Project Manager Customer Service
Resume:
Jay C. Kristensen, MBA, PMP [pic]
Helena, MT 59602
***********@***.***
Personal Statement
I am a Certified Project Manager with 8 years IT Project Management
experience. I have acted as project manager and requirement analyst for
over 30 infrastructure, integration and software projects through the full
development life-cycle. I have worked small, simple projects up to large,
complex projects; stand alone applications to enterprise wide information
systems. All projects have been delivered on-time, within budget, and with
zero defects attributed to requirements. Technologies I have worked with
are:
Amdocs CRM J2EE
Amdocs OSS IBM WebSphere
Oracle 9 MetaSolv OSS
Oracle 10g INTEC OSS
Oracle Financial IBM Mainframes
Middleware Software SUN Mainframes
Skills
Leadership Planning
I have lead teams of 2 - 40 I have developed plans for
individual in developing application development and
enterprise wide applications; in installation, computer hardware
customer service roles; in implementation/enhancements,
marketing company products. All increasing sales, and training
of these teams have produced programs. All of this planning
positive outcomes which include an produced an efficient, on-time
increase in sales and a decrease outcome that has benefitted the
in backlogged orders company's bottom line.
Process Efficiencies Problem Solving
I have taken defined and undefined I have taken on "problem" projects
processes and through process which were in jeopardy of missing
methodologies I have improved their implementation date.
efficiencies. These improved Through creative thinking and
efficiencies translated to quicker creative action, my teams were
turn-around time, less errors and able to bring the projects in
greater productivity. on-time and within budget.
Professional Affiliations
Project Management Institute Professional Risk Managers'
(PMI) International Association (PRMIA)
Work Experience
Cook/Baker (03/2010 - Present)
Perkins Restaurant & Bakery, Helena, MT
Salary: $8.50/hr
. Cook for breakfast and lunch
. Bake pies, cookie, and muffins
. Preparation work for days offerings
. Manage daily inventory of prepared food
. Ensure prepared food meets 72 hr projects
Project Manager (11/2008 - 04/2009)
Department of Health and Human Services, Helena, MT
Salary: $63,000 annually
. Project manager for 3 projects: two of the projects were in concept
phase and one was in procurement phase
. Acted as representative to State of Montana Project Management Office
Advisory Board
. Tracked vendor process on during testing phase
. Analyzed test cases for completion
Project Manager (Mar 2001 - Aug 2008)
AT&T, San Ramon, CA
Salary: $52,000 - $62,000 annually
. Delivered application integration project creating an interface
between Amdocs OSS and MetaSolv OSS to reduce data entry
. Delivered project that took a single server application to an 8
server, 3-tier application using WebSphere, J2EE, Amdocs CRM, and
Oracle 10g so as to meet 30 year projected growth
. Delivered data warehouse solution to meet 10 year storage requirements
while providing manageable storage entities
. 100% of projects were brought in on time and within budget
. Zero defects attributed to requirements
. Lead/managed teams of 2 - 40 employees and/or contractors
. Managed projects through full SDLC
. Managed hardware project through full development lifecycle
. Acted as central point of contact with all project stakeholders
including functional managers, directors, product managers, and
executive leadership across the enterprise
. Gathered and defined project requirements
. Gathered and defined project estimates
. Reviewed project deliverables
. Defined project scope and objectives
. Developed detailed project plans, schedules, estimates, resource plans
and status reports
. Determined staffing requirements and built project teams
. Provided work direction and leadership for assigned projects
. Provided technical and analytical guidance to project teams
. Facilitated project meetings
. Drove project tracking, analysis and reporting processes
. Monitored and audited project processes, milestones and critical dates
. Identified, assessed, created and managed project risk management plan
. Assessed variances from the project plan, gathered metrics, and
developed/implemented changes as necessary to ensure projects remained
within scope and were delivered on-time, within budget and met quality
objectives
. Conducted formal reviews with business sponsors at project completion
to confirm acceptance and satisfaction.
. Managed the integration of vendor tasks
. Tracked & reviewed vendor deliverables
. Participated in the development of best practices, project standards,
procedures, and quality objectives -- including metrics for assessing
progress.
. Collaborated with other project teams to coordinate interdependencies
and issue resolution
. Acted as Vendor Manager for Williams communication and their
usage/batch files
M&P Process Manager (Aug 2000 - Mar 2001)
AT&T/Advanced Solutions, Inc., Dublin, CA
Salary: $52,000 annually
. Process Manager for Data Operations Center and Circuit Provisioning
Center
. Analyzed and researched polices and processes used via interviews and
documentation reviews
. Implemented improvements to increase efficiency and productivity
. The efficiency and productivity of the Data Operations Center and
Circuit Provisioning Center increased 85% with 45% declined in DSL
backorders
As Escalation Manager
. Managed orders for DSL through multiple proprietary software systems
and networks that were escalated to executive management
. Lead/managed 10 escalation manager
. Coordinated with customer the dispatching of installation/repair
technicians
. Followed up to ensure customer satisfaction
. 100% of orders I managed were brought to successful resolution
. Escalated DSL orders decline by 65%.
Education
Master of Business Administration - Leadership (Sept 2000 - Dec 2003)
John F. Kennedy University, Orinda, CA USA
Bachelors of Arts - Psychology (Sept 1990 - Jun 1994)
Bachelors of Arts - Literature
University of California at Santa Cruz, Santa Cruz, CA USA
Certification
Project Management Profession (PMP) (January 2010)
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