Customer Service Manager
Resume:
JOEL KARSH
Mendon MA *****
********@***.***
Executive Results-driven professional with extensive experience leading people and project
Profile teams, implementing and overseeing software development, and administering multi-million dollar budgets. Possess in-depth understanding of emerging technologies and their commercial applications. Twenty+ years of success in planning, participating, and directing activities, which provide innovative information technology, logistics, distribution, financial, and customer service solutions. Background in the manufacturing, distribution and Insurance environments
Areas of - Project Management - Relationship and Team Building
Expertise - Strong Logistics & Distribution background - Decision Making and Problem Solving
- Programming and Quality Assurance - Process Reengineering
- Business Analysis - Quality and Performance Improvement
- Hardware and Software Installation - Budgeting and Financial Reporting
- Strategic and Operational Planning - LAN / Wan installation and support
- Strong Windows 7, 8, and 10, OS400 - ERP Systems, Peoplesoft, JD Edwards World,
- Strategic and Operational Planning JDE Enterprise One, BPCS / ERP LX -Strong Financial background - JDE E1 Security, Finance and Supply chain
- Programming languages, RPG, C, Visual Basic, HTML
- Cognos Data Warehouse
- Experience working for Liberty Mutual in Property and Casualty Insurance sales early in career
Education
BA degree Marketing, University of Massachusetts Amherst MA
BS degree Computer Science, Central New England College Worcester MA
Highlights of
Achievements
Financial Integration Manager / International ERP Manager, Berry Plastics 11/2008 to Present
Position incorporates a corporate role managing integration of acquisitions as well as direct support for one legacy division.
Major project accomplishments include;
oProject leadership for the implementation of JDE Enterprise one in Westerlo Belgium, India (Baroda and Bangalore), China (Quindao, Hong Kong and UP), and TLMX Mexico.
oI managed all day to day activities, provided timelines, coordinated resources, and managed budget, in order to complete projects.
oAll project go lives completed on time and within budget
oManage the integration / conversion of 10 manufacturing and logistics centers from BPCS 4.05 CD ERP to JDE World 9.3
oLead a designated IT and business team supporting the implementation of full ERP applications including manufacturing, inventory control, distribution / supply chain, and financials
oAct as functional financial lead for the project.
oDocument conversion program requirements for data conversions,
oRun successful CRP’s and UAT’s.
oMeet established business timelines
oProject Manager for Financial integration of acquisitions made by Berry
o10 plants in the last 12 months
oDetermine the legacy software they are using
oGuide the business into establishing customers and vendors that need to be setup
oUsing established guidelines manage the building of interface file to convert existing AR and AP and to build daily interface until the plant completely converts to JDE
oEstablish GL interface and weekly sync so that JDE becomes the book of record
oComplete functioning interface within 60 days of acquisition
oLeadership role in IT Project Office implementation
oEstablishment of requirements and estimating project guidelines across IT organization
oDesign and formulation of project scheduling database
oDevelopment of project reporting to be used to monitor team progress.
oCreation of individual factors to guide total resource availability.
oEstablishment of standard communication to business on project progress.
oProject Manager for the conversion and loading of legacy sales detail from acquired companies to JDE World 9.3 and JDE E1 to Cognos data warehouse.
oAnalysis of existing legacy information from eight acquired companies with sales in excess of $3.2 Billion.
oFormatting and data validation.
oLoad to systems as required.
oMeet business requirement for year over year sales historical and customer service access going forward
oProject Manager for major revision to online ecommerce B2B portal for Berry Engineered Materials Customers
oLead process for development of process and procedure
oDevelop specifications for development team
oManage tasks and drive to milestones
oActive member in testing of applications
oMeet delivery date of 6/1/2013
Applications Manager Tyco Adhesives Div. Of Tyco Int’l / Covalence Adhesives division of Berry Plastics 02/2001 to 10/2008
Major accomplishments include;
oDesign, document, and actively participate in development of web interface for online inventory control, purchasing, and logistics for largest retail account Home Depot.
oProject leader / Business Analyst for distribution and manufacturing systems conversion to BPCS ERP for Middlesex NJ facility. Coordination of applications resources, project schedule, training and prototypes
oLead Sarbanes Oxley implementation for Applications and Operations team
oImplement Change management control system utilizing Softlanding Turnover application
oDesign and implement documentation requirements
oImplement menu control for business users
oLead effort to identify breaches in system authority and either eliminate or document mitigating controls
oLead Analyst for development of design specification for implementation of full truckload shipment from the Franklin KY DC. On implementation team for Calc-route applications module and integration with BPCS.
