Computer and Software Skills

Microsoft Suite, SharePoint, Lotus Suite, Oracle, Lawson, Equinet, Act, MicroStrategy, Monarch, Org Plus, Kenexa

·         Created and authored an Interview Toolkit for hiring managers which included a Hiring Manager Checklist, Tips for Pulling Interview Teams Together and Sample Behavioral Interview Questions.

·         Developed forecasts to project future employment needs while maintaining an annual variance of +/- 0.5%.

·         Managed field support for operations in two regions, resulting in attaining greater market share, reducing employee turnover by 20% and increasing customer satisfaction by 30%.

·         Initiated a management effectiveness program, which reduced employee turnover by 20% for Branch Sales Managers and 30% for Sales Associates.

·Monitored compensation for competitiveness maintaining an average increase of 2.3%.

·Selected as the “Recruiting Ambassador” for Greater Boston as a result of pro-active recruiting focusing on employee retention. 

SEPHORA                                                                                                                                       Boston, MA, 2010 – 2011

Store Sales Director, Chestnut Hill, MA (5/2011 - 8/2011)

Corporate Recruiter (11/2010 - 4/2011)

Responsible for recruiting and staffing holiday sales professionals in the Boston market for seven existing stores.  Successfully staffed two new stores in the Northeast districts that included Dedham, Massachusetts, and the Mohegan Sun Resort in Connecticut. 

BECKMAN COULTER GENOMICS                                                                                                          Danvers, MA, 2010

Contract Human Resources Consultant

Human Resources Liaison for multiple locations across the medical doctors’ business centers.  Managed recruitment efforts in collaboration with Minnesota recruiting team; scheduled interviews of new employees and de-brief meetings via Lotus Notes, coordinated travel and transportation for the various locations.

LORD & TAYLOR                                                                                         New York, NY & Toronto, Ontario, 2009 – 2010

Manager of Compensation/Expense

Prepared, analyzed and maintained company salary structure, job documentation, job evaluation systems, policies and regulations.  Directed preparation and distribution of written and verbal communication to inform employees of compensation and personnel policies.  Prepared and maintained budgets for human resources and merchant accounts.

·         Responsible for developing competitive compensation plans and completed salary surveys in conjunction with The Hay Group, a national consulting firm. 

·         Managed performance evaluation and reward systems for “performance to plan” recipients throughout the company.

FINLAY FINE JEWELRY                                                                                                             New York, NY, 2005 – 2009

Field Human Resources Manager

Responsible for all human resources practices for a staff of nearly 600 employees in 47 stores.  Enforced corporate policies and procedures, STD, FMLA, LTD, Worker’s Compensation, and Labor Laws.

·         Conducted a full cycle of hiring (averaging 10 requisitions for permanent hires, 20 for seasonal hires): identified staffing needs, developed job descriptions, sourced applicants (using online search engines, career fairs and direct recruitment), and extended professional job offers.

·         Developed and executed employee retention strategies collaborating directly with managers to create positive work environments, organized and supervised training programs and introduced morale boosting programs which encouraged extended open door policies. 

·         Coordinated monthly and quarterly productivity management programs; compiled data for annual performance reviews; performed exit interviews and analyzed data to identify and determine trends.

·         Managed legal compliance, including record keeping, background investigations, reference checking and unemployment/leave of absence claims; investigated and facilitated resolutions for employee relations issues on average of 2-3 cases per day.

Wheaton College, Norton, MA                                                                                              

Bachelor of Arts, English Literature

Linda S. Sullivan

 PMP, CLSSGB

67 Methuen Street · Lowell, MA 01850 ·  Linda_Sullivan@comcast.net · 978-866-8290

http://www.linkedin.com/in/lindassullivan

Accounting & Finance Professional

PMI certified Project Management Professional and Certified Lean Six Sigma Green Belt with a strong background in Accounting and Finance.  Versatile and adaptable with extensive domestic and international experience across the full spectrum of accounting and finance activities, a demonstrated record of success leading the preparation and analysis of detailed financial reports and proven expertise driving efficiency, enhancing productivity and realizing cost savings through evaluation and implementation of continuous process improvements.  Independent, level-headed, dedicated and enthusiastic leader committed to the achievement of strategic corporate goals, leading by example with professionalism, tenacity, humor and respect for colleagues, customers and other stakeholders.

