Customer Service Management
Resume:
Jon Eric Gammer
**** ***** ***** ( Yorktown Heights, NY 10598
**********@*******.*** ( HOME 914-***-**** ( CELL 914-***-****
Director of Global Operations & Infrastructure / Technical Services
Strategic Planning ( Customer Focus ( IT Operations ( Project
Management
Dynamic, results driven IT Executive with extensive experience in the
design and management of technology and infrastructure-based solutions for
Fortune 500 Corporations. Adept at managing multi-million dollar budgets,
hiring, coaching and developing technical professionals, negotiating vendor
contracts and turning-around troubled projects and departments. Expertise
in the creation and implementation of complex global systems and networks.
Outstanding in project management, crisis management and detail analysis.
Ability to solve problems found in all departments of large (multi-billion
international) and complex business organizations such as Paine Webber,
Seagram Spirits and Wine Group, Universal Studios, Tropicana and the Dannon
Company. Exceptional system availability and customer service through
performance metrics and trend reporting, creation and adherence to service
level agreements, operational excellence and automation and process
optimization.
Areas of Expertise
TECHNICAL SKILLS MANAGEMENT SKILLS DOMESTIC/INTERNATIONAL
SKILLS
Project Management Cross Functional Outstanding Problem Solver
Network Design and Architecture Teams Communication
Team Leadership Corporate / Plant
Operating Systems, Hardware, Presentation Skills Relationships
Peripherals Corporate / Other Business
Data Center Management / Help Organizational Unit Relationships
Desk Skills Global Projects
Operations - Job Scheduling Budget Preparation Customer Service Focus
Storage and Tape Management Contract Enterprise-wide contracts,
Quality Assurance / Change Negotiation discounts and volume
Management Vendor Management purchase agreements
Capacity Planning / SLA Customer Service
Creation Focus
Security - Computer, Network & Training &
Facilities Development
Sarbanes-Oxley & Audit Outsourcing
Compliancy Initiatives
Voice / Data / Data Base Staff Development
Administration and Coaching
Disaster Recovery / Business
Continuity
Professional Experience
St. John's University, New York, NY
2007 - Present Manager Of Enterprise Technology
Managing major projects and people in a matrix environment; includes
implementation of EMC SANs; migration to Exchange 2007, design and build of
financial trading floor classroom / lab, complete with Bloomberg Terminals,
Tickers, Trackers, and using Reuters data; and design, approval, delivery
of various emergency notification systems for student safety, including
messaging solutions, audio/video solutions, content management systems,
phone and PA solutions. Designed interfaces for emergency notification and
language learning initiatives. Manage Academic Computing Initiative
including the design, build and rollout of 3,000+ laptops to all incoming
freshmen. Currently managing new SAN implementation, VMWARE
virtualization project, new data center objectives, investigating the value
of outsourcing in the environment and creating measureable and actionable
metrics for the help desk.
Custom Computer Specialists, Inc., Hauppauge, NY
2005 - 2006
Executive Director -Support Services- direct report to COO
Training sales teams, responding to RFP's, developing work plans, creating
customer Service Level Agreements, building internal work teams and
implementing outsourcing solutions for clients in the tri-state area.
Typical projects include disaster recovery / business continuity, IT
outsourcing and service desk implementations.
Jon Gammer Page Two
JG TECHNOLOGIES, INC., Yorktown Heights, NY
2004 - 2005
Information Technology Consultant
Developing and implementing technology solutions for the small /medium
business community. Typical projects include disaster recovery planning,
video conferencing implementations, project management, infrastructure and
security auditing and small business network implementations; conversion of
CC:Mail to Lotus Notes; Citrix implementations; telephony upgrades and
installations; creation of quality assurance and operational procedures and
service level agreements for large corporations.
The Dannon Company, Tarrytown, NY
1998 - 2003
Dannon Yogurt and Water, Lea & Perrins Steak Sauces, Great Brands Of Europe
(Evian Water)
Director of Technical Services, Infrastructure & Operations - direct report
to CIO
Implemented turn-around of seriously problematic and chaotic Technical
Services group of 30 and re-shaped the department through short-term and
long-term strategic planning and implementation, defining and selecting key
hires, coaching, skills development, process optimization and automation,
standards development, and measurement of key performance indicators.
Managed Network, Telephony, Data Center Operations, Security, Help Desk,
and System Groups. Tracked and managed 10 million dollar
hardware/software/communications budget. Technical environment included an
enterprise HP/9000 Oracle/UNIX CPG solution, a fully integrated system
combining frame relay networks with ISDN backup links, Windows 2000, Citrix
Metaframe, Mac's and Novell file / print servers, AD and Lotus Notes for e-
mail and workflow. Process control improvements followed the ITIL and
Quality Control and Zero Defects Methodologies.
