Information Officer Project Specialist
Resume:
Patrick L. Hole
Columbus, OH ***31
Email: admxkb@r.postjobfree.com
Professional Summary
Over thirty years of comprehensive management responsibilities in the operations, customer service and projects fields for an online service organization and state government.
15 years of Project Management experience from inception to completion.
14 years as Manager of the Project Management Team, supervising two to three Project Specialists
25 years’ experience with Microsoft Office: Word, Visio, Project PowerPoint, Excel, Access
15 years of managing multiple projects simultaneously, delivering on time and meeting or exceeding expectations
15 years of business analysis
18 years of being the Subject Matter Expert (SME) for Ohio Secretary of State’s Business Services Division
Certified Public Manager
SKILLS
Methodologies
Waterfall Methodology, knowledge of Agile method, Six Sigma
Business Skills
Project Management, Customer Service Management via phone, email and in person, system incident handling and resolution, training, creating training and user documentation, giving presentations
Project Management
Creating documentation, Project Charter, Scope Statement, collecting requirements and creating Requirements Document, Work Breakdown Structure, Risk document, holding status meetings and writing and distributing notes, working with developers, DBA’s and Network staff on project and moving it to production, writing project closeout report. Used Microsoft Project and SharePoint Project and Visio (for Business Analysis). Held brainstorming sessions. Helped create RFP’s when needed. Did Organizational Change Management when introducing new or updated apps for the staff. Projects were inhouse applications and online applications for Business Services, Elections and Campaign Finance divisions. Also managed office wide projects, such as the upgrades to systems and the conversion to a VOIP phone system.
Customer Service Management
Supervised teams from 10 to 15 Customer Service Reps taking calls and responding to emails. Reported and followed up on issues reported to the team. Managed tech team of reps who answered phone calls, emails and messages on the Special Interest Groups. Managed eight team supervisors who had teams between 10 and 20 reps, responding to email, messages on Special Interest Groups and a live online customer service application
Industry
Online computer service, State Government
EDUCATION & CERTIFICATIONS
Edison State Community College – Piqua, OH 1984
Associate of Business Degree in Data Processing
Otterbein College – Westerville, OH 2007
Bachelor of Arts in Business Administration
Ohio Certified Public Manager 2016
Certification
PROFESSIONAL EXPERIENCE
Spectrum cable Summer of 2019
Customer Service
o10 weeks of training
o10 weeks of being on the phone, resigned due to hours, 6:00 PM to 3:00 AM and difficult manager
Ohio Department of Health – Warehouse (Temporary) Dec 21, 2020 – January 7, 2021
Manager
oHad staff of a Supervisor and 7 staff that filled boxes with medical tools and medicine and sent them to the section to send them to state prisons and other state entities.
oOn January 7th, was told I was no longer needed, and my position was terminated
Office of the Secretary of State of Ohio, Columbus, Ohio August 31, 1998 – Sep. 15, 2017
Business Technology Analyst & Mail Support Team Supervisor (2015 – 2017)
oWork with Director on automation projects to improve efficiency.
oDevelop training documentation and train staff on new applications.
oWork with IT Department as the SME in developing and testing application fixes and new applications
oProjects included the last two stages of moving Business forms to the website for customers and converting the Business Services forms from Oracle Forms to .Net.
oAssisted customers that the front office transferred to me.
oWent to storage facility to find microfilm on requested forms that did not have their image in the database, then scanned them and loaded the images into the database.
oSupervise staff of one to three employees that sorts the mail and images approved filings.
Project Team Manager (2001-2015)
Manage a team of two to three exempt Project Specialists, coordinating their efforts on a variety of projects, reporting to the Chief Information Officer. Managed projects as well as backed up the Project Specialists on their projects. Our methodology was almost always the Waterfall method. We did the documentation, status meetings, preliminary testing, oversaw User Acceptance Testing and worked with other IT sections to get the projects moved into the production systems. The projects that I managed or assisted included:
oHAVA – I was trained as a tester of the voting machines, also travelled to most of the Western Ohio Counties to install and test scanners for paper ballots. Later, I revisited the same counties to put new security software on their tabulating server.
oProjects to upgrade Business Services apps on Oracle Forms to new versions that were supported.
oManaged project to create an online absentee ballot tracking system for military and expatriate citizens.
oWas in-house Project Manager for conversion to VOIP phone system. I coordinated with the vendor’s PM and tracked costs of equipment and network drops. Project eliminated long distance charges to other state agencies and offices.
