Manager Customer Service

James Baffuto

941-***-**** • ac5uar@r.postjobfree.com • Kennesaw, GA 30144

Software Implementation Management Business Analysis Project Manager

Accomplished, Implementation Manager with a combined background in performing business analysis and steering software implementations simultaneously for various size customers. Recognized as a change agent capable of initiating and influencing accelerated progression to support aggressive business objectives. Capably develop and maintain relationships needed to balance client satisfaction and company business development interests. High aptitude for learning and applying new technologies and general business knowledge in a fast-paced, analytical, and team-oriented environment. Exercise confidence, discipline, and persistence in managing corporate clientele. Strengths in leading, motivating, and mentoring teams of highly productive and focused individuals.

Implementation Project Management • Technology Implementation Specialist • Implementation Business Analysis

Client Implementation Management • Product Support • Product Management • Business Analysis • Presentation Delivery

Implementation & Process Documentation • Requirements Gathering & Analysis • Current IT Assessments • Project Scoping

Quality Assurance & Quality Control • Processes & Workflows • Vision & Guidance • Key Implementation Metrics

Organization • Communication • Staff Training & Development • Staff Recruiting & Hiring • Business & Financial Acumen

Career Achievements

Devised custom cloud-based analysis reports and dashboards to streamline client data compilation, contributing to an annual saving of $86K.

Conceptualized and introduced automated processes to eliminate manual entry by clients and simplify reporting, effectively enhancing reporting accuracy for government reimbursements.

Directed the development of new industry products through complete project lifecycle, including software and nutrition analysis suite of products.

Drove conversion of 300 schools to Windows-based POS software suite on time and within budget.

Upgraded client from manual daily-entry transaction system to enterprise-wide food and nutrition software suite and automated POS accounting recording solution.

Spearheaded onsite training, setup, and implementation support for 200 cafeterias within same school district.

Professional Experience

THE HOME DEPOT, Atlanta, GA 1/2017 to Present

Product Support Specialist (1/2017 to Present)

Primary responsibility for handling and resolving problem escalations, engaging with engineering and other teams in a subject matter Expert (SME) capacity, and identifying trends and determining and applying necessary changes. Engaged in setting standards within the Product Support Team and coaches and trains team members based on knowledge and skill gaps. Responsible for maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships. Additional responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.

Collaborate with engineering teams to determine root cause of issue and resolution.

Engage in IT projects as needed at a SME level; engage other teams to fix at root cause level when appropriate.

Create, update, and manage the Knowledge Base for teams to utilize.

Customer Focus: Build stronger customer relationships and delivering customer-centric solutions.

Decision Quality: Make good and timely decisions that keep the organization moving forward.

Interpersonal Savvy: Relate openly and comfortably with diverse groups of people.

Manage Conflict: Handle conflict situations effectively, with a minimum of noise.

Optimize Work Process: Knowing the most effective and efficient process to get things done, with focus on continuous improvement.

MEALDATA, INC., Marco Island, FL 11/2010 to 1/2017

Software Implementation Manager & Business Analyst

Serve as project implementation specialist and business analytics expert in creating client-specific solution design, system development, and processes to meet reporting requirements of K-12 school food and nutrition services industry. Work closely with clients to gather and ensure all business and technical implementation requirements are met. Complete all tasks related to implementations such as conducting planning meetings, providing detail review of requirements, preparing project plans, and managing the project plan to deliver within established timeframe. Establish and manage solid working relationships with clients through presentations, product exhibitions, sales and marketing, and technical support.

Steered business impact analysis in organizational expansion efforts across multiple locations.

Led change management that contributed to improving timeframes in 50%+ projects.

Integrated business solutions that complemented organizational goals, while reaching consensus of stakeholders.

Implemented advanced sampling and data analysis techniques to advance strategic initiatives, roadmaps, and process models.

Collaborated with product owners to design innovative, concise, and well-researched presentations on new product feature ideas and opportunities.

Partnered with end-user community encompassing account executives, customer service, and bill processing in business validation to ensure advancement of initiatives.

Coordinated and implemented interactive reporting suite for group-wide employees, featuring resources and company development tools available to business, technical, and professional development.

Identified and investigated key trends associated with sales performance, referencing distribution internal and external data sources.

Facilitated training for team leaders, contact center managers, and executive managers on group-aligned reporting tools and resources.

Spearheaded migration project with key stakeholders in business technology, management information systems, and reporting.

PCS REVENUE CONTROL SYSTEMS, INC., Englewood Cliffs, NJ 1/1997 to 11/2010

Software Implementation Manager (1/2004 to 11/2010)

Implementation & Support Manager (1/1997 to 1/2004)

Promoted to orchestrate the implementation of full lifecycle enterprise-wide business applications and software solutions, including scope development, architecture, design, delivery, testing, and support for clients consisting of K-12 school food and nutrition services. Managed multiple projects simultaneously; coordinated implementation meetings and calls with clients and internal departments. Initially, served as technical support and subject matter expert responsible for leading Implementation Team in providing installation and training for 6,000 US food and nutrition system installations. Supported team in configuration-related tasks, organization of client deliverables, report creation, presentations, training materials, and other various documentation.

Recruited, selected, trained, and managed teams of 7 to 20; communicated job expectations, planned and appraised performance, coached and disciplined, and enforced policies and procedures to ensure goals for quality service and customer expectations were met.

Defined, delivered, and supported strategic plans for the proper implementation of information technologies, resulting in organizational effectiveness and efficiency.

Coordinated resources and timetables with user departments and data center to ensure timely completion.

Conducted system audits upon completion of technology implementations.

Instituted disaster recovery and back-up procedures as well as information security and control structures to preserve assets.

Evaluated organizational outcomes, identified problems, analyzed trends, and anticipated requirements prior to making recommendations for IT strategies, policies, and procedures.

Forecasted requirements, prepared annual budget, scheduled expenditures, analyzed variances, and initiated corrective actions to achieve anticipated financial objectives.

Maintained professional and technical growth through educational workshops, professional publications, personal networks, professional organizations, and benchmarking state-of-the-art practices.

Education Certification Technology Skills

WESTERN GOVERNORS UNIVERSITY, Salt Lake City, UT; BS Cyber Security and Data Assurance

DOVER BUSINESS COLLEGE, Clifton, NJ; AAS in Information Technology Management

Professional Certification

Microsoft Certified IT Professional – Database Administrator (MC ID: 7947127)

Technology

Applications & O/S: SQL, SharePoint, Microsoft Windows, Microsoft Excel, MAC OS, iWork Suite,

CyberArk, ServiceNow, IBM Passport PC to Host,

Skills: Software Installation, Business Process, System & Network Configuration, Troubleshooting & Problem Solving, Technical Support, Technical Training, Data Analysis, Customer Service

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