KEVIN L. BARNES

Home: 303-***-****

**** *. ***** *****

Westminster, Colorado 80023 acd0b7@r.postjobfree.com

Professional Objective:

Senior or mid-level level manager in a services environment, for an organization desiring a high energy professional with

significant experience in:

Customer Centric Management Project Design and Call Center Management

Management

Service Process and Best Service Delivery Vendor Management

Practice Management

Proactive Product and Sales ISO 9000 Quality Training Design and

Teaming Delivery

Significant Accomplishments:

- 10 years experience in the management of large and complex IT Projects, focus areas included; Hosted Applications,

SAAS, CRM, Medical Applications / systems, Clinical Trial, IT Operations, Customer Support and IVR Systems.

Responsibilities included documentation creation, training, reporting, presentations, Sales assistance.

- 15 years experience managing service delivery organizations. Delivery of Technical, Software, Application and

Professional Services. Management of all day to day activities, Manage client relationships, Issue management and

mitigation, and Providing regular management status reporting. Strong Sales Teaming and Team Leadership skills.

- Design and Deployment of a 5,000 user system for CRM, Call Centers, Logistics and Finance.

- Strict adherence and enforcement of ISO Quality processes, FDA regulations, ITIL, PMBOK as well as experience in

the design in internal policies and processes.

- Provide leadership, direction and development to project team members to ensure their ability to work independently.

- Drive and facilitate productive meetings, Scrum sessions, set expectations for all individuals, and requiring regular

updates.

- Project documentation and training creation / delivery to meet customer knowledge requirements.

- Management of multiple vendors for both development as well as outsourced strategic relationship while ensuring

adherence to committed deliverables and services.

- Presentation of project status, key milestones, budget and success measure to Senior Management and their staff.

- Experienced in Enterprise operations, Data center, SAN, True Five Nines uptime, CMDB, High Availability processes

and services.

Professional Experience:

SCL / Exempla (through Kforce), Lakewood, Colorado December 2013 to February 18 2014

Project Manager

(Contract) Project Manager for the development and of the SCL Meaningful Use project for all hospitals and clinics.

Responsibilities include project planning, management communications, performance monitoring and reporting, budget

tracking, resource analysis, risk management / mitigation and escalation management.

Kaiser Permanente (through Apex Systems), Aurora, Colorado May 2013 to November 2013

Senior Project Manager, KP HealthConnect

(6 Month Contract) Manage the implementation, monitoring and process improvement for the Kaiser Permanente

Meaningful Use and Healthcare Reform projects in the Colorado Region. Responsibilities include project planning,

executive and end-user communications, performance monitoring and reporting, budget tracking, resource analysis, risk

management / mitigation and escalation management.

Trizetto Corp. (through Tek Systems), Denver, Colorado January 2013 to April 2013

Project Manager

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(Contract) Responsible for the deployment and management of a Payer Provider medical application system. This

position requires a strong balance of customer management skills, negotiation and team management. The successful

implementation required addressing all facets of the medical application product; product configuration, business analysis,

documentation, training, etc. The Software required specific requirements definition and customization with the

customer. The project included for specific unit level and system testing, followed by UAT and final User approval before

“Go Live” and customer acceptance.

IBM Corporation (through CDI Corp.), Boulder, Colorado October 2012 to January 2013

Senior IT Project Manager

(Contract) Responsible for the management and guidance of hardware assets (primarily SAN and other network attached

storage) and technology refresh for large strategic accounts. Working closely with both Business Development teams and

customer key management and technical specialists to identify, plan and upgrade production systems and applications.

Kaiser Permanente Colorado, Aurora, Colorado May 2011 to April 2012

Senior Project Manager, KP HealthConnect

(12 month contract) Manage and implement a large-scope and complex project for the conversion to the new ICD-10

diagnostic codes. The project impacted a large portion of the Kaiser business operations as well as clinical process. As

Project Manager I developed the project plans, deliverables and key milestones using MS Project. I contributed to the

Project Team efficiency and productivity by identification of project risks and designed plans to mitigate the barriers. I

was primary contact for multiple Operations Managers in the Region as well as National team.

NewsGator Technologies, Denver, Colorado February 2011 to April 2011

Senior Project Manager, Implementation Services

(3 month contract) Managed the implementation of a hosted and on-premises solution for enterprise Social Networking

and data sharing, built on Microsoft SharePoint 2010. Responsible for both pilot tests projects as well as full

implementations projects. Activities included the project creation, tracking, product customization, deployment planning

with the client management team. Management of matrix resources to deliver the project on schedule and under budget.

Reed Group Ltd. Westminster, Colorado January 2010 to June 2010

Project Delivery Manager, Global Implementation Services

(Layoff) Managed the project for implementation of a SAAS hosted solution for tracking of employee medical leaves.

Responsibilities included all aspects of the project scope, Product configuration, budget and schedule. Regular meetings

with the client management team to report progress against plan, completed tasks, project constraints and

recommendations to mitigate. Project was on schedule, expenses were 32% below plan.

nSpire Health, Longmont, Colorado May 2008 to December 2009

Sr. Project Manager, Global Clinical Services

(Layoff) Managed the global implementation of the nSpire Respiratory Clinical Trial Services and Systems, including the

new wireless mobile unit. Responsible for all planning, product configuration, customer management, communications,

reporting and escalation of issues. Pre-analysis included database schema and mapping analysis. Managed three major

client implementations including 418 sites, with multiple systems per site. Deliverables included installation, training,

documentation, and support for clinicians during the drug protocol testing.

