Help Desk Management

Bruce DeMarco

Teaneck, NJ, 201-***-****, *************@*****.***

A senior IT professional with managerial experience and expertise in a wide range of technical platforms, applications, and systems as well a business acumen within Manufacturing, Distribution, Logistics, Supply Chain, Retail and Hospitality environments.

Key areas of specialization are ERP, Web Development, E-Commerce, Compliance, Security, Disaster Recovery and Project Management

My positions have been in highly regulated environments with strict internal and external control demands (HIPPA, FDA, ATF, PCI, SOX, ISO, and Gaming

Technologies

Web Dev ASP.Net, C#.Net, VB.Net, Visual Studio, IIS,SQL, LAMP (Joomlsla, Solr, Hadoop),Magento, Demandware,WebSphere, Blue Martini

Web Analytics Omniture, Coremetrics, WebTrends, Google Analytics, ealeaf, Gomez

CDNs AWS, Akamai, Limelight, Navisite

Networking/Firewall

Loadbalancing Cisco, Foundry, F5, Checkpoint, Barracuda, Brocade, CoyotePoint

SANs EMC, NetApp FAS, IBM Shark, Equallogic

Virtualization VMWare, Microsoft

Telephony/Call Center Avaya CMS/CCE, Cacti Monitoring,Five9, Monet, Interactive Intelligence, Nortel, NEAX

OS/Hardware AS400/iSeries, WinTel, HP-UX, MAC, Linux, Unix, AIX

List Management Campaign Enterprise, Lyris, NCR, QAS

Network Management CA Unicenter, Solarwinds, SMS, Alteris, Heat, Remedy, Numara – all ITIL Compliant

Content Management Interwoven, SiteSource, MS Sharepoint, Adspace management

Web Search Microsoft Fast Search, Solr, Endeca

Collaboration Sharepoint, Citrix,

Enterprise Solutions JDE World and One World including Manufacturing-Distribution-Logistics add-ons, Dynamics AX, Manhattan Associates, Blue Cherry, Blue Martini, Lawson, PeopleSoft, Great Plains, MultiView, Ecometry, Forecast21, Soloman, Infinium, TecSys, Mozart

POS IBM, NCR, Micros, Geac Remanco, Aloha

Channel Marketing Pepperjam, Mercent

EDI\Supply Chain Harbinger, Oracle, Sterling, Peregrine, VendorNet

Database Management

Datawarehouse

Report Writing SQL, Oracle, Informix, DB2, Hyperion, Crystal Reports, Cognos, Reports FX,

Payment Integration Bill Me Later, Google Checkout, PayPal, Paymentech, GiftCards-First Horizon

Email MS Exchange/Office 365, Lotus Notes-Domino

Disaster Recovery XOSoft, SunGard, NaviSite-TimeWarner, Lockheed Martin, Industrial Defender

Community Telligent Community Server, Home grown – Forums, Contests, Blogs, Galleries

Remote Manage Citrix, Logmein, MS Terminal Services, Seagull, Mochasoft, Alteris

Professional Experience

Interim CIO - Consultant March 2015 to Current

Canis Majoris Solutions

New York, NY/ Bergen County, NJ/Irvine, CA

I am currently active in three engagements:

Managed the RFP/Negotiation of new ERP and Job Costing for a New York based Construction Company.

Lead the development of a new Web presence, ERP implementation, and fulfillment capability for a Nutritional Supplement Company.

Building third party teams to improve UI, business rules and mobile capabilities in a Magento environment.

Built a business plan and assisted in talent acquisition for a startup MSP- Managed Service Provider.

VP of Technology September 2013 to March 2015

Mossberg/Maverick Arms

North Haven, CT

Mossberg is manufacturer/distributor of firearms with multiple locations in Connecticut, Texas, and Mexico generation revenues of over $250M/yr.

