Customer Service Manager

LARRY D. TANIS

**** ******* *** ** ● Wyoming, Michigan 49519 ● 616-***-**** ● abnidc@r.postjobfree.com

INFORMATION SYSTEMS MANAGER / BUSINESS SYSTEMS ANALYST

QUALIFICATIONS:

Qualified for the following Management and Administrative positions: Business Systems Analyst, ERP Manager and Administrator,

Manager of Information Systems, Network Administrator, EDI Administrator, SQL Query/Report Analyst, Change Manager, Project

Manager, Help Desk Manager and Administrator, Production Control Manager, Inventory Control Manager, Customer Service

Manager, Shipping Manager, Master Scheduler, Production Scheduler, Quality Administrator.

Able to understand an organization’s structure, relationships and current and future business processes and requirements, and relate

them to the virtual system of software, procedures, transactions, tables, fields, data, data relationships and reports. Have an extensive

understanding of EDI, Customer Requirements and Schedules, Barcode Labels, Shipping, Supplier Schedules, Receiving, MRP,

Product Structures, Routings, Lot Control, WIP and Stock Costing and Transactions.

EDUCATION:

Bachelor of Business Administration, Computer Information Systems

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Davenport University, Grand Rapids, MI

Graduated 1998 - “With Highest Honors” GPA: 4.0

Bachelor of Arts, Fine Art

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Calvin College, Grand Rapids, MI

Graduated 1972

EXPERIENCE:

BUSINESS SYSTEMS ANALYST

Pridgeon & Clay, Inc, Grand Rapids, MI

February 2007 - December 2008 (economic layoff)

ERP SYSTEM ADMINISTRATION & ANALYSIS: Have extensive experience in the implementation, administration

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and use of Enterprise Resource Planning (ERP) software. Responsible for the planning, administration, security,

troubleshooting, upgrading, enhancing, testing, deployment, use and user training of the QAD Mfg/Pro 8.6E, QAD eB and

QAD Enterprise Applications 2007.1 SP6 (eB2.1 SP6) ERP software system, including an overseas system. Involved in the

upgrade from QAD Mfg/Pro 8.6E to QAD Enterprise Applications 2007.1 SP6, in a highly customized environment,

particularly in the areas of program testing, functionality, integration, problem resolution and user support and training. Set up

and maintained QAD and EAM (Enterprise Asset Management) user accounts and security. Served as QAD, EAM and

Production Scheduling System Helpdesk, including the troubleshooting and resolution of all QAD system issues, including

Customer Schedules, Supplier Schedules, Production Scheduling, Operation and Inventory Transactions, Invoicing/Accounts

Receivable, Accounts Payable, Physical Inventory, Lot Control, Printing, User Access and License Compliance. Researched

and implemented new/improved uses of QAD Enterprise Applications. Provided the logic, wrote specifications, tested,

troubleshot and deployed new and changed Progress programs, using Araxis Merge for program file comparison and

Subversion and Tortoise SVN for source and executable code version control, storage and deployment. Initiated QAD

incidents as necessary, worked directly and extensively with QAD Support Technicians for problem resolution and controlled,

tested and deployed QAD patches. Have extensive knowledge of QAD screens, reports and the Progress tables that underlie

them. Constructed and ran Progress SQL queries as part of documentation and root cause problem identification.

BARCODE LABEL RF SYSTEM: Responsible for the planning, administration, security, troubleshooting, upgrading,

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enhancing, testing, deployment, use and user training of the Eagle RF Barcode Label System. Responsible for maintaining all

customer barcode shipping label specifications and constructing and deploying labels that comply with those requirements.

Addressed all issues arising from the upgrade of QAD and its interface with the Eagle barcode label system. Served as RF

System Helpdesk, including the troubleshooting and resolution of all issues. Initiated Eagle incidents as necessary, worked

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directly and extensively with Eagle Support Technicians for problem resolution and controlled, tested and deployed Eagle

patches. Created barcode and other labels using Bartender label creation software.

