Manager Management
Resume:
Oden Gonzalez
Fayetteville, GA *0214
Tel: 770-***-**** – Mobile: 404-***-****
Email: *******@*********.***
LinkedIn URL: https://www.linkedin.com/in/oden-gonzalez-3b80391https://www.linkedin.com/profile/public-profile-settings?trk=prof-edit-edit-public_profile
SUMMARY:
Experience in business, project management, systems, education and training. Specialize in management, coaching, quality management and development of custom education programs.
SKILLS:
Consulting, Project Planning / Execution Time Management, Scope Management, Communication, Resource Management (People and Materials), Team Building, Quality Assurance, Quality Control, Analysis / Problem Solving, Warehouse & Inventory Control Management, Exposure to International Business Markets, Capacity Planning, Microsoft Windows, Communication Protocol (TCP/IP), CRM (SalesForce), Business Objects XI, Share Point, Knowledge of relational database systems, Object Oriented Programming and web application development, Search Engine Optimization process, Forms Design WYSYWIG, Microsoft Office, Microsoft Project, Microsoft Excel, Microsoft Power Point, MS-Internet Explorer, Set up and Maintain Computer Networks, Technical Training, Fluent English and Spanish
EXPERIENCE:
10/2012 to 12/2015 – YP (Yellow Pages) Digital Operations Tucker
Regional Operations Manager - Direct Marketing
Directly supervises a staff of B level managers including: Area Manager, Managers – Initial Create Team and Professional Services Team.
Support Sales, Direct Marketing Managers and Area Managers for the Southeast Region of YP.
Responsible for delivering projects against scope, budget, and customer expectations.
Developed and managed implementation process for southeast region and served as liaison between engineering, implementation, sales and senior management.
Monitor project risks and scope, identify potential problems and proactively develop solutions to address them.
Escalate issues that may impact operations and produce stage plans, reports in order to provide strategic direction during the implementation stages.
Coordinates with internal and external suppliers for hiring and termination of manager direct reports based on approval of the Group Manager.
10/2007 to 09/2012 - AT&T Internet Operations Group –Midtown Atlanta
WEB Area Consulting Manager
Directly supervises a staff of Web Developers, Copywriters, Area Manager, Consultants, and Professional Services Team.
Manage daily production, implementation and delivery for specialized Internet products requiring HTML/CSS practices, and graphical design for the Yellow Pages Internet Operations Group.
Coaches and develops Web Consultants, Change Facilitators to ensure individual accuracy, quality and production requirements.
Reviews and documents performance of direct report ensures adherence to company policies, specifications, and ethics with regard to employee conduct and quality of work.
Coordinates with the Procedures productivity and implement strategies as necessary to enhance service quality and customer satisfaction.
Oversees the delivery of projects and ensures development and compliance of project management methodologies; or oversees the delivery of system and soft-skill training and documentation of processes and procedures.
08/2005 to 10/2007 - Cingular Wireless Norcross, GA
Business Controls Manager
Monitors the change control processes and serve as the primary point of contact for system issues/enhancement requests between the business group and the support organization.
Coordinate user acceptance testing and communicate system outages, new releases to users.
Assist in Department audit activities to ensure SOX (Sarbanes-Oxley) compliance.
Develops, interprets and implements company policy regarding daily network real estate administration practices.
Provide support for initiatives on transition project as needed.
Provide project management on special projects.
Track all hardware for the Department and ensures proper redeployment as needed.
Works with all functional groups to determine ways to improve operational effectiveness at both the field and HQ level.
12/2004 – 08/2005 - PENITUS SOLUTIONS LLC
Riverdale, GA
Senior Partner - Manager of Operations
Responsible for all operational aspects of the business including Sales, Customer Care, Services and Training.
Responsible for recruiting and growth of the consulting organization at the regional level.
Responsible for staff/account management and prioritization and forecasting.
Responsible for installing and maintaining computer networks.
Develop professional service offerings.
7/2003 - 12/2004 - HARBOR PAYMENTS Inc.
Atlanta, GA
Director of Tech Support, Call Center and Professional Services
Responsible for the development, organization, and operational management.
Manage Technical and Product Support in providing on-site installation, training and other services to customers.
Developed and managed implementation process and served as liaison between engineering, implementation, sales and senior management.
Develop, grow and enhance professional service offerings.
Meet or exceed assigned revenue goals.
Staff, conduct performance reviews, and assure necessary training of direct reports.
Monitor productivity and implement strategies as necessary to enhance service quality and customer satisfaction.
Develop training programs making certain customers are properly trained allowing them to realize maximum benefit from the products purchased.
7/1999 - 2/2003 - Verso Technologies (Telemate.Net Division)
Atlanta, GA
Director of Tech Support, Training and Professional Services
Responsible for the development, organization, and operational management of Technical Support, Professional Services and Technical Education.
Working closely with sales and product management, develop, grow and enhance professional service offerings.
Meet or exceed assigned revenue goals.
Manage product services staff in providing on-site installation, training and other services to customers.
Staff, conduct performance reviews, and assure necessary training of direct reports.
Implement a project management approach in managing all on- site installation and data entry projects.
Monitor productivity and implement strategies as necessary to enhance service quality and customer satisfaction.
Develop training programs making certain customers are properly trained allowing them to realize maximum benefit from the products purchased.
Develop the department and monitor expense control and travel policies.
EDUCATION:
University of Puerto Rico - Computer Science
Catholic University - Computer Science
Almeda University – Master of Business Administration major in Management Information System
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