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Customer Service Engineer

Location:
Tiffin, Ohio, 44028, United States
Salary:
45000
Posted:
May 28, 2010

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Jonathan D. Hoertz

***** *********** **** ******** *******, OH 44028

Cell 216-***-****

k9orix@r.postjobfree.com

Objective

To utilize my knowledge and experience in Process Design, MIS, Metrics and Custom Software Application Design in a position that will allow me to achieve real savings and value.

Experience

2009 – Present OnlineSelfStorage.com DBA Call Maximizer

- Middleburg Heights, OH

● Responsibilities include transitioning company reporting structure from Crystal Reporting to SQL Reporting Services. Upgraded company databases from SQL 2000 and 2005 to SQL 2008.

● Designed and implemented new Dashboard Metrics computer system to track employee information, HR concerns, vacation, paid time, system and equipment issues, employee and department quality performance and productivity over any given timeframe and produce visual reporting to quantify employee productivity for use in reviews. System designed and built in MS SQL Reporting Services.

● Backup IT manager -Rebuilt Company network including server allocation, network bandwidth improving performance and uptime.

● Built forecasting tools to better control spending on manpower leading to the first profitable month in eight quarters.

2008 – 2009 Hyland Software

- Westlake, OH

Quality Assurance Engineer

● Responsibilities include designing and running test plans for the OnBase software suite to eliminate “bugs” and solve customer issues within the software to provide a better product to our internal as well as external customers.

● Achieved OnBase Proficiency Level II Certification.

● Achieved AIIM ECMP Certification (Electronic Content Management Professional).

● Achieved CDIA+ Certification (CompTIA Certified Document Imaging Architect).

2004 – 2007 National City Bank Payment Solutions Operations

- Cleveland, OH

Operations and Technology Analyst

● Responsibilities include analyzing department systems, procedures and processes to improve service and performance and value to our internal as well as external customers.

● Member of team to re-engineer all department processes and workflow to introduce LEAN and Six-Sigma principles into the process.

● Designed and implemented new Dashboard Metrics computer system to track employee information, HR concerns, vacation, paid time, system and equipment issues, employee and department quality performance and productivity over any given timeframe and produce visual reporting to quantify employee productivity for use in reviews. System led to a reduction of 125FTE without capacity loss. System designed and built in MS Access; SQL and Visual Basic.

● Designed and implemented incoming volume forecast model in MS Excel and MS Access to forecast volume accurately within +- 5%. Accuracy of forecast allowed cost savings of >$1 million a year in overtime pay.

● Analyzed and redesigned data collection procedures to achieve greater accuracy.

● Designed and implemented a new EDS data collection and reporting system to achieve cost savings by reducing the amount of time it took to produce departmental monthly reports. This produced time savings of 14 hours per month. System designed and built in SQL and MS Access.

● Designed and implemented new MS Excel based computer system to track, audit and balance the department's overnight shipping costs, thus allowing us to accurately bill charges back to our customers.

Average cost savings to department of $180K a year.

● Local administrator for department computer systems including troubleshooting, repair, upgrades and design.

● Managed project to move department to new location. Came in on time and under budget.

● Successfully Implemented HP Printer conversion project for reliability improvements and overall cost savings of >$30K per year.

● Worked with Corporate Sourcing to re-negotiate contracts with our overnight couriers to save >$3.5 million per year.

● Audited and reevaluated department telecommunication needs and budget, this produced savings >$75K per year.

2003 – 2004 National City Bank Transportation Services -

Cleveland, OH –

Senior Logistics Operations Analyst

● Member of Management Team over staff of approximately fifty people in three cities in charge of analyzing department processes, procedures and systems to improve service, value and performance to our

internal as well as external customers.

● Designed and implemented new Receiving database computer system to eliminate paper-based logs and

streamline data housing and data sharing between various departments within the bank to achieve greater cost savings and improve service levels. System designed and built in MS Access and MS Excel.

● Designed and implemented new Dashboard Metrics computer system to track employee information, HR concerns, vacation, paid time, system and equipment issues, employee quality performance and productivity over any given timeframe and produce visual reporting for management to quantify employee productivity for use in reviews. System designed and built in MS Access and MS Excel.

● Designed and implemented new MS Excel based computer system to track, audit and balance the bank’s multi-million dollar U.S. Postal Service accounts in order to more closely protect bank interests.

● Developed new bank branch security audit for loss prevention and oversaw its implementation to standardize procedures across the entire retail branch footprint.

● Promoted to new position within company.

Nov 2002 – 2003 National City Retail Auto Lease -

Brecksville, OH

Auto Lease Logistics Specialist•

● Provided customer service and technical support to lease customers moving to new state of residence.

● Developed and implemented process improvements to limit the number of missing titles in order to protect bank’s security interest.

● Created new Production Dashboard Metrics reporting in MS Excel in order to better quantify performance.

● Analyzed department processes and procedures to recommend and complete redesigns to enhance end-user database for tracking of missing titles.

● Recipient of EMPLOYEE OF THE MONTH award in January 2003 for outstanding production performance and in recognition of process improvements leading to lowest percentage of missing titles in department history.

● Promoted to new position within company.

1998 – 2000 Bio Active Nutritional Melbourne, FL

Head of Corporate Accounting

● Supervised departments of accounts payable, receivable, and GL.

● Oversaw all financial direction for company, including implementing procedures and processes for overall cost savings. This lead to cost savings in excess of $10K per month in Operating Expenses.

● Renegotiated contracts with suppliers and creditors to increase profitability to debt ratio. The changes lead to ~$20k a month that was turned in to capital for reinvestment in the business.

● Was the Network Administrator, updating and maintaining the company’s computer Network,

including hardware and software.

Education

1997 American School Chicago, IL• - Graduated. Focus on Accounting.

Six Sigma & Lean Manufacturing Principals Certification

Phoenix-Hecht Mail Float Study Management Certification

MS Access, MS Excel, MS PowerPoint developer.

Certification in Crystal Reporting Management.

Certification in "Business of Banking" essentials.

OnBase Proficiency Level II Certification

AIIM ECMP Certification (Electronic Content Management Professional)

Achieved CDIA+ Certification (CompTIA Certified Document Imaging Architect)



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