Customer Service Manager
Resume:
ANN MARIE RAMBARAN
# ** *** **** ****** *********, Trinidad, West Indies
E-mail:*********@****.***.**
868-***-**** (m) 868-***-**** (h)
Summary of Qualifications
Information Communications Technology Manager with more than 30 years of responsibilities in technical and non-technical
leadership, computer technology, business critical t argets management and project management. Proficient in research, analysis
planning and development of strategies for c ontinuous business growth and competitive advantage. Expertise in the Procurement
and Evaluation processes f or goods and services . Overs eered multiple projects, optimized human, t echnological and fiscal
resources within budget and tight timelines . Expertise in both social and technological networki ng concepts, TCP/IP protocol, network
security and Supervisory Control and Data Acquisition ( SCADA). Administered the installation and setup of primary and secondary
firewalls, knowledge of Virtual Private Networks ( VPN), Remote Access and bandwidth management. Knowledge in Geographic
Information Systems (GIS), . Net, Bar Code, payment gateway for e-commerce, PowerBuilder, SQL Windows and Centura, A CL
software for analysis and auditing functionalities, Mc Afee Suite of anti -virus and anti-spyware suite of software applications .
Knowledge and ability to c oach and mentor manpower resources in a dynamic unionized environment.
Academic Qualification
BSc. (Hons) Computing, Information Systems And Information Technology, University Of London
Professional Certifications
1) Diploma Personnel Management & Industrial Relations : The College of Professional Management
2) Diploma Computers in Modern Management : The College of Professional Management
3) Diploma Business Management/Administration : The College of professional Management
Training
1) Information Technology Project Management – Principles and Practices – Trinidad and Tobago Institute of Technology
2) Finance for Non-Finance Managers (U niversity of the West Indies )
3) The 7 Habits of Highly Effective People : Franklin Covey
4) The 4 Roles of Leadership: Franklin Covey
5) The Luminary Series Event Principles of Leadership: From Effectiveness to Greatness
6) Oracle Reports V2.5
7) Oracle 7: Database Administration
8) Oracle 7 Performance Tuning
9) Introduction to Oracle 7
Work Experience
Ernest & Young [ 2014 January - May 2014]
External Consultant - Information and Communications Technology (ICT)
Provide Information and Com munication Technology (ICT) subject matter resource expertise r elated to leading practices in the
utility industry, specific but not limited to the Trinidad & Tobago experiences with the water and wastewater infrastructure
Conduct workshops for change man agement for the Barbados Water Authority
Conduct SWOT Analysis for the IT Department at Barbados Water Utility
Conduct multiple workshop sessions f or business process mapping
Develop Standard Operating Procedures for the IT Department at Barbados Water Uti lity
Develop Database Backup and Recovery Strategies
Develop Business Continuity Plan
Develop Strategic Plans for (Supervisory Control and Data Acquisition ) SCADA Consolidation and Bulk Metering
Develop a SCADA Design Guide for acceptance and Handover
Develop the requirements specifications for the conduct of an ethical hack
Achievements
Effectively administered multi-disciplinary functionalities and multi -billion funding for the IDB projects undertaken by Barbados Water
Authority
Water and Sewerage Aut hority [1981- 2013]
General Manager, Deputy General Manager, Corporate Services ( Ag.) [Periodic]
Develop ed and managed strategic multi-million investment plans for the Authority using broad goals such as levels of service,
demands forecasts, environmental standards
Direct Supervision of 12 s enior management (private payroll) staff in multi-disciplinary functionalities inclusive but not limited to
Management Information Systems, Security Services, Purchasing and Stores, Logistics, Transport Services, Facilities
ANN MARIE RAMBARAN
# 64 New City Avenue Marabella, Trinidad, West Indies
E-mail:*********@****.***.**
868-***-**** (m) 868-***-**** (h)
Management Services (schedule work hours f or shift and on-call staff, approve leave requests, resolve conflicts, complete
performance evaluations and resolve problems with payroll inter alia)
Managed Direct liaison with Finance and Corporate Business Planners external and internal to the Authority
Achievements
Effectively administer ed multi-disciplinary functionalities with fiscal and manpower r esources in excess of 350 monthly, weekly and
daily paid employees in an active unionized organization at an Executive level
Manager IT Development & Strategy [2000- 2013]
Formulated Information and Communications Technologies (ICT) Strategies in keeping with the Business Plans of the Authority
