Project Manager Customer Service
Resume:
Jason D. Franzo
Brooklyn NY
*******@***.***
SUMMARY OF QUALIFICATIONS
Highly detail oriented, organized, highly analytical and creative
Information Technology Professional with experience and expertise in the
following areas:
EDI(Development/Maintenance and Support), All aspects of Data
Management(Entry, Validation, mapping), Computer Programming, Project
Management, Business Representative, Technical/Application Support,
Software Analysis, Customer Service, Client Services, troubleshooting,
QA/Testing, problem solving, Providing Training, Creating/Maintaining
Documentation, Help Desk, Business Analysis
Employed in many diverse industries such as, Freight Forwarding and
Logistics, Retail, Manufacturing, Wholesale Distribution
Accomplishments
Saved company thousands of dollars by not accepting the band aid approach
to support issues and therefore dedicated myself to finding root causes and
to ultimately permanently fix
Proven track record of Support and Customer satisfaction. Promoted to main
point of contact for all Business and Customer needs
Was able to provide visibility for thousands of EDI file transmissions
reducing time and money otherwise spent for files thought to be lost
Created better training methods which resulted in reduced errors and
increased productivity
Established strict test procedures to help eliminate or stop future
problems for which could've been avoided thru better testing/QA
Utilized my Project Management skills to get control of projects which were
never meeting the completion deadline, ultimately increasing productivity
and saving the company thousands of dollars
Technical Skills
User Applications: MS Word, Excel, Outlook, Access, PowerPoint, Visio, MS
Project, Support Magic
Web Development: HTML, Java Applets and JavaScript. System Applications:
SAP SD,MM Module
Operating Systems: Windows, UNIX, AS400, SQL, Universe, Unidata, Vmark
Languages: ABAP, Visual Basic, C, Business Basic, Perl EDI: Gentran, X12,
EDIFACT, XML
PROFESSIONAL EXPERIENCE
Current - Delta Enterprise(Mfg. Whls Distr)
Mar 2012 to Present
Support and maintain the Blue Cherry Application
(setting up control tables, processing EDI transactions, general day to day
monitoring)
Provide Support and troubleshooting to our Blue Cherry user community
Support and maintain our EDI software(Gentran, Evision/Tie)
develop/enhance maps
configuration(partnership profiles, batch processing, generating reports)
full life cycle testing of maps
Interface with GXS, 1Sync so to satisfy requests to upload our Product
information
Work with our EDI Customer's(Target, Toys R Us, Walmart edi) and or our
communication provider Inovis(GXS) to resolve EDI related issues
Work with our 3PL provider in providing support issues(such as missing EDI
900 series documents, request for UCC 128 Label enhancemnts, working on
resolving chargeback related issues)
interact with our 3rd party(CGS) EDI and Blue Cherry application provider
for development and resolving issues that are impacting our business
manage the projects given to them
coordinate and participate in the testing
approve enhancements for Production
Spring Systems(EDI 3rd party provider)
Feb 2011 to Mar 2012
Provide the EDI services needed for small/midsize companies to compete with
Retailers
Support Industry standard shipping documentation(UCC 128 Labels, Packing
Slips etc..)
Support Clients individual business requirements and act on there behalf
utilizing Web Portal or providing Warehouse Services to fullfill there
Retailers requirements
Work with GS1 on behalf of clients to establish UPC Prefix
Created test plans and coordinated/participated in all testing phases
. Coordinated various EDI testing between us and Major Retailer.
. Implemented daily testing procedures between us and the Major
Retailer according to a Test Plan that I worked to develop.
. Reviewed outcome of the EDI Tests to ensure everything processed
correctly according to Test Plan, if not then take action.
Transmit 846 EDI Inventory feeds
Log all support emails and determine the billable rate to be charged back
to client
Provide support and problem resolution
Review daily EDI transmission to ensure EDI is being sent and acknowledged
successfully, if not then determine what is the issue and follow up to
resolve
Provide Consulting/PC Training To Individuals
Jan 2009 to present
. Provide consulting and PC Software knowledge on various applications
such as Word and Excel.
. Demonstrate basic essentials of the integration between
Hardware/Software.
. Explain the role that E-mail serves in our daily lives, utilizing
Outlook.
. Provide an in-depth background of the Internet and how to navigate
thru cyber space.
EMO Trans(Freight Forwarding and Logistics)
May 2008 - Nov 2008
Project Manager/EDI and AES Compliance
Primary Project Management role with proven track record of successfully
managing projects from inception to completion
Responsible for coordinating various Business/Technical groups so to
establish Project Deliverables and Timelines as well as assign Project
Deliverables ownership
Created test plans and coordinated/participated in all testing phases
Coordinate meetings to provide project visibility and status
Monitor and take action if needed to make sure project timeline stays
on track
Support and mange an interface that provides daily file transmissions to
Customs/Census
Map and build EDI transactions from our system Database
EC Infosystems, Garden City, NY (Contractor)
Aug 2006 - Feb 2008
Company Provided EDI Services To Deregulated Energy Marketers
. Worked for an EDI/Electronic Commerce firm which provides full range
of services to its Customers in De-Regulated Energy Market.
. Provided support and training to our Operations Dept.
. Provided support and training to our Production Support Dept.
. Established EDI Partner relationships within Mercata EDI Software.
. Established EDI Communication Connectivity.
Created test plans and coordinated/participated in all testing phases
. Coordinated various EDI testing between Major Utilities .ex (Con
Edison) so to certify our Customer with the Utility.
. Implemented daily tests between us and the Major Utilities according
to an Established Test Plan.
. Reviewed outcome of the EDI Tests to ensure everything processed
correctly according to Test Plan, if not then take action.
. Responsible for establishing in the Production environment new
customers.
. Monitored Customers to ensure information is being exchanged between
us, Customer and Major Utility.
. Supported Customers Questions, Inquiries etc.
EDUCATION: Bachelor of Science in Computers and Business
1987 - 1991
College of Staten Island
REFERENCES: Available upon request
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