Douglas P. Unger

Benton, AR

acqt1t@r.postjobfree.com

479-***-**** mobile

BACKGROUND: 21 years, mainly as a consultant, in program and project management, operations, business analysis, writing and training. Use of waterfall, iterative and agile scrum methodologies. Strong background in recovering troubled projects. Broad IT background.

PROFESSIONAL EXPERIENCE

10/2014 – 6/2015

PMO Operations Manager at EY for Cognizant Technology Solutions (Little Rock, Arkansas / Alpharetta, Georgia)

Responsible for PMO operation at client engagement:

-Responsible for project leadership, process governance, resource management and mentoring and retention strategy.

-Responsible for resourcing metrics analysis and reporting across program.

Environment: .NET, SQL Server, Java, Mobile Applications, Scaled Agile, Team Foundation Server

03/2014 – 10/2014

PMO Solutions Architect/Project Manager: Vestcom (Little Rock, Arkansas)

- Responsible for implementing data, web and print solution projects for retail clients.

- Responsible for conducting proofs of concept for new products and services.

- Responsible for capturing best practices and metrics for PMO utilization.

Environment: SQL Server, .NET, Waterfall and Agile Methodologies, Microsoft Project

11/2013 – 12/2013

Program Implementation Manager: Express Scripts (St. Louis, Missouri)

- Short-term assignment: responsible for standing up the implementation manager role for the IT Planning group and within Rebates program.

- Responsible for SDLC phase gate readiness reviews across large program, including documentation quality and verification of traceability.

- Responsible for application controls analysis and stakeholder alignment, and for controls verification for all projects in the program.

- Responsible for testing and release compliance readiness and for release stakeholder alignment across impacted business areas.

- Received extensive training on Affordable Care Act, Medicare/Medicaid compliance and completed HIPAA certification.

Environment: Java, Waterfall and Agile Methodologies, Microsoft Project

12/2012 – 09/2013

Program/Project Manager: Charter Communications PMO (St. Louis, Missouri)

- Led IT projects that crossed multiple Charter business areas as a member of the Strategic Project Management Office.

- Managed project for firmware development, transportation and repurposing of 190,000 customer devices. Iterative methodology. Participating teams included engineering, security and supply chain. Budget was 2.9M with project team size of 15.

- Coordinated overlapping program work across related knowledge management projects, including identifying integration points.

- Managed project for selection/adoption of new knowledge management platform for call centers and for training and maintenance for it, including Salesforce integration. Participating IT teams included customer care, IT software development and IT architecture. Budget was 3.6M. Project team size of 22.

- Managed pilot project that provided calling to Mexico to California land line customers and for new web portal to test internet speed.

Environment: PMO-driven SDLC, Oracle, Java, Waterfall and Iterative Methodology, SharePoint, Microsoft Project, Clarity, Avaya

10/2010 – 09/2012

Program/Project Manager: Walmart Information Systems Division (Bentonville, Arkansas)

- Led IT program and projects in Agile/Scrum, Iterative and Waterfall SDLCs for Sam's Club Space Planning, Sourcing and Pricing.

- Led Sam’s Club Space Planning end-to-end IT program using Waterfall and Iterative methodologies. Participating teams included development, architecture, JDA vendor team and quality assurance. Program budget was 10M for two phases with average team size of 20.

- Led Brand Sourcing software development project, including supply chain of custody. Agile Scrum methodology. Participating teams included user experience, development, host database and quality assurance. Budget was 3.3M with team size of 14.

- Designed and developed print and video-based training for Customers for new software rollouts.

- Consulted to Retail Link demand analytics vendor for eLearning, knowledge management program design and Salesforce integration.

- Used Clarity PM system with Open Workbench for project tracking.

Environment: PMO-driven SDLC, .NET, SQL Server, Waterfall, Agile (Scrum Master) and Iterative Methodology, SharePoint, Open Workbench, Clarity, HPQC

01/2010 – 07/2010

Program/Project Manager: PING IT Department (Phoenix, Arizona)

- Worked in a dual program/project manager and analyst role for data compliance, EDI conversions and Teradata-based finished goods warehouse. Budget was 7M. My work was for the second phase, budgeted at 3M with a total team size of 15 people. For this project, we used Value Stream Mapping.