Overseer ed and monitored Progress against Strategic Business Plans
Maintained awareness of market intelligence data in order to enable identification and evaluation of product developments,
which may be of benefit to Authority in the immediate and short- long term
Project Managed new projects
Managed the Tendering Pr ocess from invitation to bid to the award of contract f or several simultaneous projects
Maintained effective liaison and consultation at all levels in the organizat ion and with external institutions
Advised and prepared t he appropriate documentation on implementation of Capital Investment Programmes and Investment
Planning Models: (Budget and Forecasting, Departmental Capex, Minor/Major Capex, GORTT Funding, IADB or other funding
agencies)
Achievements
Successfully m anaged t he Strategy Development Team: 7 monthly paid and 3 contract employees (assign ed/delegated r outine
and non-routine work assignments, coached, mentored, advised, guided and motivated each staff member on a daily basis or as
when appropriate, approved leave requests, resolved c onflicts, conduct ed performance evaluations and resolved any manpower
resources issues)
Successfully institutionalized the 3- 5 year ICT Strategy Plan for the Authority
Developed Business Cases and Benefit Realization Standards consistent with the ICT Plan
Developed and conducted presentations to Executive Management and Board of Commissioners for the investment in new and
emerging technologies
Developed Public and Selective Tender Documents and managed the procurement and implementation processes for the
acquisition of new technologies inclusive of: e- Auction, e-Procurement, e- Voice, SharePoint, Document Management System,
Voice Over Internet Protocol (VoIP), Active Directory, Installation of the Primary (Checkpoint) and Secondary (ISA) Firewalls,
Active Directory, Ethical Hack, Fleet Management System with GPRS (Power Trak3), Call Centre Management System with
voice recording, upgrade of the PBX system, Cash remittance System, Bill Print Management Solution, Domestic and Industrial
Metering management System, Help D esk Management System, Disaster and Recovery Assessment inter alia
Developed Strategies and Policies for continuous ICT Governance
Designed, acquired and implemented Access and Control Management System with finger print and palm imaging
Acquired and implemented a Fire Alarm and Monitoring System
Developed Train the Trainer programmes inclusive of instructing employees at strategic, supervisory and operational categories
while using audiovisual aids and other materials to supplement presentations, prepares and follows teaching outline for course of
study and assigned lessons, records results and issues reports to inform employees of their progress
Managed multiple local and international vendors and contracted resources in the delivery of goods and services as appropriate
Supervisory Control and Data Acquisition ( SCADA) Consolidation (inclusive to the standardization of PLCs, HMI, RTUs) and
integration with the Corporate Network
Acquisition and Implementation of a Real Time Water Quality Monitoring System and integration with the Corporate Network
Documentation of new policies and procedures
Planned, organized and hosted several Change Management Sessions where employees were affected with the replacement of
paper based systems with computer technology
Developed and evaluated public Tender Documents and chaired a multi- disciplinary, executive, supervisory and operational
t eam to make a recommendation to award f or the Enterprise Resource Management System (ERP)
Acquisition and implementation of AutoCAD/Autodesk for Geographic Information Systems (GIS), Mc Afee suite of anti - virus,
anti-spy suite of software applications
Acquisition and implementation ACL software for analysis and auditing
Acquisition and implementation of Bar Code 3/9 Font Sets, Post Script bar c ode with checksum digit,
Acquisition and implementation Skywire, payment gateway NOVO for e-commerce,
Acquisition and implementation ESRI ArcInfo, Docuflex, WatNet, H20 for network modeling
Acquisition and implementation Internet Protocol Contact Cente r (IPCC), Computer Telephony Integration (CTI) and Interactive
Voice Response (IVR) systems to effect - automated customer self-service options including fax on demand bills etc.
ANN MARIE RAMBARAN
# 64 New City Avenue Marabella, Trinidad, West Indies
E-mail:*********@****.***.**
868-***-**** (m) 868-***-**** (h)
Manager Customer Business Services [ 1998-2000]
Conducted the decentralization of the satellite customer service centers
Daily monitoring of the Billing System
Ensured the adherence t o approved Customer Accounting Policies and Procedures
Developed measures to ensure timely delivery of bills to customer and that adequate policies an d procedures exist for other
services, including new services, rechargeable, works, etc.
