Software Support Manager/Director

TARGETING

MANAGEMENT

I am eager to showcase an aptitude for troubleshooting, project management and leadership management in a new role. Prepared to pursue continuing education opportunities, and determined to succeed.

CORE SKILLS & COMPETENCIES

Technical Management

Performance Assessment

Professional Development

Requirements Analysis

Verbal & Written Communication

Multidisciplinary Leadership

Lean Resource Management

Executive Client Consultation

Troubleshooting

Software Implementation

Project Management

Data Warehousing Software

PROFESSIONAL EXPERIENCE

CONSULTANT/PROJECT MANAGER Cantactix Solutions, Inc. 2013 – 2015

Worked as an implementation consultant installing and configuring software as well as preparing business documentation specific to the customer involved. Also managed several projects to successful conclusion as well as contract extensions. All projects were completed on time and several were under budget.

Notable Contributions & Responsibilities:

Managed and controlled project timeframes, budgets and documentation to facilitate the implementation and upgrade of Category Management software systems. Served as a vital contact for companies including supermarket chains, food conglomerates, health & beauty companies, and energy service providers.

Controlled expenses and times to come in 30% under budget and ahead of schedule

Built and maintained strong team cohesion in teams assigned to various projects, with associates including business analysts and software developers. Remain in constant communication with account executives and other Steering Committee members.

Liaised regularly with client representatives, conveying highly technical project information to executive stakeholders in clear and manageable language.

Participated in consultative kick-off meetings with clients, acquiring needs for requirements documentation and scope of work. Provided a clear outline of installation, configuration and resource requirements, while maintaining continuous communication with clients.

Offered weekly status updates to clients on resource use, budgets, and timelines. Exercised skill set in lean resource management during bi-weekly team meetings to determine ideal avenues to improve resource and time efficiency.

Encouraged the use of pre-existing software created by team members instead of recreating various software updates and upgrades from scratch, resulting in 40% time and budget savings.

MANAGER GLOBAL SUPPORT JDA Software, Inc. 2005 – 2013

Managed a support team governing the Intactix suite of software. Oversaw Dallas-based team, interacting regularly with teams in Arizona, Australia and the UK. Shared international experience with global teams during meetings and conferences to drive improvement of support processes.

Notable Accomplishments & Responsibilities as Manager of Global Support:

Led a team of software developers, software subject matter experts, and front-line support, technical and functional analysts. Maintained holistic awareness of team members’ individual expertise and skill sets, providing tailor-made performance assessments to determine avenues for upward growth.

Supported the Intactix suite of category management software including tools in floor plan layout, space planning, planograms, and data warehousing. Maintained constant drive toward customer satisfaction, with Dallas team serving as a hallmark for customer experience.

Governed a team handling one of the highest volumes of support tickets in JDA, offering continuous front-line phone-based communication with clients, aiming for timely resolution of software and service issues.

Coordinated meetings to generate excitement and momentum around service delivery and support, with team engagement leading to 94% customer satisfaction. Instilled a spirit of relationship development to establish familiarity with respected clients, and become trusted advisors.

Implemented a web portal resource for first-contact with customers. Drove momentum toward 85% during a multi-departmental competition to increase in use of this resource, with Intactix product team earning victory through team-wide ownership and incentives.

Collaborated with a global team to define new training for support teams worldwide. New program involved innovative lines of deductive reason to determine the root cause of problems and issues. Delivered this training in Australia, and in the US in Atlanta, Arizona, and Dallas.

Conducted thorough performance assessment of team members, identifying areas of excellence and shortcoming and encouraging continued internal education. Served as a valuable mentor and coach.

SENIOR TECHNICAL ANALYST JDA Software, Inc. 2000 – 2005

Drew upon a career of database experience to serve as technical expert on data warehousing software.

Provided front-line support for JDA/Intactix data warehousing and other applications, resolving escalated technical issues by recreating the customer’s environment through SQL or Oracle software to simulate and resolve the root cause of problems.

Demonstrated excellence in identifying and resolving software and operating issues for consumers. Translated non-technical depiction of system issues to actionable information.

Recognized within Dallas team and in international teams as a product expert in data warehousing, serving as a point of contact worldwide. Excellence in this area resulted in swift upward transition.

Earlier Noteworthy Experience:

Technical Support Analyst ACS Retail Solutions 1999 – 2000

Business Owner Dent Magic (Paintless Dent Removal) 1996 – 1999

FORMAL EDUCATION & PROFESSIONAL DEVELOPMENT

Studies in Business Administration and Engineering West Valley College – Campbell, CA

Studies in Business and Programming Pima College – Tucson, AZ

Course in Technical Drawing San Jose City College – San Jose, CA

Professional Development:

With JDA: Essential Facilitation, Facilitative Leadership 7 Habits of Highly Effective Managers

Fundamentals of Finance and Accounting University of Pennsylvania, Wharton School

Legal Aspects of Purchasing Arizona State University

Working with People Texas Tech University

With IBM: Basic and Advanced Transportation Competitive Proposals Marketing Training Financial Marketing

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