Project Customer Service
Resume:
MALCOLM D. STYERS
**** ******** ****, ********, ** 76227
********@*****.***
Summary
Information Technology Professional with 23 years experience and 8 years of managing IT Projects. A leader with the ability to clearly communicate with associates at all levels of an organization. Proven leadership of cross functional project teams in a variety of methodologies including Agile, SDLC and Waterfall. Experience leading a diverse set of projects from conception to completion including infrastructure, development, ERP, call center, eCommerce and business process improvement. Successful project implementations with:
• Project budgets ranging from $5K to over $15M
• Project time lines ranging from 3 months to 2 years for implementation
• Project teams ranging in size from 2 to 40 associates
Employment History
Consultant – MDS Productions; Savannah, TX February 2002 – Present
Provide IT support, services and solutions for Small Businesses: including desktop support, server management and network management. Consult with customers to define business processes and systems requirements. Design, implement, and maintain company websites. Provide hardware and software development, training, installation and support.
Thomas Metals Group
Proof-of-concept web customer interface portal. The web interface was a working model interfacing with both FoxPro and MySql databases. Provided secure customer login, real-time account balance and transactions, grid view of settlement transactions, market graphs and stock price ticker crawl.
Environment: IIS, SQL, MySql, FoxPro, XHTML, CSS, PHP, ScriptCase Grid Tool.
Children’s Medical Center
Windows 7 migration project. Analyze user systems for hardware, software and peripheral device compatibility with Windows 7. Deploy Windows 7 to user workstations and provide hands-on support for user issues and questions.
Environments: HP, Dell, Compaq, IBM, Sony, Windows 98/XP/Vista/7, Server 2000/2003/2008, eCommerce, Real Estate Web, MS Office Project/Word/Excel/Visio/PowerPoint, Adobe Dreamweaver/Photoshop/Flash, FileMaker db, MySql, XHTML, HTML, CSS, PHP, ASP, JavaScript, ScriptCase, PC America POS Software.
Manager, Technology - Mosaic Data Solutions, Inc.; Allen, TX September 2002 – May 2005
Developed sales infrastructure and directed company sales strategy, identified and pursued sales opportunities. Designed and implemented new marketing material and ‘Go-To-Market’ strategy for Financial, Manufacturing and Distribution product lines. Directed the updating and enhancement of application documentation. Managed the development of the add-on tool from PKS to create a web user interface version of the AS/400/iSeries screens. Designed and implemented the company website.
Environments: Mosaic Applications, PKS Web API, AS/400, iSeries, RPG, Server NT/2000, HTML, CSS, PHP, JavaScript, MySql, MS Office Project/Word/Excel/Visio/PowerPoint, Adobe Dreamweaver/Photoshop/Flash.
Manager, Program Management – Sapient/EXOR; Addison, TX June 1997 – February 2002
Participated on RFP teams to create and facilitate customer presentations and assist in requirements definition during contract negotiations.
Texas Department of Criminal Justice
Joined a $15M Texas Parole Management System project. The 40 member project team was stalled and had been overwhelmed by shifting expectations and scope creep. Setup PMO with clearly defined milestones and timelines agreed to by both the project team and the customer. Negotiated final scope of the project and deliverables with the customer. Initiated weekly status meetings attended by project team leaders and customer stakeholders. Created motivation for the project team to complete the project deliverables and satisfy customer expectations.
Concentra Health Services
Planned and facilitated an Integration Strategy Workshop for the purpose of finding ways to grow the business, improve customer focus and reduce costs by integrating the existing offerings of the individual business units. We developed a strategy to achieve synergies through the integration of Concentra's business units by defining the processes required to realize key synergies, identifying integration opportunities, quantifying their potential, prioritizing the opportunities and selecting those that should be pursued immediately. We achieved consensus on specific actions, responsibilities and time frames.
American Airlines
Managed a 15 member team on a $10M HR Service Center Implementation. Facilitated a series of workshops with the customer to determine the required functionality, identify solutions to business questions, define current processes and optimized these processes for the HR PeopleLink Service Center. Managed project scope, deliverables, milestones, defects and change process. Conducted weekly status meetings with project leaders and customer stakeholders. Developed use cases and test scenarios for all business processes. Administered a vendor selection session for IVR, ACD, Case Management and Knowledgebase. Translated business requirements to a technical design. Managed development of custom Web Self Service application and customized Agent Desktop, Case Management and Knowledgebase applications. Directed vendor implementation of ACD, IVR and CTI integration. Performed application integration testing and assisted users during user acceptance testing. The PeopleLink Service Center resulted in a 48% increase in agent productivity and a 30% increase in customer satisfaction of HR interactions.
