SUMMARY

• Program/ Project Management Account Management Customer Service Change Management
• IT Applications IT Infrastructure IT Operations Software Data Centers
• Build Out PMO Office Development Reorganizations

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Responsible for teh Managed Services line of business and to manage all Non - House projects which included on-boarding new lines of business
• Responsible for managing Marketing Content Program and Pro Bono Program
• Assisted in building teh secondary group of project managers to manage all Managed Services and Non-House projects
• Worked within teh PMO to review, update and assist in writing teh processes and procedures for teh PMO and teh Managed Services and Non-House line of business

Confidential

TEMPPrincipal Consultant

Responsibilities:

• Business Operations Consultant for a Medical Clinic. Focusing on Operations including teh Accounts Receivable, Customer Services and Operational processes and procedures
• Business Operations Consultant for a startup Retail Business in Operations Management, Growth Enablement and Customer Services
• Consultant for an IT firm for Strategy and Growth Management, drive and develop Project Management process and drive Customer Service
• Business Operations Consultant for a start-up in San Francisco, focusing on Emerging Technology, improving business process, reducing operational inefficiencies and developing a comprehensive growth plan
• Owned from Start to Completion, Planned and Implemented business-critical projects for businesses as well as resourced, scoped and coordinated contracts and work efforts of external vendors and resources

Confidential

Program Manager

Responsibilities:

• Responsible for two towers of core business to restore and replace key components of infrastructure equipment to set-up and engage in decommission in old hardware
• Scoped, planned and reallocated teh program to align with teh new business strategy; communicated status of program to key stakeholders as well as developed, tracked and implemented controls to manage program and program risk
• Managed teh outsourced on-shore 3+ project managers, and off-shore 3+ project managers and 6+ architects and engineers’ teams, responsible for teh aspects of dis service to teh business
• “Face of IT” for teh U.S. west coast including Canada with primary responsibilities including on-site customer service and end user delivery of a user upgrade of Windows 10 project which included partnering with business, vendor and managing teams of third-party resources of up to 20 people.
• Developed, reported and helped to maintain reports for teh Program Manager and teh Enterprise User Services Group
• Liaison between Business and IT to ensure that all aspects of teh project were in sync at all phases up to and including close out

Confidential

Project Manager

Responsibilities:

• Program Manager of teh Application tower for teh strategic IT initiative to migrate datacenters for phase two of teh divestiture program working heavily with teh infrastructure and security teams. Teh program completed successfully with minimal disruption and downtime for teh business.
• Managed teh internal divestiture program, with an annual budget of $30M, for Global IT Business Applications and Infrastructure towers, included re-integration of all applications after divestiture including Oracle systems, Workday, and ServiceNow.
• Partnered with Product Development teams to deliver a ‘Corporate Application Solution’, with an annual projected revenue of $10M to develop IaaS and PaaS
• Drove teh initial IT Project Management Office setup process by providing tool evaluations, think tanks and feedback for entire department
• Delivered a new cloud-based infrastructure project for a mission critical, customer-facing application. dis highly resilient new platform handled a higher transactional volume capacity, which reduced customer wait-times and improved ticket resolution times
• Delivered a global telephony and call recording infrastructure project, with integration of new equipment and software into existing, managing teh overall install program at a total cost of $4M
• Implemented Marketing software with CSM software to help with teh Channel Marketing team
• Managed a data collection team for a cross-functional program in order to analyze teh use of applications. Implemented rationalization procedures and program initiatives to drive down overall costs to OpEx value by 10%
• Led teh Community of Practice in developing, advocating, and implementing teh Project Management Institute and teh Agile Methodologies throughout IT

Confidential

Capital Projects Program Manager

Responsibilities:

• Planned and implemented multi-tiered capital projects ($10M to $100M) that focused on teh strategic initiatives of teh company as well as revenue impacting projects. dis included areas of collaboration with internal business units, clients and build-outs for newly developed data center facilities.
• Developed and implemented a new strategic initiative to roll out internal IT software application that increased employee productivity by 20% across teh entire west coast presence of teh company as well as installed internal software for payroll and operations to improve growth of company
• Managed a multi-tier, highly visible, executive driven, strategic client partnership with a potential revenue increase of $150M
• Worked with teh Director of teh Project Management Office to implement teh Project Management Institute methodology of project management and develop documentation templates, policies and standardize procedures, training materials and user guides
• Delivered a strategic internal IT project to increase employee productivity and connectivity within teh internal office environment and teh external consulting environment.
• Delivered 4 revenue-producing transitional projects for a Managed Services line of business that increased profit margins by 10% annually
• Planned and executed build-out of a 90,000 square-foot office space for a ‘24/7/365’ location within deadline and under budget. dis held teh helpdesk, operations office and teh data center backup location.
• Assisted in consulting clients for customer service, operational review and implementations for Business Operations applications and procedures such as Workday, SAP and ADP

Confidential

Business Analyst/Project Manager

Responsibilities:

• Delivered 2 web infrastructure projects for mission critical, large volume, customer-facing property (3+ Million Members)
• Drove project to improve customer satisfaction with teh registration process resulting in 25% increase new registrations within teh first month of implementation and overall 200% increase within teh first six months
• Developed, advocated, and implemented tier-1 and tier-2 support systems including stakeholder notification processes that resulted in teh resolution of over 26,000 outstanding tickets within a 96% SLA, wrote user and training guides for systems
• Developed and ran daily operations for a growing IT consulting firm for medium-sized businesses which included upgrades to hardware and network to data centers; documentation, training and user manuals
• Head of Customer Services and led an initiative to increase customer satisfaction; Managed help desk, strategic vendor and client accounts that increased overall revenue
• Within teh first year managed a team of Help Desk and Customer Service Representatives, developed and staffed an Accounting Department, Human Resources outsourcing, Marketing and Sales Operations
• Provided updated recommendations, forecasts and business growth modeling to teh CEO and for external consultants