SUMMARY:

• Highly personable IT Professional with over twenty one years’ experience in providing exceptional customer service by translating business needs into solutions via technology in the capacity of Service Desk, Store Systems as well as Corporate Enterprise Systems. In addition, an effective leader with over eighteen years leading engaged teams via commitment, consistency, caring and integrity.
• Talent for identifying needs, risk and benefits and then presenting appropriate service offerings within retail and corporate systems.
• Demonstrated an acute ability to bring together vendors and business units to create cross - functional partnerships designed to foster a win-win scenario.
• Proven track record of overseeing the design and implementation of business solutions which reduced costs, increased transactional efficiencies and improved customer satisfaction.
• Expertise in resolving escalated customer service issues, security incidents and general account issues using ITSM tools to ensure proper follow-through, trend analysis and resolution to various items including store systems, hardware, supply chain, telecom, and back office corporate applications (ERP).
• Secured numerous company achievement awards for exceptional service delivery, technical training and writing.
• Talent for presenting to and working with all levels of an organization from the CEO down.
• Consistently demonstrated ability to meet deadlines while adhering to the budget all while also performing duties as a “working” PM.
• Consistently demonstrated a keen ability to empower and engage people to become highly effective teams.

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Project Manager

Responsibilities:

• Responsible as the project manager and liaison between the XM business and engineering groups.
• Gathered technical specifications, and developed presentations for upper management.
• Was responsible for the Employee Tools for xFinity Mobile, which included a variety of cloud application, including sales and care functions.
• Assisted the supply chain group in finding remediation steps and root cause analysis for inventory discrepancies.
• Tracked the fulfillment process from end to end, including forward and reverse logistics.

Confidential, Trevose, PA

Director, Information Technology

Responsibilities:

• Researched the application, hardware, and systems within the organization and developed a new support structure to increase customer-facing, corporate, and franchisee satisfaction.
• Completed an overhaul of outdated infrastructure in favor of more scalable, secure and mature applications and systems.
• Developed monitoring protocols to become more proactive in support, thus reducing downtime of systems while increasing security and protecting Confidential ’s soft assets.
• Managed and assisted with administering servers running Linux and Windows as well as managed the development staff working with Python, Cold Fusion, HTML, CSS, Angular.JS and Java programming.
• Insured the accuracy of data within Confidential ’s systems including; CRM, financial, sales, supply chain, logistics.
• Researched and selected a dynamic development company who could meet our scaling programming needs in a cost-efficient model.
• Participated in the development of IT strategies and initiatives to support business objectives such as loyalty, gift cards, digital menu boards, hr functions, inventory management and social media marketing. .
• Ran large-scale projects where the following initiatives were researched, negotiated and deployed successfully on time and within budget. These projects included; upgrades to Confidential ’s VoIP, telecom, servers, hosting, and printers as well as a cellular provider switch and migration to Office 365,
• Evaluated the infrastructure and applications to ensure PCI, HIPAA as well as conducted security assessment and deployed remediations to correct any security risks
• Reduced risk of a security incident through monitoring adding/upgrading applications and implementing MIS in our corporate location.

Confidential, Reading, PA

Senior Manager, Global Help Desk and Retail Store/Desktop Support

Responsibilities:

• Implemented new Point of Sale hardware and software under a tight deadline. The project ran over 2 years and started with the POS and hardware discovery and selection and followed through with implementation of over 210 stores in a 6 weeks. Met all imposed timelines and budgets.
• Completed trend analysis and recommended and/or implemented changes to facilitate a better end user experience.
• Merged corporate and retail help desks which resulted in enhanced customer satisfaction at a significantly reduced cost.
• As a manager, consistently received high scores indicating employee contentment via promoting empowerment, providing positive feedback, coaching and growing trust among members.
• Responsible for the integration of retail systems for the Chinese expansion.
• Assisted in rebranding and merging of systems and applications from mergers and acquisitions.
• Oversaw numerous retail projects with minimal operational interruptions.
• Maintained PCI and other compliances at a much higher rate than my peers.
• Assisted supply chain and the finance department in crafting new operational processes and insuring integrity of inventory data.

IT Manager

Confidential

Responsibilities:

• Lead the team supporting Godiva’s global retail environment (400+ stores).
• This included a nine-month project to outsource our first level store support to a call center which enabled 2nd level support to focus on compliance management and value add retail projects.

IT Manager

Confidential

Responsibilities:

• Responsible for creating a cross functional team which determined business needs and the IT response to those needs.
• Dramatically enhanced retail store satisfaction due to improved retail help desk effectiveness.

Confidential, Cleveland, OH

Manager, Account Services

Responsibilities:

• Consistently provided excellent service and resolved issues.
• Worked with clients to determine business needs and how STR’s applications could improve transactional efficiency, including ERP, CRM, and XBR.
• Created the Account Services group via standardized documentation and support processes.
• Personally responsible for remediating several accounts switching them from disgruntled customers into referenceable accounts.