Core competencies include:

Selected software proficiencies

Excel (power user) ~ Project ~ Access ~ Word ~ PowerPoint ~ SAP ~ Oracle ~ SAGE Tetra ~ Hyperion

Recent Activity

February, 2012:  Panelist testifying before the Massachusetts Legislature’s Jobs Creation Commission

Henkel Corporation, Billerica and Canton, MA                                                                                                      2005 to 2011

A Fortune Global 500 R&D and manufacturing company with $21.2 billion in sales and 48,000 employees worldwide serving clients in three primary business sectors:  Laundry & Home Care, Cosmetics & Toiletries, Adhesive Technologies.

Senior Financial Accountant

Successfully planned, executed and managed processes and projects in support of strategic business goals utilizing highly developed technical, interpersonal and communication skills. 

Key Accountabilities:

·         Planned and executed monthly, quarterly & annual financial close process utilizing Sage Tetra ERP system and Hyperion Financial Management software to report for global consolidation consistently meeting or exceeding reporting deadlines.

·         Led project to improve process to fast track capital projects from Construction in Progress (CIP) to capitalization: Approved capital appropriations requests, tracked & reported project spending, educated asset managers on their process and asset custodian responsibilities. Results: 81% decrease in CIP balance after 8 months and improved control over capital assets.

·         Project team member engaged in integration of two sister businesses into the organization as part of global business transformation initiative.  Led effort to restructure financial reporting, manage asset decommissioning and integrate transferring personnel into the new organization.

·         Project team member engaged in planning and executing closure of two business locations:  Identified all stakeholders, their information & communication needs, provided progress updates, ensured timeliness and integrity of financial reporting, managed asset transfers as well as records retention/disposition and issues related to vacating premises.

·         Member of cross-functional Site Safety Committee charged with promoting Lean methodology and providing safety leadership throughout the organization.  Notable achievements: 

o    Quadrant leader responsible for two way communication on safety issues between quadrant residents and Site Safety Committee, headcount coordination for fire safety drills and leading safety education at departmental meetings.

o    Project team leader engaged in planning and executing annual Safety Stand Down Day.

o    Certified in CPR, AED and First Aid.

The Law Office of Dr. Mujahid M. Al-Sawwaf, Jeddah, Saudi Arabia                                                                        2000 to 2004

The practice represents major multinational corporations and is noted for its substantial experience in major litigation in respect of Saudi Arabian and Shari’a law matters in courts throughout the world.

Finance Manager

Key business partner advising on all matters related to finance and administration to achieve strategic business objectives.

Key Accountabilities:

·         Managed all financial systems, prepared monthly reporting and advised managing partner regarding financial issues.

·         Planned and executed process improvement project to streamline financial close: Selected and implemented new hardware and financial software applications. Managed all other MIS needs for the business.

·         Performed project to review all business insurance coverage to align with new Saudi government regulations.  Researched and advised senior management of best options which resulted in enhanced coverage and reduced premiums for the business.

·         Recruited, trained, managed and developed a staff of six foreign nationals; took initiative to establish on-boarding program and write a staff training guide for incoming employees to facilitate rapid assimilation and improved workflow.

Raytheon Southeast Asia Systems Company (RAYSEAS), Jeddah, Saudi Arabia                                                            1999 to 2000

Assistant Controller - Ensured accuracy, integrity and timeliness of all financial information submitted to US corporate headquarters & military customer.

Key Accountabilities:

·         Managed all general accounting systems, performed account reconciliations including dual currency bank accounts.  Closed ledger and prepared monthly financial package for submission to US corporate headquarters.

·         Timekeeper for American & third country employees to facilitate accurate invoicing of Saudi military customer.

·         Managed insurance for American employees & their dependents, liaised with employees & underwriters to resolve claims.

American Employees Facilities & Services Association - US Consulate General, Jeddah, Saudi Arabia                          1998 to 1999

Finance Manager - Business partner providing accurate, timely financial information to key stakeholders, General Manager

and Board of Directors.

Key Accountabilities:

·         Managed all general accounting functions, prepared financial statements, managed annual Association budget process and led financial reviews at monthly Board of Director meetings.

·         Interviewed and selected independent audit firm, prepared work papers and managed the annual Association audit.

·         Purchased, inventoried, sold and accounted for strictly regulated diplomatic goods inventory.

Boston Culinary Group, Inc., Cambridge, MA                                                                                                         1993 to 1998

Assistant Controller – Ensuring operational efficiency and regulatory compliance.

