Project Manager Customer Service

BACKGROUND SUMMARY

Certified Project Management and ITIL Professional with a history of

successfully delivering enterprise-class projects on time and within

budget. Key competencies include:

. Leadership, corporate diplomacy

. Budget, resource, and risk management

. Fostering cross-functional teamwork

. Charter development and requirements gathering

. Simultaneously managing projects with multiple technologies

. Containing costs, principled negotiating, and problem solving

. Leveraging Project Management Best Practices

PROFESSIONAL EXPERIENCE

LANDS' END, Dodgeville, Wisconsin

A leading Internet and phone retail sales company with $2 billion in annual

revenue.

Project Manager/Business Analyst - Technical Services 2001 - 2009

Subset of Accomplishments:

. Managed development of business resumption plans

. Managed implementation of remote business process access

. Led implementation of SOX compliant security logging appliance

. Led anti-virus enterprise software selection

. Led Green initiative to reduce energy consumption

. Developed project charters, resource and budget estimates

. Led database system software upgrades

. Led business process recovery analysis

Database/Data Warehouse Administrator 1988-2000

Subset of Accomplishments:

. Technical lead for implementation of data warehouse

. Established service delivery workflows

. Created and leveraged database Quality Assurance environment

. Led database team to 97% customer service satisfaction rating

. Implemented database systems, monitoring, and productivity tools

. Performed process performance and availability analysis

. Lectured nationally, internationally, and published technical

articles

STATE OF WISCONSIN, Madison, Wisconsin

Department of Industry, Labor, and Human Relations

Database and Resource Chargeback Administrator,

Database Developer 1985 - 1988

. Established and maintained chargeback capability using KOMAND

software

. Managed database environment providing a high degree of

availability

. Performed database development

PUBLICATIONS and PRESENTATIONS

. Conducted an ethics workshop for Lands' End business interns, 2008

. Authored book From College to Career - Making a Successful

Transition to the Corporate World. 2007.

www.fromcollegetocareer.com. Edited by Linda Taylor Bustamente

. Authored article Implementing a Data Warehouse - 5 Steps to

Success, DB2 Magazine, Volume 2, No. 2, 1997

. Authored article DB2 for MVS and Parallel Processing in a Data

Warehouse: Here Today, Here Yesterday, IDUG Solutions Journal,

Volume 3, Number 2, 1996

. Presented Large Query Success Stories at the DB2 Intl Users Group

Conference, Miami, Florida and at the Inaugural Asia Pacific

Conference, International DB2 Users Group, Sydney, Australia. 1995

. Co-authored article Decision Support at Lands' End - An Evolution.

IBM Systems Journal, Volume 33, No 2, 1994

EDUCATION AND CERTIFICATIONS

. Certified ITIL Foundation Service Mgmt Professional # 00142599

. PMI Certified Project Management Professional PMP # 1291584

. Certificate of Achievement - Project Management, Villanova

University

. Sun Certified Web Component Developer

. Sun Certified Java Programmer

. IBM Certified Solutions Expert for DB2 UDB

. Certified Associate Business Continuity Professional

. BS - Management, Cardinal Stritch College, Milwaukee, WI

MILITARY - Marine Corps, Honorable Discharge

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