Customer Service Supply Chain

Michael J. Crystal

**** ******* *** ***** ** Smyrna GA 30080

404-***-**** . ************@*****.***

Experience:

. Troubleshooting * Sales Support * Reporting * Process Improvement

. Experience with, SQL queries, projects, enterprise support, change

management

. Ability to communicate in both technical and business terms

Work History:

The Home Depot, Atlanta GA. March '06 to Feb '10

Business Analyst-Production Support

Support 60 Supply Chain analysts and their management:

. Tier II support for enterprise application, responsible for

troubleshooting and escalation

. Research: vendors, out-of-stock situations, root cause analysis,

data accuracy

. Run subject matter expert team meetings to develop and document

best practices for replenishment team

. Develop and distribute enterprise level metric reports

. Develop and teach; Best practices, Workshop presentations

Develop custom applications from concept to completion:

. Web application (HTML/Java) to enable understanding of

enterprise inventory system

. Custom application (Access) designed to help teach the basics of

databases, tables, fields and queries. Reduced basic issue

resolution time by 50%

. Help develop Home Depot's Intranet Portal

Represent interests of Supply Chain's Inventory Planning &

Replenishment organization:

. Write change requests for change management and process

improvement

. 'Sell' and support new Supply Chain applications to the

replenishment team

. Liaison between IT and business for large and small projects

Sprint Corporation, Atlanta GA. April '94 to

March '06

Sr. Network Analyst, NOS 2 Tech, Customer Service Rep

Sales Support:

. Member of multi-layered teams directly responsible for yearly

generation of over one hundred million in revenues

. Created market analysis reports for direct review by customers'

management teams

. Wrote custom scripts to reveal competitor data previously

unavailable: Data used to develop sales proposals and increase

market share

. Customized mapping software to produce reports twice as fast as

the previous method

Network Design:

. Developed and implemented plans for full network design overhaul

that reduced customer costs by up to 50%

. Produced current, proposed, and optimized network designs.

. Used statistical modeling to fill in information blanks when

data was incomplete

Education: Rutgers College, Rutgers University: Bachelors of Arts in

Statistics & Economics

Oglethorpe University: Masters in Business

Administration GPA 3.67

Programming: VBA, HTML, SQL, DB2, Access, Paradox, MS Office, Mac OS, Visio

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