Key achievements included:
. Re-designed and architected VOIP telephone system, voice mail system,
EDI, e-mail, computer room, manufacturing systems and networking
systems, stabilizing infrastructure during first year and improving
system uptime from 78 percent to 99.9 percent.
. Selected to participate on Senior Executive Committee in development
of corporate mission, vision and strategy for entire company with the
outcome being specific bonus-able goals and objectives for every
department. Also participated in the Top Fifty Managers strategic
meetings for 5 years.
. Greatly improved team concept through coaching, reviews, training,
adherence to job descriptions and customer focus.
. Installed diesel generator, UPS and off-site hot site for disaster
recovery to insure business continuity in the event of catastrophic
internal or external event.
. Implemented multi-terabyte EMC SAN (RAID-1, RAID-5, RAID-S) as disk
storage platform for HP/UX, Windows and I-Series AS/400 environments.
. Implemented Cisco routers throughout North America, including
corporate site, plants, distribution centers and sales offices.
. Implemented many sales offices around North America using DSL, Cable,
WiFi, Cisco hardware client and various phone systems.
. Implemented Active Directory; replaced Novell Netware file /
print subsystems throughout North America.
. Participated in numerous international projects focusing on networks,
consolidated hardware and software contracts, and worldwide
application deployment projects, including SAP and PeopleSoft.
. Implemented new cost saving technologies including Telephony (VOIP),
IP/VPN connectivity for remote access, IP Video Conferencing and
private IP networks ensuring increased security and quality of
service.
. Designed and implemented corporate intranet portal website, corporate
Internet and CRM web sites and extranet sites for business partners.
. Managed SAP implementation issues, administration, client rollout, and
integration implementation with legacy systems. Managed global network
for SAP worldwide integration. Also implemented MQSeries as
middleware between SAP and legacy systems. Managed SAP user training
schedule and classroom facilities. Implemented SAP peripheral servers
for customer faxing, warehouse management scanning and enterprise
printing. Setup Help Desk Level 1 & 2 support for SAP issues and
problems.
. Designed, tested, and set up EDI translator on HP/9000 UNIX platform
using GE as the intermediary node. EDI data feeds several platforms
including mainframe Order Administration System.
Jon Gammer Page Three
. Key contributor for the design and implementation of Oracle CPG, a
fully integrated ERP system combining financials, plant management,
order entry, etc., running on HP/9000's and using Citrix Metaframe to
host the client.
. Established centralized 24/7 Data Center/Call Center Help Desk, Client
Services standards and workflows, Service Level Agreements and company-
wide policies/procedures. Standardized all desktops, laptops and
peripherals and conformed to global platform standards. Initiated
procedures for Call Center issues and escalations.
. Established and chaired daily Network/Data Center Production Review
meetings with all sites to discuss production problems, infrastructure
issues, enterprise events, open tickets, service issues, and upcoming
rollouts.
. Generated performance reports/statistics for senior management
regarding service calls, system/network uptime and capacity
management.
. Designed and developed security guidelines for applications, network
access, password requirements, control access and facilities security.
. Implemented call-tracking software improving Helpdesk/Call Center
issue management and resolution, resulting in a 98% client
satisfaction rating and 95% open/close ticket compliance.
. Documented all application systems and created support escalation
documents and flow charts for Call Center / Data Center problem
determination and recovery.
. Established regularly scheduled training to review procedures and
customer support initiatives with Data Center/Call Center staff.
. Developed Client/Data Center/Network Services Intranet Website that is
used as a repository for all customer procedures, policies,
documentation, forms, schedules, etc.
. Designed and implemented process workflow applications for help desk,
automating new employee hires, employee terminations, etc. New hire
application cut setup time from 2 weeks to 2 days.
. Created SLA's for all data center operations, systems and
applications, including disaster recovery and business continuity.
Typical Cost Savings
. The design and implementation of a Sales and Marketing Website, used to
provide content management for sales materials, produced a cost savings
of $500k per year.
. Completed volume purchasing agreement (VPA) for North America, South
America and Canada, with IBM for desktops, laptops and servers.
. Reduced IT Expense budget from $10 million to $7 million by technology
upgrades, contract buyout/renegotiations, volume purchase agreements and
server consolidations.
. Conceived, designed and implemented handheld computers for District Sales
Managers to perform store audits, saving hundreds of hours of manual
spreadsheet updates per month, automatically reordering products that
were short, allowing for daily decision support information versus
monthly, and increasing DM's store visits from 10 per day to 15.
. Saved $200k per year by devising disaster recovery hot-site at remote
plant location, avoiding the already planned yearly SunGard charge.
