Customer Service Project
Resume:
michael gross
*** **** **. ( Painted Post, NY ***70 ( *******@****.**.*** ( (607)
Dedicated, hard-working professional with experience in IT, purchasing,
customer service, human resources, training, project management and other
roles from direct support to management.
SUMMARY OF QUALIFICATIONS
. DEMONSTRATED ABILITY TO DEVELOP NEW PROCESSES TO INCREASE EFFICIENCY -
SAVING TIME AND MONEY.
. Experienced at delivering presentations to all levels of organizations.
. Developed and implemented necessary changes to ensure that time
constraints were meet with minimal disruption
. Planning and budgeting process based on current and historical data for
the development of contracts and service level agreements with internal
and external customers
. Thorough knowledge of Windows Operating Systems; Microsoft Office; and
PeopleSoft Financial & HR, ChangePoint, SharePoint, and MS Project.
Staff Presentations SOP Writing and Analysis Vendor Negotiations/
Maintenance
Customer Service Information Resources Process Analysis
Database Systems Six Sigma Yellow belt Objectives Measurement &
Analysis
Research & Reporting SQL Query Development Budget & Expense Management
Education
UNIVERSITY OF PHOENIX
masters of business administration (mba) 09/2008
. GPA: 3.87
. Transformational Leadership; Enterprise Risk; Strategies for Competitive
Advantage and Human Capital Development
Bachelors of science - Management 10/2006
. GPA: 3.92
. Financial Analysis for Managers; Team Dynamics for Managers; Critical
Thinking; and Cultural Diversity.
Certifications
. BUSINESS SYSTEM ANALYST CERTIFICATION (BSAC)
. Project Closure, Acceptance, and Support
. Project Quality Management
. Project Risk Management
. Project Scope Management
. Project Time Management
. Project Integration Management
. Project Human Resource Management
. Project Cost Management
. Project Communication Management
. Project Close-Out Management
. Professional Experience
DITTOS, PAINTED POST, NY 2008-PRESENT
DITTOS is a privately owned business that provides business consultation on
a variety of areas from Information Technology issues and voluntary
benefits for employers to offer to their employees.
OWNER
. Consulted with privately owned businesses on the implementation of
voluntary benefits to allow the business owner to provide additional
benefits and increase the retention of their employees while providing a
tax break for the employer and the employees through pretax benefits.
. Provided troubleshooting service to individuals for IT related issues to
ensure that computer systems are running to the maximum potential and
resolving issues occurring from viruses and malware.
. Research for optimizing sales through the use of information systems to
provide targeting of potential customers based on criteria that has been
established by a business.
computer task group (Contracted to Corning, Inc.), Buffalo, NY 2007-
2008
CTG delivers information technology staffing and solutions and application
management outsourcing to customers ranging from small and midsized
companies to global Fortune 500 corporations.
product analyst
. Provide analysis of the Information Technology Departments projects to
inform the project managers of potential issues with project timelines
and scheduling issues.
. Provide analysis of potential problems with project planning with time
and resource costs.
. Analyze the historical project data to determine areas that have the
potential improvement and further increase the efficiency of the
department.
. Develop and communicate the departments current standings with respect to
the departmental goals and objectives that have been established.
Accomplishments
. Developed a means to examine the effectiveness of the department based on
the goals established within the department, based on fiscal period,
quarter, and annual numbers.
. Developed analysis process that was used to compare the financial
effectiveness of the department through examining the amount of internal
funds transfers occurring through the activities of the project managers.
emhart glass, Elmira, NY 2006-2007
World's leading international supplier of equipment, controls, and parts to
glass container industry.
customer service coordinator
. Maintained the scheduling of the Customer Service Technicians to ensure
that projects were on schedule and that sufficient resources were on hand
to manage the planned projects and emergency support.
. Managed the operational functions of the service technicians globally.
. Maintained 24/7 on-call support to ensure that coverage was met for a
global community.
. Handled the processing of internal billing through sales and affiliate
offices.
. Generated monthly reports to display the activity of the department.
Accomplishments
. Modified existing documents to bill to the customers, decreasing time
spent per form by 20 minutes.
