Sales Customer Service

TERRY W. HOLLINGSWORTH

*** **** ****** ***** ● Birmingham, Alabama 35242 ● 205-***-**** ● abnref@r.postjobfree.com

PROFILE

Solutions-oriented IT professional with more than 14 years experience in the technology field with notable

success accomplishing a broad range of corporate IT initiatives while participating in the planning,

analysis, development and implementation of solutions in direct support of business objectives.

CORE COMPETENCIES

Software Development Systems Analysis & Design Manufacturing Background

Project Management Team Leadership Sarbanes Oxley Compliance

ERP Implementation Supply Chain Management CRM Implementation

TECHNICAL PROFICIENCIES

Microsoft Windows XP/2000/NT/98/95, Novell NetWare, Solaris

Operating Systems:

Visual Studio .Net, Clear Case (Version Control), Toad (PL-SQL Editor), MultiEdit

Development Tools:

CDC Software iRenaissance ERP (formerly Ross), IFS ERP, Sage SalesLogix (CRM),

Enterprise Applications:

Oracle, SQL Server, IIS, Gentran Server (EDI Translator), Prescient XE (Demand

Planning & Sales Forecasting), BMC Service Desk Express (Call Center CRM)

Dell, Compaq, Sun, HP3000, AS400, Cisco, Symbol

Hardware:

Gembase, VBA, Visual Basic, SQL, HTML, ASP, ASP.Net,PL-SQL, XML, Crystal Reports

Programming Languages:

Access, Word, Excel, Power Point, Project, Outlook, pcAnywhere, Visio, Adobe

Desktop Application Software:

Photoshop

PROFESSIONAL EXPERIENCE

Emageon Inc. - Birmingham, AL

April 2005 – April 2009

Process Improvement Manager – Customer Service

Call Center Software Migration Project Lead

- Led cross functional team to migrate the Cardiology customer service operation from legacy call center

software (IFS Call Center module) to a highly customizable, web based service management CRM solution

(BMC Service Desk Express)

- Gathered both functional and non-functional requirements to attain the desired system behavior

- Identified and defined necessary triggers and events for seamless integration between BMC Service Desk

Express and IFS ERP for financial reporting purposes

- Defined use case and testing scenario documents used to maximize software quality assurance

- Performed functional and integration testing to verify functional requirements were achieved

- Coordinated end user training efforts and generated process workflow documents

Global Call Center Software Support and Administration

- Tracked, prioritized and implemented software bug fix issues and new feature enhancement requests

- Managed software development resource to design, develop and test high quality enhancement solutions in a

timely manner

- Administered Crystal Reports enterprise reporting tool to automatically distribute internal and external reports

IT Business Analyst

CRM Implementation

- Tracked enhancement requests & led efforts to successfully implement new features in SalesLogix

- Worked with CRM business partner to implement multiple SalesLogix modules

- Provided ongoing SalesLogix support for both sales and customer relationship teams

ERP Business System Support

- Provided ongoing IFS ERP support for our internal customers

- Gathered functional requirements from various departments to define document management needs

- Implemented the IFS Document Management module across multiple departments and trained all personnel

- Responsible for IT team leadership efforts in Birmingham location

Manufacturing Manager

Project Management

- Responsible for leading a cross-functional team in the production, configuration and installation of high quality

enterprise visual medical systems in hospitals and healthcare datacenters

- Manage the validation and procurement of required hardware and software components for each customer

project

- Directed various integration center teams to insure optimal manufacturing efficiency and maximize quality

assurance

- Gathered needed customer specific site data in a timely manner and verified site readiness

- Coordinate vendor technical resources to perform storage configuration and installation acceptance

procedures at each site

- Maintain thorough documentation of the entire manufacturing process in compliance with ISO quality

requirements

- Led production planning efforts to insure all quarterly hardware revenue recognition goals are achieved

- Conduct weekly manufacturing reviews with Implementation team to identify and resolve any outstanding

project issues

Nucor Steel Corporation – Birmingham, AL

February 2001 – April 2005

Senior System Analyst /Programmer

ERP Implementation Team

- Successfully implemented the CDC Software iRenaissance shipping and distribution modules to 5 separate

shipping departments located across the United States each operating 24 hours/day

- Installed and configured wireless infrastructure for automated data collection to provide real-time access to

inventory data used to streamline the shipping process

- Led product training demonstrations for all shipping and scheduling personnel across 5 domestic locations

ERP Application Development

- Gathered functional requirements across all shipping operations for desired system enhancements

