Customer Service Project Manager

Gordon Roehrer

201-***-**** ** Pine Street Montvale, NJ 07645

********@*********.***

_______________________________________________________

Summary

Broad spectrum of IT achievements ( Expert custom solutions and

integrations

Superior requirements analysis, solution discovery and design talents

Effective communicator and user liaison ( Persuasive leader and negotiator

ITIL certified ( Remedy ARS Professional

Expertise in all facets of project life-cycle development from initial

feasibility analysis and conceptual

design through implementation, quality review, and enhancement. Skilled at

envisioning and implementing

effective strategies that optimize operations while significantly reducing

costs.

Remedy ARS 7 Abydos Analyzer UNIX Oracle ITSM

Microsoft Office Suite 2003-2007 Microsoft Visio Microsoft Project

SharePoint Outlook

_______________________________________________________

Career Highlights:

Championed, designed and implemented enterprise-wide web-based solutions

for projects supporting:

Customer Service, Change Control, Technology Purchasing, Wireless Device

Inventory, eLearning, Network Management, Facilities Management, and

Project Management.

Designed and developed integrations with Serena Teamtrack, HR systems and

external vendor systems which automated and alleviated risks of time-

consuming, error-prone manual operations.

Developed strategies for providing offshore operations with governed access

to sensitive data which enabled major cost-saving initiatives.

Led effort to ascertain the feasibility of and customization effort needed

for migrating legacy solutions to BMC ITSM. Performed extensive analysis

of legacy applications and processes; interviewed and negotiated with users

of targeted systems for a successful transition to an ITSM solution.

_______________________________________________________

Professional Experience

KPMG, LLP - Montvale, NJ 2000 - 2009

Manager - Application Development

Headed up application development team utilizing BMC / Remedy product tools

to build custom solutions to address business challenges and integrate

various business functions which increased productivity and reduced costs

for our customers.

Worked intimately with customers to ascertain challenges and achieve

consensus on proper solutions thereby ensuring customer satisfaction with

and the long-term cost benefits and viability of our products. Our success

record made us the preferred solution provider among our customers.

Established department standards for requirements, documentation, and user

review that improved project completion times while facilitating

maintenance and future development as well as improving overall customer

satisfaction.

Spearheaded Quality Assurance test planning and execution for new

applications and following periodic upgrades.

Implemented Change Control procedures that effectively identified and

reduced risk without impacting the flexibility and productivity of

development efforts.

Medco Health Solutions - Franklin Lakes, NJ 1993 - 2000

Project Manager - Remedy Development

Instrumental in introducing Remedy as the custom solution for the technical

support and mail-order pharmacy call centers which dramatically improved

customer service and incident management.

Solely responsible for all aspects customer requirements, application

design, development and implementation creating solutions for helpdesks,

data center operations and executive reporting.

______________________________________________________

Education:

Rutgers University - Newark, NJ

Plaza School of Technology - Paramus, NJ

Contact this candidate