Project Manager Customer Service

ERIC RAPAPORT

***** ****** ****** *** ***** Hollywood, CA 91601 Phone: 847-***-**** E-

mail: ************@*****.***

SUMMARY OF QUALIFICATIONS

10+ years of successful technology consulting, web development project

management with brand and marketing strategy development. Experienced US

and International project manager, leading domestic and offshore teams in

India and Russian of up to 15 and handling onsite industry wide projects.

AREAS OF EXPERTISE

IT Support & Consulting Brand & Marketing Strategy Business Planning &

Web Development Project Event Planning & Management Development

Management Back Office Streamlining

TECHNICAL SKILLS

Hardware Support: Dell, Toshiba, HP, LG, Compaq PC Laptops / Servers, HP

Printers / Servers

Operating Systems: MacOS X, Windows XP, Vista, 7, 8, Advanced Server with

Active Directory, Exchange Server, UNIX

Mobile Platforms: iPhone iOS, Android, BlackBerry, Palm OS, Symbian, Nokia,

Pocket PC, Good Dynamics & Good Technologies with MDM Policy deployment and

Affaria Application Catalog

Office Automation: MS Office, Live, Lotus Notes, iWork, iLife, Office for

Mac including Entourage, ACT! SharePoint

Medical Software: Allscripts PM, EMR/EHR Enterprise, HL7 Interface Engine

Financial Software: QuickBooks Pro, Quicken, FreshBooks

e-Commerce Development: Yahoo Business Merchant Services, BigCommerce,

Volusionm, Magento, Amazon S3 Services

Internet Development: Google Apps, Ning, SquareSpace, Flash, Google Sites,

Agile Development Lifecycle

Graphics Packages: Adobe Photoshop CS5, PageMaker, Illustrator, Quark

Express, Pixelmator

CRM: SalesForce, Box.net, HighriseHQ, Base Camp, Remedy, JIRA, ZOHO

Programming Languages: HTML, CSS, Visual Basic

Project Management: Microsoft Project, Basecamp

RDBS: MySQL, Access, Crystal Reports

Miscellaneous: Norton Ghost & AntiVirus, McAfee, AVG, Trend Micro, VMWear,

Parallels, Google Analytics, SMS Messaging

WORK EXPERIENCE

Project Manager / Consultant / Owner RAPAPORT CONSULTING, INC. 11/2006 -

PRESENT

Self owned start up, which specializes in small business infrastructure

development and support, which includes network, digital phone systems,

software and new products integration. In addition, the company offers

complete suite of Digital Strategy services such as web brand and concept

development, interactive web site development, e-commerce, digital media

marketing and analytics.

Most Notable Projects:

Chief Digital Officer / Project Manager HydroGalaxy.com (11/2012 -

Present)

Assisted in the developing and launching of the HydroGalaxy.com website

and business model by building and deploying a new eCommerce website by

building data management process for all of the company vendors and their

over 50,000 unique products. Implemented the use of SEO & Google

Analytics, PPC and product syndication through multiple sales channels

such as eBay, Amazon, Buy.com and Google Product Search, Bing and

PriceGrabber.com. Implemented a centralized order management system and

customer service process, as well as streamlined the shipping process,

item management and order fulfillment process. Streamlined customer

service and internal communication processes for maximum efficiency and

productivity.

Project Manager and Support Northern Trust Bank (8/2012 - 11/2012)

Deploying and troubleshooting Apple iOS devices, applications and MDM

polices. Rolled out the Good Dynamics and Good technology pilot

program and set up the administrative control panel, Affaria Application

Catalog and deployment polices. Troubleshot partners and supported

essential in a Lotus Notes environment.

Project Manager LectroComponents.com (1/2012 - 8/2012)

. Developed and implemented an E-Commerce presence for the company doing

the brick and mortar business for over 25 years.

. Established inventory controls and order fulfillment processes,

relationships with vendors, customers and shipping companies to

facilitate the new business direction for the company.

. Lead an internal team of 8 employees to build the online product

catalogs, customer services processes, backend analytics and marketing

strategies to establish the organization as a leader supplier and

distributor of electronic component parts online in 4 months.

