Resume

Profile:

Solutions-Oriented professional experienced in Technical Writing, Business Analysis, Customer Relationship Management, Project Management, Staff Management, and all phases of purchasing and materials management. Independent, action-oriented, collaborator with high ethical standards and strong work ethic.  Effective communication skills with both technical and non-technical staff.   Attentive to details; effective at multi-tasking

Core Strengths:

·   Strong writing skills, experienced in workflow, manuals, business requirements, gap analysis.

·   End user training material preparations, standard operating procedures, user manuals, presentations, graphics.

·   Project Management, experience with MS-Project, leading project team and status meetings, driving project deliveries.

·   Customer Relationship Management, problem solving, prioritization of requirements, change management.

·   Technically proficient in the use of various computer systems and their components.

Career Accomplishments:

·   Key member SAP Order to Cash implementation for MTV/Viacom Media Networks. (Customer & Credit Process, Ancillary Ad Sales Billing, and Digital Ad Sales Billing).  Wrote various SOPs and trained remote team taking over daily processing.

·   Rescued training program when it was discovered, during training week, that other team member’s work product was not ready for the launch; worked overnight to fill the gap and delivery training on time.

·   Provided training and application support for over 600 machines in over 280 locations during a major PoS application upgrade at Godiva Chocolatier. Wrote all Training Materials, Quick Reference Guides and Manuals.

·   Installed Point of Sales systems throughout the US, which involved detailed project management for each install, assessment of underlying operational systems, discovery and planning for all integration requirements.

·   Wrote the Software Manuals & Training Materials for the Active Network Golf Point of Sales and Tee Sheet Reservation Software as well as trained over 180 Golf Courses on how to use the Software.

·   Managed Retail outlets for major manufacturers. Handled all personnel matters, responsible for managing all suppliers and vendors.

Experience Summary:

Viacom International Media Networks

Nickelodeon                                                                           Consulting for: Channel Media Solutions

Technical Writer Consumer Products Asset Management System              Current

·   Wrote Site Help for the Asset Management System. Translated it into 7 Languages Including: Portuguese, French, Spanish, Korean, Russian, and Chinese. 

·  Developed Training Videos using Adobe Captivate.

·   Wrote User Manual for Asset Management System.

·   Wrote Content Management System Guide.

·   Tracked Site bugs via HP Application Lifecycle Management  System

·   Tested Bugs reported in the system and made site modifications.

·   Tracked changes to Content Management System through environments.

 

MTV Networks     

                                                                                                                                       

Technical Writer, SAP Order-to-Cash Implementation                                                                                                 

·   Developed gap analysis of the Customer and Credit portions of the OTC Process

·   Wrote current and future state documentation on Customer process, Credit process and Ancillary Billing portions of the OTC Process.

·   Developed SAP workflow for revenue streams.

·   Responsible for creating a duel entry process for SAP, Gabriel, SolBright, CDM, and Media Maestro while the feed from those systems into SAP is developed.

·   Responsible for writing SOP's to support implementation of new SAP module

·   Wrote Training Documentation for SAP OTC Rollout.

·   Delivered SAP Training for Customer, Credit and Ancillary Billing Processes for OTC

·   Developed usable training module to cover a missing guide that was missed prior to training.

·   Developed 8 new Forms for use in conjunction with the SAP OTC Process

The Hershey Company                             Consulting for: System One, IS Global Support Analyst

Farm Bureau Financial Services          Consulting for: Technisource, IT Support Center Analyst                       

Customer Relationship Management 

and Support for multiple client companies:                                               2008-2012

·   PM for “WOW" campaign to improve customer satisfaction in the global support center.

·   Created and deployed a company-wide Reporting Dashboard for the Consumer Relations Team, which houses brand summaries, social media, customer reports on all brands in the US and Canada.

·   Test new software upgrades and changes for over 3,000 terminals.

Godiva Chocolatier 

Consulting for: Innovative Technology Solutions, Lead Support Engineer                 2006-2008

·   Responsible for staffing solutions and guiding and developing personnel as necessary;  managed 8 people on site.

