Support Manager / Project Manager / Business Analyst

Xavier Nazario

Professional Summary

Avid change promoter and manager possessing excellent communication, organizational, and interpersonal skills. Last ten years of work history include a diverse background (Audit, IT, Finance, Pricing), with a concentration on enterprise systems and processes. Most recently, as a member of the Corporate Pricing Team, provided leadership and guidance through the use of pricing methodologies, new tools, and analytics to enhance margin productivity and maximize profits.

Professional History

HD SUPPLY / HOME DEPOT SUPPLY / HUGHES SUPPLY – Orlando, FL

Sr. Pricing Analyst 5/2007-1/2009

• Gathered business requirements and guided Pricing teams through the drafting, developing, implementing, and measuring of effective and actionable margin improvement plans/initiatives.

• Developed statistical analysis and execution roadmap to derive, implement, and monitor minimum product margins. Total identified opportunity of ~ $800K.

• Provided due diligence, project oversight, implementation support and training for the Zilliant pricing tool.

• Identified over $8M in price improvement opportunities on low margin national customers.

• Assisted lines of business in delivery and execution of actionable metrics that provided visibility into $20.5M in GM$’s.

• Developed and implemented analytics package for strategic planning including customer, sales, product velocity and margin performance.

Financial Systems Support Manager 4/2006-5/2007

• Created, staffed and managed the corporate financial systems help desk to support the Oracle Financials implementation.

• Developed and enacted policies/procedures (including ITIL best practices), call handling process/routing, escalation procedures, and service level agreements.

• Performance goals achieved include Customer Satisfaction Rating of 4.5 or greater (out of 5), and first call resolution of 55% or greater throughout tenure.

• Successfully implemented the Service Center ticketing tool (from pre-implementation planning through resource training and post-implementation issue resolution) as well as the use of Cisco Desktop phone system for call routing.

• Member of ICC (Internal Change Control) Committee and maintained a minimum voting participation of 75% in the Change Management Process.

Operational Systems Support Manager 6/2004-4/2006

• Served as user advocate and provided guidance in the preparation of change requirements to the ERP system (Eclipse), processes, policies, and procedures.

• Implemented efficiency gains (automation of access requests), process improvements (2nd level team to review issues prior to partner escalation) and resource management (reduced overall headcount).

Note: Additional examples available upon request.

• Prepared, evaluated, and reported to upper management help desk metrics and met performance goals such as Time to Answer (27 seconds actual vs. 30 seconds goal) and an Abandon Rate less than 10% (5.2% actual).

• Obtained Help Desk Manager certification from Help Desk Institute (HDI) with a score of 94% and Foundation Certificate in IT Service Management (ITIL).

Help Desk Analyst Supervisor 6/2003-6/2004

• Supervised the activities of Level 1 Analysts while ensuring adequate staffing levels for daily operations and inventory support.

• Prepared and analyzed metrics on call volumes through real-time call queue management in Cisco Supervisor Desktop for departmental use and feedback.

Operational Support Analyst 8/2002-6/2003

• Provided operational support and built relationships that translated into the development of knowledge at the user level as well as increasing their independence.

• Identified opportunities to create and/or change current policies and procedures during customer interaction and followed opportunities through to implementation.

Staff/Senior Auditor 5/2000-8/2002

• Conducted Branch Operational Reviews, audits, and inventory observations in order to determine compliance with Management instructions, operating procedures, policy statements, and Company goals and objectives.

• Made oral and written presentations to Management during and at the conclusion of audits and reviews as well as discussed findings, implications, and recommendations to improve efficiency and effectiveness of operations with auditees.

• Received an “Outstanding” performance rating on Yearly Performance Review (May 2002) for going beyond the scope of accountability in assisting others and in contributing new ideas of demonstrated value.

Assistant Auditor, UNIBANK – Miami, FL 1998-2000

• Served as a consultant to management; coach to staff members; reported to the Audit Committee.

• Responsible for performing all bank audits of accounting, operations, and lending as a member of the Audit team.

• Received a “Superior” rating on yearly performance appraisal (September 1999) for exceptional achievement and substantially surpassing all aspects of job requirements.

Operations Manager, CITIBANK – Miami, FL 1996-1998

• Provided leadership with focus on operational expertise, control, and customer service delivery.

• In charge of implementing and monitoring audit, compliance, and technical policies and procedures.

• Through emphasis on communication, development, and reinforcement led the branch to achieve “Above Average” and “Excellent” semi-annual audit ratings during 1997 and 1998.

Education

Bachelor’s Degree, Business Administration in Finance and International Business

Florida International University, Miami, Florida

Certifications

Foundation Certificate in IT Service Management (ITIL)

ISEB (Information Systems Examination Board)

Help Desk Manager Certification

Help Desk Institute

Other

Bilingual (English/Spanish)

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