Project Manager Customer

SUMMARY

Project Manager with a diverse range of experience in service support and

business development, with the ability to make significant contributions

through:

. Management of complex programs

. Strong people and communication skills

. Effective leadership and organizational skills

. Proven ability to work independently and in team environments

. PMI methodologies

PROFESSIONAL EXPERIENCE

HEWLETT PACKARD, Buffalo, NY

2001-2010

Project Manager

Developed and implemented small and medium projects following PMI

methodologies.

. Integrated multiple teams into a centralized SharePoint environment which

provided enhanced access to Business Information reporting and metrics.

Projects included Plan of Record, risk, issues, and change request

reporting and tracking. Advanced functionalities included customized

workflows, scorecards & dashboards.

. Managed development, production and quarterly distribution of critical

support content (6-DVD, manuals, firmware, diagnostics, etc), to 3,500

onsite field repair personnel; efforts resulted in increased customer and

employee satisfaction and a reduction of more than $1M in support costs.

. Oversaw multiple support content distribution systems, which efficiently

delivered critical support content (service notes, parts lists, support

manuals) to thousands of customer support engineers worldwide via the

web. These systems effectively lowered support costs by proactively

pushing the content via an automated server-client process.

. Served as Project Manager for Knowledge Management Onsite team, focused

on knowledge sharing and knowledge reuse for the onsite workforce;

enhanced and expanded detached knowledge deliverables that contributed to

Solution Center efficacy and the Customer Self Repair initiative. The

results of this project helped increase remote and self solve rates.

. Developed a single access point for the call center agent training

collateral. This site enables call center agent skill development through

consolidated & consistent access to appropriate Learning and Development

training courses. This resulted in shutting down multiple instances of

content provisioning sites into one, and a much simpler process to upload

and maintain pertinent content.

. Managed a guided troubleshooting knowledge system, which provided

technical & process solution information to thousands of HP support

personnel and customers. This resulted in quicker time to solution in

addressing customer calls.

Hewlett Packard, Buffalo, NY 1998-

2001

Knowledge Author

. Authored hundreds of product support documents, which were distributed

to thousands of worldwide product support engineers and customers.

These documents were used in troubleshooting hardware and network

issues, enabling remote and customer self-solve initiatives.

Additional Relevant Experience

Hewlett-Packard, Buffalo, NY

Customer Engineer

. Delivered onsite technical support (hardware & operating system) on a

myriad of computing products (enterprise systems, PC, mass storage,

printers, plotters), and managed customer relationships to ensure high

customer satisfaction.

EDUCATION

. SUNY (State University of NY) Electrical Engineering program

. Erie Community College - AAS degree - Electronics

TRAINING

. PMI/PMP certification courses

. ESI Program Management courses

. Numerous HP hardware support courses for enterprise and commercial

product lines

TECHNICAL SKILLS

. Word, Excel, PowerPoint, Access, Outlook, SharePoint, MS Project, HP-

Unix

RECOGNITION

. HP Most Valuable Player Award

. Multiple occurrences of "eAwards" (Employee recognition award)

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