Customer Service Manager

Wes Ipson

*** ***** *****

Branchburg, NJ *****

Home: (908) 203 – 0153

Cell: (908) 752 – 1921

***.*****@*******.***

SUMMARY

Information Technology professional with expertise in software development of Enterprise Resource

Planning (ERP) systems. Strong technical expertise in Software Development Life Cycle (SDLC), the IBM

System i (AS/400), and project management. Designed, developed, and implemented an enterprise-wide

product lifecycle management system at Tiffany and Company enabling full integration of all product

information, across multiple diverse applications, beginning with initial concept through product

development, planning, procurement/manufacturing, distribution, sales, and obsolescence.

• Streamlined the PLM workflow through the installation of Siemens TeamCenter Enterprise which

enabled Tiffany to reduce the time to market for new product lines from an average of ten down to two

months.

• Reduced customer service issues by transitioning the Tiffany Service Center from Peachtree

Accounting to J. D. Edwards EnterpriseOne.

• Reduced average repair time from two weeks down to one week and ensured repair parts were

available for new product lines before they were launched.

PROFESSIONAL EXPERIENCE

Tiffany & Co., Parsippany, NJ - Manager, Business Systems Development, Global Services (2/08 -

10/12)

Responsible for international systems using J. D. Edwards World A7.3 applications. Managed the process

of developing, implementing, and continuously enhancing systems ensuring that systems and services

supported the daily business operations and maintenance of hardware, software, and applications. Ensured

applications met Sarbanes-Oxley Act and Payment Card Industry Data Security Standard compliance.

Fostered and facilitated the collaboration of cross-functional activities and process improvement initiatives.

• Managed the installation of J. D. Edwards World international service centers in Australia, China, United

Kingdom and Hong Kong enabling local management of servicing operations.

• Installed an average of 12 new international retail locations per year over five years.

• Enabled sales of Tiffany watches through international locations following marketing agreements with

Swatch.

• Eliminated the need to hire staff across the globe to manually translate foreign language item

descriptions by designing method for automated translation for product lines based on product

attributes.

• Migrated credit card authorization and settlement from ISD platform to an ACI Java switch over the

Compass platform eliminating foreign transaction fees to customers.

Tiffany & Co., Parsippany, NJ - Manager, Business Systems Development, Product Life-cycle

Management (8/03 - 1/08)

Met with business managers and staff to develop plans, priorities, and general requirements supporting the

custom RPG PLM system and integration with Supply Chain Management, Manufacturing, Sales Order,

and Procurement systems on home-grown RPG, web, and J. D. Edwards EnterpriseOne applications.

Synchronized schedules with other IT support and service groups to manage projects and staff functions.

Assured quality, operational fit, business objectives, and production standards were met by facilitating

general schedules and priorities for projects and support services. Reported to management and project

stakeholders on progress, problems or issues, and the need for changes or adjustments.

• Increased productivity for the Product Development department by installing Siemens TeamCenter

Enterprise and integrating it with legacy RPG systems.

• Streamlined the PLM workflow through the use of Siemens TeamCenter Enterprise which enabled

Tiffany to reduce the time to market for new product lines from an average of ten down to two months.

• Reduced average repair time from two weeks down to one week and ensured that repair parts were

available for new product lines before they were launched, avoiding customer service issues by

transitioning the Tiffany Service Center from Peachtree Accounting to J. D. Edwards EnterpriseOne

system.

• Enabled external vendors to interface with our internal Enterprise Resource Planning system so that Bill

of Materials, Route, and engineering specifications could be managed in one place allowing effective

planning of all Tiffany supplied raw materials.

• Migrated J. D. Edwards World/OneWorld to EnterpriseOne which increased transaction processing

speed, increased analytical capabilities, and reduced system down time.

Tiffany & Co., Parsippany, NJ - Project Leader, Business Systems Development, Product Lifecycle

Management (11/99 - 7/03)

Partnered with IT management to analyze, advise, measure, and report on Merchandise Information

Processing System (MIPS) integration with JDE OneWorld. Supervisory responsibilities included staff

personnel and consultants. Worked with manager to create detailed project plans for all new project efforts.

Identified, sequenced, and organized project activities. Responded to day-to-day maintenance,

enhancement, and support requirements. Evaluated change requests and worked with manager to

prioritize. Design activities involved learning J. D. Edwards package software and mapping business

requirements to applications capabilities. Coordinated and executed systems testing ensuring proper

change control procedures were followed. Evaluated the work of junior team members and consultants for

technical quality, adherence to standards, and completeness.

• Led five consultants and three staff members in the development of a new PLM system which allowed

for an innovative and flexible method of synchronizing product data across multiple home-grown

RPG/CL systems and J. D. Edwards World/OneWorld. This enabled the newly developed PLM

department to efficiently manage both finished and non-finished goods information in one place as a

single source of product data eliminating redundant processing time while allowing maximum time for

analysis.

