Project Manager Service
Resume:
SEAN ROBERTS
Concord, CA
**************@*****.***
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EDUCATION
UNIVERSITY OF OREGON
Master of Arts, International Studies 1991 - 1995
Focus of study: Development of Third World countries; conservation development and anti-poaching in East
Africa. Conducted nine month in-country investigation into the situation of Tanzania's national park and
game reserve anti-poaching forces.
Thesis: "The Tuskless Elephant: A Collection of Articles on the Situation of Tanzanian Game Rangers."
Publications: The Christian Science Monitor, Earth Matters, The Express, Annual Editions.
Bachelor of Arts, Political Science 1984 - 1987
Focus of study: Geopolitics, especially Southeast Asia.
Thesis: "The Communist Fight for Thailand: An Insurgency under Fire."
Certifications: ITIL v3 Foundation; Documentum; GMP, Good Manufacturing Practice.
EXPERIENCE
SAIC March 2009 – Present
Walnut Creek, San Diego, CA
Senior Project Manager, Consultant
Project managed the integration of MS Project Server 2007 and Project Web Access (PWA) to create the ITS
Projects & Resource Portfolio (PRP). The PRP is an intranet site hosting SAIC’s Corporate IT labor plans,
including 50+ projects and 100+ services within ITS’s service catalog, as well as a resource pool containing
1,000 resources. Currently develop ITIL procedures to manage resource allocations for project and services
between departments; flag and resolve staff overbookings, liaise between executives, project managers, and
staff. Balance the Integrated Master Schedule (IMS) against resource conflicts and other constraints. Built
MS Project Pro files to reflect labor allocations and developed concept of operations (processes) for project
managers to post projects and to flag and act on staff overbookings. Built IMS with interdependencies
between projects. Managed client expectations while meeting project requirements and deliverables. The
PRP site is now an important tool for the forecasting and leveling of staff labor allocations for SAIC IT’s
projects and services.
CUT TO THE CHASE, LLC November 2008 – June 2010
Senior Consultant Worldwide
Develop, drive and galvanize Service Delivery projects and ITIL processes, including, Incident,
Problem, and Resource Capacity Demand Management.
EMC Boston, MA; Salt Lake City, UT
March, 2010 June, 2010. Short contract to unify Operations’ processes for EMC Mozy’s
Cloud Infrastructure Group in preparation for SAS-70 audits. Developed procedures and
pocket guides for Incident, Problem and Resource Demand Management. Also executive
summary, roadmap and gap analysis..
JOHNSON & JOHNSON Raritan, NJ; Milpitas, CA
November, 2008 March 2009. Short-term contract to jump-start Johnson & Johnson’s
ITIL Problem Management initiative. Reviewed incidents to identify problems. Drove
problems through J&J’s ITIL Problem Management process; including, ensuring problem
ownership and timely response, accuracy of diagnostic information, verification of
structural solutions, and stakeholder satisfaction. Employed Remedy 7.x for ITSM
software for Change, Asset, and Problem management.
AMERICAN PRESIDENT LINES (APL) June 2005 – October 2008
Oakland, CA
Project Manager and Service Delivery Manager, Consultant
Gathered and drove requirements, conducted analyses, directed development teams and managed timelines,
resources and budgetary requirements for complex IT Global Operations (Service Delivery) projects.
Employed MS Project 2007 and Open Action Items list as central management tools. Developed and
enforced ITIL procedures throughout Operations Department and with Remedy ticketing software for
Change, Asset and Problem management. Managed subcontractors and other third-party vendors; reviewed
and challenged vendor contracts, including SOWs. Created deliverable, action and design documentation,
including processes, procedures and runbooks, and published with APL’s content management SharePoint
site. Led team meetings and articulated objectives and expected outcomes. Prioritized tasks and took
initiative to drive deliverables through to completion.
Recipient of the Job Well Done Award; granted twice a year to a handful of IT
specialists who excelled in the IT department.
• Service Desk: Guided and corrected Service Desk troubleshooting and escalation to
2nd and 3rd level support. Drove root cause (RC) procedure for Service Desk
miscues and follow-up with internal clients.