- Modified and tested shipping, inventory control, and sales order programs via Gembase DML code to meet

the defined functional requirements

- Defined use case and testing scenario documents used to maximize software quality assurance

- Led development effort to streamline shipping and sales order processing programs in order to reduce user

keystrokes, improve program efficiency and maximize system performance

- Conducted evaluation of the initial version of CDC Software iBrowser product and submitted numerous bugs

to the CDC Software support personnel to be resolved prior to production use

- Utilized Visual Studio .NET to develop a web-based load inquiry prototype application to be used by crane

operators to minimize truck loading times

- Wrote technical specifications and assigned to appropriate programming resources based upon scope of

functional requirements

Change Management Project Lead

- Performed competitive analysis and evaluated multiple change & project management software packages in

an effort to maximize IT version control workflow efficiency

- Merged separate defect tracking and service request applications into one tool to be used by IT development

team for maintenance, prioritization, and reporting of assigned tasks

- Utilized Clear Case version control tool in a multi-developer environment along with a custom Access

database application to maintain ERP source code and simplify change management

Project Lead – Wireless Scanners & Application Server Upgrade

- Evaluated and procured new portable data terminals, access points and application servers for the shipping

departments at five separate domestic facilities

- Led team of technicians to determine optimal access point/antennae locations, install proper power/network

electronics, and configure hardware devices at each of the five facilities

- Updated wireless infrastructure resulted in reduced monthly costs and improved system performance

Business System Support and Maintenance

- Fully supported CDC Software iRenaissance shipping/distribution, inventory control, and sales order modules

- Monitored mission-critical transaction processes using automated email alerts to proactively warn of potential

system support issues

DAXKO (iSignUpNow.com) – Birmingham, AL

September 1999 – January 2001

System Analysis, Pre-Sales Support & Product Planning

System Analyst / Team Leader

- Created functional requirements and technical specification documents to define customer feature requests

- Led team of developers to efficiently implement new product features which provided our customers with

improved online registration and transaction processing capabilities

Pre-Sales Support / Product Planning

- Provided sales team with technical product support during pre-sales client presentations

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- Prepared estimates for any custom development requested by clients

- Gathered customer feedback and presented ideas to the developers as future product features

Project Management

- Managed project to develop a prototype for a web-based supply chain integration application using EDIFACT

EDI standards in an XML based file structure

- Collaborated with DBA and developers to derive an efficient database schema based on customer functional

requirements and to design a user friendly interface

EDS (Birmingham Steel Account) – Birmingham, AL

October 1997 – September 1999

Information Analyst

EDI/VMI Supply Chain Project

- Created ANSI X12 transaction maps with Sterling Gentran software for purchase orders, advance shipping

notices, and mill certification reports

- Integrated transaction processing between HP3000 business system and EDI translator

- Developed Access database application for maintaining customer part code conversions, pricing, and mills

Freight Auditing Application

- Developed multi-user Access database application for the Traffic department to provide an accurate list of the

lowest cost carriers based upon specific source and destination selections

- Allowed weekly invoice data to be downloaded for freight auditing purposes

- Significantly reduced freight costs and minimized freight carrier scheduling times

Sales Forecasting

- Automated the sales forecasting process to distribute monthly forecasts to outside sales team via email

- Configured Prescient XE demand planning software with order data from HP3000 business system

Delivered Pricing Application

- Re-designed existing pricing system that provides inside sales team with delivered pricing

- Enhanced the Access database application to be multi-user and streamlined the user interface

Brasfield & Gorrie General Contractor – Birmingham, AL

January 1996 – October 1997

Client Server Development / Network Support

Provided hardware & software user support and assisted in Novell network administration for corporate and two remote

office locations

Performed user training seminars and demonstrations for various desktop software applications

Purchased, configured, & installed computer workstations at multiple remote construction jobsites

Developed Access reporting databases which extracted AS400 data and generated reports based on job contract,

payment, and subcontractor activity

Developed multi-user Access database application to record weekly time allocations for office staff which reduced

allocation reporting time from 4 days to 4 hours

Budd Mayer Company – Birmingham, AL

May 1994 – January 1996

Director of Space Management

Generated product category schematics for 3 major regional retail food chains

Participated in manufacturer sales presentations to demonstrate space management capabilities

Developed database application to track product dimensions and customer codes

EDUCATION

Bachelor of Science in Commerce and Business Administration

University of Alabama May, 1994

Major: Management Information Systems

Minor: Computer Science

COMMUNITY INVOLVEMENT

Hand In Paw – Local non-profit specializing in animal assisted therapy

Former Member of Board of Directors

Former Fund Development Committee Chairman

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