Pamela W. Mustain, PMP

Internet: acer2y@r.postjobfree.com

***** ******* ***** *****, ****** Hot Springs, CA 92240 / Phone: 773-***-****

Success in driving high performance, growth, and prudent fiscal management in Project, Program and Portfolio Management

ENTERPRISE WIDE PROGRAM MANAGER

Program Management - Information Technology Service Delivery - PMI / IBM Certified

I offer proven success in applying a hands-on, consultative approach to manage IT transformation and enterprise-

wide implementation projects and programs for Fortune 500 customers. I deliver business process improvements,

which meet short and long term business and financial goals for every company I have supported. My track record

includes successful results in implementation and delivery of IT products, both hardware and software, through

skilled use of best practices including ITIL, CoBIT, Six Sigma, ISO and SDLC. I also have expert level skills in

PM methodologies, such as PMBOK, SDLC, Agile and Waterfall which I applied to managing ERP transformation

projects, Application Development and Infrastructure Rollout, Upgrade or New Release projects. I possess global

resource management experience within the Retail, Financial Services, Voice and Data Telecommunications,

Insurance and Pharma industries. My major strengths are in delivering on-time and on-budget results for business

process improvements, transformation strategies, gap analyses, roadmaps, and governance, including SLA/SLO

and key performance indicator measurements, and C-level executive reporting using BI best practices. I have

extensive experience in utilizing MS Project and Workbench, as well as other software tools to manage project

metrics and reporting.

CAREER HIGHLIGHTS

•Senior Consultant responsible for delivering two $5M+, 12 month enterprise-wide transformation programs for Retail giant Walgreens,

on time and under budget, including linkages to supply chain and order processing ERP systems.

•6 month long assignment at Allstate Insurance to create an ITIL-based Enterprise-wide Release Management

process, in conjunction with a ServiceNow CMDB rollout, which linked to the Allstate ERP system.

•Defined, implemented & managed global PMOs to drive LaSalle Partners, Wolters Kluwer and

Discover/Morgan Stanley IT and business transformation, and managed a PeopleSoft ERP transition and rollout

project including a legacy infrastructure replacement.

• Drove $12M in annual cost takeout from $75M annual IT OpEx budget, without resource actions; drove

$22M in cost takeout over 3 year period, from the Capex budget on a $1B total revenue value outsourcing

contract for Discover card.

• Director of an on time/on budget 2 year, $7.9 million, 13,000+ seat voice and data network technology platform redesign and

replacement project, managing a team of 150 analysts and technicians.

PROFESSIONAL EXPERIENCE

NexusIS, Inc., Murrieta, CA June 2013 to Present

Program Director, for the Riverside County Converged Network Program, a 3 year, $20M program to convert the County’s current

voice, video, wireless and data IT infrastructure into a Converged Network, deploying a Cisco-based solution. This includes remediation

of 520+ county locations, approximately 25,000 workstations and telephones and the IT infrastructure to conform to new standards.

This program also includes replacement of voice mail, IVRs, and call center telephony . A wireless network will also be deployed to

designated county locations. I was retained by Nexus IS to “rescue” the troubled program, and to direct the design and implementation

of the various solutions which will incorporate these upgrades and changes.

Senior Consultant [Daugherty Business Solutions, Oakbrook, IL - TekSystems, Chicago, IL - APEX Systems, Chicago,

IL] July 2011 to June 2013

Senior Consultant, Walgreens, Inc. Northbrook and Lincolnshire, IL – 18 months

Senior Consultant responsible for completing two major Walgreens technology transformation projects: Enterprise Service Desk

Transformation and ScriptMed application re-platform program. Responsibilities included developing the transformation strategy for

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Pamela W. Mustain, PMP

Walgreens internal Service Desk support, building gap analyses and roadmaps for business process improvement, and directing the

planning and execution for updating and moving a 500 seat, 7x24 Service Desk facility. I managed an internal/external team of SMEs

for this year long project, who supplied applications and infrastructure for Walgreens Field Services, Performance Excellence, Enterprise

Service Desk, store technology labs, training and executive offices. ScriptMed re-platform program included working with Walgreen

Specialty Pharmacy business requirements, shared corporate infrastructure re-platform planning and build out, multiple environment set

up, testing, migration, UAT and training on both pre-prod and prod environments, integration with supply chain and order management.

