Project Manager Customer Service

O. Wayne Prince III [pic]

**** ****** ***, ********, abmnv5@r.postjobfree.com

IL 60084

224-***-**** http://www.linkedin.com/in/w

ayneprince

Background Summary:

A certified Project Management Professional (PMP) with extensive business

analysis and problem solving experience in product development, process

improvement, and project management roles; accomplished at building

business relationships in order to meet organizational objectives and

exceed customer expectations.

Areas of Expertise:

o Business Process Management, Improvement, & Re-engineering - develop

and implement LEAN process improvements as an individual contributor

and a leader of cross-functional teams.

o Business Analysis - define the Voice of the Customer through

qualitative and quantitative techniques; assess business needs and

business process gaps from interviews and existing process

documentation; develop functional requirements using analysis tools

such as Workflow Diagrams, Quality Function Deployment (QFD), and Use

Cases.

o Product Development - translate the Voice of the Customer into product

specifications and develop business cases throughout the product

lifecycle.

o Project Management - manage the scope, schedule, and cost of

development projects.

o Project Portfolio Management - collect and report project, program,

and portfolio cost, schedule, and resource allocation data in Project

Management Offices (PMOs) to facilitate executive prioritization,

scheduling, budget, and product strategy decisions.

o Resource Allocation & Estimation - develop, implement and manage

processes for feasibility assessment, effort estimation, and resource

allocation/leveling.

o Test Planning & Execution - utilize Trace Matrices and Use Cases to

develop and execute comprehensive system and user acceptance test

plans.

o Training Development & Delivery - develop and execute training plans

for groups and individuals in support of new product/application

launches, application enhancements, and process improvements.

o Knowledge Management - develop protocols and standards to manage the

creation and archiving of process documentation and operational

reporting.

o MS-Office Suite - extensive experience with the entire suite

(including Access, FrontPage, Project, and Visio) to collect data and

communicate information. Excel and VBA are great strengths.

Relevant Professional Experience (Accomplishments* and Responsibilities+):

2008 - Present Project Manager, Business Process Reengineering

Walgreens Health Services, Deerfield, IL

< Authored a User's Guide and complimentary training materials, using

Information Mapping techniques, in support of the deployment of the

Demand Management module of PlanView, a third party ERP/PPM system.

< Provided business requirements for the Project & Portfolio Management

Milestone 4 implementation of PlanView.

< Created project reporting templates and a reporting process for the

Walgreens Health Services PMO.

< Managed projects supporting the 90-Day Retail program, an initiative

to increase the market penetration of 90-Day prescriptions at retail

stores.

+ Currently building the processes and tools to support a New Product

Development framework and methodology based on Stage-gate best

practices for the Corporate Innovation Team.

+ Currently providing consulting services to Product Management on the

initiation of the PSC Refresh Product Development Program.

2006 - 2008 Project Manager, Business Technology Prioritization

Discover Financial Services, Riverwoods, IL

< Contributed to enterprise-wide process improvement initiatives,

including the Clarity ERP/PPM deployment and the design of the

Discover LEAN Project Lifecycle. These efforts allowed Discover to

maximize the return on investments.

< Led an intra-departmental team to consolidate three separate

innovation processes into a single, repeatable, sustainable, and

measureable New Product Development process managed by the business;

thus improving the quality and quantity of new initiatives and

providing executives with better information to make investment

decisions.

< Designed, developed, prototyped, and executed a process to assess the

business impacts of over 50 projects proposed by Marketing for

submission to the 2009 Planning exercise. Elements of this process

have been incorporated into Marketing's standard project intake and

prioritization process as a best practice to estimate resource impacts

and explore alternate solutions.

< Designed, developed, and prototyped a process utilizing elements of

Quality Function Deployment (QFD), a Design for Six Sigma best

practice, to help the business define, prioritize, and manage

requirements with an emphasis on the Voice of the Customer.

Marketing's use of this tool for the "Find My Offers/Choose My Offers"

project enabled the business to prioritize the customer requirements

and make informed value based decisions when confronted with resource

constraints, which decreased the budget by $400,000.

