Customer Service Manager
Resume:
Edward M. Nestor
Bentonville, Arkansas 72712
*******@***.***
SUMMARY
A results-driven and focused information technology manager with
versatile experience in systems architecture, computer operations, and
project management in academic, corporate, and high-volume retail
environments. Established capabilities in bridging the communication
gap between management and technical personnel. Works as a creative
problem solver to design and implement effective solutions that
optimize productivity.
( Data Migration ( Hardware/Software ( Systems Design
( Disaster Recovery ( Programming ( Applications Development
( Implementations ( Integrations ( Conversions
( Upgrades ( Testing ( Coding
( Contract Negotiation ( Vendor Relations ( Customer Service
TECHNICAL SKILLS
IBM Large Systems OS and storage, Microsoft Windows, Microsoft Office
and many other Windows applications, UNIX, Internet.
EXPERIENCE
WAL-MART STORES, Bentonville, Arkansas
Enterprise Architect - 2007-2010
> Reviewed and negotiated contracts, planned and reviewed projects, and
designed hardware and software systems.
> Mentored new managers and ensured customer satisfaction.
> Negotiated comprehensive maintenance agreement to cover all products
from same vendor, saving company over $1,000,000.
> Served as liaison between managers and information systems (IS)
customers to ensure both parties understood the information
communicated.
> Participated in contracting process to spell out vendors' commitments,
including services to be delivered in addition to number of hours to
be spent consulting onsite.
> Met with each new manager in area to explain company procedures and
review compliance, quickly increasing managers' productivity.
Enterprise Architect - 2005-2007
> Built organization and managed eight highly technical solution
architects. Worked with this group to pull together common set of
development procedures for review, testing, and approval of computer
code to prevent loss of productivity when individuals moved from one
area to another. Met with representatives from each development
group, compared different methodologies for development, and agreed on
one procedure ultimately included in the project management system
called Clarity.
Senior Strategy Architect - 2004-2005
> Coordinated independent installation, configuration, and testing
projects for conversion of computing from one data center to another
using GDPS and Dynamic Hyperswap, enabling company to switch computing
from one multiple terabyte site to another within 30 seconds with no
application interruption.
Senior Strategy Architect - 1998-2004
> Worked to provide easier data access for vendors. Using CICS required
special data circuits to extend 3270 terminal capability. Access
using internet through web browser was needed. Located product called
Opel, in which applications could be written to take data from 3270
screens and put it in web format; however, conversion would require
too much effort. I discovered when Opel encountered an error, it
painted complete 3270 screen and provided 3270 emulation. I wrote
very short application to create error condition, thus providing 3270
emulation over web.
> Implemented Broadvision for development of new .com site and hired
consultants and engineers familiar with product. Shared
responsibility for managing project, including contracts for items,
pictures, and third party services like travel. Delivered site in time
for successful launch.
> Acted as liaison between IS and marketing to develop system to burn on-
demand movies and TV shows to DVDs in the store. Worked to learn
protection methodologies currently in use, develop method to tie
selection and ordering into existing checkout procedures, and arrange
for burning of actual DVD and printing of cover art on DVD label.
Project ultimately scrapped, as electronic download of movies became
successful.
ADDITIONAL EXPERIENCE
Strategy Architect - 1995-1998. Worked with group of three developers to
develop Walmart's first online store. Created customer service portion of
store, including order changes, cancellations, price adjustments, returns,
and shipping issues, coding in VB6 and using Microsoft SQL Database for
storage. Site went live and soon required updates for greater than
expected acceptance and use.
Strategy Manager - 1993-1995. Performed UNIX system design and
programming. Discovered root of storage issue related to test files
created during diagnosis of problem and not deleted when complete. Wrote a
program in C, ran daily, to compare catalog of files on store system with
golden list of files that should be present and automatically identified
and dealt with exceptions. This solution eliminated space issues.
Department Manager - 1991-1993. Accepted position of MVS operating systems
area manager and brought together technical goals of systems programmers,
network engineers and operations team via joint planning meetings and
change reviews.
A C NIELSEN - MEDIA RESEARCH, Dunedin, Florida
Department Manager - 1978-1991. Successfully converted company from IBM's
DOS operating system to MVS. Ordered new products for security and
monitoring and created test environment for conversion and testing of
existing applications. Retrained existing staff on new systems and
recruited appropriate talent. Completed disaster recovery plan in just over
a year, including finding additional people and ensuring correct forms and
materials were available and step by step plan was ready for execution.
PROFESSIONAL DEVELOPMENT
Leading in a Changing Environment, 2008
Influence and Respect, 2007
Leadership vs. Management, 2007
Leadership Series, 2005
Project Management, 2005
Project Teams, 2005
Clarity Project Management Software, 2005
Project Leader, 2005
Dale Carnegie Student and Assistant, 1998
Walton Institute, 1992
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