Project Manager Customer Service
Resume:
Shawn R. Miller
***** ** **** ****** 360-***-****
Vancouver, Washington 98664 ********@*****.***
CONTRIBUTIONS SUMMARY
. Fostering supplier and manufacturing relationships
. TRACKING PURCHASES
. CREATION OF PURCHASE ORDERS
. MANAGING INVENTORIES THAT CONSISTENTLY MEET KEY PERFORMANCE TARGETS
. ACCOMPLISHED AT ESTABLISHING AND CULTIVATING LONG-TERM INTERNAL AND
EXTERNAL ALLIANCES TO SUPPORT SUCCESSFUL PROCUREMENT GOALS
. SUCCESSFULLY MANAGED $500 THOUSAND DOLLAR COST SAVINGS STRATEGY
PROFESSIONAL HISTORY
RS MEDICAL SEPTEMBER 2005 - SEPTEMBER 2010
Operations Lead
. Excellent vendor management skills used for a purchase of annual IT
budget of $2,000,000.
o Negotiated purchase of 210 laptops
o Negotiated special pricing contracts with Brother and Lenovo.
. Project manager for new service desk software RFP with successful rollout
of GFI's c.Support.
. Project manager for Copier RFP with successful rollout of 12 copiers and
50 printer maintenance contract resulting in a savings of $50,000 per
year for 5 years.
. Identified and implemented outsourcing of printing statements and letters
resulting in a cost savings of $300,000
. Managed four full time service desk employees and one full time night
operater.
Banfield the Pet Hospital May 2003 - September 2005
Operations Lead
. Developed run documentation format and documentation
. Developed change management procedure and process based on ITIL. Acted
as the change manager.
. Implemented Incident management process.
. Implemented procedure to ensure smooth openings for over 150 new
hospitals.
. Project manager for new scheduling software RFP with successful rollout
of Tivoli Workload Scheduler.
. Project manager for new monitoring tool and successful rollout of
ProactiveNet.
. Managed two operations employees.
. Designed new Network Operations Center for new corporate headquarters.
. Attended ITIL change management workshop.
. Contact for Engineering, Data Warehouse, Data Savent, Marketing, QA and
Education team members.
Egghead.com March 1999 - February 2001
Operations Supervisor
. Managed a staff of six Site Operations engineers.
. Responsible for the training of site operators so they could provided
daily maintenance of all production systems (Web Servers, Oracle
databases)
. Responsible for the training of site operators so they could perform
production system backups using Seagate Backup exec.
. Responsible for a 24x7 e-commerce site for one of the leading online
auction and superstore sites.
. Streamlined department by developing tools to help day-to-day
operations.
. Developed Run documentation and procedures for all hardware systems
and software programs handled by Site Operations.
. Troubleshot, and provided solution implementation and escalation of
hardware and software problems related to the site.
. Started and led a daily operations meeting with the engineering and
creative services departments, to discuss issues that occurred within
the last 24 hours and come up with solutions to the problem.
. Operated and managed site under Microsoft NT environment.
. Liaison of contact for site issues with Creative Services, Customer
Support, Engineering, Marketing, Merchandising, MIS, Operations, QA
and Technical Publications team members.
Seafirst Bank Card Services July 1998- March 1999
Customer Service Representative
. Accomplished multiple tasks in high phone volume environment.
. Trained new employees on computer systems and procedures with the
department.
. Provided solutions to any problems that may have arisen from our
merchants.
. Instructed merchants in the effective use of their credit card
terminals
. Programmed credit card terminals with latest programs.
. Developed online forms to help mainstream any escalated
troubleshooting problems along with other areas of our intranet using
HTML
Education:
University of Kansas Lawrence, KS Bachelor of Arts
Community Service:
NWDSA Annual Golf Tournament 2010 Volunteer
Amigos de las Americas 2002-2005 Board Member
Contact this candidate