Project Manager Customer Service
Resume:
William M. Kelly
Madison, WI ***11
****@*******.***
Summary
Bill is a seasoned Information Technology Manager with demonstrated
leadership skills in technical and business environments. A results
focused manager with the ability to integrate strategic goals with
technology for maximum business value, Bill has a wide variety of practical
project experience ranging from Software Package Evaluation to Selection
and Installation to the successful management of custom software
development. A proven leader, Bill has managed projects ranging to $5M.
. Quality Assurance
. Package Software Selection (RFI, RFP) and Installation
. Application Integration
. Vendor Management
. Systems Development Life Cycle
. Project Management
. I.T. Performance Measurement
. Application Infrastructure
. Client Relationship Management
. Vendor Management
Professional Experience
ShopBop 10/08 -
Present
Application Development Manager
. Provide day to day management of software development team.
. Managed Software Development Efforts from project conception to
installation.
. Purchase Order
. Receiving
. Warehouse Put Away
. Merchandising
. Web Site Loading
. Inventory
. Development performed in Java using Swing, Hibernate, Spring, Bamboo
. Instituted a formal issue tracking program
. Developed and managed defect reduction program to clean up software
. Improved Project Delivery On-time Delivery Rate by over 500%.
. Developed base-line staff assignment and usage metrics.
. Developed an RFP for Time Entry Software, led package selection
effort.
. Instituted a software development process management capability
including requirements, design and code review processes.
Smart Solutions Inc.
Project Manager - American Family Insurance
07/07 - 10/08
. Provide Project management for various projects that supply American
Family Insurance customers with electronic communication.
. Develop a strategic plan to convert documents from Documerge
(mainframe technology) to Dialogue (Unix technology). Oversee the
conversion of electronic documents.
. Prepare Rough Cost Estimates.
. Prepare Solution Proposals
. Prepare Solution Complete including detailed Work Plan documenting
issues, risks and assumptions.
. Manage projects to completion utilizing stoplight reports and
management reports documenting project milestones.
Project Manager - State Government 11/06 -
04/07
. Represented the interests of a government agency in the consolidation
of their server computing environment from distributed to a
centralized outsourced environment.
. Developed and implemented project plans and test plans
. Developed and communicated new computing processes and procedures.
. Performed issue documentation, follow-up and resolution.
. Responsible for inter-agency communication.
. Communicated project progress, status and issues.
. Performed a Feasibility Analysis for Federal IT Contracting in
Wisconsin. Presented results and recommendation to management.
TDS TELECOM/TDS Computing Services 1984 -
2006
Director Software Delivery - IT Manager
Roles and Accomplishments
Project Management
. Developed in-house project management capabilities including a
software size measurement program utilizing Function Points and a
repeatable development process based upon Method/1.
. Developed and successfully deployed an Application Integration Center
of Competence providing integration services between legacy business
applications in a timely reusable manner.
Application Integration
. Led the RFI and RFP Process that led to the selection, installation,
and successful use of the Tibco Application Integration as well as
Jacada Surface Integration tools to provide integration of legacy
applications in response to a need to enhance business processes. The
results were an annual multi-million dollar operational efficiency
savings.
. Oversaw the installation and customization of a Customer Problem
Reporting Application as well as a Physical Plant Records System.
Custom Software Development
. Accountable for all software delivery, enhancement and maintenance for
entire application suite for a telecommunications carrier. Oversaw a
staff of software developers utilizing ASP .net, VB .net, VB,
PowerBuilder, Remedy, Oracle, SQL, C, CICS, Visual Studio, Java,
Subversion, COBOL, Mercury Testing tools, and Tibco Integration tools
under MVS, Windows, Linux and Unix (Solaris and AIX) operating
systems.
. Responsible for a Software Development staff using COBOL, Oracle, SQL,
SQL*Forms and CICS running under MVS and Unix.
Application Architecture
. Instituted the rollout of Service Oriented Architecture concepts to
expose and promote reuse among legacy business applications. This
enabled the successful integration of customer facing and customer
service representative facing software with legacy billing,
provisioning and trouble systems greatly enhancing the efficiency of
customer service.
Vendor and Contract Management
. Led the development of the RFP, selection, contract negotiation,
installation and successful use of the Mercury Test Suite, Quest
Oracle DBA tool suite, Tibco Application Integration as well as the
Jacada Surface Integration Tools.
. Was a key member of the TDS Corporate-wide team that negotiated on-
going Oracle license and support contracts.
. Developed the TDS TELECOM standard vendor resource contract.
. Worked with vendors to maintain on-going license agreements most
favorable to TDS TELECOM while maintaining key support arrangements.
Management and Customer Service
. Accountable for Help Desk with a staff of 15 level one staffers.
. Implemented a process to improve first call close rate form 40% to
over 70%.
Computer Skills
Microsoft Project, Adobe Suite, Microsoft Office Suite, Crystal Reports,
SQL, COBOL, Oracle, Windows, Crystal Reports, ZOS, Unix, Java, Swing,
Hibernate, JIRA Issue tracking, Confluence
Education
UNIVERSITY OF WISCONSIN-MADISON, Bachelor of Arts
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