Project Manager Customer Service

JOHN J. CARON, MBA

**** ********** ****** **** #*** Jacksonville, Florida 32256

Home: 904-***-**** Email: ************@*******.***

SUMMARY OF QUALIFICATIONS

Accomplished Program Manager with over 8 years of IT proven success for

implementing and migrating domestic and international projects.

Healthcare, financial and information technology platforms exercised with

implementations. Programs strengthened by defining project scope,

resources, combination of analytical, technical, and managing international

team resources including research and documentation. Utilize key

learning's from program management certifications from Intel Corporation

(in-house), Six Sigma D.M.A.I.C. principles and current enrollment with the

Project Management Institute (PMI) assisted with fruition of success. Keen

understanding of business objectives as communicated to teammates including

company Sr. Vice Presidents, fostered my abilities to define business

objectives to lead, work with, and build trust within all levels of the

organization has assisted in the implementation of effective solutions for

clients.

Clients describe my efforts as proactive and as a resourceful "task master"

requesting my efforts for future projects. As an instrumental IT Program

Manager, demonstrating thorough knowledge of the project lifecycle my

efforts have driven all assigned projects under budget and within scope.

Roles:

Senior Project Manager, Migrations Project Manager, Disaster Recovery

Program Associate, Project Manager, Desktop Motherboard Project Associate,

Strategic Planner, Applications Implementer, and International Program

Resource Coordinator

Tools/Methods:

Intel Corporation Program Certification, Microsoft Project, Program

Management Institute (PMI), Six Sigma DMAIC Phases, PMBOK Project

Management (v4), Visio, and SharePoint

Industry Application:

Information Technology, Corporate Investment Banking, Change Management,

Human Resources / Financial Services, and Human Resources / Leadership

Project Management Skills:

Resource Planning, Strategic Planning, Change Management, Process

Improvement, Risk and Issue Management, Communication Management, Project

Planning & Execution, Scope Development and Management, Knowledge

Management, Implementation/Deployment, Disaster Recovery, Project Closure

and Post Mortems

Project Customers/Arenas:

Information Technology & Semiconductor and Semiconductor Equipment - Dell,

Gateway, IBM, Hewlett Packard, and Compaq.

Information Technology & IT Services - DuPont, Johnson & Johnson,

Starbucks, Lucent, Whirlpool, Guidant, Office Depot, Sodexho, 5th 3rd

Bancorp, Avaya/Textron, General Electric, State of Texas and numerous third

party vendors.

IT Financial Services Industry - Alpine, ICT, Convergys, IBM, 24X7, TCS,

Teleperformance, and West.

Technical Skills:

Microsoft Project SharePoint, Visio, Excel, PowerPoint, Word, SAP, Siebel,

Nice, Internet / Intranet Business Applications, and proprietary software

of corporations.

EMPLOYMENT HISTORY

Citigroup (Ajilon Contract Employee), Jacksonville, FL . July 2009 -

November 2009

Sr. Project Manager

. Implement technology support processes for offshore call center

environments.

. Project manage various financial platforms across numerous global

geographies.

. Migrated IT technologies for financial call centers between Citi and

third party vendors to production environments for offshore

operations.

. Monitor the technology production environment for the GCGNA offshore

call center operations.

. Assist ITPM's with effectiveness of the production implementation for

the call center environment and works with the various CTI, NAIT and

partner technology support teams.

. Work with the servicing partners and offshore planning teams to

deliver both tactical and enhanced solutions to the production

environment.

. Management oversight of offshore LOB technology experience and

identifies opportunities for technology improvements.

. Maintain documentation, facilitate support team resource understanding

of remote call center technology architecture, and make available to

the Citi support resource teams.

. Strong planning and organizational skills with excellent decision-

making skills.

. Strong analytical, quantitative and creative skills with effective

communication skills (both orally and through written presentations

and reports) with internal and external clients.

Convergys Corporation, Jacksonville, FL . January 2008 - February 2009

Sr. Program Associate

* Program managed multibillion-dollar industry leaders from womb-to-tomb

successful efforts for implementation of all environments - Sandbox

(design), DEV, QA, UAT, PROD and DR across multiple global sites -

North America, Asia/Pacific, and Europe/Middle East.

