Customer Service Manager

NUNZIO FORESE

*** *** ****, *****, ** 973-***-**** ********@*****.***

INFORMATION TECHNOLOGY OPERATIONS SERVICE DELIVERY PROFESSIONAL

● Dedicated IT and Operations Manager known for keen ability to identify and implement business information and processes that are instrumental to the efficiency of company operations, profit margins and customer satisfaction.

● Effective leader and communicator with a teamwork management style; working with multi-departmental project teams, solution vendors and IT throughout the systems development lifecycle to produce high-quality deliverables that meet or exceed timeline and budgetary targets.

Understand business processes, recognize opportunities to improve efficiency, and take initiative to apply those concepts to business applications and operations.

● Strong analytical background working with senior management to align company information technology with strategic

direction and new project priorities, due to changes in business operations and opportunities.

● Multi-dimensional Project Manager with additional areas of strength in application development, inventory, order processing, supply chain, quality assurance, accountability management, budgets, business continuity/disaster recovery plans, sales relations, contract negotiation and resource utilization.

TECHNICAL SKILLS

Hardware:

Sunfire 4800 Server

HP 9000 Server

IBM Power Systems Basic Four Systems NCR

Storage systems

Tape Library systems

UPS devices

Network Servers

Macs & PCs/Notebooks

Software:

UNIX (Solaris, AIX, HP) ERP

EDI

FACTS Business Basic

Data Warehousing

SQL

Windows Desktop OS Mac OS

Lotus Notes

Novell Netware

Oracle MRP CRM

Sage/MAS BBX

Database Management

TCP/IP

Windows Service OS

MS Office, Project, & Exchange

Firewalls

Backup systems

Network/Communications: LAN/WAN

Cisco/Bay Networks, Routers, & Switches Citrix

HP/Synoptics Hubs

SAN/NAS Ethernet T1/T3 lines

Frame Relays

VPN VOIP

CAREER SUMMARY

SELF-EMPLOYED

INDEPENDENT IT & OPERATIONS CONSULTANT 2004 - Present

● Consulted on top-priority technology and operations initiatives with specific areas of focus to meet each client’s needs, including project management, strategic planning, supply chain, investigating and implementing third-party software and new system hardware, networking and communications, business continuity/disaster recovery plans, customer relations, and business processes. Major clients included:

Agilen Managed Services

● Investigated and implemented new clients for outside managed services support of their IT operations needs, including infrastructure, operating systems, help desk, applications, network, backup/restore and disaster recovery.

JPMorgan Chase & Co.

● Developed, tested, and implemented new enhancements to the current mortgage loan system.

● Managed the Implementation Team through multiple

stages of the systems development life cycle to create the new company-wide Enterprise Loan System.

NUNZIO FORESE PAGE 2

Durasol Systems, Inc.

● Worked with multiple department heads and staff, assessing needs and analyzing processes in order to better align technology with departmental goals.

● Evaluated current system infrastructure (AS400

running MAPICS software) and recommended improvements to their financial and planning software with Oracle Financials and ERP.

Nextel

● Responsible for reviewing and documenting the workflow of the complete fulfillment cycle from customer service to shipment and follow-up at the Elmsford, NY facility.

● Increased customer satisfaction and reduced product

return rate by streamlining departmental work order flow process and instituting a new follow-up process.

SKYTEL COMMUNICATIONS (A Division of MCI) DIRECTOR OF OPERATIONS 1999 - 2003

● Promoted to oversee all operational functions of the 225-person SkyTel Northeast Division with an annual budget in excess of

$20M and over $70M in sales.

● Reduced costs and improved operational efficiency through the restructuring of multiple departments and initiatives including IT, Vendor Service, Inventory, Purchasing, Fulfillment, Customer Service, Sales Relations, AP/AR, and Billing.

● Provided leadership, vision, planning and management for the development, acquisition, implementation and support of

operations and technology services.

● Established priorities for feasibility studies, strategy deployment, resources, quality assurance, system design and implementation of new and/or modifications to current operations and information systems.

● Reduced error rate returns from 14% to 4% by establishing a Quality Assurance Department.

● Saved over $2M annually by negotiating new/existing contracts and consolidating vendors to obtain better rates/services.

IT DIRECTOR 1996 - 1998

● Partnered with the management team to align company information systems with strategic direction, rebuilding and developing IT organization processes and procedures that supported the business needs.

● Restructured IT Operations into a multi-purpose department with expertise in systems, network, data communications,

application development, service support and new business approach attitude.

● Provided direction, motivation and training for an IT team members of 12 and improved training programs for employees by establishing a PC/Software Trainer position.

● Managed the implementation of infrastructure and software projects and ensured the delivered solutions met business

requirements, schedule, budget and customer satisfaction.

● Enhanced processes and productivity of the business community and improved customer service by designing and implementing major enhancements.to the company’s ERP/CRM systems.

LP MUSIC GROUP

MIS Manager 1994 - 1995

● Responsible for the complete analysis, design, development and implementation of online integrated financial and distributive applications.

● Led the conversion team of in-house staff and consultants to design and implement the new IBM AIX Unix computer system

and new ERP accounting/distribution software package, called FACTS.

NORTHFIELD FOODS

Information Systems Manager 1984 – 1994

● Responsible for management and Implementation of system software solutions and infrastructure.

● Restructured IT Operations with new computers, pcs, network and communications. Automated all manual operational functions with new software applications. These enhancements improved profit margins, increase sales and customer satisfaction.

Additional Work Experience:

MACY’S DEPARTMENT STORES, INC.

FINE JEWELRY SALES ASSOCIATE 2012 - 2017

● Consistently ranked as the top sales producer in the department for the last four years by developing outstanding customer rapport, netting approximately $5M in sales.

● Team leader who educated the jewelry sales team, product and industry knowledge focusing on market trends

and the complexities of different types of sales tactics to meet and exceed monthly quotas.

EDUCATION

BACHELOR OF SCIENCE, MONTCLAIR STATE UNIVERSITY Major: Mathematics Minors: Computer Science and Business

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