Paine Webber, New York, NY 1996 - 1997
Full Brokerage Services
Independent Consultant
Managed the design, testing and implementation of an SEC compliant NASDAQ
system, which included:
. Managed the installation, testing and implementation of Brass 2.4, a
proprietary NASDAQ trading system.
. Validated the design and testing of all interfaces and feeds.
. Managed the installation and testing of new infrastructure consisting of
fast switching fiber networks provided by Cabletron Systems and WAN
connectivity via Cisco routers.
. Managed the design, testing and implementation of a new trading floor
built on new SUN Solaris workstations.
. Managed the installation and implementation of 3 sets of Ultra Sun
Solaris Servers in 3 different data centers.
Jon Gammer Page Four
. Validated and tested business continuity requirements, running at a
company hot-site with real-time cutover and off-site crisis center, and
received user signoff.
. Validated and tested application recovery and disaster recovery scenarios
via stringent testing.
. Provided full documentation of trading floors, networks, data centers and
application feeds via VISIO diagrams.
. Led the design and implementation of a middleware solution, using
MQSeries, to assure delivery of files between SUN servers and IBM
mainframes for reporting and accounting.
. Provided project management coordination via MS Project across many
different functional areas to produce a highly successful, highly visible
implementation that met stringent deadlines and avoided SEC penalties.
Typical Cost Savings
. Rearranged all tasks and milestones when project was already late and
over-budget, successfully meeting all pertinent deadlines and avoiding
all SEC penalties.
Seagram Spirits and Wine Group, White Plains, NY
1984 - 1996
Spirits, Wines, Beverages, Tropicana (Juices), MCA/Universal Studios
(Music, Movies, Books, Theme Parks)
Director of Global Operations / Director of Technical Services- direct
report to CIO
Managed MIS technical initiatives worldwide with respect to IBM mainframes
(ES9000, S370), midrange computers (AS/400, HP/9000, SUN) and LAN/WAN
technologies. Operating system support provided for MVS/ESA, VM/ESA,
VSE/ESA, OS/400, AIX, HP/UX, UNIX, Netware, Windows, Windows/NT and
Solaris. Network support provided for SNA, TCP/IP, APPN, SPX/IPX, and SNMP
protocols over Frame Relay, X25 and dedicated circuits.
Accomplishments included:
. Managed 45-member professional staff in Operations, Production Control,
Technical Services, Communications, Security/Change Control and Help Desk
and 80 additional staff located in national and international business
units and data centers.
. Managed $20 million dollar expense budget and $10 million dollar capital
budget.
. Managed the rollout of JD Edwards on AS/400 platform in North America,
Europe and Asia. The JDE financial modules (GL/AP/AR) were rolled out in
North America and Asia and the distribution and order management modules
were rolled out in Europe. AS/400's were logically partitioned (LPAR)
to allow test and production environment at each location. Managed
offshore development for foreign based requirements.
. Selected to turn-around troubled Tropicana HR/Payroll consolidation
project, a key corporate initiative. Accomplished major success through
problem solving of technical, application and user issues and
implementing strict management processes. Recognized as 'The Savior' by
senior executives.
. Automated Operations/Production Control by implementing scheduling
packages on all platforms; Installed and implemented tape silos on
mainframe and midrange computers significantly reducing tape handling;
automated console processing by reducing messages and providing automatic
replies. Devised fully secure production report database and viewing
mechanism resulting in 90% reduction in printing requirements and fully
automated printing environment.
. Replaced legacy IBM storage platforms with EMC Storage for IBM
mainframes and AS/400's worldwide.
. Functioned as corporate security officer, evaluating and implementing all
security requirements, working with both internal and external security
officers to guarantee compliance and working with business partners to
assure their compliance with corporate security requirements.
. Developed disaster recovery methodologies providing recovery of
mainframes, midrange computers and other segments of company networks
using SunGard Recovery Services as well as IBM Sterling Forest.
Typical Cost Savings
. Designed and implemented a consolidation strategy that produced $4.5
Million in savings through the implementation of an all-inclusive
international data center that included Seagram, MCA/Universal, and
Jon Gammer Page Five
. Tropicana. Managed the consolidation of operational functions into one
staff as well as the overall disaster recovery / business continuity
strategy.
. Conceived and implemented portable office model permitting sales managers
to quickly obtain decision support data from laptops. Results included
the generation of millions of dollars in sales revenue.
. Saved $250k per year by the implementation of online report viewing,
removing the requirements for multiple high speed printers at multiple
plant locations, and printing millions of lines of output per month.
EDUCATION
Master of Business Administration (MBA) in Computer Methodology and
Statistics
Baruch College, New York
Bachelor of Science (BS) in Computer Management
Fordham University, New York
Quality Control and Zero Defects Certification
ITIL Foundation Certification
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