Manager Customer Service

DAMIAN J. W. D'SOUZA

***** ****** ***** *****, ********* City, California 93224

eMail: *********@*****.*** Telephone: 360-***-****

OBJECTIVE

To apply my leadership, management and technical skills in a progressive and growth oriented organization to enhance corporate profits through increased productivity and customer service levels.

RELATED SKILLS AND EXPERIENCE

Strategic Leadership

• Identify, strategize and drive technology changes that increase overall competitive position, embrace industry trends and anticipate new business opportunities.

• Leader of design and execution of technology for all company platforms.

• Partner with management teams on short and long term strategic planning, process improvement and technology focus for the entire organization.

Management

• Built, lead and develop teams of up to 22+ highly-skilled professionals including application developers, IT analysts/support staff, hardware/software engineers, web developers, software validators and social media staff

• Assign and monitor daily work tasks, project management and development

• Prepare, evaluate and deliver performance appraisals and facilitate staff development.

• Provide on-going communication regarding performance expectations and company objectives through coaching, feedback and performance management.

• Utilize corrective action process where needed to address deficiencies and to meet standards.

• Plan for and managed temporary contract staff, external contractors, programmers and vendor activity.

• Responsible for systems, telecommunications and online end user education, documentation and training

Tactical Planning, Analysis, Implementation and Deployment

• Define requirements for new tech implementation related to new products development/support and to technology infrastructure and vendor relationships.

• Prioritize and control projects and project portfolio, technology initiatives and manage execution.

• Assess and recommend hardware and software acquisition and maintenance.

• Analyze departmental requests and technology initiatives to determine cost effectiveness and budget impacts.

• Routinely analyze business practices to ensure cost effectiveness and efficiencies through the use of technology to eliminate manual functions and redundancy and promote process improvement.

• Worked with staff on beta testing and rollout of training for approved application while adhering to budget goals.

• Worked with internal/external consultants, client vendors to convert to online applications relevant to business.

• Implemented and maintain tracking system for all production, operational and financial statistical data for

• Departmental analysis, staffing productivity performance and budgeting purposes

• Implemented use of scanners, electronic scales and other electronic devices to enhance automation, process improve and lower overhead costs

Web Development

• Responsible for design, layout, administration and maintenance of external websites, intranet and extranet sites

• Implemented online ordering and eCommerce sites

• Developed and delivered online training in support of various web based applications

• Developed eSurveys, eMarketing, customer rewards and web-based eCoupons to attract customers to client sites.

Systems Analysis / Network Administration / Telecommunications

• Proposed, designed, setup and administered local and wide area networks including all telecommunication services and eMail, utilizing Voice over IP (VoIP

• Charged with ensuring 100% uptime of all services, including MS Exchange Server, Mas90/200 Accounting, ADP Payroll Server, all telecommunications, MAC graphics, data and backup servers.

• Administered and tested disaster recovery and network / data security threats and violations.

• Researched, developed and maintained systems interfaces between applications including web-based applications

• Support of graphics based Macintosh servers and workstations connected to NT network via TCP/IP

• Implementation and automation of warehousing using handheld devices such as scanners, electronic scales etc

• Setup and administration of various telephone systems and consumer relations ACD phone queues

• Administration of voicemail systems, TI’2, fiber optics circuits, long distance and cellular corporate calling plans

• Administrator of all systems and telecommunications related systems contracts and rates

Electronic Data Interchange (EDI)

• Responsible for consolidation of trading partners to a single value added network “VAN” from multiple providers

• Handled all EDI setups and trading via edi for major retailers such as Costco, Target, Wal-Mart, Walgreens etc

• Responsible for automated integration of EDI orders directly into Mas200 ERP system and return of electronic advanced ship notices and invoicing daily via edi

Point of Sale

• Installation, administration, consolidation, rollout, training and technical support for Windows / UNIX based POS Systems for 200+ video rental and oil change retail locations the US and Canada.

• Worked with POS vendors on system development and enhancements and deployment of updates

• Integration and maintenance of POS/Accounting, ACH Banking and payroll interfaces

• Hosted POS end user group sessions to solicit new software enhancements and training requirements

Budgeting, Finance & Accounting

• Prepared annual capital expenditure, IT and telecom budgets and expenses

• Responsible for licensing and fixed assets tagging of all systems and telecommunications equipment

• Negotiated over $700k in technology-related vendor contracts in order to meet business needs and budgets

• Experience with administering, supporting and interfacing with various accounting system

• Introduced paperless electronic billing and invoicing, resulting in positive cash flow from collections

• Conducted financial analysis, setup revenue and sales budgets/projections for measuring sales and productivity

• Assist clients with daily accounting functions such as accounts payables, receivables, banking, invoicing and billing, collections, monthly general excise tax and annual vendor 1099 tax forms

WORK EXPERIENCE

Northwest Products Inc. April 25, 2005 – Present Director – Information Services

Pacific Creative Solutions Nov 01, 2003 – April 24, 2005 Business Analyst / Consultant

Papa Murphy’s International, Inc. Apr 19, 1999 – Aug 12, 2003 Director – Information Services

Videoland Inc. Nov 01, 1997 – Apr 18, 1999 POS / IT Manager

BMG Direct Ltd. Jan 30, 1995 – Oct 12, 1997 Call Centre / IT Manager

Mr. Lube - A Division of (Exxon) Jun 17, 1991 – Nov 18, 1994 POS / IT Manager

EDUCATION

B.S. Computer Science equivalence awarded – U.S. Department of Labor, Annual Food Service and Hitech Hospitality Conventions, Franklin Covey Project Management, Franklin Covey – Achieving your Highest Goals, Various Accounting Training; Association of Computer Professionals – Diploma in Computer Systems Analysis and Design

REFERENCES

Available upon request

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