Senior Project Manager, Allstate Technical Operations (ATO) for Allstate Insurance, Inc., Northbrook, IL – 6 months

Senior PM leading a Global internal and external resource team of Release and Change Management SMEs in multiple concurrent

projects to transform the Allstate IT Release and Change Management processes. Responsibilities included strategy and implementation

of the new ServiceNow ITIL-based IT service management and CMDB tool for IT Release and Change Management,

gap analyses and roadmaps for delivering business process improvement for both applications and infrastructure change management.

ServiceNow is on schedule for a 12/17/12 “go live”. Used Agile/SCRUM and SDLC methods to manage this 6 month project under the

Allstate PMO processes.

WOLTERS KLUWER N.A., Riverwoods, IL December 2007 to June 2011

Director, Information Technology

IT executive tasked to create a global strategy for Global IT infrastructure shared services management and business process

improvement. Centralized IT to a shared services model managing a $267M, 7 year IT outsourcing agreement for IT Service Delivery;,

created ITIL processes for governance, and managed 200+ resources to deliver a High Availability global infrastructure which

incorporated a major ERP migration to PeopleSoft. Accountable for an annual OpEx budget of $70M+, while delivering $12M in annual

cost takeout with no resource actions. Managed programs which replaced legacy infrastructure using IT governance best practices of

ITIL v3, COBIT, Six Sigma and LEAN, for network, client/server, storage, IT security, data center operations, end user computing,

messaging and collaborative tools. Also managed HIPAA, SOX, SAS70 and various federal regulatory audit compliance initiatives, as

well as creating a release management process for application development.

IBM (INTERNATIONAL BUSINESS MACHINES, INC.) Somers, NY January 1992 – December 2007

Executive Program Manager

Progressive, fast-track promotions of increasing responsibility and accountability, including:

• Program Manager/Delivery Project Executive - IBM executive team for the $1B TCV Morgan Stanley and Discover 7 year

outsourcing agreement. Developed business process improvements and strategy to deliver $22M in contract cost takeout over 3 years.

Gap analysis and roadmap for financial management of an annual OpEx budget of $70M+, on target for 2004, 2005 and 2006,

delivering the planned cost takeout. Program manager for delivery of ERP implementation projects.

• Executive Project Manager for world-wide PE Education programs. SME on technology implementation & rollout programs for

Target, Walmart, Elizabeth Arden and other retail industry clients. Created and implemented IBM Education strategy, gap analysis,

roadmaps, class content, class delivery and event planning to support Retail, Banking and Finance and Manufacturing industry

verticals.

• Deputy Project Executive for LaSalle Partners outsourcing contract, TCV of $60M. Delivered 20% additional revenue over base

contract per year. Designed, implemented & managed global PMO to drive IT Transformation and centralize IT infrastructure.

• Delivery Project Executive for $100M outsourcing engagement for the IBM – Ameritech joint alliance. Developed solutions for

engagements and proposals for integrated services, Desktop, Help Desk, Voice and Network services.

• Customer Service Manager for $100M multi-national banking customer, for Mainframe and Midrange, Application Development and

Maintenance, WAN/LAN, workstation management, Help Desk, Field Support, Voice and Network Services.

CONTINENTAL BANK, Chicago, IL May 1990 – Dec. 1991

Director, managing 150 analysts and technicians on a 2 year, $7.9 million 13,000 seat voice and data network telecom platform redesign

and replacement program of projects. Reduced budgeted project costs and 1st year operating expenses by $400K with additional $400K

reduction over 5 year contract life.

April 1989 - May 1990 Corporate

MOTOROLA CORPORATION, Schaumburg, IL

Telecommunications Manager for the Communications Sector, the largest division of Motorola, Inc. Responsible for creating telecom

strategy, implementing telecom platforms and performing the financial planning for telecom budgets for 75 US manufacturing locations

and executing Voice HW, SW, and Data LAN/WAN projects. Extensive training in Six Sigma principles and application.

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Pamela W. Mustain, PMP

Early career experiences included roles such as Corporate Telecommunications Analyst in Manufacturing for technology projects,

business analysis, WAN/LAN system design, procurement and technology, Sales Engineer for design and implementation of large

corporate voice and data telecom systems, Vice-president and co-owner of a business specializing in concrete construction services, and

pharmaceutical hospital sales and marketing roles for Baxter-Travenol, Inc., and Purdue Frederick, Inc..

EDUCATION/CERTIFICATIONS

NORTHWESTERN UNIVERSITY, EVANSTON, IL - Bachelor of Education Degree

MUNDELEIN COLLEGE, CHICAGO, IL - Adjunct Professor, Technology Project Management

PROJECT MANAGEMENT INSTITUTE (PMI) - PMP certification 12/1999 and IBM PM and Executive PM Certification

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