Manager Customer Service
Resume:
Robert C. D'Anna CPIM Home: ***-***-
San Jose, Ca 95124
A seasoned professional with sound Document Control best practice
experience combined with Operations & ERP acumen and Product Configuration
Management (PCM) / Product Lifecycle Management (PLM) know-how. Solid team
player, whether in an individual contributor or leadership role, with
understanding that customer service is paramount to success.
Experience:
Broadcom Corporation - Sunnyvale, Ca
Sr. Change Analyst 2013 - 2013
. ECO Change Analyst supporting multiple World Wide cross function
Product teams / Divisions.
. Review ECOs, Deviations, BOMs and related Documents for accuracy /
adherence to standards.
. Determine ECO Approvers /Observers based on change content.
. Part and BOM creation.
. Insure Agile to Oracle Material/BOM data integrity.
Provided home care for parent with Alzheimer's
2012 - 2013
Lab126 (Amazon) - Cupertino, Ca
Sr. (Agile) Change Analyst
2011 - 2012
. Key Company-wide resource for master data maintenance and
escalation.
. Review ECOs, Deviations, Stop Shipments, BOMs and related Documents
for accuracy / adherence to standards.
. Compel and or perform Product Teams timely part setup and BOM
structure / release.
. Created / Maintain complex Excel Pivot Table Matrix used to derive
Change Object (ECO, MCO, Dev, Stop Ship) Workflow approvers /
Observers.
. Managed complex business systems projects to implementation,
capturing/understanding business processes and developing clear
business requirements/solutions.
. Departments LEAN Representative.
. 24/7 PLM Trouble Ticket resolution.
. Global Internal / External PLM User Training.
Apple Inc. - Cupertino, Ca
Agile Admin 2009 -
2010
. Agile (Java/Web) implementation team member / trainer representing
PCM function.
. Agile (PLM) Admin supporting Worldwide Product Lifecycle Management.
. UAT development /Regression Testing.
. Develop best practices through Agile Configuration / development of
document control policies and procedures.
. Off hours support of priority Agile/SAP trouble tickets.
Sr. Change Analyst
2003 - 2009
. Product ECO Analyst supporting Hardware & Software.
. Support cross-functional development project teams to bring various
Apple Products to release.
. Coordinate Part and Structure attributes with regional counterparts
in Americas, Europe, and Asia to attain global product release.
. Review, validate, and process Agile Change Requests, Change Orders,
and Manufacturing Change Orders & Deviations.
. Structured and maintained multi-level Configuration/Sales Modular
BOMs.
Nortel Networks - Santa Clara, Ca
Mgr., SAP Global (MM/PP) Sustaining Support
1999 - 2001
. Managed level 2 & 3, geographically distributed, worldwide
sustaining supports team.
. SAP Production Environment release /change control manager.
. New acquisition data migration / training manager
Sr. IT Business Systems Analyst, SAP (MM/PP)
1996 - 1999
. Sustaining Support
. Level 2 and Level 3 application support / trouble ticket
resolution.
. Service Level Agreement (SLA) development, implementation &
tracking.
. System enhancement request technical definition creation,
configuration, test and implementation
. Custom Report / External Sys Interface development.
. EDI implementation project leader
. SAP Implementation Support
. Business process re-engineering, analysis and design.
. SAP MM/PP Configuration owner.
. Custom reports, interfaces and utilities design specification and
testing
. Legacy data clean up (PDM implementation/conversion support).
. End user training development and instruction.
Nortel Networks - Santa Clara Ca -Cont'd
Production Control Manager
1993 - 1996
. Managed Staff of Materials Professionals (Production Planners &
Schedulers, Inv. Control Analysts and BOM Analyst).
. Responsible for internal and subcontractor production lines, Mfg
BOM, ECO implementation and new product introductions, as well a as
ERP (SAP Material Master) data integrity and Inventory Control in a
just-in-time environment.
. ISO 9001 Operations implementation manager (successfully achieved
certification 1995).
Inventory Control Manager
1991 - 1993
. Managed staff of 3 to 5 Inventory Control professionals
. Responsible for Work In Process, Main Stores and Finished Goods
cycle count process development, Inventory accuracy metrics and
closed loop corrective action, excess & obsolete inventory analysis
and material disposition, Material Review Board, Bi-annual ABC
analysis, Material purges, and annual physical inventory.
General Dynamics - Harlingen, Texas
Inventory Supervisor
1990 - 1991
. Supervised staff of 10 - 15 Stores Attendants in a multi-shift,
segregated inventory environment
. Responsible for maintenance of 7 -10 segregated company owned and
government owned (consigned) inventory locations, Kiting, Shortage
Reporting / Tracking, re-certification and re-supply of shelf life
material, and cycle counting
Sr. Configuration Control Analyst
1988 - 1990
. Responsible for configuration management of complex indenture
level BOM.
. Manufacturing change control, analysis and implementation of
Engineering Change Orders.
. Analysis of Work Orders insuring BOM/product structure
compliance/accuracy.
Weed Inst. Co. - Austin, Texas
Production Control Planner/Master Scheduler
1984 - 1988
. Responsible for sub assembly and final assembly master schedules.
. Responsible for raw material MRP, work order release and weekly
production meeting.
. Review/coordinated special orders with sales, engineering &
manufacturing.
Shipping/Receiving/Stores Supervisor
1982 - 1984
Information Storage Systems - Cupertino, Ca
Supervisor, Pre-production
1978 - 1982
Planner, Pre-production
1975 - 1978
Material Handler 1973 -
1975
Education/Training
ISO9000 Certified Auditor
1997
CPIM Certified- American Production & Inventory Control Society
1991
Austin Community College, Austin Texas
1984 - 1987
Mission College, Santa Clara California
1977 - 1982
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