Customer Service Project Manager

JOHN R DRAKE

**** ******* ******, ***** **** TX *7479 ( 832-***-**** (

*********@********.***

SUMMARY

Certified Project Manager with 15+ years of experience in project,

personnel and scheduling management within the software industry, shipping

industry and United States Military. Strengths include management of

employees, project development, personnel coordination, scheduling,

training, and positive trend development. Ability to interact effectively

with individuals and teams at all levels. Excellent managerial,

interpersonal and organizational skills.

PROFESSIONAL EXPERIENCE

Employer Confidential

Project Manager Apr 10 - Present

. Responsible for the planning, execution, monitoring & closing of a

US$29MM project by organizing and coordinating 34 different workgroups

for the project.

. Managed and led the development of the project team, project charter,

launch documents, summary charters, workgroup status reports,

stakeholder matrix, project schedule, meeting schedules & closure

documents.

. Utilized standard Project Management business tools and knowledge

areas to produce a viable and realistic project, coordinated between

three groups and approximately 50 personnel.

Engineered Spiking Solutions

Manager Oct 09 - Apr 10

. Responsible for all short term operations, planning and success of the

organization.

. Trained all managers on how to manage all projects and ensure company

engineers are utilized appropriately. Ensured that all managers

properly coordinated the project schedules, project meetings, and

issue resolution programs. Trained managers on how to identify and

analyze systems requirements, site requirements, and deliverables.

Coordinated project activities and ensured all project phases were

documented appropriately.

. Reduced field labor expenses by 30% and implemented a program that

would provide employees with medical coverage, increasing labor costs

by only 4.3%, culminating in a savings of approximately 14%.

. Responsible for 2010 expected revenue increase of 40%

. Designed and managed building of skids for spiking of hazardous

chemicals ensuring that the design platform allowed for no leakage of

chemicals.

. Instituted a training program for new engineers that reduced the

training time from five weeks to three weeks.

Wonderware Mobile Solutions Sep 07 - Aug

09

Project Coordinator and Training Regiment Developer

. Coordinated all IT projects and ensured company engineers were

utilized appropriately. Compiled project status reports, coordinated

project schedules, managed project meetings, and identified and

resolved technical problems. Identified and analyzed systems

requirements and defined project scope, requirements, and

deliverables. Coordinated project activities and ensured all project

phases were documented appropriately.

. Increased personnel utilization by 40% and revenue 182% over a 12-

month period by re-prioritizing engineering site schedules and the

development of additional training regimens for the engineers.

. Developed & wrote two, 180-page, editions of the software training

program training workbook for the Superuser training course that

certifies customers on the IntelaTrac Software.

. Maintained the server room, its hardware and the main cooling system.

Primary on-call person for the server room.

. Managed the accountability and logistics of hardware utilized by

internal personnel and for sales demonstration kits.

. Safety and Medical point of contact. Ensured that office personnel

were aware of all safety aspects for the office, maintained all

emergency medical equipment and ensured employees remained current in

their medical training.

Britton Consulting May 07 to Sep 07

Disaster Recovery Consultant

. Evaluated and recommended changes to customers' Network Systems.

These recommendations involved all aspects of the Failover

requirements for their hardware and software needs, focusing on the

expansion and compatibility of the customers' product, applications,

servers, business purpose, end users, overall network use and

requirements, database status, responsible personnel, setup of

expanded production and staging servers, and timeline development.

. Designed Disaster Recovery Programs based on regulatory requirements

to include developing disaster recovery priorities, hurricane

preparation order, outage durations, and utilization of external

hurricane plan resources.

P&O Nedlloyd/ Maersk, Jul 00 to May 07

Customer Solutions Lead

. Trained U.S. E-Commerce Booking Customer Service Representatives in

the implementation, marketing, promotion and troubleshooting of

International E-Commerce utilities, websites and computer systems,

such as INTTRA and NAVIS.

. Volunteered to head the E-Commerce pilot program resulting in an

INTTRA bookings increase of over 400%, which allowed for almost

complete elimination of overtime in the customer service department by

reducing telephone traffic by 15%. After the pilot program, conducted

support training to the supervisors, technicians, and customers.

