Project Manager Resume Profile
CAREER PROFILE
A customer facing PMP certified Program/Project Manager, Service Delivery Manager SDM , Service Account Manager SAM with 6 years leading, implementing, and participating in a variety of U.S./Global/Federal projects that include: project implementation, hardware/software deployment/installation, change management, strategic, organizational, agile software development, and infrastructure technical projects. Projects were focused on, but not only isolated to, IT infrastructure project management, server consolidation, Service Level Agreement SLA planning, professional services, pre/post sales customer support, OPEX reduction, process improvement, lifecycle planning, application development, database integration, and service delivery management within global enterprise and federal environments.
Key Accomplishments Awards
- Managed Service to the Organization on the Return on Investment ROI Development BPI Project
- Managed successful global ISO recertification audits for the Americas Business Unit
- Managed successful global ISO recertification audits for the European Middle East Africa Business Unit
- Managed payment processing and tokenization SAP project in China for Global client
Experience
Confidential
Project Manager II Contractor / Consultant Present
- Manage team leads and employees on the project/assignment, and responsible for the overall direction, coordination, and evaluation of these employees. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees planning, assigning, and directing work appraising performance addressing complaints and resolving problems.
- Specific responsibilities include assisting with the planning of and tracking procurements monitoring vendor related objectives scope management monitoring and controlling team tasks communicating at the operational, tactical, and strategic level facilitating team meetings negotiating outcomes monitoring the installation of hardware and technical equipment reviewing solution design documents reviewing wiring diagrams and managing project plans.
Confidential
Service Account Manager SAM
Within the role of a customer advocate and consultant the position requires the SAM to act as the single point of accountability for pre/post sales services. Broadly, the SAM collaborates with: EMC internal technical experts, scheduling, logistics, and dispatching units, EMC/customer remote and field operational management, and EMC/customer engineers to manage designated warranty related SLO/Metrics, on-site hardware/software infrastructure installation/deployment/change-release/break-fix projects, and manage overall service delivery to Rackspace. The SAM also works closely with the account team, remote and field service engineers, warranty and contracting, logistics, and internal data management teams on all pre/post account management needs. Track changes maintain awareness of all service related matters including technical solutions, present regular activity reports to customers, and coordinate general technical support across an annual average purchase trend of 60 million, 3 operation centers, 12 major data centers, and 2000 serial numbers.
Confidential
Project Manager II Contractor / Consultant
- Manage team leads and employees on the project/assignment, and responsible for the overall direction, coordination, and evaluation of these employees. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees planning, assigning, and directing work appraising performance addressing complaints and resolving problems.
- Specific responsibilities include assisting with the planning of and tracking procurements monitoring vendor related objectives scope management monitoring and controlling team tasks communicating at the operational, tactical, and strategic level facilitating team meetings negotiating outcomes monitoring the installation of hardware and technical equipment reviewing solution design documents reviewing wiring diagrams and managing project plans.
Technology Navigators
Confidential
- Manage the delivery of billable consulting services for engagements, technical service relationship, and projects. Responsibilities included: managing the full life cycle of highly complex and high risk projects, requirements gathering, participating in RFP development, facilitating solution design, development of an agile project implementation plan that articulates the delivery of the designed solution, system analysis, UAT, and customer service turnover. Work with technical staff to analyze the impact of planned changes, coordinate communication among stakeholders, test and track changes, and coordinate general technical support. Ensures implementation of project/program activities is coordinated with partner resources. Develop and manage project budgets between 100k and 785K. Act as primary interface to the customer, vendor and all personnel associated with the engagement. Lead the solution development team during engagement. Work independently or with general direction from executive leadership. Some of my key projects include:
- Confidential Design and Delivery Confidential Managed mobility supply chain project that improved inventory management system between Oracle People Soft and hand customized FMS mobility management solution that integrated FMS middleware database and customized end user interface application within an Agile PM framework. Managed and controlled budget of 250K. DOE related client . Primary skills used: Project management, business analysis, process improvement, budget management, iterative software build and release management.