• Implemented an interface between the MIPS Purchase Order system on a legacy RPG application and

the JDE EnterpriseOne Sales Order application enabling Material Requirements Planning in the

manufacturing division. Reduced the manufacturing lead time from six months to two months and

made the company much more competitive in getting the right products to the selling locations earlier

and greatly reduced overstock and lost sales.

Tiffany & Co., Parsippany, NJ - Sr. Systems Analyst, Business Systems Development, Merchandise

Information Processing (3/98 - 10/99)

Focused on delivery of solutions for new and changing business processes for the Merchandise Information

Processing systems. Provided ongoing support and problem resolution for custom RPG/CL software

applications. Executed functional and user acceptance testing to ensure proper change control

procedures were followed. Led planning, creating, and coordinating test plan and requirements definition

efforts at program, process, and system levels.

• Provided the means for inventory planning by designing and coding the interface of Logility Distribution

Resource Planning and Manufacturing/Scheduling systems.

• Enabled detailed analysis of Purchase Order and Receipts systems by designing and coding Vendor

Management system.

• Designed and coded a synchronization process for Finished Goods data between MIPS, J. D. Edwards,

and Logility systems.

Tiffany & Co., Parsippany, NJ - Sr. Programmer/Analyst, Business Systems Development,

Merchandise Information Processing (3/96 - 2/98)

Defined, analyzed, supported, tested, and implemented RPG/CL applications. Provided after hours support

when needed. Participated in the incident management process to identify production problems,

troubleshoot, and determine root cause analysis. Monitored and analyzed merchandise systems to help

identify and address basic confidentiality, integrity, availability, and performance issues.

• Eliminated the need for 120 man-hours per month for accountants to manually key transaction data by

designing and coding a system to automatically feed monthly MIPS Cost Accounting, Gift Coin

Redemption, Merchandise Control Ledger, Sales/Discounts and Allowances, Average Cost End-Of-

Month Valuation, and Receipt Adjustments transactions into the Stockbook and J. D. Edwards

applications.

• Increased product planning control by designing and coding Vendor Capacity Planning process.

Tiffany & Co., Parsippany, NJ - Programmer/Analyst, Business Systems Development, Merchandise

Information Processing (7/93 - 2/96)

Supported Merchandise Information Processing System applications by coding, testing, and implementing

new and modified RPG/CL program applications.

• Allowed Inventory Accounting to analyze tax benefits by designing and coding Last-In-First-Out

process.

• Enabled Accounts Payable to invoice more accurately and Inventory Accounting to produce a more

accurate accrual valuation by designing and coding the Received-Not-Charged process.

• Provided Financial Analysis and Inventory Accounting with the ability to accurately analyze aged

inventory by designing and coding the Aged Inventory processes.

COMPUTER EXPERIENCE

Hardware

IBM System I, IBM iSeries, IBM AS/400, Windows PC

Languages

RPG IV, RPG III, RPG II, CL programming, SQL, Query/400, Microsoft Access, COBOL.

Software

J. D. Edwards - JDE World, JDE OneWorld, JDE EnterpriseOne, JDE toolkit - OL (Object Librarian), OMW

(Object Management Workbench), ERW (Enterprise Report Writer), UBE (Universal Batch Engine), BSVW

(Business Views), Report Design Aid (RDA), Form Design Aid (FDA), Object Configuration Manager

(OCM), User Defined Codes (UDC), Data Dictionary (DD), Table Design Aid (TDA), Universal Table

Browser (UTB), Electronic Data Interchange (EDI)

IBM - IBM Programming Development Manager (PDM), IBM Report Layout Utility (RLU), IBM Screen

Design Aid (SDA), IBM Distributed Data Management (DDM), IBM DB2/400, DataMirror, IBM Client Access.

Microsoft - Microsoft Office (Excel, Powerpoint, Project, Word, Visio)

Other - MKS Implementer, Siemens TeamCenter Enterprise, Hawkeye Information Systems, ProData DBU

Training

Lakeview Technologies Database and Programming Utilities, IBM AS/400 Technical Conference, Skip

Marchesani DB2/400 and SQL courses, JD Edwards Technical Certificates: Overview, System

Fundamentals, Enterprise Report Writing, Table Conversions, CNC Foundation, Tools Foundation,

Advanced Programming Concepts and Skills, Distribution Requirements Planning, Sales Order

Management, Manufacturing & Distribution Planning, Procurement, Inventory Management, Designing

Interactive Forms, Planning & Programming Workflow, Design Batch Applications, and System

Administration.

EDUCATION

11/92 - 6/93 Chubb Institute of Technology, Parsippany, NJ - Diploma in Computer Programming

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