Objective
A position in an organization that will benefit from my initiative, capabilities, and contribution; I am especially interested in a position with the potential for advancement and increased decision-making responsibilities.

Project Manager
Project Manager for DDI System, LLC, a leader in ERP software solutions. Successful in managing a team of 18 installers, special projects, implementation and training scheduling, while providing excellent customer service and communication to new and existing clients. Highly skilled in dealing with Marketing, Sales, Support, and Development departments, and all levels of executive management.

Area of Expertise

Hardware: IBM compatible PC's, configure IDE drives as master and slave, install RAM, identify system board components, install Network Adapter card, some Wireless Networking, Pocket Pc's, Smartphone’s, NMEA 2.0 compliant USB and Bluetooth GPS receivers

Software: Windows 98, Me, 2000, NT, XP, Vista, Outlook, Excel, Word, Power Point, Publisher, ActiveSync, Windows CE, Pocket Pc 2002, Windows Mobile 2003, Windows Mobile 5.0, Bluetooth, Netsuite CRM, Telemagic, LogmeIn, RightNow CRM, WebEx, Universe Database, Salesforce.com

Confidential Manalapan, NJ 07726
Project Manager (March 2009 – Present)
Supervisor: Michael Gorodischer

• Create and control schedule for software implementation phases, status calls, assigned tasks, on-site and remote training, and data validation.
• Oversee a team of 18 employees. Managing their time and delegating leadership responsibilities to junior and senior members for each new implementation, usually 52+ per year.
• Manage development projects to ensure DDI is delivering the product on time and meeting client expectations, including but not limited to: Complex EDI development projects, Third party software and hardware integrations, and custom reporting.
• Track hours allocated to each phase of implementation to ensure the project is staying within budget. Provides client with bi-weekly status reports.
• Develop and implement new ideas to ensure the transition process is flawless and provides the client with minimal downtime during final conversion.
• Direct the daily operations of the customer service, implementation specialists and IT personnel.
• Accept, analyze, and mediate customer calls and complaints in accordance with promoting good customer relations.
• Coordinate with VP of Customer Care to develop and implement ongoing technical and customer service skills training for DDI support/implementation team
• Provide a professional level of communication to all tiers of management, both internally and the client base.
• Maintains relationships with vendors, updates product information, makes executive decisions on which products to integrate with.
• Various administrative duties include: purchasing product for new and existing clients, maintaining stock of office supplies, domestic and international shipping, AR collections, selling professional services, and assistance with making travel arrangements.

Confidential Cranbury, NJ 08512
Technical Support Specialist II – IrisAccess Division (January 2009 – March 2009)
Supervisor: John DePew

• Administrator of Right Now Technologies CRM.
• Responsible for updating published and internal Frequently Asked Questions
• Revise training documentation for current products.
• Create new training documentation for prior to release of new products.
• Lead in creation of training classes and scheduling.
• Lead in taking inventory of all support hardware and software.
• Reorganized lab and testing area for a more efficient workspace.
• Responsible for soldering wiring to circuit boards to complete testing and orders.
• Provide system quality testing on all hardware and software to be sent out to customers.
• Process and test all incoming and outgoing RMA’s.
• Created and implemented call log documentation to ensure support representatives obtained accurate information.
• Respond to domestic and international phone and email support requests.
• Answered pre-sales and warranty inquiries.

Confidential Princeton, NJ
Senior Technical Support Analyst – CoPilot Division (2005 – 2008)
Supervisor: Robert Raia

• Demonstrated ability to independently recognize, isolate, and resolve complex technical problems while minimizing customer stress levels.
• Interviewed potential new hires for the technical support department.
• Provided in-house training for new employees in the department.
• Created training documents for all new hires.
• Created FAQ database for internal and public view.
• Responsible for all Domestic and International technical support emails.
• Served as the initial point of contact for ALK Technologies’ Australian support team.
• Handled large call and email volume while maintaining accuracy, efficiency, and a positive, friendly attitude.
• Worked directly with marketing department to ensure customers clearly understand the user-manual.
• Proofread and finalized user manuals and quick start guides. Make certain all information is correct and accurate, and approve for printing.
• Worked closely with beta testers and product managers to ensure all products are more user-friendly and logical to customers.
• Answered pre-sales, pricing, and warranty questions.
• Processed returns and exchanges of defective hardware and software.
• Provided testing and quality control services for products in Alpha and Beta phases of development.
• Lead technical support meetings to discuss any ‘bugs’, customer complaints, and outstanding issues with the products. Participate and problem-solve in staff meetings ways to solve piracy issues.
• Traveled to trade shows to support the CoPilot software line, promote the application and answer sales questions.

Confidential Princeton, NJ
Technical Support Analyst – CoPilot Division (2003-2005)
Supervisor – Robert Raia

• Handle large call and email volume while maintaining accuracy, efficiency, and a positive, friendly attitude.
• Answer pre-sales, pricing, and warranty questions.
• Process returns and exchanges of defective hardware and software
• Provide testing and quality control services for products in Alpha and Beta phases of development.
• Participated in technical support meetings to discuss customer complaints, ‘bugs’, and outstanding issues.

Education/Training

Diploma – Network Technician

Earned 25 college credits towards Humanities and Social Sciences Degree

Completed the Microsoft Windows Mobile Training for Pocket Pc 2003 operating system and Windows Mobile 5.0 operating system for both Pocket PC and Smartphone.