Accomplishments included:

Oversight of advanced WMS on Dynamix AX implementation

oDirected pick and put-away

oLot number and serialization control

oMulti-Location WMS functionality

oTracking at the bin level

oRouting

oIntegrated with Ignify Ecommerce solution- implementing AWS fpr content distribution and critical off-site backup

Lead cross functional teams that:

oBuild out and opened a new 100,000 sq ft warehouse utilizing advanced warehousing techniques

oImplemented Dynamics Anywhere w/WiFi handheld devices

oBuilt a Datawarehouse utilizing SQL tools and Amazon Web Services.

oImplemented fully redundant international MPLS (2 carriers) utilizing BGP

oMoved all mission critical applications/hardware to Colocation facility

oMoved over 35 Physical Servers to VMWare ESXi

oInstalled 30TB Equallogic NAS to support VMWARE as well as other varied environments

oBuilt Company Ecommerce Site in .Net and Informational Site in Joomla/LAMP environment

oImplemented Sharepoint for Product Development Department to collaborate on CAD designs, and AX BOM’s, Item Creation, Pricing, etc.

oAchieved PCI Level 2 Compliance

oInstalled and integrated MS Lync (w/Skype) with Federation

oImplemeted Dell Kace across the WAN including Mobile devices

oInstalled Nagios for network monitoring and discovery

Chief Technology Officer – TabCom/Pets United May 2007 to September 2013

Hazleton, PA

Pets United is a $180M B2B, B2C, multi-channel retailer (Internet Retailer 200) with divisions that include among others: Dog.com/Horse.com/Fish.com/Ferret.com/Bird.com/Petsupplies.com/Statelinetack.com/Garden.com/Bike.com

Camping.com. (LAMP Site) Green.org

Responsible for the development of all web related solutions, maintenance of business systems (H/R, Payoll, Financial/Accounting, fulfillment and logistic, BI and business analytics), networking and help desk. All support and development was accomplished in-house. Managed staff of 27 including five direct reports in the following departments: Web Development, Business Systems, Network Operations and Security, Help Desk (ITIL certified), PMO/QA, Data and Content Management.

Managed cross-departmental groups that:

Standardized Stateful failover utilizing Big-IP and .Net state management.

Started Three new profit centers (Garden.com, Camping.com, Groomers.com)

Implemented Disaster Recovery and off-site Hot Standby solutions that included Web and Call Center.

Developed and implemented PCI compliance plan achieving Level 1 compliance.

Improved Cart Conversion Rates by 35 % via page load times, and improved site search and navigation.

Page Load time performance enhanced by local hardware caching, SSL offloading, load balancing and Akamai

Deployed new Call Center technologies converging in/outbound calls and email queues with enhanced reporting utilizing Interactive Intelligence.

Migrated from proprietary HP-UX Ecometry-Red Prairie to open systems architecture for all sites.

Migrated enterprise data to hosted solution riding on NetApp storage.

Developed in-house Community (Blogs, Forums, Galleries) as enhancements to Telligent’s Community

Created efficiencies and cost savings via server consolidation and the deployment of VMWare, EMC Sans and Rack Servers (Boot from SAN).

Designed, coded and deployed four New Domains\Websites increasing visits and sales volume by 18% (Bike.com, Garden.com, Camping.com, AKC.org).

Developed Content Management Solution for Adspace allowing marketing to manage content.

Implemented SEO initiatives that improved Page Rank and page load times.

Brought Email Campaign management in-house saving over $500K/year.

Developed the code and integrated Mercent to market our products via Ebay, Amazon and Google, as well as automate affiliates and paid search via one single source.

Launched Giftcards and integrated with First Horizon to create an associated tender method. Giftcards now produce $4M in additional revenue.

Created PMO, QA and Help Desk departments and the associated environments and tools to support them; tools implemented included TeaLeaf, Gomez, and Omniture.

Developed “Recommendation Engine” that can plug and play with any PetsUnited site utilizing order history.

VP of IT 2004 -2007

LifeExtension.Com

LifeExtensionRx.Com

LifeExtension Foundation

LifeExtension Magazine

Miami, FL

Life Extension is a B2C/B2B Ecommerce distributor and manufacturer of Nutritional Supplements and Pharmaceuticals with $175M in revenue. Managed the IT support for Web, Retail Operations, Mail Order, Call Center, Fulfillment (WMS, EDI, Supply Chain) and a magazine with a monthly circulation of 400,000.

Managed Web/DB/Applications Development, Network Operations, Telecommunications and Security, Help Desk and Facilities.

Lead teams that implemented a fully redundant high availability Disaster Recovery Solution utilizing SunGard, DataVault, XOSoft,and Avaya to provide remote real-time replication of all applications along with workspace and call center functionality.

Managed the Startup of an On-line Pharmacy – LifeExtensionRx.com including web presences, ERP setup and integration, Logistics, etc.l

Installed infrastructure to allow for 100% uptime at our corporate office in the case of an emergency.

