ERIC PARSONS, PMP

2506 N. 87th Way | Scottsdale, AZ85257

480.830.0959 |

Summary of Qualifications

Talented technology professional with strong experience meeting with end users ranging from Vice Presidents to interns, understanding business problems and identifying and implementing a solution to meet the clients’ needs. Professional and technical skills include:

Project Management / Team Leadership / Business Analysis
Application Interface Design / MS SharePoint (MOSS) / MS CRM (3.0)
SQL / Database Design / MS Office
MS Project / UML / Web Design

Professional Experience

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ONENECK | SCOTTSDALE, AZ10/2007 –Present

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Rated #1 mid-market IT outsourcer for two years running by “The Black Book of Outsourcing. Focuses on managed hosting and ERP outsourcing.

Customer Operations Manager (10/2007 – Present)

  • Led internal project teams and associated steering committees of Directors, Vice Presidents, vendors and internal IT to implement, grow and maintain a customer portal(MOSS) and CRM solution
  • Managedan internal team responsible for maintaining and growing a customer’s Windows environment
  • Led an internal team responsible for transitioning a new customer into our environment during their Oracle implementation and maintaining that environment after go live

Accomplishments:

  • Inherited a high profile, politically charged customer portal project that was a year past due with several technical issues and a delivery date looming. Under my direction, the project was delivered within six months and has received high marks by the customer, potential customers, project stakeholders, users and the executive team. Successfully changed the technical direction of the failing project, leading to adoption of radically different daily business processes by ¾ of the company. Delivered comprehensive training, strong project management and implemented a Director/ VP level steering committee to continuously grow the solution.
  • Worked with VP’s, Directors and user to define the business requirements of a MS CRM sales automation solution. Successfully implemented and rolled out the solution and new business processes to the Sales and Marketing teams.
  • Improved customer satisfaction of an existing Windows customer by 25% according to year over year satisfaction surveys while experiencing high turnover in the customer’s IT department
  • Received recognition for an excellent transition of a new customer’s Linux/ Oracle 10g environment into the OneNeck managed hosting solution

KAHALA - COLD STONE | SCOTTSDALE, AZ10/2003 –10/2007

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An independently owned franchisor with 14 Brands, 4,600+ retail locations and sales exceeding $1.1 Billion in 15 countries

Sr. Manager of Business Applications (9/2006 – Present)

  • Led an internal team responsible for long term planning, architecting and delivering enterprise applications in an environment where application development was outsourced
  • Responsible for mentoring junior members of the team, leading large projects in a matrixed organization, reviewing and selecting software, vendor management and SDLC (Software Development Life Cycle) for custom applications

Accomplishments:

  • Implemented a partner/vendor portal using MOSS 2007 that included: document management, wiki based knowledge base, custom workflow, task management and SQL Reporting Services reports
  • Implement a BI (business intelligence) tool that incorporated dashboards and graphical drill through reports from a 300GB data warehouse in SQL Reporting Services. Successfully rolled this application out to over 1,400 stores and 2,000 end users.
  • Implemented and customized MS CRM to serve as the system of record for the international department
  • Designed and deployed web services to integrate contact information across two custom application
  • Introduced high availability into applications by using SQL DB mirroring and load balancing the application servers

Manager of Business Applications (2/2005 –9/2006)

  • Responsible for complete SDLC (Software Development Life Cycle), software review and selection, vendor management/ billing
  • Managed dotted line reports and delivering projects on time and on budget

Accomplishments:

  • Integrated Point-of-Sale information into a web based reporting tool and rolled it out to over 1,200 stores and 1,500 users. Improved end of year sales collection from 85% to 99.5% while adding more stores
  • Defined and implemented companies SDLC (Software Development Life Cycle), IT project management processes and creation of testing environments
  • Deployed SharePoint to serve as the workflow application for the IT department
  • Designed and implemented a system to securely store and transmit franchisee bank information on a nightly basis to a third party vendor
  • Conceived, designed and implemented a user generated template based scoring system to record and grade store performance. The system recorded over 4,000 quality checks in the first year and is well regarded by the users
  • Designed and implemented a custom and user configurable lead routing system

Business Analyst (10/2003 – 2/2005)

  • Gathered and documented system requirements from users at all levels in the organization
  • Created SOWs (Scopes of Work) for outside vendors and managed the projects to timeline and budget

Accomplishments:

  • Created the following UML documentation: Use Cases, ERD’s, work flows, user interface mock-ups, test plans
  • Developed SOWs with SLA (Service Level Agreements) that outside vendors had to meet during the development
  • Designed, implemented and project managed creation of a custom .NET application for online cake ordering

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FUTURE TRENDS | MARINA DEL REY, CA

5/2001 – 10/2003

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Information technology consulting firm focused on serving the needs of small to medium sized enterprises in the clothing industry

Consultant

  • Met with clients to document website and web based application needs, modeled these needs into a solution and managed a team to implement these solutions

Accomplishments:

  • Implemented an online payment processing site
  • Managed Microsoft Internet Information Server (IIS) to host client websites
  • Managed a small international group to develop web applications.
  • Designed and implemented a web-based catalogue for a clothing designer

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ESPECIO | LOS ANGELES, CA

1/2000 – 5/2001

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Small firm focusing on custom application development, with an emphasis on streaming media through Flash

Partner

  • Developed new accounts
  • Worked with clients to determine needs and modeled those needs into a web based application

Accomplishments:

  • Designed and coded a web based application to manage and display locations catalogue forthe film industry
  • Developed a streaming audio player with backend database for audio content management
  • Provided Database/ Webhosting/ email hosting for clients

Education, Certifications & Awards

UNIVERSITY OF SOUTHERN CALIFORNIA | Los Angeles, CA

B.S. Business Administration (IS emphasis), 12/2000

PROJECT MANAGEMENT INSTITUTE (PMI)

PMP (Project Management Professional), 7/2007

COLD STONE CREAMERY

  • Above and Beyond Award, February 2004
  • 99.5 % Sales Collected, January 2006

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