Project Manager Customer Service

Tony Schmitt

**** *. ***** ***

Phoenix, Az ***** ***********@***.*** 602-***-****

Summary

Accomplished IT professional in delivering complex programs and projects,

management of human capital and resource capacity planning. Results driven

project management by meeting aggressive deadlines, facilitating project

prioritization, risk and budget management and delivering quality products

and strategic initiatives; Proven leader with strength for identifying

talent, building and motivating creative teams that work cooperatively to

accomplish goals. Strong management, strategic thinking, communication, and

presentation skills.

PROFESSIONAL EXPERIENCE

DHL, Scottsdale, AZ 2003-2009

Sr. Manager, Information Systems (2003 - 2009)

Managed business analysis, project management and applications development

activities for Order Management and Warehouse and Inventory Management

systems, managed support activities meeting stringent service level

agreements, managed projects that met strict methodology guidelines,

managed project priorities, performed resource and capacity planning,

maintained cost center and project budgets, participated in the

establishment and implementation of departmental goals, member of the

regional process group defining project processes and best practices,

managed software and outsourcing contracts.

. Oversaw the design and development of a Web based order management

system used by the call center and external customers, resulting in a

20 percent increase in call center productivity

. Achieved a 60K reduction in vendor fees through negotiations

. Managed budget, resource allocations and production releases for $4M

global migration project

. Accomplished project manager, over 150 projects with a 99 percent

within project process, budget and on time completions

Development tools used Java, C, Javascript, JDBC, JSP, ASP, UNIX scripting,

Linux, XML, HTML, and Weblogic. Databases included Informix and Oracle.

Cendant Corporation, Phoenix, AZ 1990-2002

Director, Systems Development (1997 - 2002)

Manage 30+ people including software development, database administration,

reporting and data analysis teams providing hotel reservation services for

over 7,000 hotels. My duties included establishing the overall direction

for the software development group, day to day management of staff, manage

project priorities and projects, set goals and expectations, acted as the

liaison to user groups and other IT department heads.

Tony Schmitt

3235 E. CAROL AVE

Phoenix, Az 85028 ***********@***.*** 602-***-****

Oversaw development for Central Reservation System projects, (GDS) Global

Distribution System interfaces, Hotel interfaces, Customer Service system,

Group booking system, Helpdesk system, all reporting functions and data

analysis.

. Increased annual revenue by over5 percent with the implementation of

Cendant's world class web sites for 7 hotel brands

. Improved communications by 20 percent with the implementation of

internet Hotel to Central Reservation system interfaces

. Introduced project development best practices guidelines

. Established Service level agreements with the user departments

. Maintained relationships with vendors and professional organizations

Development tools used were C, Java, Javascript, JSP, ASP, 4GL, Oracle

Forms, Visual Basic, Perl, Unix, Linux, Python, XML, HTML MS Visual

Interdev and Weblogic. Databases included Informix, Oracle and Access.

Project Leader, Developer (1990 - 1997)

Lead developer in an online transaction processing environment

including: central reservation system, contact center support

services, interfaces and reporting., managed projects and assigned

duties to other team members. Was an integral part of a team that was

responsible for projects ranging from hardware migrations to

migrations of hotel reservation systems from legacy platforms to

Cendant's client server environment.

. Implemented and supported hotel and central reservation interfaces to

over 7,000 hotels

. Implemented and supported interfaces to Global Distribution Systems

providing reservation service capabilities to over 45,000 travel

agents

. Managed Projects with a 99 percent completion of on time and within

budget

Technical Skills

C, Unix, 4GL, Visual Basic, Assembler, COBOL, RPG, Informix, Oracle,

Microsoft Office Suite.

Education

Rockland Institute of Technology, Phoenix, AZ

Computer programming

Numerous courses have been completed with emphasis on management and

project management.

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