Project Manager Customer Service

Shawn Mayhew

**** **** **** ****, **** Play, CA *5684

Phone: 916-***-**** Email: ********@*********.***

. 10 years as project manager and business analyst

. 20 years of customer service, billing, accounts receivable, leasing

and Asset Management

. Experienced in gathering and analyzing end-user IT needs, coordinating

hardware and software procurement and installation

. Masters in Management Administration

Profile:

Key Accomplishments

. Automate data collection of software assets using SMS 2003 with policies

and custom SQL reports.

. Pull together Remedy, Oracle ESS, Trip wire, Bladelogic, HP openview and

Ncircle data feeds into a comprehensive view of all assets

. Improve accuracy of Asset CMDB to 80% accuracy from 45% using multiple

data sets with different data keys.

. Implemented Altiris Asset management and Barcode products in a large

scale environment with 12,000 users and 50,000 plus assets. Train all

users on database and document. Work with vendor to improve product .

. Project managed major computerized asset management and inventory

projects. Result was location accuracy improvement from 50% to 90%

. Forecasted and tracked hardware needs for 6,500 users. Reduced inventory

from 6 months on hand to 60 days.

. Managed groups of users assets ranging from 2,000 assets to 50,000

assets, billing of assets to individual business units

. Successfully coordinated software and hardware upgrades for user groups

ranging from 12 to 6,600 users including requirements gathering from SME

(Subject Matter Experts) using JAD sessions, translating requirements

into specifications, writing user guidebook, writing technician install

guide, and management reporting.

. Managed 3 hardware deployments with a 98.5% on time hardware delivery and

savings of $200,000 on installation fees.

. Managed 35 software updates in a managed desktop atmosphere. Average time

to complete software install from receipt of software was 11 days.

. Opened and managed computer warehouse. Created and documented procedures

and conducted employee training.

. Reduced Computer incident down time from 7 days to 2 days, improving

productivity by $500,000 in one year.

Work History

California ISO, Folsom, California

Software Asset Manager May 2008 to

Feb 2010

Managed over 200 software products with a life cycle driven holistic

approach. Managed software updates to 1000 computers, speec'ing the

software package for SMS packaging. Created custom SQL queries with 3 other

data sources into a readable web report. Provide custom reports from SMS,

Remedy and Bladelogic in timely fashion to other business groups. Forecast

finance reports on software purchases. Analyzed and negotiate yearly

renewal contracts with external vendors.

Health Net, Inc. Rancho Cordova, CA

Business Systems Analyst 04/11/05 to May 2008

Administer Altiris product. Review, Test, QA, and Implement new

products, Altiris Asset Management, Contract Management, Barcode. Write

process and procedures for product. Train end users on product and conduct

group sessions on how to improve product. Create tracking reports in SQL to

show status of product and methods to fix errors shown. QA reports, fix

bugs in reports, QA them with customers and put new reports in production.

Analyze asset trends on 50,000 plus assets and provide reports to different

levels of management. Review and suggest improvements to workstation lease

initiative. Automate Imports of data from vendors like CompuCom with a FTP

directly updating Asset DB. Automate paper asset tracking methods to

electronic. Automate Billing process with a FTP import. Document all

process and provide Visio charts. Start and lead the Sacramento Altiris

User group. Speak about progress of Altiris TCO to internal and external

customers. Work with internal DBA's and developers to further extend

Altiris inventory of all machines. Manage and Train fellow workers.

Wells Fargo San Francisco, CA 7/2000 - 01/31/05

Wells Fargo Corporate Business Continuity Planning, Sacramento, CA

Vendor BCP Plan Reviewer 09/24/04 to 01/31/05

Review 145 Vendor BCP (Business Continuity Plans); analyze Vendor BCP

plans for defects and improvements. Compare Vendors BCP plan to their

contract with Wells Fargo to make sure vendor could provide their

contracted obligations. Write reports showing summary of vendor BCP plan

compared to their Wells Fargo contract and with business expectations. Work

with different levels of management to write reports and suggest

improvements. Wrote survey of services provided with fellow team members.

Private Client Services, San Francisco, CA

Release Project Manager 10-03 to 09/24/04

Manage Software upgrades in a managed desktop atmosphere. Facilitate

new software and application rollouts to the businesses unit by

coordinating with engineering, QA, UAT, Pilot testing. Effectively manage

IT cost associated with software and hardware deployments. Keep abreast of

new technology and provide hardware and software upgrade recommendations to

business units and IT managers. Analyze cost of IT upgrades and manage

vendor deliverables and activities related to technology deployment.

Private Client Services, Minneapolis, MN

Regional Project Manager 10/01 - 10/03

Create Excel User questionnaire to assess user software and hardware

needs for 6,600 users. Create database to manage user requirements and

generate installation reports to be used by field services engineers in the

installation and deployment of end-user software and hardware. Work with

upper management to verify business needs and budget requirements. Ship

hardware to end-user with installation tracking sheet to assist in asset

tracking and management. Manage project cost and report status to upper

management. Work with outside consultants to improve asset management

database and data discovery of a networked computer discovery tool (Altiris

Inventory). Design new entry forms, queries, tables and reports using

Altiris, Brio, IBM DB2, MS SQL and MS Access. Suggest improvements to

improve business speed and reduce end-user cost. Manage hardware

deployments in "on time" and "just in time" fashion. Manage technician

availability and scheduling. Manage the openings of new offices from start

to finish. Act as an advocate for the business group proponent to the

technical group in projects.

Private Client Services, Minneapolis, MN

Operation Manager 07/00- 10/02

Open and manage computer warehouse, Act as workflow coordinator for

10 States; Manage shipping of computer equipment and deployment for up to

1800 users. Manage inventory to keep 60-day supply on hand. Arrange cost

effective disposal of obsolete hardware. Maintain vendor relations with

shipping vendors and computer suppliers. Maintain asset control database of

leased assets. Help design new asset control database with internal and

external customers. Create entry forms, queries, tables and reports in

Excel, Access and Altiris. Provide excellent customer service in all

endeavors.

IBM Contracted Employee - Manpower, Minneapolis, MN

Project Coordinator 1/1999 - 7/2000

Design, create and maintain Access databases, create ad hoc reports

on the fly, receive daily work status reports, summarize and write daily

report to upper management. Write queries in DB2 DB. Provide daily reports,

track installation crews hourly status, schedule crews, provide Level 1

software support, track project inventory. Create daily, weekly and monthly

reports in Access and Excel. Maintain installation crew's inventory of

spare parts. Keep Project Manager abreast of all developments in project.

Track all finances and create monthly bills. Customers were Target, Best

Buy, M&I bank and others

OSC Training Centers Sacramento, CA

Student Teacher A+ Training& MS Office 8/1998 - 11/1998

Prepared and wrote technical study guide, teach students one-on-one,

maintain computers, printers and fax machines for three computer schools

with 80+ computers.

EDUCATION

Master's Degree 09/2002

Masters in Management Admin

Metropolitan State University US-MN-St. Paul

Certification

11/1998 A+ certified computer technician

11/1998 Small Business Computer Operator (Office 97) MOUS

OSC Training US-CA-Sacramento

Bachelor's Degree 5/1990

BA in Youth Ministry with Minor in Urban Ministries

North Central University US-MN-Mpls

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