• Certified: PMP certification in 2005 and recertified in 2009
• Managed
in matrix organization: 3 years
• Implemented large complex CRM focused on not for profit sector
• Managed
5 person team
• Managed simultaneous projects: 3 – 7 active w/ 30 maintenance customers
• Updated
design study methodology reducing ambiguity and better defining scope
• Developed intranet to improve internal communications
and team spirit
Operations Management
• Director of Operations: 4 years
• Retaining
my project manager duties
• Developed new data conversion process to improve efficiency and streamline process
•
Documented processes used by project managers, developers and trainers.
• Developed project plan template used company
wide
• Wrote a Project Management Handbook
• Refined our ability to report on data from our time tracking
system
• Worked with business analysts to further improve design document formats
• Organized a business
analysts training
• Deputy to the COO for special projects
Program Management
•
Accepted accountability for project success while also managing 5 project managers
• Provided sample reports and
project templates
• Reviewed new projects with less experienced project managers
• Held regular project
review meetings
• Managed widely distributed team
• Managed resource time and budget
Technical
Product Support Direction
• Directed a technical product support group of 22 persons
• Restructured
team leveraging skills
• Boosted customer satisfaction rates from 82% to 94%
• Modified customer survey
approach increasing response rates from 33% to 59%
• Increased resolutions within SLA by 7% over a 6 month period
Offshore
Team Management
• Liaised business with offshore vendor
• Negotiated SOWs and contracts making
recommendations to the COO and CFO
• Analyzed costs vs. benefit of offshore relationship
• Promoted communication
between onshore and offshore teams to maintain quality
• Educated onshore team on management techniques
•
Arranged for and helped to develop training classes for the offshore team
• Implemented quality methodology of navigation
plans and test plans
Quality Team Management
• Started quality team focused on implementation
process
• Developed well-defined method of requirements and specification development
• Included navigation
and test plans to improve delivery quality
• Improved documentation and customer communication
• Improved
supportability of implementations
Performance Metrics Development
• Formed team to mine performance
metric information
• Developed metrics for billing, utilization and realization
• Developed performance
metrics for the technical customer support team
• Developed monthly dashboards for C-level and BOD
• Developed
team goals to aid line managers
• Predicted 6 mo. billings considering pipeline, backlog, and utilization
Partner
Program Management
• Started a certified partner program
• Improved quality and consistency of
partner work delivered
• Improved the quality of partnerships while reducing marginal relationships
• Consulted
with partners on use of web services integrations
• Facilitated meetings with technical staff as needed
Telecom
Experience
• Managing customer business analytics mart
• Managed 10 person team distributed between
3 US locals, India, and South America
• Developed new features and functionality as needed and defined
•
Facilitated meetings, scheduled resources, reviewed and approved requirements
• Performing database analysis for
data modeling of an upgrade marketing database
