Manager Customer Service

TERI LUEBECK

P.O. Box **, Stoughton, WI *****

1-608-***-**** ********@*****.***

SUMMARY

Senior level Information Systems Manager with proven professional, technical, financial management

and problem-solving skills. A creative leader qualified by over 20 years experience with a strong

orientation to customer service, organizational efficiency and profitability. Broad technical

knowledge combined with a track record in conceptualizing and directing the development and

delivery of advanced technology solutions.

STRENGTHS

• Embraces new technologies, Diverse infrastructure implementations

• Data center management, Decision support systems, Audit/control procedures

• Strategic/business planning, Understanding of broader business concepts

PROFESSIONAL EXPERIENCE

Fiskars Brands, Inc., Madison, WI 2001 - 2009

A $1 billion global company specializing in niche-market consumer packaged goods

Manager of IT Operations

Guided all operational aspects of Fiskars’ common IT systems providing maximum uptime, current

maintenance, a disaster recovery process and plan, and a high availability environment. Managed a

staff of 12 with a budget of $700K. Developed and managed a $6M capital and expense IT

Operations and Chargeback budget for systems infrastructure.

• During the three-year JDEdwards ERP roll-out project, provided project management and

technical support to all application team members. For the five divisional ERP roll-outs,

coordinated with functional groups and business divisions on matters of job scheduling,

application problems, change management requests and disaster/recovery testing.

• Implemented a common email system with central login account administration by executing a

global roll-out of Microsoft’s Active Directory, Exchange Email, Symantec’s Anti-Virus, and

Barracuda’s Anti-Spam systems to sixteen North American and European locations. During this

two-year period, collaborated with and traveled to six North American and thirteen European

locations, which included Finland, Poland, Italy, Germany, Russia, France, et al.

• Generated a cost savings of $700K in 2009 through server consolidation and virtualization.

• Reorganized the IT Operations department, reducing headcount from twelve to eight and budget

by $450K while enhancing service levels.

• Improved Help Desk support by providing a self-service portal to Fiskars business systems users

and by increasing 1st level resolution from 42% to 56%.

• Negotiated a 3-year lease on the ERP servers resulting in a cost savings of $1.5 million.

Springs Window Fashions, Middleton, WI 1996 - 2001

A window treatments manufacturing company selling to consumers and supplying to retailers

Senior Systems Technical Architect

Managed the technical support team composed of four consultants and two company associates.

• Researched, planned and executed the upgrades for the AS/400 server hardware and operating

system ahead of schedule resulting in cost savings from server consolidation.

• Coordinated the Y2K support effort and implementation of all server hardware and operating

systems upgrades.

Teri Luebeck 1-608-***-**** Page 2

• Developed and successfully tested a Disaster/Recovery plan for both the mainframe and midrange

platforms.

Roquette America Inc., Keokuk, IA 1990 – 1996

A division of a global bio-agricultural company producing starch and starch derivatives

Senior Systems Programmer / Data Base Administrator

Served as the infrastructure focal point for all mainframe, WAN, and LAN network and operating

issues for Roquette America with Roquette Frères, France.

• Created and maintained multiple database queries for a wide base of customers.

• Researched, planned and installed equipment to support a departmental LAN.

• Guided planning and implementation of a WAN connecting two sites in Keokuk, Iowa, and

another site in Gurnee, Illinois, to a network in Lestrem, France.

University of Wisconsin - Parkside, Kenosha, WI 1987 - 1990

Southeastern division for the University of Wisconsin system

Senior Systems Programmer

Delivered systems support for Academic and Administrative Computer Services. Customer base was

approximately 150 professors and 8,000 students.

• Stabilized an archaic system, while planning for and executing a migration to an upgraded system

on new hardware and software providing faster response time and more stable backups.

• On a limited budget, implemented a Token-Ring network on campus utilizing IBM technology

providing faster access for the student registration process.

American Airlines Inc., Tulsa, OK 1980 - 1987

International air transport company with online travel reservation systems

• Member of the SABRE infrastructure team responsible for maintaining a 99.6% up-time in both

passenger service and flight operating systems. Held increasingly responsible positions as

programmer trainee, application programmer and systems programmer.

EDUCATION

BA, Western Illinois University, Macomb, IL

PROFESSIONAL DEVELOPMENT

• Key Manager Development Program, Fiskars Brands, Inc., Madison WI

• Oracle/JD Edwards Courses: CNC Systems Administration, JD Edwards B7333 System Overview

• Microsoft Courses: Designing and Implementing SharePoint 2007

• Help/Systems Technical Courses: Robot/SCHEDULE, Robot/SAVE, SEQUEL Viewpoint

• IBM Education Courses: VM/ESA Installation & Customization, VSE/SP System Controls,

VSE/SP Migration, VSE/ESA Installation and Use, VTAM/NCP Implementation, SNA

Fundamentals, SQL/DS Basic and Advanced Administration, SQL/DS Tuning, AS/400 System

Administration, AS/400 Backup/Recovery and Security

• Information Management Systems Courses, Tulsa Junior College, Tulsa, OK

• Real-Time Programmer Training Program, American Airlines, Tulsa, OK

Teri Luebeck 1-608-***-**** Page 3

TECHNCAL ADDENDUM

OS/Environments: OS/400, Windows Server 2003, VM/ESA, VSE/ESA, ACP/TPF, Windows 2000,

and Windows XP, IBM/AIX, VMWare

Development Applications: SQL Server 2005, OS/400 CL, SEQUEL Viewpoint, Assembler, RPG IV,

Java, PHP, COBOL, REXX, PL1, QMF, ACP/TPF, CMS/Pipelines

Networking: LAN: Ethernet, Token Ring, and Remote Access; WAN: terminal servers, modems,

CSU/DSUs, routers, switches, VPN remote connectivity; Protocols: TCP/IP, SNA, and NetBIOS,

VTAM, NCP

Hardware: IBM AS/400 and iSeries, IBM 9000, IBM 3090, RISC/6000, Dell 1950 and 2950, EMC SAN

technology, Dell and IBM LTO-2 and LTO-4 tape drives, Sensaphone, Blackberry Enterprise Servers

Software: JDEdwards EnterpriseOne and OneWorld Xe, TrustedLink, Manhattan Associates WMS, CA-

BOSS, Manhattan Associates LogPro, HEAT, Tango04 Message Alert & Monitor, ASC Pilot,

Centerfield’s HomeRun, DBU, Performance Navigator, Cognos, Agile PLM, Citrix MetaFrame XP, Citrix

Presentation Server 4.5, MS SMS/SCCM, MS SharePoint, MS Active Directory, MS Exchange, MS

Office, Symantec Backup Exec, Symantec Anti-Virus, Barracuda Anti-Spam, Websphere Commerce, DSI

Transcollecter, Optio, Kwiktags, Pilgrim, FAS, Hyperion, AllOut Security, IBM Client Access, DB2/400,

Oracle 10g, Lotus Notes, DataMirror Transformation Server, MiMiX, IBM Advanced Job Scheduler,

Gentran, HFA/Frontier, Softmenu, ROBOT/Save, ROBOT/Schedule, ROBOT/Reports,

ROBOT/Network, ROBOT/Console, CA-XCOM for AS/400, Westi, CA-XCOM, CA-EPIC, CA-

ALERT,CA-FAQS, PROFS

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