Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Technical Competencies
Tel
Professional Profile
Technical Competencies
Tel
Professional Profile
Generic

NICHOLAS MUNGARULIRE

WEST WINDSOR,NJ

Summary

Energetic results-focused full life cycle professional with commitment to client service and working with creative companies. Over 10 years of exemplary leadership in IT Management, Software Implementation Management and Call Center Technical Support. Broad skills in Customer Services, IT Tech Support and Management to excel as an integral member of a collaborative team, actively contributing to quality assurance targets and other operational objectives. Excels at coordinating tasks of numerous internal divisions and external agencies to ensure rapid, accurate delivery of equipment, materials and resources Enthusiastic [Job Title] willing to take on any task to help organization's mission succeed. Pleasant, hardworking and reliable with great interpersonal skills. Talented professional considered knowledgeable leader and dedicated problem solver. Brings [Number] years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.10

Overview

20
20
years of professional experience
1
1
Certificate

Work History

Program Delivery Manager - Public Assistance Cadre

FEMA
09.2022 - Current
  • Help FEMA respond to, recover from and mitigate all hazards by performing variety of emergency management functions which are not limited to disaster survivor assistance, conducting and verifying damage assessments, and providing administrative, financial and logistical support
  • Perform recovery support activities for staff at FEMA headquarters and Regional Offices, as well as emergency management partners engaged in supporting disaster recovery
  • Coordinating and supporting implementation of disaster recovery services and programs and analyzing resource requirements and capabilities to enable program delivery and performance
  • Contributing to development and implementation of emergency management recovery policies, plans, and procedures
  • Interpreting laws, regulations, and policies applicable to FEMA
  • Conducting analysis of difficult survivor-centric assistance issues in recovery statutes, regulations, policies, and procedures that may impact program delivery
  • Performing administrative duties such as supporting data processing needs to include entering and tracking Requests for Public Assistance (RPAs) and uploading related documents in Grants Manager Tool
  • Assisting with Public Assistance spend plan tracker for all project worksheets and generating ad hoc reports.
  • Collaborated with stakeholders to define project scope, objectives, and deliverables that aligned with business goals.
  • Enhanced team performance with regular coaching, feedback, and professional development opportunities.
  • Leveraged data analysis to inform decision-making processes and optimize program delivery outcomes.
  • Monitored progress against key performance indicators, adjusting plans as needed to ensure timely program delivery.
  • Ensured seamless communication among team members, clients, and external partners for proactive issue resolution and process improvement.
  • Spearheaded change management efforts related to new technology implementation and process improvements positively impacting overall efficiency.
  • Succeeded in establishing strong reputation for consistently meeting/exceeding clients'' expectations through timely, high-quality project deliverables.

Logistics Technician II

World Bank Group
03.2021 - 04.2022
  • Physically receiving over 200 goods against client Purchase order (PO); Physical verification of goods with PO line items; Update Asset management database for new assets; Internal coordination within and other units of client
  • Staging of Network and Audio/Video devices – Organize devices to rack; power on; connect to network; cable labeling as per drawings and guidelines from network engineers; Pack and unpack devices to its original box
  • Shipment packages – Prepare shipment package to be shipped to target locations (Country office or HQ campus); Add accessories and any material as per shipment requirement
  • Shipment Paperwork – Packing list; e Service Request; Air way bill; and other required documents to be sent along shipment
  • Send email to respective clients; store respective documents to its folder for later reference; update Asset management record with proper location and other attributes
  • RMA (Return material authorization) – Return defective material to vendor, get replacement, and update respective Asset management record
  • Dispose retired assets – Inventory of retired assets; Verify asset record for proper asset update; submit request for generate work list; On approval of work list, have over work list assets to GCS representative
  • Prepare and send Weekly/Monthly (Shipment tracking reports) tracking report to clients
  • Maintain shipment tracker excel work book, and other tracking files.
  • Evaluated vendor performance regularly, negotiating contracts for improved pricing and service levels.
  • Optimized logistics operations by implementing efficient inventory management and tracking systems.
  • Performed root cause analysis on any discrepancies in inventory or shipments, implementing solutions to prevent future occurrences.
  • Provided support during peak seasons or emergencies by efficiently allocating resources according to priorities.
  • Ensured accurate shipping and receiving processes for timely delivery of products to customers.
  • Coordinated with suppliers to maintain optimal stock levels, minimizing stockouts and overstock situations.
  • Conducted regular audits of warehouse practices, identifying areas for improvement and implementing corrective actions as needed.
  • Maintained high safety standards within warehouse environment through regular training sessions and adherence to safety protocols.
  • Trained new team members on warehouse procedures, ensuring consistent quality of work across all staff.
  • Developed effective communication channels between departments, fostering teamwork and collaboration in managing logistical tasks.
  • Continuously updated knowledge on industry trends and best practices to enhance operational efficiency.
  • Streamlined material handling processes by introducing appropriate equipment such as pallet jacks and barcode scanners, reducing manual labor and improving accuracy.
  • Established strong working relationship with freight carriers, optimizing transport options while maintaining cost effectiveness.
  • Collaborated with cross-functional teams for seamless integration of logistics operations within company's supply chain strategy.
  • Increased overall warehouse efficiency with effective space utilization and proper organization of materials.