Initiated communications with the Director of Finance and Internal Audit as regards significant policy decisions within the
Department
Maintained adequate analyses of customer service processes, outputs, deliveries and customer satisfaction
Achievements
Managed at least 105 central and decentralized permanent and 45 contracted staff members (assistant managers, supervisors,
clerical and field officers)
Achieved proper and reliable Billing of metered, non-metered, industrial, commercial, cottage and domestic c ustomers on a
daily, fortnightly,monthly and quarterly basis ( 385,000 domestic, 12,000 metered industrial,domestic and commercial)
Efficiently m aintained the Authority’s operating self-sufficiency by managing an appropriate r evenue c ollections via adequate
disconnection policies, 13 customer collection centers and by generally facilitating customer payments in a timely manner
Established and maintained an effective Customer Complaints Department
Established and maintained a Debt Recovery Section to ensure timely payment of bills and advised on new initiatives to be
employed to secure revenue
Developed and implemented customer service strategies for the Authority
Developed and implemented of operational policies, process descriptions and guidelines
Manager Customer Information Systems [1997- 2000]
Monitored customer views on the quality of service delivered and take corrective action where necessary
Led project t eams implementing new applications and new technologies
Developed and implement training programmes to ensure proper use of systems
Advised on the development and maintenance of the Information Systems Procedures Manual
Appraised, advised and reviewed perf ormances of staff
Achievements
Efficiently managed the Customer Information Team of 12 permanent and 5 contracted IT professionals of all levels from Help
Desk to Senior Level Programmers in the design, development and implementation of the in - house built Customer Information
System
Identified opportunities to use technology to change business processes, which would make WASA a more efficient and effective
customer oriented entity
Successfully implemented a Cash Remittance System (POS) and migrated from a paper base receipt to a computer generated
receipt
Implemented a fully automated one stop shop for Bill Printing ( print bills cyclic, automatic folding of bills and stuffing i nto an
envelope without human interference) decrease staff from 11 permanent / temporary staff to 2 permanent employees
Implemented and maintained agreed customer service standards, practices and guidelines
Reengineer ed Debt Recovery Business Module
Develop ed Technical / User manual
Analyzed, developed and implemented the Billing and Adjustment modules
Develop ed and c onduct ed Train the Trainer programmes for the Billing and Adjustment module
Systems /Database Administrator [1996- 1997]
Created and maintained Application D atabases on servers with Oracle 7
Supported Oracle Databases and overall System Administration
Administer ed and ensured Database Security
Administer ed all operating system (o/s) version upgrades
Controlled Computer Systems and database access by introducing password protection and policy guideline for password
changes and maintenance
Developed, tested, documented and maintained the backup and recovery procedures and continually update a comprehensive
disaster recovery plan for all systems
ANN MARIE RAMBARAN
# 64 New City Avenue Marabella, Trinidad, West Indies
E-mail:*********@****.***.**
868-***-**** (m) 868-***-**** (h)
Updated the fully tested and authorized systems into the production environmen t
Initiated start up, shut down and recovery of servers and databases
Managed and provided support for a 5-server Windows 2003 network with 300+ clients across the Authority
Upgraded and configured network equipment ( servers, hubs, switches and routers) f or use on operational networks
Installed and troubleshoot Windows 2003 Servers, Cisco Routers and Exchange Servers
Provided support in resolving PC, printer and network problems either on site or over the telephone
Configured and implemented Remote Access Solutions (RAS), VPN, dial-up and Fractional T1 backbones
Achievements
Successfully migrated servers, routers, switches, databases for the Year 2000 (Y2K upgrade)
Migrated from a legacy electronic data processing system ( EDP) to Client/Server Technology
Trained non- IT personnel of all levels to use basic computer and application training inclusive of MS Office organization - wide
and achieved significant comfort in their use of a desktop computer
Introduced and managed Wide Area Network (WAN) and Local Ar ea Network (LAN) organization-wide to 3 Regional
Administration Offices. Provided on-site support t o each regional locations for network troubleshooting as and when necessary
Designed and implemented network infrastructure for clients across the organizati on
Hands- on experience in a wide range of servers and operating systems; including Windows NT/2000 – Active Directory and
Solaris Unix
Installed and configured DHCP Client/Servers for WIN 2003, UNIX and XP networks
Installed and configured MS Exchange serv ers and Veritas Backup software
Hands- on experience in the development of database applications in Oracle, Ms Access, FoxPro, C++, Cobol
Successfully manages Exchange Servers including setup, configuration and maintenance of e - mail accounts
Created, documented and maintained corporate databases on client-server such as Customer Information System (CIS),
Maximo, Storms, Alcie, HRPlus etc
Established a documented updated database and Computer Systems Configuration Directory/Library
Evaluated and recommended C omputer Server enhancements inclusive of migrating to thin clients and introducing new server
t echnology
Maintained all computer and networking equipment while effectively reducing downtime
Clerk 1; Data Entry Operator; Clerk 11;Analyst/Programmer [1981 -1996]
Professional Affiliations
American Society for Quality (ASQ)
Microsoft Certified Professional (MCP)
Project Management Institute (PMI)
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