Project Manager Customer Service

Patricia C. Petersen, PMP

***** *. ***** ******* ( Overland Park, Kansas 66213

913-***-**** (Home); 913-***-**** (Cell) ( *****.*.********@*****.***

PROJECT MANAGER - Information Technology

Solutions-focused, energetic senior professional PMP certification and a 20-

year history of driving technology teams and efforts to success through

expert leadership of high-visibility initiatives and confident management

of IT operations. Instrumental in planning and implementing focused

strategies to ensure timely completion of projects, with a solid technical

knowledgebase that ensures smooth implementations and optimal use of

resources. Reputable for utilizing strong financial analysis and management

skills to determine feasibility and control costs.

Project Lifecycle Management ( Team Building & Leadership (Virtual/Onsite)

( Strategic Planning

Budget Preparation & Management ( Policy/Procedure Development &

Administration ( Needs Analysis

Systems Development ( Software/Technology Upgrades & Implementations (

Financial Analysis

Data & Telecommunications Management ( Executive Collaborations ( Staff

Management

Process Improvement/Automation ( Vendor Management ( Customer Service

PROFESSIONAL EXPERIENCE

COMMERCE BANK, Kansas City, Missouri ( 2009-Present

PROJECT MANAGER

Direct and drive start-to-finish stages of high-priority initiatives -

partner with key associates (stakeholders, managers, and project team

members) to define requirements, allocate resources, and schedule and plan

each phase. Ensure optimal use of funds and time by collaborating with

project sponsors to determine/revise budgets and schedules. Communicate

progress and brainstorm issues by leading regular status meetings.

< Improved efficiency and streamlined processes by piloting an upgrade

of image-based back-office software (Exceptions Return Items

Processing) that required operating system conversion from COBOL to

Microsoft.Net, as well as database transition from Pervasive to SQL.

< Enabled less-costly, paperless transmission of images to the Federal

Reserve through leadership of an initiative (concurrent with above) to

deploy Image Exchange software.

< Delivered online data/image viewing capabilities for Retail Lockbox

customers through expert management of teams implementing new

infrastructure and software, which also provided data sourcing to a

3rd-party application.

SPRINT (through COMSYS), Overland Park, Kansas ( 2006-2008

INFORMATION TECHNOLOGY PROGRAM/PROJECT MANAGER

Led all aspects of IT projects, holding final accountability for on-time

delivery and fulfillment of expectations. Operating in a matrix management

environment with virtual teams, delivered weekly status reports (using MS

Visio, PowerPoint, and Project) that included risk identification and issue

updates and resolutions.

< Boosted Sprint's support capabilities through direction of build-outs

for multiple call centers that included implementation of Cisco IP

Telephony.

< Played key role in success of simultaneous, cross-country facility and

personnel relocations by leading IT-related transition projects,

including identification of hardware and software that needed to be

migrated or decommissioned.

GOLD BANC CORPORATION, INC., Overland Park, Kansas ( 1999-2006

INFORMATION TECHNOLOGY MANAGER/PROJECT MANAGER (2003-2006)

Spearheaded establishment, planning, and development of IT operations,

controlling a $5M budget and department policies, procedures, and

strategies. Evaluated needs and determined priorities of individual

business units as part of effort to modify and improve technology

systems for corporate enterprise running 200+ applications. Managed

all technology-related vendor relationships.

Continued...

PATRICIA C. PETERSEN ( Page 2 ( *****.*.********@*****.***

GOLD BANC CORPORATION, continued

< Ensured optimal success through strategic design of new IT group -

built a strong, 21-member team of engineers, developers/programmers,

technicians, help desk staff, data and telecommunications personnel,

business continuity experts, and Internet/Intranet designers.

< Generated $50K annual cost savings through upgrade to Wide Area

Network (WAN) circuits that boosted efficiency and redundancy.

< Played key role in decision-making and strategy development as member

of the Information Technology/Operations Steering committee, which

included executives and senior-level managers.

< Expertly managed complex build-out of Bank's Technology Center, which

included relocation of 208 employees and more than 150 servers

(including infrastructure) within a tight, 9-month "design-to move in"

timeframe.

INFORMATION TECHNOLOGY PROJECT MANAGER/TELECOMMUNICATIONS DIRECTOR

Gold Bank, Kansas Division (2001-2003)

Drove planning and execution of IT initiatives from start to finish -

developed project budgets, schedules, and timelines to ensure efficiency

and on-time delivery. Served as liaison to IT/'operations Steering

Committee, communicating status of projects to stakeholders across the

company.

< Directed and ensured on-time delivery (within budget, scope, and

schedule) of a high-impact, $1M network redesign and information

security implementation project.

< Improved efficiency of communications by positioning bank onto a

single telephone platform system that enabled 4-digit dialing and

included a shared voicemail system.

< Reduced costs by $10K/year by conducting annual telecommunications

audits, which led to consolidation of telephony lines.

ADDITIONAL HISTORY

GOLD BANC CORP, Overland Park, Kansas ( 1999-2006

CUSTOMER CONTACT CENTER MANAGER/TELECOMMUNICATIONS MANAGER

Gold Bank Division (1999-2001)

< Achieved 100% resolution rate as head of Contact Center staff handling

an average of 3,000 calls per month.

< Optimized spending through strategic selection of vendor for a new

telecommunication system utilized by both the Contact Center and for

Operations personnel.

CAREER NOTE: Previous roles include Senior Business Analyst and Collections

Unit Manager for Citicorp, and Branch Manager for Boatmen's Bank.

EDUCATION & CERTIFICATION

Bachelor of Business Administration

University of Missouri, Kansas City, Missouri

Project Management Professional (PMP)

Project Management Institute (PMI)

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