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Manager Customer Service

Location:
San Jose, CA
Posted:
March 04, 2014

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Resume:

Robert C. D'Anna CPIM Home: ***-***-

****

**** *** ***** ** ****:

408-***-****

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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