Project managed the opening of 3 new distribution centers.

Planned and organized the opening of a West Coast call center and help desk providing 24/7 support.

Teamed with vendors and in-house resources to converge voice, data, and video using a combination of MPLS, VPN, and Metro-E Services creating a fully meshed environment.

Worked with external auditing entities to bring company into PCI compliance.

Managed development teams to convert all existing web applications from Java to .Net.

Lead the multi-departmental project for the opening a HIPPA compliant online Pharmacy.

Implemented Intranet and internal content management utilizing MS Sharepoint.

Integrated extensible JDE business objects into Web middle layer increasing cart response times by 40%

Upgraded JDE ERP to version 8.11, including the negotiation of contracts with business partners

Implemented JDE MRP solutions for contract manufacturing of Nutritional Supplements.

Negotiated with several vendors to attain backup power (generator) systems at all locations

Sr. Vice President and CIO 2000-2004

All American Semiconductor-Company Sold

San Jose, CA

All American is the fifth largest distributor of electronic components and semiconductors in USA with sales of over $600 million. All American has 36 locations in three countries. This position supported the in-house development and maintenance of all applications. Managed Applications Development and EDI, Web Development, BPR, IT Operations, Network Operations Security and Helpdesk, Telecommunications and Facilities.

Planned and negotiated, from RFP to implementation, the migration of Manufacturing, Distribution, Financial Reporting, Supply Chain-EDI and WMS functions from legacy VMS to JDE Enterprise One. This was a two year process that included RFPs. RFQs, SOW and the final selection process.

Integrated JDE One World with PKMS for advanced WMS functionality

Lead project team that developed SOX 404 compliance guidelines.

Reduced Operational costs by 25% via the staff realignment.

Renegotiated maintenance and telecom contracts saving over $500K per year.

Developed Web Based (3PL) third party logistics extranet application that resulted in additional revenue of $40million per annum.

Coordinated the conversion of 36 international locations to fully redundant MPLS-VPN saving $750k per year.

CIO/General Manager Networking Division 1995-2000

Computer Generated Solutions

New York, NY

CGS is a Multi faceted $300 million dollar enterprise that develops and markets ERP solutions within the apparel industry; provided system integration, training, and professional services.

Managed ERP “‘Blue Cherry” software development, In-house IT development, security, operations and networking as well as H/R, Time Reporting, and Scheduling for over 2000 consultants.

As “General Manager Network Division” led a group of Network Engineers that provided Professional Services to CGS’ client base that included Danskin, Bear Stearns, HSBC, Garan, Avon, Armani, Diesel, Steve Madden, Carhartt, The Rockefeller Foundation, etc.. Supported the CGS MS-Certified training division that conducted over 200 classes per year. Lead a staff of 34 that included: Operations, Network Engineering, Telecommunications, App Development, Web Development, Networking Sales and Consulting Staff.

Coordinated teams that achieved:

Implemented Lawson financial reporting systems.

Integrated Blue Cherry to Manhattan Associates

Launched company’s first website.

Managed several high-profile profitable engagements with many of the clients listed above.

Developed Time and Expense reporting system for 2000 consultants that reduced administrative costs

Implemented employee self-service HR System.

Increased the Network Divisions revenues by 35%/yr.

Served as the IBM Beta site for the integration of Lotus Domino on the AS400 migrating from Groupwise.

Achieved Service Provider Premier/Gold status with IBM, Microsoft, Cisco and Checkpoint.

Corporate Vice President, IT 1990-1995

Resorts/Sun International

Fort Lauderdale, FL

Resorts International is a Hospitality organization with 7 hotels, 5000 rooms, 90 food, beverage and retail outlets, one casino, Chalks Airline, Revenues over $1.2 billion and 7,500 Employees. Managed System Operations, Network Engineering, Telecommunications, Application Development, Application Support and Helpdesk.

Automated Front Desk, Casino Floor, Casino Cage, Casino Credit, and POS functions from what were primarily manual systems.

Installed and integrated several in-room amenities including environmental controls (lighting and heating), in-room bars, express checkout from the PBX-phone system, and movies on-demand.

Opened two new hotels with 750 additional rooms, this process involved physical network and data center planning, integration, application customization and staffing.

Designed and developed a Central Reservations System that managed all company owned hotels.

Education

Wharton School of Business and Finance – BBA

University of Pennsylvania

Philadelphia, PA

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