Project Manager Customer Service
Resume:
Herndon, VA *****
703-***-****(H)
****.*******@*******.***
http://www.linkedin.com/in/davidacollins
David A. Collins, PMP, CSM
Innovative Project Management Professional
Experienced in planning, managing and supporting achievement of mission, goals and budgets. Project
and resource management of concurrent IT projects involving SDLC development, relational database
design, implementation and maintenance; configuration management as well as end -user support and
documentation. Proven ability in the management of information systems with track record of on-time and
in-budget delivery of quality products. Thorough understanding of System Development Life Cycle
methodologies and demonstrated experience with various software development languages and
numerous applications on several operating systems. Achieved SEI CMM Level 3 on all delivery order
tasks. Exceptional customer/client relations skills.
Key Competencies
Proven project management skills, directing IT projects from inception through implementation.
Practical experience in software and systems development life cycles.
In-depth knowledge of reporting and measurement techniques with the expertise to apply lessons
learned to practical application.
Experienced in the analysis of systems and the associated business requirements.
Outstanding communication, interpersonal and consultative skills with the ability to effectively interact
with clients, peers, as well as all levels of management and IT staff.
Ability to develop an “esprit de corps” among team members and foster strong working relationships
with all stakeholders.
Exceptional skills in the use of PC application software especially the Microsoft Office Suite.
Certifications
Project Management Institute, Inc., Project Management Professional (PMP)
Scrum Alliance, Inc., Certified ScrumMaster (CSM)
Professional Experience
Unisys Corporation, Reston, VA 2013
Project Manager
Assigned to lead newly replaced team on a software engineering project for the US Patent and
Trademark Office (USPTO) 5 weeks before implementation.
Initiated efforts to systematically review and clarify requirements and incorporate integration and
regression testing not previously planned while managing customer expectations.
Completed functional testing and fulfilled the requirements for the Operational Readiness Review
allowing for implementation with minimal delay.
Fairfax County Public Schools, Springfield, VA 2011 - 2013
Information Systems Management Analyst
Analyzed business requirements against the systems being used by the Educational Employees’
Supplementary Retirement System of Fairfax County (ERFC) to identify and document potential
improvements/efficiencies in the systems, user interfaces, and the workflow processes.
Documented software Problem Incident Reports (PIRs) identified in the systems and prioritizing the
resolution of the system deficiencies.
Managed the performance of the software vendor and monitored burn rate of support hours.
Led the testing initiatives of software modifications and system upgrades made to the ERFC systems.
Designed, developed, tested and implemented modifications to the automated workflow system.
Assisted users in the use of Microsoft’s Report Builder to extract information from the database.
Oversaw and assisted with processes to import pertinent data from other FCPS systems.
David A. Collins, PMP, CSM Professional Experience (continued)
National Automobile Dealers Association, McLean, VA 2005 - 2009
Director, Information Systems
Established technology direction designed to create and maintain a customer-focused, service-
oriented IT operation, driving efficiency, quality, customer service and growth.
Implemented automated efficiencies to manual operational processes which led to a 20% reduction in
staff to meet workforce planning targets.
Advised executive staff of IT trends and recommended courses of action while managing a $2 million
budget including acquisition of software development tools and hardware maintenance agreements.
Managed application development and support teams that created and maintained NADART
information systems utilizing .net, SQL server, iMIS and SunGard Omni products in XP and UNIX.
Implemented SDLC “Best Practice” processes, in particular, configuration management and peer
reviews at design, development and internal test level; efforts produced immediate effic iency impacts.
Initiated continuity of operations plans and disaster recovery drills to relocate and restore operational
capabilities in the event of a catastrophic system failure.
Developed and implemented appropriate computer use policies and procedures with special focus on
Personally Identifiable Information as a member of the IT governance task force.
2002 – 2005
Fairfax County Public Schools, Fairfax, VA
Instructor Secondary School Mathematics
Time Savers, Oak Hill, VA 2000 - 2002
Self Employed Owner/Entrepreneur
Conceptualized and researched entrepreneurial venture designed to appeal to a time -challenged
workforce, including R&D, revenue and break -even analysis, online order processing and just-in-time
order fulfillment processes.
1996 – 1999
ValueOptions, Falls Church, VA
Director, MIS, Healthcare Provider Solutions
Led full-service IS support team for Provider Relations department of major managed health care
firm; changed technical staff mindset from software development supporting use rs to customer
support developing software, striking a balance between user advocacy and technical excellence.
Managed and mentored team of seven software developers and Data Base Administrators in the
design, development and implementation of automated system that completed practitioner
applications used to re-certify providers; new system resulted in a 75% reduction in time to update
practitioner information, data accuracy improvement over 90% and required no additional staff.
Held regular customer status meetings to ensure software development activities were consistent
with current user requirements.
Led analysis and development team in creation of a system to merge information from three
independent database systems in place following a corporate merger into a single relational
database, automatically combining similar data while eliminating redundant data and isolating data
requiring manual intervention.
1988 – 1996
Computer Sciences Corporation, Falls Church, VA
Program Manager
Chaired Software Engineering Planning Group, providing meeting facilitation, written reports,
customer briefings and necessary documentation to earn a CMM level 3 rating.
Overall accountability for several Task Delivery Orders totaling over $2.5 million providin g technical
support to HQNGB; employed a results-oriented management style to establish performance metrics,
define goals and complete precise, accurate deliverables in support of corporate objectives.
Managed and mentored a staff of 35 diverse professionals supporting multiple, full life cycle
development, maintenance, documentation, Oracle data base administration, and configuration
management projects, including conducting performance reviews and coaching staff.
Leveraged trusted relationship with procurement staff which led to discussions about possible
business development opportunities leading to the addition of new Task Delivery Orders.
Education
University of Southern California, M.S. Systems Management
The American University, B.S. Computer Science
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