J.R. Howard Email & Phone Number

Cincinnati, Ohio Area

Cincinnati, Oh

Assist with the coordination of Chapter meetings, procurement of SMEs (Subject Matter Experts), presenters, speakers, hosts, and partner sponsors. Network with individuals and/or companies to promote involvement with and the joining of the CRMUG Ohio Valley Chapter.

Lead a team of offshore application developers to provide direction and support for various development projects.Responsible for all aspects of Microsoft Dynamics CRM. Have led initiatives to improve adoption, performance, and better order fulfillment with manufacturing locations. Managed various projects working closely with key business decision makers including: a new pricing suite for custom manufactured products, master data reconfiguration of accounts, and various shop floor improvements for manufacturing locations.

• Reported to the CFO, responsible for all computer, telephony, and support systems for this leasing/logistics company.• Prepared and maintained an annual IT budget. This included ordering all equipment, supplies, and negotiating all contracts with consultants and vendors. • Analyzed business processes and made strategic recommendations for improvement.• Recruited and trained all IT staff, maintaining the best retention rate of employees in the company.Selected Accomplishments at Bush Truck LeasingMicrosoft Dynamics CRM 4.0• Created Project Definition Statement that defined project purpose, objective, scope, authority,oversight, controls, risks, roles, and responsibilities.• Researched various CRM software and custom applications before deciding MS Dynamics CRMwas the best fit.• Implemented collections tracking utilizing custom entities and workflows. Reduced AR from$3.5 million to under $500,000 in an 8 month period.• Improved lease ending process by adding automation in CRM, making opportunities morevisible to sales representatives.• Implemented customer service tracking, which provided a single system of record for allinteractions with customers utilizing various system and custom entities in CRM. This resultedin better communication and decreased customer service issues.Help Desk• Wrote policy and procedures for help desk.• Improved efficiency by ensuring all support tasks are properly prioritized, providing a higher level of service and quicker resolution times.Corporate Office Relocation• Planned move of corporate datacenter and all necessary cutovers. Experienced only eight hours of downtime at off business hours.Phone System• Designed corporate call center infrastructure, utilizing Interactive Intelligence’s Interaction Client.• Implemented IVR and queue based routing system, decreasing customer wait time and improving service.

• Reported to the COO, responsible for all computer, telephony, and support systems. • Prepared and maintained an annual IT budget. This included ordering all equipment, supplies, and negotiating all contracts with consultants and vendors.• Managed a staff of six, consisting of a network administrator, system analyst, and four developers. • Analyzed business processes and made strategic recommendations for improvement.• Recruited and trained all IT staff, maintaining the best retention rate of employees in the company.• Implemented TMW Systems software package to run all aspects of the companies operation.Microsoft Dynamics GP 9.0 and 10.0• Created Project Definition Statement.• Developed project plan.• Collected historical accounting data from Sage Business Works, utilizing Crystal reports.• Modified multiple integrations with integration manager to bring in data from our leasing andmaintenance systems.• Designed and implemented security.• Assisted in creating FRx reporting.

• Administered computer network.• Managed help desk.• Oversaw upgrade of servers from NT 4.0 to Windows Server 2003.• Revised backup planning utilizing Veritas BackupExec Version 8.6.• Maintained MS Exchange Server, terminal servers, IIS servers, and proxy servers.

• Designed and developed Internet Satellite Gateway (ISG).• Installed, configured, and provided technical support for ISG. • Setup Terminal Server access for remote users. • Designed and implemented login script using Kixtart.

• Managed and coordinated ticket purchasing application project.• Designed DFD for ticket purchasing application.• Provided help desk support.• Wrote user documentation and procedure manuals used for training.• Designed, implemented, and administered database using SQL Server.

• Administered computer network. • Designed and implemented database using MS Access.

Bba, Information Systems / Management

Bachelor'S Of Business Administration, Management Information Systems, General