SUMMARY

• Over 15 years of experience managing business operations and customer service with diverse technologies. Strengths include implementation and maintenance of a state - of-the-art customer sales & service organizations.
• Successful in resolving customers concerns in both corporate and field environments world wide. Innovative strategist with proven ability to identify, launch and manage products and services in both emerging and established markets.
• Demonstrated competence in start-ups and Fortune 500 organizations. s for Total Quality Management.
• Project Management, - Business planning and financial analysis, - System development and integration, - Customer Service Relations, - Business Analysis, - Data Governance
• Statistical Analysis, - Organization, - Call Centers - Telecommunications - Planning, - Team Building

TECHNICAL SKILLS:

• C++
• Agile Scrum
• Jira Kanban
• Rally Tool
• Brio
• EMV-Reader
• Data Quality
• Java
• HTML
• HP Quality Center
• HP Project & Portfolio Management Center
• Salesforce
• Business Objectve
• Clear Case
• Clarity, SAP
• Oracle 10.7 / 11i, Remedy
• Rightnow Technologies
• JD Edwards Financials
• Siebel
• Teradata
• Certified Remedy
• Oracle
• System Administrator.

PROFESSIONAL EXPERIENCE:

IT Deployment/Technical Project Manager

Confidential, Pleasanton, CA

Responsibilities:

• Deploy the new IBM Supermarket Application (Application Client Server Environment (ACE)), upgrade the POS Hardware (Printers, Terminals, PinPads, EMV Reader for Chip Cards, Controllers) at all US Safeway store locations.
• Manage the conversion of over 300+ Safeway and Albertsons Stores along the Fuel sites with a new solution. The escalation point of contact for any field service support.
• Coordinate all software upgrades, configuration changes, and release activities.
• Communications manager for all Division stakeholders, Directors, Managers at the store for status of conversion rollout, what’s coming, keep teams up to date on product activity and any reporting updates.
• Oversees all reported production defects working with ServiceNow, all stakeholders in support of defect triage E2E activities.
• Provide PM activities for Release Management, Retail, Telecom, Supply Chain projects, store realignments, and store re-banner activities. Manage additional Order Management CRM projects.
• Provide support for all deployment activities onsite at the Safeway stores.
• Provide PM activities for Supply Chain projects, work with cross functional teams on support model definition for upcoming new products and services.
• Work with support teams on development of Knowledge Management articles to support the Service Desk teams. Update literature on any new enhancements, small fixes, and product changes.
• Work with 3rd party vendors, support teams Globally, on resolution defect management.
• Work with the division leadership, on communication, rollout activities, support on materials and any support for train the trainer.

IT Project/Release Manager-Consultant

Confidential, Palo Alto, CA

Responsibilities:

• Manage projects through full project lifecycle Waterfall & Agile (SDLC), including helping the stakeholders resolve issues regarding requirements definition, defect triage and management, performance testing and code deployment. Work with various SCRUM development teams to meet Agile milestones.
• Establish proper governance, practices for the project, including decision making, escalations and project steering committee.
• Develop and manage Project Plans, manage project scope, milestones, risks and issues with mitigation plan.
• Step in as a Business lead to take on the Partner Portal software projects working with the sales operations team, OM, Finance, Sales Quoting Process and Solutions, provide testing and support using Sales Force(SFDC). Maintain Sharepoint site for Project Status communication. Onboarding new members for testing new methodology.
• In a major release report detailed project metrics to release program management office to ensure common milestones are met. Escalate critical risks and issues impact the overall software release. Provide support for general escalation path to PMO leaders.
• Followed established SDLC processes. Establish entry and exit criteria to integrate with QA, Performance, and UAT Deployment activities. Document results and recommend standards provided within SDLC methodology.
• Support Change Control process, manage Change requests from stakeholders hold weekly review meetings for Control Board governance process. For any changes to scope, budget and schedule.

BUSINESS OPS Mgr/Release Manager

Confidential, San Jose, CA

Responsibilities:

• Manage a software release delivery every month, quarterly, providing support for gathering business requirements, document and communicate the project schedule to stakeholders and detail tasks involved with migrating code through the development, test and implementation cycles. Emergency builds and deployments, scheduled release implementations.
• Managed the Software Development Life Cycle (SDLC) Waterfall and Agile methodology components for a sales force automation (SFDC) system and Oracle, including but not limited to the development of use cases, process maps, requirements documentation, test plans, deployment plans, and support system administration processes. Support Channel Sales on territory mappings.
• Manage 3rd party Marketplace with social media, online campaigns, cloud services, data analytics and mobility.
• Work on SFDC, system administration sales hierarchy, system integration components, supply chain data governance, company site, opportunity management, contacts, & lead generation for sales quote.
• Teach and provide on data management methodology in a structured classroom environment. Provide data governance on data mining, data cleansing, & reconciliation.
• Maintain Cisco Services Website pages for SDLC project status and delivery schedule.

OPERATIONS/ACCOUNT MANAGER

Confidential, San Jose, CA

Responsibilities:

• Provide streamline sales business processes for reconciling invoicing to the customer. Assessing overall performance to goals. Developing appropriate company policies and makes sure they are meeting Sarbanes and Oxley. Manage customer service issues with the customers on billing and invoicing. Provide a significant company-wide financial impact and also played a key role in creating an effective interface (personal and/or machine) between the company and its customers.
• Manage 3rd party vendor for Oracle ERP/CRM design workflow changes.
• Manage 2 customer service representatives.

