Sheryl Masi
Summary
Accomplished information technology management leader with an impressive 30+ year track record in the distribution industry. Proven ability to lead diverse teams of IT professionals, successfully analyze critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for improving service offerings. Strong qualification in management, strategic planning and staff development/leadership.
Overview
11
11
years of professional experience
1
1
Certification
Work History
PS CRM PowerSell Application Consultant IV
NCR Corporation
05.2022 - 03.2024
- Performed implementation/upgrades of PowerSell for new and existing NCR customers.
- Refashioned the implementation/upgrade process for PowerSell defusing the historic single threaded methodology resulting in a 50% reduction in time to market.
- Fully responsible for architecting all customer requested enhancements including third party interfaces,
- Key participated in all phases of software development lifecycle.
- Architected and developed methodology for single instance customers to utilize PowerSell without NCR's ERP system.
- Increased customer satisfaction with prompt issue resolution with a 60% YOY increase in returned customer surveys.
- Trained new employees on PowerSell product.
- Partnered with NCR SW CRM Support team to resolve 85% of backlog incidents for PowerSell.
- Unearthed Oracle OKM project from previous position as Power Support Manager to provide issue resolution to incidents created by the NCR Help Desk and to be incorporated into PowerSell user documentation. Thus, proving a 50% decrease YOY in Help Desk calls post implementation of a new PowerSell install.
- Responsible for server implementation, configuration, maintenance and loading of PowerSell software on customers server.
- Fabricated a repository best practice methodology for pulling back and storing a customers admin, network and user configurations on a NCR server. This became an insurance policy for NCR customers in the event of data or a server being compromised.
- Assisted with change management efforts during major system upgrades or migrations, minimizing disruption to users'' daily activities.
- Delivered superior customer service to strengthen relationships and drive future business revenue.
- Created training guides and online training courses to improve customer user experience in the PowerSell environment.
- Launched quality assurance practices for development projects.
- Evaluated employee performance and conveyed constructive feedback to improve skill sets.
PS Project Manager III, Defense Commissary Agency
NCR Corporation
05.2019 - 05.2022
- SECRET CLEARANCE (DOD) - Not Active
- Through strong business and technical acumen, supported the execution of the Program Management Plan and Master Project Management Plan for the NCR implementation of PowerEnterprise (ERP) and PowerWarehouse (WMS) system for DeCA Commissary distribution centers in 5 countries.
- Specialized in Business Process re-engineering; Documentation of business processes; GAP analysis; Root Cause Analysis; Logistics; Training structure design and implementation; Pre/post implementation support for ERP and/or in house applications.
- Direct subcontractors and teaming partners to meet program requirements.
- Managed and directed preparation and delivery of program documentation deliverables.
- Managed and direction the preparation and delivery of program requirements.
- Conducted monthly Program Management Reviews (PMRs).
- Ensured resource ability and the identification and mitigation of risk.
- Served as escalation and resolution for all project issues.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, designed, and scheduled phases for large projects.
- Met project deadlines without sacrificing build quality or workplace safety.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Extended my extensive knowledge of NCR's ERP system (PowerEnterprise) and WMS system (PowerWarehouse) in all aspects of this project.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
SW Engineer IV - Power Support Manager
NCR Corporation
09.2016 - 05.2019
- Held Secret Security Clearance (DOD)- Not Active
- Directed 20 global remote associates.
- Performed secondary duties appointed with the Defense Commissary Agency (DeCA) - Served as an extension of the NCR Professional Services team to provide PowerEnterprise (ERP) and PowerWarehouse (WMS) training to global users and to server as a SME where necessary to support DeCA project.
- Exceeded performance expectations maximizing 100% bonus potential YOY.
- Earned notable associate security badges from NCR senior management and peers.
- Sole driver in a 200% reduction in Development backlog efforts amongst 8 software product lines supported.
- Devised a single threaded communication methodology for management of remote associates.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Oversaw all NCR Power Suite products reported incidents via the NEOS ticket reporting system.
- Reduced operating expenses within department by 30%.
- Eliminated 65% of cross-charges from NCR Professional Services within 1 year.)
- Founded the NCR Power Knowledge Base (Oracle) ultimately cultivation of over 2500+ articles used to resolve customer incidents.
- Introduced new methodologies for proactively implementing software fixes to NCR Power customers that resulted in a reduction of 450 incidents from the previous year.
- Increased and maintained a 96% or above on all first call resolution for all NCR Power Product lines.
- Standardized escalation procedures for customer incidents reserving top level resources for complex incidents.
- Yielded the highest number of returned survey's with 'Excellent' ratings YOY.
- Extended updated and meaningful incident reporting to enhance Power SUpport Analysts ability to manage their incidents queues.
- Wrapped new online e-learning technologies around our NCR Power Suite customers aiding in incident reduction.
- Stimulated all direct reports to be cross-functional.
- Trended YOY in exceeding all department fiscal expectations.
- Cultivated cultural changes within the department by recognizing and realigning NCR Power Suite associates via skill-set improvements.
L3 Technical Support Engineer
NCR Corporation
06.2013 - 09.2016
- Reduced downtime by proactively identifying potential technical issues and implementing preventive measures.
- Managed high-pressure situations with professionalism, effectively addressing urgent customer concerns while maintaining composure.
- Mentored new associates.
- Analyze transactions, correct records, and adjust errors.
- Identify and resolve client application issues.
- Document production incidents and support requests according to company policy.
- Elicit requirements and define specifications for client requested system enhancements.
- Work cross-functionally with other business units to ensure business requirements where captured for inclusion in future system enhancements.
- Create user documentation and train end users as directed.
- Serve as QA Analyst upon new release upgrades.
- Accountable for strategic execution of PowerEnterprise (ERP) implementation duties when called upon (traveling to client site). This included assuming responsibility for performing all implementation tasks and producing timely deliverables. Implemented and controlled task within the statement of work and budget for a successful implementation.
- Participate in on call after hour rotation shared amongst other team members.
Education
Bachelor of Science - Computer And Information Sciences
Metro Technical College
OmahaMBA - Business Administration And Management
University of North Carolina At Chapel Hill
Chapel Hill, NC02.2006
Skills
- Sarbanes Oxley Principles
- Training and mentoring
- Inter-department collaboration
- Problem Resolution
- Customer Relationship Management
- Team Leadership
- Strategic Planning
- Performance Evaluations
- Employee Coaching and Mentoring
- Budget Management
- Managing Operations and Efficiency
- Business Administration and Development
- Professional and Courteous
- Negotiation and Conflict Resolution
- Process Management & Improvement
- Project Management
- System Troubleshooting
- Root Cause Analysis
- Quality Control
- Software Design and Development
- Technical diagram generation
- Teamwork and Collaboration
- Critical and Analytical Thinking
- Data Analysis
- System Integration
- Workflow Development
Certification
- Counterintelligence Awareness and Security Brief
- Insider Threat Awareness
- Thwarting the Enemy
Timeline
PS CRM PowerSell Application Consultant IV
NCR Corporation
05.2022 - 03.2024
PS Project Manager III, Defense Commissary Agency
NCR Corporation
05.2019 - 05.2022
SW Engineer IV - Power Support Manager
NCR Corporation
09.2016 - 05.2019
L3 Technical Support Engineer
NCR Corporation
06.2013 - 09.2016
Bachelor of Science - Computer And Information Sciences
Metro Technical College
MBA - Business Administration And Management
University of North Carolina At Chapel Hill
- Counterintelligence Awareness and Security Brief
- Insider Threat Awareness
- Thwarting the Enemy
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