Project Manager Customer Service

Mitchell Kramer

** **** ******, ***********, ******* L4A 1R3 Tel: 905-***-****

abibvs@r.postjobfree.com

Overview

Accomplished and integrity-driven professional offering over 10 years of

business success with strong concentration and numerous success in business

analysis, management, project management and customer service management.

My expertise consists of ERP, CRM, E-Commerce B2C, Credit Card Processing,

Payroll and Accounting within the retail, insurance, wholesale,

distribution, manufacturing and Private Golf Club industries.

Professional Strengths

Project Management Strategic Planning Train the Trainer

Total Customer Experience Problem Resolution Budget Management

Marketing Support Technical Writing Quality Assurance

Client Needs Assessment Technical Support Team Leader

Summary of Achievements

. Saved over $1,000,000 for clients by designing specific reports. This

savings led to fewer input errors and cost savings by developing fewer

Excel reports.

. Coordinated the successful simultaneous development of several

projects.

. Planned, directed, and managed designated projects while providing

superior customer service to clients.

. Worked closely with internal and external teams to ensure all projects

undertaken address the business requirements and that implementation

will be carried out as planned.

. Ensured that objectives were accomplished in accordance with client's

priorities.

. Chaired meetings between internal and external stakeholders.

. Managed teams of three to ten people.

. Ensured issues are identified, tracked and reported on and resolved in

a timely manner.

. Prepared weekly project status reports for management.

. Worked with software companies on their beta version to ensure less

issues when releasing their product.

. Created test scripts in 10 modules. This allowed the client to test

procedures before they "GO LIVE".

. Testing all applications and add-ons before deployment

. Implemented, train and provide software support.

. Developed and created technical training manuals for the applications,

which led to increased productivity and decreased helpdesk calls.

Professional Experience

Britec Computer Systems: Senior Consultant (Senior Business Analyst):

July 2009 to Present

. Leveraged ERP systems with Microsoft technologies such as MS Office

(Word, Excel) and reporting tools such as Infor F9 and SAP Crystal

Reports, to create seamless, robust, and accounting information

systems.

. Worked closely with internal and external teams to ensure all projects

undertaken address the business requirements and that implementation

will be carried out as planned.

. Managed Clients Expectations effectively.

. Created and implemented custom reports that increased efficiency,

accelerated customer satisfaction and decrease error rate.

. Extracted data from SQL and Pervasive.SQL database tables into flat

data files, Excel sheets and Crystal Report.

. Supported Sage AccPac, Infor F9 and Sage BusinessVision.

. Managed client's software needs though Software Development Life

Cycle. Ensured issues are identified, tracked and reported on and

resolved in a timely manner.

. Answered Accounting and Payroll questions.

Evron Computer Systems Corporation: Project Manager (Consultant):

October 2005 to May 2009

. Leveraged ERP systems including, Sage PFW and BusinessVision with

Microsoft technologies such as MS Excel and reporting tools such as

Microsoft FRx, Infor F9 and SAP Crystal Reports, to create seamless,

robust, and efficient accounting information systems.

. Worked closely with internal and external teams to ensure all projects

undertaken address the business requirements and that implementation

will be carried out as planned.

. Lead teams of three to five people to implement multiple projects.

. Ensured issues are identified, tracked and reported on and resolved in

a timely manner.

. Managed Clients Expectations effectively.

. Managed hardware and software rollouts to retail, wholesale,

distribution, insurance, and manufacturing industries for all back

office and remote systems.

. Reported project details to stakeholders.

. After implementation of the ERP system, I was able to generate

additional revenue (average of $15,000) from the clients.

. Worked was based on yearly project updates, improvement in controls

and help them get effective reports out of the system.

. Helped create between 3 and 20 additional Crystal Reports for each

client. The reports costs vary from $500 to $2500.

. Helped clients achieve secure cheque writing with CPA compliance. The

cost associated with this $5000. This includes implementation and

discussion of internal controls.

. Managed client's software needs though Software Development Life

Cycle.

. Supported Sage PFW, Microsoft FRx, Infor F9 and Sage BusinessVision.

. Answered Accounting and Payroll questions.

