Customer Service Project Manager

CHARLES STAPLES

**** ********** *** ********@*****.***

Aurora, Illinois Cell: 630-***-****

Highlights

* Comfortable communicating/presenting to all levels of the

organization; adept at tailoring the message to the audience.

* Ability to create and manage within annual spending/budgets

* Always seeking to improve process and maximize efficiency.

* Lead supplier negotiations, ensuring framework for a strategic

contractual relationship with limited risk

* 10+ years of experience working with an information systems

organization in project management, business analysis & Sourcing of

IT support.

* Negotiate contracts and agreements, including development and

commercial terms and conditions

* Broad knowledge of technology solutions and packaged / cloud-based

applications.

Working knowledge of: MS Word, MS Excel, MS Project, MS Power Point,

Visio, Snagit, Data Cubes, Pivot Tables, Track Plus, JIRA, Share

Point,

Career History

Catamaran - Schaumburg Ill November 2012 - December 2013

AS 400 Production Supervisor

. Managed 11 Techs 24X7 365 for AS400 production team.

. Implemented procedures for daily and weekly backups for the AS400

Systems.

. Liaised between the Business units and Clients to fix production

issues.

. Responsible for production Service Now tickets.

. Maintained User ID security for developer production access.

. Developing relationships with senior leadership

Synovate - Chicago IL October 2005 - October 2012

IT Procurement & Telecommunications Manager

. Reduced Laptop packages and capital expenditures by 57% within 6

months of taking control of accounts

. Reduced wireless spending by 30% within 8 months of taking control of

accounts

. Negotiated a $100k rebate from Quest Communications over 2 years as

well as reduced company spend on account.

. Reduced overall telecoms spend by $300k per year for 4 years by

reviewing spending habits and negotiating better rates.

. Developed of the Strategic Sourcing plan to outsource our

Telecommunications support throughout our 15 offices in North America

Saving $200,000 a year

. Direct responsibility for contract negotiations for Data Centers for

Servers and network operations for a $4.5 million dollar budget a

year.

. Experience managing the RFP process for software and technology

services

. Within the first three months on the job I reduced T-Mobile bill from

$5,500 per mo. to $1,000 per mo.

. Negotiated the Microsoft EA renewal, Oracle ERP & Trend software

agreement for a 2 year deal for a saving of $500,000 dollars.

Empire Today, LLC - Skokie, IL May 2002 - February 2005

Infrastructure Manager

Led a team of contractors, project managers and technicians to design

and implement a 26-market network upgrade throughout the nation under

budget and on time.

Developed a System where all circuits were terminated in the same

month for easy management of costs.

Built a new call center in Junction City, KS by sourcing out the

cabling labor and built out to saving over $100,000.

Developed a sourcing strategy to Implemented the roll out to the Cisco

VOIP solution in over 26 Markets.

Reduced $80k mobile telephone expenses by 25% in 8 months.

. Proficient knowledge of managing Cisco Routers and Switches and

telecommunications in a multi office environment.

Responsibilities included creating budgets for telecommunications

department to include data and telecommunications charges for 26

markets.

Cypress Communications - Chicago, IL May 2000 - February 22,

2002

Operations Manager

. Successfully managed bid analysis, cost containment, and efficient

installations by union contractors and Cypress Technicians.

. Purchased all cabling and tools for technicians for four cities while

reducing spend by 10%.

. Instituted training for all the systems analyst & customer service

reps in all markets.

. Lowered install cost by 20% saving the company $15,000 a month.

First Health - Downers Grove, IL February 1999 - May 2000

Corporate Telecommunications Manager

. Managed 10 people in 4 major cities in all corporate

telecommunications and Multimedia activities.

. Managed all helpdesk activity in 4 Major Markets that exceeded 3000

MACs per year.

. Created budgets for telecommunications, operating under budget

consistently with delivery of quality customer service.

. Over saw all new technology purchasing, vendor negotiating and budget

creation for 8 call centers in the 4 Major Markets at First Health.

Bank One/AT&T - Chicago, IL January 1998 - February 1999

Project Manager

. Consulted with clients on telecommunications and network needs.

. Coordinated with Corporate Real-estate, IT and vendors to establish

implementation target dates.

. Planned and assisted in the installation of two new network segments

to an existing network.

. Managed project budgets, reported results to Regional Project Manager.

Ensure standards were maintained and followed, and develop site

documentation.

. Provided post-implementation Project review.

. Installed service centers in all Bank One banks in Wisconsin and

Illinois.

. Worked with Databases PLTD, LCAT and iMPACT as input tools

Motorola, Inc - Schaumburg, IL March 1984 - January

1998

Telecommunications Supervisor

. Managed the operations of all voice processing and data communications

systems operating on AT&T Definity Generic 3R, Audix Voicemail System,

Call Management System, Cisco Routers and Synoptics Concentrators.

. Annually coordinated 800 to 1,000 voice and data MAC requests to

minimize service interruptions and to maximize productivity.

. Successfully managed coding and submission of all telecom bills.

. Recipient of three overachiever awards.

. Audited and created controls for Moore Business Forms invoicing

resulting in a $50,000 cost saving.

. Consolidated and removed old data processing equipment saving Motorola

$70,000 in annual leases, maintenance, and line charges.

. Led the renegotiation of the AT&T switch service contract resulting in

$48,000 annual savings.

EDUCATIONAL BACKGROUND

Elmhurst College B.A. Major: Communications; Minor: Accounting

College of DuPage A.A. Major: Management

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