CUSTOMER SUPPORT MANAGER

Confidential, MILPITAS, CA

Responsibilities:

• Monitor sales ordering system to ensure accurate receipt and booking of sales orders within Oracle 11i. Follow Sarbanes Oxley Section 404. Write new and change sales order process for preparation of gap analysis on system integration. Manage a team of Customer Support representatives for onboarding new partner and customer accounts. Onboard new customer accounts.
• Analyze existing processes and make recommendations for the improvement and growth of the customer callcenter infrastructure. Manage Oracle Order Management, Service Contracts and System Administration CRM Call Center Right Now application. Provide global support for all sales offices.
• Manage Customer Accounts for any inquiries, billing, sales orders, supply and demand forecast and provide customer satisfaction for all Partner Portal Project activities.
• Manage System integration for complex infrastructure components.
• Work with 3rd party manufacturers on supply chain and demand activities. Maintain supply chain inventory, placing orders, inventory replacements, for large volumes.

PROGRAM MANAGER

Confidential, SUNNYVALE, CA

Responsibilities:

• Plan and coordinate customer service tasks, support design and sales activities ensuring proper distribution of assignments; set priorities and inspect work to ensure standards of quality are maintained; Manage customer orders, order management, service contracts, supply chain, processing RMA’s and communication work flow on a daily basis.
• Manage Software Portal projects follow six-sigma project implementation.
• Support Sales team on forecasting, reporting, and support high profile Customer Account Management.
• Communicate effectively and foster strong relationships with business users and stakeholders. Own, lead and drive all project activities through the Project Life Cycle to ensure successful and quality, on-time, and on- budget delivery of their project(s).

DIRECTOR CUSTOMER CARE

Confidential, PALO ALTO, CA

Responsibilities:

• Collaborates with senior management to drive company and department strategic email marketing initiatives, creating delivery practices and tactics throughout the Customer Care organization. Build a Customer Care start-up ASP environment sales and service profit centre reporting to CEO. Manage a team of Customer Care representatives to support requests for Email Marketing.
• Define service contracts and manage salesforce.com for marketing and sales teams, provide teaching on usage on salesforce.com. Create user guides for purposes.
• Define and develop customer relationship management tools, call management software application, build innovative customer care operational workflows.
• Defines competency requirements of staff; MBO’s, recruits, people management, interviews, hires, budget and forecasting and develop staff.

BUSINESS CONSULTANT ANALYST

Confidential

Responsibilities:

• Manage and support Monthly, Quarter/Fiscal year end software releases of ERP.
• Provide analysis and solutions for ERP business systems issues.
• Manage and support Oracle ERP/IC Engine, System Administration and provide GAP analysis.
• Support product, system configuration.
• LiveLink Administrator, update documents for Marketing and IT organization
• Manage and support Oracle setups, Oracle Order Entry, and Oracle 11i implementation.
• Provide ERP regression testing for Order Management, Supply Chain, Order fulfillment and Logistics World Wide support.
• Received of s within 4 months on the job.

BUSINESS OPERATIONS MANAGER

Confidential, Santa Clara, CA

Responsibilities:

• Manage 24x7 operations, 18 Technical Support Engineers, deliver 3-tier customer global networking support worldwide. Provide recruitment and work with HR on providing onboard new hire program.
• Achieved ISO in half typical timeframe. Manage Apropos, Telecommunications and System

  Administration Remedy CRM environment; Oracle 11i System Administration, Order Management, I-Procurement, System Administration ERP/CRM, Oracle I-Support, Service Contracts, Manufacturing and Oracle financials implementation. Provide of Oracle Portal modules and coordinating requirements with IS. Responsible for documenting all ISO Certified process for services. Provide management with reporting metrics for customer orders and RMA’s disposition. Manage RMA inventory at service depot locations.

• Implemented a development of web site application with web self help support capabilities including a Knowledge Management System, resulting in a 35% call deflection within 60 days.
• Manage 3rd party RMA service depot centers.
• Manage System Infrastructure Integration Solution for Sales, Service and Finance organization on identifying gap analysis, system integration processes, manage timeline, issue log, testing, til deployment.
• Implemented report metrics, executing increase customer satisfaction survey ratings from 2.9 to 4.6 and reduced ticket aging from 41 to 18 days, while ticket volume increased from per month.

CUSTOMER CARE MANAGER/PROJECT MANAGER

Confidential, San Jose, CA

Responsibilities:

• Defining, supporting and building the 1st, 2nd and 3rd tier Outsource Customer Care support organization with SAP system for sales & service operation.
• Developing web site strategy to ensure a high degree of customer satisfaction.
• Overseeing Customer Care personnel to ensure quality customer support.
• Serving as a liaison between development and customers, and manage accounts. Work with finance and accounting for headcount forecasts.
• Manage customer pricing structure for business partners from service contracts.
• RMA requests for customers for returns & exchanges. Train new employees RMA process, provide Visio workflow on RMA processes. Interface with customer and supplier for RMA resolution. ECO coordination write business processes.
• Manage Apropos Call Center Application, and provide system administration for Remedy 4.5. Implemented crystal reporting and design report charts per customer request. Responsible for daily, weekly and monthly reporting.
• Manage Oracle Order Management activities, I-Procurement, and Oracle Financials.
• Develop Web application Projects, Knowledge Management, Project Plans, accounting, telecom, purchasing, and engineering.