• KPI Database: Updated and maintained database; presented KPIs to management.
Also, Change incident analysis.
• Root Cause Analyses (RCAs): Analyzed Severity 1 and 2 incidents and produced
RCA documentation for stakeholders and impacted customers. Drove follow-up
action items and changes through the IT ranks.
• Built ITIL processes in conjunction with the migration of Remedy service
management software from version 5.x. to 6.x and the implementation of the SMS
asset discovery tool. Included Change, Asset and Problem management modules;
fed data into a unifying CMDB.
• Produced the APL Computer Infrastructure Guide (CIG), a service catalog
detailing the capabilities of in-house IT services providers; included hardware,
software, and network environments. Also produced the NOL Master Security
Guide for how to enter and navigate APL’s secure applications.
• Data Center Migration PIA Tower Lead: Managed process integration
activities (PIA) for the transfer of APL’s Data Center from its former service
provider to Electronic Data Systems (EDS), a massive project including all of
APL’s servers, networks and applications (500+). Produced more than 40 ITIL-
compliant PIA scenarios; the high-level procedural steps governing how APL-EDS
resolves issues and/or gets work done. Scenarios covered the range of EDS
services for APL; including, Incident, Asset, Change Management and Disaster
Recovery.
• Data Center Migration Service Desk: Assisted with the migration of the APL
Help Desk (Dallas, TX) to the EDS Service Desk (Mumbai, India). Trained agents
and helped build the EDS KnowledgeBase for APL.
• Post Data Center Migration Troubleshooting: Identified gaps and troubleshot
incidents to ensure business continuity. Developed plans and executed actions to
reduce Severity 1 incidents.
• Wrote urgent communiqués, including presentations to executive management
and CIO, system broadcasts and other sensitive internal documents related to
Service Delivery.
WYETH PHARMACEUTICALS / INTERIM ASSIGNMENTS 2003 - 2005
Writer, Educator
With the massive layoffs and correlating rise in unemployment sweeping the nation, I taught and wrote copy
across a wide range of genres, including technical, web and corporate communications.
Technical
• Content managed, including writing and preparation of vaccine-related documents for Wyeth
Pharmaceuticals; including SOPs, protocols and production batch records. Managed document
technology issues for the electronic presentation and storing of cGMP (current Good Manufacturing
Practice) documents via Documentum. Conducted systems and equipment verification with
engineers, mechanics and set-up workers.
Instruction
• Led freshman English composition courses addressing the fundamentals of college-level reading
and writing at Fairleigh Dickinson University and Gateway Community
PROVIDIAN FINANCIAL 2000 - 2002
Senior Project Manager San Francisco, CA
Managed the implementation of medium and large projects for Providian’s Systems
Infrastructure Department. Directed cross-functional project teams to ensure solutions
met requirements, deadlines and adhered to Systems/Software Development Lifecycle
(SDLC) guidelines. Responsibilities included writing detailed specifications of
hardware, software, runbooks, system architecture requirements and strategies. Also
wrote project plans and plotted data migration flows, tracked deliverables, resolved
issues, secured resources, and communicated to executive management project status,
risks, and accomplishments.
Recipient of recognition awards for outstanding contributions to specific IT
departments for the months of Nov. 2000, Feb. 2001, May 2001 (2), July 2001, Aug
2001, and Nov. 2001 (2).
Projects included:
• Automation of manual Unix and NT job processes via IBM’s Tivoli Workload
Scheduler (a.k.a. Maestro) software for Providian’s Network Operations, Computer
Operations, OLTP, and Data Warehouse departments. TWS drastically reduced
human errors and staff-time required to run jobs.
• Migration of 22 applications from 53 NT Workstations to 14 NT Servers. This
project realized easier management of job execution, provided a single source for
rebuilds, higher availability through less opportunity to fail, and gained faster
response times to hardware/software failures.
• Migration of credit card data from historical databases into data warehouse through
three project phases; specifically, implementation of historical data, implementation
of ongoing data, and clean-up and transfer of ownership to operations. Managed
team of nine DBAs, QA testers, Developers (SAS, Informatica). Included 46 data
sets.