- Captured, managed (Agile methodology only) and tested implementation of business requirements for US goods warehouse and warehouse management system design.

- Managed program for customer conversions to EDI-based purchase orders, shipping notices and invoices.

- Coordinated global customer information privacy compliance program, including policy management and IT security.

- Implemented IT testing standards and Microsoft Foundation Server templates, managed SharePoint portal.

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- Supported IT systems for both the golf clubs assembly lines and the iron heads foundry/production plant in Phoenix. For production assembly, we re-tasked systems and installed or moved devices at particular stations in the production line. We captured the AS IS processes and identified and implemented manufacturing process changes for the TO BE state.

- Executed test cases.

Environment: .NET, Transactional Teradata, Agile Methodology (Scrum Master). SharePoint, Microsoft Project, Team Foundation Server, Logistics/Supply Chain

10/2008 – 01/2010

Program Knowledge Manager: SAGE SalesLogix Group, Republic Services (Scottsdale, Arizona)

- Managed SalesLogix IT Knowledge Program for call center analysts, including project management for SAGE SalesLogix North American migration to SAP CMS. Team size was 24.

- Administered SharePoint 2008 portal.

- Designed and coordinated information management program for commercial and residential business services as part of AS/400 system conversion. Team size was 5.

Environment: SAP, Agile Methodology (Scrum Master), SharePoint

08/2005 – 09/2008

Business Analyst and Information Developer (multiple clients: Des Moines, Iowa, Phoenix, Arizona, Chicago, Illinois, London, UK)

Interwoven Worksite Group

- Developed and edited Professional Services courseware for records management and custom search software.

- Trained customers and partners on custom search software in the U.S and the U.K.

- Developed supporting documentation and managed content in Worksite CMS.

- Worked with Salesforce CRM data migration to Worksite software.

Wells Fargo Services

- Identified requirements and developed technical documents and help system for collections application.

- Developed HP OpenView documentation for system administrators, operators and customers.

- Developed Capacity Planning and ClearCase documentation and SMS Patch Deployment guide.

- Developed Microsoft SharePoint document management schema and internal documentation.

- Executed test cases.

American Express

- Developed web-based and blended learning curriculum for corporate fundamentals training course (Flash, Captivate).

- Developed criterion-referenced test materials for Card Services curriculum (Flash, Dreamweaver).

Hypercom

- Developed and updated single-sourced documentation and training content for Hypercom hardware and software applications.

- Piloted new knowledge management system for internal and customer Web and CD-delivered content.

- Developed XML schema transformation documentation, procedures and Visio flows for data modelers.

Axway

- Developed configuration documentation for Insight inventory analytics software with Tomcat and Oracle 9i for UNIX.

- Documented inventory analytics knowledge transfers for future content development.

Bank of America

- Captured and diagrammed process flows for MBNA IT systems transition, including FISERV data feed.

- Wrote and edited technical documents, including Korn Shell development guidelines and internal HP-UX standards.

- Contributed to an intranet knowledge management strategy and organizational documentation guidelines.

- Developed presentations for data mart orientation and use of supporting tools.

- Developed MBNA Transition project documentation.

12/2004 – 08/2005

Project Manager: ITS Bank (Des Moines, Iowa)

- Project managed the development of an enterprise knowledge repository and CMS for IT and HR use.

- Designed enterprise knowledge management and single-source content and document management strategies.

- Documented Alpha Bank test project for financial products and services migrated to HP Non-stop platform.

- Contributed monthly articles for the four-time APEX award-winning Spotlight on Service magazine.

Environment: Java/Corba, Waterfall Methodology, Microsoft Project

02/2004 – 11/2004

Project Manager and Instructional Designer: UNITECH (Des Moines, Iowa)

- Managed eLearning courses design and build-out.

