Experienced Manager Information Services/Consulting/Retail & Wholesale Marketing
Seventeen year professional career highlighted by consistent achievement in a results-based atmosphere. Outstanding qualifications in building and managing customer relationships across diverse industries with top-level decision makers. Excellent problem-solving skills and a strong orientation in customer service/satisfaction. Qualifications include:
Customer Relationship Management
Strategic Business Plan Development
Multi-Site Operational Management
Cross-Functional Team Leadership
New Market Development
Estimating Budget P&L
Process Re-engineering
Organizational Leadership
Productivity Improvement
Client Presentations & Negotiations
Training & Development Leadership
Team Building
Koch Business Solutions
Applications Manager
2005 - 2007 Wichita, KS
Managing a team of 10 programmers that provide application consulting, creation, and support for over 150 customized applications. Accountable for $3 million budget and the P & L operations of 6 product lines. Working closely with customers to identify services needed, negotiate SLA contracts to continue to support needs/expectations. Researching/targeting new customers to continue growth of new application support.
* Created new SLA’s that generated over $600,000 annual revenue.
* Increased revenue across product lines.
* Implemented ITIL processes with the focus on Change, Release, and Incident management.
* Increased support efficiencies and improved customer service.
* Setup/utilized outsourcing contract for staff augmentation.
Bombardier Aerospace, Learjet
Business Relationship Manager
2004 - 2005 Wichita, KS
Lead the Business Relationship Manager team that worked closely with senior business leaders to ensure initiatives were met. Reviewed and prioritized IT projects, activities, and service to ensure optimal balance between needs of the customers relative to IT capacity. Performed opportunity evaluation to identify areas of business process improvements.
* Assisted in defining the role and responsibility of the Business Relationship Manager.
* Worked with Operations, Material Logistics, and Engineering team to identify application and business process improvements.
* Key contributor to process reengineering of sale to delivery process.
IT Site Manager
2002 - 2004 Tucson, AZ
Directed site IS/IT team in support of the corporate strategy. Managed US software development team (Tucson and Wichita) and implemented defined software solutions. Directed the team that supported the WAN/LAN, desktop services, and telecommunications. Managed support vendors and internal customer relationships.
* Managed team of 13 employees with $6 million budget supporting over 1,600 employees.
* Reduced servers by 20%.
* Implemented standardized desktop allowing remote support and improving customer service.
* Implemented/utilized ITIL processes to minimize business impact.
* Created Site Disaster Recovery/Business Resumption Plan.
* Achieved effective incident resolution with the Help desk support team.
* Coordinated Asset Management Process (hardware/software tracking) to help control budget costs.
* Effectively transitioned IT support back to Wichita during Tucson plant shutdown.
* Coordinated the implementation of the Non-Conformance Management System.
IS Manager
2000 - 2002 Wichita, KS
Directed the Operations and Customer Support IS/IT team that supported and enhanced the corporate MRP system. Partnered with the senior leadership to identify and manage technological solutions in support of the corporate strategy. Developed and managed budget required for all supported departments. Responsible for managing technical projects utilizing the PMO process. Managed and mentored Business Analysts. Created productive work environment where teamwork, flexibility, and acceptance to change were reinforced and rewarded.
* Managed team of 13 employees with $4 million budget supporting the corporate MRP system.
* Stabilized Warehouse Barcode system that allowed the business to exceed the Aircraft delivery target.
* Implemented Methods Engineering Process Planning application.
* Implemented ITIL Change, Release and Incident Management processes that increased delivery efficiency.
Phillips Petroleum Company
Marketing Sales Representative
1998 - 2000 Wichita, KS
Maintained and developed market for petroleum products sales in Kansas Territory. Worked with independent marketers by promoting Phillips’ image and incentive programs. Developed and nurtured relationships with established customers as well as targeted new customers. Implemented growth strategies to help customers increase profitability.
* Exceeded sales targets each year while cleaning up the brand image.
* Converted an average of 4 units a year.
Retail Territory Supervisor
1995 – 1998 Bartlesville, OK
Managed the P & L operations of a profit center containing eight convenience stores with annual sales of $7 million. Coached, counseled and trained retail outlet Managers as well as other management employees, for efficient and profitable operations. Responsible for purchasing, merchandising, advertising, promotions, recruiting, employee development, cost/expense control, quality customer service, and store image.
* Managed 8 store managers and 60 employees.
* Exceeded revenue targets each year.
* Opened one Retail unit per year.
* Created training center for new hire development.
* Improved and maintained store image.
Analyst Programmer
1990 – 1995 Bartlesville, OK
Developed and supported Purchasing, Materials Tracking, Equipment Tracking, and a Financial system for the corporate office. Pioneered the research, development, and implementation of Bar Code technology. Lead programmer of client server team for conversion of legacy mainframe to client server platform. Established working relationships with customers to analyze, develop and implement technical solutions.
* Implemented Bar Code picking/stocking technology into the warehouse improving efficiency by 20%.
* Integrated Bar Code system into Equipment tracking system improving input efficiency by 50%.
* Defined, created, and implement payment system for suspense file that reduced turnaround time by 40%.
* Converted mainframe batch system to client server within project time frame.
Education/Training
Bachelor of Science, Computer Science
Lamar University, Beaumont TX
Dean’s List, Student Mentor, Blue Key National Honor Fraternity
Additional Training:
Effective Leadership Training
Negotiating to Yes
Interpersonal Management Skills
Achieving Communication
Advanced Negotiations
Frontline Leadership: Your Role & Basic Principles
Effective Listening Skills
Win-Win Negotiations
Organization, Design, Development: Team Power
Problem-Solving/Decision Making
Diversity Fundamentals Workshop
Managing Risk Tools & Techniques
Investment in Excellence
Managerial Psychology
Building Better Communication Skills
Professional Business Writing
How to Develop a Strategic Plan
Essential Skills for the Business Analyst
Six Sigma Champion Training
Marketer Management Excellence
Total Quality Improvement System
ITIL Foundation Certification
Gartner Outsourcing Conference 2006 & 2007 |
