Manager, Global Product Support Centers
CurrentFive years in diverse facets of Information Technologies, encompassing analysis, design, development, execution and support of business applications• Design and develop proprietary solutions for reporting and case management in SQL, VB.NET & Java Script• Serve as project manager to build custom tools • Designed Web-based ASP.NET Internet applications linked to firm-wide SQL databases• Review code; analyze software development process and business needs, suggesting alternative technologies• Liaised with production team to analyze bugs and resolve issues• Worked with MS SQL databases and designed stored procedures• Developed Windows Forms user interface projects to create reporting dashboards• Designed and developed case rating system, implementing quality monitoring practices• Manage IT Help Desk Team, supporting more than 3500 laptops, including software & hardware support/image Manage $2M budget and a team of 5 Managers and 45 Administrative Personnel including 3 departments:• EZ Tech (Hardware support)• Vehicle Programming (Software support) • OnCommand® Support (Customer Support)Reorganized Teams, improving the customer’s experience through creating:• A culture of support and determination• Cross Functional Teams to collaborate, solve and prevent issues• An Integrated, cross-trained teamReduced vehicle downtime by 50% through• Creation of data interpretation and analysis tools • Root Cause Analysis – driving vehicle design improvements• Process Improvements• Collaboration with Parts, Engineering, Sales, Manufacturing and Service OrganizationsIntegrated service departments from Parts, Truck, Engine • Organized move of entire team from Fort Wayne Indiana to Lisle, Illinois• Assisted in designing the ‘new’ Customer Support concepto Designing work spaceo Product knowledge boardso System integrationo Assisted in launching a VOIP & Work Force ManagementDeveloped key performance metricsTransformed culture to be proactive vs. reactive
