Work Experience
Managed Six Sigma Program.   Facilitated activities of cross-functional Six Sigma team consisting of four Black Belts and three Green Belts.  The team realized improvements in Payroll, Manufacturing, Service, Logistics, Customer Service, and Engineering.
Work History
Reduced "replaced by" spare parts inventory by over $1.5M, incorporated process improvements to control inventory.
Visualized, founded, and facilitated the Service Contract Review Board, establishing Service Contract policies and procedures.
Designed, tested, and implemented Lotus Notes based time card database system to track activities and payroll information for Field Service Organization realizing an annual savings of more than $50K.
Developed installation procedures focusing on customer requirements including the pre-installation documentation, installation, and training.
Implemented firm's first-ever Groupware and remote access system to improve communication between local and remote employees.
Conducted service organization training needs assessments. Planned, delivered, and maintained budget for international IT training program. Reduced cost by utilizing third-party education centers in the America's.
Charged with continuous improvement of Service CRM implementation, defining setup, policies, and procedures.
Spearheaded Y2K upgrades of 70+ Novel 3.12 and MS NT 4.0 based networks. Trained upgrade team members in proper installation methodologies and disaster recovery.   Provided on-going documentation improvements to reduce upgrade risk caused by network to network variations.
QUALIFICATION HIGHLIGHTS
CAREER PROFILE
Gretag Imaging, Inc., Holyoke, MA                                                                2002 - 2003
Project Manager - Six Sigma Master Black Belt

Managed Six Sigma Program.   Facilitated activities of cross-functional Six Sigma team consisting of four Black Belts and three Green Belts.  The team realized improvements in Payroll, Manufacturing, Service, Logistics, Customer Service, and Engineering.

Managed Virtual Project Teams for the Service Organization.  The teams developed and implemented enhancements across the Service Organization. Departments benefiting from alterations were Dispatch, Customer Service, Contract Administration, Field Service, and Technical Support.

Facilitated Contract Review Board. The Contract Review Board consisted of a Virtual Team of the VP of Service, Regional Service Managers, Customer Service Supervisor, and the Contract Administrator. The team was responsible for developing and implementing all aspects of Service Contracts, including maintaining Service CRM software.
Gretag Imaging, Inc., Holyoke, MA                                                                2001 - 2002
Project Manager - Six Sigma Black Belt

Managed Virtual Project Teams for the Service Organization.  The teams developed and implemented enhancements across the Service Organization. Departments benefiting from alterations were Dispatch, Customer Service, Contract Administration, Field Service, and Technical Support.
Gretag Imaging, Inc., Holyoke, MA                                                                2000 - 2001
Technical Support Supervisor

Planned, organized, and controlled all projects, training meetings, and development activities for the System Support department. System Support department was responsible for 200+ remote laptop users in the America's and 70+ customer networks worldwide.
Gretag Imaging, Inc., Holyoke, MA                                                                1996 - 2000
Sr. Technical Support Engineer

Defined and administered Lotus Notes, CRM and remote access implementations. Supported 60+ remote laptop and desktop users in the America's.

Provided technical support to meet customer requirements including the installation, service, and training of Gretag Imaging products. Supplied information to customers on the maintenance and operation of equipment and systems, including technical changes.  Established, analyzed, troubleshot and repaired, electronic, electro-mechanical and computer controlled photo processing and auxiliary equipment.
Gretag Imaging, Inc, Holyoke, MA                                                                 1988 - 1996
Sr. Product Support Engineer

Provided technical support to meet customer requirements including the installation, service, and training of Gretag Imaging products. Supplied information to customers on the maintenance and operation of equipment and systems, including technical changes.  Established, analyzed, troubleshot and repaired, electronic, electro-mechanical and computer controlled photo processing and auxiliary equipment.
EMPLOYMENT HISTORY
SKILLS
Gretag Imaging, Inc, Holyoke, MA                                                                   1988-2003

Project Manager - Six Sigma Master Black Belt, Six Sigma Black Belt, Technical Support Supervisor, Sr. Technical Support Engineer, Sr. Product Support Engineer.
Coaching, Facilitation, Virtual Teams, Team Building, Public Speaking, Managing Upward, Keeping Teams on Target, Open Communication.
DMAIC, DMADV, Project Charters, SIPOC, FMEA, Process Mapping, Process Analysis, Cost of Poor Quality, Voice of the Customer, Data Collection Planning, Cause and Effect Analysis, Brainstorming, Poka Yoke, Piloting Processes, Implementation Planning, Documentation, Establishing Process Standards for Inputs, Process and Outputs, Flow Charting, ANOVA, Chi-Square, Pareto, Histogram.
VISIO Professional 2000, MS Project 2000, MS Office Pro. Lotus Notes, Minitab.