Project Manager Management

JON SOLDAN, MSIS, PMP

**** * ***** **** *** West Valley UT, 84120

801-***-**** *********@*******.***

KEY SKILLS

Communication, narrowing gaps between business and IT, portfolio

management, KPI metrics definition and reporting, people management,

requirements specifications, training/mentoring, vendor management,

building/maintaining key relationships, earned value, information systems

management, change control, and business process management.

EXPERIENCE

StayWell Interactive

2009 - Present

SENIOR IT PROGRAM MANAGER

Primary relationship owner of entire business unit, manage $1.4M annual

client development budget, project portfolio, billing, ongoing maintenance,

production support, hosting, system upgrades, code deploys, process

improvement, testing environments, lead project team of 3 developers, 1

software architect, 1 QA analyst, and 1 implementations manager.

. Leading $1M redundant data center build out

. Built strategic relationships with key client executives and

management teams

. Led 20+ production code deploys and system rollouts

. Designed and implemented a project management information system

(PMIS) in MS SharePoint that was elected to be used as the PMO

standard. Consulted PMO team members on best practices and rolling out

their sites.

University of Utah - David Eccles School of Business

2010 -

Present

ASSOCIATE INSTRUCTOR - OPERATIONS AND INFORMATION SYSTEMS

Graduate level (MBA, PMBA, and MSIS) project management instructor/mentor.

Course topics include: estimating, communication, MS Project, 9 knowledge

areas, PMIS, 5 process groups, EVM, organization types, and PMI

certification.

Galileo Processing

2008 - 2009

PROJECT MANAGER - TECHNICAL OPERATIONS

Managed operational workflow and project portfolio(s) for a team of 5

operations analysts, 3 DBAs, 2 network engineers, and 2 IT analysts, acted

as primary interface/liaison for Operations group, drove process

improvement projects, coordinated change management and code deploys with

cross functional teams, company SME for PM tools and methodology.

. Created and published a Technical Operations service catalog (based on

ITIL framework)

. Successfully implemented operations service management

process/methodology to implement accurate and precise estimating,

capacity planning, reporting, quality planning, and training.

PROJECT MANAGER - IMPLEMENTATIONS

Managed large scale implementation projects (internal and external), all

vendor relationships, procurement processes/projects, and collateral

management process flow

. Managed procurement project to seek out and weigh potential ID

authentication vendors in order to improve customer experience by

implementing knowledge base/out of wallet verification system

. Developed project planning processes and templates to migrate project

management team from a solely project schedule methodology to a

complete project management methodology (charter, scope, change

control, communications, and closure)

. Led integration efforts to estimate internal development costs and

resources required to support card imaging, evaluated sellers,

presented business case to senior management, and managed the

implementation

Verizon Wireless

2005 - 2008

PROJECT MANAGER/CONSULTANT - PROCESS TEAM

Supported 6,000+ FTE as the West Area project lead and SME for all customer

service initiatives related to desktop systems, sales ops support, call

handling, and legal processes. Created cross functional core teams to

manage all process rollouts/updates from initiation to closing. Conducted

focus groups, feedback sessions, deep dives, and retail visits to seek out

and implement process improvements.

. Developed and managed ONE-BILL program reengineering project -

successfully reduced executive escalations, transfer rate, and repeat

caller rate by 50%

o Reengineered call transfer process to cut out unnecessary transfers

to vendors and put a direct priority line in place for transfers to

VZ Communications from VZW

o Developed a relationship manager screen pop up for all accounts

enrolled in the ONE-BILL program to remind front end employees to

handle account accordingly and initiated an offline team to resolve

executive escalations

o Updated training material for the entire enterprise and directly

rolled out to all WA CS Supervisor team (500+) and indirectly to

entire WA CS team (6,000+)

. West Area CS project lead for new partnership with Qwest as an

authorized agent of VZW service and BOBO (bill on behalf of) partner.

o Created management plans and identified major deliverables for top

down planning

o Decomposed major deliverables with core team and managed work

package/activity execution

o Milestones included: knowledge base/reference material updates, F2F

and online training programs, CTI/ISX transfer system, escalation

process, call volume forecasts, and FTE projections

PROJECT COORDINATOR - PROCESS TEAM

Managed miscellaneous projects from HQ and West Area management related to

billing systems, usability, and project documentation. Point of contact for

all escalated billing issues submitted by Customer Service (600

issues/month).

. Implemented "DIMOND" web application for reporting and managing

billing issues

o Gathered requirements from end-users and partnered with developers

for implementation

o Conducted UAT and training/feedback sessions

. Successful individual contributor to key deliverables of the

"OneSource" project

o Planned and executed a conversion of enterprise wide active

reference material into new central repository, applying

standardized content modeling, metadata, and writing styles

o Inventoried and recorded taxonomy on current reference material

Discover Financial Services

2000 - 2005

ACCOUNT MANAGER

Managed 120+ days delinquent accounts, conducted skip/trace work to

reestablish customer contact, and negotiated to bring accounts to current

status.

CERTIFICATIONS AND PROFESSIONAL ASSOCIATIONS

. Project Management Professional (PMP) - PMI (Project Management

Institute)

. Certified Associate in Project Management (CAPM) - PMI

. Microsoft Certified Technology Specialist (MCTS) - Managing projects

with MS Project 2007

. ITIL v3 Foundations Certified (IT Service Management)

. PMI, PMI Northern Utah Chapter, PMI Information Systems Specific

Interest Group (ISSIG)

. Information Mapping Certified - Creating/maintaining successful policy

and procedural documents

EDUCATION

University of Utah

. Master of Science in Information Systems - David Eccles School of

Business (3.8 GPA)

. Bachelor of Arts in Economics

. Business Minor - David Eccles School of Business

ADDITIONAL SKILLS

. Software and Language Proficiency:

o Project, Access, Excel, PowerPoint, Visio, TrackIt, WSS, MOSS,

Oracle, SQL, PHP, MySQL, Active Directory, SQL Server, HTML, Hyper-

V, Linux Command Line, Solr Search Server, Virtualbox, NetBeans,

Project Server, ProModel, Windows Server, VMWare Player, IIS, Weka,

Wireshark, SLES, Ubuntu

. Methodology/Miscellaneous:

o Scrum, business intelligence, ERDs, DFDs, virtualization, network

security, OOP, data warehousing, TCP/IP, use-cases, TQM, data

mining, ITIL, PMIS, and SDLC (Agile, Waterfall, Iterative, XP,

etc.)

. Fluent in Portuguese

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