Customer Service Management

Walter A. Francis CISSP

*** *** ******, **. *********, MA 02748

Home: 508-***-**** ● Cell: 508-***-****

E-mail: *******@***.***

___________________________________________________________________________________________________________

PROFILE: A Senior Information Technology (IT) professional with managerial expertise in the international manufacturing industry.

CORE COMPETENCIES:

• • •

Information Systems Metrics Management Budget Planning and

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Strategic Planning Management

Vendor Management and

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International SAP ERP Negotiations Decision Support/Data

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Implementation Warehouse Systems

IT Analysis and Design

• •

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Project Management SAP Security

New Technology

• •

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Project Life Cycle New Technology

IT Analysis and Design

•

•

Methodology DOD: Past Top Secret

Sarbanes-Oxley Security

• •

Personnel and Career Security Clearance

Executive Information

Management /Scorecards Systems

• Total Quality Management

PROFESSIONAL EXPERIENCE

F-BIT Consulting, (2009 to Present)

(Business and Information Technology Consulting)

Advanced Eye Center, Dartmouth, MA

(An Eye Care Medical Practice with four locations.)

Business and Information Technology Consulting

• Developed a contact database application to track potential LASIK patients.

• Implemented Bar Coding Scanners in the Optical Shop.

Analog Devices Inc. (ADI) (1980-2009)

(A $2.5 billion electronic component manufacturing company specializing in real world signal conditioning.)

Information Security Officer (1997-2009)

• Integrated Information Security Certification process as a standard for all IT projects, building security into the design phase

and reducing overall risk to applications.

• Created and maintained Information Security Policies making the protection of company information assets part of every

employee’s job.

• Implemented SAP Netweaver security – including Enterprise Employee Portal, Business Information (BI), and Human

Resource Management (HCM) which enabled employees to maintain their personal data.

• Redesigned and implemented new internet security architecture, increasing protection of company’s web servers and

network.

• Implemented internet and email filtering software which reduced non-business related activity while increasing security and

reducing SPAM rejected from 60% to 95%.

• Created a computer incident response process effectively addressing information security threats.

• Rolled-out information security awareness program orienting all employees on policies and procedures.

• Developed processes to manage Virtual Private Network (VPN) for employees and external partners.

• Continuously managed vulnerability assessments on all changes made to the company’s web-site.

• Managed Y2K compliancy mainframe upgrade project and renegotiated vendor license agreements saving the company

$240,000.

• Worked with internal and external auditors addressing security issues discovered as part of annual audits.

W A L T E R A . F R A N C I S, CI S S P Page

2

Application Group Manager (1984-1997)

Managed applications development groups including Sales, Marketing and Management Support Systems.

• Replaced all individual country specific order management and distribution systems with a centralized R/3 Enterprise

Resource Management (ERP) system.

• Reduced worldwide finished goods inventory by $9 million shipping directly from factory.

• Decreased shipping lead-time by two weeks in different geographical locations.

• Unified order life-cycle business processes worldwide.

• Implemented Electronic Data Interchange (EDI) for all orders by electronic distributors.

• Designed and developed a Distributor Management System (DMS), which managed product sales through external

distributors from $0 to over $1 billion annually.

• Converted an acquired company's customer service and inventory system. Identified procedural and system changes, led the

conversion activities, and assisted user training.

• Developed an Executive Information System (EIS) allowing senior executive’s visibility into divisional performance

scorecards.

• Redesigned world-wide marketing decision support system which provided managers and analysts appropriate information

for strategic and tactical planning.

• Maintained and enhanced transactional-based systems in customer service, sales and marketing business areas.

• Participated in IT Strategic and Tactical panning. Developed System Development Life Cycle methodology, project panning

and control, and IT application standards

• Created college recruitment program enabling the development of future talent.

• Crafted and administered IT employee survey measuring satisfaction and identifying areas for improvement in quality of

work-life.

• Implemented career path planning and quarterly informational meetings.

PREVIOUS EXPERIENCE:

Analog Devices Inc. Programmer Analyst / Project Leader

Acushnet Company, Fairhaven, MA - Computer Operator, Programmer Analyst

E DUCATION:

• Master of Business Administration, UNIVERSITY OF MASSACHUSETTS, Dartmouth, MA

• Bachelor Degree, Management, UNIVERSITY OF MASSACHUSETTS, Dartmouth, MA

• Associates Degree, Computer Programming, BRISTOL COMMUNITY COLLEGE, Bristol, MA

• Certificate in Computer Programming, PROGRAMMING AND SYSTEMS INSTITUTE

TECHNICAL EXPERIENCE:

• Operating Systems: Unix, • •

Database: Oracle, SQL, SAP: R3 4.7, ECC6,

Windows, IBM Mainframe Access Netweaver, EP Portal, BI,

• PC: MS Office suite (Word, • BW

Languages: SAP ABAP,

Excel, PowerPoint, Visio, COBOL, RPG, Fortran,

Access), MS Project. Assembler, Eastytrieve

MEMBERSHIPS AND AFFILIATIONS:

• Certified Information Systems Professional (CISSP)

Current Member:

• Information Systems Security Association (ISSA)

• SAP America User Group (ASUG),

• ASUG New England Chapter

Past Member:

• Association for Systems Management (ASM

• New England Systems Seminar

References will be furnished upon request.

Contact this candidate