- Developed SCORM-compliant (v1.3) storyboard and graphic arts criteria for simulation-based U.S. Army eLearning courses.

- Created test cases and performed quality assurance testing on all deliverables.

- Interviewed military subject matter experts.

Environment: Flash, 3D Modeling, Military LMS, Waterfall Methodology, Microsoft Project

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03/2003 – 1/2004

Organizational Development and Gap Analyst: Dynamic Graphics and State Farm Insurance (Bloomington, Illinois)

- Mapped internal processes pertaining to the Liquid Library product line, including IT and logistics.

- Performed gap analysis, documented findings and made quality improvement recommendations.

- Developed knowledge management proposal and guidelines for intranet content and Oracle 11i training (HR and Accounting modules).

- Implemented Web-based CMS and LMS that worked with Lotus Notes.

- Developed CMM-based software reuse guide for n-tier architecture using .NET and WebSphere.

- Wrote curriculum and test plans for Function Points Analysis tool.

- Executed test cases.

04/2002 – 03/2003

Professor: Thammasat University, Saipanya School (Bangkok, Thailand)

- Developed English speaking, writing and informal logic curriculum for undergraduate university students.

- Taught university-level English (EFL), expressive writing, critical thinking and Internet research methods.

- Developed and taught English speaking and writing curriculums for grade levels 1 through 12.

11/2000 – 02/2002

Project Manager and Lead Instructional Designer: ASML (Veldhoven, Netherlands)

- Led TWINSCAN curriculum development for system installation, repair and maintenance courses, including photo-lithography equipment, Sun Solaris and Microsoft NT-based hardware interfaces.

- Designed TWINSCAN classroom and LMS-based product training program for photo-lithography system and maintenance engineers.

- Created skills development plan (lesson plans and training content) for staff curriculum writers.

- Created and edited site technical documentation for TWINSCAN field engineers in compliance with ISO 9001.

- Worked with a semi-conductor consortium to plan IT and training support for ‘dark fab’, where reticles and wafers are brought to and from the TWINSCAN on rail systems with Just-in-Time delivery.

Environment: Microsoft Windows NT, Sun Solaris, Waterfall Methodology

07/1998 – 11/2000

Project Manager: Honeywell IAC, PSE Group (Phoenix, Arizona)

- Led two-year project to create process control software document set for print and WBT delivery. We had switched from discrete analog cabling to the devices in production plants that used our equipment to digital devices that we could communicate directly with through Honeywell systems. The software my team supported continually polled the devices along the production line, such as boilers, and brought the actual temperature to near the set temperature. The system provided a tremendous cost savings to customers, especially across a large production facility with multiple high-temperature devices.

- Piloted Honeywell proprietary CMS/LMS for automation control software.

- Designed, developed and edited Information Mapped process control documents, training and on-line help (RoboHelp).

- Developed external partnerships (sales) for Honeywell Hi-Spec web educational and information services.

- Coordinated build-out and installation of server/PC and voice network.

Environment: Microsoft Windows NT, Honeywell Proprietary, HTML Transit, Microsoft Project

07/1997 – 07/1998

Deere & Company (Moline, Illinois)

Webmaster / Writer

- Developed standard operating procedures for database services, including Oracle and SNA gateways, Oracle 7/8 database monitoring and recovery, HP and IBM UNIX systems and hardware clusters and IMS systems for John Deere tractor factory in Waterloo, Iowa. The timing for both the production assembly line and ceiling rail system for Just-in-Time parts delivery at the Waterloo tractor factory were controlled by our IT systems in Moline, Illinois.

- Documented SAP R/3 implementation for OS/390, created intranet content for SAP project history.

- Developed and maintained database services intranet site for OS/390 and distributed services.

- Coordinated database services group IT issues tracking and reporting.

Environment: IBM Host, Deere Production Systems, Oracle, HP-UX, AIX, HTML/JavaScript/CGI, Essbase, Network Operations Center (NOC)

ADDITIONAL WORK EXPERIENCE, DETAILED

- Filmed and co-produced instructional video of guitar music theory for Wischmeier Productions of Phoenix in 2010.

