Manager Customer Service
Resume:
SANDRA OZOG
Farmington Hills, Michigan 48331 *****@*********.***
CAREER SUMMARY
Results-driven Information Technology Program Manager with B.S. Mathematics
& Computer Science and more than 15 years full project system life cycle
expertise in a Fortune 5 company. Highly skilled in customer service and
relationship management. Accomplished Program Manager with great technical
and business depth. Broad IT background. Progressed up the ranks from
direct hands on programmer, business analyst into project management and
supervisory roles. Demonstrated problem-solving and interpersonal skills
with the ability to resolve difficult situations under adverse conditions.
Excellent leadership skills with a noted reputation for delivering high
visibility critical projects on time, within budget and surpassing goals by
setting priorities, effectively planning and organizing with persistent
follow through.
AREAS OF EXPERTISE
* Project / Program Management * Business Systems
Analysis
* Systems Development / Implementation * Web Based Software
* IT Service Management * Infrastructure
Deployment / Support
PROFESSIONAL EXPERIENCE
Freelance IT specialist/website consultant
2007 - Present
Consult, design and implement small business websites. Manage web projects
from concept to delivery.
Direct business owner interface to define requirements. Attention to
usability and quality assurance testing to meet customer expectations.
Creating web pages that are appealing, functional and effective.
THE FORD MOTOR COMPANY, Dearborn, MI
Product Development Quality Program Manager 2001 - 2007
Delivered multiple, concurrent, robust IT solutions globally via the System
Development (SDM) and Project Management (PM) Methodologies. Excelled
under conditions of extreme time / budget pressures. Provided consistently
high levels of customer satisfaction and cost savings in Ford's top
business priority - quality.
. Assembled, guided and mentored a large cross-functional, multi-national
IT technical team (India and USA) from original concept to implementation
of the Balanced Single Agenda for Quality web based application
(JAVA/J2EE/Oracle) satisfying all customer requirements on time and
within budget.
o Developed a collaborative relationship with the multi-level business
partners, documented business requirements, facilitated definition of
the business case and procurement of capital funding.
o Managed the scope, program specifications, budget, timeline, project
plan, documentation, security and controls, SOX requirements, coding
and testing from inception through to launch and on-going production
support. Developed detailed work plans, schedules, resource plans and
status reports.
o Launched several major releases under urgent need to bring on all
critical global customers with over 5,000 users. Each release
followed SDM and PM procedures.
o The system increased quality levels (as published in syndicated JD
Power and Associates) and resulted in significantly reduced costs to
the company.
. Managed a technical team of 8 in efforts to develop / enhance and support
the 6-Sigma software suite, coordinating both in-house developed and
vendor purchased applications (IGrafx and Minitab), providing 6-Sigma
participant's additional functionality while achieving millions of
dollars in savings annually.
o Lead IT analyst in high-level Deployment Director and User Group
meetings providing program status report outs, input and feedback, and
win-win solutions for their tool sets.
o Managed priorities, scope, risks, and change control ensuring
deliverables were aligned with the Corporate Office's vision and five
year plan.
PD Global Test Operations and IT Account Manager (SPOC) 1997- 2001
Managed a cross-functional team to plan, procure and implement the
initial infrastructure setup of computer rooms / labs, servers, PCs, UNIX
workstations, printers / plotters, and network for the newly formed
Solution Delivery Group as Ford centralized IT. Provided on-going
program and account management and operational systems support for all
internal customers as single point of contact.
THE FORD MOTOR COMPANY, (continued)
. Drove the simultaneous ramp up / down of several new IT buildings
involving thousands of personnel moves, procuring / installing new
hardware/software and unique developer environments. Successful program
management resulted in receiving special recognition for keeping employee
down time to a minimum and meeting each building's launch timing
objectives.
. Directed IT infrastructure implementation via program management for the
Auto-xchange joint venture with multiple automotive manufacturers keeping
essential security / controls in place.
. Set budget, defined the support model, staffed / managed a team of 32
support specialists performing ongoing help desk and systems support to
13 IT buildings.
. Negotiated and issued over $8 million in all IT and PD computer hardware
maintenance contracts with five vendors, streamlining and realizing
significant cost savings.
Supervisor of C3P / Technical Support Services 1995 - 1997
Led special task force to establish TSS technical direction
recommendations.
. Created and managed the IT infrastructure development and implementation
plan initiating transition from in-house developed Product Development
Graphics System ( PDGS ) to the company's first vendor purchased CAD /
CAM / CAE / PIM production system, reducing cost with industry standard
systems.
Corporate Design Worldwide CAD / CAM / CAID Supervisor 1989 - 1995
Managed the planning, set up and support of global Corporate Design's
Computer Room, mainframes, CAD workstations, Primenet network, Data
Collector administration and NC Scan / Mill, Paint System and other
specialty proprietary hardware / software.
. Directed on-going systems support for USA, Italy, Japan, and England,
providing a stable environment with 99% uptime.
. Implemented and supported worldwide Corporate Design studies improving
quality of surface release.
N / C (Numerical Control) Development Engineer 1983 - 1989
Primary Numerical Control technical business analyst / developer of CAD /
CAM scan / mill / draft / microfilm and data communication systems.
. Gathered/documented business requirements for and then designed and
developed technical N / C software for perspective and engineer drawings,
logo and emblem design, auto-dimensioning for Package Engineering, data
communications protocol between machines and many other N / C
applications.
. Performed full life cycle technical functions of Business Analyst,
Solution Architect, Programmer, QA Tester, and end-user trainer both
independently and as part of a team based upon size of assignment.
. Provided technical evaluation, direction and solutions to Studio 200X
designers and engineers in developing tools for the Design Studio of the
Future, such as initiating and implementing the first sketching paint
system to help eliminate clay models that cost multi-thousands of dollars
each.
EDUCATION
Bachelor of Science, Mathematics and Computer Science,
Lawrence Technological University, Southfield, MI (graduated with
honors)
Masters of Science, Mathematics,
University of Michigan, Dearborn, MI (25% complete)
SKILLS
. Trained in Software/Project Life Cycle Management/Program Management
(Software Development Methodology Certification, Ford Motor Company)
. Experience with client relationship management with strong client service
attitude
. Portfolio Management - Application Portfolio Monitoring, Internal
Consulting
. Software: Word, Excel, Project, Power Point, Outlook, Publisher, BMC
Remedy
. 6 Sigma Green Belt Certification, Ford Motor Company
. SOX ( Sarbanes-Oxley Security) experience
. Various programming languages: Fortran, Cobol, RPG, C, C++, HTML
. Training and experience managing a Help Desk
Contact this candidate