Project Manager Customer Service

Elvin "Sonny" Musick

**** *. **** **., ***. ****

Tulsa, Oklahoma 74137

Cell Phone: 979-***-**** Email: *****.******@*****.***

OBJECTIVE

Seeking an analyst, coordinator or similar position that will capitalize on

my exceptional attention to detail and keen technical abilities and allow

me to proactively enhance company operations.

SKILLS SUMMARY

Highly analytical, detail oriented, innovative, self-starter with a proven

ability to produce high quality work while juggling multiple priorities in

high stress situations requiring complete accuracy.

V Exceptional ability to analyze various types of data, such as budgets

and performance, identify variances and trends, document findings and

create relevant dashboards, create reports in Microsoft Excel

(spreadsheets, charts, graphs and pivot tables) and PowerPoint, and

present findings to management and Board members in small and large

group meetings.

V Demonstrated effectiveness monitoring individual and contract

performance, identifying trends and developing and implementing

effective solutions, including the creation of various automated

reports, forms and spreadsheets that significantly enhance

productivity.

V Exceptional troubleshooting and problem solving skills, including the

ability to recognize current and potential problems as well as develop

and implement effective solutions.

V Outstanding written and verbal communication skills. Demonstrated

proficiency in speaking formally and informally to large and small

groups.

V Advanced skills in Microsoft Excel versions through 2010, including

customizing spreadsheets and forms (using pivot tables, v-lookups,

index/matches, named ranges, array formulas, sorting, filtering, use

SQL to query databases, and advanced data manipulation) with

VBA/macros to analyze data, develop various reporting and tracking

tools, create dashboards, track financial expenditures, forecast

budgets, and significantly reduce data entry errors.

V Keen ability to effectively act as a liaison between the business and

IT personnel.

V Consistently demonstrate outstanding skills in customer service,

active listening, critical thinking, conflict resolution, objectivity,

flexibility, attention to detail, mechanical aptitude, and the ability

to maintain strict confidentiality.

Computer Software Skills:

. Advanced skills in Microsoft Office (Word, Excel, Outlook, Access,

PowerPoint, and Visio) including VBA/macros (Visual Basic for

Applications).

. Working knowledge of SAP BusinessObjects Central Management Console

(CMC), InfoView, Web Intelligence (WebI), Desktop Intelligence (DeskI),

Import Wizard, Universe Designer, Xcelsius.

. Proficient in SharePoint, SQL, and HTML.

. Working knowledge of Crystal Reports, Oracle RDBMS, BMC Remedy User

Action Request System, Adobe Acrobat 8 Professional, Macromedia

Fireworks and Dreamweaver, Microsoft Front Page, and relational

databases.

EXPERIENCE

Data/Security Analyst and UAT Oversight Coordinator

SpringPoint Technologies, Bartlesville, Oklahoma September 2011 to

December 2012

Assigned to two back to back contract positions with ConocoPhillips. A

BusinessObjects upgrade project from 9/26/11 to 3/19/12 and a

BusinessObjects transition project from 3/19/12 to 12/31/12.

Data/Security Analyst, March 2012 to December 2012

Contract position at ConocoPhillips/Phillips 66 working on the

BusinessObjects Transition Project, transitioning from one company into

two, ConocoPhillips and Phillips 66. Conduct data analysis, document

findings, and perform various BusinessObjects Administrator duties,

including:

. Identify and document over 800 complex BusinessObjects Central

Management Console (CMC) mapped user groups and group members.

. Create custom macros using VBA and SQL to query the CMC in each

environment and system and retrieve user groups, group members (users

and mapped groups) and provisioning.

. Identify and document correlated CMC user groups and Windows AD global

and local groups.

. Utilizing the CMC, identify, analyze, compare, and document group and

user provisioning (access levels) in the Production, Development and

Test environments for each company at the folder and subfolder levels

for universes, applications and folders.

. Identify, analyze, compare, and document all Phillips 66 reports in

each BusinessObjects environment for both companies.

. Import Windows AD groups into BusinessObjects.

. Create and map Enterprise user groups in the CMC.

. Provision user groups at the system, folder and subfolder levels.

. Monitor and analyze user group provisioning, identifying and correcting

inconsistencies.

. Analyze report connections to ensure they point to the correct data

source for Phillips 66.

. Use Universe Designer to identify/verify universe data source

connections.

. Utilize Import Wizard to manage the promotion of reports and universes

from one environment or system to another, with and without the use of

Business Intelligence Archive Resource (BIAR) files.

. Perform remote installations and upgrades of BusinessObjects, either

the total package or individual components as needed.

UAT Oversight Coordinator, September 2011 to March 2012

Contract position at ConocoPhillips serving as liaison between Production,

Volume, Measurement, Settlement and Land (PVMS&L) BusinessObjects users and

the BusinessObjects Upgrade Project Team for the upgrade and User

Acceptance Testing (UAT) of BusinessObjects from version XI r2 to XI 3.1.

