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Technical Services Manager Resume

Atlanta, GeorgiA

Summary of qualifications

Over 23 years of progressive experience working with clients, establishing and analyzing requirements, and determining system solutions. Management & Leadership Skills - 12 years project management experience, 11 years project team lead, 5 years design team lead, 19 years full life cycle expertise, and 20 years of team leadership and development. Skilled in establishing team goals, providing direction, instituting and accomplishing objectives. Recently acquired PHR Certification.

Work experience

Nov 2007 July 2009,Confidential
Atlanta, Georgia
South East Region Technical Services Manager
Responsible for multiple, virtual Tier II teams providing technical and functional support for a number of ADP HR/Payroll/Reporting products in ADP’s National Accounts division. Develop, implement, and audit procedures related to the flow of information and systems used within the support operation. Establish standards of performance for the operation and manage the teams to achieve performance standards. Work closely with Solution Center Managers in managing escalations for service issues related to the product or performance. In addition to the support teams, responsible for a projects team that has P& L responsibility exceeding budgetary expectations.

Mar 2006 Nov 2007,Independent Consultant
Atlanta, Georgia

Provide consultative services in the area of recruiting, staffing and business process reengineering. Independently recruiting for IBM, Accenture, Bearing Point for all HR functions and technical and consultative services.

Sep 2001 Mar 2006,Confidential
Atlanta, Georgia
Director HRIS
IT Project Manager responsible for the implementation of PeopleSoft’s E-Learning Management scheduled for rollout in late March. Additionally was project manager for the implementation of Oracle’s General Ledger, Fixed Assets, Inventory, Purchasing and Accounts Payable.

Manager of HRIS - responsible for managing and supporting all HR systems and day-to-day operations of those systems. Directly responsible for the upgrade of PeopleSoft 7.5 to 8.1 to 8.8 accomplished without consultant assistance. Project delivered on time and under budget. Modules implemented include Human Resources, Benefits Administration and North American Payroll, managed using Microsoft Project. Had EProfile, ECompensation and ERecruit ready to roll out. Acted as liaison with Corporate IT and outsourced benefits vendor to resolve issues and ensure accurate programming and interface design. Acted as the liaison for internal groups to coordinate their system needs that are either met as a function of HRIS or require escalation to the IT organization. Coordinated with IT team to communicate PeopleSoft program changes, ensured related testing and coordinated rollout and continued internal support. Responsible for all payroll system configuration and system testing. Responsible for all interfaces to third party systems or vendors including GL. Additionally, responsible for Ceridian Time and Attendance, the system used to capture all time and exception time to interface to payroll. Responsible for the training and support component of all tools used for the management of HR, Benefits or Payroll related data. Responsible for ensuring queries and reports are provided to all endusers using SQL, Crystal Reports or PeopleSoft’s query tool. Day-to-day direct report responsibilities. Implemented a project management approach to HR projects including training team on project plan, scope document and requirements analysis development.

Responsible for managing manager issues as they related to policy and procedure. Functioned as Compensation Manager for 4 years managing all elements of annual salary increases, in strategy, process and execution from a systems perspective. Managed elements of New Hire Orientation. Assisted in the rolling out new benefit programs conducting presentations in the field during Open Enrollment. Responsible for Humanitarian Assistance Program (managed all aspects through Hurricanes Katrina and Rita). Responsible for miscellaneous recruiting efforts and the development and delivery of team meetings.

1999-2001,Confidential
Atlanta, Georgia
Director HRIS, Project Manager
Director of HRIS - responsible for managing all HR systems and day to day operations of those systems. Act as liaison with Corporate IT and outsourced benefits vendor to resolve issues and ensure accurate programming and interface design. Act as the liaison for internal groups to coordinate their system needs that are either met as a function of HRIS or escalated to the IT organization. Provide all executive status reporting to upper management. Coordinate with IT team to communicate PeopleSoft program changes, ensure related testing and coordinate rollout and continued internal support. Coordinate with payroll for system configuration and system testing. Understand functionality of payroll for related testing to determine desired payroll results. Responsible for the training and support component of all tools used for the management of HR, Benefits or Payroll related data.

Project Manager - responsible for managing the implementation of PeopleSoft v 7.5 HRMS, managed using Microsoft Project and leading a project team of 32. Provided advice on complex and challenging issues. Interfaced with diverse and decentralized client base for the identification and development of requirements, implementation procedures and meeting defined objectives. Implemented HR and Benefits Administration for employee base of over 100,000 and user base of approximately 250. Determined training requirements and developed and delivered training for all endusers for initial startup and ongoing training. Project completed on time (less than 15 months) and under budget.

1998 - 1999,Confidential
Atlanta, Georgia
Project /Account Manager
Responsible for coordinating the implementation of the HRizon Payroll services through interaction with various project teams that ranged in size from 5 to 45. Provided functional and technical advice on complex and challenging issues. Interfaced with client implementation teams in the delivery of client projects through the identification of client needs, implementation procedures and meeting defined objectives. Managed multiple implementation efforts in the delivery of complex products and services. Provided oversight responsibility for multiple projects that complete the day-to-day implementation responsibilities for the delivery of client service. Influenced project teams by setting priorities, determining roles and responsibilities and implementation parameters. Managed the project plans, the documentation of issues and resolutions as well as action item logs. Performed account management responsibilities for largest clients using these specific suite of products. Arranged for all services provided by ADP to these clients.

1997- 1998,Confidential
Atlanta, Georgia
Senior Consultant
Senior Consultant on teams that solved complex business issues and implemented large-scale, enterprise-wide information technology solutions, primarily PeopleSoft. Responsible for reviewing business processes to examine opportunities to introduce operational efficiencies improve service delivery and automate decision-making processes. Responsible for the assessment, design and development of PeopleSoft functional/technical requirements and solutions, configured and modified applications and lead the work of less experienced professionals. Demonstrated project management talents, gathering and analyzing data, participating in the development of project plans, keeping team members apprised of project status and ensuring timely, value-added client service.

1995- 1997,Confidential
Atlanta, Georgia
Support Team Leader
Ensured the provision of ongoing support and technical assistance to an assigned client base regarding product capabilities and product problems. Scheduled work hours and provided input to performance appraisals for team to ensure efficient utilization and evaluation of Human Resources. Used product training and expert knowledge of payroll, HR operations, programming and relational database concepts to investigate and resolve complex client issues. Ensured that team maintained proficiency on all new product rollouts, as well as existing offerings.

Senior Support Analyst
Responsible for providing customer support for ADP’s Client Server Series (CSS), which consisted of Human Resources, Benefits Administration, Flexible Spending Account Administration, Payroll and Autolink (mainframe interface for payroll processing). These products were comprised of PeopleSoft’s PeopleTools, SQR (Structured Query Report Writer) and a COBOL component to execute the payroll module. Areas of support provided coverage of all aspects of the application, troubleshooting network and installation problems and questions. Provided assistance in the debugging of application enhancements, custom reports and modifications as well as aided in the resolution of database issues. Provided assistance writing SQL and custom reports using both Gupta’s SQLBase and Oracle databases. Performed remote diagnostic access in instances where the conventional problem solving techniques used by client staff fails to produce desired results. Worked proactively to alert clients to potential problems. Served as part of the forum that applies input from clients to help guide the CSS product development effort. Additionally, had account manager responsibilities for 24 accounts that were up and running on the application. Responsible for providing guidance and assistance in the upgrade paths, platform changes, custom modifications and development.

Education
BBA - Accounting, International Business

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