Parts Delivery Service Agent

Mark D. Sudduth

586-***-**** **********@*****.***

Objective

Highly skilled, competent and well-experienced data analyst with organized, enthusiastic and focused approach to work seeks to establish a career with a company desirous of building a solid team of analysts for business development and strategy design purposes

Professional Experience

General Motors ( Populous) – Warren, Michigan

Data Analyst (May 2021 -Present)

Strengthens collaboration with Engineers and plants to verifying vehicle labels and owner manual literature is correct.

Selected Contributions:

Reprint labels for plants when needed

Create VIN Labels

Create and Maintain Label Audit Process for Engineers

Verify information in owner’s manual is correct.

Create training material

Maintain SharePoint site

Create monthly peer review reports.

Validate and Grade Bar Code labels for Vehicles

Ford Motor Company (Ciber) – Dearborn, Michigan

Engineering Release Analyst (January 2019 – May 2020)

Strengthens collaboration between Engineers and the project manager to insure WERS issues are handled in a timely manner.

Selected Contributions:

Write/pull Concerns/Alerts for engineers

Follow up with engineers on Notices being released once the Concern is approved.

Attend daily change control meetings to support PMT and engineers to get Concerns approved as quickly as possible

Attend weekly meetings to review all Concerns with PMT before moving forward with the Concern.

Attend weekly meetings to review all 2-Pagers with Finance and PMT before sending 2-pager for approval in the CPE-DF.

Attend Daily Alert meetings to get Alerts authorized.

Support AIMs meetings to provide assistance in writing Concerns to pending AIMs quickly.

Communicate all Concern changes with the global team, if necessary, for approval.

Work with Engineers/Suppliers to gather information and answer questions required in the Alert

Work closely with PPM team to release notices

Track all Concerns (cost, weight, tooling, status, etc.), Notices, PCNs, Alerts, AIMS

Attend Daily meetings with CAD team to discuss and provide direction for each Notice.

Work with Finance to cross-check all cost, weight, and tooling changes.

Work with PDL and Color PDL program team to manage late revisions.

Support BOM validation meetings

Work with supplier and engineers to get quotes (RFQ)

Create 2-pagers based on supplier quotes

Complete various other tasks as requested by engineers. (i.e. Data entry into forms, etc.)

Report out on status, issues, help needed

Train new team members on WERS process

General Motors ( Populous) – Warren, Michigan

Safety Data Analyst (April 2016 -December 2018)

Strengthens collaboration with Engineers to research safety issues to determine if recalls are required

Selected Contributions:

Creates in-depth reports in Excel imported from GART and Cognos to improve awareness of safety issues.

Creates training material for new procedures and tools.

Trains new hires how to effectively utilize tools to complete job tasks.

Effectively assisted in testing and implementing new tools.

Assisted in increasing turnaround time of request from being a week late to being delivered 2 days early.

Ford Motor Company (Ciber) – Dearborn, Michigan

Parts Maintenance Analyst (December 2012- April 2016)

Strengthens collaboration between Engineers and the project manager to ensure parts arrive on time and in good condition for prototype build.

Selected Contributions:

Mitigates the delay of prototype builds by collaborating with various teams to correct any issues with manufacturing tools.

Maintains parts inventory with engineers by using the WERS system.

Effectively maintains parts inventory using the Global Prototype Inventory Requisition Schedule system.

Consistently meets 95% parts delivery goals.

Trains new hires how to effectively utilize manufacturing systems to complete job tasks.

Creates in-depth reports in Excel to improve awareness of parts production and inventory.

Volkswagen of America – Auburn Hills, Michigan

Service Desk Coordinator (November 2010 - December 2012)

Improved the company’s reputation as a high-quality auto service center while reporting directly to the manager of the IT service desk.

Selected Contributions:

Created new policies and procedures to improve auto servicing.

Effectively implemented new procedures across the entire IT department.

Quickly resolved any internal and external customer escalations.

Responsible for all reporting of the service desk trends.

Through analysis, found trends that caused the most issues and worked with the departments to devise a plan to reduce the calls to help the service meet their KPIs.

Attended change control meetings to determine how the change would affect the service desk.

Partnered with senior management to reduce potential service issues by implementing key infrastructure upgrades.

Cultivated a working environment focused on continuous improvement by developing a quality assurance scorecard for all service desk agents.

Elevated overall organizational product and best practice awareness by collaborating with the Knowledge Management team to increase usage of the company knowledge base.

Sears Holdings Corporation. – Royal Oak, Michigan

Operation Engineer (September 2003 - October 2010)

Drove high performance and service quality from all service desk employees.

Selected Contributions:

Demonstrated executive management presentation capabilities by delivering senior level updates regarding department performance.

Improved the management of product quality issues.

Revamped Kmart’s in-house knowledgebase technology from Scopus PaCMan to Kaidra.

Consistently met the reporting needs of the IT Service Desk.

Enhanced store performance by identifying root causes for major product outages in the store.

Maximized employee productivity by developing in-depth training materials for new technologies and

business processes.

System Technical Advisor (September 1997 -September 2003)

Improved level one service agent performance by empowering employees to more efficiently resolve product issues.

System Support Technician (September 1995 - September 1997)

Transformed Kmart’s customer issues management systems including IBM4960, Unix and PDX systems.

Education

Bachelor of Science in Business Administration, Marketing concentration ? Wayne State University – Detroit, Michigan

Tools: Microsoft Office (Word, Excel. PowerPoint, Access) Crystal Reports, Scopus, GART, Cognos, WERS, AVBOM.GPIRS

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