Project Manager Customer Service

David Randle

**** * ******* ******, ***********, IN 47403

812-***-**** abkv54@r.postjobfree.com

Professional Summary

Solutions oriented IT professional with 15 years of experience playing a

crucial role in creating and maintaining the strategic partnership between

business needs and technology in a rapidly changing environment.

Technology Assessment and

Solutions

Enterprise System

Implementation and Support

Project Planning and

Facilitation

User, Team and Vendor

Relations

Training and Coaching

Responsible for developing business requirements and related business rules

based on business group needs.

Worked closely with cross-functional team members and expert users in the

definition, testing, training, implementation, and support of functional

requirements.

Able to elicit requirements from various personalities across

organizational and geographical boundaries.

Experience and Achievements

Raybestos Powertrain - Successfully increased ROI from business information

and improved productivity of business system users.

Business Analyst

Full accountability for providing business system support for over 1,000

internal and remote users throughout the Midwest and Europe. Identified

requirements using industry standard analysis techniques such as data flow

modeling, workflow analysis, and functional decomposition analysis.

Solicited requirements through interviews, group discussions, and/or

existing systems documentation or procedures. Created Process Maps,

Business Requirements, Business Rules, User Stories, User Flows, Acceptance

Tests to manage and coordinate projects.

Participated in meetings with both technology and business partners to

facilitate the understanding, clarification, and implementation of

requirements. Excellent facilitation skills with bringing multiple groups

together to agree on project scope and build consensus.

Contributed Value in areas such as:

. Project manager for implementation of enterprise system including setup

for EDI, parts, pricing, customer records and shipping/invoicing

operations for new plant location. Assembled strategic teams. Conducted

training sessions and created user documentation. Project completed 1-

month ahead of established deadline.

. Contacted Corporate Controller concerning a process to automate the

collection of surcharges applied to sales resulting from rapidly

increasing steel costs. Implemented procedure for applying charges at

the time of shipment using rates tied to steel index pricing. Worked

with IT personnel to develop methods to quickly update surcharges as

steel pricing changed. Handled methods to control exceptions and the

eventual phase-out of the program. Project resulted in recovery of over

$8,000,000.

. Built data sources for business intelligence from ERP system data

residing on AS400 using SQL and other tools. Cut time to produce usable

output by at least 95%. Greatly increased reporting and query

flexibility.

. Identified by senior management to lead the process of creating a new

corporate entity in the enterprise system after the sale of the

company. Managed cross-functional teams through the tracking of complex

processes migrating from the pre-sale entity to the post-sale entity.

Conducted data migration operations for part master records, pricing,

EDI setups, shipping history, customer destinations and carrier

information. Accountable for validation of the migrated data. Project

was completed successfully and on-time.

. Provided solution for quality manager to resolve system problems

related to the accuracy of on-time shipping performance measures.

Interviewed quality, customer service and shipping personnel to

determine root causes. Developed methods to compensate for shortcomings

of existing procedures. Changes helped to sustain 100% on-time delivery

performance for several customers in first year of use.

Work History Summary

Raybestos Powertrain

Business Analyst July 2000 - May 2010

Marketing Analyst June 1996 - July 2000

Freelance Website Design

Web Designer May 1994 - June 1996

General Motors Corporation - Allison Transmission Division

Customer Communications Analyst October 1992 - May 1994

Marketing Specialist May 1989 - October 1992

Proficiencies

Infor CRM AutoRelease, JD Edwards, AS400 tools, SPSS Showcase, ETL,

Middleware, ODBC, Microsoft Office Suite, Data Development, HTML, Website

Design, JavaScript

Education

MBA - Indiana University - Marketing

BS - Indiana University - Personnel

Contact this candidate