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Manager Resume

SUMMARY

  • IT Management Professional with a 23 - year career distinguished by advancement through the ranks of a major publishing company technology organization that included managing 10 FTE software developers covering diverse functional silos the technology of a 125-person Call Center that included a PBX, an IVR, Screen-popping technology, monitoring software and Symon Boards that produced a customer approval rating over 90% the design and development of 11 Customer Service self-service Internet applications that allows customers to manage their account(s) with minimal CSR intervention and a single sign-on identity the design, development and maintenance of a client-server application that interfaces with the PBX to pop customer information on the CSR’s desktop, display ERP information in a GUI format, and decreases call time by 25 seconds per customer call the integration of numerous business acquisitions into the Call Center workflow the design, development and maintenance of 2 major e-commerce sites for the company’s 3 major business units that contributes more than $9 million per year to the company’s bottom line a major project to tag key e-commerce pages utilizing Coremetrics that tracks visitor browsing and purchasing behavior the design, development and maintenance of an Intranet application that tracks the full production cycle of Print-On-Demand updates and supports more than 800 users from Editorial, Fulfillment, and Operations the design, development and maintenance of an Intranet application that interfaces with the ERP application. It provides an automated workflow to process quantity book orders and improves efficiency by more than 60%, the design, development and maintenance of a data repository utilizing Oracle 9i and the reporting tool utilizing Oracle Discoverer that supports the reporting needs of approximately 100 users within Marketing, Sales and Finance regarding summarized ERP data the implementation and customization of the Lyris List Management system that supports 100 - 500 email campaigns per year for the company’s 3 major business units and provides a robust system for the customer to opt in or opt out of various marketing mailings and newsletters the revision and maintenance of the company digest system that takes raw customer content transactional usage information and imports the information into summary tables that allows ease of reporting for internal personnel. This new system decreased maintenance of usage information by 90% and provides a clear and exact reporting of customer usage of online products the design and development of the Legal business unit’s Cost Recovery system that allows lawyers to recover the cost of their online subscriptions and allows the Legal business unit to implement their pricing structure with less resistance from their core customers the re-design and development of the Online Usage Tool that allows automated transactions from the ERP system and decreases manual entry by 60%
  • Played a pivotal management role in the 2-year move of 50+ servers and corresponding applications during the outsourcing of hardware maintenance. This included working with network personnel to update schematics, coordinating with outside application vendors, managing test scripts and coordinating test groups
  • Worked with the organization director to reorganize the group into more effective functional areas and promoted qualified senior programmer analysts to senior architects to run the day-to-day operations of projects. This provided an effective succession plan for major functional areas and decreased bottlenecks
  • Worked with the department director to design a project and time tracking system to better manage resources and projects over a long period of time. Provided project and resource reports for executive management
  • Selected to participate on a Leadership committee. Was chosen to work on a sub-committee to nominate and select employees that demonstrate leadership qualities

PROFESSIONAL EXPERIENCE

Confidential

Manager

Responsibilities:

  • Expanded the development team from 2 FTEs to 10 FTEs, including a technical writer. Expanded application responsibilities to include all back-office client server applications, Data Warehouse development, and all Intranet applications, including Customer Service, Marketing, Sales, HR and Financial
  • Played a pivotal role in determining the cost and impact of outsourcing the team’s development responsibilities
  • Worked closely with other technical departments to transition servers and applications to an outsourced environment
  • Assisted in formulating, recommending and implementing strategic and tactical goals for the department and team
  • Participated in department financial planning and budgeting processes
  • Completed annual reviews for FTEs in a timely manner

Group Leader

Confidential

Responsibilities:

  • Technical advisor to the Customer Service organization to implement robust technologies that would ultimately improve customer satisfaction to over 90% from an initial low of 40%. Participated in the selection and installation of the Aspect PBX system. Worked with Customer Service management to coordinate and manage a Prototype team to determine the needs and requirements of the CTI and IVR systems, which led to implementation of both systems
  • Designed, developed, implemented and maintained 7 self-service IVR applications
  • Introduced and mentored a software development team of 2 developers to begin development and implementation of Internet and Intranet back office applications
  • Chosen to research IT employee incentives and present findings to the CIO

Programmer Analyst

Confidential

Responsibilities:

  • Developed an automated Credit and Collection system that decreased the end of month closing by 10 days
  • Produced requirements, functional and programming specifications for an on-line subscription changes system that decreased customer account change time by 3 - 4 days
  • Technical advisor to the Sales Force Tactical Reengineering Implementation Team that researched and developed an automated Contact Management system on a Lotus Notes platform for a 500+ sales force
  • Designed and led a project team to develop and implement an application that represented ERP information in a GUI format that increases Call Center efficiency and decreases individual customer call time by at least 25 seconds

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