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Manager Backoffice Systems Resume

SUMMARY

Customer - service oriented IT professional with more than 20 years of experience in implementing and supporting IT infrastructure, systems and business applications. Specializes in telecommunications and healthcare industries. A skilled communicator, able to collaborate with all levels of end-users. Proven ability to lead teams and exceed company goals.

AREASD OF EXPERTISE

  • Business & Financial Analysis
  • Strong customer facing skills
  • Team Builder & Leader
  • Project & Program Management
  • Business Accounting
  • Technical Installation & Delivery
  • SDLC Support
  • IT Infrastructure build
  • Contract to Bill Management
  • Database Administration - SQL Server & Oracle
  • Expert knowledge in Microsoft Office applications

PROFESSIONAL EXPERIENCE

Confidential

Manager BackOffice Systems

Responsibilities:

  • Created training program to cross train team members into essential functions for redundancy in support operations
  • Promoted capabilities using SQL Server management studio to create reports and to perform back office audits
  • Documented workflow processes for system updates, testing and internal project management using MS - Team Foundation Server
  • Supported Agile based projects by writing user stories and end user test plans.

Confidential

Founder | Executive Manager

Responsibilities:

  • Developed business plan and obtained funding for project
  • Served as manager for build out coordinating all aspects of site readiness
  • Completed project to open on time and budget
  • Achieved net profit in first year of operations
  • Created processes for front of house operations

Confidential

Service Delivery Manager

Responsibilities:

  • Established KPI's in compliance with IBM contract, identified problem areas and collaborated with management and outsourced services to improve overall quality
  • Reduced MS SQL Server time to close service requests from 90 days to 3 weeks
  • Established Oracle RAC installation standards
  • Key contributor in creation of best practices for critical applications failover testing

Confidential

PMO Director | Program Management

Responsibilities:

  • Custom built dashboards and reports by mining data from various systems, creating workflow and automation
  • Maintained efficient order to cash process for $30M of software services delivery
  • Successful program manager for strategic customers involving complex product solutions & high accountability
Confidential

Support and Implementation Manager

Responsibilities:

  • Spearheaded creation North American and South American support and delivery operations teams leading to new market expansion
  • Maintained service level agreement within 90th percentile for 4 consecutive years
  • Managed team of 12 engineers to support over 30 customer installs generating over $12M in annual revenue
  • Orchestrated hardware move of business critical systems from data center in Boston to Denver within a 48 hour downtime window - customer represented $1.2M annually to support revenue in a SaaS model

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