Key Accountabilities:

·         Managed monthly financial close, performed analysis & reporting, prepared audit work papers, liaised with audit team.  

·         Directed payroll & AP staff in execution of weekly AP & payroll check runs (multi-state) for 18 corporate entities ensuring compliance with Federal & State payroll laws.  Payroll department also prepared 6,000 W2s annually.

·         Managed Workman’s Compensation cases & unemployment claims, conducted reviews with VP & Director of Operations.

·         Successfully planned and executed project to implement new payroll software program.

·         Selected by corporate Vice-President to conduct labor/time study to predict additional staffing requirements in anticipation of major business growth.

Boston College School of Management – Chestnut Hill, Massachusetts

 Bachelor of Science in Accounting

William George Associates, Ltd. - Burlington, Massachusetts

Comprehensive PMO Leadership:  Certificates in Advanced Project Management, MS Project & Lean Six Sigma

Memberships

Project Management Institute & Project Management Institute - Mass Bay Chapter

Melissa Brodeur and Dawn Rossetti from Relaunch Career Associates are launching a workshop called Career Essentials on Sat. March 31st from 9am to 12pm at the Nashua Chamber of Commerce 142 Main St in Nashua. Attendees will work 1:1 with a career coach and Certfied Resume Writers to help identify their most marketable traits and create the first draft version of their resume. Space is limited! Please visit our website for additional details.www.relaunchcareerassociates.com/services

SCOTT A. HRABA, MBA

Westford, Massachusetts 01886

(H) (978) 589-0976, HMHSAH@Comcast.net, Linkedin.com/in/shraba

      Highly motivated, hands-on, achievement-oriented financial manager with a track record of success and a reputation for solving problems and delivering results. Highly experienced in financial analysis; proposal cost estimating; forecasting and budgeting; Earned Value Management Systems (EVMS); Integrated Baseline Reviews (IBR); revenue recognition; and government and commercial project internal and external reporting. Possesses award winning analytical ability with diverse experience in the high-tech Manufacturing, Software, and Defense Industries. Active Secret Security Clearance.

AREAS OF EXPERTISE:

EXPERIENCE:

ROBERT HALF (Burlington, MA)                                                             2011-Present

Financial Consulting

      RAYTHEON CORPORATION (Andover, MA)                                                                            2004-2011

      Senior Financial Analyst: (2008-2011) Achieved financial success to the $480M Firm Fixed Price (FFP)-International Patriot (S. Korea) Program with the development of their Earned Value Management System (EVMS), and applying strong business acumen to the financial/scheduling team. Implemented all areas of financial reporting, budgeting and forecasting for the Program Office and Control Account Managers (CAMs). Business Manager responsible for all aspects of Time and Material (T&M) Engineering Support Management (ESM) Korea Patriot Program.

• Increased Profit margin by 12% over the bid Profit Margin Forecast on the Main Korea Patriot Program.
• Received award for “Ongoing Commitment to Outstanding Job Performance with Outstanding Achievement” for managing the Korea Patriot Internal Integrated Baseline Review (IIBR).
• Performed critical lead or SME roles in the successful completion of the Internal Integrated Baseline Review (IIBR) for the Korea, Kuwait, and Taiwan Patriot Programs as well as the JLENS Program.
• Reduced the budget baselining and reporting process time for the Main Korea Patriot Program by 20%.
• International Business Travel Experience – Republic of (South) Korea

Major Subcontracts Business Manager: (Sudbury, MA 2004-2008) Managed all financial and business aspects of the major subcontractor’s $430M portion of a $1B Radar Program. Monitored major subcontractor’s budgets, schedules, funding requirements, and risk reports. Actively supervised several Prime Contractor deliverables. Financial Manager to Raytheon Technical Oversight Team supporting the major subcontractor.

·         Maintained a flawless Earned Value Management System (EVMS) by implementing continual improvement to monthly procedures and applying more diligent oversight for both the Prime Contractor (Raytheon Corp.) and Subcontractor (Northrop Grumman Corp.). 

• Delivered 100% of all financial contractual requirements flawlessly and on time.

