Summary
Overview
Work History
Education
Skills
Timeline
Generic

Teneil Ragland

High Point,NC

Summary

Dedicated client support management professional with natural talent for leading and motivating people in a dynamic, fast-paced environment. Hardworking and focused on going above and beyond to support team and serve customers. Reliable team member accustomed to taking on challenging tasks.

Overview

21
21
years of professional experience

Work History

Senior Manager, Technology Client Support

GXO Logistics
03.2021 - Current
  • Oversee management of IT Support for 120+ supply chain warehouses, representing 80+ clients using 10+ warehouse management systems.
  • Boosted team member productivity by streamlining processes, implementing best practices and instituting motivational approaches.
  • Established team priorities, maintained schedules and monitored performance.
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Manager/Lead Analyst, Technology Client Support

XPO Logistics
02.2013 - 03.2021
  • Monitor performance of team members and service management indicators to ensure service levels are being met
  • Facilitate weekly client meetings to discuss status updates and prioritize open actions and issues
  • Analyze client requirements, determine fit and customizations, develop proposals and supporting data for cost estimates, and present XPO's Supply Chain capabilities and solutions to clients
  • Develop detailed functional specifications for system enhancements and defect corrections
  • Support system implementations and upgrades by developing implementation plans, configuring systems, performing integrated quality assurance testing, conducting end users training, providing end user documentation
  • Provide post-implementation and ongoing support
  • Write custom reports to support XPO Supply Chain site operations and client business needs.

Business Systems Analyst

Honda Aero, Inc.
06.2012 - 01.2013
  • Partnered with end users to document business requirements, conducted process analysis and drafted conceptual design documents
  • Created functional specifications needed to implement solutions and meet business needs
  • Performed data mapping, created end-user documentation as well as assisted users in completing user acceptance testing
  • Supported IFS ERP system and other related systems
  • Analyzed problems and developed solutions to prevent existing/future problems
  • Communicated with vendors as needed to implement system modifications
  • Assessed impact of ERP software updates/patches and provided proposals for applying them effectively
  • Provided orientation and training to end users for all new and modified systems.

Senior Systems Analyst

Newell Rubbermaid
05.2003 - 06.2012
  • Supported senior developers with ongoing development of Levolor.com, Kirsch.com, Amerock.com and various eCommerce sites
  • Lead team strategy discussions regarding problem solving ideas for platform and usability issues
  • Served as liaison between outside vendors and company for contracted services
  • Mentored team technical leads to cultivate best practices for system programming and development
  • Administered ETL processes monitoring sales order integration points
  • Maintained APIs between online systems, legacy systems and customer systems for exchanging product data
  • Maintained company applications portal which included tracking vacation request, employee development plans, and various company workflows
  • Migrated company intranet to SharePoint platform
  • Designed and maintained Décor GBU intranet sites
  • Programmed, tested and implemented product data changes for legacy systems, consumer-facing retail systems and eCommerce systems.

Education

MBA - Information Technology

University of Dallas
Irving, TX
04.2003

Bachelor of Science - Computer Information Systems

DeVry University
Irving, TX
10.1999

Skills

  • Client relationship-building
  • Business relationship management
  • Project management
  • Supply chain warehouse management
  • Effective communication
  • Team Leadership
  • Time Management
  • SQL, XML, HTML, EDI

Timeline

Senior Manager, Technology Client Support

GXO Logistics
03.2021 - Current

Manager/Lead Analyst, Technology Client Support

XPO Logistics
02.2013 - 03.2021

Business Systems Analyst

Honda Aero, Inc.
06.2012 - 01.2013

Senior Systems Analyst

Newell Rubbermaid
05.2003 - 06.2012

MBA - Information Technology

University of Dallas

Bachelor of Science - Computer Information Systems

DeVry University
Teneil Ragland