2011 Feb Call Ctr Mgr Cust Advo

RORY S. O’BRIEN
1808 Walnut Ave. robrien_mb@hotmail.com H 310-546-2971
Manhattan Beach, CA 90266 LinkedIn profile- http://www.linkedin.com/in/roryshaunobrien C 310-528-9583

CALL CENTER MANAGER / CUSTOMER ADVOCATE
~ The true compass of a working man's character is the ability to have a "can-do" attitude taking on even the most mundane
task ~

Professional Summary
Cross-functional Front-Back Office Business Support Professional with extensive Customer Support/Service background
and the ability to quickly assimilate into disciplines/practices in order to contribute to the vision/mission of company
and department(s). Efficient. Focused. Accountable.

• Provide cross-functional internal support to multiple units such as: I/T, Marketing, Sales (RFP/RFQ information),
Corporate Procurement and Customer Support & Services.
• Content Coordinator Knowledge/Solutions database contributing to corporate and customer self-help documentation
with focus on problem/incident resolution.
• Customer Advocate reviewing business issues/problems and interact with internal/external end-users/stakeholders in
determining next course of action/resolution.
• Project Coordinator for corporate purchase order implementation, successfully meeting the assigned milestones.
• Experienced Incident Management Analyst supporting customers/stakeholders/end-users, knowledgeable within the
practices of discovery problem analysis, providing solutions while prioritizing mission/business critical situations.

Experience

Mitsubishi Power Systems, Newport Beach, CA 2/2010-Present
Site Leader Information Technology
Support Mitsubishi Power Systems Americas, Inc. (MPSA) Information Technology (IT) by assisting with the securing of IT
responsibilities, providing support services in the arena’s of desktop, Enterprise Resource Planning and office equipment
purchasing in the support of company and departmental business processes.

• Create departmental procedures and corresponding work instructions based on published corporate policy.
• Manage in accordance with Corporate and IT department policies and goals; monitor policies within scope of
responsibility to ensure compliance.
• Primary Coordinator to I/T RFQ/Purchase Requisitions for all hardware/software in support of business.
• Plan, schedule, and assess subordinate team members.
• Assist with sourcing required services and products as needed.
• Protect corporate data through regular scheduled back-ups
• Assist employees in the use and troubleshooting of software/business activities.
• Assist with business requirements and application objectives relating to the current business systems.
• Works with users to identify key business processes for improvements relating to the current/future business
processes.
• Reviews product requirements and assist in measuring success of planned deliverables to ensure they meet expected
objectives.

Mitsubishi Power Systems (Source2 Temp Services) , Newport Beach, CA
2/2010-4/2010
IT Specialist (Contract Position)
Support Mitsubishi Power Systems Americas, Inc. (MPSA) Information Technology (IT) by assisting with the securing of IT
responsibilities, providing services such as: printing, file sharing, etc. and troubleshooting IT services and resources.

• Maintains desktop software and trains Users on software usage.

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RORY S. O’BRIEN

task ~

• Troubleshoots and administers printers, copiers, fax machines and other IT Equipment.
• Assists in troubleshooting and administering Cisco telephone sets
• Assists and/or orients new hires with the initial usage of information systems hardware and software.
• Support internal/external users of corporate business applications.
• Troubleshoots and resolves trouble tickets entered into the help desk software.
• Purchase Order coordination/administration and monitoring of hardware replacement for corporate personal
computers and Cell Phones.

Glovia International Inc – A Fujitsu Company, El Segundo, CA 1/1997-4/2009
Mgr. Customer Care - Senior Applications Support Analyst (100 mos) 1/2004 – 4/2009
Call Center Manager background working as skilled Business/Applications Support Analyst with extensive experience in
ERP business software support implementation and enterprise IT solution support and assessment including:

• Supervised team of Systems & Application Analysts for troubleshooting Level 1-3 application/systems issues.
• Content Coordinator to published Knowledge Base, ultimately resulting in End-Users (internal-external) self-service
for issue/problem resolution
• Managed accelerated business critical issues/problems and facilitating through to resolution.
• Maintained departmental ‘return call’ rate quota of 90+% one business day.
• Created data and test cases in support of Problem Tracking required for Developers/QA verification processes
• Maintained project plans for departmental special assignments.
• Provide end-user assistance via telephony or Internet tool when required during ERP problem
investigation/resolution.

