Project Manager Customer Service

KIMBERLY D. HESKE

**** ********* ? Fort Worth, TX 76110

Cell: 817-***-**** ? Email: *******@*****.***

information technology professional

EXECUTIVE SUMMARY

Insightful, results-driven Information Technology Professional with notable

success directing a broad range of programming initiatives while

participating in planning, analyzing, and implementing solutions in support

of business objectives. Excel at providing comprehensive system analysis,

information security, risk management, internal audit, and full cycle

project management. Hands-on experience leading all stages of system

development efforts, including requirements definition, design,

architecture, testing and support.

PROFILE

Accomplished IT professional demonstrating extensive familiarity of working

in fast paced, time sensitive managerial positions with demonstrated

ability to multi-task and meet stringent deadlines with limited budgets

Strong record of achievements in critical infrastructure management,

application design and building architectural standards, technical support,

training, configuration and testing, customer service and support

CORE COMPETENCIES

. System Design, Analysis & Improvement

. Application Management

. Integration & Testing

. Technology Evaluation

. Architecture & Infrastructure Design

. Process & Procedure Enhancement

. Security & Risk Management

. IT & Operational Audits

RECENT EMPLOYMENT EXPERIENCE

cONSULTING, Fort Worth, TX

2008-2010

Senior Business Analyst/Project Manager

Self Employed

Major Client: Boykin Industries. Review of major business practices,

Project Plan for Dissolution of Partnership and Distribution of Assets.

VerizonWireless, Lewisville, TX

2000-2008

Senior Member IT

4 Indirect Reports

High profile IT professional charged with sustaining continuous interaction

with all members of IT, business departments and vendors in conjunction

with evaluating 4,000 cases per year, with personal portfolio of 1,500

cases.

. Spearheaded the executive IT reporting and analysis of IT operations

for major corporation with 36 call centers, 1500 retail locations,

10,000 indirect retail locations, 6 data centers, and a logistics and

billing system that handles over 60,000,000 customer accounts.

. Executed extensive evaluations of all IT outages to include initial

assessment, problem and gap identification, cross functional analysis,

recurring problem analysis, implementation of short term and long term

solutions, and analysis of all IT support center data.

PrimeCo, Westlake, TX 1997-

2000

ITSC Business Analyst

Senior business analyst recruited to conduct executive IT reporting and

causal analysis for all IT and vendor IT systems for this startup phone

organization. Gathered and examined 3,000-10,000 cases per month, IT

contracts as needed, generated all TLA and SLA scores and reports.

. Organized cross functional analysis that required interfacing with all

IT and PrimeCo departments, operational modeling, identification of

problem areas, data mining, analysis on demand, and recommendations

for enhancement.

PREVIOUS EMPLOYMENT EXPERIENCE

CSC - Lockheed Martin, Fort Worth, TX

Consultant

People Computing, Nacogdoches, TX

Owner

Heske & Associates, Houston, TX

Owner

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Arts - MIS Equivalent Rice University, Houston, TX

PROJECTS

IT Operational Consolidation - reduced 11 Data Centers to 3 Tier 1 and 3

Tier 2 Data Centers

Billing System Consolidation - reduced 7 Billing Systems to one Billing

System

Retail System Consolidation - reduced 7 Retail Systems to one Retail System

Call Center Consolidation, Network Consolidation, IT Support Center

Consolidation, Change Control Consolidation

Wrote requirements and worked with design Team for Availability Application

to handle outage data and Availability Reporting Requirements

Consolidation of IT Applications from 500+ to 150 Major Applications

Designed metrics and operational models for VZW IT Operations

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