Project Manager Customer Service

Dawn R. Thomas

Saint Ann MO *****

Cell 314-***-****

************@*****.***

Professional Profile

SUMMARY

Dawn is an information Technology professional with 10 years of industry

experience. She has a BA Computer Science and is PMP certified. While

working for MasterCard she was responsible for managing teams up to 15+

contractor/employees within desktop services/data center for 4 global

locations within MasterCard International. While working for the Federal

Reserve Bank of St. Louis she was responsible for successfully managing 20+

small to medium size projects in every stage of lifecycle process in the

Center For Online Learning.

Skill # Years Used Last Used

Desktop Project Management 4 11 months

Planview Enterprise 3 11 months

MS Project 5 Current

MS Project Server 1 Current

MS SharePoint 5 Current

Windows Environments (Server and Desktop 5 Current

95-2007)

MS Operating Systems(Server 2000-2003, XP, 10 Current

NT)

EXPERIENCE

Federal Reserve Bank of St. Louis, St. Louis, MO Project Manager

(02/2010 to Present)

Contracted through Apex Consulting

. Manage a portfolio of a minimum of 20 small to medium projects from

original concept to final production as well as adherence to strict TPM

documentation guidelines

. Create and maintain all project plans and supporting documentation

including: project charter, project schedule, communications management

plan, scope management plan, budget and status reports

. Manage large, complex customer relationships, responsible for all phases

of projects of a highly complex nature and acts as a single point of

contact for those projects

. Prioritize requests and manage projects to meet target delivery dates,

develops detailed work plans, schedules, status reports, project

estimates, and resource leveling

. Communicate with and present to stakeholders, sponsors and cross-

functional teams process mapping, budgeting and timeline

Conduct business process analysis, strategy development and documentation

. Oversee, guide and coordinate supporting project resources to prioritize

activities and ensure that project design and development is consistent

with objectives and within the established requirements

. Learn new software skills as required (as technology changes) and

provides technical and analytical leadership

. Coordinates, reviews and reports on project defects as well as developing

the testing process when needed

. Environment: MS Office Suite (Word, Excel, Access, Project, PowerPoint,

SharePoint) MS Project Server, Planview, CFS, Oracle, Rapid Development

Software, Lotus Notes

SAVE-A-LOT, St. Louis, MO Project Coordinator

(02/2009 to 11/2009)

Contracted through Technisource Inc.

. Successful project tracking with MS Project/SharePoint for a nationwide

payments system upgrade for approximately 600 privately owned retail

stores.

. Business requirements for pre/post upgrade to ensure a successful and

timely upgrade to PCI Security compliancy standards.

. Track and report budget performance objectives through Microsoft

SharePoint Technologies.

. Create business process for tracking strategies and organization system

for retail systems management upgrade within a cross functional

atmosphere.

. Maintain effective integration management throughout the life cycle of

the project as well as for day to day operational support.

. Schedule nationwide upgrade for technicians geographically as well as

ordering, tracking and shipping equipment to needed locations.

. Ensure all pre-qualification needs are met and post operation survey is

met.

. Follow up with installing technical engineers and Instructional designers

to ensure timely delivery.

. Attend business holder meetings required for benchmarking current project

status.

. Organize data collection, developing quality control procedures, and

conduct statistical analyses for future project deliverables and risks

with minimal supervision.

. Environment: MS Office Suite (Word, Excel, Access, Project, PowerPoint,

SharePoint) TCP/IP, SNMP, Broadband and TMN, Micro-trax Payments Systems,

PCI Security Compliance Standard

MASTERCARD INTERNATIONAL, St. Louis, MO

Global Internal Project Manager/Desktop Team Manager

(06/2006 to 03/2009)

Direct vendor through Wipro Inc.

. Project management and documentation coupled with team management 15+

contractor/employees within desktop services and data center including

coordination for 4 global locations within MasterCard International.

. Develop, train and motivate engineering team to complete all set tasks

. Developed and maintained Desktop SOW and SOP contracts as well as

centralized knowledge base.

. Achieved Performance Winner in 2007 Global Operations for bringing the

SLA (Service Level Agreement) from a 92.4% to a 98.9% within 30 days and

maintaining it above 98% for the duration of my position

. Supported over 5000 customers worldwide 25/75 Laptop to Desktop Ratio

with 3000 customers locally based in two locations

. Proactively identify risks and executes mitigation plans as well as

resolution execution

. Influenced on demand for computing resources and business strategy for

level 1-3 Desktop support including local, remote and off-shore customers

. Managed Altris Total Management Suite roll out from previously used SMS

Utility for software packaging and push

. Organized and managed local and remote PC laptop/desktop upgrade for 1200

customers, proactively keeping the customer satisfaction rate at 99.4%

. Organized and managed Norton Antivirus upgrade from version 13.0 to 15.0

as well as MasterCard's VPN software

. Interviewed, Hired and terminated Data center operations staff, which

installs, maintains, monitors, analyzes, and troubleshoots Sun

Microsystems data center equipment and software including but not limited

to back-up tapes, mainframe software, hummingbird exceed, Toad and

Oracle.

. Reported to management the status of all events per the escalation

procedures. Hire, review, and terminate non-management Technical

Engineers. Planned, directed and coordinated daily activities of a

department/group/team, local and 3 remote locations.

. Hosted meetings wrote and implemented new policy procedures to maintain

ISO compliancy, ITIL infrastructure base.

. Defined and created daily, weekly and monthly service delivery reviews

with metrics with a monthly average of 3000 tickets, as well as

projecting future goals and requirements and presenting them to business

clients and peers off-shore and on-shore

. Created and implemented Service Improvement Plans as well as risk

assessment with stakeholder/business owner reporting.

. Resource allocation for all project deliverables met needed expectations

for scope, quality, cost, timing, and business objectives.

. Developed Hardware and software vendor management relationships as well

as Asset Management services for Purchasing

. Environment: MS Office Suite (Word, Excel, Access, Project, PowerPoint,

SharePoint, Outlook) Planview Enterprise, TCP/IP, SNMP, Broadband and

TMN, VPN, IP Softphone, Blackberry, Lotus Notes, Crystal Reports, Oracle,

SQL Server, Siebel GEM, Remedy, Altiris, SMS, Microsoft Operating

Systems(Server 2000-2003, XP, NT), ITIL Change Management, Cisco Layer 2

and 3 devices, Mainframe, TOAD, Hummingbird Exceed, Norton Antivirus

PEOPLE AND PROCESS MANGEMENT, St. Louis, MO

Customer Relationship Manager

(05/1999 to 11/2004)

Direct hire to all positions

. Responsible for day to day activities for management including but not

limited to; Candidate selection, hiring and Termination of staff, peer

review and resource needs

. Influences on demand for marketing and business strategy

. Strong customer service skills coupled with team strategy and capacity

planning

. Financial recording, budget forecasting and administrative office

management

. Maintaining employee records and HR documentation for all employees

. Creation and maintenance of business process and documentation

. Streamlined sales and marketing processes and worked to improve customer

service, loyalty, and retention

. Environment: MS Office Suite, Marketing, Customer Service support

software, Payments Software, Accounting Principles, Purchase Ordering,

Accounts receivable software, Accounts Payable software, Business Ethics/

Team Dynamics

EDUCATION

AS/BA Computer Science, ITT Technical Institute, Earth City, MO

Associate of Science, Central Texas College, Ft. Hood, TX

CERTIFICATIONS

Certified PMP

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