* Program managed implementation womb-to-tomb (start to finish) of

healthcare, financial, human resource programs for tier one industry

leaders.

* Migrated domestic / international financial and HR operations across

Dev, QA, UAT and Prod environment between third party vendors and

Convergys.

* Coordinated Disaster Recovery efforts for various programs including

government projects.

* Designed Microsoft Project template to track resources and

deliverables for business units while including posting project

charter to a SharePoint for employee shareholders.

* Managed the test strategies, test plans, test cases in support of

integration, DEV and QA testing

* Performed stakeholder Postmortem from prior project self-designed with

Sr. Manager approval for future project successes while documenting

best known practices / methods BKM's.

* Drafted Microsoft Visio for environment landscapes with SharePoint

postings.

* Coordinated diverse team totaling greater than 75 employees.

* Coordinated weekly meetings for status of milestones and deliverables

of stakeholders.

* Established SharePoint for central viewing of project pertinent

information for team to view.

* Communicated with senior leaders on a timely basis for status reports.

* Managed post implementation efforts changes per customer requirements.

Fidelity Investments, Jacksonville, FL . November 2006 - July 2007

Financial Services Representative - Client Services Group

* Addressed inbound portfolio related questions pertaining assets and

routing to correct department when necessary.

* Managed security of accounts per customers requests after full

verification to maintain highest security of account.

* First employee in Jacksonville, FL to receive Excellence in Action for

customer service, accuracy, positive escalations, and greatest

customer account metrics accomplished.

* Established greatest team metrics for schedule efficiency and

productivity.

AT&T Wireless, Portland, OR . June 2002 - November 2006

Outside Collection Agency (OCA) Program Manager

* Managed the efforts of multiple third party vendors for the collection

efforts on overdue payment due account to AT&T Wireless.

* Managed 13 employees, each assigned one - three agencies for

collections.

* Accomplished a 150% improvement in asset and payment recovery totaling

greater than $975,000 amount due.

* Maintained records for Sarbanes Oxley compliance.

* Earned senior level recognition for several successful internal and

external compliance audits.

* Initiated, developed and supported excellent working relationships

with National OCA executives.

Receivables Management Representative . June 2002 - December 2002

* Provided management of delinquent customer accounts and asset

collections.

* Accepted OCA PM position based on merits, six months before

eligibility of internal transfer.

* Earned exceptional customer service recognition as measured via

monthly quality scores.

* Trained numerous employees for role modeling efforts of exceptional

performance.

Intel Corporation, Hillsboro, OR . June 1998 - June 2002

Motherboard Program Manager

* Program managed projects with direct supervision of 40 plus domestic

employees with an additional 20 plus international team members.

* Conducted meetings with stakeholders and senior leadership abreast of

all project developments.

* Recognized for excellence in meeting time critical project deadline

and project scopes including budget in the development of Intel

branded motherboards.

* Spearheaded the first program management project in Intel's history

(Project Willamette) including the management of design, testing,

production.

* Overcame numerous project scope changes completing each project on

time and under budget.

* Drafted Microsoft Project plans and maintained for shareholders to

view against timeframes and due deliverables.

* Trained international employees (Kuala Lumpur, Malaysia) for product

production methodologies.

* Trained new hire employees (Hillsboro, OR) for project / program

management of like projects.

Buyer . December 1999 - March 2000

* Purchased capital assets for Desktop Platforms Group (DPG) supporting

every new and sustained project.

* Lowered lead times on vital capital and test equipment, often to less

than one week, garnering praise from business unit management during

tenure as Buyer for the organization.

* Awarded a $5,000 cash bonus and promotion to position of Program

Manager based on significant inventory management and equipment

delivery improvement as Buyer.

Human Resources Coordinator . June 1998 - December 1999

* Conducted new hire orientations for weekly new-hires ranging from 12

-25 students per week.

* Redesigned new-hire package with improved orientation materials for

employees.

* Verified legal paperwork for eligibility to work in the United States

of America.

* Promoted to position of Buyer on quickly demonstrated skills.

EDUCATION

. PMI (Project Management Institute), PMP Certification, Currently

enrolled

. Villanova University, Six Sigma

. Program Management Certification, Intel University

. Southern New Hampshire University, Master of Business

Administration

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