Customer Service Manager

Karl P. Belofsky

*** ******** ***** ******, ** **202

Home: 330-***-**** Email: ********@*****.***

SUMMARY:

Highly action oriented IT management professional with a proven background

of leading teams, building organizations and managing large scale projects.

I excel in delivering solutions for large scale organizations. I have

lead teams of 10 - 25 individuals both on shore and off shore to deliver

business outcomes that align with company objectives.

PROFESSIONAL EXPERIENCE:

Manager Applications, Business Integration Canada

LBrands - Canadian Division of Bath & Body Works

(May 2013 to Present)

Responsible for the strategic technology roadmap and tactical operations

for Lbrands Canada. The division generates $222.8 million in annual

revenue.

. Manage application development and support of PeopleSoft (HRMS &

Financial), Epicor (Merchandising, Sales Audit, Warehouse Management,

Planning & BI), Point of Sale (POS), Reporting, Data Warehousing and

Data Base Administration

. Lead functional and technical development sessions, system analysis,

QA and implementation plans for steady state and break fix.

Initiatives completed include: Upgrading of the POS operating

systems, leading the effort in Canada to migrate 146 La Senza stores

onto the SRP platform, implementation of advanced security and system

monitoring software and the implementation of a disaster recovery

program and plan.

. Developed operational metrics and procedures to actively monitor

Service Level Agreements (SLAs). Act as single point of escalation

. Charged with completing performance evaluations and associate career

development

. Partner with line of business and technology leadership to develop the

annual product roadmap and negotiated tradeoffs to meet critical

organizational deadlines

. Negotiate with vendors with a focus on SLAs, business terms and

deliverables

. Lead the company program for Canadian Anti-Spam Legislation (CASL) for

Bath & Body Works Canada

. Act as the liaison to translate business requirements into a technical

delivery plan

. Responsible for establishing delivery timelines, resource plans while

be expected to deliver on time, on budget and with zero defects

. Establish the operating mechanism to provide regular and proactive

updates to executive management on projects and issues

Sr. Consultant / Implementation Manager

SDLC Partners, L.P. (December 2012 to

May 2013)

Managed a team of technical resources tasked with the delivery of decision

support systems and training development/delivery.

. Managed the development of BI standards for SDLC.

. Led joint application development sessions to define requirements from

users.

. Cultivated and managed vendor relationships.

. Charged with technical oversight and implementation management.

. Managed the delivery for systems through the full project lifecycle.

. Led the development and delivery of IT training programs.

. Managed staff and resource allocation plans for the BI development and

training teams.

Business Intelligence Application Lead / Cognos Training Manager

Goodyear Tire & Rubber Company (May 2006 to July

2011)

Managed a team of onsite and off shore technical resources focused on the

delivery of decision support systems for a global user base.

. Led the development of global BI standards for Goodyear operations.

. Managed the delivery of systems through the full project lifecycle.

. Led joint application development sessions to define requirements from

users.

. Hosted workshops for Enterprise Data Warehouse (EDW) organization to

train users on data models, data architecture and system use.

. Managed the developed and implementation of Web based training

programs to facilitate distributed learning to our global workforce

saving the company in excess of $675,000.

. Managed staff and resource allocation plans for the BI development and

training teams.

. Published knowledge articles for the Goodyear Online (GO page) portal

on the EDW.

. Lead Cognos Center of Excellence (COE) which defined standards, best

practices and data governance routines.

. Lead proof of concept projects to deliver data to remote employees via

mobile handsets.

. Delivered training programs to prepare the global helpdesk for system

upgrades and migrations. Programs included web based training, onsite

technical training, trouble shooting guides and writing all

communications.

. Reported project status to executive management communicating

schedule, cost, issues and risks.

. Improved the operational effectiveness of the EDW by identifying

inefficiencies and implementing revised standards/procedures to

improve user experience and eliminate the need for additional capital

expenditure.

. Identified training deficiencies and implemented a major overhaul to

the training program. Including, but not limited to, developing a

self guided user training model which reduced overall training time by

25% and improved call center efficiency by reducing call volume.

Karl P. Belofsky Page 2

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Data Base Administrator / Cognos BI Manager

Northrop Grumman - Mission Systems Division (February 2005 to

April 2006)

I managed a team of eight fulltime employees and two contractors.

Responsible for the design and delivery of a U.S. Government reporting

system managing a 2.2 million dollar budget.

. Developed and managed the communication plan to inform clients and

management of project status.

. Managed the Cognos development & training teams performing annual

reviews, salary recommendations and employee ratings.