. Developed an HTML help system for use with the Cold End Inspection
systems to replace a paper manual.
computer task group (Contracted to Corning, Inc.), Buffalo, NY 2006-
2006
CTG delivers information technology staffing and solutions and application
management outsourcing to customers ranging from small and midsized
companies to global Fortune 500 corporations.
global accounts payable customer support (2006)
. Resolved configuration issues with the accounts payable system in all
locations across the globe.
CORNING INCORPORATED, Corning, NY 2004-2005
Corning Incorporated is the world leader in specialty glass and ceramics.
business process coordinator (2004-2005)
. Extracted information from the PeopleSoft Database for recruiting efforts
for higher profile positions.
. Developed extensive queries in PeopleSoft HR to focus recruiting efforts
based on specific criteria as a cost saving measure.
. Member of the vendor selection team for the company to process the
background checks for Corning Employees, and for the outsourcing of the
recruiting services.
. Delivered presentations for various levels of management based on the
data that was requested and extracted from the database systems.
. Contact point for internal customers to explain and manage the internal
charges for the recruiting efforts.
. Reconciled the billing from the recruiting vendor for the recruiting
efforts on a monthly basis.
Accomplishments
. Managed and tracked a $2 million budget for recruiting and tracked budget
activity.
. Maintained the budget for two different departments and assisted in the
preparation of the next annual budget through forecasting of expenditures
based on recruiting practices, and projected the efforts that would be
needed based on departmental reporting and historical data.
. Developed and implemented processes for completion of the Service Level
Agreement billing processes for the Recruiting Center of Excellence; and
report information to departments on a monthly level.
. Developed a Six Sigma project that created a Java-based Web page for the
entry of requests to hire, which decreased processing time and reduced
errors in the requests for employees.
. Decreased Departmental spending by 15% to meet the departments goals,
while maintaining all of the services necessary and projected.
CCSD federal credit union, Elmira Heights, NY 2002-2004
Financial cooperative that works with members to assist in achieving
maximum financial strength.
senior accountant (2002-2004)
. Oversaw all technology functions of the credit union from network
development to desktop support.
. Performed general accounting and bookkeeping tasks.
. Managed the purchasing for all of the credit unions computer needs and
vendor negotiation of services for the installation of a new ATM at a
branch office.
. Managed the vendor payments for all of the credit union branches, and
negotiated any changes that were necessary for the proper administration
of work to be done.
. Responsible for the technological aspects of a new ATM installation at a
branch office
. Coordinated the changes that were necessary within the credit union to
facilitate federal and state security changes to the banking system and
make certain that the credit union was in compliance by the necessary
established dates.
. Worked with credit union members to reconcile accounts and aide in the
resolution of issues.
Accomplishments
. Set up and installed a file share and print share server to increase the
effectiveness of communication among upper management within the main
branch of the credit union.
. Selected and managed the installation of a digital monitoring system for
the security of the credit unions ATM.
Adecco Contracting Agency, Corning, N.Y. 2002 - 2002
Corporate Accounts Payable Customer Support, Contractor (2002)
Accomplishments
. Implemented an in-house customer support software package to record and
monitor unpaid invoices, without incurring additional fees for new
software.
. Developed a naming convention for invoices that were not able to be
processed so that information could be imported into an Excel spreadsheet
and processed through a series of macros that dissected the information
into usable, accurate data.
corning incorporated, Corning, NY 1997-2002
Corning Incorporated is the world leader in specialty glass and ceramics.
information technology procurement coordinator (2000-2002)
Accomplishments
. Managed $3 million budget for the IT department.
. Developed a cost-efficient purchasing process to ensure supplies and
materials were available to minimize lost time of users.
. Worked with the technology group to develop methods to incorporate new
technology into the departments.
. Purchased all information technology equipment for the S&T and MT&E
facilities locally and globally
. Developed PeopleSoft queries to manage the departments budget and capital
spend.
. Researched and reported trends and technology changes relevant to
potential changes and issues within the department.
. Decreased department spending by 20% through proper planning and vendor
utilization.
IT SUPPORT - EXECUTIVE LEVEL (1997-2000)
. Provided IT support to all levels of the organization, with a primary
focus on executives for their work and home systems.
. Trained individuals on the usage of new software and the functionality of
the new software and any improvements that had occurred.
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