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Customer Service Manager

Location:
Mexico City, D.F., Mexico
Posted:
October 03, 2014

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Resume:

C ARLOS F. P OSADAS

Add ress T u l t i t lan, Mexico.

c fprh@hotma i l.com Home: +52-551*******, Mobi le +521 553*******

BD: December/08/1970 Skype: cfp rskype

PROF ILE

Professional offering 25+ years of experience in:

Project Management T eam Building AS400 Development B usiness Analysis Process

I mprovement

C lient Service/Support & T raining Desktop Applications, Development & Implementation

Excellent communication and interpersonal skills. A lways able to interact with people from all

levels of the organization (internal and external).

Emphatic professional, f irst listen, then suggest. Enroll if needed.

Superior ability to t ranslate business’ requirements to document/technical specifications. 10+ years

of experience creating functional and technical specifications.

Continuously succeed in analyzing, developing, implementing and improving I T solutions

i n the pharmacy and retail sectors such as Mattel Toys, Gillette and Costco Wholesaler.

H igh performance in team building i n Mexico and across the entire Latin America Region.

Stick to policies and practices, strict while wearing “SOX” and “Change Coordinator” hats. Zero

deficiencies during the auditing process

Well organized, r isk-taker and change oriented professional. A lways use PMI methodology.

Superior analytical and coding skills. Recognized by colleagues and partners as “high-level”

p rogrammer. 24 years of experience in AS/400 programming (CL, RPG, I LE, FREE, SQL). 4 years of

experience in Visual basic and C# languages.

5 years of experience on ED I (X12 and AS2 protocols)

3 years of experience in Oracle Financials (Front end)

Real business pa rtner, a lways promoting “win to win” philosophy, also challenging

partners/customers to get their outmost potential. Able to lead and be led when needed.

“Hands on” professional, regardless my role and duties within the organization, I usually

assist/contribute to meet the business’ goals.

Succeeded while resolving complex business’ processes such as “Oracle Financials” and “Radio

F requency”.

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PROFESSIONAL EXPER IENCE

I T CONSULTANT – Mexico 2010-Present

- Led the analysis, development and implementation (JD Edwards) of some Interfaces (Order management process;

receiving, picking, on hand availability, etc.) between Singer Mexico and Zimag (3rd party logistics).

Key Achievements:

Speed up the order management process and ensured 100% of inventory accuracy.

Fact track learning of JDE.

- Led the development and implementation (AS400) of the Purchasing and Inventory systems (Data Base Upgrade)

- Led the analysis and development (AS/400) of the Non-saleable inventory process for COSTCO de Mexico.

- Led the analysis, design and development (AS/400) for the e-commerce portal for COSTCO de Mexico.

- Led the analysis, design and development for the Anti-laundering law for COSTCO de Mexico.

Key Achievements:

Avoided 100% of incorrect price list.

Improved inventory accuracy within the return process.

Ensured alignment to corporate calendar as well as to the local standards/procedures in terms of “ecommerce” practices.

Complied with the new “Anti Laundering” law.

- Implemented the Electronic Invoicing system for several customers in Mexico. Also performed various business’

process analysis in order to identify opportunity areas.

Key Achievements:

Avoided 100% of penalties risk.

Ensured alignment to the TAX office.

Provided the necessary elements to improve the order management process.

- Developed a desktop application (C#) for “Solloa Tello de Meneses y Cia” in order to issue Electronic Invoices

(massively)

Key Achievements:

Implemented under time and budget.

Reduced the processing time form 1 week to 30 minutes.

- Led the analysis, design and development of a desktop application (C#) for Lumen (stationery wholesaler) in

order to automatically feed SAP with the daily journal entries (sales, credit/debit notes etc.), issued in the

Electronic Invoicing software.

Key Achievements:

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Ensured journals are uploaded in SAP in a timely and accurate manner.

Avoided mistakes while manually entering the journals.

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I T MANAGER – M ATTEL TOYS, Mexico Nov/2006 - Jan/2010

- People Management, 9 people in Mexico and support 3 persons in the Latin America region.

- Managed budget for Capital and Expenses (2 MM USD in average).

- Defined Strategic plans for short, medium and long term, based on the goal defined.

- Active participation on the ISSC (International System Steering Committee).

- Defined the project portfolio for the Mexico s subsidiary and manage them through the Enterprise Portfolio

Management tool following PMI standards.

- Managed 300 users in the Mexico’s subsidiary and support 5 users across the region.

- Performed and supported the annual income auditing process for the Mexico’s subsidiary.

- Owner of Access Security and Segregation of Duties process. Perform/support the monthly, quarterly and yearly

SOX auditing process for the Latin America region.

- Regional Coordinator for the Mattel’s core system; Order Management, Inventories, Imports, Costing, Sales

Analysis, etc.)

- Regional Change Management Coordinator.

- Led the implementation of the Electronic Invoicing and EDI order processing systems.

Key Achievements:

Zero deficiencies in the SOX auditing as well as in the internal/external auditing process (PWC).

Budget reduction: 70% in telephony services and 30% in printing and copying services.

Networking, being an active member of the “International Steering Committee”.

Regional Change Coordinator, implementations done with zero deficiencies, ensuring 100% of the business continuity

(daily operation) for Mexico and the Latin America Region.

Process and system Design: with the implementation of systems such as EDI and Electronic Invoicing, the potential risk of

penalties (around USD100 per issued document) WAS 100% mitigated, the PO entry time was reduced by 90%. PO errors

reduced by 95%. Shipping process reached 99% of accuracy.