·   Discovered and documented a violation of the Fair and Accurate Consumer Transaction Act (FACTA) which saved Godiva Chocolatier hundreds of thousands in fines.

·   Oversaw production of all technical documentation for the client including Service Operation Guides and PoS manuals

·   Wrote Training Manuals and delivered training for over 280 Stores during a multi-million dollar PoS upgrade.

The Active Network                                                                      

Information Technology Consultant                                                          2002-2006

·   Created all user manuals, administrative guides and training manuals.  Conducted all training for installed sites.

·   Created a handy reference for our sales teams by using data from our website to create sales support manuals which detail all data pertaining to each of our customers - Customers found them useful as well.

·   Created an installation guide containing all the data needed to install and maintain one of the systems we supported. This guide was used by all of our installers.

·   Wrote all the documentation for the Golf-e-Network software suite, installed over 360 machines in over 180 locations and trained all clients in more than 37 States and 3 provinces in Canada. I also actively supported over 160 sites remotely.

·   Updated customer content on our website using a proprietary update tool.  Some familiarity with HTML.

Daiichi Pharmaceutical Corporation 

Trainer and Special Projects                                                                          1998-1999

·   Conducted training sessions for various software implementations.

·   Developed and maintained equipment inventory controls and accountability tracking for computer equipment.

·   Developed documentation and training materials related to my assignments.

·   Tested systems prior to training to gain insight into workflows and procedures required.

·   Assisted Network Engineering team with installs as needed.

Customer Service Positions:                                                                      1997-2002

 

Finish Line - Philadelphia, PA – General Manager                  

Champs Sports - Langhorne, PA – General Manager               

G.H. Bass & Co. - Lafayette, NJ - General Manager                                                                      

·   Responsible for all elements of store operations including retail sales, store displays, administration of periodic marketing programs and promotions, training and management of sales help and related duties. (1998-1999, part time, overlaps with full-time position at Daiichi.)

·   Authored Policies & Procedures, managed all set up, clearing and maintaining of vendor processes including invoice verification, payments and coordination with Finance Group. Oversaw all shipment and inventory processes, managed damaged goods claims, processing errors, etc.  Developed and oversaw marketing programs.

·   Repeatedly recognized for exceeding sales goals and for motivational programs that helped sales staff achieve or exceed goals.

Technical Environments:

·   Software:  SAP Customer Relationship Manager, SAP BI Reporting, SAP CDM, SharePoint, Remedy, TrackIt, Managenow, MS Word, Excel, PowerPoint, Outlook, Lotus Notes, Lotus Sametime, Lotus Quickr, Snagit, Adobe Captivate

·   Point of Sale:  Fujitsu GlobalStore, iStore, and Atrium PoS Systems, ActiveNetwork, Golf-e-Network, Fairway Systems

·   OS: Windows 2000, XP, 2003, Vista, Windows7,  AS400, RDC, VNC, Dameware, SMS, Bomgar, Citrix, Active Directory, Service Now, Afaria ActiveXperts, ICVerify, PCcharge, some SQL,

·   Hardware:  Blade Servers, HP Servers, Blackberry, iPhone, Android, Cisco VoIP, IBM PoS Hardware, Desktops and Laptops

Education:

·   Sussex County Community College - Information Technology

·   Chubb Institute – PC Hardware Repair & Maintenance

·   Calc Institute – Internet setup and design

·   Insigniam Performance – Leading Change Workshop

·   New Horizons - Microsoft SQL Server 2000 with Transact-SQL

·   Xincon Tech – Networking Concepts

·   Pope John XXIII Regional H.S., Sparta, NJ

Other Experience/Community Service:

·   Past Member, Glenwood/Pochuck Volunteer Ambulance Squad, Vernon, NJ

·   Past Member, Civil Air Patrol, Sussex County, NJ

·   Certified Lifeguard, The Spa at Great Gorge, Vernon, NJ