Experience

Masterpiece International

• United States
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Cargowise One Administrator / Product Owner

  • Oct 2022 - Oct 2023

  Chicago, Illinois, United States CW1 Product Owner / Administrator Sole Ownership and Administration of CW1 Freight forwarding SAAS Application. Servicing more than 160 users across 6 countries  Implemented Ocean freight messaging integrated within CW1 for improved customer visibility.  Successfully stood up and implemented a US Customs Bonded Warehouse to provide premium storage offerings.  Implemented CW1 Transit warehouse for Art Fair services for 8 art shows throughout the globe.  Completed a full… Show more CW1 Product Owner / Administrator Sole Ownership and Administration of CW1 Freight forwarding SAAS Application. Servicing more than 160 users across 6 countries  Implemented Ocean freight messaging integrated within CW1 for improved customer visibility.  Successfully stood up and implemented a US Customs Bonded Warehouse to provide premium storage offerings.  Implemented CW1 Transit warehouse for Art Fair services for 8 art shows throughout the globe.  Completed a full security rights review and overhaul for all users successfully reducing accidental click spend by 20%  Assisted in integrating 6 warehouse customers with electronic integration reducing warehouse label cost by 33%  Responsible for tier 2 and 3 CW1 support. Average monthly tickets 150.  Assisted in reducing ticket response, closure and re-open by more than 50%  Cross team collaboration with sales and pre sales calls  Cross team collaboration with operations for handling optimization and customer happiness.  Lead a team to review and restructure the reporting engine (In Progress) Show less



Redwood Logistics

• United States
• Transportation, Logistics, Supply Chain and Storage
• 500 - 600 Employee

• Client Support Manager

  • Jun 2021 - Jan 2023

  United States RPS Client Support Manager – Chicago July 2021-2022 Support more than 50 customers technical integrations with their TMS. Using several different TMS’s to assist with the complete support including Sc Johnson, Rustoleum, Ashley Furniture and Do It Best.  Lead a 2 support teams located in 2 cities that supported the integrations with Mercury Gate and OTM  Managed 11 full time employees.  Lead the Redwood Connect RPS support team. 3 offshore contractors responsible to monitor… Show more RPS Client Support Manager – Chicago July 2021-2022 Support more than 50 customers technical integrations with their TMS. Using several different TMS’s to assist with the complete support including Sc Johnson, Rustoleum, Ashley Furniture and Do It Best.  Lead a 2 support teams located in 2 cities that supported the integrations with Mercury Gate and OTM  Managed 11 full time employees.  Lead the Redwood Connect RPS support team. 3 offshore contractors responsible to monitor and resolve the errors within Redwood connect. More than 7500 error resolutions weekly.  Audit and approve all support hours  Leading the transformation from business hours support to 24/7 support to be completed by Jan 2022.  Responsible for customer communication regarding billable hours.  Implemented customer business review quarterly.  Implemented client support teams to improve efficacy in ticket resolution leading to a reduction in ticket resolution by 22%.  Worked to reduce the number of aging tickets by implementing client support escalation teams. Working across teams to provide the support resources a direct contact for quicker resolution.

• Application Support Manager

  • Sep 2020 - Jun 2021

  Chicago, Illinois, United States Application Support Manager – Chicago Oct 2020-July 2021 Support the internal clients for any application within the Redwood suite. Provide quality second level support for all users within the Redwood family of companies. Providing support for more than 300 employees and more than 75 applications. The team resolved more than 400 Remedyforce tickets per month.  Lead a support team of 4 located in various locations in the US  Assisted in leading the implementation Remedyforce… Show more Application Support Manager – Chicago Oct 2020-July 2021 Support the internal clients for any application within the Redwood suite. Provide quality second level support for all users within the Redwood family of companies. Providing support for more than 300 employees and more than 75 applications. The team resolved more than 400 Remedyforce tickets per month.  Lead a support team of 4 located in various locations in the US  Assisted in leading the implementation Remedyforce ticketing system.  Lead a large project to FTP migration project to transition more than 100 customer and carriers to a new secure FTP.  Migrated several large applications to the application support team to have the ownership in one team  Reduced the ticket resolution time by 40%  Lead the charge to work across teams within the Redwood Family. Working to cross line between Sales and IT  Implemented workload management to the ticking system defining the size and scope of tickets handled. Allowing the company to use analytics to problem areas within the application stack. Leading to retirement and optimization of red flagged applications.  Completed and presents all changes requests for the applications team to our change request steering committee.