Shipping and Receiving/Inventory Specialist

UPS
03.2019 - 09.2020
  • Performed all warehouse activities, including but not limited to, pick, pack, ship, receive, put-away all incoming mail packages, did cycle count, and inventory audit
  • Utilized various pieces of Material Handling Equipment (MHE) including pallet movers, stand up forklifts, high lift reach trucks, and order picker
  • Daily use of RF scanners to electronically perform warehouse activities
  • Engaged all tasks using defined job processes with high level of accuracy with minimal supervision
  • Had high level proficiency in utilizing PC-based WMS to perform all warehouse activities including, but not limited to, outbound process, inbound process and inventory control
  • Constantly ensured and practiced transaction accuracy
  • Coordinated with supervisor on all warehouse activities and performance
  • Vigilant with safety and quality compliance
  • Responsible for weighing mail and applying proper postage
  • Coordinated shipping arrangements and organized itineraries
  • Monitored office work flow to ensure efficiency of staff
  • Organized and coordinated courier systems training
  • Emailed employees regarding incoming mail whenever necessary
  • Loaded and unloaded packages for outbound and inbound distribution.
  • Handled day-to-day shipping and receiving overseeing more than 50 packages per day.50
  • Handled day-to-day shipping and receiving overseeing more than 50 packages per day.50
  • Handled day-to-day shipping and receiving overseeing more than 50 packages per day.

Customer Account Executive/Technical Support (Call Center)

Comcast Universal Studios
06.2010 - 09.2018
  • Responsible for planning, support, and organization of Help Desk processes and procedures, so that Help Desk can be flexible and adaptable enough to meet changing needs of Comcast domain
  • Provide oversight and coordinates and manages ERP support for decentralized system users
  • Governs identification risks/issues and impacts of proposed updates and represent those to Supervisor
  • Manages Remedy driven Help Desk on daily basis, responsible for 24X7X365 response
  • Directs Tier I/II support in response to phone, Remedy and email requests on reported issues, escalating to Tier III resources when required
  • Supervises collection of relevant issue details, while providing and promoting excellent customer service within effective response time
  • Oversees creation of support tickets as necessary and assigning priority levels and resources to resolve identified issues
  • Manages collection and analysis metrics to benchmark and identify Help Desk work load, and reported trends in issues
  • Leads development of new business processes and documentation for new processes (when deployed), and maintain and update knowledge base documentation
  • Recommends potential process improvements and or new procedures to Business Process Support supervisor
  • Directs support to prioritization of break/fixes and patches
  • Develops and approves functional design updates for break/fix items
  • Reviews/approves testing results to support deployment of systems break/fixes and patches
  • Provides oversight to Master Data Maintenance activities
  • Oversees activities supporting integration of future systems deployments
  • Assists Program Management Office (PMO) and Functional Community with new system updates/interfaces
  • Serves as processes subject matter expert for HQ
  • Interact with customers via telephone, e-mail, or face-to-face to assist with variety of customer inquiries and issues
  • Elicits and records customer information and inquiries, following prompts from computerized system
  • Corrects errors and discrepancies on customers' billing statements as necessary
  • Demonstrates good oral and written communication skills, with ability to articulate relevant information and directions in organized and concise manner
  • Explains billing cycles, processes, and prorates effectively to ensure that customers understand their statements
  • Researches billing history using computerized systems
  • Generates copies of billing statements and researches billing history using computerized systems and microfiche when applicable
  • Facilitates interactions with customers in way that is in accordance with t Company's service strategy
  • Establishes rapport and promotes effective relationships
  • Demonstrates awareness of company policies and procedures while applying sound judgment when necessary
  • Supervise areas work orders accurately; processes payments and enters credit card information accurately
  • Promotes and recommends products and services based on logical relationship to customer's needs and interests, delivering Comcast Quality Experience
  • Enters and confirms sales when appropriate
  • Maintains and coordinates interdepartmental communications as apply to customer problem resolution
  • Supports other lines of business as call volume dictates
  • Able to work in fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
  • Mastered and constantly improved sales prospecting, follow-up and upsell processes.
  • Evaluated customers' potential needs to make appropriate recommendations.
  • Developed and managed strong and growing pipelines of prospective small business customers.
  • Developed and implemented database sales tracking, enabling improved understanding of product profitability and inventory needs.

