Project Manager Customer Service

Christian K Ogi

**** ** ********** *****, ****** City, MO 64151, Mobile 816-***-****, *************@*****.***

PROFESSIONAL INTEREST

Project Management position with a company that will benefit from a confirmed ability to integrate business

objectives and goals with IT services management.

SUMMARY OF QUALIFICATIONS

Versatile IT project manager, test lead and CRM specialist, expert in driving multimillion-dollar projects and consistently

meeting key program deliverables. Acknowledged for integrity, high professional standards, and "grace under fire."

Customer-service orientation, "big-picture" vision, and sensitivity to the bottom-line combine usefully to deliver projects

stamped with a characteristic blend of detail, and cost-effectiveness. Inspired by the power of assembling talented, self-

directed teams, and passionately committed to sustaining robust, streamlined systems that respond to business objectives.

Persuasive and entertaining public speaker-expert in "working an audience." Perform well under pressure; a productive,

positive leader sharing in team successes.

STRENGTHS

* Met with client to determine scope of project and analyze current systems and procedures.

* Maintained constant communication with project team manager to report progress, identify issues, and allocate

resources.

* Consulted with Client Manager and Directors to coordinate internal resources, line carriers, and cost, scope, timeline,

and milestone specifications.

* Built and managed successful client relationships with client principles and external vendors, ensuring all business

needs were met.

* Managed multiple projects and successfully achieved milestones, ensuring projects complied with all cost and scope

specifications.

EXPERIENCE

Contractor: Project Manager - 2010

TekSystems, Inc., Overland Park, KS

* Created and executed project work plans and revised as appropriate to meet changing needs and requirements.

* Identified resources needed and assigned individual responsibilities.

* Managed day-to-day operational aspects of projects and scopes.

* Reviewed deliverables prepared by account and vendor team before passing to development group to ensure alignment

with Scope of Work.

* Tracked and reported on financial aspects of program.

* Reviewed status reports submitted by project personnel.

* Analyzed problems and anticipated project needs.

* Prepared and presented project updates to senior management.

* Facilitated weekly sessions and unit meetings to assess progress and resolve problems.

* Modified time lines and work schedules according to project changes.

Account Support Manager - 2000 - 2009

Hewlett-Packard, Co., Kansas City, MO

* Managed projects and implemented technology initiatives for Mission Critical Services contracts through a blend of

coordinating customer business and IT goals, best practice standards, and account partnering.

* Managed contract support budgets to include routine, special, and escalation engagements throughout contract term.

* Contract deliverables were met with 100% completion for each contract year. (2003 - 2009)

* Designed Account Support Plans to document operational and engagement modeling, and provide known contacts,

resources, and services value to clients and Hewlett-Packard internal management.

* Specialized in Internet Technical Resource Center integration and provided technical support for account

representatives.

* Recruited or requested specialized personnel.

* Provided cost-benefit analysis on products in the development stages.

* Proven experience as an effective negotiator and problem solver.

* Demonstrated ability to complete projects ahead of schedule and within budget.

* Managed resources needed to implement the project and maintain contract budgets.

* Negotiated contracts that ensured quality and met client requirements.

* Performed technical and preventive maintenance evaluations on operational equipment.

* Increased productivity and accuracy of client group work by 19% through improvements in standardizing

implementation procedures and processes.

* Performed full lifecycle project management and leadership of internal employees, contractors and customer technical

teams.

* Made technical presentations, gave demonstrations, developed trainings, and installed ITRC packages.

* Gained experience while training and leading teams to deliver quality products on time and within budget.

* Ensured project goals and objectives were accomplished in accordance with outlined priorities, time requirements, and

funding conditions.

* Established policies and procedures outlining the project's operation and function.

Customer Service Manager - 1999 - 2000

IMWorth, Inc., Kansas City, MO

* Scoped and modeled various web-based customer service applications for use in the IMWorth software suite.

* Researched and advised on applications to integrate into the IMWorth website.

* Cultivated relationships with IMWorth prospective partners and clients.

Marketing and Sales Manager - 1996 - 1999

PonyExpress.net, St. Joseph, MO

* Managed all PonyExpress.net advertising, promotion, and sales activities during the startup phase of the company.

* Negotiated trade agreements, media purchase, and public relations initiatives.

* Collected and analyzed data on customer usage, preferences to incorporate into systems and services upgrades and sales

initiatives.

EDUCATION

Bachelor of Science, Communications - 1994

Missouri Western State University

K EY WORDS: Project Management, Account Management, Project Coordinator, IT Management, Business Analysis, risk

assessment, CRM, Microsoft Project, Service Management, ITIL

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