Customer Service Manager

Douglas Dzierzak

262-***-**** Mt. Pleasant, Wisconsin ************@*****.***

SUMMARY

Results-oriented Operations/IT Manager with over 18 years of experience in wholesale distribution. Consistently demonstrated skills in achieving financial results, operational efficiencies, and customer satisfaction various organizations. Skills include:

Team Management

Leadership

Sales

Effective Communication

Business Intelligence and Measurements

Project Management

Fiscal Budgeting/Planning

Process Review and Improvement

Skills Summary

Intermediate SQL

Microsoft Exchange 2005

Microsoft Office (various versions)

Microsoft Visio

Microsoft Project

Tableau 2006 Business Intelligence Application

Active Directory and Group Policies

SQL SSIS and report services

Worldship Integration

Strategic Pricing

Various Antivirus applications

Terminal Servers

SharePoint Services

Conflict Resolution

Contract Negotiation

Proposals

Business Objective Translation to IT requirements and project plans

Project Management

P21 Administration

P21 Dynachange

P21 Jetforms Forms Package

Vsifax Administration

Virtualization

PROFESSIONAL EXPERIENCE

All World Machinery Supply, Harvard, IL 2013 to 2015

Provider of machine tool parts distribution and services

Technology and Purchasing Manager

Implemented new business application for sales, customer service, operations and accounting departments (Epicor’s P21 Suite) Pick and Pack Implementation for 5 separate locations.

Trained employees in the new application.

Created an IT asset program to determine IT needs

Resulted in a more cost-effective use of funds for IT-related equipment

Converted existing email system to Microsoft’s Office 365 Cloud solution without loss of data or service

Implemented various IT standards (product selection, network and application security)

Designed and deployed Adtran network for new corporate headquarters, including:

phone and Internet carrier and system selection

networking hardware

server selection and installation

Douglas Dzierzak Page Two 262-***-****

Catching Fluidpower, Inc. Bolingbrook, IL 2005-2013

Operations Manager

Responsible for the daily operations of Catching Fluidpower Inc. through Several direct reports (Customer Service (staff of 35 including 1 manager and 4 team leads) and Distribution Center (1 team leader and 9 FTE), Central Purchasing (1 manager and 3 FTE), IT (1 FTE and local IT Firm).

Continuous improvement functions within each area of responsibility to improve customer service, purchasing and stocking to support the business growth requirements.

Fostered Safety throughout my area of responsibility. Maintained 0% Workman comp claims. Ensured employees adhered to corporate policies on safe operations of corporate equipment.

Fostered continued improvements in the central warehouse to improve same day shipments from 76% to 95%.

Fostered the beginning of a Key Accounts group which incorporates quarterly reviews of the customer business and what Catching can do to foster continued growth for the customer and for Catching while meeting revenue and profitability goals.

Leveraged ISO style procedure process (document what you do, do what you document) for continuous improvement throughout the areas of responsibility

Implemented a new phone system to improve customer service by leveraging Avaya’s key functionality across all facilities customer service groups. Assisted in growth from 35 Million to 49 Million.

Leveraged parent companies tools to begin a customer service campaign using the Netpromoter score technique.

Selected by ownership to part of the Acquisition Due Diligence team and Assisted in deploying Sarbanes-Oxley Act guidelines after acquisition was complete.

Implemented the use of a new Business Intelligence Tool – Tableau for key managers. Implemented native reporting tools within Microsoft SQL to automated the scheduling of reports for several functions within the business

Leveraged technology tools to efficiently effect change management for account management, Customer service assignments and Territory Sales Management.

Consolidation of network and servers from traditional to server virtualization and storage area network which further improved corporate infrastructure to support corporate growth goals.

Technology Manager

Managed Information Systems and Technology for a multi branch environment of approximately 100 employees.

Recommended, implemented, and maintained technologies to support business objectives while keeping on budget.

Implemented new telecom circuits resulting in lower costs while maintaining established service levels without impacting business.

Managed all aspects of IT Security (Antivirus, Malware, Active Directory) and communications systems (email, fax, telephone, cell phone, printers).

Recommended and implemented plans to consolidate core IT server assets into a virtual environment to improve reliability of core systems.

Recommended and implemented inventory cycle counting at all facilities within an 18 month period rollout plan to improvement of the overall inventory program.

Converted all outside salesmen from personally owned cell phones to corporate cell phones resulting in a 20 percent cost reduction and processing overhead for expenses.

Douglas Dzierzak Page Three 262-***-****

Maintained and supported all employees in the use and operation of Epicor’s P21 business system.

Implemented Strategic Pricing based upon Strategic Pricing Associates Model which continued to evolve and change.

Converted P21 from previous Admin of by employee and role to standardize on permissions and functionality within the business software while reducing administration expenses.

J.W. Winco, Inc. New Berlin, WI 1997-2005

Project Manager for company conversion of Faspac Systems to P21.

Achieved operations and invoicing on day one of implementation.

Managed day to day operations on all IT related functions, printers, servers, workstations, laptops, cell phones, and network equipment.

Non-Commissioned Officer, United States Army 1988-1996

Held various positions serving for the National Security Agency in the National Operations Center and in the Intelligence and Security Command.

Translated operational goals into actionable requirements for tactical control and analysis elements with the Army.

Supported Global Intelligence assets within the National Security Agency’s National Security Operations Center

EDUCATION / TRAINING

Information Technology Course Related Work

University of Phoenix, AZ

Anne Arundel Community College, MD

University of MD, European Division, Augsburg, Germany

Milwaukee School of Engineering, WI

PROFESSIONAL DEVELOPMENT

Electrical Engineering training

TOPSECRET security clearance/Sensitive Compartmented information with Special Background Investigation and Polygraph (expired)

VOLUNTEERING

Oak Creek Little League

Social Media Lead

Ironman Madison

Runners Special Needs Volunteer 2016

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