Management Analyst (IT, Records and Inventory)

National Science Foundation
01.2017 - 05.2018
  • Performing wide range of supply system operations, such as performing records functions in inventory, storage, cataloging, and receipt and control processes for over 300 items
  • Plans and direct work of organization
  • Plans work to be accomplished by subordinates, sets and adjust short-term priorities, and prepares schedules for completion of work; assigns work to subordinates based on priorities, selective consideration of difficulty and requirements of assignments, and capabilities of employees; develops performance standards and evaluates work performance of subordinates; gives advice, counsel, or instruction to employees on both work and administrative matters; develops and maintains strong working relationship with SSO team members and stakeholders at all levels
  • Works with other team leads to ensure integration across teams
  • Assist with integration of Organizational Readiness plan into overall project plan
  • Provides updates to Director, as needed
  • Works with Business Process Operations team on new design elements and impact to end user community
  • Makes recommendations to leadership on potential policy impacts as result of system changes.

Departmental Manager

Bed Bath and Beyond
12.2008 - 03.2010
  • Responsible for establishing and maintaining Guest Services, oversees and is accountable for operation of department ensuring maximum sales and profitability through merchandise, inventory expense control, human resource management, and managing operating costs and shrinkage
  • Ensure that each Guest receives outstanding Guest Service by providing Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of guest services
  • Analyze and measure business trends; develop and implement plans to maximize sales and meet or exceed goals and objectives
  • Control shrink, expenses, and payroll Ensure appropriate merchandise stock levels, merchandise and presentations; signing, and assortment in all departments; ensure selling floor is adequately stocked
  • Comparison shop and report results; share information, and make appropriate price adjustments
  • Ensure compliance with all policies and procedures through regular store management and staff meetings, store walk-through and audits,
  • Continually evaluate and react to performance issues and actively recruit hourly candidates.

Help Desk Level II

Micron Computer Electronic
01.2008 - 01.2009
  • Supervise installation, configuration and operation of simple routed Lans, Wan and switched Lan Networks
  • Assisted clients in connecting and setting up IP, IGRP, IPX, Frame relay, IPRIP, VLANS, ETHERNET and access lists
  • Analyzed and resolved technical issues including Windows NT, 98, WINME, 2000, Microsoft office, outlook and Dial-up issues
  • Resolved client network issues including TCP/IP and wiring configuration.

IT Manager

Inter-Continental Group Hotel
01.2004 - 04.2005
  • Trains staff on Help Desk operational procedures and troubleshooting techniques Manages t Identification of end user training opportunities
  • Provides oversight to efforts which support training to end-users on new processes or corrective actions
  • Drives Help Desk performance and ensure that staff provide timely support to end users and enforce quality of service guidelines, resolving issues and monitoring overall customer satisfaction
  • Supervises collection of relevant issue details, while providing and promoting excellent customer service within effective response time
  • Oversees creation of support tickets as necessary and assigning priority levels and resources to resolve identified issues
  • Manages collection and analysis metrics to benchmark and identify Help Desk work load, and reported trends in issues
  • Leads development of new business and documentation processes, maintain and update knowledge base documentation
  • Recommends potential process improvements and or new procedures to t Business Process Support supervisor
  • Directs support to prioritization of break/fixes and patches
  • Develops and approves functional design updates for break/fix items
  • Reviews/approves testing results to support deployment of systems break/fixes and patches
  • Provides oversight to Master Data Maintenance activities
  • Oversees activities supporting integration of future systems deployments
  • Supervise all daily and weekly IT procedures in hotel, design; Implement preventive maintenance for all IT hardware & Software
  • Checking daily backups, all system interfaces, Server hardware and logs
  • Managing IT supervisors and clerks, assigning their daily jobs, and training needed theoretical and practical procedures, troubleshooting and support within corporate standards
  • Work and manage suppliers for any Software/ Hardware conflicts, follow up all claims that are being forwarded to IT Department
  • Document, archive all correspondence and troubleshooting, follow up suppliers’ visits and maintenance.