• Raytheon Point of Contact while conducting IBR at Northrop Grumman facility-2005,2007 (Individual

      Achievement Award)

• Achievement Awards for Contributions to IBR at Raytheon facility -2005, 2007
• Individual Achievement Award from Integrated Supply Chain for “Superb Leadership and Support of the CJR SFE Subcontract”

Page 2, Resume of Scott A. Hraba                                                     (978) 589-0976

       APPLIED MICRO CIRCUITS CORPORATION (AMCC), Andover, Massachusetts               2001-2002

Financial Analyst/Tactical Marketing Manager: Business Manager responsible for Andover Division

($20M Annual Sales). Directed product ramp forecasts from development to product release stages. Drove sales forecast and reporting process. Prepared and implemented product transition plans and managed product transitions. Led Design Win tracking process for new business opportunities. Coordinated quarterly product price updates. Allocated products to be shipped according to backlog and customer demand. Provided Executive Staff with weekly, monthly and quarterly business reporting and financial analysis. Ensured proper integrated chip allocation to customers.

·      Eliminated inventory shortages and reduced exposure by an estimated $4MM per year.

·      Created and presented the division’s first set of comprehensive financial statements enabling complete, accurate access to information including: revenue forecasting, bookings, backlog, design wins, inventory turns business, and point of sale at the individual customer, product and unit level. This information was previously not obtainable at the division level.

·      Implemented smooth and seamless transition processes for product revision changes and end of life cycle.

·      Developed and implemented a system to control and track Product Evaluation Boards (EVBs) loaned to customers. This substantially reduced the number of EVBs to be produced, saving the company an estimated $1M annually.

      CORNING NETOPTIX, INC, Marlborough, Massachusetts                                                  2000-2001

      Fiber-Optic Company                                                                                                       

Senior Financial Analyst: Forecasted and presented sales and profitability projections. Improved financial process capabilities through the development of sales, cost, and product profitability modeling. Provided monthly, quarterly, and annual cost reporting and variance analysis to plant, division and corporate management. Assisted divisional managers by developing and implementing process improvement programs.

·         Implemented and improved processes and procedures for reporting financial health of the division.

·         Instrumental in reducing monthly closing procedures from four days to two

·         Reduced turn-around time for financial reporting by 20%.     

VIISAGE TECHNOLOGY, INC., Littleton, Massachusetts                                                            1996-2000

Facial Recognition Company (during Start-up Phase)                         

      Senior Financial Analyst:  Developed, maintained, and reported on all departmental budgets and manpower plans. Monitored accounting service provider, and supervised permanent and contracted staff accountants.

·         Prepared more than 50 Pricing/Cost Proposals providing every awarded new business contract.

·      Significantly improved and extended vendor relations through the successful resolution of payment term issues, which contributed greatly to the success of the start-up phase of the company.

·       Developed Financial Policy and Procedure guidelines, reducing cost and increasing efficiency.

           PRIOR FINANCIAL/PROPOSAL ANALYST POSITIONS:

 Senior  Program Control Analyst,GENERAL ELECTRIC COMPANY, Fitchburg, Massachusetts   

      Proposal Analyst, TEXTRON SYSTEMS CORPORATION, Wilmington, Massachusetts

Financial Control Analyst, UNITED TECHNOLOGIES CORP.-NORDEN SYSTEMS, Norwalk, Conn.

EDUCATION:

      Masters Degree in Business Administration, (MBA) Management, Rivier College, Nashua, New Hampshire                                   

            Bachelors Degree in Business Administration, Finance, Western New England College, Springfield, Massachusetts

COMMUNITY SERVICE: Treasurer of Squan-nitissit Chapter of Trout Unlimited (TU), Co-Manager of Westford Job Seekers (WJS) Association

WILLIAM A. HENRY

Compaq Computer, Maynard, MA                                                                             1993 - 1998   

Principle Engineer

·         Directed Occupational Health and Safety projects and Product Safety Incident Management function

·         Developed and implemented an OHS risk assessment of the Customer Service field population and developed comprehensive recommendations based on the findings of the assessment

·         Active member of multiple cross functional teams (in three facilities) that developed and implemented effective plant-wide ergonomic programs

·         Designed an ergonomics assessment process and performed a study in a manufacturing facility that proved the predictability of the process was similar to more in-depth assessment tools

·         Collaborated with colleagues to develop Corporate EH&S policies, standards and model programs

EDUCATION

Master of Science, Occupational Safety, Concentration in Ergonomics- University of Massachusetts at Lowell, Lowell, MA

Industrial Management Certificate, Worcester Polytechnic Institute, Worcester, MA

Four year, eight semester management training program

Bachelor of Science in Electrical Engineering- University of Massachusetts at Lowell, Lowell, MA