. Primary escalation point of contact for the project.

. Converted a legacy reporting system into the Cognos platform migrating

75 reports and 3,500 users.

. Handled project management deliverables including project scope,

schedules and change management routines.

. Managed the development of the data model and the system architecture.

. Responsible for verifying and obtaining sign off on contract

deliverables.

. Led a cross functional team to interface with the Project Management

Office (PMO) to gather new reporting requirements.

. Managed the development and delivery of a customized training program

which facilitated the roll out of the new reporting system. The

training provided tools to allow users to compare and contrast the

legacy workflows to the new system.

Lead Software Engineer / Cognos BI Manager

AOL - Warehousing & Reporting Group (August 1998 to

December 2004)

I managed a team of 16 contractors and five fulltime employees. I

successfully built from the ground up a reporting system to allow insight

into AOL's major income stream of advertising. I successfully managed a 3.5

million dollar budget.

. Functioned as Team Leader for all Cognos and Business Objects matters

for all of AOL.

. Interfaced with various departments to gather report requirements and

deliver reporting solutions.

. Led the creation of a corporate-wide fully-functioning Cognos

reporting solution.

. Acted as the Helpdesk for all Cognos & Business Objects questions from

developers and the user community.

. Tasked with installing, maintaining, supporting and administering both

Cognos & Business Objects.

. Developed a graphical user interface for reports, PowerCubes, Software

downloads and help files.

. Charged with automating the running of all lengthy reports.

. Developed and delivered a company wide training program. Including

identifying deficiencies and implementing a customized training plan

and tracking system for worldwide users.

. Handled all project management work including implementations and

software upgrades.

. Led all Cognos issues such as additional software purchases, support

issues and contract negotiations.

. Managed AOL's initiative in evaluating all possible third-party

software solutions to replace Cognos.

. Led the migrations of all Cognos reporting solutions to the Business

Objects suite.

. Responsible for full project lifecycle management.

. Member of the Emergency Response team to assist with disaster

preparedness and prevention.

Technical Business Consultant

Cognos Corporation (May 1996 to

August 1998)

Head trainer for the Washington, DC sales office and responsible for

helping close the largest ever Cognos contract at the time.

. Developed individualized strategies for deployment and success of all

Cognos Business Intelligence (BI) products for a wide variety of

clients.

. Worked with BI products including: PowerPlay client server & Web (OLAP

tool), Impromptu client server & Web (AD-HOC query tool), 4thought

(Forecasting/Modeling tool), Scenario (Data Mining tool), DataMerchant

(Data Merchandising over the Web).

. Delivered pre- and post-sales consulting including long-term rollout

of products and associated infrastructure.

. Managed team-reporting efforts utilizing Cognos and clientele.

. Reviewed new product classes during development, advising on content

and organization and aided in the development of courses and materials

for Cognos courses and customized classes using customer data.

. Traveled internationally to support efforts in Israel, Turkey,

England, and Belgium.

. Implemented mentoring program to acclimate new employees to training

and consulting duties.

. Recognized as 1996 MVP of Training for a 25-state region.

Network Technical Engineer

Sprint - Domestic Division (June 1995 to May

1996)

I was successful at developing Continuous Improvement plans and data

analysis.

. Designed and conducted courses to teach business applications of

computer software.

. Provided frequent assistance in director-level logistical analysis

projects.

. Responsible for production and interpretation of SPC and other charts.

. Evaluated charts to recognize potential and provide re-engineering

suggestions.

. Analyzed and recommended improvements for all Public Data Service

Center processes.

. Provide work-in-process analysis to increase efficiency and promote

office automation.

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Government Service Representative (GSR)

Sprint - Government Systems Division (June 1993 to June

1995)

I was the team leader for the House of Representatives for the Sprint

Government Systems which included three on-site personnel.

. Accountable for ensuring customer satisfaction by recognizing and

servicing the

complex needs of Federal Government Agencies per the FTS 2000

contract, using

sophisticated, technically-advanced products.

. Responsible for the administration and coordination of service and

customer account

maintenance issues.

. Received incoming support calls and customer service requests ensuring

contractual

compliance.

. Responsible for status reports to customers and Sprint personnel as

required by departmental policies.

. Received Sprint Bronze Award - 1993 and 1994. Recognized for providing

exceptional

customer service to various government agencies.

EDUCATION & COMMUNITY:

Emory and Henry College: Emory, VA

BA in Mass Communications: extensive Information Systems coursework

Committee member of Boy Scout Troop 444 (Eagle Scout)

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