PROFESSIONAL SUMMARY

• Offers extensive IT project management experience 11 years .
• Offers extensive leadership and management experience 30 years .
• Offers extensive coaching and mentoring experience in the workplace 30 years .
• Employs team building skills that include, motivating, counseling, training, planning and technical support.
• Applies sound management principles to improve service, increase productivity and reduce operating costs.
• Communicates effectively with both customers and coworkers at all levels.
• Highly proficient with all Microsoft Office products, including Microsoft Project, Access and Visio.
• Offers outstanding people skills.
• Able to hold highest level security clearance.

TECHNICAL EXPERIENCE

• Software/Databases: MS Office, MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook, MS Visio, MS Project
• Operating Systems: MS Windows
• Hardware/ Networking: Dell/OEM Desktops, Laptops, Dell multifunctional printers, AON Global WAN project for CSC, AON National Refresh project for CSC, AON LAN Cutover project for CSC, WAN, LAN, RFP's, MMC, SOP's, MDOT, MDHS, MSOS, MDOC, MiLottery, EDS, Dell Managed Services, HP, General Motors, Microsoft, United Airlines, ETS, Motorola, CSC
• Methodologies: Project Management, Program Management, Revenue Management, IT Project Management

PROFESSIONAL EXPERIENCE

Confidential

Customer Relationship/Project Manager

• Program manager of two major national accounts as a third party provider to Dell Managed Services.
• Burlington Northern Santa Fe Railroad, 200 non-campus locations and Honeywell Corporation, 300 non-campus locations.
• Directly responsible to Dell Managed Services Program management for providing world class service for all Dell/OEM desktops, laptops, desktop printers, IBM/Printronics line printers, software deskside support, and installations of Dell/OEM desktops, laptops, and Dell multifunctional printers
• Weekly/Monthly reporting requirements, 98 SLA attainment, revenue management and projections, maintaining profit margins, customer satisfaction, and many other responsibilities which will be provided upon request

Confidential

Project manager of three projects: AON Global WAN project for CSC, AON National Refresh project for CSC and AON LAN Cutover project for CSC.

• Duties included:
• Managing the provision of resources to perform the on-site WAN, LAN and Refresh work to over 400 AON offices and their affiliates throughout the United States
• Developing project plans, management, technical support, resource planning, process flows, training publications, account information materials, standard operating procedures, field service bulletins and scripting
• Provided daily deployment reports, monthly status reports and invoicing reports
• MDOT CADD Workstation Deployment o Actively participated in meetings to establish roles and responsibilities, review assumptions and requirements, schedule activities, and assign duties. o Managed the statewide deployment of over 500 desktops in 22 MDOT locations. o Developed the proof of service/site completion document for each deployed SOM MDOT asset.
• Served as DecisionOne central point of contact for all service delivery/deployment related activities and/or issues.
• Facilitated escalation of communications between DecisionOne, MDOT, and MDIT as needed o Provided daily electronic status reports to MDOT and MDIT, as mutually agreed, with respect to the deployment services being performed under the project.
• Managed and coordinated the installation deployment resources, scheduled deployment shifts, and prioritized and controlled installation resource's daily activities.
• Scaled and staffed adequate resources to meet timeframes for applicable Services selected by MDOT, and MDIT.
• Worked with MDOT, MDIT, and Dell representatives to resolve any deployment issues.
• Provided installation service level metrics reporting based on the agreed frequency.
• Used DecisionOne and SOM project management tools and methodologies.
• Employed a regular reporting mechanism to identify project tasks, next steps, and potential problems, and daily deployment results.
• Attended post deployment meetings to communicate completed site status.
• Made any changes associated with the project in compliance with the Change Management Process.
• MDHS Workstation Deployment
• Developed the proof of service/site completion document for each deployed SOM MDHS asset.
• Served as DecisionOne central point of contact for all service delivery/deployment related activities and/or issues.
• Managed the statewide deployment of over 7000 new desktops in all 83 counties.
• Scaled and staffed adequate resources to meet timeframes for applicable Services selected by MDHS, and MDIT.
• Worked with MDHS, MDIT, and Dell representatives to resolve any deployment issues.
• Employed a regular reporting mechanism to identify project tasks, next steps, and potential problems, and daily deployment results.
• Attended weekly meetings to communicate completed site status.
• Made any changes associated with the project in compliance with the Change Management Process.

Technologies: AON Global WAN project for CSC, AON National Refresh project for CSC and AON LAN Cutover project for CSC, WAN, LAN

Confidential

• Crafting project plans, implementation plans, action plans, and transition plans
• Managing whole projects from inception to steady state and beyond
• Developing and/or implementing Statements of Work or Letters of Intent
• Responding to RFP's and negotiating contracts
• Developing process flows, training publications, account information materials, standard operating procedures, field service bulletins, and power point presentations
• Creating flows, publications, information, SOP's, bulletins, and presentations available via hardcopy, email, and the web
• Directed monthly maintenance MMC and per-incident PI activities for systems ranging from mainframe to midrange to desktop, effectively resolving any and all customer escalations, issues, and concerns
• Teamed with operations vice presidents and senior corporate account executives to pursue new business opportunities
• Conducted high level class room and web based training sessions, meetings, performance presentations, business reviews, and executive summaries to field service personnel, executive vice presidents, chief information officers, chief operational officers and chief executive officers

Technologies: RFP's, MMC, SOP's

Confidential

Customer Service/ Project Manager

• Managed a total of 24 Customer Service Engineers, Variable Workforce Engineers, and Sub-Contractors responsible for servicing a large and diverse install base throughout Michigan, and Northern Indiana.
• Provided outstanding service delivery to major accounts including the State of Michigan MDIT, MDOT, MDHS, MSOS, MDOC, MiLottery, EDS, Dell Managed Services, HP, General Motors, Microsoft, United Airlines, ETS, Motorola, CSC and others.
• Maintained consistently high service levels SLA's and outstanding customer satisfaction ratings, earning company impact awards and customer certificates of appreciation.
• Work/territory assignments
• Capturing and reporting productivity
• Evaluating performance, completing annual written appraisals
• Providing training
• Coaching, mentoring and counseling
• Administrating discipline, developing performance improvement plans, promotions, hiring and firing
• Effectively resolve customer escalations and concerns in a timely and professional manner

Technologies: MDOT, MDHS, MSOS, MDOC, MiLottery, EDS, Dell Managed Services, HP, General Motors, Microsoft, United Airlines, ETS, Motorola, CSC