Support/Helpdesk/Sales Customer
Resume:
John Menary
Bloomingdale, NJ ****3
**********@*******.***
To Whom It May Concern,
I am an outstanding Analyst, who has deep experience working in an engineering environment, Sales, Service & Parts reporting as well as Customer Relationship Management and Fulfillment applications. I’m currently studying MTCS Microsoft Exchange Server 2010, Configuring. During my time at Mercedes-Benz, I have dealt with new and exciting dealers to correct problems with software, connectivity and Customer/Dealer related issues. Help the new System reporting system for Financial, Inventory and Customer Relations reporting.
Trained & installed software for Executive Management, Home office, Region, Field Managers, Customer Assistant Center, Support Center as well as Dealerships throughout the USA. Worked with Development Teams for testing in QA, deployment, training and installation of new Software like Windows 7, 8 & 10, IE10, IE11 & IE12 to ensure in house software operates properly. My strengths include Inventory Management, Testing new software technologies with current Home grown software to assure a satisfactory user experience with Windows 7, 8 &10. I am self-motivated, meticulously organized. I have an outgoing personality and strong communication skills. I feel that my skills would be a great asset in this role. PROFESSIONAL EXPERIENCE:
UPS, Ridgewood Division – Saddlebrook, NJ 2016 – Present Delivery/Driver
Attended and passed a six day course for Safety & Driving.
Working as professional Driver to deliver packages to Business’s, Commercial offices, residential locations and storage facilities for later driver pickups. Driving Vehicles up to 24 feet long.
Receiving Customers signatures and using DIAD to insure prompt deliveries with centurial tracking hub.
Worked in diverse weather conditions (Snow, ice, below freezing temperatures, rain, after sunset & Holiday traffic) to insure deliveries and Customer Satisfaction.
Assisted other local UPS teams with package exchanges for deliveries during and after our route was completed to insure Customer Satisfaction.
Mercedes-Benz USA - Montvale, NJ 2015
Operations Support Desk Analyst – Senior
NAFTA Data Center for Mercedes-Benz USA, LLC; Software Guidance & Assistance, Inc.
Working as Technical lead to insure any special requests, problems, issues were handled and executed properly to ensure end user satisfaction.
We stay in communications with EDC/Germany’s Operations Data Center on any Global issues that have been assigned to MBUSA’s Data Center and delegated these open issues to the correct IT Teams for quick turnaround time.
Monitored, created, updated and closed Remedy/CISM tickets for corporate tracking of all requests coming in to the Data Center were handled and executed correctly.
Before every shift begins we must do walk thru inspections on three different Data Centers in two different buildings to insure Mainframes, Servers, Dehumidifiers, A/C’s etc. are working properly reporting any environmental problems to Operations Management, Security, Maintenance and IT Staff.
Shutting down and recycling all of the CICS regions daily depending on scheduling times.
Use of PageCenter and Control-M/Enterprise Manager to help find JCL and SQL errors quickly to correct problems and to keep schedule on time.
Always Monitoring MBstatus for current MBUSA Servers, Networks & Port connectivity and notifying responsible areas if Servers and Networks are not responding.
Resetting Passwords for users on several different systems platforms, Siebel, Netstar, Mainframe and many other systems while Support Helpdesk is closed.
Create Morning Turnover Report for any problems or REMEDY ticket created and distributed to all of IT.
Responsible for printing Vehicle Certificates of Origin/Titles for several different brands that MB owns.
Act as first line of support for all trouble Remedy/CISM tickets issued to our Team. UPS, Wayne Division – Parsippany, NJ 2014 – 2015
Drivers Helper – Wayne UPS, Wayne Division – Parsippany, NJ
Worked as professional to deliver packages to Business’s, Commercial offices and residential locations.
Receiving Customers signatures and using DIAD to insure prompt deliveries with centurial tracking hub.
Worked in diverse weather conditions (Snow, ice, below freezing temperatures, rain, after sunset & Holiday traffic) to insure deliveries and Customer Satisfaction.
Assisted other local UPS teams with package exchanges for deliveries during and after our route was completed to insure Customer Satisfaction.
