Customer Service Manager

Mylene Hammond

Home: 831-***-****, Cell: 831-***-****, *******@*****.***

Professional Summary

Accomplished Senior Configuration Data Management Specialist with extensive

experience in engineering drawing release, change release and process

documentation. Exceptional ability to balance, prioritize, manage and

achieve demanding deadlines and changing priorities with superior results.

Self-starter with a proven track record in providing a high level of

customer service with an emphasis on quickly resolving problems.

Analytical, highly organized with outstanding attention to detail.

Demonstrates strong interpersonal, written and oral communication skills.

Technical Competencies

Microsoft Office 2007 (Word, Excel, Powerpoint, Outlook, Access),

Sharepoint, ERP (Discoverer Plus, Business Objects), Windchill (EPDM, EDE),

Oracle, Adobe Acrobat, Computer Associates (Harvest v5.1, Software Change

Manager R12), Citrix (CMStat), Open Text (Livelink), Filemaker Pro

Professional Experience

BAE SYSTEMS - Configuration Data Management Specialist Sr. - Santa Clara,

CA 2008-2010

> Business Administrator for the Engineering Order Request (EOR) system

for hardware configuration management. Manage the lifecycle of

drawing releases, changes, and manufacturing/procurement process.

> Produced User Manual, Frequently Asked Question Support, and Technical

Support documentation for EOR.

> Delivered presentations and teleconference meetings on EOR process on

launching new programs.

> Built new projects, assigned roles, and access to team members.

Mentored administrators on the EOR system. Conducted weekly EOR Board

meetings.

> Business Administrator for CA SCM R12 (Harvest) system for software

configuration management. Produced work instructions for Program

Change Reports (PCR) on software changes, and for Software Engineering

Orders (SEO) that provided version/release control of the software

changes. Built new projects per vehicle within programs and enabled

access to end-users.

> Performed configuration management for military vehicle program.

Created drawing and change release process documents. Reviewed and

released drawings into EPDM and uploaded to Engineering Document

Viewing System (EDVS) for purchasing/manufacturing of parts for Bill

of Material (BOM). Assigned part and document numbers.

> Analyzed process and enhancement issues to determine new performance

requirements for software and hardware CM applications. Produced

application change request and test plans for IT application

programming to implement according to the new requirements.

Forecasted and provided status reports on progression of new

requirements.

> Performed hardware configuration management internal process audits.

Produced checklist signifying observation, recommendation,

compliant/non-compliant on findings. Generated official audit report,

record and submit a response and close-out audit report.

> Assistant Instructor on delivering training courses for EORs, PCRs,

and SEOs.

> Recorded and resolved Helpdesk calls providing guidance to end-users

on software and hardware CM applications.

> Records Retention manager for Configuration Data Management Cost

Center. Reviewed archived items and assisted with the audit.

Maintained records on length of document archival and when appropriate

eliminated documentation. Actively participated in record retention

audits.

> Created configuration management plan template as a guidance tool for

configuration management utilization on all new programs.

Participated in updating procedures for software and hardware

configuration management tools.

ALLURE HAIR AND BEAUTY SUPPLY STORE - Owner - Los Banos, CA 2007-2010

> Launched and managed hair and beauty supply store, which offered a

variety of hair and hair care products for consumers.

> Managed operations including marketing, customer service, sales,

purchasing, inventory, accounting, employee hiring, and training.

LOCKHEED MARTIN SPACE SYSTEMS COMPANY - Sunnyvale, CA 1985-2006

Configuration Analyst Sr. - (1998-2006)

> Performed data Management for two weather satellite programs

simultaneously. Acted as the single-point of contact for all program

related contractual data deliverables, involving internal and external

customers on both programs. Managed the receipt, processing, control,

maintenance and storage of all contractual data item documents.

Prepared correspondence for all contract data items deliverables to

the customer.

> Ensured program requirements were in compliance with contract release

documentation, engineering changes, engineering releases, and that

program approved documentation was implemented correctly. Prepared

and published weekly status report for scheduling and planning of all

data items identified on the contract data requirements list.

> Developed program procedures, processes and work instructions.

> Collaborated with program management, and customers on contract data

management with a focus on trends of submittals, document revisions,

and changes in requirements.

> Maintained and processed engineering change proposals, specification

change notices, configuration change requests, and engineering change

notices.

> Performed technical adequacy review by initiating a detailed internal

peer review process of the technical content of the data item

deliverable performed by the author, program director, managers, and

stakeholders.

Program Aide-Operations - (1993-1998)

> Managed information control and inventory of test procedures on the

Milstar Program.

> Received 2 Productivity Improvement Awards for Superior Performance.

> Designed software test segment listings, and developed current

listings from satellite system database.

> Directed QA cost account manager in the maintenance, planning, status,

and monitoring of cost accounts. Prepared cost and schedule variance

analysis, and headcount reports. Analyzed data, investigated and

corrected labor charging discrepancies.

Administrative Assistant - (1989-1993)

> Developed and maintained correspondence, presentations, spreadsheets,

organization charts, and distribution lists.

> Coordinated and prepared travel arrangements, travel authorizations,

and process travel expense reports. Updated and maintained personnel

files. Processed Change of Status paperwork.

> Coordinated and scheduled meetings, conference meetings and luncheons.

> Procured office products and supplies.

Sr. Production Process Engineering Clerk - (1985-1989)

> Processed work instruction's for manufacturing planning department.

Maintained status files for new blueprints. Received, processed, and

maintained status of LEO's, blueprints, tool, stop/release and tool

alter orders.

Education/Certifications

Life Cycle Management Training

Record Retention Training

Cohesion Force - Certificate of Achievement for Configuration Management

Program Fundamentals (CMAN 101)

Computer Associates - Certificate of Completion for CA Software Change

Manager Administration and Configuration 200

Windchill PDMLink 9.1 Training

Enterprise Product Data Management Training for CM Users

Certificate of Mentor Recognition for Enterprise Product Data Management

National Defense Industrial Association (NDIA) - Certified Configuration

and Data Manager, #CCDM 449

San Jose City College - Certificate of Achievement for Computer Information

Systems (CIS) Micro Computer Applications[pic]

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