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Project Manager Customer Service

Issaquah, Washington, 98027, United States
May 27, 2010

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*** ******** **** ********* **, D304

Issaquah, WA 98027

(206) ***-**** (Mobile)

SUMMARY OF QUALIFICATIONS: Skilled professional with extensive experience

in Team/Resource Development, Software Solution Evaluation, Legacy and

Systems Integration, Internet Systems Development, Sarbanes-Oxley

Compliance and Release/Deployment Management. Detail-oriented, with

outstanding work prioritization skills and aptitudes. Team player with a

positive work attitude. Experience working with individuals from a wide

variety of backgrounds.

Proficiency areas include:

. Project/Program/Team Management

. Strategic Development, Planning, Vendor Management

. Contract Negotiations, Resource Planning, Budgeting, Team Building


EXPEDIA, INC., Bellevue, WA 2008-2010

eCommerce Release Manager

. Updated release process to incorporate new production control and

operational requirements. Focusing on simplicity, SOX requirements and

operation readiness.

. Developed Operation Sharepoint portal as primary communication tool.

. Developed and published new environment promotion process to gain

efficiencies and clarify roles and ownership.

. Managed several major/minor and emergency and branded site

deployments. Interface with project managers, development, QA,

operations and infrastructure teams.

WIMMER SOLUTIONS, Redmond, WA 2006-2008

Client: Microsoft Corporation, Redmond, WA

Senior Project Consultant (2007-2008)

. Liaison for marketing and engineering teams in support of

international OEM partner channel. Analyzed business challenges and

defined requirements that enabled streamlining report inventory by

consolidating and retiring redundant reports and data sources. Our

team built simple pivots which allowed our constituents to perform

business intelligence (BI) analysis. Collaborated with engineering

team to deploy online tool for analysis and maintenance of Co-Op

Eligibility data saving hundreds of hours in email and manual data


Client: Microsoft Corporation, Redmond, WA

Program Manager (2006-2007)

. Delivered release of vendor-developed web-based Co-Op marketing

application. Prioritized requirements and development cycles allowing

greater benefit in shortest time through multiple releases.

Rachel A. Dickson / 2

COMFORCE 2004-2006

Client: Cingular Wireless, Atlanta, GA

Senior Project Manager

. Managed development and implementation of several commission system

initiatives in support of AT&T merger, allowing Cingular to align

sales force commissions and simplify processing. All team members were

remote and new PMO required adherence to new SOX-compliant SDLC

deliverables and gate reviews.

COVESTIC 2003-2004

Client: AT&T Wireless, Redmond, WA

Senior Project Manager

. Managed deployment and testing of procedures for Sarbanes-Oxley (SOX)

compliance within Wireless Network Services. Hired temporary staff to

manage new procedures and document results. Collaborated with outside

testing and auditing teams to ensure compliance.

Client: Western Wireless, Bellevue, WA

. Led transition to state-of-art voice response system including updated

call center call routing; served as primary point person for vendor

supplying dialog and voice talent. Managed deployment of new servers

and upgraded operating system. Lead development through implementation

of new release of VRU application including customized rule-based



Client: T-Mobile, Bellevue, WA

Senior Project Manager

. Managed development and delivery of a highly visible sales initiative

enabling 5,000 U.S. retail associates to process customer service

requests in store. This reduced calls to customer service center and

increased customer satisfaction. To provide quick results,

requirements were prioritized and sprints were established giving

greater benefits through multiple, short deployments.


Client: Verizon Wireless, Bellevue, WA

Senior Project Manager

. Managed large, strategic point-of-sale integration project. After

merge with Airtouch, Verizon chose to replace the legacy POS system

for the Western U.S. Project required replacing the mainframe front-

end with a web-based UI and integrating it with the existing

invoicing, credit and inventory systems. Coordinated UAT and retail

associate training. Replaced store sales hardware and peripherals and

ran new communication lines to stores and kiosks to handle increased

network traffic. Worked collaboratively with partner project managers

and teams in California and New Jersey.

Client: Microsoft Corporation, Redmond, WA

. Assumed management of several small international website enhancement


Rachel A. Dickson / 3


Client: PEMCO Insurance Company, Seattle, WA

Project Manager

. Delivered a web-based quote system (first of a kind for PEMCO) which

required integration with mainframe backend. A middleware product

(Silverstream) was used to serve up mainframe screens to the front-



Enterprise Applications Manager

. Supervised the activities of up to 30 personnel (consultants and in-

house employees) to reduce staff requirements to 8 personnel. Led

transition of corporate systems from large, mainframe-based

applications to smaller, agile solutions in compliance with new

enterprise share-service model. Coordinated transition to all vendor-

supported applications, eliminating full-time positions and retraining

and coaching remaining team. Served as technology liaison for

corporate administrative and executive organizations. Managed

budgeting and resource planning for application support team. Served

as volunteer member of the Corporate Employee Committee; our team

worked to streamline and automate the periodic review and evaluation



Senior Project Manager, MySource Talent (client: Providence Health and

Services, Renton, WA), 2007

Senior Consultant, Nordstrom, Swedish Medical Center and Blue Cross of

WA/AK, 1991-1995

Database Marketing Specialist, Goal Systems International, 1991

Development Team Lead, Airborne, U.S. West and Safeco, 1983-1989


B.S., Business Administration, Information Systems, California State

University, Hayward, CA

Technology environment proficiency includes:

Java, .NET, HTML, C++, VB, IBM and DEC Mainframe, SQLServer, DB2, MS Office


Willing to travel/relocate. Salary: Negotiable.

Professional and Personal References Available upon Request

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