oManaged several projects to do mandated biennial address check on voter data with a USPS approved vendor. Project included sending RFP to approved vendors, sending data file to vendor for comparison and dividing returned file by county and sending each county Board of Election (BOE) their file.
oManaged and/or tested projects to get election system ready for Election Night results and official count of results.
oTested system on project to allow BOEs to manually enter results via internet to Election Night system instead of calling them in.
oWorked with Project Specialist for Elections to assist BOE staff with issues in reporting results on Election Night.
oTested upgrades and re-writes to Election Nigh applications. Set Service Level Agreements (SLA) for Election Night.
oFor a project to let BOEs upload a file from a flash drive, I tested Election Night system and travelled to counties in North East Ohio to upgrade their systems to generate the report and show the staff how to get the report and upload it.
oTested in projects to allow candidates to upload the donations and expenditures of their campaign funds and upgrades to the system. Created SLA for filing deadline.
oManaged a project to create a system on the website to list all the registered businesses that had dissolved or cancelled in the last 60 days.
oManaged the project that allowed businesses to file a form to change from one type of business to another, such as a corporation can convert to a LLC.
oManaged the project to let registered voters change their address online, project also had validation on new address via the Bureau of Motor Vehicles.
oManaged the project to create an online judicial election information site. Project consisted of an interface for the candidates to enter their information and a searchable system on the website for voters to see the information.
oAlso managed a follow up project to include candidates for state-wide and legislature candidates.
oManaged projects to upgrade infrastructure for the office systems.
oManaged project to put most popular business forms online to be filled out, paid for and submitted. Rejection rates for the paper forms was 20 to 25%, for online filing, only 5%.
oTested in follow up projects to add more forms.
oManaged the projects for online Federal Rosters and Municipal Rosters. Project included an interface for information providers to submit information and a searchable interface on the office website. The projects eliminated the costs of mailing forms to providers and the cost of printing the rosters and mailing them to every library in Ohio.
oAssisted in Project EVEREST to test the security of the three voting systems in Ohio. Participated in the initial planning and RFPs. Also handled logistics of getting systems from BOEs and from vendors and getting the systems sent to the three universities involved as well as the team testing at the State of Ohio Computer Center. Also oversaw getting all the systems back and replace the damaged ones with new ones from the vendors.
oWas the Subject Matter Expert and Project Manager for the conversion of the Business Services applications from Oracle Forms to a .Net format, moving application from an unsupported platform.
oGathered status reports from the Project Specialists and, with my status reports, sent a weekly report to the progress on all active projects to the Deputy CIO.
Business Services Projects Team Manager (2000 – 2001)
oManaged staff of three exempt Project Specialists, coordinating their efforts on a variety of projects, reporting to the Director of Business Services. Coordinated documenting requirements, test planning and testing with internal IT staff, consultants, subject matter experts and other necessary personnel.
oParticipated as SME and tester for project create program to let customers file Uniform Commercial Code (UCC) filings online. Initial attempt ended due to vendor not able to get a workable system within promised time. Second vendor had a prototype and got the system finished on time. System saved time and money for customers by not having to mail the UCC filings to the office.
oI created documentation for new systems and reviewed documentation written by the Project Specialists,
oTrained end users on new systems and procedures.
oAssisted other Managers in Business Services and backed them up when needed.
oAssisted by testing in original project to create an online Campaign Finance Reporting System.
oAssists in resolving customer issues and complaints when requested by upper management.
Business Services Project Specialist (2000)
oWas trained on Project Management
oWorked with two other Project Specialists on a variety of projects, reporting to the Director of Business Services.
oFirst project was replacing in-house production system for processing filings, which facilitated a reduction of turnaround time from eight weeks to two to five business days.
oManaged project to let customers create online certificates of good standing on the website.
oManaged project to making Business Services corporate and UCC records available to customers via the website.
oGathered and documented user requirements, tested, wrote user documentation and assisted in implementation of new software or enhancements to existing software.
oBackup to the other Managers and Supervisors in the Division.
oAssisted in resolving customer issues and complaints when requested by upper management.
Customer Service Manager (1998 – 2000)
oPrimary contact person for firms who are members of the Customer Advisory Board for the Secretary of State’s Business Services Division. Answer questions concerning filings and resolving any issues with filings that are completed or in process.
oResolved escalated issues from customers contacting the Secretary of State’s office through the Phone Banks, Front Office and letters, researching the issue, working with others in the office to resolve the issue and communicating the resolution to all the involved parties.
oManager for the Supervisor of the Business Services Phone Banks, who had 11 Representatives who answer incoming calls on Name Availability and general information about filing with the Secretary of State’s office.
oFrom date of hire through November 1998, was Interim Supervisor for New Filing Staff of eight permanent and two temporary employees. Handled administrative issues, problem resolution, and work load issues. Created a productivity tracking system utilizing information available from the filing system to inform both the Staff and management of the individuals’ and group’s productivity performance. When a permanent Supervisor was hired, trained them on the filing system, productivity system and provided a brief synopsis of the strengths and weaknesses of the staff.