Senior Applications Support Analyst (8 mos) 4/2003 – 1/2004
Assigned to temporary corporate program: Information Technology Advancement (ITAP) in bringing Headquarters
Accounting Department and 2 international offices in-line with functional Financial and Procurement practice/protocols

• Project Coordinator for centralization of corporate financial databases and Purchase Order Implementation.
• Interviewed stakeholders leveraging current accounts payable/receivable and procurement business applications
knowledge and assisting with the discovery of more robust innovative solutions.
• Identified undocumented internal processes for Contract Licensing deliverable and effectively recorded Business
Process Procedures: resulting in increased customer satisfaction from “On-Time” deliveries.
• Project Coordinator to systems testing and UATs with internal users / development teams during data migration.
• Authored end-user work instructions in support of internal business tasks during resource constraints.

Affiliate Program Associate (28 mos) 1/2001 – 4/2003
Support Liaison to software sales, in the United States through resale channels including multi-national sales channels in
Mexico and Latin/South America.

• Assist the Director of Strategic Relationships in the identification and execution of various duties relating to the
building/maintaining the Affiliate Program that included Contracts – price quotes; Policies & Procedures;
Coordination of activities involving internal Professional Services.
• Acted as the Point of Contact between Affiliate organizations and Glovia Support in matters of product license,
Product technical questions, end-user product ordering, shipment and Risk Monitor.

2

RORY S. O’BRIEN

task ~

• Lead contributor in the development of “First-Line of Support” program development for Mexico, Latin and South
American Affiliates, and to be the primary focal point for program’s execution and integration with Glovia
customers Worldwide Support Center.
• Assist Affiliate site analysts/consultants with determining action/direction for business critical sales issues i.e.
answering questions regarding RFP.

Manager Worldwide Support Center - Senior Applications Support Analyst (48 mos.) 1/1997 – 1/2001
Call Center Manager background working as skilled Business/Applications Support Analyst with extensive experience in
ERP business software support implementation and enterprise IT solution support and assessment, including supporting role
as Front-Back Office Business/Applications Support Analyst with extensive experience in business software support
implementation and enterprise ITIL solution support and assessment, including:
(See Customer Care Manager Position)

MDIS, El Segundo, CA 1/1993 – 1/1997
Manager Worldwide Support Center - Senior Applications Support Analyst
Supporting role as Front-Back Office Business/Applications Support Analyst with extensive experience in business software
support implementation and enterprise ITIL solution support and assessment, including: (See Customer Care Manager
Position)

Skills

Software:
Enterprise Resource Planning-ERP Asset Tracking, GL AR AP BILL, W/O, SO and Shipping, Inventory,
Engineering, Purchasing, Receiving, Physical Invt., CRM, Crystal Reports, Cognos-Impromptu, Visio, Project,
Access 2000, MS Office Suite, Windows 2000 - Active Directory, WebEx, Factory Master

Concepts:
Federal Government Industry Overview (IAE, GSA, FISMA, OMB, Services Acquisition, Product Lifecycle
Management (PLM); Product Development Management; User Interface, Warehouse Management; Business
Application Use Case; SAP ERP Architecture

Methodology:
ITIL: The Service Desk and Incident Management & Problem and Change Management, ISO 9000/2000;
9001/2000; 9004/2000, Introduction to Six Sigma, Intro-Risk Monitor, Oracle Database Structure, User Acceptance
Testing (UAT), Introduction to Project Management/Project Process Groups and Initiating a Project, Project Team
Development, Project Planning, Initiating a Project and Preparing the Project Plan, Project Scheduling, Project Life
Cycle and Stakeholders, Core Concepts in Business Analysis, Enterprise ¬Analysis and Making a Business Case,
ISO-Monitoring & Measurement, Performance-Based Services Acquisition

Languages:
Intro-SQL Oracle9i, Intro-HTML, ProIV/Superlayer, Intro-Java Script, Intro-Basic XML

Education
Hill University, Humble, Texas
Bachelor of Science, Business Management

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RORY S. O’BRIEN

task ~

Military Service
Information Systems Operator
• United States 6th Army, Honorable Discharge, Specialist 4, Top Secret Security Clearance (Currently Inactive)

Others Roles-
EMT-I - Ca. State Certified 2003
Fitness Trainer – National College of Exercise Professionals (NCEP) 2001

4

2011 Feb Call Ctr Mgr Cust Advo

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