Manager Project

Don Knox

abki6q@r.postjobfree.com

Summary

Dedicated professional with a Bachelor's Degree in Management, a Master's

Degree in Project Management and Project Management Institute certified.

Expertise in Transition, Infrastructure, Hardware and Software

Consolidation projects, Escalation Management, Customer Service, and

Marketing Support. I thrive in a fast-paced, dynamic and client focused

business centric environment. I have a successful track record in:

. Key member of team establishing PM and PMO operating procedures,

requirements, key document templates, and executive reports.

. Project managing matrixed teams, service delivery management, and

executive interaction .

. Experience in leading multiple projects simultaneously through Project

Life Cycle.

. Reputation for meeting and exceeding objectives in a timely and cost

effective manner.

. Exceptional risk management and risk mitigation skills.

. Experienced in vendor management and service delivery working directly

with internal and external clients, service providers and customers.

. Experienced 1st Line Manager responsible for customer satisfaction,

cost, and scheduling.

. Established Critical Situation Manager position responsible for

RESOLUTION of customer problems and issues to the customer's

satisfaction working across functions with marketing, management,

support and operations.

. Six Sigma Green Belt Lean Certified.

professional experience

Project ManageR

CDI IT

Transition Manager, IBM SMB

. Consolidated and standardized hardware and software in a company

merger.

. Established a Disaster Recovery site as well as installed

monitoring tools to ensure health of IT center at primary IBM site

for external customer.

. Implemented software monitoring tools at multiple customer sites.

. Deputy Transition Manager on the Philips Medical Account.

IBM

Transition Manager, MSS

Transition Manager for the IBM Mass Storage Services Division for both

external and internal storage solutions at IBM locations and customer

sites, and a variety of internal IBM infrastructure projects, as well

as:

. Key member of team establishing PM and PMO operating procedures,

requirements, key document templates, executive reports, etc.

. Responsible for conducting technical reviews of solutions,

requirements and contracts with both internal and external

stakeholders to verify all requirements are understood and costs

are accurate.

. Responsible for developing, updating project plans, ensuring

project is completed on time and within scope, managing change

control, risk mitigation planning, and presenting project status to

key stakeholders.

. Key member of team establishing PM and PMO operating procedures and

requirements.

. Worked extensively with customers, technicians, Server

Administrators, Delivery Project Executives, Network

Administrators, and Account Executives, both local and remote, for

successful completion.

Project Manager, IGS

. Key member of team establishing PM and PMO operating procedures and

requirements.

. Key member of team established to develop future vision of IBM

portfolio management tool.

. Team Lead over 17 Project Managers with varying levels of

experience.

- Developed Excel spreadsheet to track trending of workload for

the Project Manager Dept. while handling multiple medium

sized projects.

- Mentored 17 Project Managers on issues / resolutions

impacting their projects.

. Managed projects and assignments including:

- Marketing IBM Project Management skills and methodologies to

external customers.

- Providing Project Management workload tracking at

organization/department levels.

- Served as Subject Matter Expert for Education Report Committee

(recommended/tracked training courses).

- Developed standard processes for end-to-end project life cycle.

HELP DESK MANAGER

1st Line Manager, Customer Help Desk, IGS

. Managed 45+ Contractors, and 10 IBM personnel.

. Responsible for maintaining and improving customer satisfaction,

meeting SLO's and SLA's for J&J and Rational accounts.

. Worked with IBM HR to resolve all employee concerns and issues for J&J

and Rational accounts.

. EO, AA representative and Education Coordinator for all Boulder based

IGS Help Desks (300+ personnel).

1st Line Manager, Customer Help Desk, NSO

. Successfully managed project to migrate 2 large customer Help Desks to

IBM Boulder (Avaya and Lucent).

. During migration and transition to Steady State served as Project

Manager, Escalation and Duty Manager for the same 2 customer help

desks, 24x7.

. After transition to Steady State was completed promoted to Customer

Help Desk Manager over the same customer Help Desks (server hardware

replacement and repair-7+ personnel, and hardware (EU) laptop/desktop

replacement and repair - 20+ personnel).

. Designed, implemented and managed Dedicated Offshift Support for

accounts.

. Supervised and mentored 3 Associate Project Managers, and 2 Escalation

Managers.

. Managed 15 external service vendors (including GTE and ATT) to ensure

performance met or exceeded customer expectations and contractual

obligations (99% satisfaction rate) nationwide.

. Designed, wrote and trained help desk and escalation procedures.

Education

Project Management Institute Certified

MS, Project Management, Colorado Technical University, Denver, CO

BS, Technical Management, Regis University, Boulder, CO

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