Interactive Television Manager(ITV)

Royal Caribbean & Celebrity Cruises Inc.
01.2004 - 01.2005
  • Performed routine administrative procedures such as inventory control, ordering supplies, confirming delivery of hardware and software supplies
  • Handling 30 departmental invoices per day and monitoring quality of offloaded shipments
  • Offered orientation ship-talk’s on use of Sea Vision Interactive computer system
  • Monitored upkeep and operation of Win NT servers, RF modulator repairs, Video recorders, and computer terminals
  • In charge of upkeep and running of Internet servers, ISP connections and troubleshooting any potential glitches that Internet users may encounter
  • Repaired faulty computer servers, motherboards, VCRS, and terminals that serviced onboard interactive television system.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Improved marketing to attract new customers and promote business.
  • Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
  • Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
  • Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
  • Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
  • Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
  • Implemented innovative marketing campaigns that boosted brand awareness and generated significant sales leads.
  • Launched new products and services with thorough market research, leading to increased revenue growth.
  • Conducted competitive analysis to identify market trends and capitalize on emerging opportunities for growth.
  • Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Developed detailed plans based on broad guidance and direction.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Launched quality assurance practices for each phase of development
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Established team priorities, maintained schedules and monitored performance.
  • Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within industry sector.
  • Championed diversity and inclusion efforts within workplace, resulting in inclusive environment that fostered creativity and innovation among employees from various backgrounds.
  • Mentored junior team members for career advancement, fostering pipeline of future leaders within organization.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Improved safety procedures to create safe working conditions for workers.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Maximized performance by monitoring daily activities and mentoring team members.

Education

Bachelor of Arts - Political Science And Government

University of Toronto
Toronto, CA
11.1996

Some College (No Degree) - Computer Technical Support

Toronto School of Business
Toronto, CA

Skills

  • Attention to Detail
  • Customer Service
  • Inventory Control
  • Teamwork and Collaboration

Accomplishments

  • Supervised team of 12 staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Collaborated with team of 8 in the development of shipments to over 54 countries

Certification

Program Delivery Manager - Certified

Languages

English
Full Professional
Swahili
Full Professional

Timeline

Program Delivery Manager - Public Assistance Cadre

FEMA
09.2022 - Current

Logistics Technician II

World Bank Group
03.2021 - 04.2022

Shipping and Receiving/Inventory Specialist

UPS
03.2019 - 09.2020

Management Analyst (IT, Records and Inventory)

National Science Foundation
01.2017 - 05.2018

Customer Account Executive/Technical Support (Call Center)

Comcast Universal Studios
06.2010 - 09.2018

Departmental Manager

Bed Bath and Beyond
12.2008 - 03.2010

Help Desk Level II

Micron Computer Electronic
01.2008 - 01.2009

IT Manager

Inter-Continental Group Hotel
01.2004 - 04.2005

Interactive Television Manager(ITV)

Royal Caribbean & Celebrity Cruises Inc.
01.2004 - 01.2005

Bachelor of Arts - Political Science And Government

University of Toronto

Some College (No Degree) - Computer Technical Support

Toronto School of Business

Technical Competencies

Microsoft Office Professional: Word, Excel, PowerPoint, Outlook, Fedelio, Grand-slam, Remedy Quality Management System, Windows 7, 8, 10, Professional Server 2000, Macintosh OS, X-Windows, Windows Server, Microsoft Internet Explorer, Firefox, MS-Internet Information Services (IIS)

Tel

571-276-9964

Professional Profile

contributes to the over all success of projects by seeing the bigger picture and knowing how to break deliverables down into manageable tasks, skilled in setting priorities, establishing timelines, and finding solutions to issues before becoming problematic. Expertise in managing the full life cycle of integrated business applications, customer service and high transaction database systems, combines an approachable style that instills confidence in others to get the job done on schedule and on budget, employs patience and perseverance, adapting to cultural differences and maximizing team contributions, Advanced interpersonal and business communication skills with a remarkable ability to establish and maintain long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations; experienced in development and execution of initiatives that promote efficiency, organizational effectiveness and job satisfaction; skilled facilitator, cross-functional team player, resource manager, and problem solver with demonstrated capabilities in performance management and organizational development

Technical Competencies

Microsoft Office Professional: Word, Excel, PowerPoint, Outlook, Fedelio, Grand-slam, Remedy Quality Management System, Windows 7, 8, 10, Professional Server 2000, Macintosh OS, X-Windows, Windows Server, Microsoft Internet Explorer, Firefox, MS-Internet Information Services (IIS)

Tel

571-276-9964

Professional Profile

contributes to the over all success of projects by seeing the bigger picture and knowing how to break deliverables down into manageable tasks, skilled in setting priorities, establishing timelines, and finding solutions to issues before becoming problematic. Expertise in managing the full life cycle of integrated business applications, customer service and high transaction database systems, combines an approachable style that instills confidence in others to get the job done on schedule and on budget, employs patience and perseverance, adapting to cultural differences and maximizing team contributions, Advanced interpersonal and business communication skills with a remarkable ability to establish and maintain long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations; experienced in development and execution of initiatives that promote efficiency, organizational effectiveness and job satisfaction; skilled facilitator, cross-functional team player, resource manager, and problem solver with demonstrated capabilities in performance management and organizational development

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NICHOLAS MUNGARULIRE