Project Manager Management

NORBERT GERLACH

*** ****** ****** *******, ** *7652

201. 248.5384

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

PROJECT MANAGER

Information Technology professional with proven success in project

management and customer support software development in BMC Remedy. Detail-

oriented, results-driven, hands-on manager with experience working as a

team leader. Diverse talents include application and internal training,

technical writing, and mentoring.

Expertise in:

- Project management - Resource management

- Application training - System architecture & design

- Software development and implementation - Pre-Sales IT support

- Trainee mentorship - Documentation

PROFESSIONAL EXPERIENCE

General Manager

SPRI, LLC 2009 to

Present

An Internet consulting enterprise

. Providing Conversion Architecture Platforms, Paid Advertising, Organic

Search Marketing, Email Marketing, and Web Analytics solutions.

Project Manager / Technical Consultant

Enterprise Management Solutions, Inc.

2006 to 2009

A Service Process Management consulting enterprise

. Co-developed streamlining plan to make the software delivery process more

effective. Conceptualized alternative business process designs and

activities.

. Performed business process analysis and development activities using

Remedy ARS 7.x-based product offerings.

. Performed monitoring and control functions for company clients during

customizations and upgrades.

. Produced project plans, test scripts, documentation and conducted weekly

meetings, QA.

General Manager

SPRI, LLC 2003 to

2006

A Service Process Management consulting enterprise

. Performed business process analysis and development activities using

Remedy ARS-based 6.3 product offerings.

. Developed a two-way communication ticket transfer mechanism for the

bidirectional outsourcing of Help Desk ticketing at Credit Suisse/First

Boston on ARS 5.1.2.

. Customized Remedy Help Desk for Ernst &Young, Lyndhurst, NJ

. Identified and implemented changes to the Help Desk application to

satisfy the need for simplified ticket submission, nightly data transfer,

SQL data access, and an altered Email submission process for BAE Systems,

Reston VA.

. Implemented changes to a multi-vendor outsourcing environment. FCG,

Nashville, TN.

. Upgraded the existing Radio Shack, Fort Worth, TX 4.0 Remedy system to

the version 5.1 ARS Engine

Managing Consultant

Predictive Systems

1997 to 2003

A consulting enterprise for network management systems

. Led a team of six and managed custom client projects for Remedy-based

product offerings through the entire lifecycle.

. Created internal Career Development program. Retained employees by

providing training to write functional designs, give presentations, and

conduct application development.

NORBERT GERLACH

201. 248.5384

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

. Earned company approximately $15,000 via internal development. Managed

the ongoing internal effort for the design and implementation of modular

programming enhancements to product offerings.

. Rescued a stumbling project suffering design and implementation problems

for Comdisco. Consolidated the design and implementation of a custom-

developed Help Desk and Inventory application, integrating with Remedy's

applications and Micromuse Netcool.

. Saved Bloomberg L.P. $25,000 in licensing and maintenance fees for their

Remedy Help Desk application. Led the team that set up, customized, and

implemented the application with SQL data retrieval and integrated it

with Micromuse Netcool.

Senior Integration Engineer

RISC Management 1995 to

1997

A Service Process Management consulting enterprise

. Executed projects using the JP Morgan Problem Management Application and

Remedy ARS.

. Managed team of 2 to support internal client base with business analysis,

application development, SQL data retrieval, and customer support

services.

Lead Engineer

Ascom/Timeplex 1990 to

1995

Multiplexer Manufacturer

. Managed departmental Customer Support staff team to provide problem

resolution for the Field Service Organization in support of the company's

TimeView Network Management System (NMS).

. Reduced the existing backlog of reported troubles by 50% within 3 months

by developing an in-house work assignment and tracking system for

internal Client base.

. Increased internal problem turnaround and reporting accuracy by

integrating the Remedy Action Request System 1.1 into the NMS through

extensive C API programming.

. Managed the operations of the Product Test and Evaluation Group, a team

of 7. Developed and scheduled tests, organized and set up product test-

bed configurations, and reported to management. Position required hands-

on hardware and software use.

AWARDS

. Awarded the Timeplex - Award for Outstanding Contributions for quickened

test setup, execution and accuracy.

. Attained the Bankers Trust Company - Group Award for Excellence for

eliminating the incorrect dismissal of fund managers by uncovering and

correcting data errors in the graphics presented to Account Managers.

. Earned client-nominated Bankers Trust Company - Project Excellence Award

for the development and integration of an in-house-developed graphics

tool and relational database.

. Received the Citibank - Service Excellence Award for reducing the

processing time of an existing Equity Transaction ( ET ) system from 24-

hours to "1 hour and 59 civilized minutes."

TECHNICAL SUMMARY

- Remedy Action Request System (7.x) - Remedy Mid-Tier

- Remedy SLM

- Remedy Service Desk - Remedy Change Mgmnt - SQL

- Micromuse Netcool Omnibus Integration - SMARTS

- MS Project, Word, Excel, Visio and PowerPoint

EDUCATION

BS, Computer Science New York Institute

of Technology

Project Management Certification County College of

Morris[pic]

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