The Pool Guy – Pompton Lakes, NJ Spring 2014 – 11/14 Service Technician
Visited job sites to trouble-shoot and fix problem equipment. Communicated with the customers to let them know the extent of the repairs being made to insure superior Customer Service.
Repaired Pool & Booster pumps, Filter systems, Leak Detection equipment, Polaris & other automatic cleaning systems, Jandy & multiport switches, and PVC Plumbing. Worked on the cleaning & maintenance side of service to balance chemicals to insure a crystal clear & Algae free pool. UPS, Wayne Division – Parsippany, NJ 2013 – 2014
Drivers Helper – Totowa, NJ
Worked as professional to deliver packages to Business’s, Commercial offices and residential locations.
Receiving Customers signatures and using DIAD to insure prompt deliveries with centurial tracking hub.
Worked in diverse weather conditions (Snow, ice, below freezing temperatures, rain, after sunset & Holiday traffic) to insure deliveries and Customer Satisfaction.
Assisted other local UPS teams with package exchanges for deliveries during and after our route was completed to insure Customer Satisfaction.
Mercedes-Benz USA - Montvale, NJ 2010 – 2013
Technical Specialist - Systems Deployment
Worked as Technical lead to insure new software and hardware in our lab (Windows 7 & 8, IE9 & IE10, newer Java releases) to collaborate setups are working with NetStar requirements (home grown Ordering, Inventory, CRM, Retail Dealer System).
Experience in Deployment, Rollouts, Upgrades & Migrations with Windows XP, 7 & 8.
Monitor the Remedy tickets and Jira; act as first line of support for all trouble tickets issued to our Team.
Multitasking with Dealers, Field and HO user requests as well as other scheduled activities within the SME requirements.
Help new Dealerships get started with setup documentations for SA and adding IP address to Firewall.
Hardware and software, Helped new System Administrators get started with setting up new Security ID’s for different job roles.
Adding the new Dealership codes to our Quest reporting system for financial and inventory reporting.
Worked with Development Team for testing, deployment, training and installation of new Software.
Published Content Management System for Alerts, Model Releases, and User Guides as Users required. Also HTML editing for requirement changes.
Helped remote users get started on the VPN with the Citrix medaframe.
Worked with IT Support Center to help handle issues from the field. Worked quickly to find answers, workarounds and fixes for Dealers and Field Teams. Esplanade at Chestnut Ridge - Chestnut Ridge, NY 2008 – 2010 Director of Facilities
Oversaw the Housekeeping, Laundry & Maintenance departments at an Assisted Living Village as well as outside contractors, suppliers and vendors.
Worked with day to day schedule and requests as well as inventory control and daily repairs.
Worked within regulations of State Safety and Health Codes. Met with State Health Inspectors, local Fire Inspectors & Safety Trainers to insure that all employees were trained in the latest Safety techniques.
As the Information Technologies expert, set up ID’s, security profiles, and switches/routers. Rewired connections and troubleshot day to day issues. Performed new hardware & software installations. Masterson Pools & Spas - Ramsey, NJ 2008
Service Technician
Visited job sites to trouble-shoot and fix problem equipment. Communicated with the customers to let them know the extent of the repairs being made.
Repaired Pool & Booster pumps, Filter systems, Polaris & other automatic cleaning systems, Jandy & multiport switches, and PVC Plumbing. Worked on the cleaning & maintenance side of service to balance chemicals to insure a crystal clear & Algae free pool. Car Concept, LLC - Franklin Lakes, NJ 2003 – 2008
Owner/Operations Manager
Owned and Operated a Mobile Cleaning & Detailing business. Set day to day scheduling; handled public relations with current and new customers about services & related work to be provided.
Handled Accounts Payable; Accounts Receivable & Tax related responsibilities. Oversaw Inventory Control & Ordering as well as daily work Team. Handled the maintenance of business & equipment.
Repaired Generators, Vacuums, Compressors, and Heaters, etc. Worked with numerous venders and suppliers for Inventory control
Mercedes-Benz USA, LLC- Montvale, NJ 2002 – 2003
FASTRACC Technical Lead/Business Analyst
Involved in Business analysis, design and development of FASTRACC applications, a program used to manage Customer Relationships, using Informix 4GL. FASTRACC. This included customer information, vehicle and dealer information, fulfillment & survey information and back orders. Involved in understanding user requirements and intergrading within FASTRACC.