. Trained all new Export Coordinators. Responsible for coordination

between multiple facilities to ensure that complete routing and

shipment of import/export products for U.S. arrived properly and in

compliance with all stateside and overseas regulations. Consulted with

Hazardous Materials Group to ensure safe delivery of hazardous

chemicals, explosives and commodities to include proper stow locations

aboard vessels.

. Trained overseas employees on U.S. customs, courtesies and behavioral

practices, working extensively with the Indian, Asian and European

markets.

Senior Project Team Lead (International)

. Implemented the booking, tracking and accounting system (named FF4),

bringing the company above industry standards. Responsible for

successful integration and completion of the FF4 change over from the

test environment to the production environment for operational use by

over 11,000 personnel, utilizing only 92% of the total budget.

. Executed the implementation of Export side of the Repository Computer

System in India and England with responsibility for crossover of the

Business Data Repository system for all customer service

representatives worldwide. This was the system responsible for

providing all historical data to the FF4 system.

. Responsible for the international export segment projects planning and

goal determination phase, execution phase, exit phase and production

implementation support, utilizing Test Director Ticketing Program for

the testing phases.

. Managed the programming team for the development, testing and

troubleshooting of an integrated internal and external customer

service computer program for ordering, execution, and tracking of

international shipments.

Electronic Data Interchange (EDI) and Operations Customer Service Lead

. Monitored and implemented EDI messaging and systems communications

between terminals, depots, railheads and regional offices to help

ensure tracking of all customer products and assets were accounted

for. Monitored all EDI system interfaces to ensure proper

communication between shipping lines, railheads, and truck lines to

ensure that SQL reports were accurate and transmitted properly.

Coordinated with the programming groups to review inaccuracies and

correct the discrepancies.

. Developed, approved and integrated the trucking plans and rates for

inter-modal movement for U.S. Southern Region and West Coast group.

Reduced annual operating costs by 22%.

U.S. Army National Guard Jan 01 - Apr

07

Pilot: Turbine Single Engine, VFR and Instrument Rated Helicopter Pilot-In-

Command

. Pilot and Commander for 25 Army Pilots; Liaison between pilots and

ground crew. Made certain that pilots were accounted for, given their

mission assignments, attended their briefings, completed their

training and flew their missions. Back-filled for any grounded pilot,

took responsibility for their air and ground errors, maintained 100%

accountability during command. Kept all pilots current on FAA

publications and NOTEMs (Notice to Airmen).

. Senior Battle Captain, Tactical Operations Center. Coordinated the

training operations and movement of 60 or more aircraft and 120 or

more ground vehicles in a real-time operation and ensured that all

systems were operational during training activities through the

computer program Falcon View. Ensured that the Falcon View program

was operational and when system crashes occurred, liaisoned between

the technicians and the commanders/ pilots.

. Managed/controlled training and operations for 58 ground personnel for

the 1/149th Aviation Battalions' III/V Platoon, Signal and Electronics

Platoon, and Military Intelligence Platoon.

. Assistant Training Coordinator for the restructuring and

reorganization of Higher Headquarters Command, ensuring that all 120

personnel were assigned, trained and current on restructured

deployment work requirements.

. Trained aircrews and ground personnel on Communications/Intelligence

Assets and Safety Operations for preparation of training missions and

deployments. Monitored and coordinated all communications,

allocations, distributions and use of communication devices and

materials.

. Designed/wrote welcome CD for injured soldiers and their families

arriving at Fort Sam Houston, utilizing Dreamweaver and Microsoft

Publisher.

TECHNOLOGY / SKILLS

Project Management Institute PMP Certified July 2009, MCITP Certified, MSSP

Certified, MS Office 2007, Microsoft Project 2007, CRM, SharePoint, Expert

Sign Language Interpreter and Instructor (ASL and SEE), Spanish (basic

conversation), Secret Security Clearance (expires May 2015), OSHA HazWoper

40, TWIC endorsement, C-TPAT Certified, Haz-Mat Certified. Earned 26

Military Medals, 6 Badges and 1 S.O. Combat Patch.

EDUCATION

American Intercontinental University (B.S., Information Technology)

(Graduated Magna cum Laude) Nov 05

Palmetto Military Academy Leadership School (Second Lieutenant, U.S. Army

Graduate, 6th in Class) Aug 02

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