PROFESSIONAL DEVELOPMENT

OSHA 10 Hour Construction class

Certificate, Hazardous/Toxic Materials Management, 2010

  Lion Technology, Inc

CERTIFICATIONS

Certified Safety Professional in Comprehensive Practice

MEMBERSHIPS

Professional Member, American Society of Safety Engineers

Past President - Worcester County Chapter ASSE

Member, New England section American Industrial Hygiene Association

SUSAN M. FRISCH 

SusanMFrisch@yahoo.com                            

 w 978.204.2844

                          29 Pine Ridge Road, Westford, MA

SUMMARY

Self-directed individual with a diverse background in marketing, technology, and entertainment; quick learner with a proven ability to assume a wide variety of roles in fast-paced environments.

PROFESSIONAL EXPERIENCE

Ralph Jordan’s – Acton, MA November 2011 – Present

Sales Associate

Assist customers with purchasing selections, styling tips, and product features

Merchandise and process inventory; construct endcap and window displays

Kaplan – College Park, MD February – May 2011

Teacher

 Established encouraging, student-focused, two-way communication that empowered students

 Planned lessons; provided feedback to improve writing and study skills

Sirens Media – Silver Spring, MD August – December 2010

Production/Executive Affairs Intern

 Designed unique marketing materials to maintain relationships and advertise current projects

 Researched program development including characters, locations, and subject matter

 Scouted locations and assembled props for shoots; acted as production assistant on set

 Prepared expense reports and deliverables for networks; completed music logs and appearance releases

Discovery Communications – Silver Spring, MD June – August 2010

Production Intern

 Researched show development and marketing strategies; attended meetings with development, marketing, and production to discuss show progress and schedule programming

 Reviewed and revised shows; ensured programs met production standards

 Pulled lifts, prepared news crawls, and named program special “Deadly Decisions at 13”

 Analyzed niche internet markets for social media campaign and marketing

 Prepared preliminary contracts to send to production companies

 Created database system using Visual Basic Application for easy lookup and entry of videos on   demand

The Cameo Agency – Waltham, MA May – August 2009

Assistant to Owner

  Acquired new clients by building relationships via phone, email, and in person; booked auditions

 Maintained office, prepared information packets, scheduled meetings, and answered client inquiries

 Reviewed model submissions and client requests; presented information sessions

 Created database to manage talent information using Filemaker Pro

Maryland Wishes – College Park, MD September 2007 – May 2011

Vice President

 Organized fundraisers for the Make-A-Wish Foundation; acted as liaison with Mid-Atlantic regional office

 Designed flyers using Adobe Photoshop, created slogans, and advertised events; conducted    meetings

EDUCATION

University of Maryland, College Park, R.H. Smith School of Business August 2007 – May 2011

Bachelor of Science in Marketing

Bachelor of Science in Information Systems

University Honors Program Citation and Scholarship, GPA: 3.64

COMPUTER SKILLS

HTML, Dreamweaver, Adobe Photoshop, Excel, PowerPoint, Word, Outlook, Visual Basic Application, Lotus

Notes, Final Cut Pro, Filemaker Pro, and database analysis

Bradley A. Rish                                                          m:(978) 551-4322 / h:(978) 649-9608

13 Jacques Road                                                                                       Bradley_rish@yahoo.com

Tyngsboro MA 01879

I am a goal-driven, solutions-focused leader with more than 20 years of IT experience including a background in project management, enterprise application rollout, systems integration, application selection, contract management, staff supervision and client support.  My experiences include working with leading-edge organizations in the direct-to-consumer retail, wholesale, and financial services industries.

EXPERIENCES

IT Director, Enterprise Systems (October 1998 to January 2012)

Potpourri Group, Inc., Chelmsford, MA 

Oversaw the complete technology needs of the Enterprise Systems Team for this “Catalog Age 100” direct to consumer retail company.  Consulted with senior management on the current and future technology needs of the company.  Ensured all systems were PCI-compliant and all credit card data were secure.  Implemented new features and functions of Ecometry Retail Enterprise (ERP system) to improve efficiency and profitability of the business.   

•       Managed staff ERP support staff for project priority, work flow, communications, etc.

•       Implemented data security improvements in accordance with the 2.0 PCI standard.

•       Managed relationships of third party support services while maintaining a lean staff. 

•       Managed four n-tier annual software update projects.  Directed end-user testing.  Helped end users develop test scripts.  Analyzed test results. 