- Created web portal for Doyle Art and Photography of Chicago in 2008.

- Developed Quality for IT Project Managers training course for Mindavation of Colorado in 2006.

- Reviewed and edited Java, WebSphere, Corba and MySAP curriculums for Pulse Learning (UK) in 2005.

- Created process maps and documented on-line tool requirements for Agricredit of Iowa in 2005.

- Created sales and marketing materials for Becker and Associates (real estate) of California in 2004.

- Wrote and coordinated SAP, mainframe and HP-UX and AIX distributed hardware and software operating procedures,

and managed intranet for John Deere Database Services in Illinois, 1997/1998.

- Coordinated and sold training programs and oversaw training facilities construction for CTGI of Illinois in 1997.

- Developed AS/400 RPG III/CL-based software for CASI of Illinois in 1996.

- Co-produced weekly public access television show for the Orion Connection in Peoria, Illinois in 1996.

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- Administered test, vocational and distance learning programs for U.S. Department of Justice in Illinois, 1995/1996.

- Developed non-traditional student publications for Western Illinois University in 1995.

- Wrote consumer articles for PC Novice magazine (Peed Publishing, Nebraska) in 1994.

- Developed business curriculum for Innovators International of Des Moines in 1994.

- Developed Authorware-based banking curriculum for Equity Consultants of Iowa in 1994.

- Taught SAT test prep workshops across the U.S. for Profiles of Iowa City in 1994.

- Developed Authorware graduate-level course manual and software and provided services support at Southern Illinois University in 1993.

- Provided PRIME UNIX hardware and lab support at Southern Illinois University, 1990 - 1991.

- Worked in retail sales and management prior to undergraduate degree, 1986-1989.

- Served in the Illinois National Guard as a transportation logistics specialist (shipping and supply chain), 1986 - 1992.

Officer Candidate School, 1987 - 1988.

EDUCATION

University of Arkansas at Fayetteville

Master of Science, 2016

Major: Operations Management

Southern Illinois University at Carbondale

Master of Science in Education, 1998

Major: Instructional Design

Minor Emphasis: Applied Linguistics

Southern Illinois University at Carbondale

Bachelor of Science, 1991

Major: Speech Communication

Minor Emphasis: Physical Science and Mathematics

ADDITIONAL PROFESSIONAL DEVELOPMENT

George Washington University

- Certification in Business Analysis (CBA), 2007

- Project Management (PMI-trained, PMP certification in 2015)

- Front-end Analysis / Gap Analysis (Harless Method)

- Information Mapping

- Microsoft MCSE for NT

- Worksite 8 (Certified System Engineer)

- Total Quality Management (TQM)

- ITILv3

- SalesLogix (CRM) Administration, v4 and v7.5

- Vivisimo SEO customization

- SCORM-based LMS development

- Six Sigma Green Belt-trained

- Video production and editing

IT SKILLS

MS Office Suite, Visio, Project, Windows, RoboHelp, Flash (timeline), FrameMaker, WebEx, SalesLogix, Salesforce, Remedy

SharePoint (administration), VMWare, Acrobat, Photoshop, PaintShop Pro, Dreamweaver, Fireworks, Captivate, Articulate, Authorware, Flare

UNIX 5 Admin, Red Hat Linux, JavaScript, VBScript, C++, RPG III/CL (AS/400), COBOL, DB2, MS-SQL, Oracle PL/SQL, XML/XSL, HTML, CAD, EDI, Apache Tomcat, Perforce, Team Foundation Server, Jira, Clarity, Open Workbench, HPQC, QA testing, ITIL

AFFILIATIONS

- Project Management Institute (PMI)

- International Institute of Business Analysis (IIBA)

- Society for Technical Communication (STC)

- International Society for Performance and Instruction (ISPI)

- Association for Educational Communications and Technology (AECT)

- American Society for Training and Development (ASTD)

- MENSA

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