Brand Development / Project Management eDealTree.com (9/2011 - 1/2012)

. Helped develop concept for the online platform that facilitates

relationships / transactions between merchants, publishers and their

customers and is accessible via mobile platforms and social networks.

In addition, responsible for overseeing the platform development, which

includes technical staff management (4 designers, 8 developers), budget

management of $80,000, vendor and partner relationship management, and

weekly communications with the client.

. Work closely with the production team to develop marketing themes,

scripts, storyboard and viral marketing campaigns.

Social Media Lead / E-Commerce Manager Arlovski.com (1/2008 - 4/2013)

Responsible for Andrei's online presence and member/fans engagements

projects. Set up an online community portal and online store. Came up

with the Arlovski 360 an online video project to document pre-fight

preparation. Increased overall traffic to the website by over 1000% and

generated new forms of revenue for the company, through sponsorship deals

and direct sales initiatives as well as direct fan engagement through

monthly video chats with member /fans

. Developed social networking strategy for the Andrei Arlovski brand

online. This included building a fan base of 25K+ on Arlovski.com, 15K+

on Twitter, 30K+ on Facebook and 9K+ subscribers on Arlovski YouTube

Channel that averages 900K views per video.

. Create monthly promotions centered around user interactive experiences

is accessible

Owner, Project Manager, Marketing, Operations and Business Development

ChicagoVUE.com (1/2002 - 7/2005)

Created with two partners a social network website for the young

professionals in the European community, which reached over 3,000 users

in one calendar year and doubled membership every six months for the next

two years during my involvement. I lead and concentrated on three major

parts of the company's growth; print, radio and concert events in Chicago

area surrounding the information and entertainment of this particular

market segment.

Web Development Project Manager / Marketing and Business Development

MyGiftee.com (10/2007 - 11/2009)

Responsible for the entire Web Site Development Process: Analyzed the

clients and potential online consumer needs

Built a specifications breakdown along with the design and layout

requirement Project managed the coders and was involved in the testing

and implementation of the public web site. Provided maintenance,

telephone support and troubleshooting Project managed all aspects of the

promotional aspects of the web site: SEO (Search Engine Optimization) SEM

(Search Engine Marketing)Email Marketing Campaigns PPC (Pay Per Click

Campaigns)

Web Development Project Manager / IT Support Technician and Consultant

Contacts and Specs (2/2007 - 7/2009)

Responsible for the entire Web Site Development Process: Analyzed the

clients and potential online consumer needs Built a specifications

breakdown along with the design and layout requirement Project managed

the coders and was involved in the testing and implementation of the

public web site. Provided maintenance, telephone support and

troubleshooting

NORTHWEST COMMUNITY HOSPITAL

7/2010 - 7/2011

IT Support Technical Lead / Project Manager

. Responsible for integration of Allscripts Electronic Medical Records

(EMR) and Practice Management (PM) systems across 3 hospital outpatient

care facilities. The integration methodology was then successfully

utilized for all 25 outpatient care facilities.

. Coordinated deliverables and timelines between IT Group, consultants and

senior management during the systems integration phase, reporting directly

to Affinity Healthcare CEO and Northwest Community Hospital EVP.

. Provided on-site Level 3 support across 25 outpatient care facilities

(4,000 employees), which required traveling from one facility to another

in the Northwest suburbs.

AFFINITY HEALTHCARE

9/2008

- 7/2010

IT Manager

. Transitioned the organization's processes and technology into state-of-

the-art infrastructure: build-out of highly secured data center,

integration of Toshiba IP-based phone system to support multiple groups

and call centers, practice management automation, transition from paper to

Electronic Medical Records interfaced by 480 users via PCs and wireless MS

PC Tablets, and data reporting automation. This included managing 2

employees, 4 consultants, 9 vendors and a $5 million dollar budget.

. Set up and configured Allscripts Enterprise EMR with HL7 Interface

Configurations; which involved configuring billing, practice management,

lab, patient record / summary modules and extensive interaction and report

generating with the use of Crystal Reports for Clinical Manager, Billing

Manager, Lab Manager, Radiology Manager and CEO.

. Plan out and configure a disaster recovery plan for the data warehouse

and back up systems

. Managed a web development project for online scheduling system that

allowed patients to request an appointment via Affinity's homepage based

on the real-time physician availability. The scheduling system interfaced

with Allscripts Practice Management.