Gary Jonas Computing Ltd (Jonas Software): Team Lead: Customer Support

Analyst:

September 2001 to October 2005

. Jonas Software s a fully integrated ERP system that allows clients to

handle their business information once, which adds efficiency,

accuracy, and decreases redundant effort between point of sale,

membership, banquet and catering, financials, billing, payroll,

purchasing, and inventory applications. The Jonas ERP system is

designated for the Private Golf Club Industry.

. Led a team of three by providing procedural and technical support for

over 200 clients for one of Jonas' Sales Team Authorized

Representatives (JSTAR).

. Managed Clients Expectations effectively.

. Managed two direct reports.

. Identify, assess, and document business requirements and functional

specifications for Credit Card payments and direct deposit.

. From providing support, I was able to provide additional revenue by

having client purchase additional modules, customize forms and

training.

. Identify, assess, and document business requirements and functional

specifications for Electronic Funds Transfer (EFT) Pre-Authorized

Payment (PAP).

. Installed different modules such as PAP and EFT solutions.

. Helped with the product release.

. Assisted Quality Assurance on various projects and with testing the

software.

. Trained clients on different modules.

MKM Consulting: Independent Consultant (Project Manager)

August 2000 to June 2001

. Was responsible for all business needs, (prospecting, demonstrating,

preparing proposals and closing).

. Created different reports for clients to save additional costs

associated with their audits and reviews.

. Managed client's software needs though Software Development Life Cycle

(SDLC) for audit software.

. Trained clients on using CaseWare.

. Prepared and reviewed financial statements and personal tax returns.

Richter, Usher & Vineberg: Project Manager (Application Specialist)

December 1998 to August 2000

. Managed their software needs though Software Development Life Cycle

(SDLC).

. Developed a plan to implement General Index of Financial Information

(GIFI) for their government reporting needs for all their clients.

. Helped the Audit staff with Data Mining from different ERP systems

such as Reynolds & Reynolds, Great Plains, PeopleSoft and etc.

. Developed and created technical training manuals for the applications,

which led to increased productivity and decreased helpdesk calls.

. Prioritized and scheduled workflow, ensuring adequate resources.

Supervised and managed teams for template releases.

. Managed teams of ten with one direct report.

. Created efficiencies in audits through the development of

CaseWare/CaseView templates and electronic files.

. Tested the new product releases.

Rimrock Corporation: Implementation Consultant

August to October 1998, Contract

Kagan & Kagan: Audit Analyst

February to August 1998, Contract

Young, Bairstow & Smart: Audit Analyst

September 1996 to January 1998

Technical Experience

Hardware: IBM PC's and compatibles and Microsoft based Servers, POS BAR

Scanner

Operating (Server) Systems: Windows 7, Vista, 2003, 2000, XP, 9x, NT 4.0,

3.1, DOS

ERP systems: Great Plains, PeopleSoft, Jonas Software, Sage Platinum (PFW),

Sage BusinessVision, Sage ACCPAC, Sage Simply Accounting and Quick Books,

Dynamics RMS

Business Activity Monitoring: Knowledge Sync (works with Sage ERP and

Dynamics)

Financial Reporting: Crystal Reports, FRx Software, F9, Financial Link.

Payroll Systems: Paymate, Sage ABRA,

Business intelligence (BI): Crystal Reports, ACCPAC Intelligence,

JetReports

Databases: Pervasive.SQL, Microsoft SQL, Access, Btrieve,

Asset Management: Sage FAS Asset Accounting, Sage FAS Construction in

Progress

CRM: Epicor's Clientele, ACT, SAGE CRM

Accounting and Tax Software: CaseWare, CaseView, CCH, Taxprep, Quicken

Remote Connections: WEBEX, RDP, Citrix, LogMeIn, VNC, GOTO Assist

Microsoft Office including Project, Word, Excel, PowerPoint, Outlook,

Access

Other: PayStation, Lotus Notes and 1-2-3, GroupWise

Education

Sage Software: Consulting Boot Camp, Business Strategy Boot Camp (2010)

Sage Software: Project Management Boot Camp (2007)

Sage BusinessVision Certified, Sage ACCPAC Certified (FMS & OMS) 5.5 & 5.6

Trios Training Centre: Networking courses, (1999)

Wilfrid Laurier University: Accounting courses, (1996)

Concordia University: Bachelor of Commerce, Major in Accounting, (1995)

McGill University: Certificate in Management, (1993)

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