•       Successfully migrated the legacy version of Ecometry Retail Enterprise to the Open Systems version (n-tier application with an Oracle database) – 2007, on time and on budget

•       Converted the databases of three business acquisitions, each in less than a month’s time

•       Standardized computer operations by successfully converting sister company from custom legacy application to Ecometry Retail Enterprise – 2003, on time and on budget

•       Developed & implemented the interface between the ERP system and the data warehouse

•       Reduced unscheduled downtime by over 200%

•       Implemented integration of the Distribution Center’s automated materials handling equipment and wireless stock keeping system

•       Implemented Redundant disk systems, private user volumes on legacy ERP system

•       Implemented a periodic maintenance program for all ERP systems

Independent Technical Consultant (April 1998 to October 1998)

Kids-II Inc., Alpharetta, GA

Oversaw the information systems management of this highly innovative manufacturer and distributor of bedding, bath, footwear and developmental products for infants and toddlers.  Maintained technology; research and advise management on current and future technology requirements.  Planned for Y2K upgrades. 

Enterprise Application Analyst (June 1996 to April 1998)

Ballard Designs, Atlanta, GA

Provided internal application support while also acting as the primary liaison between the company and the enterprise software vendor.  Maintained the production and training databases as well as the underlying hardware to run them.  Upgraded software as needed for enhancement of functionality and problem resolution.  Supervised the system operator.

•       Saved over $100,000 annually by automating daily, weekly and monthly production jobs. 

•       Developed new management reports that allowed for easier access to key business information. 

•       Increased system processing capability by identifying and resolving mismatches between hardware and the operating system. 

•       Established formal security guidelines and monthly security audits.

Senior Support Specialist (March 1995 to June 1996)

Escalate Retail, Inc. Delray Beach, FL

Hired as a Client Manager and quickly promoted to Senior Support Specialist.  Interfaced with clients, software developers, software product managers and others to resolve technical problems, assist with system updates, and provide after-hours emergency support. 

•       Selected for the on-call support team after less than 1 year of employment when most other on-call agents had at least three years of support experience.

•       Recognized by highly demanding, challenging clients for both quality and timeliness of work. 

•       Assisted in the training of new support representatives.

Banking Software Specialist (Fall of 1988 to March 1995)

Citibank,  Miami, FL

Originally hired as a branch officer, but then recruited internally to be part of a systems rollout team for a next-generation, paperless banking system.

•       System Conversions Project Technical Team Lead

•       Software QA Specialist, back-office help desk tech

•       Branch Officer

TECHNOLOGIES USED

Oracle 10g RAC Database, 10g Database, DataGuard, SQL, SQL/Plus, HP-UX, Windows 2008 & 2003 Server, Vertex Sales Tax, Taurus Ecomedate Business Intelligence, Windows XP Pro, HP Eloquence, HP 3000, Image, Suprtool, Cognos

EDUCATION

BBA, Accounting 1990 – Florida Atlantic University, Boca Raton, FL

BS, Management 1987 – Georgia Institute of Technology, Atlanta, GA

CIVIC & COMMUNITY 

Volunteer, Temple Shir Hadash, Westford, MA

Eagle Scout

Carolyn R. Durell

81 Parkview Street, Manchester, NH 03103    603.548.7468   crdurell@hotmail.com

EXPERIENCE

Bank of America

Vice President; Business Support Manager, Legal Department Global Records Manager    April 2010 – November 2011

Responsible for the retention of paper and electronic work product globally.

Created and maintained global training materials for department-wide DM system transfer.

Trained global staff in alignment with corporate standards and country regulations.

Analyzed and reported global procedures for corporate digital initiative within a Six Sigma structure.

Requested and analyzed vendor quotes for global digital initiative.  Created proposals for department consideration.

Integrated documents from mergers seamlessly into systems.

Evaluated procedures for global practice areas and made changes to processes proactively.

Ran reports to data mine archive information for accuracy.  Researched and updated inaccurate information.

Researched and determined action to be taken on outside counsel disposition requests.

Problem-solved record issues with associates.

Vice President; Business Support Manager, Legal Invoice Team Manager                     February 2007 – April 2010

Monitored daily team workload associated with the electronic processing of 12,000 monthly invoices for $200MM.

Managed a team of 13 employees nationwide.

Trained existing and new employees, law firms and vendors on the legal invoice processing procedure changes associated with periodic policy changes and five company mergers.

Completed user acceptance training for system enhancements for TeamConnect, LegalPrecision, and eRequest.

