MATT CONESCU
8 Esteymere Place~Greater Boston Area~,Lawrence,Burlington,Concord,Nashua,Portsmouth
Middleton, MA 01949~
Phone: 978-595-4020
Email: matt@conescu.com~
QUALIFICATIONS
Leadership~People~
* Technical Director~Voice of the Customer~,auto-response FAQ's,beta-test,customer distribution,customer service award,customer surveys,customer touch points,customer-site,Developing User Friendly Report Writers,distance learning systems,e-prescribing featuring electronic signatures,MAPICS reports to DEC VAX users as email,MapQuest-branded Web store,pay-per-incident,PM certifications,Quickstart installation services,remote access consulting,remote monitoring,service level agreements,single sign-on,site award,unifying customer interaction,Web-enabled customer input
* Program Manager~Project Leadership~,appliance assembly,disaster recovery,frontline customer service,incentive structures,infrastructure outsourcing,IT project management,logistics provider,MapQuest-branded Web store,national call center,online auctions,Outsourced,outsourced infrastructure,outsourcing agreements,platform migration services,platform migrations,Quickstart installation services,remote access consulting,remote monitoring,resource scheduling,service level agreements,status reporting,telemarketing operations
* Systems Integrator~Team Building~,business process mapping,Centralized regional help desks,Director,employee surveys,Established multi-tier support, Field Services,field service training,leadership award,MAPICS Team Leader,mentored existing team,of Customer Services,of Professional Services,of Technical Services,peer review,policies,resource scheduling,Senior Program Manager,skills-based routing,teamwork award,Technical Services Manager,training curriculum
* Curriculum Developer~
* Publications/Presenter~
Best Practices~Process~
* Survey Programs~Continuous Improvement~,alpha,authoring,auto-response FAQ's,beta,business process mapping,Centralized regional help desks,Encouraging the Heart,failure reporting and corrective action,incentive structures, policies,ISO 9001 Registration,peer review,PM certifications,procedures and work instructions,Quality Manual,-release,-test,service level agreements,Six Sigma methodology,skills-based routing,subject matter experts,surveys
* Loyalty Programs~Change Management~,24x7 ,Adapted bar coding software,alpha,beta,business process mapping,Collaborated, consumer support,Centralized regional help desks,Instituted e-prescribing,Introduced Six Sigma,Migrated legacy,Negotiated,Outsourced,new acquisitions,pay-per-incident,platform migration services,platform migrations,support operations,-release,-test,telemarketing operations
* Six Sigma Projects~Knowledge Transfer~,auto-response FAQ's,business process mapping,Collaborated,defect circumventions,distance learning systems,failure reporting and corrective action,knowledge management,MAPICS reports to DEC VAX users as email,Medicare reporting,mentored existing team,peer review,PM certifications,Published,Quickstart installation,skills-based routing,training curriculum,unifying customer interaction
* ISO 9001 Registration~
* Awards and Recognition~
Technologies
* e-Commerce~,ASN's,BizTalk,EDI,electronic funds transfer,e-prescribing featuring electronic signatures,equipment rental,invoices,MapQuest-branded Web store,middleware,online auctions,pay-per-incident,pick lists,PO's,recurring patient orders,remote monitoring,sell-through reporting,single sign-on,spreadsheet to,remote access consulting,telemarketing operations,track shipments,treatment invoicing
* Web Collaboration~,auto-response FAQ's,Citrix WinFrame,diagnostics and upgrades,distance learning systems,e-prescribing featuring electronic signatures,MAPICS reports to DEC VAX users as email,MapQuest-branded Web store,MRTG,online auctions,PM certifications,private messaging,remote access,remote monitoring,single sign-on,remote access consulting,Web-enabled,wireless handhelds,XML
* Enterprise Applications~,Adapted bar coding software,BizTalk,client/server CRM,customer service applications,defect tracking,equipment rental,ERP business unit,IBM MAPICS,MAPICS/DB,Medicare reporting,middleware,national call center,recurring patient orders,resource scheduling,service call,spreadsheet to EDI,treatment invoicing,Web-enabled CRM
* Knowledge Management~
* Legacy System Migrations~
CAREER HISTORY
NxStage Medical, Inc., Lawrence, MA, 2007-Present
e-Business Project Leader
* Re-engineered customer service applications for e-prescribing at home dialysis equipment manufacturer.
* Instituted e-prescribing featuring electronic signatures, private messaging and Medicare reporting.
* Automated PM certifications, recurring patient orders, equipment rental and treatment invoicing.
* Adapted bar coding software to EDI pick lists and track shipments between logistics partners.
* Developed single sign-on, distance learning systems and spreadsheet to EDI middleware.
* Introduced Six Sigma methodology for IT project management and status reporting.
Digimarc Corporation, Burlington, MA, 2006-2007
Director, Field Services
* Expanded call center and field service operations at driver's license and ATM card equipment manufacturer.
* Centralized regional help desks into national call center that preserved existing customer touch points.
* Implemented Web-enabled CRM unifying customer interaction from headquarters, call center and field.
