Project Manager Customer Service
Resume:
Patricia Peterson, PMP
Alpine, UT 84004
**********@*******.*** Qualifications for Principle-Level Project
Manager
Profile
Reliable, detail-oriented professional with PMP, Six Sigma Green Belt and
Scrum certification and over 15 years of experience in program/project
management. Possesses an extensive track record of effectively directing
multiple, complex projects contained an entire product life cycle within
matrix organizations and across multiple geographic locations for SaaS, web
release, end user software and consumer products. Displays firm grasp in
PMP, Agile and Six Sigma methodologies, including Earned Value, Process
Mapping, DMAIC, LEAN, Waterfall, Critical Path, and SCRUM. Adept at
developing customer and vendor relationships as well as negotiating and/or
administering contracts. Aggressively tackles all issues/problems and
develops timely resolutions to maintain client trust and satisfaction.
Exercises outstanding abilities in managing and motivating large cross
functional teams while leading them toward to achieve targeted objectives.
Additional areas of expertise include:
Risk Management ( Account Management ( Earned Value (Quality Assurance (
Customer Service ( Human Resources
Implementation ( Operations Management ( Process Improvement ( Software
Product Lifecycle Management
Budget Management ( Pert Charts ( Microsoft Office (
Contract Management ( Vendor Relations
Selected Highlights
. Assumed and completed several key and high profile projects, some for
sensitive customers within PacifiCorp, management of these projects under
compressed schedules while adhering to Federal Energy Commission
guidelines and policies.
. Budget Management including multi-year forecasting, accrual, earned value
for $85M budget across assigned projects at PacifiCorp
. Successfully brought assigned projects in hand and back on schedule at
Sorenson Communications, established schedule, needed activities and
budget guidelines to bring new R&D project to market
. Saved Move Networks as much as $150K per month in costs (with no
interruptions in service) by spearheading the transition of older,
retained storage facilities into three consolidated warehouses, which
involved moving customer and internal data to new sites.
. Achieved a 98% retention rate through effective leadership and
motivational skills.
. Oversaw projects at Novell Inc. that supported over 50,000 unique
enterprise customers in 43 countries around the world, with annual sales
over $900M.
. Directed efforts in successfully reducing the release times of localized
software releases from 90 to 120 days (after the initial release of the
English software) to 30 to 60 days.
. Established process improvement strategies at Novell Inc. that increased
customer satisfaction and improved efficiency within engineering
departments.
Patricia Peterson, PMP
**********@*******.***
Career Track
PacifiCorp (Salt Lake City, UT)
Senior Project Manager Aug 2009 - Current
Oversees and manage multi-million dollar budgets and cross functional
engineering projects for internal and customer funded projects in a
geographically diverse environment that spans across 6 US states.
Accountable for all project management responsibilities and currently
managing a diverse set of projects; create and maintain project and
communication plans; coordinate and direct the activities of as many as
(20) internal departments including regulatory affairs, general counsel,
customer & community affairs and as many as (15) external government and
private agencies including Public Utility Commissions and other utilities
in the process of delivering assigned projects; managing a multi-year
budget of $ 85M, following internal governance, federal regulations and
project management best practices while mentoring and directing work of
contractors, junior and associate level team members.
Sorenson Communications (Salt Lake City, UT)
Senior Project/Program Manager May 2009 -Aug 2009
Oversees consumer product development projects (from conception to release)
dealing with human factors/ development/test/deployment cycles for a
globally distributed telephony and video device services for the deaf and
hard of hearing community while working within the Agile and waterfall
development paradigms . Assumes forecasting and workload planning
responsibilities for in house and 3rd party resources. Refines entrance
and exit criteria for each phase of development.
Move Networks (American Fork, UT)
Senior Project Manager Jan 2008 -April 2009
Managed projects (from conception to release) dealing with
development/test/deployment cycles for a globally distributed video
software client. Direct management responsibilities. Heads an operations
team that streams thousands of hours of video (with 50 million client
installs) and produces approximately 400 live events monthly. Directs roll
outs and releases of SaaS, web, and end user software, as well as data
center and data warehouse projects. Assumed forecasting and workload
planning responsibilities. Refines entrance and exit criteria for each
phase of development. Initiates processes for the engineering team to
deliver more reliable products within schedule.
. Created a support process at Move Networks that keyed on identifying and
resolving critical customer problems in rapid fashion as well as minimizing
down time-this process is still being used company-wide.
. Received an Employee of the Year award as well as various awards for
customer service, extraordinary achievement, team leadership, and special
project completions.
Novell Inc. - Workgroup Business Unit (Provo, UT)
Senior Program/Project Manager 1992 - 2008
Managed a team of configuration engineers and project managers and headed
the releases of regular support updates for all product lines within the
company. Direct management responsibilities for a team of 10 project
managers and engineers. Ensured that no new interoperability issues were
introduced in the release of software updates. Coordinated efforts between
engineering teams, build teams, software testing departments, third party
vendors, internationalization teams, and 3rd party developer labs. Managed
cross-functional engineering project core teams in various geographic
locations in support of the company's off shore and outsource goals. Set
standards and entrance criteria for development and maintenance projects.
Conducted post-project analysis and distributed information to internal and
external groups. Identified new tools and process improvements in order to
reduce localization costs and time-to-market.
General Dynamics (San Diego, CA)
Business Manager 1986-1992
Focused on process improvement and streamlining while serving as the
principal interface for all projects between the professional services
department (approximately 290 members) and data systems division, which
provided computer support and contract services to all other divisions of
the company. Also oversaw projects within the engineering, purchasing and
human resources departments regarding time critical reporting/input
requirements and all financial and manpower related activities. Tracked
asset acquisitions and renewed and monitored vendor contracts. Conducted
weekly and monthly project status meetings. Priced new business proposals.
Tended to compensation and employee relation issues.
. Successfully maintained company profit margins while managing an $18M
cost/profit center.
Credentials
. National University, B.S. in Finance/Human Resources
. PMP Certification 2002, Six Sigma Green Belt Certification 2009
. Scrum master Certification 2009
. Northern Utah Chapter of Project Management Institute (Member)
. Community Involvement: Red Cross Blood Drive Coordinator ( United Way
Coordinator ( Susan G. Komen Race for the Cure Team Coordinator
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