Customer Service Manager

MARK A. LASALANDRA

*** ***** *****, *******, ** *7481 Res: 201-***-**** Cell: 201-***-**** ****.**********@*****.***

IT APPLICATIONS & DEVELOPMENT MANAGER

Process Improvement / Strategic Planning / Cost Controls / Finance / Time Management / Accounting

Compliance / Security / Budgets / Project Management / Systems / Risk Assessment / Turnarounds

Have tackled complex business challenges and built shareholder value for organizations in medical device manufacturing, commercial real

estate, and public utility sectors. Excel in documentation, producing training material, and conducting classes for clients, staff and executive

management. Will maximize revenues, decrease costs and improve productivity by:

Analyzing problems and developing viable solutions

Creating economically relevant business plans

Integrating innovative technology with Best Practices to control costs

Delivering results that positively impact the bottom line

Manager Application Development and Support, United Water, Oradell, NJ 2008-2013

Reduced Contracting Costs 100% in Applying Oracle Bundles: Directed staff of six in applying Oracle-PeopleSoft bundles consisting of

over 3,000 patches to an extensively customized system. Honored with corporate “Golden Achievement” award.

Implemented PeopleSoft for Canadian Contract Services Expansion: Selected by management to implement PeopleSoft’s receivables,

contracts, billing and procurement modules, utilizing my in-house staff, resulting in United Water’s initial expansion outside of the U.S. and

providing cost containment. Won corporate “Silver Achievement” award.

Restructure of Contract Services Legal Entities: Yearly 40% cost savings celebrated due to my feasibility study and measures to

restructure various contract service organizations and business planning operations.

Performance Benchmarks for PeopleSoft and Document Imaging: Requisition to voucher timelines decreased 80%. Collaborated with IT

organization to increase throughput for requisitioning, purchase orders and image retrieval. Identified key Oracle tables in need of archiving

on a scheduled basis and running database statistics on a need basis to target performance degradation.

PeopleSoft SLA’s: Led staff in surpassing objectives 59 consecutive months. Achieved this with my team efficiency methodology. 1)

Identifying next available resource for resolution assignment. 2) Team specific approach directing my staff away from individual support silos

to foster synergy for resolving issues. 3) Consensus-builder as IT representative within business change advisory board.

Audits: Granted twelve water rate increases before the Board of Public Utilities. Leading role in providing auditors with pertinent

documentation to ensure adherence to utility audit guidelines.

IT Reorganization: Managed the customer service and operations area of the business during go-live of Oracle Customer Care & Billing

(CCB). Entrusted with objectives that were accomplished on schedule while reducing operating costs.

Authored CCB business process documentation for the Customer Service segment adhering to GDF/Suez parent and Board of

Public Utility audit requirements.

Created training plans tailored for each staff member according to their skill sets and job responsibilities.

Innovations to help desk tracking expected deliverables and improving communications with segment mangers of delivery dates

for acceptance testing. Trouble ticket count reduced 88% during 2012.

PeopleSoft Manager, Cushman & Wakefield, New York, NY 1999-2008

PeopleSoft Implemented: Effectuated data conversions, integration with PeopleSoft HCM, legacy systems on time and within budget.

Selected by PeopleSoft to present our success story at 1999 Connect conference.

PeopleSoft DB2 to SQL Server Database: DB2 database was no longer supported on the IBM AS400 system. Led technical team to

complete project in one month. Presented project plan at the 2000 Connect Conference.

Implemented PeopleSoft Expenses: Integrated with PeopleSoft HCM. Trends in broker spending clarified and cost containment realized.

Consolidated South American Financial Systems: Selected to manage PeopleSoft multilingual installation of Spanish and Portuguese

languages.

EDUCATION

Bachelor of Arts: Ramapo College, School of Intercultural Studies, Mahwah, NJ

Dale Carnegie Front Line Leadership Certificate: sponsored by United Water, Oradell, NJ

2

Learning Tree International: PMP eligible, SQL Server, HTML/XML.

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