* Negotiated service level agreements, outsourcing agreements, billing rates and incentive structures.
* Developed enhanced product demo for rapid deployment into customer production environments.
* Introduced knowledge management authoring policies and field service training curriculum.
TomTom, Inc., Concord, MA, 2005-2006
Technical Services Manager
* Architected customer service applications and infrastructure outsourcing at portable GPS manufacturer.
* Created MapQuest-branded Web store on open source e-Commerce platform hosted by logistics provider.
* Implemented BizTalk middleware with logistics provider for e-Commerce, order and shipment processing.
* Introduced ASP model EDI with national retailers for PO's, ASN's, invoices and sell-through reporting.
* Instituted Web-enabled CRM with auto-response FAQ's, skills-based routing and customer surveys.
* Outsourced frontline customer service and mentored existing team into subject matter experts.
Sun Microsystems, Inc., Nashua, NH, 1999-2004
Senior Program Manager
* Re-engineered customer service applications for new acquisitions at Internet equipment manufacturer.
* Instituted Linux knowledge management, online auctions, remote monitoring and 24x7 pay-per-incident.
* Developed platform migration services, Web-enabled CRM, failure reporting and corrective action system.
* Negotiated service level agreements, outsourcing agreements, billing rates and incentive structures.
* Published technical specifications for Linux wireless handhelds and XML document management.
* Recognized with leadership award for ”Encouraging the Heart” and teamwork award.
* Recognized with two promotions in two years to senior program management.
Tecnomatix Unicam, Inc., Portsmouth, NH, 1998-1999
Director of Professional Services
* Expanded multi-tier support, consulting, Q/A and IT at CAD/CAM start-up.
* Instituted Quickstart installation services and business process mapping.
* Implemented Citrix WinFrame for alpha-test with Web-enabled customer input.
* Migrated legacy service call and defect tracking applications to Web-enabled CRM.
* Introduced customer surveys, employee surveys and employee peer review programs.
* Collaborated on Quality Manual, procedures and work instructions for ISO 9001 Registration.
F5 Networks, Inc., Seattle, WA, 1997-1998
Director of Professional Services
* Established multi-tier support, consulting and infrastructure outsourcing at Internet appliance start-up.
* Instituted 24x7 support operations and customer distribution of emergency boot CD-ROM’s.
* Developed remote monitoring using MRTG, remote access diagnostics and upgrades.
* Outsourced appliance assembly, software configuration and hot spares kitting.
* Implemented client/server CRM using Citrix WinFrame as a thin client.
* Introduced customer surveys and employee peer review programs.
Microtest, Inc., Nashua, NH, 1996-1997
Director of Technical Services
* Expanded multi-tier support, consulting and training at Internet appliance start-up.
* Instituted pay-per-incident consumer support and remote monitoring services.
* Developed telemarketing operations for selling service contract renewals.
* Implemented client/server CRM using Citrix WinFrame as a thin client.
* Introduced customer surveys and employee peer review programs.
* Automated department resource scheduling.
Optio Software, Inc., Atlanta, GA, 1994-1996
Director of Customer Services
* Established multi-tier support, consulting, training, Q/A and IT at document management start-up.
* Instituted 24x7 support operations, Quickstart installation services and alpha-test policies.
* Migrated legacy sales, service call and defect tracking applications to client/server CRM.
* Recognized with CRM vendor's beta-test site award for creating defect circumventions.
* Introduced customer surveys, employee surveys and employee peer review programs.
* Automated department resource scheduling.
* Collaborated on business plan for IPO.
IBM Corporation, Atlanta, GA, 1989-1994
MAPICS Team Leader/Duty Manager
* Expanded multi-tier support, consulting and training at ERP business unit.
* Instituted 24x7 support operations and customer-site beta-test policies.
* Re-engineered service call management and resource scheduling applications.
* Designed MAPICS/DB electronic funds transfer and TechLink remote access consulting.
* Collaborated on Quality Manual and training curriculum for successful ISO 9001 Registration.
* Published “The Hotline Story: Tales from the Cryptic,” MAPICS The Magazine, October, 1994.
* Recognized with customer service award for year-end customer support of financial applications.
Schlumberger Technologies, Ridgefield, CT, 1982-1989
Administrative Systems Manager
* Enhanced IBM and DEC applications, network configurations, disaster recovery and platform migrations.
* Developed EDI, HR, PO, asset tracking and P/R budgeting applications to supplement IBM MAPICS.
* Designed PC software to download and transmit IBM MAPICS reports to DEC VAX users as email.
* Performed migrations between release and beta-release IBM midrange and DEC VAX platforms.
* Published “Developing User Friendly Report Writers,” Small Systems World, November, 1983.
* Published “Automating Format Design,” Small Systems World, March, 1984.
* Recognized with promotion to Member of Professional Staff.
EDUCATION
Southern Polytechnic State University, Marietta, GA, Candidate for MS Software Engineering, 1991-1992
University of Hartford, West Hartford, CT, BA Psychology and Mass Communications, August, 1975
REFERENCES ARE AVAILABLE UPON REQUEST