Responsible for coordinating, assigning, monitoring and enforcing the UAT

of over 6,000 BO Web Intelligence (WebI) and Desktop Intelligence (DeskI)

reports among more than 600 BO users. Coordinate, assign, monitor and

enforce the UAT of over 6,000 BusinessObjects Web Intelligence (WebI) and

Desktop Intelligence (DeskI) reports among more than 600 BusinessObjects

users. Document and analyze all PVMS&L reports to identify and remove

reports that are duplicated, broken or obsolete and to maintain a complete

inventory of reports for user, project and management tracking purposes.

Provide regular metrics and tracking updates to department management,

advisory team and the project team. Responsible for all UAT communications

to PVMS&L BusinessObjects users.

. Developed highly effective automated spreadsheet to track all reports,

clearly showing the report owner, UAT status, report issues and

resolutions, ensuring UAT remains on schedule.

. Developed multiple training documents and detailed instructions for the

new BusinessObjects system and for UAT.

. Obtained a 100% UAT completion ratio with 99.98% of reports working

prior to go-live for the new system.

Project Manager

ResCare Workforce Services, Tulsa, Oklahoma November 2010 to April 2011

Effectively managed a four-million dollar Workforce Investment Act (WIA)

services contract ensuring that all contractual commitments were met within

budget. Made decisions that facilitated program accomplishments and met

goals and objectives on time and within budget. Analyzed and evaluated

program operations and implemented actions to meet designed plans. Ensured

that program goals and objectives were met through effective delegation and

follow up. Evaluated staff performance and authorized staff development

and training activities. Hired, trained and promoted staff, ensuring that

staffing patterns were appropriately maintained.

. Developed automated spreadsheets to effectively and efficiently report

project performance with complete accuracy, resulting in immediate

improvement in reportable performance, which resulted in the obtainment

of 100% of contracted profit (an increase of over 33%) and the renewal

of ResCare's contract.

. Created automated dashboard spreadsheets to accurately and efficiently

reconcile obligation and expenditure rates for client services funds.

Operations Manager/Resource Coordinator

Workforce Solutions/ResCare Workforce Services, Bryan, Texas October 2009

to October 2010

Managed the implementation and ongoing performance of various special

projects designed to facilitate the reentry of job seekers into the

workforce for the region. Conducted data mining and analysis to identify

relevant information from large volumes of data to create concise project

performance and tracking reports. Created numerous dashboard spreadsheets

to effectively track individual performance, contract performance and

budget forecasts. Managed the QA, Business Services and Program Operations

departments. Developed service strategies, policies and procedures,

strategic plans, annual reports, and other informational documents.

Processed payroll. Worked closely with the Project Director and Project

Accountant in various contract financial matters including monitoring of

the contract budget and expenditures. Interacted directly with Workforce

Development Board staff on various Workforce matters including policy and

procedure clarification, monitoring responses and financial matters.

Served as acting Project Director in the director's absence and as the

Intern Project Director during the last month of the contract.

. Created and implemented document control standards for the business.

. Directly responsible for analyzing the contract's ten-million dollar

budget and getting it on track so that the budget was met by the end of

the contract.

. Created complex spreadsheets to accurately project cost allocations

based on direct billed staff time.

. Developed automated spreadsheets, using custom macros/VBA, which

eliminated errors in performance reporting and reduced the time spent

on the reports by management staff by 90%.

. Created automated timesheets that allowed staff to accurately report

their time, significantly reducing the need for staff to correct the

reporting of their time worked by more than 80%.

Career Office Supervisor

Workforce Solutions/ResCare Workforce Services, Lake Jackson, Texas May

1998 to October 2009

Served in multiple positions over 11 years including more than 5 years as a

Career Office Supervisor. Conducted data mining and analysis to identify

relevant information from large volumes of data and create concise reports

to track employee and project performance. Managed the implementation and

ongoing performance of various special projects designed to facilitate the

reentry of job seekers into the workforce for the office. Served as

liaison between the office and contract and the workforce development

board's IT department, identifying and suggesting IT upgrades needed for

the office as well as troubleshooting and correcting various networking and

communication issues as needed. Responsible for installing and upgrading

business and utility software in addition to installing, troubleshooting

and repairing hardware. Effectively supervised and coached staff so that

individual and office performance objectives were consistently met.

Conducted performance reviews and implemented corrective actions. Served

as Office Manager in the absence of regular manager.

. Created a variety of interactive forms and automated spreadsheets,

using custom macros/VBA, used to streamline and enhance the accuracy

of services provided to customers, improve tracking of customer

participation in various programs, and simplify tracking of staff and

program performance at the local and contract levels.

. Maintained accurate training and support-services budget, reviewed

customer requests for training and ensured expenditures remained

within budgets while adhering to applicable policies, standards &

guidelines.

. Assisted in the development of the Wait List program. (A Web-based

application designed to enhance customer flow, decrease customer wait

time, and provide data for management to track customer flow.)

. Developed the first career center web site in the Gulf Coast Workforce

Development Area.

. Received monetary awards for outstanding performance.

EDUCATION

University of Phoenix Online

Graduate work in Adult Education

GPA: 4.0

Southwestern Assemblies of God University, Waxahachie Texas

Degree: Bachelor of Science, May 1991 GPA: 3.93

Received Multiple Honors

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