TWIKI: Involved in the introduction of the TWiki Open Source corporate Wiki platform, including the adoption of settings,

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the use of plug-ins, the organization of webs and the construction of TWiki Topics and searches with the TWiki Markup

Language for collaboration, documentation, knowledgebase and functional area and company information storage and

communication. Extensively used TWiki Topics for the documentation of QAD, EAM and RF Projects and Incidents. Began

work on a TWiki system of the documentation of Business Processes composed of Functional Areas, Positions,

Responsibilities and Instructions.

MANAGER OF INFORMATION SYSTEMS

Trident Lighting LLC, Kentwood, MI

June 1999 - July 2006 (company closed)

NETWORK ADMINISTRATION: Responsible for the planning, purchase, configuration, installation, administration,

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security, troubleshooting, organization and user training for NT 4.0 Computer Network, including: plant-wide network

CAT5E and Fiber Optic cabling; IBM Netfinity servers; IBM 8275-325 network switches, personal computers and laptops

running Windows 98, Windows 2000 and Windows XP Professional; printers, plotters and copiers and network time clocks.

Have a working knowledge of DOS, Windows 3.1, and Windows 95, Windows 98, Windows NT 4.0 Server, Windows 2000,

Windows XP and Windows Vista. Have not worked directly with Windows 2003 Server, but understand the concept of

Active Directory. Understand basic TCP/IP and have assigned IP Addresses and set up network PCs, printers and cabling.

Able to troubleshoot and correct network issues, including cabling and switches. Have done extensive PC setup,

troubleshooting, repair and overhaul.

PHONE SYSTEM ADMINISTRATION: Responsible for the planning, purchase, installation, administration, security,

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troubleshooting, organization and user training of Nortel Meridian 1 Option 11 PBX telephone system, including: plant-wide

CAT5E cabling; analogue and digital phones; MAT, CallPilot voicemail and some X11 system administration. Responsible

for all cell phones.

ERP SYSTEM / DATABASE ADMINISTRATION: Have extensive experience in implementing and operating Enterprise

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Resource Planning (ERP) software. Responsible for the planning, purchase, configuration, installation, administration,

security, troubleshooting, upgrading, use and user training of the QAD Mfg/Pro ERP software system and Progress Database.

Backed up the QAD/Progress multiple-extent database, facilitated the maintenance and upgrading of the system, set up and

maintained QAD security, troubleshot all QAD and database server issues, procured and facilitated all upgrades of the

QAD/Progress software and database, maintained the QAD Maintenance Agreement, researched and implemented

new/improved uses of QAD Mfg/Pro and facilitated and conducted all use training. Contracted consultants as necessary.

Have also worked with Trans4M and a homegrown ERP system. Have been involved with the implementation of multiple

commercial ERP packages, and led the procurement, installation and implementation of QAD.

EMAIL SYSTEM ADMINISTRATION: Responsible for the planning, purchase, installation, administration, security,

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troubleshooting, upgrading, organization and user training of the Lotus Domino/Notes email system.

EDI ADMINISTRATION: Responsible for the purchase and installation of the Trinary EDI Windows and Inovis OnRamp

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EDI software, including all training. Directed and participated in the installation and setup of the QAD EDI E-Commerce

module. Responsible for the successful receipt and delivery of all incoming and outgoing EDI and the successful translation

and loading of all incoming EDI to the ERP system. Sole contact and troubleshooter for all EDI issues. Maintained all EDI

records and settings. Contracted consultants as necessary.

SQL QUERIES / REPORTS: Understand relational database principles (e.g. Normalization, Determination, Primary &

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Foreign Keys, Tables, Field Properties). Have worked extensively in Microsoft Access, creating complex queries,

spreadsheets and reports via an ODBC connection to a Progress database. Practical experience in Access Basic (Visual Basic

For Applications) and SQL.

BARCODE LABEL SYSTEM ADMINISTRATION: Responsible for the planning, purchase, configuration, installation,

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administration, security, troubleshooting, upgrading, use and user training of the Freedom ERP Bridge barcode label system.

Created all labels via Loftware label software. Set up and maintained all Intermec label printers. Kept up-to-date with

Customer label requirements and updated labels as necessary to remain in compliance.

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CUSTOMER WEBSITE ADMINISTRATION: Security administrator for all customer websites, including Covisint and

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IMDS. Maintained working connections for Ford and Visteon DDL and Chrysler 3270 (SMART). Maintained Trident

Lighting profile and contact information on customer websites. AIAG voting representative. Ordered and distributed all

applicable AIAG publications.

