MATT CONESCU
8 Esteymere Place
Middleton, MA 01949
Phone: 603-930-7078
Email: matt@conescu.com~
QUALIFICATIONS
Leadership
* Technical Director~,Director, Field Services, of Professional Services, of Technical Services, of Customer Services
* Program Manager~,e-Business ,Project ,Senior Program ,Technical Services ,MAPICS Team ,Duty ,Administrative Systems ,Manager,Leader
* Systems Integrator~,single sign-on,Adapted bar coding software,enhanced product demo,unifying customer interaction,spreadsheet to EDI,BizTalk, middleware,ASP model,e-Commerce platform,client/server,platforms,Automated,applications,disaster recovery,network configurations
* Curriculum Developer~,folder tree download center,PM certifications,knowledge management,auto-response FAQ,skills-based routing,business process mapping,training, curriculum,Quickstart installation services
* Awards and Recognition~,e-prescribing,recurring patient orders,equipment rental and treatment invoicing,two promotions,leadership ,teamwork ,MapQuest-branded Web store,auto-response FAQ,telemarketing operations,beta-test site ,award, for year-end customer support,promotion to Member of Professional Staff
Technologies
* e-Commerce/EDI~,e-prescribing,electronic signatures,spreadsheet to ,single sign-on, pick lists and track shipments,recurring patient orders,invoicing,MapQuest-branded Web store,EDI, with national retailers,electronic funds transfer,online auctions,pay-per-incident,BizTalk, middleware,ATM card
* Web/Remote Access~,Internet,e-prescribing,electronic signatures,private messaging,single sign-on,folder tree download center,PM certifications,MapQuest-branded Web store,auto-response,online auctions,wireless handhelds,XML,remote monitoring,MRTG,remote access,Citrix WinFrame,Web-enabled,TechLink ,diagnostics and upgrades
* Knowledge Management~,private messaging,folder tree download center,PM certifications,auto-response FAQ,skills-based routing,failure reporting and corrective action system,XML ,customer surveys,employee surveys,document management,knowledge management,business process mapping,PC software to download and transmit,defect circumventions
* Legacy System Migrations~,Re-engineered,Medicare reporting,Adapted bar coding software,Centralized regional help desks,enhanced product demo,Automated,middleware,ASP model,Linux wireless handhelds,Migrated legacy,platform migration services,migrations,Quickstart installation services
* CRM/ERP Implementations~,private messaging,customer service applications,Medicare reporting,single sign-on,bar coding software,track shipments,spreadsheet to EDI,recurring patient orders,equipment rental and treatment invoicing,national call center,BizTalk, middleware,Web-enabled CRM,service call,defect tracking,resource scheduling,skills-based routing,client/server CRM,MAPICS/DB,IBM MAPICS,ERP business unit
Best Practices
* Survey Programs~,customer touch points,incentive structures,customer surveys,employee surveys,peer review programs
* Six Sigma Projects~,Six Sigma methodology,Centralized regional help desks,failure reporting and corrective action system
* ISO 9001 Registration~,PM certifications,business process mapping,ISO 9001 Registration,Quality Manual,procedures,work instructions
* IT/Call Center Outsourcing~,logistics, partners, provider,bar coding software,spreadsheet to EDI,IT project management,national call center,MapQuest-branded Web store,BizTalk, middleware,ASP model,Outsourced,outsourced infrastructure,outsourcing agreements,incentive structures,online auctions,wireless handhelds,infrastructure outsourcing, frontline customer service, appliance assembly
* Publications/Presentations~,e-prescribing,folder tree download center,bar coding software,single sign-on,PM certifications,status reporting,national call center,MapQuest-branded Web store,auto-response FAQ,training curriculum,failure reporting and corrective action system,technical specifications,Collaborated on ,Quality Manual,defect circumventions,business plan,Small Systems World,MAPICS The Magazine
CAREER HISTORY
NxStage Medical, Inc., Lawrence, MA, 2007-Present
e-Business Project Leader
* Re-engineered customer service applications for Internet self-service at medical device 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, folder tree download center 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 operations and integrated it with internal backline team.
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 College of Technology, Kennesaw, 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