CUSTOMER RELATIONS MANAGER·SOFTWARE DEPLOYMENT MANAGER

Pragmatic, multifaceted IT professional with 13+ years experience in effective troubleshooting, staff training and general systems support/integration. Skilled in document creation, requirements gathering, conducting JAD sessions, UAT testing, data conversion/migration and GAP analysis. Experienced serving as Project Lead in QA/QC initiatives, internal applications being integrated company-wide and nationally and technical support both on-site and remote. Seasoned in bug verification, release testing, beta support, spreadsheet formulas, SQL queries, Pivot tables and MS Office Suite-compatible programs. Strong communicator, able to quickly assimilate project guidelines and efficiently create a highly skilled workforce. Hardware and Software Desktop Installation and Configuration

Software Deployment · Enterprise-Wide Upgrades · Software Development · Strategic Planning ·
Team Leadership · BRDs· Risk Mitigation · Corporate Compliance · Procedure Improvement · Data Analysis· Solutions Strategy · Infrastructure Development · Project Management · Metrics· ITIL experience
SLA Delivery · Project Deployments · Software Development Lifecycle · Fiduciary Practices · Budgeting·
Requirements Gathering · Program Design · IT Development · Systems Integration · Data Migration/Conversion
Application Training Documentation · Reference Manuals · Customer Relations Management · Vendor Relationships· Desktop Support

PROFESSIONAL EXPERIENCE

INDEPENDENT CONTRACTOR, Confidential,, California · 2010
Leverage 10+ years in IT resource optimization, end-user support and account development to capture projects, and work with new clients/referrals.
Operations Consultant
Collaborate with a new client to create a highly detailed MS Access database and implement paperless timecards and statements of work via MS Excel. Bring in “green” initiatives that cut paper costs and reduce waste. Ensure job input and organization is extremely user-friendly. Train administrative staff and client decision-makers in proper use of IT tools and resources. Consolidate “real world” company needs, IT business applications and corporate scenarios to design and conduct a very successful 2 day 2003 MS Excel class. Acquired, Installed and Configuration Desktop Hardware, Software, application upgrades

Confidential,Orange, California· 1997-2009
Global employment services company, ranked #2 IT Staffing Company in the US (2007). Annual revenue $2B.
Project Manager-Customer Relations Deployment, Volt Services Group · 2005-2009
Deployed global applicant tracking software company-wide, including data analytics, reporting, timekeeping, 1099 applications, online requisition and invoicing functions. Spearheaded requirements gathering, JAD sessions, BRD creation, training personnel on new system via LiveMeeting, Web-Ex and one-on-one sessions. Championed expert troubleshooting of system, working with cross functional teams to properly install, test, debug, identify and solve problems. Ensured successful database conversions and enterprise-wide upgrades. Provided GAP analysis. Administered Tier 2 support for trouble ticket issues. Worked with system analysts to create BRDs. Coordinated set-up of testing environments for internal/external personnel testing. Wrote UAT test scripts and standards, supervising end-to-end testing for complete compliance. Defined standard variances and provide solutions.

Key Accomplishments

• Administered generation of benchmarking, budgeting and performance metrics reports, integrating cost saving initiatives where possible.
• Built the system’s billing process, serving as Subject Matter Expert and resolving any inquiries.
• Supervised life cycle of software development and launch, leading quarterly reviews with Stakeholders up to “go-live” readiness.
• Authored clear, concise application training documentation such as reference manuals and quick reference guides to nearly 500 staffing vendors and 3rd party contractors using the system.
• Served as Project Lead for the company’s 1st online 1099 screening solution and successful deployment.

Confidential,2001-2005
Served as Project Lead for entire Northern California region (6 branches, ~75 employees) during enterprise-wide deployment of a high value ERP solution to consolidate individual branch office data and implement a paperless payroll/billing system. Managed office staff in best practices for data validation processes and scheduling training for a major companywide system conversion, taking into account downtime, budget and logistics. Served as key participant in writing the full application manual and training materials. Developed from ground up, training classes for MS CRM and electronic timekeeping. Leveraged knowledge of pivot tables, charts, formulas and mail merge functions to create highly detailed courses for Beginner to Advanced use of MS Excel. Collaborated with upper level management and training specialists to address areas of underperformance and quickly solve challenges.

Key Accomplishments

• Ensured 100% compliance to California Labor Law guidelines in creating a “green” electronic timecard, greatly saving paper costs and lessening waste.
• Led 3 day training classes for all employees, vendors and management personnel to attain certification.
• Performed clear, concise presentations for customers as tracking system went live.
• Supervised UAT testing for internal applications, data conversion, system “go-live” and ATS training.

Program Manager, Confidential,Apple Computer · 1999-2001
As a Customer Relations Manager, Administered HR functions including internal performance reviews, weekly reporting data on hiring, termination and upcoming off-boarding. Invented customized reporting for “what-if” scenarios of staffing contingencies. Reduced waste, downtime and repetitive tasks by thorough training of client managers on employee relations roles and performance issues. Directed quarterly business reviews, documenting all staffing issues, items for personnel files and adherence to benchmarks. Performed annual budgeting.

Key Accomplishments

• Oversaw a cross functional team of 12 staff in managing a contingent workforce of 2300 contractors.
• Developed standardized guidelines, recruiting objectives and training orientation for Apple Computer.
• Teamed with corporate decision makers to ensure the highest levels of service, troubleshoot challenges and identify future needs.
• Strategized and executed methods to increase retention, profit margins and business operations.

Career Note: Additional excellent experience at as. Onsite Coordinator, Volt Services Group, Hewlett Packard · 1997-1999. Branch Manager,Terminex International · 1990-1992 Details provided upon request.

EDUCATION

Bachelor of Science ~ Business