Project Manager Customer Service

DALTON OLIVEIRA

*** ******* ***** **** **., Sanford, NC 27332 - 910-***-****-

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

http://www.linkedin.com/pub/dalton-oliveira/19/35a/339

Top Secret Clearance - Inactive

Experienced, multi-language Project Manager with extensive IT, business,

logistics, and vendor management knowledge working at Fortune 500 Company

and Federal government with advanced technical and managerial skills to

improve operations, enhance efficiency, effectiveness and productivity.

International experience and knowledge of various business cultures

provided a unique foundation for managerial success. Dual citizenship -

American and Brazilian

EXPERIENCE and EMPLOYMENT HISTORY

PROJECT MANAGER Customer Advocacy, Service Supply Chain, Order Management

08/00-08/11

Cisco Systems, Inc., Research Triangle Park, NC

Supply Chain Business lead-led the management of up-time of a global order

processing, order management and inventory control application (SVO).

Captured failures information, troubleshot and tested fixes with users,

hardware, network and Oracle database technicians. Designed, tested and

submitted application changes; assisted IT with developing appropriate

fixes. Submitted and analyzed case history

. Provided daily support to approximately 10,000 SVO Cisco internal and

customer users, 30,000 orders delivered monthly world-wide. Supported

all order types ensuring a rate of over 95% on-time delivery

supporting Cisco Services Smartnet contracts

. Managed a SVO failure reduction Project: Managed a 2 year project to

decrease SVO failures. Ran monthly reports to capture cases,

categorize, quantify, qualify, analyze and prioritize failures fixes.

Closely collaborated with IT to develop, test and implement fixes,

reducing failures by 75%. Provided feedback to technicians and provide

status feedback to global user community

. Led North America Asset Recovery vendor extranet implementation

project, increasing connection speed and efficiency while adding

redundancy to over 20,000 monthly transactions

. SVO auto-dispatch failure project; saved Cisco Logistics Operations

thousands of dollars yearly by closely monitoring auto-dispatch

failures and capturing detailed failure data. Collaborated with IT to

develop and implement a fix, completely eliminated auto-dispatch

failures

. Led a software development project to improve user productivity during

system down operations. Developed a web-based backup process to ensure

global business continuity during and outage periods. Coordinated

with global users to implement user instructions

. Participated on SVO 2.0 development project as a testing lead and

business expert. Wrote scripts, tested new code and bug fixes using HP

Quality Center. Assisted in production implementation and answered

new user's feedback. Reduced order processing time by 50%. Designed

application improvements--new contract address search-eliminated a 30%

failure rate

. Travelled to Japan to assist on a $40 Million contract project to

implement 42 rapid response depots and Logistics Help Desk. Oversaw

Japanese agents training-adapting local procedures. Ensured

integration with global logistics teams. Assisted in the B2B

implementation

. Led a Premium order coordination project; designed Premium processing

automated coordination enhancements. Ensured proper coordination of

2/4 hours and next business day orders-ensuring Service delivery

performance for all Premium orders service levels were above 94%

. Led Logistics on RMA data archiving project. Project will archive

approximately 10 years of data which will speed transaction times for

all SVO tools. Designed and captured base line performance test data-

implementation will result in higher customer satisfaction by

increasing system performance while maintaining data availability for

all internal and external customers

. Led a project to correct a P1 severity, SVO tools intermittent slow

performance. Captured detailed failure data and assisted IT to

monitor user sessions from the user node across the internet to

application server and back. Led to issue identification and fix

implementation ensuring queries average performance increased from

over 2 minutes to under 3 seconds

. Efficiently maintained B2B communications-collaborated in the design

of a user level troubleshooting and escalation process--assisted in

maintaining system up-time at over 99.25%

DALTON OLIVEIRA - 910-***-****- ********@*******.***

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United States Air Force Reserves, 716th Communications Flight, SJAFB

08/99 - 01/07

COMMUNICATIONS-COMPUTER SYSTEMS OPERATIONS CRAFTSMAN

NON-COMMISSIONED OFFICER-IN-CHARGE. Assisted in managing base network and

trained a deployable network team. Managed technicians responsible to

support base computer users

. Supported a 4500 users network-maintaining a high level of network and

desktop availability

. Deployed to Eielson Air Force Base to implement Windows XP base wide-

minimal user impact

. Trained system administrators on computer hardware, network and

software. Ensured local base system availability and ability to

deploy at a moment's notice. Unit members successfully deployed to

several locations world-wide

ACS-Government Solutions Group

4th LOGISTICS GROUP-SYSTEMS ADMINISTRATOR/LAN MANAGER 08/99 - 08/00

Supervised technicians and was responsible for the administration of

Primary and Backup Windows Domain Controllers, file servers, application

servers, print servers, and approximately 800 workstations. Oversaw the

cable installation, network configuration, and troubleshooting, resolved

user hardware and software issues while enforcing physical and network

security

. Provided outstanding customer service while expertly administering

network with 100% system availability for all military and civilian

personnel

. Participated in the implementation of a wireless inventory control

system, greatly increasing inventory accuracy and efficiency

. Maintained security policy, providing interpretation and compliance to

Air Force network regulations and guidelines-no security incidents

. Coordinated installation of network application projects with local

users and higher headquarters

United States Air Force, 43d Logistics Support Squadron, Pope AFB

08/96 -

08/99

NON-COMMISSIONED OFFICER-IN-CHARGE, SYSTEM ADMINISTRATOR

Supervised military personnel and was responsible for managing unit's

administration and personnel functions. Managed a $60k/year supply account

and over $250K in computer equipment and assisted in the administration of

a 3500 computer base network. Was responsible for NT server administration,

customer support; equipment procurement; cable, network hardware and

software installation; network, workstations, and server troubleshooting

and maintenance.

. Made squadron more productive and efficient by implementing squadron's

first Ethernet network

Education

Bachelor's, Business Administration/Computer Information Systems

Saint Leo University, Saint Leo, FL

Technical Education

07/20/2005 Associate's Certificate in Project Management

Several courses in Project Management, DMAIC process, network, computer

hardware and software

Organizations/Affiliations

Member of Project Manager Institute (PMI)

Other Information

Fluent in Portuguese; Red Cross Volunteer--with certifications; Fitness

oriented - jogging; weight lifting

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