Environment: Silknet Knowledgebase & Case Management, CTI, IVR, ACD, Application, Web, Application and Data Servers, DHTML, ActiveX, XML, ASP, ODBC, Oracle db, MS Office Project/Word/Excel/Visio/PowerPoint.
Southern Indiana Gas & Electric Company
Managed a 5 member team in an ERP implementation of Oracle Manufacturing Applications. Managed the project plan, deliverables and milestones in MS Project. Conducted weekly status meetings with project leaders and customer stakeholders. Managed application customizations, data conversions, TAR process, integration testing, user testing and acceptance.
Environments: Oracle Applications 11i, Oracle db, MS Office Project/Word/Excel/Visio/PowerPoint.
Sandia National Laboratories
Provided application expertise to the customer in an ERP implementation of Oracle Manufacturing Applications (Inventory, Work In Process, Bill of Materials, Engineering, Flow Manufacturing, Supply Chain Planning and Workflow). Defined business rules and processes and identified areas for improvement. Mapped business processes to application functionality. Determined gaps and initiated customizations. Created use cases and test scenarios. Analyzed and defined data mapping requirements. Coordinated data conversion, application configuration and customization. Performed integration testing, Assisted customer in user testing. Assisted SME in development and implementation of user training programs.
Environments: Oracle Applications 11, Oracle db, MS Office Project/Word/Excel/Visio/PowerPoint.
Symbios Logic
Provided application expertise to the customer in the ERP implementation of Oracle CRM Applications (Order Entry and Projects). Defined business rules and processes and identified areas for improvement. Mapped business processes to application functionality. Determined gaps and initiated customizations. Created use cases and test scenarios. Analyzed and defined data mapping requirements. Coordinated data conversion, application configuration and customization. Performed integration testing, Assisted customer in user testing. Assisted SME in development and implementation of user training programs.
Environments: Oracle Applications 10.7, Oracle db, MS Office Project/Word/Excel/Visio/PowerPoint.
Other titles at Sapient/EXOR included: Sr. Applications Consultant.
Director – InterVoice, Inc.; Richardson, TX September 1988 - June 1997
Implemented Oracle Order Entry, Work In Process, Project Accounting and Trilogy Configuration application modules. Re-engineered business processes and procedures. Trained and supported Sales & Marketing departments in related modules.
Managed a department of managers, analysts and programmers implementing changes on production systems. Maintained superior customer service while delivering a quality product and achieving record revenues and profit margin. Successfully implemented quality processes and procedures to obtain an ISO 9001 certification. Re-engineered the Modifications department which resulted in a 50% improvement in customer satisfaction, a 38% increase programmer productivity, a 33% increase revenue and a 15% increase profit margin. Developed and implemented new processes for Specification Forecasting, Resource Scheduling, Cycle Time Reduction, Project Deployment and Statistical Reporting that increased department productivity by 25% and revenue by $15.2m per year.
Other titles at InterVoice included: Manager, Operations; Programming Manager; Project Manager, Programmer.
Education
Bachelor of Science, Angelo State University, San Angelo, TX.
Major: Computer Science Minor: Mathematics.
Professional Development
Effective Supervisory Management; University of Texas at Dallas.
Technical Project Management; University of Texas at Dallas.
Managing Multiple Projects; SkillPath.
Coaching & Teambuilding Skills; SkillPath.
Legendary Customer Service; Blanchard Training & Development.
Oracle Education: Order Entry, Inventory, Work In Process, Bill of Materials, Engineering, Flow Manufacturing, Supply Chain Planning, Workflow, System Administration; Oracle.
Technical Expertise
Hardware/OS – Personal Computers; IBM iSeries/AS400; IBM/RISC 6000 (AIX); SUN (Solaris); Data General Aviion (DG-UX); IBM 360/370 with VM/CMS; PDP-11; Chyron Graphics Generator; Kavorus Triton Weather Computer; Sonymag Automation System; Windows 7, Vista, XP, 98; OS/400.
Applications – Oracle Applications10.7, 11 & 11i; Mosaic Applications; FileMaker; Adobe: Photoshop, Flash, Dreamweaver; WordPerfect; ScriptCase; Microsoft: Project, Word, Excel, PowerPoint, VISIO, Access, SharePoint, FrontPage.
Languages – SQL; PL/SQL; MySQL; C; C++; HTML; XHTML, CSS, PHP; CGI; ASP; JavaScript; COBOL; FORTRAN; IBM 370 and 8086 Assembly; IGEN; IFORM; Pascal; Modula 2; Basic; FileMaker; FoxPro; dBase; Clipper; Btrieve.
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