Customer Service It Manager
Resume:
Jake Lee
********@*****.***
Professional Summary
Dedicated IT Manager with over 20 years of experience and IT developer with 5 years at LG, specializing in customer service and financial operations. Proven track record of managing and executing projects, operating systems, and leading teams in the U.S. and international markets. Adept at process innovation, client collaboration, and delivering IT solutions that drive business success with good knowledge and experience on customer service and accounting area. Seeking to leverage extensive experience and skills in a new and challenging environment.
Professional Experience
IT Manager
LGCNS America Inc. Huntsville AL
August 2009 – December 2024
Managed the IT support team and carried out various project for LG Electronics' U.S. Service Subsidiary.
IT team leader.
o Team goal setup, measuring and evaluating team member, and encouraging team to accomplish team’s and individual’s goal
o Planning, budgeting, new business development
o Communication with client, upper management, team internal/external o Team member / Contractor recruiting, managing individual career plan, and job assignment. o Issue, Risk, and Schedule management for any task given to the team
Responsible for legacy system maintenance
o Managed user’s requirement ticket with lead time, long pending case, on-time completion ratio, and self-completion ratio.
o Supported Oracle ERP system for repair parts management: Order, Inventory, Accounting, and EDI.
o Supported Field Service System for repair center: Scheduling, dispatch, result entry for repair technician using in-house system and Service Power which is SaaS base solution o Supported CRM(Customer Relationship Management) system for call center: Recording, tracking, and proving solution to customer using global in-house system as well as Salesforce.com service cloud.
o Supported Warehouse Management System for 3 different locations for repair parts using global in-house system. Interfaced with automation equipment such as auto labeling, auto dimension, and auto sorting system.
o Supported phone system (CTI: Computer Telephony Integration) using AWS connect for 3 different call center sites (Philippine, Panama, Huntsville) o Supported Transportation Management System using JDA i2 solution. Linked with Fedex and UPS through EDI
Responsible for Infra structure management
o Supported LAN/WAN, switch, router, and firewall equipment o Supported server for AD, Citrix, printer, security, Anti-virus, and on premise application o Managed network carrier for WAN environment.
o Server room management: 14 racks, UPS, AC & Dehumidifier, and Back up equipment
Project carried out or participated
o ERP implementation with Oracle solution(2009). In charge of process definition, change management, interface, data conversion, and EDI connection. Involved with Order Management, Inventory, and Repair module for customer service business. o Implemented of JDA i2 Logistics System (2011) linking with Fedex and UPS for EDI document such as delivery manifest, shipment status, and freight invoice. Main process focus on parcel delivery and LTL(Less Than Truck Load) o Transition of Tax System from Sabrix to Vertex (2012) integrating with Oracle ERP system and field service system. Responsible for the interface with legacy system. o Implemented Telogis FMS(Fleet Management System) for 290 technician’s truck (2014). System tracks trucks moving nationwide and optimizing the route for the efficient moving line. Integrated with Field Service System. Migration project to In-house system was conducted in 2017 in order to reduce the Telogis fee.
o CTI transitions from Nortel to Avaya (2014). Implemented all in one Avaya solution including CTI(Computer Telephony Integration), IVR(Interactive Voice Recognition), Recording, and PBX(Phone Exchange Box) for more stabilized call center operation. System accommodate over 1,000 seats of agent located in Philippine and Panama. o Online Brand Shop was established with Digital River (2016). Implemented B2C eCommerce system and EDI document like Order, ASN, Invoice, Return request / Approval, and Return integrating ERP system.
o Migrated Active-X based Field Service System to non Active-X environment adapting No Code Development framework.(2016). Responsible for change management, testing, and quality of performance.
o EDI Projects with Best Buy, Sears(Transform), and Conns. Document was Order, Order Status, ASN, Invoice, and Inventory.
o Integration of Chase PaymentTech Credit Card approval system with ERP system and Field Service System for Pre-approval and Post-approval. PCI-Pal solution was added in 2024 in order to enforce security.