PRODUCTION CONTROL: Understand ERP, MRP, JIT, Kanban, customer orders, purchasing, receiving, supply-chain,

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planning, production scheduling, repetitive manufacturing, shipping, barcode labels, inventory accuracy, transaction control,

cost control. Determined Production Control uses of the ERP System, and facilitated the training of, or directly trained, all

Production Control personnel in its use. Determined the method and scheduling of running Material Requirements Planning

(MRP). Determined the proper planning parameters and settings. Set up all Work centers in the ERP System. Created reports

for Production Control (Microsoft Access query reports based on ODBC access of the ERP System database), including:

Master Production Schedule Report (MPS), which shows a Projected Stock Balance for every shippable item, for each of the

next 12 weeks, based on the Current Stock Balance, Independent Demand and MRP-created Orders; Material Requirements

Planning Report (MRP), which shows a Projected Stock Balance for every manufactured component, for each of the next 12

weeks, based on the Current Stock Balance, MRP Dependent Demand and MRP-created Orders; Production Schedule Report,

which shows, by Work center, based on MRP-created Orders, all shippable and component items that must be manufactured,

in the current and following weeks. Created all Production Control-requested queries of ERP System database. Able to

effectively troubleshoot the ERP system and implement corrective action to ensure 100% on-time shipments.

INVENTORY CONTROL: Determined Inventory Control uses of the ERP System and facilitated the training of, or

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directly trained, all Inventory Control personnel in its use. Set up all inventory Stock Locations in the ERP System.

Determined and provided procedures for accurate ERP System inventory movement transactions. Wrote a query to annually

determine obsolete and excess inventory. Wrote queries on transaction history for various purposes. Troubleshot all

computer-related Inventory Control issues. Auditor for all Physical Inventories. Created, implemented and maintained a

barcoded Production Identification Label, which both identified the product to which it was attached and served as the

inventory movement transaction source document. Able to effectively troubleshoot the ERP system transactions and

implement corrective action to ensure accurate inventory and costs.

PURCHASING: Determined Purchasing uses of the ERP System and facilitated the training of, or directly trained, all

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Purchasing personnel in its use. Involved in the determination of and proceduralization of all ERP Purchasing transactions.

Involved in the determination and set up of the Supplier Schedules and the planning parameters and settings for all purchased

items. Determined the method and scheduling of all purchased schedule processing. Created a Supplier Schedule Report,

based on a Microsoft Access query of the ERP database, which showed the purchased planning settings and a projected stock

balance for every purchased component, for each of the next 12 weeks, in both Usage, and Purchased, Unit Of Measure,

based on the Current Stock Balance, MRP Dependent Demand and the MRP-updated Purchase Schedule.

CUSTOMER SERVICE / SHIPPING: Determined Customer Service and Shipping uses of the ERP System, and facilitated

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the training of, or directly trained, all Customer Service personnel in its use. Created and ran a monthly shipping Forecast

Query Spreadsheet that showed projected shipments over the next 13 weeks. Created and ran an as-requested Shipment

History Report. Troubleshot all computer-related shipping issues, including order entry, incoming EDI and outgoing ASNs.

Set up Customer Service personnel and computers with customer-mandated applications and websites. Created and

troubleshot all shipping labels.

WEBMASTER: Contracted the initial definition and building of the company website and then personally maintained it

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once it was in place. Created, registered and maintained the company domain name. Maintained Internet and FTP security.

MANUFACTURING: Determined Manufacturing uses of the ERP System and facilitated the training of, or directly trained,

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all Manufacturing personnel in its use. Created a Descending Value Scrap Query Spreadsheet, which extracted all scrap

transactions for a specified period (usually a week or a month) from the ERP System and presented them in a Microsoft Excel

spreadsheet, in descending cost value, to highlight the greatest scrap problem parts.

ACCOUNTING: Aided Accounting is determining the best practices for using the ERP financial modules and in

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troubleshooting cost issues. Provided queries, as needed, from the ERP database. Created, maintained and ran a Production

Cost Report, which showed production cost for a time period, by work center and for the entire company.

