Project Manager Service

Tina M. Kling

801-***-**** • abl5v8@r.postjobfree.com

TECHNICAL DELIVERY MANAGER

Dynamic and forward-thinking senior professional with hands-on experience driving comprehensive

Information Technology initiatives that deliver vital improvements to efficiency, spending, and workplace

productivity. Recognized with multiple promotions for outstanding ability to implement high-impact changes,

with the communication skills to gain buy-in and ensure ultimate success. Valued business partner and

strong negotiator with a reputation for "cutting through the noise" to effectively assess environments and

develop sharp solutions to meet organizational needs. Repeat recipient of outstanding performance reviews,

as well as a Silver Eagle Award for excellence.

Full-lifecycle IT Project Management • IT Administration • Change Management • Business Analysis •

Strategy Development

Lean/Six Sigma Expertise • Team Leadership • Resource Allocation Process Improvement • Systems

Enhancement • Training

Customer Support/Service • Strategic Planning • Solutions Development & Implementations •

Documentation • Cost Management

PROFESSIONAL HISTORY

RIO TINTO, Salt Lake City, Utah • 2003-Present

Global leader in mining and exploration of mineral resources.

BUSINESS IMPROVEMENT SPECIALIST/SERVU PROJECT MANAGER (2006-Present)

Drive continuous process improvement across global service lines through strategic analysis of systems

and development/recommendations – team with Operations group to gather information on business

needs, as well as expectations of executive leaders. Identified and developed new practices to fill gaps,

capitalizing on and applying advanced expertise in process design/improvement methodologies. Play

lead role as Project Manager for implementations – ensure success through expert

development/execution of training delivery modules to support rollouts.

• Spearheaded global rollout of an IT service catalogue to 30K users to drive process

improvements, standardization and the implementation of service delivery management.

Overcame heavy resistance to self-service environment through development of a well-

defined and structured approach to training, communication, and cultural change management.

Led implementation of Lean process improvement initiative for North American support

groups, including IT Service Desk, Facilities Management and Accounts Payable.

Service Management Analyst (2005-2006)

Proactively analyzed existing systems to determine opportunities for improvement, then implemented new

processes across the global enterprise. Served as primary liaison for executives – evaluated KPIs, feedback

surveys, and related documentation and prepared reports that outlined areas ripe for change. Ensured

success of implementations by building strong relationships with management staff.

• Standardized IT operations by piloting initiative to introduce common processes and

support procedures on a global scale – delivered project on time and on budget.

• Generated $100K+ annual savings through creation of ITIL Foundations education program

for Shared Services group that enabled establishment of Shared Services-America and eliminated the

need for external ITIL training.

• Achieved significant boosts to quality and value-added customer service through creation

of a standardized Service Desk toolset for North America (RTSI) and Western Australia (RTSBS).

• Drove consistency through expert management of team and deliverables for project to

implement ITIL Incident and Problem Management Processes guide to both RTSI and TTSBS

business units.

• Advanced delivery of new information through development and deployment of a North

American training strategy.

SERVICE DELIVERY OPERATIONS OFFICER

Led support staff in daily activities – controlled planning and distribution of assignments, with a focus on

fulfilling all given metrics. Provided training and guidance to Salt Lake City support staff in pivotal role as

Regional Team Leader. Partnered with colleagues to analyze support group processes and implement

targeted internal process changes.

• Optimized network services for 100 countries and 60 business units as main point-of-

contact/coordinator on initiative to deploy vital Active Directory and multi-faceted Remote Access

solutions.

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• TINA M. KLING • Page 2 • abl5v8@r.postjobfree.com

T-MOBILE/OMINPOINT, Colorado Springs, Colorado • 1998-2003

Cellular telecommunications provider

INFORMATION TECHNOLOGY ADMINISTRATOR – Tier 1, 2 & 3 Support

Spearheaded all aspects of administration (planning, budgets, design through to testing, rollout, training,

and support) for deployment of telephony systems in multiple call centers.

• Prepared for and enabled strong response to growth by providing infrastructure build-outs

for six 800-seat call centers.

Played key role as contributor to implementation team that handled migration of 3

domains in multiple states.

Ensured smooth transition from project to operations phase through development of

curricula and delivery of training sessions to all new employees.

EDUCATION & TRAINING

Bachelor of Science in Business Administration (In progress), Western Governor's University

Prince 2 Practitioners Course • ITIL Service Manager Training – Pink Elephant

Six Sigma – Kennecott Utah Copper • Front Line Leadership Program – Rio Tinto

CERTIFICATIONS

Prince 2 Project Management • ITIL Service Manager • ITIL Incident, Problem and Service Desk Practitioner

Service Catalog Foundations – New Scale • Lean Six Sigma Green Belt

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