IBM 1998 - 2000
Senior Communications Specialist Somers, NY
Created new media vehicles for IBM's Server Group division. Content management included editing copy
for the Server AS400sales site, an extranet arming 10,000 IBM sales specialists and business partners with the
information they need to sell AS/400, a leading e-business and data transaction server. For 1999, site usage
rocketed 48 percent. Conceived and executed Field Communications strategy in support of IBM's Linux
initiative. Designed and wrote copy for The Seller, a biweekly online newsletter for 8,000 cross-brand sales
representatives.
Recipient of the $1,000 Enterprise Systems Group Communications Award for
reaching “beyond the boundaries of one’s own job to team across communications for
a positive impact on our business.”
Merit award for outstanding dedication and service in support of the AS/400 e-
Business team.
• Managed all day-to-day operations of the Server AS/400sales extranet. This included soliciting, editing
and writing content for solution, product and affiliated units; including e-Business, Storage,
Competitive Intelligence, and Marketing.
• Implemented push-and-pull methods to communicate IBM's Linux strategy to sales force.
• Designed user interface, built site architecture, developed content into Lotus Domino database and
troubleshot technical glitches.
• Conducted user surveys and integrated feedback into site. Presented and demonstrated extranet at
national and international conferences.
• Art directed and edited The Seller and The Seller Flash!, a worldwide e-letter for late-breaking news.
• Investigated and recommended a proposal tool solution for sales force.
METLIFE 1998
Communications Consultant/Intranet Project Manager New York, NY
Launched new media solutions to drive internal communications for MetLife's Institutional Business division
(corporate umbrella insurance). Strategized, designed, produced and wrote copy for Institutional Online
(IOL), an intranet system for 5,800 employees. Launched NewsBrief, a weekly online internal newsletter for
600 managers.
• Managed day-to-day operations of IOL. This included soliciting, editing and writing content, as well
as building site architecture and developing material into HTML.
• Coordinated with business and other service units, including Information Technology, Corporate
Graphic Art and the Law Department.
• Developed the business case for IOL. Included, strategy, cost/benefit analysis (with ROI) and standard
operating procedures.
ERNST & YOUNG 1996 - 1998
Project Manager New York, NY
Wrote, edited and designed business unit Web sites for publication on ey.com, E&Y's acclaimed Internet site.
• Collaborated with internal clients to build service and product unit sites; including Java, Microsoft
Advanced Development Center, Arbitrage services, and the Center for Business Transformation. Sites
included overview, service description, download library and contact pages.
• Contributed feature articles and profiles of firm's prominent personalities.
• Produced and developed weekly updates to ey.com's press room and internal online newsletter.
TAIPEI LANGUAGE INSTITUTE 1988 - 1989
English Instructor Taipei, Taiwan, R.O.C.
English instruction of Chinese and foreign nationals. Created and executed curriculum for classes of between
two to twenty-five students of varying English-speaking ability.
• Incorporated a range of media and instruction techniques into class regime.
• Tested, evaluated and provided feedback on student performance.
RELATED SKILLS
• Software: MS Project Server 2007, Project Web Access, Project Pro, Documentum
GxPharma (certified); Microsoft MS Project 2007; Visio; Primavera,
SharePoint MOSS, HTML; FrontPage 98; Lotus Domino, Lotus Notes
4.5, Lotus 1-2-3; Windows NT; MS Office Suite 2000 including Word,
Excel, PowerPoint; WordPro; Adobe Acrobat, including Exchange.
• Languages: Working knowledge of spoken Chinese (Mandarin); some French and Swahili.
• Journalism: Articles on topics ranging from wildlife poaching in Africa to Amish small businesses;
periodicals include The Boston Globe, The Christian Science Monitor, New Scientist,
Annual Editions textbook, Earth Matters, The Express, Oregon Coast Magazine, and
Washington Office. Assisted Clarence Page, the Pulitzer Prize-winning columnist of the
Chicago Tribune, with the development of his book, Showing My Color (HarperCollins,
1996). Edited first-draft chapters.
• Photography: Photographs in The Christian Science Monitor, Earth Matters, The Express, Spectrum.
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