Project Service

Objective:

Obtain a leadership position in a services provider industry. I have

extensive experience in customer problem management, program management,

leadership and team building skills from my 27 years of experience at IBM.

WORK HISTORY:

02/07 - 02/09

IBM - Project Office Resolution Team Leader:

Resolve Client Satisfaction issues in critical situations. Responsible to

project manage multiple situations concurrently to closure with high

customer satisfaction. Communicate with client executives to understand and

document conditions of satisfaction. Facilitate meetings to define and

document action plans, assign owners and track progress. Coordinate onsite

resources, special tools, software fixes, engineering support and

equipment. Ensure processes were followed and databases were updated.

Communications with the client executive throughout the engagement until

the situation has been resolved to their satisfaction.

07/06 - 01/07

IBM - Product Development Team Leader:

Responsible to project manage the release of a new product. Provide access

to project information, review area requests/requirements, interlock

schedules, assign tasks, define dates/deadlines, run meetings, review area

status, drive team to meet schedules, risk assessment and mediation,

escalate issues impacting program, submit capital requests, project

documentation reviews, define expectations for team communication,

maintain the team room database, drive program issues to closure. Ensure

all processes are followed. Create presentations and report program status

to management.

.

02/06 - 06/06

IBM - Test Lab Equipment Coordinator:

Responsible for test lab equipment change requests and asset management.

Coordination of equipment availability to support product schedules.

Acquisition of additional equipment from other areas as needed. Schedule

and coordinate equipment moves, power/cabling changes with facilities

maintenance and test teams. Manage and track assets for audit compliance.

12/02 - 01/06

IBM - Technical Support Marketing Specialist:

Create a Technical Support Plan to support the announcement of a new

product. The support plans address Technical Education, Solutions

Assurance, Technical documentation, Services Offerings, Briefing Center and

Trade show equipment. The Technical Support Plans provided marketing and

sales teams required documentation and education needed to position and

launch a new product into the market.

07/02 - 12/02

IBM - Advanced Manufacturing Process Development Manager:

Manage a manufacturing department to provide input early in product

development.. Responsibilities included hiring a team, people management,

departmental budget, creating new processes, staff and department meetings.

Our mission was to ensured manufacturing issues and concerns were

addressed with focus on use of common parts, complete subassemblies from

suppliers and overall manufacture-ability to reduce product costs.

Defined, developed and tested manufacturing processes for ease of use.

05/00 - 06/02

IBM - RMSS RAS Development Manager:

Provided leadership and direction to an engineering team that develops

tests and supports service documentation for IBM SSG tape products world

wide. Responsibilities include completion of all personnel management

duties, post General Availability support and ensure quality deliverables

for new products. Ongoing communications with Service Planning, Product

Field Engineering, Program Managers, Product Test, Field Service, Hardware

and Micro code development teams, Project Office, Marketing and Product

Manufacturing. Ensure process are followed and the department is audit

ready

.1997 - 2000

IBM - National Product Coordinator:

Responsibilities included interfacing with Service Planning and Field

Services on issues affecting product quality and performance, Field Service

education/skills, Customer satisfaction, program coordination, Y2K tracking

and their impact on product service delivery. Conference calls with Area

Management, Technical Support and Clients regarding service delivery and

product performance, as well as development of plans with Business

Partners, Field Service and Clients to identify equipment and coordinate

replacement of early life product failures. Project Leader for the Multi-

Availability Services contract at HealthPartners of Southern Arizona.

Responsible for total integration of the services solution, coordinating

efforts between multiple sites, vendors and IBM resources to ensure a

smooth transition and increased customer satisfaction. Provided support to

the CSO group to identify and track completion of IDACs enabling resolution

on billing exemptions.

1989 - 1997

IBM - Account Customer Engineer:

Provide on-site service and support to IBM customers, including the sales

and implementation of services contracts. Responsible for total account

management and customer satisfaction on IBM and/or OEM equipment.

Facilitated Branch Office education addressing new program roll-outs.

1982 - 1989

IBM - Manufacturing Department Technician:

Worked in circuit board manufacturing and assembly. Performed maintenance

and repair on automated assembly equipment. Compiled department data and

lead a manufacturing team in meeting departmental quotas and quality

requirements.

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