Customer Service Management

Experience

Sr. Manager, Global Infrastructure and Operations (Oct 1987 – June 2012/lay off)

Symantec Corporation

Core Areas of Excellence:

Strong Management skills

Source to Pay Lifecycle Business Owner/Analyst

Performance Mgmt/Development/Metrics

Global Team Leadership / Customer Service Focused

Strategic Sourcing and Initiatives

-Supplier Administration/Negotiations/Cost Savings

-Project Planning/Management

-Program Implementations/Administration/Super User

-Business Intelligence

-Report Design

-Budget Management

-Business Process Re-engineering

-Transition and Transformation / Gap Analysis

-3rd Party Integration Partner

-Merger and Acquisition Implementations

-Strong Computer Skills/Web Design

-Change Management/Market Trends

-Classroom/Web Training Instructor

-Information Technology/Asset Management

-Accomplishments and Achievements

-Managed Global Operations and ERP Environment

Business Owner of Procurement/Sourcing/Supply Chain teams for a 6 billion dollar company in the technology sector who provide security, storage, and systems management solutions.

Achieved global cross functional Source to Pay, Supply Chain, and Fixed Asset enhancement projects focused on the Oracle Procurement Module along with upstream/downstream modules (iProcurement, PO, iExpense, AP - with knowledge in AR, GL, FA, OM). This includes Implementations within the Oracle Enterprise Resource Planning (ERP) financial system for versions 10.7, 11.03, 11i, and r12. Lead the system integrations and maintained change controls/configurations/analysis/training for 65+ operating units/countries in North America, Latin America, Asia, Japan, and Europe. Worked and collaborated with business units, IT, and stakeholders for end-to-end process/policy alignment, metrics, develop project and implementation strategies including ROI initiatives, workflow designs, change management for best practices, business process reengineering, creation of configuration documents, business requirement documents, training manuals, and automation. Conducted workshop facilitation, creation of test scripts for DEV/QA/UAT, training documentation, developed and implemented an online computer based training (CBT), global classroom/web based training, testing, system setups, system admin changes, and maintenance.

Effectively managed multiple operational and infrastructure global teams to support business units to deliver best in class operational practices, strategic sourcing and initiatives, negotiations, contract management, and efficient tool sets. Created and deployed RFP/RFQ’s, negotiated payment terms and conditions, and ensure service level agreements (SLA’s) are met. The teams include Global Procurement Team Leads, Operational Buyers (Service Providers and Internal teams in various countries), Report Developers, Web Developers, System Analysts and Maintenance Administration, Project Managers, two Helpdesk Teams (Service Provider and Internal), and Contractors. All teams noted support internal business units for all commodities/projects in the technical and non- technical areas: Information Technology, Technical Support, Research and Development, Marketing/Events/Tradeshows, Branding, Sales, Human Resources, Diversity & Inclusion, PMO, Facilities, and Real Estate. In addition, I worked as an individual contributor with all organizational teams on high demand projects.

Successfully recruited, hired, implemented, transitioned, transformed, and managed an offshore 3rd party service provider/outsourcing Operational Buying Team in India and Romania. Met the corporate goals on outsourcing initiatives to build framework, reduce cost. increase efficiency in the operational processes, improve focus, increase in productivity, talent, and customer service. Performed multiple training sessions globally, created online documentation for operational and sourcing teams, and supported regularly.

Lead Business Objects Procurement Universe design for 3 Implementations and managed BO developers.

Merger and Acquisition Lead for Procurement, Sourcing, and Supplier Administration Teams which consists of ERP data migration, conversion, training on various tools, consolidation of assets, branding, and emerging market tasks.

BPO (Business Process Owner), Functional super user, and Business Analyst to identify, create, and deliver process improvements in iProcurement, Procurement, Receiving, and Accounts Payable. For automated improvements, worked with IT to integrate and deliver ERP internal system performance excellence to increase customer and business productivity.

Identify, plan, facilitate current industry trends and future business impacts as well as growth initiatives for Source to Pay Operations that involve cross functional business process improvement with multiple stakeholders.

Lead and implemented reports in various tools for Procurement, Sourcing, and Finance teams which included metrics, cost savings, work volumes, spend analysis, SEC, SOX Compliance, operations transactional reports, and customized reporting.

Develop and Maintain Microsoft SharePoint collaboration sites.

Business Continuity/Disaster Recovery Lead for Global Procurement teams. Utilized LDRPS (Living Disaster Recovery Planning System) to document plan.

Department Budget projection, analysis, and spend management tracking.

Implementation of Corporate Card/Concur participation with AMEX.

Managed Global Supplier Administration Team with knowledge of global tax rules, currency, and country requirements.

Managed Corporate Travel Team. Designed and Implemented customizations in ‘GetThere’ Travel tool specific to corporate requirements for business travelers. Negotiated cost for Private and Commercial companies with various Airlines, Car Rental companies, and Hotels.

Department Budget tracking for projection, analysis, and spend management.

PCard Implementation and design of home grown reconciliations software database.

Software Skills

Proficient in the following:

Oracle Procurement Functional super user and subject matter expert in Oracle iProcurement and Punchout, iSupplier, Procurement, Receiving, and Approval Workflow, and Multi Org functionality (10.7, 11.03, 11i, r12). Competent in Third Party Network for automation, AP, Fixed Assets, and iExpense modules.

Concur Automated Expense Management system.

PeopleSoft/Workday Human Resource Management system.

Reporting tools: Business Objects (3 Implementations/Upgrades v.6.5, BO XI R2, BO XI R3), Crystal Xcelsius dashboards, and Hyperion.

Microsoft Applications (Word, Excel, PowerPoint, Access, SharePoint, Project, Visio, Outlook).

Salesforce.com for Contract storage.

Data Loader to export, import, and migrate data between databases.

Metalink – Oracle support platform that hosts blogs and postings of Oracle functionality and development issues/fixes.

Formal Training and Activities

Certified Purchasing Manager (CPM) certified 1990-2000. The Certified Purchasing Manager (C.P.M.) is based on the operational aspects of purchasing and supply chain functions, contract agreements, negotiations, technology, and relationship management.

Multiple Oracle University Courses for PO, AP, AR, GL, FA foundations, Workflow, Administrative Setups and Configurations.

LEAN/Six Sigma Methodology Training Course to Measure-Analyze-Control business processes and eliminate non value added steps, improve quality and streamline across the organization.

Change Management Course with Prosci – provided the knowledge and understanding of risk reduction and impacts associated with transformation.

Symantec Learning and Education in house/web courses – 100 hours per year in various courses which include but not limited to: Talent Management, Hiring, Career Growth, Development Plans, Coaching, Managing Teams, Spend and Negotiations, Managing Projects, and various Software Applications courses.

Project Management 6 month Course in 2009 from at University of Central Florida (UCF).

Member of and continuous education in the following organizations:

Oracle Applications Users Group (OAUG) – Provides value added ebusiness information, knowledge base information on development and functional upgrades and implementations. Attend annual conferences, meetings, online forums, and web courses/presentations.

Project Management Institute (PMI) - Active Member. Provides continual education and knowledge for best practices and networking. Attend forums and frequent web based courses.

International Association of Outsourcing Professionals (IAOP) – Active Member. Offers guidelines on industry standards running a business with the same with less overhead, and more efficiency lowering the cost to run a business. Attend annual conferences and online forums.

References

Available upon request

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