Customer Service Project Manager

*** ***** **** *** ***** DRIVE • FORT MYERS, FL **919

PHONE: 239-***-**** • MOBILE: 239-***-**** • E-MAIL: ***********@****.***

PROFILE

DIANE M. JORDAN

Demonstrated managerial capabilities, by consistently delivering large, complex projects on-time and on-budget. Accomplished leader with the ability to build, train, motivate, and mentor successful teams to outstanding performance. Effective communicator with excellent interpersonal and customer service skills. She has completed twenty complete implementation cycles. Expertise includes: Experience on Lawson 8.1, 8.03 7.x, 6.x, Lawson M3 7.1 Quote to Cash, Procure to Pay, and Manufacturing, and MS Office Word, Excel, PowerPoint, Project, and Outlook.

• Project Management • ERP Software Systems

• Process Improvement • Customer Service

• Organizational Analysis • Team Leadership

• Business Consulting

• Requirement and Gap Analysis • Training and Development

PROFESSIONAL EXPERIENCE

ADVANCED MATERIAL DISTRIBUTION

Bookkeeper Fort Myers, FL 1/10-Present

• Keep books for wholesale warehouse distribution firm. Firm consists of two companies.

• Process monthly and quarterly state sales tax.

• Do annual filing of business federal IRS tax.

• Implementing QuickBooks to replace current manual system.

OLDCASTLEAPG Senior Implementation Specialist Fort Myers, FL

6/08-12/09

• Train APG users in Lawson M3 Quote to Cash, Procure to Pay, and Manufacturing functionalities at over 200 sites.

• Support all levels of users prior to and after Lawson M3 Go Live.

• Test site data (using test plans)prior to going to site for training purposes and to note inconsistencies with pricing, customer set up, taxes, etc.

• Write and update online user documentation.

• Consult with site management and users and employees to deploy best business practices system wide.

• Support over 200 sites by working on Corporate Help Desk.

• Troubleshoot user software issues.

• Train manufacturing personnel on scanner functionality.

• Work with salespeople to utilize M3 Quote to Cash functionality to facilitate sales.

SYNTHASYS, LLC

Director of Lawson Professional Services Fort Myers, FL 10/7-03/08

• Support Lawson contacts through consulting and project management.

• Develop and implement standard sales policies and procedures

• Manage, procure, and maintain major accounts

• Management of resources (calendar, schedule, priorities, training, hiring, etc.)

• Effective communication to executive management on how these resources are being deployed and utilized.

• Develop, implement and manage “Best Practices” for delivery of Professional Services and follow up support to ensure customer success.

• Track and evaluate financial success of each billable engagement to determine profitability

• Provide high-level Project Management to major projects and professional services as required

ACS

Consultant Fort Myers, FL

04/07-08/07

• Member of Lawson Help Desk that fielded a variety of Lawson vs. 8.03 issues from the hospital employees.

• Issues covered different Lawson Suites.

• Responsible for resolution of open tickets either through own knowledge or escalating to Lawson Support Center.

• Utilized HEAT online system for tracking help desk calls.

JORDAN E-CONSULTING CORPORATION (CEO) Fort Myers, FL 11/05-12/06

• Discussed with Purchasing Director of Standard Insurance whether 8.03 Lawson software not currently using, is worth effort to implement.

• Conducted requirement sessions with AP, Purchasing, Receiving, and Buyers.

• Conduct Q & A sessions with all Lawson users.

• Review with Purchasing Director companies business practices and current use of Lawson.

• Provided GAP Analysis Report to Purchasing Director with findings and Lawson opportunity

• Responsible for researching changing processes, providing AS IS and TO BE process flows, and Work Instructions as well as training and communications on a where needed basis.

• Worked with user community to provide change management for reimplementation of Lawson 8.1 HR/PR at Providence Healthcare facility in Anchorage, AK. This was done as part of a requirement project.

• Provided Lawson 8.03 procurement post implementation support to buyers at St. Josephs Providence Healthcare.

• Responsibilities included purchasing one on one training, purchasing implementation issue resolution, and procurement consulting.

• Researched vendor item issues and provided needed solutions (agreement amendment, PO Vendor Item corrections, updates to item file.

ZYCRON, INC. Nashville, TN

Implementation Coordinator 4/05-8/05

• HCA Implementation Coordinator responsible for implementation and post support of HCA version of 8.1 Lawson Management Self Service and Human Resources at HCA facilities.

• Responsibilities included ensuring tasks were completed on time based on MS Project Plan. Trained users in XML version of MSS functionality. Worked with HR Director, recruiters and HR generalists to accurately enter conversion data into Lawson and data cleansing of legacy system. Liaison between corporate payroll, HRIS, and training departments to ensure that Lawson tables were fully populated prior to parallel and live conversions, on-line and public training classes were completed by facility employees, and updating of project status via Clarity/MS Project Plan and status report and weekly conference calls.

• Facilitated Kronos upgrade, Web based training, and reprogramming of time clocks.

Sabbatical Fort Myers, FL 2003-2004

Lawson Software Dallas, TX

Lawson Client Service Manager 09/00-05/02

• Maintained responsibilities of the Project Lead, and managed six consultants.

• Project manager for Pioneer Foods HR Implementation as well as two 6.1 to 7.2 upgrades (Coca Cola ((Asset Management, Financials, and Procurement)) and IMTT). The latter included the financial, HR, and procurement modules.

• Responsibilities included developing and updating the project plan, conducting weekly staff meetings, and managing Lawson consultants and client users to ensure the tasks were being completed on time.

• Oversaw implementing clients’ accounts receivable, ensuring it was kept current and ended with a zero outstanding balance when implementation / project was complete.

• Managerial responsibilities included hiring / firing, developing consultant certification training plans, employee reviews, and future certifications planning.

• For bonus purposes, kept team utilization standards above the 60% minimum; met or exceeded bonus goals all quarters but one.

• Successfully completed Corporate Managerial Training program.

• Responsible for procurement consulting and training Unix, Windows, and AS400 clients.

Lawson Project Lead 05/99-09/00

• Completed two implementation cycles and one upgrade: suites included HR, procurement, supply chain, and financials.

• Other areas of responsibility included scheduling resources, coordinating with Lawson partners, developing and updating project plans, working with clients to expedite issue resolution, participating in client status meetings, and assisting clients using Lawson Implementation Methodology.

• Responsible for procurement consulting and training Unix, Windows, and AS400 clients.

Lawson Material Management Application Consultant 02/98-05/99

• Responsible for application training (on-site client as well as Lawson public classes), consulting, and ensuring a successful Lawson Software client implementation. Provided client support throughout implementation and post implementation cycles of AS400 clients.

• Certified in 6.1 and 7.2 Lawson inventory control, purchasing (including invoice matching), and requisition.

• Completed training in Lawson Supply Chain (Order Entry, Billing, and Sales Analysis), HR, and Financials.

Our Lady of the Lake University Irving, TX

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