ENGINEERING: Determined Engineering uses of the ERP System and facilitated the training of, or directly trained, all

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Engineering personnel in its use. Loaded all Item Master, Product Structure and Product Routing data to the ERP database,

and rolled Current and Standard Costs in response to issued Engineering Change Orders.

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ENVIRONMENTAL: Involved in ISO14001 certification preparation. AIAG-trained ISO14001 auditor.

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HUMAN RESOURCES: Administrated payroll and time clock software and hardware.

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SOFTWARE: Extensive experience and knowledge in QAD Mfg/Pro, Microsoft Word, Microsoft Excel, Microsoft Access,

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Lotus 1-2-3, Lotus Notes/Domino Email, Trinary EDI Windows, Freedom ERPBridge, Loftware label-making software and

McAfee Anti-Virus. Proficiency in Adobe Acrobat, Adobe Photoshop, Adobe Audition, FrontPage, PowerPoint and Project.

MANAGEMENT / LEADERSHIP / TRAINING / PRESENTATION: Experienced in all aspects of managing employees

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and have managed up to 13 employees. Able to visualize the organization and environment in which the company operates,

recognize problems and envision solutions and improvements, with objectivity and optimism. Able to innovate and implement

action to attain objectives. Have lead training and team-building sessions at all levels of the organization. Comfortable with,

and have experience in, presenting to large groups, including top management. Able to create illustrated instructions and to

present and train for understanding. Lead biweekly Christian worship services of 60 to 100 men at the E. C. Brooks and West

Shoreline Correctional Facilities in Muskegon, Michigan. President of the Earnest C. Brooks Chapel Fund, Inc., which is

charged with the raising funds and building an all-faiths chapel on the prison yard of the E. C. Brooks Correctional Facility in

Muskegon. Have written and submitted grants to charitable foundations.

MANAGER OF BUSINESS SYSTEMS ADMINISTRATION

FKI Automotive Lighting Division, Kentwood, MI

May 1994 - June 1999 (company sold to become Trident Lighting LLC)

BUSINESS SYSTEMS / DATABASE / PROGRAMMING: Using Microsoft Access and Access Basic (Visual Basic For

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Applications): Created a computerized system to control the relationships and hierarchy of the company Mission Statement,

Policies, Objectives, Procedures, Responsibilities, Instructions, References and Forms; and Created a computerized

Corrective Action System. Understand Object Programming.

PROCEDURE WRITING: Wrote all company Procedures.

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QUALITY SYSTEMS: QS9000 Management Representative. QS9000 Lead Auditor. Initiated and implemented QS9000

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registration. Set up network security to ensure electronic document control. Assisted in defining the Quality System.

INFORMATION SYSTEMS / ERP: Served on a steering committee to change ERP systems, and, upon the combining and

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sale of the Lighting and Service Divisions, facilitated office moves, facilitated the separation and allocation of company data

and phone numbers, and planned the purchase, installation and configuration of an entirely new Computer Network, ERP

System, Software, EDI System, Email System and Label System.

SYSTEMS ANALYST

Keeler Brass Company, Grand Rapids, MI

1980s

SYSTEMS ANALYSIS: As the liaison between Material Control, Production Control, Inventory Control, Manufacturing

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and the Information Systems programmers, provided the logic for, and implemented, systems for MRP, Production, Shop

Floor Scheduling and Reporting, and Inventory Control.

PRODUCTION SCHEDULER/EXPEDITER

Keeler Brass Company, Grand Rapids, MI

1970s

PRODUCTION SCHEDULING: Responsible for the departmental scheduling and 100% on-time delivery of the entire

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Keeler Brass Company external automotive mirror product line, including die cast, polishing, painting, purchasing,

subcontract, assembly and shipping. Did manually calculated MRP prior to the availability of software packages.

PRODUCTION EXPEDITING: Responsible for the expedited production and shipment of all Keeler Brass behind-

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schedule automotive product, including GM, Ford, Chrysler and American Motors. Included the emergency scheduling of

purchased and manufactured parts and production, the scheduling of truck and air shipment, direct communication with

customer representatives and status reporting to Keeler Brass top management.

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