I T SUPERV ISOR – M ATTEL TOYS, Mexico Jan/2002-Oct/2006

- People management; defined staff’s performance development, carrier path and training plans, jointly with the IT

Manager.

- Controlled and supported the local Order Management and Finance applications.

- Provided coaching and feedback sessions to the Information Technology team.

- Member of the International AS/400 developers Network.

- Led the implementation of ORACLE Financials system for Mexico, Colombia and Venezuela.

- IT HR Regional Coordinator” role for Mexico and Latin America.

- Implementation of PeopleSoft system in coordination with Mattel USA.

- Successful Implementation of eTime system (access control) in Mexico, having automatic interface with the

Payroll System.

Key Achievements:

Reduction of 9 days (60% of the total) in the month’s end process.

Ensured worldwide developers were aligned in terms of standards and procedures.

Oracle financials was implemented under time and budget.

Recognized as “Key” resource for further ORACLE implementations.

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I T CONSULTANT – PORAVTIVE SOFTWARE, Mexico Nov/1999-Jan/2002

- Led and design a Windows-based Human Resources and Payroll system called “INGENIO”, including the fiscal

module for the Social Security tax calculation.

- Led the implementation of the Human Resources and Payroll system (INGENIO AS/400 version) for new

customers.

Key Achievements:

The definition of the tax module was significantly better than the system provided by the TAX authorities.

Reduction of 3 days (60% of the total) in the payroll weekly process..

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P ROJECT L EADER – G ILLETTE DE MEXICO, Mexico May/1992-Oct/1999

- Developed and led the implementation of the Order Management and Financial systems (AS/400): Invoicing,

Inventory, Purchase Orders, Fixed Assets, Financial Planning, Accounts Payable and Accounting.

- Developed and led the Implementation of the Payroll System.

- Led “Y2K” project.

- Supported the acquisition and the integration of Duracell Company, specifically in HR and Accounting

applications.

- Member of the team for the integration of “Union” process into the Gillette’s environment.

- Active participation on the IBM System 38 upgrade to AS400 platform

Key Achievements:

Ensured the daily operation while using the new developed systems.

Reduction of 96% in the payroll processing time.

Ensured streamlined integration of the Duracell’s operation.

S R. ANALYST – L ABORATORIOS TERRIER, Mexico Jan/1992-Apr/1992

- Administrated the Payroll and Sales Systems.

- Analyzed the Payroll System in order to improve the processing time

- Upgraded from an IBM System 36 to an AS400.

Key Achievements:

System upgraded accordingly to the plan.

Ensured the proper operation of the payroll and financial systems.

SR. ANALYST – PRODELMEX, Mexico Jan/1992-Apr/1992

- Designed, developed and maintained Financial and Order Management applications (Invoicing, Accounting, Cash

Flow),

- Member of the team for the migration of the applications from Apple to an IBM System 38.

Key Achievements:

System upgraded accordingly to the plan.

Ney system was developed under time and budget.

Reached 89% of reduction in the processing time (General Ledger).

EDUCATION

High Scholl Open system (2013)

Associate Programmer/Operator Technician ICM Mexico (1987 1989)

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PROFESSIONAL DEVELOPMENT

Course City Year

• MS Project 2007 Mexico D.F. 2009

• Open channel Mexico D.F. 2008

• Assertive Communication Mexico D.F. 2008

• Team Building Mexico D.F. 2008

• Coaching Mexico D.F. 2008

• Ethics and values Mexico D.F. 2008

• Fast start in Project Management Mexico D.F. 2007

• Mastering the Requirement Process Mexico D.F. 2007

• MS Project 2003 Mexico D.F. 2007

• Emotional Intelligence Mexico D.F. 2007

• English (Georgial, The Anglo, etc.) Mexico D.F. 2002-2006

• PMP (not certified) Mexico D.F. 2005

• Foundations of Leadership Mexico D.F. 2004

• PeopleSoft Mexico D.F. 2002

• Enterprise eTime software Buffalo, N,Y 2002

• COGNOS Impromptu Administration Mexico D.F. 1997

• Continuous Improvement Mexico D.F. 1995

• English (Private lessons) Mexico D.F. 1994-1996

• Xerox FDL/PDL Printer Programming Mexico D.F. 1992

• Total Quality Mexico D.F. 1992

• AS/400 Programming Mexico D.F. 1991

LANGUAGES

• English (80% in both, oral and writ ten)

TECHNICAL/MANAGERIAL SKILLS

Primary profile: IT Manager

Secondary profile: IT Business Specialist

• Soft Skills

• Strategic/Global Thinking.

• Risk Management.

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• Results and Change Oriented.

• Team Work/Building.

• Leadership.

• Coaching.

• Work under pressure.

• Analytical.

• P roactive.

• Customer Service Oriented.

• Continuous improvement.

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• Technical Skills

AS/400; MS Server 2008/2012;

Operating

Systems:

PMI, SLDC proficiency.

M ethodologies:

iSeries (PDM and JDE), Visual Studio 2010/2012.

Development

T ools:

Implementer, Turnover, Abstract.

Mainframe

T ools:

CL, RPG, RPGLE, I LE FREE, SQL, Visual Basic, C#, COBOL proficiency.

Coding

l anguages:

MS Office, MS Project and Visio

Softwa re:

Oracle Financials, People soft, Power Play, eTime

P roficiency on:

FTP, EDI (AS2).

N etwork

P rotocols:

iSeries, MS Server 2008/2012.

H a rdwa re:

D B2, SQL Server (2008, 2012), DBF.

Databases:

VirtualBox.

Vi r tualization:

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