Project Manager Customer Service
Resume:
Paul Starks
Hurst, Texas 76054 abl4oo@r.postjobfree.com
Director of Project Management
Broad-based IT leader with a solid Financial Services history in
application development, infrastructure management and project/program
management. Passionate and committed to promoting great ideas, empowering
team members and enabling the implementation of valuable solutions.
Energetic and customer-centric, with proven ability to interact with key
stakeholders in understanding core business functionality and technical
needs. Strong management and technical experience across varied
technologies. Core competencies:
. People Leadership & Development
. Program and Project Management
. Software/Application Development
. Process Integration and Improvement
. Client and Vendor Relationships
. Issue Management / Problem Solving
. Governance / Compliance / Security
. Financial Budgets / Metrics
. Mergers & Acquisition
. Conversion / Systems Integration
Experience
Citigroup / Citi Cards
Director Project Management, Irving, Texas, 2007 - 2009
Directed PMO region of 18 project managers including hiring, professional
development, mentoring, budgeting, objective setting and yearly reviews.
Maintained overall project delivery for a large portfolio of projects at
various lifecycle stages. Developed project managers as strong leaders who
are accountable for project results and are collaborative with developers
and business units. Drove risk and issue detection and mitigation to enable
advanced warning and proactive intervention. Coached project managers,
changed attitudes and modified processes to improve quality compliance from
85% to 98% while maintaining project velocity and improving schedule
adherence.
IT Senior Manager, Irving, Texas, 2002 - 2007
Single face to the Oil credit card division representing ITS strategy and
solutions to satisfy business needs. Prioritized business development and
client needs with overall technology strategy. Negotiated prioritization
and managed expectations of internal clients, business partners, and IT
stakeholders. Improved client solutions through active participation with
the business in strategic planning, keeping technical knowledge and vision
in line with changing objectives. Led evolution of strategy related to
information technology.
. Led technology control, guidance, and vision for applications supporting
a $3.5 billion portfolio. Managed application development department with
a $22 million budget, 20 million accounts, and a staff of 27 business
analysts, developers and project managers across sites in 2 states.
Majority of applications were custom built, often built with interfaces
into vendor developed systems.
. Built a project management team and designed the Software Development
Life Cycle.
. Drove a massive program for development, integration, and conversion of a
major proprietary integrated financial system.
. Directed program to convert client mainframe functionality, surround
systems, interfaces and data without customer impact. Matrix
responsibility for over 150 technical, functional, vendor and business
partner resources from project initiation through close.
. Led technology sales team in RFP discovery/response, due diligence,
financial review and contract analysis for the successful acquisition of
a $1.1 billion financial system.
. Launched full-function Internet sites for customer service and billing.
. Developed billing, performance, and SLA metrics to monitor trends in
system execution. Changes netted a 40% improvement in wall time, initial
savings over $2 million and expense reductions over $1 million per year.
Paul Starks
Page Two
The Associates, Houston, Texas
Infrastructure Manager, 1997 - 2002
Managed telecom, server and desktop infrastructure for a Call Center of
over 1000 customer service representatives and administrative personnel.
Managed outsourced datacenter vendors. Implemented projects and ongoing
improvements in data and voice communications networks related to PBX
systems (Avaya), call management and tracking, IVR systems, disaster
recovery, desktop automation, and predictive dialers.
. Managed project to allow pay-by-phone using an interactive voice response
system, realizing over $1.2 million in monthly net earnings.
. Project Manager for Year 2000 testing and remediation activities for both
mainframe and distributed systems earning the company's highest award
(President's Award).
Texaco, Houston, Texas
Manager PC and LAN Support, 1994 - 1997
Created a team to support distributed systems, helpdesk, client/server
development, and database administration. Managed vendor procurement for
hardware and software. Coordinated planning and execution of the division
site move of almost 500 employees, including network design,
communications, servers, PCs, and voice systems.
Project Manager / Developer 1990 - 1994
Project Manager / software developer for the delivery of a full-function
commercial credit card system. The system was eventually used as the
standard commercial card system for most major oil companies.
Technical Skills
Platforms and Tools: Microsoft Word, Excel, PowerPoint, MS Project, Access,
Visio, SQL, C, DB2, Oracle, SQLServer, QMF, Lotus Notes, COBOL, PL/1, SAS,
IMS, CICS, OLTP, JCL, Panvalet, Infoman, JCL, CLIST, ISPF panels, IBM
Mainframe, Omegamon, PGP, NDM, FTP, TCP/IP, IVR, Telephony, POS Networks,
Sharepoint, Planview, PMBOK, SDLC. Taught DB2, SQL, IMS and CLIST courses.
Education
Masters - MBA, Finance, University of Saint Thomas; Houston, Texas
BBA - Management Information Systems, Harding University; Searcy, Arkansas
PMP Certification, Project Management Institute
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