Manager Management
Resume:
CHRISTINE HAYDEN
Ham Lake MN 55304
Phone: 763-***-****
Email: *******@***.***
SUMMARY
Experienced Director of Quality with expertise in managing ISO 9001 program. Excel in consistently
driving quality with the ability to interface across different levels of the organization. Insightful thinker
with outstanding planning and process skills. Proficient in the following:
• • •
Documentation Training Driving Quality
• • Quality Experience
Conducting Audits Scheduling
CAREER HISTORY
WOOD GROUP FIELD SERVICES, INC. – Fridley, MN 2008 – 2010
Director of Quality 2008 – 2010
Responsibilities included creating ISO documentation and making sure documentation was reviewed and
approved by management, training office and field personnel on quality program, gathering and reporting
metrics, ISO Management Representative Duties, working on cross organizational sub teams, and other
various tasks assigned from Vice President.
• Created quality program for Corporate Field Services Division to keep multimillion dollar customer.
• Calculated, analyzed and reported monthly quality metrics to President, Vice President and
department managers tracking timeliness and root cause issues allowing them to create corrective and
preventative actions.
• Created training presentations for field and office personnel and held training sessions as required.
• Audited field and office procedures and processes.
• Participated on sub team to create one standard process for all Corporate Field Services Divisions
making it easier for upper management to understand what issues were occurring.
UNISYS CORPORATION – Roseville, MN 1998 – 2008
Program and Process Manager 2006 – 2008
Responsibilities included making sure SOX documentation was reviewed and approved by management,
gathering and reporting metrics, ISO Management Representative Duties, working on cross
organizational sub teams, and other various tasks assigned from Director of IT.
• When Sarbanes-Oxley (SOX) management contact left company, seamlessly took over the role for
the organization and completed all activities necessary to pass the audit.
• Calculated, analyzed and reported monthly quality metrics to Director of IT and department managers
tracking timeliness and root cause issues allowing them to create corrective and preventative actions.
• Calculated, analyzed and reported monthly Outsourcing Vendor metrics to Director of IT, department
managers, and the Outsourcing Vendor Account Representative, allowing the organization to go back
to the vendor and raise the bar on quality and productivity.
• Created SharePoint portal page for ISO results and links to documentation for all of the organization
to utilize.
• Created a new web page for organization using SharePoint portal that included links to who the
organization was, products the organization developed, relevant employee information, and
individual departments in the organization for a one stop shopping approach.
• Participated on sub team to create one standard process for using Clearquest in the Corporate IT
organization making it easier for upper management to understand what issues were occurring.
• Participated on sub team to update Webtime reporting standards across the whole Corporate IT
organization resulting in a more concise, easier process for tracking time spent on projects.
ISO Management Representative 2005 – 2008
Managed the ISO audit program for the Service Operations & Knowledge Networking IT organization.
Duties included those of the ISO Audit Manager plus setting up the external audits with the outside
auditing organization, organizing and running quarterly quality council meetings.
• Worked with the managers to make sure that they had all the documentation that they needed for the
audits and any other issues that came up.
• Consolidated departmental level documents into four organizational level documents, creating a
common way of progressing through the Software Development Lifecycle Activities, and reporting.
• Participated on team to test and implement new Proquis reporting system resulting in all the
organizations of the company using the same tool for documentation.
• Scheduled External Audits and acted as guide for the audits.
• Promoted to Program and Process Manager.
ISO Audit Manager 2003 – 2005
In charge of coordinating, conducting and participating in internal audits for the organization, maintaining
and updating ISO documentation, and training internal auditors.
• Trained existing auditors in the new ISO 9001:2000 standard in order to prepare for and achieve re-
certification to new ISO standard.
• Co-trained 23 new internal ISO auditors in the 9001:2000 standard to fill positions vacated due to
transfer of previous auditors to other job roles.
• Participated in external audits resulting in re-certification to the ISO 9001:2000 standard for the
organization.
• Promoted to ISO Management Representative when recommended for position by ISO Management
Representative who was leaving the company.
ISO Internal Auditor 1999 – 2003
Job duties consisted of conducting internal audits, documenting processes for department.
• Created department process and procedure documentation to prepare for ISO 9000:1994 certification.
• Conducted internal audits of departments in organization to prepare for external ISO certification.
• Participated in external audits to achieve ISO 9000:1994 certification.
• In response to ISO finding, created report to track backlog of service requests and monitored report
making sure that SR's did not become overdue.
• Promoted to ISO Audit Manager when departing audit manager recommended me for position.
Application & Architecture Analyst 1998 – 2003
Primary responsibilities include design and development of server code.
• Designed and developed a web based application allowing department to decommission a legacy
application, releasing server space and saving the company money on maintenance of the old system.
• Updated and modified a Visual Basic call tracking application to meet customer needs and wishes,
increasing customer satisfaction.
• Co-created process for new on-call procedure based on experience from a previous job.
• Documented and trained analysts to take over job responsibilities when transferred to a different
department.
Christine Hayden Page 3
CH ROBINSON – Eden Prairie, MN 1995 – 1998
Programmer Analyst
• Created and revised programs for Transportation Company.
• Designed database tables for implementation.
• In charge of keeping the Voice Response Units up and running.
APPLIED SYSTEMS – Bloomington, MN 1992 – 1995
Programmer Analyst
• Provided object-oriented design, programming and implementation support to the customer billing
system, written in C++.
• Prepared test plans and data, and user documentation for customer billing system.
• Problem-solved hardware issues with fault-tolerant hard drives.
EDUCATION
Bachelor of Arts, Computer Science – Augsburg College, Minneapolis, MN – 1992
Minor in Business Administration
CERTIFICATES
ASQ Certified Quality Auditor (ASQ-CQA)
Web Developer Certificate – North Hennepin Community College, Brooklyn Center, MN – 2003
ADDITIONAL COMPANY SPONSORED TRAINING
• •
Six Sigma White Belt ISO 9001:2000 Auditor Refresher
• •
ISO 9001 Training Auditing Concepts Applied to the
• ISO Internal Auditor Training Implementation of Sarbanes-Oxley 404
• •
ISO Department Training Sarbanes-Oxley Act Update
PROFESSIONAL DEVELOPMENT
• • •
SharePoint Portal Cobol Project Management
• • •
Proquis SQL Effective Team Leadership
• • •
ISO 9001 Microsoft SQL Server Management Courses
• • •
SOX Microsoft Access Virtual Team Leadership
• • •
RUP Oracle Turning Problems into Opportunities
• • •
Visual Basic C++ Dealing with Conflict
• •
Java, Jscript WebIntellegence
AWARDS
• Received Quality Award of Excellence
• Received internal company reward for ISO documentation work
• Achieved Internal Auditor Certificate upon completing ISO Internal Auditor Training
• Received Achievement Award of Excellence
• Achieved award for readiness for new millennium due to efforts to make sure programs would not
stop running on January 1, 2000.
Contact this candidate