Manager Customer Service
Resume:
Rosaria Carr, PMP
Fanwood, NJ 07023 ***********@*****.*** Home: 908-***-****
Information Technology Manager
A Strategic Leader with a Results Oriented Focus in Developing and
Managing Projects
Collaborative Senior IT leader specializing in Solution Delivery - with a
passion for results and a diverse, comprehensive background in bridging the
gap between IT Infrastructure, Application Development and Customers to
design, implement and delivery successful projects.
Superior Client Relationship Management skills - establishing trusting
partnership by understanding business strategy to clearly articulating
objectives and expectations to customers while understanding implications
to infrastructure and applications.
. Played key role in changing corporate culture, created and managed an IT
wide provisioning process to support architecture designs, infrastructure
builds and hardware procurement. The process provided project
prioritization, risk and capacity mitigation assisted with establishing
clear responsibilities and provided reporting metrics for senior
management.
. Led IT Organization in developing Project Management Principles,
introduced and standardized project management policies and
disciplines across IT with the creation of project management
procedures, templates, standards and guidelines.
. Successfully Mentor and Managed, several direct reports who have since
been promoted into management roles.
. Strategic Manager, who recognized an opportunity to insource Ecommerce
and strategically implement the CIO's vision to reduce support cost.
Skills & Expertise
? Management / Leadership ? Negotiation / Influencing ? Project / Program
Management
? Client Relationship Management ? Cross Functional Management ? Team
& Relationship Building
? Business Process Improvement ? Strategic Planning ? Risk
Management
? Multitasking / Prioritizing ? Communication ? Detail Orientated
Professional Experience
CIBER Inc., ito division, Edison, NJ 2010 - Present
service delivery manager
Act as Client Relationship Manager responsible for complete service
delivery lifecycle ownership for 3 major CIBER managed service customers.
Internal advocate for gathering customer requirements and provide the
"face" of CIBER while closely working with technology leaders to deliver
solutions.
. Participate in the planning sessions to ensure proper support
processes are established and maintained with respect to customer
responsiveness, prioritization, escalation, change control and
compliance to the customer service level agreement.
. Manage customer Master Services Agreement totally $660,000.00 annual
revenue for each client.
. Single Point of Contact into all technical areas for project
activities and changes to existing infrastructure and applications
environments.
. Foster client relationship management to resolve any technical issues
which arise as part of day to day operations.
. Manage a FDA Regulatory Environment for a current Pharmaceutical
client; trained in Part 11 which provides the ability to manage IQ
Script execution.
rosaria carr Page 2 of 2
Professional Experience, continued
IBM Global services, Basking Ridge, NJ Apr 2010 -May 2010
project Manager - Consulting Assignment (3 Weeks)
Responsible for planning, executing and finalize activities for a data
center migration project according to strict deadlines and within budget.
. Worked with resources and coordinated efforts of team members, third
party contractors and consultants. Defined project objectives according
to business goals and provide status updates to senior management.
Tiffany & Company, Parsippany, NJ 1999-2009
Manager infrastructure management
Responsible for managing enterprise wide projects while evaluating,
designing and implementing solutions for new and enhanced application
architecture with large department and project budgetary responsibilities.
. Lead an application architecture design board. Responsible for
leading a team up to 25 individuals to identify impacts to existing
infrastructure and applications, drive technology initiatives, and
deliver application infrastructure solutions.
. Managed a team of 4 individuals responsible for cross functional
project management. Responsibilities included charter and scope
creation, communications, risk mitigation and managing schedule.
. Managed the RFI process to identify risks, data interoperability
components, infrastructure hardware and present recommendations to
management, for applications ( Hyperion, JDE (E1), Vertex Course Mill,
POS, Sales Logic and TALX) which have since been implemented.
. Led Ecommerce, CRM and PeopleSoft Web Projects resulting in improved
system architecture with streamlined code deployment and introduced a
holistic approach to customer management. This included the creation
of new development environments, designing system architecture and the
management of cross functional teams.
. Managed a team of 6 individuals responsible for integration tools ( MQ
Series, Interwoven, Business Objects ). Responsibilities included
application and infrastructure designs, support, operational readiness
and impact analysis.
Merrill lynch, Somerset, NJ 1998-1999
Infrastructure manager
Responsible for managing and supporting the financial services call center
infrastructure ( server, desktop and network ) environment. Supervise and
managed 6 network analysts.
American home products, Madison, NJ 1996-1998
Network analyst
Responsible for installation, maintenance and performance for all network
servers. Planned, designed and provided technical support for servers,
network and infrastructure. Conducted research and proposed new
technologies.
Education
Union County College, Associate's Computer Science, 1992
Avtech Technical School, Project Management Profession (PMP), 2010
FDA Regulated Part 11 Training, 2010
Industry Certifications & Affiliations
Project Management Institute - Member
St. Bartholomew Church Extraordinary Minster of Holy Communion
Awards
Charles Tiffany Award for Outstanding Customer Service - Tiffany & Co.
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