- Confidential Design and Delivery Confidential Managed multi-vendor process oriented project that developed and delivered an RFID Asset tracking process that integrated with NEAT Asset Tracking software, hand FMS Mobility management implementation, and Maximo7 backend data base within an Agile PM framework. Managed and controlled budget of 175K. DOD related client Primary skills used: Project management, budget management, iterative software build and release management.
- Confidential Managed the development of web services, technical, and SAP solutions consulting to Lenovo in the planning, installation/configuration, testing, and go-live phases of integrating Paymetric's XiSecure On-Demand across the entire Lenovo landscape. Managed and controlled budget of 785K. International related client Primary skills used: Project management and budget management.
Confidential
Senior Program/Project Manager
- Lead and facilitate global projects, within a global project management PMO, to reduce OPEX, improve business processes, increase revenue, and improve customer experience CE and Net Performance Score NPS . Initiate, plan, execute, monitor - control, and close global projects with interaction across global organizations and functional business units. Some of my key projects include:
- Managed global quality management process improvement implementation project that included 9 regions in APJ, EMEA, and ABU. This resulted in a consolidated methodology and process improvements of quality escalations and closed loop corrective actions to expedite global quality management.
- Facilitated strategic project that analyzed the business development opportunities, core deliverables, front line leadership, funding, roles responsibilities, and internal stakeholders against the global baselines. This resulted in an improved organizational model to align with cost and revenue objectives over the next four quarters.
- Facilitated strategic feasibility project to analyze the Top 200 customers in excess of 50 million annual revenue purchases across all HW and Service Towers which would position a Global Service Lead into the account and align with account strategy. This resulted in a realignment strategy that reduced overlapping roles responsibilities during a corporate merger acquisition.
- Developed business case and managed project, utilizing Six Sigma methodology, to implement global Project Management Office PMO framework and business processes for operational and strategic project related objectives utilizing Microsoft SharePoint Project Management Information System PMIS methodology. This improved the global tracking of projects in the Americas, Europe, and Asia regions. The value impact resulted in an estimated rough order of magnitude cost avoidance and savings of 800,000 over a 3 year period if utilized.
Confidential
Service Delivery Manager
- Manage interoperability and integration projects and act as the single point of accountability for Federal pre/post sales services within the United States and outside the continent of the United States OCONUS . Collaborate with Dell internal technical experts, Dell/customer operational management, and Dell/customer engineers to manage designated warranty related SLA/Metrics, on-site hardware/software infrastructure installation/deployment/change-release projects, communication and service delivery. Work with technical staff to analyze the impact of planned changes, coordinate communication among all stakeholders, test and track changes, maintain awareness of all service related matters including technical solutions, present regular activity reports to customers, and coordinate general technical support. Within this role some of my key projects include:
- Developed business case and implementation project that built financial ROI-CBA valuation models and course outline for global service delivery managers. This enabled a baseline method to track, trend project values based upon account based objectives, and an internal estimated savings average 500,000 based upon rough order of magnitude estimation and 1.7M win in new opportunities over a 3 year period.
- Conducted first ever Air Force for the Tanker Airlift Command preliminary ITILv3 assessment utilizing cost reduction calculations by improving critical impact areas within incident, problem, and change management processes
- Managed collaborative project to reduce Common Access Card CAC incidents. This resulted in a streamlined global notification process between card manufacturers, chip engineers, Dell engineers. This resulted in an improved collaborative relationship and a 40 decrease in time to resolve.
- Confidential- As the first remote on-site Technical Account Manager TAM for the EDS/NMCI program, one of Dell's top five accounts, with an account value of 100 Million annual revenue and 20,000 service tags/products. Oversaw the service delivery and management of installations, warranty management, change-release, and break/fix infrastructure enterprise level projects while collaborating with EDS and other vendors. Implemented new policies and procedures that resulted in a 75 reduction in customer escalation calls which ensured future customer investment in products and services.