Customer Service Project Management
Resume:
Douglas N. Brown
*** ***** **********, ***** ***, Michigan 48067
248-***-****; **********@*****.***
Project Management - Career Summary
Results-driven and dedicated Project Management Professional with over 13 years professional
experience and 8 years of Project Management experience in the global automotive industry,
seeking new challenges and opportunities within the field of Project Management. Strengths
include reducing risks and costs through continual improvement to measureable milestones, strong
problem solver who focuses on exceeding the customer and the employer’s expectations.
Automotive Project Management – Engineering Project Management – Strong Analytical and
Problem Resolution skills – Builds Strong Customer Relationships – Excellent Verbal and
Written Communications – Process Improvement – Project Planning and Scheduling –
MS Project / Office
Experience Overview
• Established component risk, build events, purchasing, validation, deliverable milestones and overall
program timing with vendors, engineers and managers to create and track approved timing plans.
• Tracked component progress with part tracking group and identify risk areas and determine “what if
scenarios” to maintain on-time part delivery.
• Analyzed program effectiveness and presented results to senior management, offering new timing
strategies to reduce risk and cost.
• Managed over 20 programs simultaneously.
Employment
PCubed, Incorporated – May 2005 to July 2008
Project Management Analyst (Powertrain Controls) Ford Motor Company
Developed and maintained project management specific component timing workplans for powertrain
o
controls, identify and resolve risks to continue to improve on time delivery for software and hardware.
Redesigned the Ford Product Development and Global Product Development generic templates for diesel
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programs with more milestones and activities to be tracked.
Improved the Powertrain Controls on time software delivery from 78% to 92% for gas programs and from
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67% to 83% for diesel programs, saving over $100,000 for the company.
Achieved over 97% hardware on time delivery for build events and milestones, best in group.
o
By reshaping the formatting on a tracking report making it easier to read and easier to use in a weekly
o
meeting, the Powertrain Controls director has since implemented the report overseas in Europe and Asia
Pacific.
Proven ability to manage over 20 program simultaneously without any drop off in performance, overseeing 17
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car programs and 7 diesel gas programs.
Increased the timely delivery of hardware and software for all of Ford diesel programs by providing ad-hoc
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reports and timing charts in MS Visio as needed by engineering.
Received recognition for outstanding work by 2 supervisors and the Powertrain Controls director for
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implementing new ideas that streamlined a weekly meeting and kept it more focused.
Danlaw, Incorporated – May 2000 to March 2005
Component Planning Analyst, Design Schedule Analyst General Motors Corporation
Developed and maintain system, subsystem and component Product Development Timing Plans for
o
powertrain integration specific components, which integrate to Design, Purchasing, and overall Vehicle Plan
timing to assess risk and identify critical commodities.
Reduced company costs by improving on time Powertrain components to meet build deadlines from 79% to
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87%.
Analyzed plan to assure on-time delivery of components to builds, bench test validation and to the
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assembly plants.
Evaluated approved timing through meetings with Powertrain Department Vehicle Leads, Engineers,
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Suppliers, Planning, Purchasing, Validation Engineers and Design Studio personnel.
Simultaneously managed components on 9 vehicle lines.
o
Launched the development of new Level II and PZEV Timing Models and product development plans with
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the chassis engineering center.
Utilized Global Vehicle Development Process direction to develop and resolve cross-functional timing
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issues, and focus attention to the potential risks to enable effective execution of the program.
Member of the PAC (PACE Action Committee), which assisted in the continual improvement of the GM
o
specific timing database, had 6 improvements implemented into the application.
Jones Lang LaSalle –October 1997 to March 2000
Supervisor –Customer Service Representative - July 1999 to March 2000
Customer Service Rep – Oct 1997 to July 1999 - General Motors Corporation Facilities
Trained staff to handle incoming calls from General Motors employees on a help line regarding
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facilities issues or conference room scheduling
Promoted to supervisor after 18 months
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Monitored employees calls to help them improve their answer rates and to improve their issues
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resolution time.
Managed a group of 12 employees by determining schedules, leading by example and assisting
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with unresolved issues and problems.
Answered incoming calls for General Motors to assists clients with conference room scheduling,
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with facilities issues or any problems in general.
Evaluated facility issues and assigned to appropriate person to get the issue quickly resolved for
o
client.
Led meetings with facility group employees to set up facility account and insure appropriate
o
guidelines could be reached.
Computer Skills:
Microsoft Office: Project, Word, Excel, Visio, Access, Outlook, Power Point - Other: various GM specific
systems including PACE, deliverables management, parts and design release tracking, Ford specific
tracking system (Powertrain Controls System Engineering PCSE) database.
Education
Bachelor of Arts (B.A.) Telecommunication, Michigan State University, East Lansing,
Michigan
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