Project Manager Customer Service

GREGORY S PUSCZEK

*** * * ******, ********* *** • St. Louis, MO 63101

th

314-***-**** • ***********@*****.***

SUMMARY

Innovative, results-oriented and self-motivated leader with extensive experience in operations

and software management. Skilled in executive and administrative management, relationship

management, financial management, customer service management and strong communications.

Strong commitment to customer satisfaction through team building, continuous process

assessments and improvements. Proven ability to build productive professional relationships

through influential, collaborative and participative direction. Extensive procurement experience

in contracting best value solutions for large capital project and software investments.

Senior Leadership • Strategic Planning • Vendor Management

Software Management & Consulting • Process Analysis & Re-Engineering

Synthesizing Business & Operational Complexities

IT Innovations • Team Building & Development

PROFESSIONAL EXPERIENCE

CONTRACT AND CONSULTING ASSIGNMENTS 2008- Present

EXPRESS SCRIPTS, INC, St. Louis, MO 2007

Associate Project Manager Contractor

Managed ESI team in review and evaluation of advanced ASR technology options for APON

(Automated Proactive Outbound Notification) services. Directed team though the review and

selection process, including creation of rating mechanisms, coordination of evaluation process,

financial and cost analysis, and final vendor assessment. Negotiated and managed contracting,

scope and specification development, scheduling and resource coordination, issue

management/resolution, application development, implementation and primary interface between

selected vendor and multiple Express Scripts business owners in six states, as well as corporate

Legal and IT Departments. Led implementation team to successful transition of existing and new

applications to newly selected vendor. Negotiated and developed contractual agreements that

included all processes, procedures, and deliverables and agreed Service Level Agreements.

OWNED AND OPERATED SMALL SERVICE BUSINESS 2003 - 2006

BJC HEALTHSYSTEM, St. Louis, MO 1996 - 2003

Group Manager

Accountable for $5 million operating budget including all strategic and tactical contracting of

telecommunications hardware/software upgrades, replacements and new installations. Managed

all software upgrades and service contracts to ensure all statements of work and SLA’s were

installed and implemented according to approved specifications.

Effectively managed and sourced service contracts of miscellaneous services, including cellular,

paging, calling card, video conferencing, audio conferencing, and disaster preparedness and

contingency planning.

KODAK IMAGING SERVICES, Rochester, NY 1995 - 1996

Operations Manager

Total P/L accountability for facilities management services and related print on demand software

provided for Sprint World headquarters in Kansas City, MO and the Indianapolis Public School,

Indianapolis, IN

FEDERAL RESERVE BANK, Eighth District, St. Louis, Missouri 1968 - 1994

General Services Officer

Complete P/L accountability for administrative and support services department at St.

Louis District office and Branches. Directed purchasing, contract administration,

telecommunications, printing, graphics, mail, food service, armed security,

records, warehouse and fulfillment, business continuity, travel and event

management services.

Directed professional, technical and administrative operations and services and re-

engineered processes, procedures and methodologies to create efficient staffing with 20%

reduction and $450,000 in first year expense savings.

Proactively communicated with all levels of Federal Reserve Bank organization,

including senior management, to understand their immediate and future needs in order to

provide responsive, quality services. Consistently received excellent ratings on customer

satisfaction and quality measures.

Authored district-wide procurement policy, processes and procedures ensuring complete

purchasing competitiveness and internal controls while providing best value solutions for

all purchases and contracts.

Created 5-year master plans for effective use of operating space and the 5-year strategic

plan for improvement projections in operations, equipment, and staffing resources.

EDUCATION

Bachelor of Science, Psychology and Business

University of Missouri, St. Louis, Missouri

PROFESSIONAL TRAINING

Project Management • Managing Cultural Diversity • Mentoring • Influence and Leadership

Contact this candidate