. Configured iPad devices for physicians to interface with EMR in a Windows

environment.

. Setup secured VPN access for remote users.

HEALTHCARE INFORMATION SERVICES, LLC.

10/2004 - 11/2006

IT / IS Support Technician

Provided technical support to over 20 remote locations via phone, remote

desktop and onsite travel to location for hardware service which included

but is not limited to: Provided maintenance, telephone support and

troubleshooting Onsite repair and replacement of hard drives, video cards,

network cards, laser and dot-matrix printers and connection cables

Troubleshoot and repair software issues with Windows 2000 and XP OS

Deploy new systems with OS Imaging tools such as Norton Ghost Set up

administrative right and login scripts for users in difference security

clearance Configured, troubleshoot and wired network patch panels in the

server rooms Work directly with IBJI (Illinois Bone and Joint Institute

Doctors - over 20 on staff) in various remote locations to troubleshoot

BlackBerry, Palm Devices, EMR (electronic medical record) software, remote

desktop connections, back up management, voice recognition and dictation

software making sure all HIPPA (the Health Insurance Portability and

Accountability Act) compliance issues are taken into account for each

process

LION DISTRIBUTORS

4/2002 - 10/2004

Office Manager /Administrative Assistant / IT Administrator and Consultant

Have been involved with the company from its inception, assisting with all

aspects of the IT/IS in all three geographic locations. (Illinois, Florida,

and New York) Provided maintenance, telephone support and troubleshooting

Selecting and configuring all workstations and servers Windows XP Pro,

Office 2000 on an Exchange Server, and file/print sharing through the main

server. Exchange 2000 Mail Server File/Print Sharing Server Capabilities

Conducted a Website Development Cycle for the company Web Site

www.liondistributors.com Responsible for the entire network infrastructure

for all three geographic locations Wireless LAN in Miami with one Server

and five workstations Wired LAN in both NY and Chicago with 6 workstations

at each location Troubleshot and supported all 50 users Performed all

bookkeeping with QuickBooks Pro 2002-2003 Supported the sales team with all

office and technical needs Organized a filing system based on clients,

vendors and legal documentation

AT&T

3/2000 - 4/2004

HSD (High Speed Data) Support (Level I & II)

. Provided Level I and Level II support within the Western Region of the

Great Lakes for AT&T Broadband service Provided maintenance, telephone

support and troubleshooting

. Ultimately promoted to a NOC (Network Operations Center) liaison position

to handle escalated technical support issues.

. Worked closely with the software package called Remedy for problem

resolution and call tracking Worked with TCP/IP in the Microsoft Windows

95, 98, Me, NT, 2000 and Windows XP operating systems Configured routers,

and home networks Provisioned and trouble shot Motorola DOCSIS and Cable

Modems Ensure all customer issues are logged, tracked, and resolved via

the appropriate procedures

Leo Burnett Worldwide

1/2000 - 3/2000

Contact Position for Leo Burnett Advertising Agency - Computer Support /

Server Administrator

. Monitored daily server operations using Microsoft Windows NT, 98, DOS in

addition to Microsoft Office Utilities and PC Anywhere Determine, schedule

and tracked resource requirements and commitments

. Provided worldwide client technical support over the phone Used Bridge 99

customer database for daily operations Solely responsible for the second

shift worldwide support for Leo Burnett Advertising Agency web site

servers

. Provided ongoing task and project reports to senior managers Created and

updated technical troubleshooting manuals based on daily call reports

Ensure all customer issues are logged, tracked, and resolved via the

appropriate procedures

BEST BUY

2/1998 - 12/1999

Computer Level II Technician / Customer Service

. Loaded and upgraded operating systems and software applications using

Windows 95, 98, NT, and 2000 Customized, repaired and upgraded processors,

hard drives, video cards, sound cards, memory, floppy drives, CD / CD-RW

drives, and network cards, on new and old model PCs Consulted customers in

making correct decision between purchasing and/or repairing their

computers for business and home use

. Ensure all Computer equipment and software is accurately labeled and

inventoried through combination of manual and system management tracking

systems Provide ongoing task and project reports to senior managers

EDUCATION

William Rainey Harper College

Management Information Systems

Attended from 2000 - 2002

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