OIA GLOBAL

• United States
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Sr. Systems Business Analyst / Product Owner / Team Lead Forwarding Center of Excellence

  • Apr 2017 - Apr 2020

  Greater Chicago Area Sr. Systems Business Analyst / Team Lead – IT Freight Forwarding Center of Excellence 2017-Present International supply chain leader responsible for software applications for the global freight forwarding team. Developing the IT CoE teams software selection, implementation and optimization. Leading a global team of 6 with vendor management, negotiation and securing contracts for all new applications. Training and leadership with cross team collaboration. Working together to contribute… Show more Sr. Systems Business Analyst / Team Lead – IT Freight Forwarding Center of Excellence 2017-Present International supply chain leader responsible for software applications for the global freight forwarding team. Developing the IT CoE teams software selection, implementation and optimization. Leading a global team of 6 with vendor management, negotiation and securing contracts for all new applications. Training and leadership with cross team collaboration. Working together to contribute in pre-sales, customer implementation, Go live planning, training, optimization and product development.  Lead a global team that included 2 in the US, 2 in EMEA and 2 in APAC with any applications used by our center of excellence.  Lead the implementation of our new order manager for our largest customer (Nike) More than 40,000 orders monthly that lead to an error reduction for Nike leading to a 15% increase in Nike business within our order fulfillment center in Portland.  Implementation of new ocean container tracking for P&G leading to an internal saving of more than 20% while increasing customer satisfaction.  Implementation of CW1 CRM for complete global use of CW1 as a software platform.  Authored and submitted several software enhancement requests to our main software provider (Wisetech Global) leading to several labor cost reductions and end user satisfaction. 50% of the enhancement request were implemented at no cost to OIA  Involved in several sales calls whether it be as a pre-sales consultant, customer implementations or customer retention leading to a new approach and relationship between IT and Sales creating a positive experience for our customers. Show less



SENATOR INTERNATIONAL Freight Forwarding

• United States
• Transportation, Logistics, Supply Chain and Storage
• 300 - 400 Employee

• Corporate IT Manager

  • Jun 2014 - Nov 2016

  Chicago, Illinois • Project lead for software implementation on 4 continents • Systems Maintenance for Forwarding and 3PL Software • Product evaluation for all new software • Software implementation for all software • Tier three user support for all applications • Assist SR management in product pricing and scope of software applications • Training for all implementation and updates • Reports and gap analysis for all applications • Working with vendors on enhancements in… Show more • Project lead for software implementation on 4 continents • Systems Maintenance for Forwarding and 3PL Software • Product evaluation for all new software • Software implementation for all software • Tier three user support for all applications • Assist SR management in product pricing and scope of software applications • Training for all implementation and updates • Reports and gap analysis for all applications • Working with vendors on enhancements in applications • UAT end testing for applications within the Senator package • Advanced knowledge of forwarding application used by Senator (Global Super User) Show less



WiseTech Global

• Australia
• Software Development
• 700 & Above Employee

• Product Associate

  • Jun 2009 - Dec 2013

  Milton Keynes, United Kingdom Product education and development for Cargowise Enterprise software. A logistics software.



DACHSER

• Germany
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• SR. Account Manager

  • Feb 2007 - May 2009



UPS Supply Chain Solutions

• United States
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• SR. Account Manager

  • Dec 2000 - Feb 2007



NNR Global Logistics

• Japan
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Export Specialist

  • Jan 1999 - Nov 2000

  Export Specialist