< Led a cross-functional team, which developed a method of comparing the

relative business priority of projects sponsored by different business

units competing for resources within an application. The Common

Enterprise Scorecard was designed with a "balanced scorecard"

framework. Its scoring formula and criteria evaluates projects in a

consistent, uniform, and fair manner by considering standard financial

metrics, unique divisional goals, and corporate strategy.

< Built an Access database to track and report the progress of Marketing

sponsored technology projects. Decreased reporting cycle-time allowing

reports to be generated weekly instead of monthly. The database also

provided Marketing a historical view of project execution data not

available elsewhere in the company.

+ Collected project status and metrics from stored data sources and

directly from project resources. Generated scheduled and ad hoc

reports covering the Marketing project portfolio for executive

management and day to day operations.

+ Worked with business stakeholders to define, prioritize, and manage

customer, functional, and systems requirements in compliance with

organizational standards throughout the project lifecycle.

+ Worked with business stakeholders to conduct financial analysis and

develop project business cases.

+ Managed the project intake and prioritization process. Reviewed

project Scorecards and other project documentation for completeness,

accuracy, comprehensiveness, and reasonableness. Prioritized projects

within the Marketing Portfolio based on project scores. Secured

technology resources for prioritized projects.

+ Documented PMO processes, procedures, and policies using Information

Mapping techniques. Established, maintained, and managed departmental

document repositories in Lotus Notes.

2005 - 2006 Sr. Project Analyst Corptax (formerly Deloitte & Touche

Tax Technologies), Deerfield, IL

< Analyzed the technical and process issues involved with upgrading MS-

Project Server 2003 to 2007.

< Evaluated the integrated use of MS-Visual Studio Team System-Team

Foundation Server with MS-Project Server.

< Worked with Enterprise Technology to test and implement a protocol to

synchronize the Project Server Enterprise Resource Pool with Active

Directory Groups. This protocol improved the reliability of the

resource pool.

+ Provided Tier 1 application support as an MS-Project Server

administrator. Maintained the project server global template,

resource pool, and security groups. Monitored project pipeline for

compliance with departmental standards.

+ Gathered, organized and produced project schedule, cost, and resource

metrics/reports for analysis and investigation. Created new reports

and processes to improve the management and allocation of resources

across Corptax.

+ Documented PMO processes, procedures, and policies using Information

Mapping techniques. Established, maintained, and managed departmental

document repositories in Documentum's eRoom.

1990 - 2003 Progressive Positions of Responsibility Sprint

Corporation, Overland Park, KS

2002 - 2003 Billing Analyst IV Billing Division

< Designed, developed, and implemented multiple releases of a Project

Tracking Database, which provided comprehensive management and

reporting tools monitoring the cost, scope, and schedule data of the

organization's project portfolio.

< Defined new processes, tools, and templates based on PRTM's Rapid

PACE framework, to manage the division's projects following a

functional realignment, by consolidating the best practices of three

divisions.

+ Created, maintained, and monitored, within fiscal guidelines and

policies, the project costing and funding vehicles representing the

division's two year development budget of $40,000,000.

+ Worked with business stakeholders to conduct financial analysis and

develop project business cases.

+ Chaired the Billing Impacts & Approaches forum to review business

requirements, estimate resource impacts and explore alternate

solutions.

+ Managed the project intake process. Reviewed project documentation

for completeness, accuracy, and reasonableness.

+ Developed training materials and delivered training in support of the

PMO processes, process improvements, and tools, thereby ensuring on-

schedule implementations.

+ Documented PMO processes, procedures, and policies using Information

Mapping techniques. Established, maintained, and managed departmental

document repositories in Opentext's Livelink.

2000 - 2002 Project Analyst III National Consumer Organization -

Product Development

< Designed a process to identify and separate capital labor dollars from

expense, allowing for the full recognition of project capital

expenditures, under SOP-98. Developed an application and associated

training documentation to simplify the capture of time entry data.

This saved Sprint $200,000/yr and Product Development's budget

$1,000,000/yr.

