Manager Customer Service

GREGORY L. MUNIZ

**** ******* ***** • Troy, MI **085 • Phone: 248-***-**** • *******@*********.***

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CUSTOMER SUPPORT REPRESENTATIVE / ADVANCED-LEVEL ADMINISTRATIVE SUPPORT

• Dynamic, qualified, and highly ethical Customer/Administrative Support Professional with 29 years' extensive experience providing key support to customers, clients, colleagues, and the community.

• Expert in analyzing data, resolving problems, and providing superb customer service.

• Able to perform administrative support work, including managing ad hoc projects, drafting memos and correspondence, sending messages, answering phone calls, and providing additional office support as required.

• Excellent leadership, interpersonal, and written and verbal communications skills; innate ability to build rapport with clients and colleagues and succeed in high-pressure, challenging, and deadline-driven environments.

• Computer Skills: Microsoft Office Suite (Word, Excel, PowerPoint, Publisher, Outlook), Visio, Outlook Web Access, Outlook Express, Writing macros for automating mail merge and processing outbound e-mails

in Microsoft Office, various document and OCR desktop-scanning applications, Business Objects ad-hoc reporting, Capturx for Excel, PC troubleshooting and resolution, Keyscan card access system.

AREAS OF EXPERTISE

Customer Service

Client Relations

Administrative Skills

Project Management

Invoicing/Billing

People/Process Management

Office Management

Print & Online Publication Tools

Budget Management & Tracking

Analysis & Problem Resolution

Conflict Resolution

Organizational Management

Computer & Network Operations

Peoplesoft User

Communications

PROFESSIONAL EXPERIENCE

Company: Entertainment Publications, LLC 1994 – 2011

Positions: Senior Buyer, Procurement (IT) / Director, IT Operations / Manager, Publishing Systems

Senior Buyer, Procurement (IT) (2009 - 2011):

Reviewed invoices for voice and data services provided for our company by various providers: Qwest, AT&T, Verizon, Sprint, WebEx, and InterCall. Entered and processed purchase requisitions in system, created purchase orders, and approved, assigned, and delivered to various approved vendors. Streamlined purchase order processing for coupon book production by opening the web application, API, and utilizing an Excel-created text file to push the PO data into the web app, efficiently creating and sending as few or as many purchase orders as needed to the awarded vendors. Reviewed existing voice and data contracts to allow for negotiations, decreasing costs for services and new technology while simultaneously obtaining the necessary technology options at lower costs. Designed a solution for managed print to significantly reduce hardware technician's troubleshooting time and resolve operational issues with the new fleet of HP MFD as well as the remaining standalone workgroup printers. Collaborated on numerous R&D projects throughout career, including working with an outside company to provide a solution to enable sales staff to handwrite sales forms utilizing a digital pen. The handwritten data was then forwarded from the pen to their Blackberry devices and then to a Microsoft SharePoint database where it was integrated with the correct form and ready for final review.

Additional Areas of Responsibility (2003 - 2011):

I also had responsibility for the Corporate Data Center; providing oversight for temperature and humidity control, power control and their backup systems, including the Uninterruptible Power Supply (UPS), Automatic transfer switch and the 350KW generator. I provided the appropriate third party to perform regular maintenance under contract on all these systems and managed their day-to-day operation. In 2003 when Entertainment moved to their current address, I was project manager and carried the responsibility of the necessary IT infrastructure, this included the physical security system for the entire building; a access keycard system for our suites that also worked in unison with the main floor common access doors. The key card access system was also configured to use for monitoring various environmental characteristics within the room to insure they stayed in normal operating parameters to support the necessary up-time for network and computer systems in the Data Center. This monitoring system was tested regularly and used wireless communication for notifying support staff of an environmental system falling outside the normal operating parameters for 24 hour monitoring and notification.

Director, IT Operations (1998 - 2009):

Originally assigned to merge three areas that had previously been separate: Helpdesk, Voice and Data Communications, and Desktop Support. Successfully combined these areas to provide greater proficiency and quality in Customer Service. Managed IT budget tracking and invoice review for all IT services and products purchased by IT (expense and capital expenditures). Created an integrated trio of standalone IT-support areas, enabling the creation of a legitimate third-level support group without additional staff. Organized the input of this third-level team to create regular technology upgrade schedules for all company computers, both at headquarters and remote facilitates; provided internal infrastructure to support the computers as well as their access to internal systems (i.e., security, access control, and internal HQ wireless access). Worked remotely to redesign the existing regional offices (12), repurposing these spaces to accommodate new company initiatives. Oversaw the identification of new, reasonably simple technology that could be utilized to increase sales force effectiveness and simplified processes allowing sales force to submit signed offers for coupon books at a faster rate. Standardized existing copier fleet (25 units) into HP line using a color and a black & white model in different areas of the headquarters facility. The new 15-unit fleet reduced the number of workgroup printers by 50%.

Manager, Publishing Systems, IT (1994 - 1998):

Successfully automated the creation of camera-ready artwork from database-entered data. Provided publishing rules to programmatically drive creation of these proofs, making it possible to produce 90% of all proof offers to be produced via this method, dramatically streamlining and reducing the overall production cycle. Identified postscript network printer that could be located in the field offices, allowing proofs to be sent back to originating office.

Company: Entertainment Publications Inc. 1982 – 1994

Positions: Manager, Publishing Systems / Assistant Manager of Production, Production / and Assistant to Production Manager, Production

Manager, Publishing Systems (1989 - 1994):

Designed and refined the Production Management Methods that were utilized to separate various editions by copy deadline and various stages of production; typesetting, proofreading, and paste-up and artwork reproduction procedures. Provided necessary hardware support for high-end typesetting system called the "Bedford Typesetting" system, which was comprised of an online scanner; created procedures for its use, allowing real-time integration of artwork with text and output of a one-piece camera-ready proof. Formatted and streamlined the creation of company offer entry and typesetting production process for newly acquired coupon company so everything could be managed internally by office staff using an Apple MAC Plus. Produced significant savings in outside typesetting costs; in the first year of this process, all editions were successfully produced using these new systems and processes.

Assistant Manager of Production, Production (1984 - 1989):

Oversaw a number of test products that were produced: discount yellow pages, People and their Pets, and Baby centric discounts, among others. Utilized Apple products in creative department to efficiently produce custom advertising for high-end advertisers. Played a key role in providing end-user support. Utilized QwarkExpress extensively to produce directory-listing products, eventually replacing with Ventura Publisher, and finally Adobe InDesign. Provided tight management procedures to oversee regular book production and maintain organization, efficiency, and priority.

Assistant to Production Manager, Production (1982 - 1984):

Managed the second shift during heavy production months. Oversaw production-typesetting floor, establishing production camera procedures for the creation of logo and menu artwork. Refined and further formatted systems and processes as the number of editions and the volume grew each year, effectively ensuring all deadlines were met without the need for outsourcing.

PROFESSIONAL TRAINING & AWARDS

Training: When Only the Best Will Do (Hiring course); Bedford Systems Hardware Specialist; ECRM Autokon Scanner; PrintWare High-resolution Output Devices; Tool and Die Apprenticeship.

Awards: "Everyday Hero" award: result of coworker nominations from throughout Headquarters facility, awarded annually.

COMMUNITY INVOLVEMENT

Community Involvement: I have played an important role in the development of young people in the context of life principles through their instruction in Biblical principles. I was Sunday School Superintendent at our church for over twenty years. I have also been a Senior Youth Circle counselor for the past 15 years.

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