CompuServe, Inc., Columbus, Ohio 1984-1998
An online interactive computer service that, at its peak had over 3 million members worldwide and 3,000 employees.
Customer Service Department Manager
oManaged staff of eight exempt Supervisors, each with a team numbering between eight and twenty exempt and non-exempt representatives, ensuring proper staffing levels, productivity and quality, reporting directly to the Vice President of Customer Services.
oResolved customer complaints received by the President or Vice President, identifying escalation needs or technical concerns for delegation resulting in rapid resolution.
oActed as a liaison between Customer Service and Marketing Division in identifying peek promotional cycles, ensuring proper staffing levels of Customer Service phone support.
oAppointed by Vice President to represent Customer Service to interact with email team developing company’s measures for reducing Unsolicited Commercial Email messages aka “Spam”, providing statistics on complaints as well as forwarding information on specific messages to assist their efforts. Also kept the Customer Service Department informed of the progress and how to respond to customer complaints. Complaints on UCE messages were reduced from 5,000 per week to approximately 300 per week.
oResponsible for personnel hiring, recruitment, training, career development, performance reviews, salary administration, turnover control, progressive discipline issues, company policy, job descriptions, internal posting programs and promotions.
oImplemented Self-Directed/Cross-Functional team concepts to support and supervise teams. Resulted in higher productivity and quality levels without increasing staff. This included continuous process improvement and quality control, as well as a team oriented productivity system.
Customer Service Department Supervisor
oCentralized and managed all Customer Service Teams handling non-telephone customer contacts, facilitating higher turnaround for electronically generated contacts.
oManaged eight exempt Supervisors who led teams of exempt and non-exempt Representatives providing electronic customer support via email, forum/message board support, live online conferences and the Executive Response Team for issues directed towards the company’s senior management. The Electronic Customer Service Group handled up to 100,000 email messages, 15,000 forum messages and over 80,000 conference contacts per month.
oCreated live online conferences as a means for customer support, giving customers immediate answers to questions and concerns via an electronic means.
oImplemented a work-from-home program that grew to three teams of 15 to 20 Representatives handling email and forum messages from our Members. The program allowed for greater flexibility in scheduling and reduced the need for rented space for the department.
oDue to an issue with getting credits to customers approved in a timely manner, I gathered data on number of credits and amounts of credits and proposed a system that let small credits go straight through and larger ones being reviewed and approved by set levels. The process was approved and, when put in place, greatly reduced the turn around time to get them processed.
Customer Service Tech Team Supervisor
oSupervised a technical support team, varying between 11 and 30 Representatives. Customer support was provided by telephone, email and online forums.
oParticipated in hiring process by conducting second level interviews of candidates.
oSenior evening Supervisor, responsible for problem follow-up and escalation.
oCreated and maintained problem escalation process of online products for Customer Service Department.
oCreated a 1022 database for administrative staff to gather and track progress of suggestions for product additions and enhancements.
oAt the request of senior management, went to Munich Germany for three weeks to train 8 newly hired Customer Service Representatives to ensure consistency in processes and quality between sites.
Product Support Coordinator – Electronic Mall
oManaged a team of three store creators.
oWorked with sales group on stores and space needed, then created space for store and assigned a creator
Customer Service Shift Supervisor
oHad teams of varying size.
oAssisted in training new reps and existing reps on new products
oHandled escalated calls from my team.
oTracked call and email statistics per Rep
oMonitored calls and emails for quality evaluation
oWrote six month reviews for trainees and annual reviews for Rep I’s and Rep II’s.
Customer Service Representative
oAnswered calls and emails from customers. As a Trainee, I had to make eight calls and six emails per hour. As a Rep I, I had to take ten calls an hour and eight emails per hour. As a Rep II, I had to take twelve calls an hour and 10 emails per hour, all with giving quality service to the customer.
VOLUNTEER WORK
SEMM Foundation – Volunteer for money raising events.
DURING MY LAYOFF
Studied AGILE method using the practice guide from the PMI and AGILE Alliance
Started studying SQL
Kept records on job search on Excel and copies of job descriptions on Word
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