Project Manager Customer Service
Resume:
Roxanne Howard
Georgetown, TX 78628
**************@*******.***
Summary:
Project Manager with 10+ years of experience in Global Product Development
and IT Services.
Instinctive ability to prioritize work, track and deliver projects on time
and within budget.
Cultivate superb working relationships with customers, vendors, management
and coworkers.
Professional Strengths
Customer Relationships Vendor Management
Training & Coaching Peers
Timely Problem Resolution Global Experience
Change Management
EXPERIENCE INCLUDES:
KGS Austin, TX 2009-2010
Project Control Manager, PMO
Worked in the PMO to determine project requirements, scope, planning,
development and implementation of a multi-billion dollar project to
integrate Custom-Off-The-Shelf-software (COTS) with legacy software
systems. This project is to update the program for Veterans Healthcare
Claims Processing for Purchased Care. I developed and maintained the master
schedule, allocated resources both locally, nationally and with Third Party
vendors. I also established communications across business lines, regions
and support teams. Identified conflicts and offered resolutions whenever
possible. Proactively managed changes to the project scope and schedule.
DELL Corp. Round Rock, TX 2007-2009
Global Services Client Implementation PM
Responsible for all project activities related to providing Global Client
Services for large scale deployments
(up to 40,000 seats).
Managed project team members, including Vendor installation partners.
Worked closely with Sales Team to define project scope and Statements of
Work, in order to meet and exceed customer requirements.
Resolved customer issues in a timely manner.
*Q1FY09 Quarterly Initiative Award for training peers without being
asked
*Consistently in Top 5% of deployed seats for the quarter and year,
for 2 years
*100% Satisfaction from Customer Surveys for FY09
DELL/TEK Systems Austin, TX 2005-2007
Proactive Field Services Project Manager
Responsible for Large Corporate Service projects for Fortune 500 companies,
including recalls and major HD or MB replacements.
Managed server and storage issues to resolution while maintaining Customer
Satisfaction.
Met or exceeded SLA requirements for Platinum Accounts.
Managed Service Providers and Third Party Vendor relationships.
*Developed the whole unit replacement process for special
circumstances.
*Top 10% PM Productivity
ORACLE Corp. Austin, TX 2003-2005
Sr. Business Implementation Analyst
Directed all phases of Global IT deployment projects from conception to
completion.
Prepared all formal Scope, Risk Analysis, SOW (Statement of Work)
documents.
Facilitated cross-functional, multinational teams.
Acted as Single Point of Contact for all project activities.
Developed and maintained Master Schedule for all projects.
Managed the work of all project team members.
*Stationed in Hyderabad, India and Bangalore, India for
special Global projects
*Managed virtual teams
*Reduced hosting set-up time from 45 to 10 days
SEITEL Solutions Houston, TX 2002
Operations Program Manager
Managed all Operations-related programs for a startup company which sold
seismic data globally.
Developed processes and procedures for offices in Houston, TX and Calgary,
Canada.
Managed remote project teams.
Performed intake and prioritization functions for all projects from both
offices.
Developed and maintained Master Schedule for all projects globally.
*Reported to V.P. of Technology and Global Operations
*Managed technical personnel in Houston, TX office
*Developed all formal training and associated materials
CROSSROADS Austin, TX 2001-2002
System Test Program Manager
Managed System Test Lab for the subcontractor of a major router
manufacturer
Scheduled all resources including, personnel, hardware, software and lab
space
Developed and maintained Master Schedule for all projects
Performed capacity planning for 2 test labs
*Program Manager for 3000 sq. ft. lab expansion
*Reported to the V.P. level
DELL Corp. Round Rock, TX 1992-2001
Program Manager, Online Site Operations
Managed, documented and drove to completion all projects in support of
www.dell.com.
Coordinated all activities to get applications through Software Development
Testing, Q.A. Testing and final release to Production.
Examined all System Test Plans for completeness and methodology.
Managed remote project teams.
Represented DELL Online in meetings with other Business segments (Tax &
shipping, Leasing, Customer Service, etc).
*Manager of technical personnel (DBA, Sys. Admin, etc.)
*Managed development of proprietary software used within the
department
Project Planner; Enterprise Product Test Lab
Planned, coordinated, tracked all project activities associated with the
Enterprise Product Test Lab.
Lead risk assessment and risk reduction meetings with other departments.
Managed all workflow and resource allocation for Enterprise projects.
Initiated ECOs (Engineering Change Orders).
Managed Change Control within the lab.
Developed and reviewed BOMs (Bill of Materials) for completeness.
Reviewed all Product Test Plans for completeness and methodology.
Established and facilitated Core Team meetings (cross-functional teams).
*Managed quarterly budget for the department
*Reduced test time by 25%
Project Planner; OptiPlex Peripherals
Supported peripheral development for desktop LOB (Line of Business), from
Development through Release (RTS) for US and international regions (EMEA,
Asia-Pacific, etc.)
Facilitated cross-functional team meetings, including international teams.
Coordinated development and release of hardware and software projects with
other LOBs (Dimension, Latitude, etc.)
Single point of contact for all projects supported.
Wrote ECOs, developed BOMs, managed Change Management requests.
Liaison for external suppliers regarding technical issues
Trained new project managers
*Supported more commodities than any other PM
*Helped develop and write the formal OptiPlex Engineering
Development Process for DELL
Project Manager; DELL Plus
Managed all aspects of custom integration projects, from start to
Production Release.
Initiated all ECOs and developed all BOMs for projects..
Interfaced with other departments and managed third-party vendors.
Liaison with other departments; Sales, Engineering, Procurement,
Manufacturing, etc.
MOTOROLA Seguin, TX 1983-1987
Manager; Circuit Assembly Line
Supervised circuit assembly line for Electronic Engine Control units for a
Big Three
auto maker; from parts preparation through assembly, testing and shipment.
Employed Statistical Process Control and Six Sigma methodologies
*35 direct reports
*Co-authored Level I Statistical Process Control training,
the first formal SPC training at Motorola
*Developed training materials for Level I SPC training
Education:
B.A. Texas Lutheran University Seguin, TX
Professional Training includes: MS Office software, MS Project, Project
Management (PMI custom training at DELL-levels I and II), Interactive
Management
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