< Received a "Sprint Values Excellence" 1st Quarter 2001 award for

developing an application that decreased the lead-time required for

Project Team Leaders to produce project cost reports. The eight

reports generated by this tool improved reporting uniformity and

enhanced cross-departmental communication.

< Improved interdepartmental communication by designing, building, and

maintaining the organization's intranet web site, establishing the

foundation for a systematic knowledge management system ensuring

institutional knowledge retention.

+ Chaired the Consumer Impacts & Approaches forum. Managed the project

intake process.

+ Developed training materials and delivered training in support of

Sprint-Product Development processes, process improvements, and tools

ensuring on-schedule implementations.

+ Documented PMO processes, procedures, and policies using Information

Mapping techniques. Established, maintained, and managed departmental

document repositories in Opentext's Livelink.

1999 - 2000 Product Development Analyst II National Consumer

Organization - Product Development

< Led a cross-functional team to improve the communication, planning,

and coordination of the schedule for the CLEC Initiative, Sprint's

effort to resell local phone service in thirty-nine markets, by

developing a scheduling and reporting tool to integrate sixteen

interdependent work plans managed by multiple organizations.

< Gathered, organized, and published all project documentation, within

the scope of Sprint-Product Development's role supporting the CLEC

Initiative, thereby improving the ability of 150+ team members to

communicate, reference, and collaborate on project deliverables. Led

team meetings in the absence of the Project Team Leader.

< Developed a variety of tools and templates to improve the tracking and

management of requirements, project team rosters and issues decreasing

the time Project Team Leaders devoted to administrative details and

improving the department's ability to capture and report cycle-time

metrics.

1990 - 1999 Sr. Customer Account Representative National Consumer

Organization - Prepaid Card Customer Svc

< As a recognized subject matter expert, represented Prepaid Calling

Card Customer Service on new product development project core teams.

Developed business requirements with tools such as QFD and Use Cases.

Ensured defect-free software releases by developing and executing

comprehensive test plans. Effected operational implementation of

software releases by developing comprehensive training materials and

instructing line employees, individually and in groups of twenty to

twenty five on new system enhancements.

< Received nine "Sprint Values Excellence On-The-Spot" peer recognitions

for: "dedication and commitment to project success;" insightful

requirements analysis; participating in string and unit testing; as

well as completing project requirements and deliverables ahead of

schedule by creating effective organizational and time management

tools.

Work History:

2008-Present Project Manager, Business Process Reengineering

Walgreens, Deerfield, IL

2006-2008 Project Manager, Business Technology Prioritization

Discover Financial Services, Riverwoods, IL

2005-2006 Sr. Project Analyst Corptax Inc. (nee Deloitte & Touche

Tax Technologies), Deerfield, IL

2004-2005 Poker Dealer Isle of Capri, Kansas City, MO

2002-2003 Billing Analyst IV Sprint Corporation, Overland Park,

KS

2000-2002 Project Analyst III Sprint Corporation, Overland Park,

KS

1999-2000 Product Development Analyst II Sprint Corporation,

Overland Park, KS

1990-1999 Sr. Customer Account Rep. Sprint Corporation, Overland

Park, KS

Formal Education:

2004 Bachelors of Business Administration Baker University,

Overland Park, KS

Professional Affiliations & Certifications:

2008-Present Member Project Management Institute (Chicago Chapter &

PMO SIG)

2006 Harvard Management Essentials Certification Harvard Business

School

2006 Harvard Leadership Essentials Certification Harvard Business

School

2005-Present Project Management Professional (PMP) Project Management

Institute

Additional Skill Sets:

Professional Skills:

o Career Development Mentoring

o Financial Management

o Research, Analysis, & Problem Solving

o Knowledge Mgmt. & Information Mapping

o LEAN Practitioner

o Customer Service

o Spanish Fluency & Multicultural Experience

Technical/Other Skills:

o Programming & Web Design (VBA, HTML, JavaScript)

o Database Design & Development

o Technical Writing

o PC Hardware and SOHO Networks

o Lotus Notes

o Livelink Administration

o ERP (PlanView, Clarity, MS-Project Server) Applications

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