Maintained data integrity of database of matters and transmission of data.

Analyzed and provided monthly reporting metrics to senior management as part of the Six Sigma process certification. 

Resolved issues with Vendor Client Relations, Technology, Accounts Payable, Human Resources, Staffing, and Payroll.

Continually reviewed and evaluated the invoicing process for maximum efficiency while meeting corporate and governmental requirements including application of appropriate company, cost center and general ledger.

Evaluated and integrated the legal invoice processing procedures for five large scale, multinational company mergers.

Provided problem resolution to invoicing situations such as overpayments, lack of payment, expedited payments.

Business Support Lead I (Office Manager for GWIM – Asset Management Legal)                             December 2005 – February 2007

Liaison between Technology, Compliance, Human Resources, Staffing, Payroll, and investment groups.

Project manager of office move.

Created File Maintenance and Retention Policy for practice group.

Designed steps needed for on-boarding and off-boarding associates in Legal Department globally.

Created a global forum for administrative professionals to communicate with management.

Manager of vendor relationships and contracts.

Trained new associates on company and department standards.

Senior Legal Administrative Assistant                                                                               August 2004 – December 2005

       Created a database of matters, maintain matter filings, catalog pleadings, implemented a litigation calendar system.

       Coordinated and managed outside counsel relationships.

       Researched employment issues using Westlaw, Nexis and online services and composed legal memorandum.

       Reviewed invoices and ensure prompt payment.

       Served as eLearning Consultant by creating eLearning Modules and coordinating training sessions.

____________________________________________________________________________________________________

EDUCATION                                                                                                                  

              Southern New Hampshire University                                                               Manchester, NH

Master’s of Science; Organizational Leadership                                                                December 2010

Boston University                                                                                               Boston, MA

Paralegal Certificate                                                                                             December 2005

King’s College                                                                                                     Wilkes-Barre, PA

Bachelor of Arts; Political Science                                                                       May 1998

AFFIlIATIONS

ARMA International (National Conference Attendee 2010 & 2011), ARMA Boston Chapter (Monthly Lunch/Learn attendee).

____________________________________________________________________________________________________

SKILLS                      

Open Text Livelink; Hummingbird; MicroSoft Access, Excel, Livemeeting, Outlook, PowerPoint, Visio, Windows, Word; SharePoint; Adobe Captivate; Wisdom-soft Screenhunter, Westlaw; Lexis; Elite for Windows Billing Software; Carpe Diem Time Software; Campbell Accounting Software; Lexis Nexis LegalPrecision; MitraTech TeamConnect Enterprise; Business Objects; Ariba eRequest Software; eWorkplace.

18 Colonial Drive, Chelmsford, Massachusetts 01824

(978) 244-1231 [H]   |   (978) 427-3732 [C]   |   dongeoff2@aol.com

Summary

Senior level service manager with extensive experience building and leading national and global technical support organizations.  An agile business leader who can effectively manage change while maintaining best-in-class customer satisfaction levels.  A strategic and tactical planner who has developed highly effective global service delivery processes to meet changing business needs. A confident and effective cross-functional communicator. 

Highlights

Experience

Stratus Technologies, Maynard, MA                                                                              1996-2012

Director, Worldwide Technical Support (2008-2012)

Responsible for leading a worldwide team of approximately 100 service professionals in the US, Asia Pacific, Europe and Japan. The team includes level 1, level 2, and level 3 support personnel delivering 24x7 remote and on-site hardware, software, and solution support.  

·         Established key performance metrics and established benchmarks that resulted in increased visibility of resource demands and support delivery issues.

·         Implemented improved call handling and escalation procedures resulting in the continued achievement of Best-in-Class customer satisfaction ratings of 97% year-over-year.

·         Standardized software sustaining support strategy that led to increased operational efficiency while continuing to meet business requirements

·         Implemented support and service delivery strategies to meet all new product release requirements.

·         Successfully managed worldwide critical customer situations and provided status updates to CEO staff.

·         Partnered with Engineering and Corporate Quality teams to drive and improve product quality.

·         Successfully outsourced and insourced Americas Field delivery operations to meet customer satisfaction and financial objectives.

Senior Service Manager, Americas Customer Service (2004-2008)

Led a team of 50 service professionals that provided remote and on-site support within the Americas.  This team included two support center locations providing level 1 and level 2 technical support and a Field Service team augmented by a 35-member, third-party support organization.  Delivered pre and post-sales support, professional services, and installation services for Stratus’ entire suite of products and associated operating systems including: HPUX, Microsoft Windows, Red Hat Linux, and VMware.

