Project Manager Customer Service
Resume:
Philip Burgess
Orlando, Florida 32828
**************@*****.***
Summary of Qualifications
Extensive 'hands on' experience in all facets of successful User Interface
Design, Usability Development, Heuristic Evaluation, Human Computer
Interaction, Web Product/Project Management, Web Programming,
Infrastructure and overall Design and Implementation.
. Conducted successful heuristic evaluation usability reports for
Walmart.com, MyVerizon.com, and BestBuy.com
. Asurion's Usability Manager responsible for successfully re-
engineering the customer facing Web Portal and the customer service
application, resulting in a savings of 11 million in expenses in the
first quarter of 2009.
. Scholastic Book Fairs Usability/Project Manager responsible for the
first ever successful online revenue generating web applications.
. Usability Director for Universal Studio's Victory Entertainment.
. General Motor's Senior Web Product Manager for the Allison
Transmission division.
. Senior Web Project Manager for all Intranet related applications for
Florida Power & Light.
Over 15 years of comprehensive hands on leadership and direction
expertise in all areas of successful usability/user interface design,
web product/project development, management, production,
infrastructure, programming, design, and strategical vision setting.
. Ability to effectively communicate with all members of the
organization, including senior management, clients, sales and
marketing, programmers and miscellaneous core team members.
. Comprehensive experience and thorough knowledge of prototyping
software, including; iRise, Visio, Axure, as well as various other
project management tools and resources.
. High level presenter and speaker at numerous conferences and technical
engagements.
. Web usability expert in task analysis, research-based best practices,
usability and heuristic evaluation.
. Vast knowledge and hands on experience in CSS, .NET, PHP, ASP, HTML,
XML, Java, Java Script, SQL, Web Studio, DHTML, Cold Fusion, Adobe,
Fireworks, Dreamweaver, Apache, IIS, UNIX, MAC and NT Servers
. Web Instructor and strategist for over 12 years.
. Certified Agile ScrumMaster
Professional Experience
Asurion Insurance Services
Usability Manager
Nashville, TN
4/08 - Present
. Re-designed the external facing customer web presence and internal
customer service applications, saving the company 11 million dollars in
the first quarter of 2009, while serving as a core member of the online
governance committee.
. Successfully conducted heuristic evaluations, task analysis, usability
reports, and cognitive walkthroughs on all related web applications and
systems.
. Managed all aspects of user interface analysis, design, development, and
successful implementation of all web related systems.
. Created and implemented best practices in web development, design and
infrastructure.
. Developed and evolved long-term business strategies while consistently
driving tactical projects.
Scholastic Book Fairs
Usability/Product Manager
Lake Mary, FL
11/06 - 4/08
. Usability project manager for all of Scholastic Book Fairs online
applications and initiatives.
. Successfully integrated usability best practices by launching an online
catalog redemption site that resulted in a net gain of 9 million dollars
in the first four months of implementation.
. Developed user-centered design (UCD) methodologies that ensured usability
was at the forefront of all phases in the project framework lifecycle.
. Documented the user experience through prototypes, task flows,
scenarios, storyboards, wireframes, detailed screen layouts, and design
specifications
. Delivered effective project management processes, including; estimating,
developing, managing, and monitoring project plans, business case
development and all project related documentation.
William James Group
Web Usability Director
Fort Lauderdale, FL
04/02 - 11/06
Supervised and led all web development usability initiatives for numerous
business clients while effectively managing all developers, DBAs, network
engineers, designers, QA and systems analysts in the strategical and
tactical implementation of web based e-commerce solutions.
. Engineered turnaround of IT department to deliver the company's first
ever on-time, on-budget web product initiatives.
. Implemented user interface web based standards and processes to assure
repeatability of project successes that led to strong record of
application completion ahead of schedule and exceeding requirements.
. Identified, Clarified, and Prioritized business/user requirements for
optimal e-commerce web implementations.
Florida Power & Light
Senior Web Product Manager
Juno Beach, FL
4/01 - 4/02
http://www.fpl.com
. Responsible for over 57 separate business unit's Intranet related
initiatives, ensuring all separate and distinct project plans were
carried out in a simultaneous timeframe.
. Web Project Manager for Florida Power and Light's Intranet/Web
development, initiatives, programming, and development and
infrastructure.
. Worked in conjunction with sales and marketing in assessing internal
online business project needs, requirements, scope and eventual project
plans in formulating a comprehensive online strategy.
. Project planned the full life cycle of web development for all business
units while ensuring all deliverables, milestones, and timeframes were
successfully completed.
Victory Entertainment
Usability Director
Universal Studios, FL
5/00 - 4/01
. Responsible for any and all web related initiatives, including all user
interface/usability design, integration and implementation direction.
. Designed and developed all web related UI initiatives based on user and
business requirements/value, information architecture and branding
requirements
. Developed, managed and implemented all web based technology strategies,
project plans, business processes, budgets and Web related systems and
protocols.
. Successfully planned and addressed all architectural and infrastructure
needs and requirements.
. Initiated and managed all third party vendor relationships in regards to
Web Development/Design, Hosting Facility, Programming, and Network
Administration.
. Managed a staff of 10 graphic artists, programmers, and systems
administrators
. Senior Liaison with Microsoft, Exodus Hosting Services and MSN in all
partnership agreements.
General Motors (Allison Division)
Senior Web Product Manager
Indianapolis, IN
5/99 - 5/00
http://www.gm.com
http://www.allisontransmission.com
. Programmed, developed and managed all Web related strategies, project
plans, project charters, business case, ROI analysis, web site mission
statement, and all goals and objectives as they relate to the Web and
business process for the Allison Transmission division.
. General Motor's Intranet team member.
. Nominated to sit on the General Motor's Web Internet standards team.
. Member of General Motor's E-commerce and eGM Web business teams.
. Lead project manager in the integration and implementation of the Allison
website; including all e-commerce initiatives, architectural and
infrastructure management and direction.
. Conducted high level presentations, demonstrations in various expos and
forum.
. Successfully led all web related project plans from initial strategy to
actual implementation of all web related initiatives and applications.
Cox Interactive Media
Web Project Manager/Programmer
Orlando, FL
5/96 - 5/99
. Successfully developed, programmed, and managed all programming,
administration, graphical design, e-commerce initiatives, and multimedia
interaction for the following web sites.
http://www.insidecentralflorida.com
http://www.wftv.com
http://www.580wdbo.com
http://www.k92.com
http://www.star94fm.com
http://www.wmmo.com
http://www.whtq.com
Contact this candidate