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Customer Service Manager

Location:
Las Vegas, NV, 89144
Posted:
September 23, 2010

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Resume:

Luis C. Diaz

***** **** ***** *****

Las Vegas, NV 89144

Phone: 702-***-****

Email: abkr0q@r.postjobfree.com

PROFESSIONAL SUMMARY

Over twelve years experience managing all aspects of the HRIS Discipline.

Extensive Human Resources functional expertise and HR data Architecture for

ERP integration. Successfully managed the integration of Oracle E-Business

systems in different organizations, optimized HR processes to ensure legal

compliance and maximum effectiveness through application of best practices.

Responsible for managing a staff of up to twenty-two employees/consultants

and as much as a twenty eight million dollar budget, successfully improving

the delivery of HR services through automation.

Professional Experience:

Business Systems Architect [IT] (3/2004 to 7/2010) - - Initially

responsible for managing the HRIS & Customer Service Department at a Las

Vegas Municipality of 1,300 employees, I implemented a number of data

auditing solutions, that improved the quality of the data and transaction

time. In IT, Provided functional leadership for the Oracle upgrade of HRMS

and Payroll (from 11.5.2 to 11.5.10) and the implementation of 12 new

modules, personally implemented iRecruitment, Self-Service, HR Business

Intelligence, iProcurement. To accomplish these implementation, I

gathered/negotiated business requirements, wrote Fast Formulas, used Toad

to write basic SQL queries also used Discoverer and Cognos, Visio, UPK, and

MS Project. Also analyzed: database structures, data entry errors, data

mapping, researched/modified Flexfields. After a successful project

completion, Was in charge of all aspects of the Oracle Application

Development Team, including; support of HR/Payroll and Finance, scheduling

updates, troubleshooting, maintenance, vendor handling/negotiating,

customer - problem definition, project planning, budget preparation.

Manager, HRIS (9/1999 to 3/2004) - Responsible for the HRIS Department at a

Health Care Company with 3,700 employees. I led the HR Functional team

through two upgrades, Oracle HRMS 10.7 HRMS to 11.52, and then a year later

the upgrade to 11.58 HRMS, both projects were completed on time and on

budget. The project encompassed a complete ERP solution, so beyond leading

the HRMS and Benefits upgrade I had to interface and coordinate with

payroll and finance to ensure seamless integration. Ensured the

Implementation of best practices and new functionality, which improved the

HR customer service performance (Personnel Actions processing improved from

ten days to one day average processing time). By tailoring Self-service

tools to the organization and creating an HR Intranet presence, the tools

became more user-friendly which helped overcome some of the cultural

resistance to automation. Facilitated training for all users of the Oracle

HRMS application and managed the maintenance, updating, and troubleshooting

of the application. Ensured the integrity of the data through auditing

programs, and leveraged the information to support the organization.

Manager, State of Florida Consulting, DMG & Associates (1996 to 1999) I

was responsible for the analysis, design, installation and user support of

the compensation plan and software system for client organizations

throughout the state of Florida. I developed an 'expert system' that

interfaced with the company's job evaluation software, this expedited (60%

faster) the job for the consultants and provide the quality control tools

that enabled the practice to grow from $500,000 to over $1.5 Million per

year, with the same staff.

Education:

Bachelor in Computer Science - Information Systems.

Barry University - North Miami, Florida

Bachelor in Business Administration - Business Management, Minor in

Philosophy.

Barry University - North Miami, Florida

Technical Skills:

Software: Oracle E-Business Suite - HRMS, Payroll, iRecruitment,

Self Service, Discoverer, Cognos.

Microsoft Office - Word, Excel, Access, PowerPoint

Other: Project Management - Skills for Success -

Learning Tree International

Fluent in Spanish, USAF Veteran.



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