·         Established call handling and escalation procedures that improved response time and overall operational efficiencies between worldwide call centers.

·         Partnered with Product and Service Marketing teams to ensure successful worldwide support readiness for all new product releases.

·         Effectively managed all Americas support activity, achieving better than 97% customer satisfaction year-over-year.

·         Planned, implemented, and successfully managed the transition of field support delivery to an outsourcing organization while maintaining consistently high customer satisfaction levels.

·         Established key performance metrics to manage outsourced field support partner which resulted in the highest possible levels of resource utilization and customer satisfaction.

·         Effectively managed critical customer situations and partnered with Sales team on account containment activities.

Manager, Americas Customer Assistance Center (1997-2004)

Managed two support centers responsible for delivering level 1 and level 2 support to the Americas customer base.  Team included 33 Support Engineers who provided hardware and operating system support.

·         Implemented call documentation procedures that improved operational efficiencies through the better capturing and reuse of call data.    

·         Developed procedures to ensure seamless 24X7 call coverage between domestic and worldwide support centers.

·         Initiated training program that improved overall teamwork and morale within the team.

·         Took a leadership role in the implementation of worldwide support strategies for new product releases.

Customer Service Program Manager/Support Center Manager (1996-1997)

Represented Customer Service as a member of a new product introduction team.  Established and managed a startup support team responsible for domestic service delivery and escalations from worldwide support centers.

Education  

Northeastern University, Boston, MA

University of Lowell  

Robert B. Kohn

16 Pleasant Circle

Methuen, MA 01844

   978-204-9795      bojaad@comcast.net

Objective: To use my knowledge and experience in sustainable business practices to help a company’s corporate social responsibility while increasing its triple bottom line.

Profile

·         Strong interest and knowledgeable in sustainability and energy efficiency

·         Demonstrated self-starter with effective combination of organizational and communication skills

·         Team player with exceptional people skills

·         Strong academic training in sustainability

·         Professional Report Preparation and Presentation

·         General contractor with considerable experience in construction management and maintenance

Licenses & Certifications

·         Massachusetts Construction Supervisor License #79969

·         NAHB & CAPS Certified

Education

·         B.A.S. (Bachelor of Applied Science) in Sustainability Management, SPC: GPA 3.94

Saint Petersburg College, Saint Petersburg, FL

Primary Coursework

·         Environmental Sustainability                                       

·         Sustainable Development

·         Green Building Products and Built Environment   

·         Sustainable Cities

Related Projects & Research Papers:

·         Senior Capstone: Water Reduction Practices and Zero Waste to Landfill Audit: The goal and objective for of this project was to address overlooked facility waste issues and create meaningful resolutions without disrupting the daily plant operations. Presented via oral presentation and paper to Bausch and Lomb’s Director of Global Sustainability, Dean of the Business School at Saint Petersburg College, the Sustainability Department Chair other faculty and students.

·         Senior Group Project: RecycleIt Inc. a Construction & Demolition Debris Company: The goal and objective of this fictitious company was to address a sustainable issue and find solutions to a real world problem. RecycleIT’s mission was “To help our clients and society reduce their environmental footprint while promoting sustainable practices.”

Business Experience

Estate Maintenance

Cummings Properties LLC, Woburn, MA      (4 years)

·         Compiled a monthly maintenance list in twenty two buildings and provided the necessary best practices to complete the work by myself and/or by supervising a crew

·         Presented monthly reports to upper management on ways to increase the triple bottom line by initiating these “best practices” as part of proper facility maintenance

Owner

 Inside/Out Safe Environments Inc., Dracut, MA         (7 years)

·         Small business owner required to initiate, construct and follow through with numerous jobs focusing on senior and disability construction while supervising crews, maintaining client service, logistics, problem solving and providing all around best practices to minimize risk for both my business and my client

·         Listen to the client’s wants and needs and tailor a solution accordingly.

·         Use sustainable solutions to bring projects to completion on time and on budget

Additional Experience

Lead Agent

US Airways, Boston, MA      (17 years)

·         Supervised agents in communications, weight and balance, ramp, and bagroom departments with all facets of the operations

Professional Affiliations

·         USGBC -MA (United States Green Building Council)

·         USGBC – SPC student member

·         EPMA (Emerging Professionals Massachusetts - affiliated USGBC)