Project Manager Management

Keith L. Reed, PMP

Long Beach, CA ***** 714-***-**** ( *************@*****.***

Summary

A Certified Project Manager and Account Delivery Executive with more than

** ***** ** ********** ****in various client industries, e.g.,

manufacturing, software, entertainment, healthcare, utility and aerospace.

Proven successes in deploying and managing governance structures within the

ITIL framework for a wide range of SOX compliant IT and network

infrastructure solutions. Master level experience in the transition of

start-up contracts to steady state delivery. Client focal point for

customer satisfaction; developed and managed account business plans;

managed the solution provided by the leveraged onshore/offshore service

delivery team. Developed and managed account business plans to include

identifying opportunities to grow revenue within the account. A respected

client advisor on best practices for shared delivery, best shoring and

outsourcing.

Account Management Project Management Client Management

Team Leadership Transition Management Executive Interface

Financial Management Transformation Business Development

Management

Experience

HEWLETT PACKARD CORPORATION

1998-2010

Service Delivery Executive and Client Manager, Enterprise Services

Nutrition & Personal Care Corporation, Los Angeles, CA (2007- 2010)

Maintained customer satisfaction with the CIO, Director of IT Services and

Manager of Data Services, SLA compliance and the overall program

governance model for Managed Services Web Hosting Support Agreements.

. Improved customer satisfaction from "satisfied" to "very satisfied".

. Developed business plans and indentified opportunities for account

growth. Reduced overall cost through efficiency changes, while

significantly improving the Engagement Margin (EM) percentage above

the approved budget SOAR via new business.

. Designed and implemented a transformation plan for the account that

resulted in reclassification from red to green status and incremental

business.

o Engaged the client to embrace change management which included ITIL

training for the client engineers. Significantly improved customer

confidence with the overall delivery model which resulted in

incremental business.

o Completed an audit of all functional tower procedures to identify

inefficiencies. Leveraged offshore labor for some onshore tasks to

reduce the total cost of delivery and improve employee job

satisfaction.

o Implemented Incident Life Cycle function to improve incident

management Total Time to Own (TTO) & Total Time to Resolve (TTR)

within the various leveraged towers.

Software & Digital Content Corporations, San Francisco, CA & San Jose,

CA (2005- 2007)

Worked directly with the Director of Operations & Emerging Markets and

Director of IT for a web & network management hosting agreement to

manage and improve customer satisfaction.

. Improved the Director of Operations & Emerging Markets customer

satisfaction rating from "not satisfied" to "very satisfied" in 2006

by transforming the delivery solution to a best shore model which

eliminated repeat quality issues visible to the client.

. Conducted monthly business reviews to highlight improved performance

until client confidence was regained. Improved EM in excess of 10% of

the approved budget SOAR by disciplined change order management and

cost reduction initiatives.

. Consistently maintained the Director of IT Services rating of "very

satisfied". Maintained SLA compliance for SAP hosting agreement.

Manufacturing & Aerospace, Los Angeles and San Diego, CA (2003 - 2004)

Worked with client senior management for a network management agreement,

effectively exceeding customer satisfaction expectations.

. Consistently exceeded ASPIRE financial targets by executing a get well

plan that resulted in significant cost reductions for the program.

. Increased EM in excess of 10% of the approved budget SOAR. Appointed

as mentor for junior Account Delivery Managers, as a result of cost

efficiencies implemented for this account.

. Held P&L responsibilities for several million dollars in TCV.

Consistently exceeded financial aspire targets.

. Led a team of solution architects, opportunity consultants and

delivery subject matter experts to develop proposals for new business.

Created and presented SOW to client.

. Managed customer satisfaction with the VP of IT as well as the primary

service provider for a MS Exchange agreement.

. Presented monthly performance reports to client IT senior management

and managed the change order process.

Entertainment Corporation, Los Angeles, CA (2001 - 2002)

Managed customer satisfaction with the CTO and VP of IT Services for an

end-to-end desktop and server management contract.

. Managed the transition, on schedule and under budget, of the client's

existing IT environment at contract start up to a managed services end

state solution.

. Managed the proposal process and contract negotiations for extended

business.

. Presented monthly performance reports and customer satisfaction survey

results to client senior management. Consistently met account

financial targets.

Healthcare Corporation, Orange County, CA (1998 - 2001)

Client and Account Delivery Manager for a desktop management contract.

Managed customer satisfaction with the VP and Director of IT for an end-

to-end program that included help desk, hardware break-fix desk-side,

IMAC, end-of-lease, procurement and asset management support.

. Directed the competitive positioning of the managed services

portfolio, promotion and placement of the offerings through supportive

client relationships.

. Led a team of 35 direct and indirect reports.

. Increased EM in excess of 13% over the approved budget SOAR via pull

through of new business and delivery cost reductions.

IBM GLOBAL SERVICES

1993-1998

Data Center Facilities Engineer and Transition Project Manager, Outsourcing

Services

Aerospace and Public Utility, Los Angeles, CA and Chicago, IL

Established client relationships maintained transition project structure,

and provided daily direction to the delivery organization during the

transition phase of the program life cycle.

Education

Certified Project Manager (PMP), PROJECT MANAGEMENT INSTITUTE, Newton

Square, PA

Master's Certificate, Project Management, GEORGE WASHINGTON UNIVERSITY,

Washington, DC

Bachelor of Science, Business Management, PEPPERDINE UNIVERSITY, Malibu,

CA

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