o MES (Manufacturing Execution System) and ECS (Equipment Control System) implementation for CAC(Commercial Air Conditioner) product. As per production line was built, MES and ECS was newly setup. Responsible to manage schedule, budget, infra (server and network) setup, and IT manpower resource.
o CTI transitions from Avaya to AWS Connect (2020) as per HQ’s strategic decision. All CTI solution including IVR and recording migrated to SaaS based AWS Connect solution. Involved to determine IVR scenario, dashboard monitoring, and integration with In-House CRM system o WMS (Warehouse Management System) transition from EXE WMS solution to In-House WMS
(2022). Migrated new home grown warehouse management system for stable warehouse operation.
o B2B Salesforce.com service cloud (SFDC) implementation (2024). In charge of data interface with legacy system, data conversion, CTI interface and process flow definition. o AMR (Autonomous Mobile Robot) implementation (2024) for the warehouse. Designed worker’s routing plan aligning AMR’s route.
PMO Leader
LG CNS America Inc. Englewood Cliff NJ
August 2008 – July 2009
Served as Project Manager for the implementation of the U.S. Tax System Sabrix and IBM email retention system for LG Electronics USA.
Managed project deliverables, timelines, and cross-functional team coordination.
Managed Help Desk part
System Quality Assurance
MOL IT (Mitsui OSK Line), Edison NJ
December 2007 – July 2008
Conducted quality assurance for”Container” management systems for sea line company.
Evaluated system performance and facilitated communication between developers and users. Project Manager, Total Cost System Project
LG CNS Inc. Seoul Korea
June 2005 – June 2007
Led the implementation of a comprehensive cost system by model and customer for LG Electronics Global
Utilized SAS ETL Studio, ABM, Enterprise Guide, PL/SQL, Oracle 9i/10g, MS*SQL, Essbase, and IBM MQ.
IT Leader, U.S. Service Subsidiary
LG Electronics Alabama Inc., Huntsville AL
October 2000 – May 2005
Directed IT planning, strategy, management, and operations for the U.S. service subsidiary.
Implemented OEM JIT Sales Systems, Customer Service, EDI (Sears, Whirlpool), and warehouse management systems.
Accounting System Developer
LG CNS Inc., Seoul Korea
January 1995 – September 2000
Developed and implemented accounting systems across multiple countries including the U.S., Italy, Russia, China, India, Thailand, Mexico, and Poland of LG Electronics.
Implemented all module of accounting system including General ledger, Trial Balance, AR, AP, and Fixed Assets.
Utilized ObjectView, ProC, and Oracle DB technologies. Education
Bachelor of Engineering
Hanyang University in Seoul Korea
Technical Skills
Oracle Development
o PL/SQL programming, testing, debugging, and SQL tuning. o Proficient in Oracle tools: SQL*Plus, PL/SQL Developer, TOAD. o Experience with large-scale data handling.
Data Warehouse
o Expertise in data warehouse concepts and implementation. o Skilled in ETL tools: Data-stage and SAS ETL.
o Familiar with ROLAP and MOLAP tools.
Business Analysis / Project Management
o Knowledgeable in SDLC, CMM, and Agile methodologies. o Proficient in requirement gathering, system architecture design, data modeling, and business analysis.
o Experienced in documentation, risk analysis, and project management.
Solution / Service
o Service Power, Service Bench, JDA i2 TMS, EXE WMS, PCI Pal, Telogis, Samsara, AWS Connect, Sabrix, Vertex, Zendesk
Business Knowledge
Accounting and finance such as credit, general ledger, budget, fixed assets, and account payable/receivable.
Call center operation, field service (Scheduling, dispatch, repair), order management and procurement of repair parts, inventory management, transportation management
EDI experience with IBM, HP, and Sears using EAI tools (GenTran, WebMethod). Other Skills
Experienced in project management, technical leadership, and software evaluation.
Trained users and produced training materials.
Business and data analysis for various systems including ERP (OM, PO), In-House CRM, WMS/TMS, CTI, and reverse logistics.
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