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Project Manager Customer Service

Location:
Bountiful, Utah, 84010, United States
Posted:
May 24, 2010

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***** Richard ******

*** ******* ***** ~ Bountiful, UT 84010

(801) ***-****

********@*****.***

CAREER SUMMARY

A dedicated professional with over 15 years experience in fast paced team

environment. Proficient with MS Office, and other management, accounting

and project management software. Highly skilled leader, with the ability

to consume and organize a wide range, and many related topical areas into a

cohesive, understandable, and easily communicate vision and purpose. Others

select skills include:

. Organization ( Integration ( Project

Management

. Team Leadership/Participation ( Negotiations (

Strategic Planning

. Finance/Accounting ( Communication ( Business

Development

. Product Development ( Purchasing ( Process

Improvement

PROFESIONAL EXPERIENCE

Lead Desktop Support Technician

Insight-Columbus, OH

Sept 2009 - Nov 2009

Responsibilities:

. Manage Tier 2 level support for the JPMorgan Chase/WaMu conversion of

hardware and software upgrade at over 3,000 domestic retail locations.

. Respond to and triage escalated 2nd-tier support requests for all

production network and server systems, and work with other operations

team members to follow issues through resolution.

. Manage inventory assets at all bank locations throughout the

conversion.

Key Accomplishments:

. Successfully completed conversion of all banking sites across domestic

United States to Chase hardware/software upgrades.

o Provide SLA's, resources, activities, and projects/training to support

over 3,000 remote locations.

o Provided and determined root cause analysis for any technology issues.

National Account Manager

Inthinc-SLC, UT

Nov 2008 - April 2009

Responsibilities:

. Establish relationships with key client decision makers throughout the

entire implementation process of all assets with key client decision

makers at senior level and across various functional areas applying a

broad knowledge of the organization's service products and business

goals.

. Create training material, guides and presentations. Train clients on

products features and benefits.

. Establish and maintain all contractual property. Manage clients

inventory effectively.

. Develop and delivered Key Performance Indicators to entire leadership

team and clients.

. Manage all firmware/software releases effectively utilizing Agile

Project Management methodologies.

Key Accomplishments:

. Maintained client and vendor relationships.

. Directed new and improved methods for managing a more cost effective

approach to documentation management and retrieval increasing overall

satisfaction and efficiency.

. Managed regularly scheduled on-site customer visits to review their

strategic business direction and improving the account relationship,

productivity and profitability.

. Educated and train client contacts on technology and services provided

both internally and externally.

. Continually assesses technology trends, competitive differentiators,

customer experience improvement priorities, develop methodologies,

etc. in determining the appropriate product priorities and build /

source strategies to realize the platform goals.

. Ensures consistent and repeatable work-plans are maintained to

establish clear deliverables, dependencies, exit criteria, milestones,

etc. Communicates and establishes buy-in across multiple internal

constituent organization including product management, product

marketing, engineering, support, consulting, legal, finance, etc.

. Create and execute medium to large-scale project plans that involve

multiple disciplines in the information technology field. Coordinate

projects with other ongoing efforts.

. Lead project teams in the development and implementation of detailed

work plans, schedules, project estimates, resource plans and status

reports.

Project Manager

General Electric-SLC, UT May

2004 - April 2007

Responsibilities:

. Simultaneous manage several projects to successful implementation of

new procedures and technologies. Provide leadership and knowledge

while compiling/analyzing expert reports of complex data, model

schematics, departmental procedures, system and tools. Manage/maintain

suspense related activity.

. Manage suspense accounting report.

Key Accomplishments:

. Team member as the subject matter expert analyst for a 3-year project

converting the business's operating software using Six Sigma

Methodology.

. Implemented the ISO9000 documentation for all policies, procedures and

training material.

. Developed detailed matrices utilizing MS Access/Excel allowing

management to measure client's/representatives processes, servicing

and trends.

. Identify and anticipate issues that affect the successful delivery of

managed projects. Facilitates resolution, mitigation and appropriate

escalation, up to and including senior management.

Annuities Service Representative

Fidelity Investments-SLC, UT Dec

2003 - May 2004

Responsibilities:

. Educate customers regarding the policies and procedures of their

variable annuity, informs customers of their portfolio options, and

assists them with investment strategies.

Credit/Accounting Analyst

Sinclair Oil Corporation-SLC, UT Nov 1997 -

November 2003

Responsibilities:

. Full responsible for the prevention and detection of fraudulent

activity on all major consumer and corporate fleet credit cards

through asset identification and recovery of business records at over

2,800 merchants.

. Aggressively work with vendors to ensure proper authorization systems

are in place and educate any development changes.

Key Accomplishments:

. Developed department databases for credit card disputes, fraud, and

customer service utilizing MS Access reducing operation costs and

provided better process control.

. Major contributor in successful project of the conversion of credit

card processors; responsible for market research, reporting, analysis

and lead open discussions.

. Team lead with the successful implementation and launching of

proprietary credit card.

TECHNICAL SKILLS

. Microsoft Windows 95, ME, 2003 Server, XP, XP Professional, FrontPage,

Access, Excel, Outlook, Project, SharePoint, Business Objects, Visio,

AS400, Sales force, Bugzilla

. Adobe Photoshop, Warehouse Management Software, Clarity, Peregrine,

and Oracle

EDUCATION

Six Sigma Black Belt Certified, General Electric

University Of Utah, B.S. Economics 2003



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