for District Sales Manager.
* Increased Same Store Sales by 23% over LY and 17% over budget.
* Reduced excess inventory by 70% in 1 year through inter-store transfers, date code management and liquidation of NOP items.
* Trained, retained and promoted qualified staff members and increased store profitability


1996 to 1998
Assistant Store Manager Somerset, MA
Highly regarded team leader. Selected as a multi-store troubleshooter and called upon to improve store operations in 6 different locations and 2 different districts in RI and MA prior to being promoted store manager.
* Identified and improved work flow and stocking weaknesses which were ultimately implemented district wide.
* Received several personal accolades from district management about team motivation and performance.


EDUCATION

Fisher College, Fall River, MA
Degree Program: Business Administration


TRAINING

Microsoft Expression Web, Total Training Professional Series, 2008
IBM Self Checkout Service Training, IBM, Twinsburg, OH, 2007
Vertical Networks Instant Office Diagnostics, Installation and Repair, Vertical Networks, Smithfield, RI, 2004
LC Server Certification, Hewlett Packard, Woonsocket, RI, 2003
IBM X Series Certification, IBM, Woonsocket, RI, 2003
Laser Printer Repair Certification, Lexmark, Woonsocket, RI, 2002
Laser Printer Repair Certification, Lexmark, Twinsburg, OH, 2000
PC & Cash Register Repair, IBM, Twinsburg, OH, 2000
Telephony Troubleshooting and Repair, Telephony, Twinsburg, OH, 2000
LH Server Certification, Hewlett Packard, Twinsburg, OH, 2000
Assistant Manager Development - Phase II, CVS/pharmacy, Somerset, MA, 1997 to 1998
Assistant Manager Development - Phase I, CVS/pharmacy, Tiverton, RI, 1996 to 1997

AWARDS OF EXCELLENCE

Exceptional Performer Award, CVS/pharmacy, 2006
Exceptional Performer Award, CVS/pharmacy, 2005
FTS Management Recognition, CVS/pharmacy, 2005. Recognition for Dedication and Contributions in peer to peer training
Exceptional Performer Award, CVS/pharmacy, 2004
Exceptional Performer Award, CVS/pharmacy, 2003
Presidents Merit Award, CVS/pharmacy, 2002
PSI Recognition, CVS/pharmacy, 2002. Recognized for Personal Contributions to the Pharmacy Service Initiative
Presidents Merit Award, CVS/pharmacy, 2001
Store Manager Merit Award, CVS/pharmacy, 1999 to 2000. Recognized for Same Store Sales increase of 17% over budget & 23% over LY

Certifications
See above


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