1. ROBERT F. NALEPA
44539 W. Rhinestone Rd.
Maricopa, Az 85139
(480) 406-9164(mobile)
E-mail: bob1070@yahoo.com
SUMMARY OF QUALIFICATIONS
Energetic and highly adaptable ERP Technical Solutions Provider with a reputation for achieving goals using
innovative training skills, exceptional problem solving abilities, and more than 15 plus years of experience as a
Consultant, Training Manager, Technical Trainer and Project Manager in large scale ERP platforms and software
rollouts.
SKILLS
• Excellent project management skills
• Sound management/admin skills with over 10 years experience
• 10 years of training experience
• Thorough knowledge of MS Office (MS Word, Excel, Powerpoint, Access, Outlook, Project, Visio)
• Experienced in HEAT ticketing system and FrontRange ITSM
WORK EXPERIENCE
Service Delivery Manager(Oct 10 – Present) OneNeck IT Solutions Scottsdale, Az
• Responsible for managing the integrity of customers' ERP environments during day to day operations based on
Service Level Agreements as well as understand our customer’s IT structure and how this affects their overall
business plan
• Provide Service-level management for monitoring, review and improvements of the levels of IT services specified
in the Service-level agreements (SLAs)
• Ensure the Security, Capacity planning, Incident and Change Management expectations are adhered to and within
the framework of the Quality of Service (QOS) guidelines
• Manage overall client relations to include: contract negotiations, problem solving, ticket management, change
control, SLA breaches, incident management/recurrence control and billing
• Communicate with high level customer contacts - CEO, COO, Department Head on a daily basis
• ERP Project management of Oracle EBS, Dynamics AX, Baan, JD Edwards
• Manage cloud solution design and delivery
• Recognize and advise customers on IT direction as well as Capacity Planning
• Provide comprehensive project management to define the strategies, scope, planning, budgeting, schedules,
execution and documentation of defined solutions.
• Facilitates workforce planning to ensure Quality of Services(QOS) delivery and effective support of the operational
policies and procedures
• Manage monthly QOS reporting to include incident management, recurrence control activity, change control, disk
allocation/forecasting, backup management and SLA results
Support Center Supervisor(Aug 05 – Oct 10) OneNeck IT Solutions Scottsdale, Az
• Monitor and manage daily activities to ensure completeness of work, update reports on these activities
• Write new and update existing processes and procedures
• Adjust staffing schedules as needed. Make recommendations to manager for adjustments in staffing levels
• Analyze team processes for efficiency and make changes to improve responsiveness and service levels to
our customers

2. • Assist in providing reporting on performance to management and clients
• Support customer transition and service deployment to ensure that the team is equipped to support new
customers/services
• Ensure customer expectations from the end-user up to the CEO are met and SLA’s are adhered to
Project Manager/Lead installer(Contract) Ajilon Consulting Phoenix, Az
• Responsible for upgrading POS and Backoffice computer systems for a major convenience store chain. Duties
include installing new server, backoffice PC and NCR POS systems; Training personnel on use of equipment and
troubleshooting issues after installation
• Coordinated deployments and resource allocation
• Acted as liaison between client and contracting team
Government Instructor(Contract) Galaxy Scientific Corporation Warminster, Pa
• Responsible for training TSA screeners on alarm resolution through a comprehensive 6 day course
• Responsible for updating and maintaining course curriculum
• Supervised instructors onsite to ensure appropriate delivery of curriculum and student documentation was
completed
Training Integration Specialist(Contract) Advanced Interactive Systems Renton, Wa
• Responsible for the overall planning and integration with the Transportation Security Administration (TSA) of the
OJT training that takes place at each airport
• Managed a team of 20-70 Instructors. Ensuring travel, accommodations, student documentation, training and
scheduling is co-ordinated at each airport
• Responsible for co-ordinating with each airports Federal Security Director and his/her management team to co-
ordinate scheduling and training for their employees
• Responsible for updating training curriculum
• Responsible for certifying TSA employees using a 60 hour OJT training program
• Performed corrective counselling and performance reviews to correct professional and personal deficiencies
Sr. Support Analyst (Contract) Trax Software & Consulting Scottsdale, Az
• As Sr. Support Analyst, I was responsible for installing and configuring Trax POS integration software. The
integration requires accessing various POS systems via FTP, Network access and/or Dial up modem. A typical
installation would require installing and configuring MS SQL Server and Trax software, testing data import and
validation of imported data
• Responsible for planning and implementing installation project plans
• Responsible for testing new software and creating/updating technical manuals
• Conduct onsite training of software application and MS SQL Server
• Conduct Desktop Phone Support for pre and post onsite visits
Installer/Trainer Snap Systems, Inc. Phoenix, Az
• As an Installer/Trainer, I was responsible for installing and training food service personnel on POS hardware and
software. Effectively integrated POS Hardware/Software into their current LAN/WAN networks and provide on-
site start up support to ensure an effective integration

3. • Responsible for planning and implementing a project plan from start to finish of onsite visit.
• Responsible for updating technical manuals and overseeing training guidelines
• Creation of class materials to include: workbooks, instructional guidelines, agendas, and power-point presentations
• Creation and updating of MS Access databases utilizing MS SQL
• Conduct Desktop Phone Support for current client-base
• Acted as onsite lead to ensure proper software install and training to customer
• Performed corrective counselling and performance reviews to correct professional and personal deficiencies
Technical Trainer(Contract) IBM/OSCO Drug Stores
Phoenix, Az
Research Analyst, Year 2000 project (Contract) Allied Signal
Cryptologic Technician Collection (CTR) United States Navy
EDUCATION/CERTIFICATIONS
CompTIA A+ Certified PC Technician
Creative Training Techniques seminar – Authorized MCT Train-the-Trainer course.
MS SQL Server – 40 hour class at Mindworks in Scottsdale, Az.
Al Collins Graphic Design School Tempe, AZ
Personal Computer/Network Technology courses
University of Phoenix Phoenix, AZ
Bachelors of Science in Information Technology
Graduated April 2007