oDevelopment of systems architectural standards for AS400 systems. Implementation of practices and procedures governing PTF application and OS version / release deployment
oProject leader and play active role in deployment of test systems infrastructure and standard practices and procedures, for applications development.
oProject team member for implementation of Cognos Data Warehouse
oData mapping, data validation and coordinator of customized reporting for Warehouse / Inventory control and Sales Billing Cube.
oTraining coordinator for Adhesives division responsible for training material and classroom presentation.
oData mapping, data validation and project rollout plan for Finance, Inventory, and warehouse cubes
oProject Manager for conversion and integration of Account Receivable application from BPCS 6.1.04 to JDE 8.1
oManage project timeline and business and IT resources. Complete projects within timelines dictated by the business
oCoordinate all project communication
oCoordinate training using Camtasia videos, step by step documentation and scheduled training classes
oProject Manager for conversion and integration of Account Payable application from BPCS 6.1.04 to JDE 8.1
oManage project timeline and business and IT resources
oCoordinate all project communication
oDevelop project plan and participate in systems integration of two acquisitions. Utilizing large multinational project team to extend network infrastructure and implement enterprise applications. Analysis accomplished on time and under budget.
oInitiate, design, document, and actively participate in complete rewrite of General Ledger applications supporting financial reporting to parent organization. Project resulted in productivity enhancements that cut month end close from 72 hours to less than 3 hours.
Daily responsibilities
oSupervision of worldwide Applications / Business Analysis staff (staff of six – three countries).
oLeadership role in developing business reporting tools for distribution facility in Franklin KY
oInvestigation, design, implementation, and documentation of changes to BPCS Enterprise Application. Financial, Distribution and Logistics modules.
oLeadership role in providing corporate office financial analysis systems support.
oSupport Data mining report and analysis initiative for Belgium and Chula Vista CA locations distribution facilities.
oManagement of Applications support for corporate office.
oSupport and resolution of application problems (Distribution, CRM, Supply Chain) – ASSET and RPG
oLeadership role in corporate IS project steering committee.
Technology Manager for Pure Encapsulations, Inc., 09/1999 to 02/2001
Directed, managed, and coordinated data conversion from DOS based Order Entry application to Smith Gardner’s Ecometry Enterprise Applications System. Directly responsible for setup of application controls and hardware installation (CRM, A/P, A/R, Purchasing, Distribution, Warehouse/Inventory, G/L). Working within a limited timetable was able to install, configure and implement software for 1/1/2000.
Championed the design and integration of Ecometry Software’s manifest application with web based UPS Host Manifest Upload program.
Responsible for project planning and implementation of integration between Ecometry enterprise applications and Pure web site. This implementation resulted in the elimination of manual procedures for order entry, and the delivery of ship confirmation and inventory status to customers in a real time mode.
Responsible for Y2K compliance inventory and renovation of all existing peripheral equipment.
Completed a major network overhaul encompassing the configuration of TCP/IP and the rollout of Internet connectivity (T-1) to the Desktop. This resulted in major productivity enhancements at the customer service level concerning package tracking and communication with customer base.
Director of Information Systems for Chiswick, Inc., 06/1991 to 09/1999
Responsible for Strategic planning and administration of Data and Telecommunications network with annual budget of 2.5 million dollars. Responsible for facilities in California, Sudbury MA, Midland Ontario, Thorofare NJ, and remote distribution facility in Georgia.
Worked with corporate CIO to develop overall goals for combined IS staff and budget approval of capital projects.
Project leader in the integration of existing network infrastructure with that of the parent corporation. Involved in major project to establish application links to order entry throughout the organization for product fulfillment from the Sudbury and Atlanta facilities.
Responsible for the management of 18 technology employees (6 programmers, 4 technical support engineers, 2 System Operators, 3 Database Analysts, 1 manager, and 2 Administrative Support person). ), Client server environment (2 AS/400’s for data warehousing with 80 direct link terminals, 130 client Novell network including both Mac’s and PC’s ).
Completion of extensive infrastructure modernization in order to support call center applications and maintain sub second response time. Involved in migration of AS/400 platform from CISC to RISC as well as reorganization resulting in a separate development platform.
Initiated roll out into production of intelligent workstation desktop combining Microsoft applications, Netscape communicator, Telemagic CRM, and Reflection Emulation via telnet (TCPIP). Increased customer service productivity by 30% allowing for increased outbound telemarketing and sales.
Played active role in corporate planning, expansion into new areas, changes to the print catalogs, and applications system design and redesign for increased worker productivity.
Projects completed included;
Analysis, Design, and development of in-house warehouse management system for multiple facility deployment
Redesign of invoicing system to accommodate lock box payment and bank transmittal of funds received.
Design of data warehouse residing in Oracle for market analysis and research.
Contact this candidate