Customer Service Project Manager

JOHN CIOFFI

*** * *** ****** *** *** ( AUSTIN, TX 78701 ( PHONE: 802-***-**** (

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

INFORMATION SYSTEMS MANAGER / BUSINESS ANALYST

Experienced technology professional with knowledge of managing and

implementing enterprise systems in a growing environment. Expert in

gathering and database administration, analyzing data, defining business

requirements, project management, and developing technology solutions.

Proven ability to lead company-wide project teams and deliver high level

solutions improving revenues, margins and workplace productivity. Excellent

people and communications skills with a proven understanding of how

business works.

Expertise Highlights

Business Analysis Database Administration

Strategic Technology Planning System Implementations

ERP Systems Project Management

SQL Queries Application Development

Network & Systems Administration Report Writing

Professional Experience

QUESTECH CORPORATION 1999 to Present

Systems Manager/Business Analyst

Valued as "key player" by Senior Management Team with 11 years of

experience managing all aspects of I.T. During that time our company

experienced 900% growth. Reports to Chief Financial Officer.

Key Results:

. Project Manager for successful companywide initiative to support new

business venture with The Home Depot and Lowes. Managed senior members of

operations, sales, marketing and finance. Designed automated web-based

database systems to support processing over 90,000 customers orders per

year. These technologies eliminated the need to hire additional

personnel and ensured customer business compliance.

. Migrated canned-reports, manual spread sheets and Microsoft Access

reports to SQL Reporting Services. This drill down capable technology

allows for "information on demand", saving repetitive and manual report

creation. It also gave users with no report writing experience access

company information via their internet browser. Reports developed for

sales, finance, operations, and research and development.

. Streamlined production reporting system using Visual Basic programming.

Various applications developed allowed for rapid and validated accurate

production reporting saving hours of data entry and increasing inventory

accuracy.

. Developed PLC driven data acquisition system to gather for shop floor

casting department. Real time SQL database reporting and exception

system helped increase casting yields from 80 to 95 percent within three

months. Designed Excel based dashboards for process engineers and

operations group. Implemented visual system to manage production flow

through other operational departments.

. Increased internal and external customer communication. Developed web

portal allowing customers to securely access all aspects of their account

and orders in real time without the need to call customer service.

Programmed electronic emailing invoicing system supporting "Green

Initiative" eliminating stuffing and mailing invoices. Many of the over

2,000 Home Depot stores utilize phone based order lookup system to check

the status of their orders and get shipping tracking data, eliminating

customer service overhead.

. Virtualized servers with VMWare ESX increasing hardware utilization and

lowering long term hardware costs. VMWare View with Blackberry Enterprise

implemented systems provide excellent communication access for remote

users and sales force.

. Secured $28k in federal and state grants in 2008/2009 for I.T. and

manufacturing related training purposes.

. Responsible for $150,000 annual I.T. budget

Education

SOUTHERN NEW HAMPSHIRE UNIVERSITY- MANCHESTER,

NH

Economics & Computer Information Systems, 1997-1998

CASTLETON STATE COLLEGE - CASTLETON, VT

Computer Information Systems, 1999-2000

Technical Education

2400C-Microsoft Exchange, 6231A-Microsoft SQL, 2778-TSQL Scripting, 2793A-

SQL Reporting Services, 2273B-Windows Server 2003, A+ Hardware, A+

Operating Systems, Crystal Reports 1 & 2, 101*-****-****-Visual Basic,

Softbrands Visibar, Softbrands Visiwatch, Lean Manufacturing

Technology Summary

Certification Microsoft Certified Technical Specialist - SQL 2008 (MCTS) May

s: 2010

Microsoft Certified Professional (MCP) - Visual Basic

September 1999

Microsoft Certified Internet Technology Professional (MCITP)

SQL Server 2008 - to be completed summer 2010.

Applications: Fourth Shift ERP, Microsoft SQL 2005 and 2008, SQL Server

Analysis Services, SQL Integration Services, SQL Server

Reporting Services, Microsoft ISA, Microsoft SharePoint, VMware

ESX, Microsoft Exchange, Microsoft Windows Server 2003 and

2008, Norton Ghost, Microsoft Project, Microsoft Visio, Nortel

and Nitsuko phone systems, Macromedia Flash, Microsoft Office

(strong skills in Microsoft Access), Adobe Suite CS3, Control

Technology Server (for PLC Programming), EDI Gentran Server,

Crystal Reports, ADP Payroll, Visual Studio 2008, Symantec

Backup Exec, Microsoft Virtual PC, Blackberry Enterprise,

Microsoft IIS

Languages: VB, VBA, COBOL, SQL, HTML, XML, Cisco, C#, C++

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