Customer Service Manager or Customer Support or Project Manager

Joan D. Beckles-Alipour 28 Ledgecrest Drive, Worcester, MA 01603 (508) 330-9644 [email protected] SUMMARY: Experience includes project management, implementation consulting, and training of software products supported. Well-rounded career includes experien ce in Consulting Services, Marketing, and Customer Support. TECHNICAL: Oracle, Sybase, Oracle SQL*Plus, Microsoft Access, Microsoft Office P roducts, Lotus Notes, CCMail, Crystal Reports, C++, COBOL, Pascal, Basic, RPG, X ML, AS400, IBM PCas, Apple EXPERIENCE: 4/08-2/10 PRECISION SOLUTIONS GROUP, INC., Walpole, MA Application Consultant Over fourteen years experience with the Prism modules. My areas of concentratio n on PRISM are: Customer Order Management, Inventory, Purchasing, Financial Supp ort, Warehouse Management, Enterprise Management and Phoenix. Provide application and technical support for our PRISM clients. Provide follow-up application assistance to our application and technical suppor t team members. Gather application requirements. Provide Quality Assurance testing on new projects for PRISM. Document issues within our Salesforce tracking system and provide resolutions. Develop client training documentation 7/07-3/08 INFOR GLOBAL ENTERPRISE (Formerly Invensys), Natick, MA Project Manager/Business Consultant Gather business requirements for an assigned development project or product main tenance activity. Analyze business requirements to ensure they are clearly understood. Validate and prioritize requirements having regard to existing commitments, comm ercial imperatives and product strategy. Contribute to the design and realization of solutions to agreed requirements. Document and communicate the proposed realization in accordance with approved me thodology. Ensure that requirement and design documents are appropriately distributed, revi ewed, discussed, modified, and ultimately approved. Represent stakeholders within development team, ensuring that developments meet the business requirement and are fit for purpose. Carry out integration testing and system testing of new development work as assi gned. Work closely with front line support staff, Infor services and partners, and cus tomers as required, in order to resolve customer issues in a timely and effectiv e manner. Investigate, validate and prioritize reported product faults Assist the development team as necessary in terms of testing fault fixes, custom er patches, etc. Identify and report areas for improvement in both software and documentation. Ensure that multi-lingual & performance implications of all software are fully c onsidered 9/06-7/07 INQUEST TECHNOLOGIES INC, Southborough, MA Project Consultant Configure and deploy enterprise applications Requirements gathering Functional Specification writing Forms Creation Workflow generation

Analysis Configuration 9/03-9/06 UNIVERSAL SOLUTIONS GROUP, LLC, Framingham, MA Business Consultant Implemented a new law application aPROLAWa for Abigail Williams and Associates Provided data conversion between the Abacus Law legacy system to the new PROLAW application Implemented ERP Purchasing module for Hatfield Quality Meats Gap and Modification Analysis work for ERP Manufacturers Mobile Computing Worked with Citizen Bank view the SMARTi Database to do Index Retrieval and Repo rts Retrieval for their archived statements. 1990-9/03 INVENSYS PRODUCTION SOLUTIONS (formerly Marcam Solution, Inc.), Newton , MA Senior Project Manager/Application Manager (Logistics)(July 2000 a" September 20 03) Coordinate marketing, sales and customers to ensure that the product functionali ty delivered results in a sellable and usable product that meets customer expect ations. Responsible for the Project Management and Enhancements of the Logistic product requirements. The Logistic applications are: Senior Implementation Consultant/Project Manager a" Services Organization (1995 a" July 2000) Direct the development of business processes; functional and technical design sp ecifications for clients. Manage project budgets, some in excess of 5M. Develop, and manage implementation project plans, manage and schedule Invensys P roduction Solutions resources assigned to projects. Develop client training documentation My areas of concentration are: customer order management, inventory, production, purchasing, financial support, warehouse management and enterprise management Provide application and technical support within the software sales cycle Project Manager/Application Analyst Logistics Software Group Leader (1990 - 1995 ) Supervised a team of (7) application analysts charged with the duties of client support Assigned and reviewed follow-up and quality assurance tracks belonging to or bei ng re-assigned to other Application Analysts Served as prime in-house contact for application and technical questions Issued work schedules, follow-up and quality assurance reports monthly Conducted post-implementation reviews for clients Worked with PRISM installations and technical services Performed detailed quality assurance testing to code fixes and releases of the s oftware prior to client shipments Worked with Invensys Production Solutions distribution department and priority c enter on a CMS tape cutting procedure Provided follow-up assistance to response line members, application knowledge to technical support personnel, and specific application/implementation assistance to clients 1989-1990 THE DATA GROUP (SYBASE), Burlington, MA Business Analyst Trained users, client in-house trainers and Data Group employees on the function and proper use of the seven modules of FIELDWATCH, a field service management s ystem on the DEC VAX/VMS COBOL environment 1988-1989 XYQUEST, INC. Billerica, MA

Technical Support Analyst Responsible for developing the new training curriculum for XYWRITE (a word proce ssing package) Wrote and developed exercises/lab sections for the client training manuals 1987-1988 HONEYWELL, Lexington, MA Senior Software Specialist Provided training and consultations for various software applications on the Mac intosh and Honeywell Computer Systems Provided technical support and problem resolution to enable end-users 1984-1987 BYTEX CORPORATION, Southboro, MA Field Service Administrator Trained in-house employees on Lotus 123, dBase III, MultiMate, MS-DOS and Word P erfect Responsible for updating Bytexas field service policies and procedures Coordinated field-engineering contracts with the corporate contracts administrat ion department EDUCATION: CENTRAL NEW ENGLAND COLLEGE, Westboro, MA Bachelor of Science in Computer Information Systems, 6/89