Eric Horwitz Email & Phone Number

Irvine, Ca

Foothill Ranch, Ca

Filled multiple roles for young startup software company, including Analyst, IT department, documentation, customer training, sales demos, client technical support, sales support and more. Provided extensive testing of company’s browser-based applications, including documenting software defects using OnTime bug tracking, regression testing and writing and executing test plans. • Researched, selected and installed server backup software and maintained offsite backups• Created internal, user and quick-start documentation and product glossary• Initiated and managed rewrite of user help documentation• Instituted testing to verify users’ on-screen entries updated the SQL Server database correctly• Provided technical presentations for Sales’ product demos via WebEx and at annual industry conference• Created as-is process flow diagrams for existing production

Long Beach, Ca

Contract work contributing to implementation of Hansen 8 (now Infor Public Sector CRM) for multiple City departments including Business License, Collections, and Public Works. Assignment included documenting “as is” processes and procedures, eliciting and documenting requirements, gap analysis, writing user docs and doing end user training. Worked closely with vendor.• Initiated data mapping from legacy COBOL source code to Hansen 8• Discovered, documented, repaired and simplified previously undocumented ‘one-off’ user procedures

Newport Beach, Ca

Created business requirements and assisted with the project deployment activities for a broker/dealer portal serving a network of over 2500 financial advisors/representatives, plus back office business staff.Created CRM tool enabling back office staff to manage rep data, track licensing status and maintain branch office information efficiently from the back office portal; created an automated OFAC (Office of Foreign Asset Control) reporting system to handle ad-hoc and scheduled comprehensive OFAC checks for new and existing clients per U.S. Patriot Act requirements.

Costa Mesa, Ca

Management-level position reporting to the Director of Technical Advisory Services. Primary contact for Support Group in remote software development office. Acted as customer advocate and improved open communications between Technical Support and Development Groups, including knowledge transfer for existing and new products.• Managed selected Priority Site customers for Distribution Group’s VP/GM• Created, implemented and managed hot fix and Service Pack release control system for the Solomon IV Distribution applications• Redesigned Service Pack release process, saving $25K annually while reducing customers’ average installation time from almost five hours to fifteen minutes

Santa Ana, Ca

Managed call center (5x10) supporting company’s proprietary hardware and software, using Epicor Software’s Clientele call tracking and reporting. Call center provided support to VARs, end-users and 140 of the company’s Field Engineers. Eight direct reports between two separate support groups.- Maintained 100% employee retention, including new hires- Built, implemented and managed separate helpdesk (7x24) as part of new third-party “support product” for Ingram Micro- Increased revenues by 400% for hourly-based custom work including data recovery services- Became the in-house expert in systems optimization including hardware, operating system and application design- Taught classes and wrote technical articles on optimizing AMOS systems- Provided secondary support for XENIX and SCO UNIX