TeleTech Corporation, Englewood, Colorado August 2007 to May 2008

Sr. Project Manager, Global IT Services

Managed the global implementation project for a hosted software solution product for a large government agency. Project

responsibilities included the day to day management of the customer services (across multiple continents), project tasks,

project resources. Configuration, management and recordings for the IVR for seven countries, Creation of reports, design

of first KPI for the Project, Presentation of project status to both client and internal management. Improved availability

service levels by 18% by improved vendor management and redesign of the Internal Change Control process. Improved

project margin contribution by 7%. Assisted in the implementation of CMDB.

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COPAN Systems, Longmont, Colorado April 2006 to December 2006

Sr. Director, Global Customer Services

Responsible for the design and implementation of Service Operations for the COPAN IT data center storage product. This

required process development, establishing Service Levels with the Product and Sales teams (direct and indirect),

stringent management of Service Partners, and proactive management of customer issues.

• Transitioned an outsourced Call Center back to a direct call center on time and under budget, including all

systems, applications and process.

• Established additional service delivery partnerships to increase coverage and reduce department expenses by

18%.

• Implemented a CRM tool for both Call center as well as Logistics and Professional Services.

GDXdata - Services and Operations Management August 2005 to April 2006

Responsible for all customer facing operations including; New opportunity pricing, production scheduling, managed all

support and product staff. Implemented new processes and systems to support operations, customers and production.

Eastman Kodak, Rochester, New York July 2004 to July 2005

Director, Storage Services, Partner Operations / Strategic Accounts

Managed the development and operations of strategic Service Partnerships and vendor performance. Responsible for the

service operations business management of existing business relationships, and the identification of new opportunities.

LeftHand Networks, Boulder, Colorado October 2001 to March 2004

Director Service Operations

Managed all operations, services, vendor partnerships and business infrastructure for the Lefthand services delivery

organization. I was tasked with multiple formal projects including: Implementation of a new Inside Sales organization.

Implementation of a new Customer Support Center including; Customer Training, Support, Processes for Tracking and

Escalation. Designed and implemented a project to implement a Product Life Cycle Management program addressing

the product, testing, quality, deployment, support, change management and end of life. All projects required Project

Plans, schedule, budget adherence, and involvement with outside vendors.

StorageTek Corporation, Louisville, Colorado June 1999 to October 2001

Director, Global Services

Manufacturer of large data center mainframe and storage products. My position was r esponsible for the performance of

the entire Services product portfolio.

Managed revenues in excess of $60 million, at a 38+% margin. Implemented aggressive projects to reverse falling profit

margins (6% margin improvement in the last year). Responsible for all vendor, OEM product and services relationships

for StorageTek product, clients included; Hewlett-Packard, Sun Microsystems, NCR. In this position I was the

representative for the corporate PMO office, and the corporate Quality Task Force. I implemented multiple corporate level

projects including: Design and implementation of a project to implement extended services for non-StorageTek products.

A Project to resolve or retire aging or failing products (products with a negative post sale margin contribution).

Amdahl Corporation, Denver, Colorado January 1996 to June 1999

Regional Project Manager, Professional Services

Provided product and data center services for a Manufacturer of computer hardware and software.

• Responded to all Statement of Work requests for project sizing and scoping.

• Managed a team of full time implementation and project delivery consultants, as well as individuals from

the shared “resource pool” to fulfill the project deliverables.

• As the manager, I was also responsible for delivering project billable hours, and to be the first point of

contact for requests for project scoping and assessment.

• Accountable for the project design and implementation on schedule and under budget with the region.

• Responsible for a full time team as well as individuals from the “resource pool” to engage and fulfill the

project deliverables.

Astea International January 1995 to January 1996

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Regional Project Delivery Manager, Professional Services

Manufacturer of a turnkey software solution for management of CRM, Inventory, Finance, Billing, Services

• Responsible for teaming with sales and the customer to scope, design and delivery all product deployment

projects.

• Managed a team of direct and matrixed resources to deliver effective and cost efficient implementation.

• Accountable for Team billing hours as well as personal project management.

• Deliverables included training, documentation and rollout of the product to multiple locations.

• Largest implementation was a national Telco that started at 5,000 users, team of 6+ project specialists, and

14 personnel on the customer team.

Computer Skills:

Excellent skills in all MS Office applications including; MS Project, Excel, Word and Power Point.

Knowledge of multiple computer operating systems. Working knowledge of applications; Daptive, SalesForce,

Remedy, other CRM tools.

Up to date on IT best practices and technologies.

Education:

• Control Data Institute, Lakewood, Ohio

• Kent State University, Kent, Ohio

• ITIL Foundation, ISO 9000 Quality, Six Sigma, Strategic Selling, Presentation, Employment Law, Personnel

Management, etc

Associations:

CTEK Advisory Board, Boulder, Colorado Past Member - Control Data Advisory Board

Guest Speaker, ITT Technical Institute Association of Field Service Managers

Active in Fundraising for charities including;

Craig Hospital, BalSwan Children’s Center,

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