Met with user group on requirements & directions needed to implement new changes within systems. Dynamic Data Exchange was used to facilitate exchange of data with other supportive applications and mapping applications.
Responsible for Extraction Transformation and Loading (ETL) of data files to create a scheduled transfer to external vendors to fulfill requests and orders for customers. MBUSA, Information Technologies 1990 – 2002
Team Leader, Technical Specialist Systems Development, Sales & Parts Systems
Key player with the NetStar Sales and Parts Development teams; was handpicked to work very closely with support center, deployment, training and installation technician teams. Visited the majority of our pilot and top ten retailers for training and post NetStar support to insure seamless deployment.
Traveled throughout the U.S. to train, install, trouble shoot and handhold with Dealerships to ensure CSI.
As SME (Subject Matter Expert), trained, answered questions, and received requests for development teams.
Trained & installed software for Executive Management, Home office, Region & Field Managers, Support Center as well as Dealerships.
Visited and interviewed our most dissatisfied Parts Managers and SPOMs in the NY, NJ and PA areas to help analyze, streamline and enhance our existing Parts/PICs system. Addressed and delegated incoming calls from the support center and retailers for quick response and turnaround time with ongoing issues.
Key player with the VISTA GUI development. Communications Interfaces with Excellent, Passport & Extra. Provided second level support (Technical) for the Support Center to resolve issues with Retailer, Market Manager and Corporate users.
Created and maintained Web pages for Corporate Intranet.
Analyzed, wrote, tested, coded, compiled and debugged ongoing projects and new development systems on both the PC and Main Frame level.
Visited with Retail centers and Regions to roll out, train, support and maintain NetStar and VISTA ordering system utilized by Market Managers and Retail centers.
Car Locator function used by Home Office and Field locations.
Updated and maintained VSAM files and Database information for Distribution, Operations, Marketing and Pre-owned car systems.
Retailer Ranking Report, sending reports via remote printers to regions for past and present sales figures of Retail centers.
Transmitted and received data from Germany on the status and location of vehicles.
Worked with Quality Assurance on turnovers according to site standards of batch and online programs:
DDR Reporting and Balancing, Retailer Reserve System, 10-Day Reporting and Balancing of Sales Figures, Car Label Processing, Shipping and Customs Clearance, VAF (Vehicle Ordering System) ITT Avionics Division - Clifton, NJ 1989 – 1990
EDP Programmer Analyst
Designed, coded, compiled, tested and debugged ongoing projects; set up parameters in JCL for MRP's.
Updated and maintained IDMS programs for users. Met with users and followed the direction of requests given; using departmental standards and procedures for migration of members from test to production.
Applied Cullinet education for navigating and accessing the database.
Worked with bill of materials, inventory control and stock status. H.F. Henderson Industries - West Caldwell, NJ 1988 – 1989 Computer Programmer/Operations Engineer
Designed, wrote, coded, tested and debugged in house programs. Responsible for programming of projecting forecast reports for management, accounting, bids and proposals, receiving; programming and generating of weekly, monthly and year end project schedules; inventory reports for Q.A., Q.C., purchasing, shipping and receiving.
Generated bills of material for shop floor. Ran an MRP (material requirements planner) for ordering against monthly projections. Worked for both the Commercial and Government Systems Division. EDUCATION/TRAINING:
Diversified Training & Interpersonal Skills; Internal MBUSA
Supporting & Troubleshooting Windows; Data-Tech.
PowerBuilder; Client/Server Development Tool, Watcom SQL.
Focus for Windows; Application Development, Reporting and Database Management.
COBOL II, Applications Development. CICS, Command Level; Chubb Institute.
Focus; Basic report Preparation; Information Builders.
Systems Analysis, Design & Development; AMA.
Relational concepts and DB2; On-Line Software Inc.
CA-IDMS/DC UCF Programming training; CA.
Business Computer Programming; Computer Processing Institute
Passaic County Technical & Vocational High School
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