Customer Service Project Manager

RESUME

NJ Musgrave

Jersey City, NJ ***** **********@*****.***

Objective Seeking a leadership position in business operations or technology management that will allow me to apply my

experience, energy and enthusiasm as well as my leadership, management and motivational skills to the success of the

organization.

Career Summary

Accomplished hands-on manager of business operations and technology organizations. History of creating, growing and managing

operations functions to gain increased effectiveness and efficiencies, with a particular focus on assisting the business units in the

achievement of their goals. Very strong staff management, leadership, motivational, interpersonal, customer-focused and multi-

tasking skills along with team orientation, enthusiasm, flexibility and diversity. Hold New Jersey Real Estate license.

Skills

Business Operations Management

• Management of daily operations and company-wide projects, including multiple locations and corporate buildouts

• Build, grow and manage operational functions and staffs in both startup and established organizations

• Development of operational policies, processes and procedures; change management

• Contract negotiation and compliance, vendor sourcing and management, budget development, planning

• Staff recruitment and management of small to large staffs, including remote staffs

• Motivational leader - staffs perform at highest levels

• Management experience of the following units:

Customer Service

Technology

Office Administration

Facilities, including managing complete facility new construction buildouts, renovations and moves

Purchasing

Order processing, inventory control and fulfillment

• Unit management experience provides strong ability to work with and assist business unit managers

• Multi-location management; international experience; non-profit experience

Technology Management

• Technology infrastructure management, implementation, integration, conversions

• Technical project management:

Networking

Application development, implementation, support

Databases

Servers, web hosting

Telecommunications

Technical Support

• Disaster Recovery

• Develop plans and strategies to leverage technology; turnaround specialist

Experience

Owner/Project Manager November, 2007- September, 2009

Musgrave Properties, LLC

• Designed and managed renovations to residential properties

• General contractor for total and partial renovations

• Sourced and managed sub-contractors; budget management

Director of Operations July, 2004-October, 2007

Institute for Personal Growth, Inc., Highland Park, NJ

• Managed administration and operations for multi-location private counseling agency

• Oversaw client services, facilities, purchasing, vendors, administrative staff

• Developed policies and procedures to increase operating revenue and efficiencies

Operations Manager June, 2003-June, 2004

Doctors Without Borders, Inc., New York, NY

• Managed computer systems, vendors, donor services and fundraising operations ($53 million income)

• Managed plans and budgets; developed new processes and policies

• Managed and sourced vendors, created RFP’s, negotiated contracts

• Implemented new legacy application and database system (Team Approach/Blackbaud)

Independent Consultant August, 2001-June, 2003

Infrastructure, IT and business operations consultant to professional services

organizations, a major online retailer, and a fashion manufacturer

• Analyzed business operations, staffing, technology infrastructure and operations with the goal of improving effectiveness

and efficiency

• Advised business unit managers on leveraging technology to meet goals

• Developed operational processes and infrastructure improvement plans

• Made recommendations for and managed change implementation

Vice President of Information Technology July, 1999-July, 2001

Medscape, Inc., New York, NY (online medical journal publisher)

company sold to WebMD - laid off

• Head of Information Technology, responsible for multi-location IT services and infrastructure

• Built and managed IT department for start-up company, developing infrastructure, applications, web hosting and IT

professional staffing; grew and managed company's infrastructure and web hosting from start-up to successful 3-location

corporation with 1000+ employees

• Integrated IT of three companies following mergers; implemented new technologies, networks and applications; reduced

costs by $2 million; named IT chief for newly-integrated company

• Developed and managed budgets ($6 million operating, $9 million capital); staff of 32

• Managed 24x7 web site operations with redundancies and other disaster recovery protections

• Ensured IT alignment with strategic plans, business practices and needs of business units

• Managed multiple corporate moves, office renovations and IT facility buildouts; sourced and managed contractors; worked

with architects on design

• Managed national vendors, contracting, negotiations and compliance (Sun, Compaq, Oracle, WorldCom, Remedy)

• Implemented Federal HIPAA requirements, new financial and customer applications (Oracle)

Director of Business Operations and IT 1997-1999

SynData Technologies, Inc., Teaneck, NJ (security software development company)

company closed - laid off

• Managed daily corporate operations as well as IT department for start-up software company

• Developed and managed company's facilities, customer service, purchasing, IT, distribution and recruiting functions;

implemented new procedures and systems throughout company

• Managed total new construction buildout and corporate move (65,000sq. ft.); sourced and managed contractors and

vendors; designed facilities; managed architects and design process

• Built and managed IT infrastructure (Compaq servers, Microsoft platform, Remedy)

• Created policies, procedures, vendor relationships

Director of Information Technology 1992-1997

Elsevier Science Co., New York, NY (medical/science journal publisher)

• IT department head responsible for all U.S. locations, managing staff in Europe and U.S.

• Implemented new data center technologies, moving from mainframe to client-server platform (Compaq, Novell, Oracle)

• Developed full business continuity/disaster recovery plans for all U.S. business units as well as IT

• Negotiated and managed national technology contracts and vendors

• Implemented new fulfillment, financial, marketing and production business applications

• Leading member of worldwide corporate Information Technology Strategy Group

Systems Director 1991-1992

ABS, Inc., New York, NY (not-for-profit book publishing)

• Managed computer department

• Directed complete system conversion and physical move of data center

• Marketing, fulfillment, inventory, financial and fundraising applications

Education B.A., Rutgers University, New Brunswick, NJ; A.A.S., A.A., Brookdale College

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