Project Manager Management

Robert J. Lakin

Roswell, GA

Email: ***********@*****.*** Phone: 404-***-****

http://www.linkedin.com/in/robertlakin

Profile

Energetic and creative performance solutions professional with exceptional

interpersonal and communication skills. Instinctive ability to manage

multiple project teams with a tendency to thrive in dynamic and fluid

environments while remaining pragmatic and focused. Significant experience

developing and leading teams to deliver superior operational and business

results. Skilled leader with exceptional client relations capabilities and

outstanding technical expertise. Adept project manager with both strategic

insight and hands-on experience, with ability to deliver high levels of

customer satisfaction and trust. Proven ability to transform organizations

into highly efficient and productive teams through superb leadership,

coaching, training, and mentoring.

Specialties

. Business Process Optimization

. Team Development and Leadership

. Project Management

. Software Development and Implementation Methodologies.

. Relational databases, Oracle, PL/SQL, Database Query and Management

. Bedside Medical Device Interfacing (BMDI), DataCaptor

. Hospital Information Systems (HIS)

. Anesthesia Information Management Systems (AIMS)

Experience

Director, Client Support Services at Surgical Information Systems

September 2008 - Present (1 year 9 months)

. Established "Client Care" function to build processes and tools aimed at

improving the client experience. Implemented client survey and follow-up

process to measure and enhance client satisfaction and root out causes of

dissatisfaction.

. Created Upgrade Center group to reduce cost, increase quality, and reduce

time of upgrade process. Upgrade time reduced by 4 months while placing

focus on the experience.

. Transitioned support organization to designated Support Analyst model to

provide continuity and positive client experience.

. Developed "Tiered System" as a complement to call center operation to

build client relationships and manage complex client situations.

. Implemented new system to streamline and automate call handling process.

Established a

Knowledgebase and deployed it on the client portal. Deployed Salesforce.com

for reporting and

Statistics, and developed a wide array of new metrics for measuring our

processes.

. Deployed support metric reporting to client portal for complete support

transparency and accountability, increasing client satisfaction.

. Improved client responsiveness and communications in the face of a

increase in sales. Improved client communications and escalation processes.

. Implemented Salesforce.com for Service and Support unifying disparate

systems and eliminate spreadsheet reporting.

. Successfully changed perception of 'nickel and diming' and improved

service levels. Instituted

new after-hours support processes, and continuously improved critical

client service metrics.

. Transformed Support Organization in 8 months from ineffective, negative

perception to positive experience at all levels of client interaction (as

reported by independent industry survey group

KLAS), resulting in improved client satisfaction rate of 70%.

Project Manager at Surgical Information Systems

June 2006 - September 2008 (2 years 4 months)

. Successfully implemented several Anesthesia Information Management

Systems (AIMS).

. Responsible for obligating contractual agreements and delivering projects

on time and on budget.

. Activities performed include project planning and tracking, resource

management, status

reporting, issues management, risk management, contract management and

building a strong,

well-motivated project team

. Instrumental in driving product development through all life cycle

phases.

. Direct experience/knowledge with most major Bio-Medical equipment brands.

. Coordinated efforts between multiple internal and eternal groups to

ensure project deliverables

are met.

. Responsible for contract negotiations on inside client sales.

. Well-informed in OR/Clinical documentation, process and procedures,

Clinical environments and

terminologies with focus on Anesthesia care.

. Lead the effort of software integration to third party bio-medical

interfacing solutions.

Technical Project Manager at Surgical Information Systems

June 2004 - June 2006 (2 years 1 month)

Responsible for the Technical Implementation of client systems purchasing

our software package.

Responsible for the support of 20+ separate customers complete technical

needs during the

implementation process. Work directly with the client on issue resolution

and identification.

. Implemented client systems on multiple server environments while

integrating servers as required.

. Provide Technical Training to the end users on the systems technical

aspects

. Create and install Oracle and database instances used by the application

. Troubleshoot issues from database/server/application or process.

. Set up and implement Clustered environments with Oracle Failsafe worked

with Windows / Unix

based systems

. Provide support to clients using remote access techniques.

Page 2

. Provide technical evaluation of client systems based on current

configurations to meet new

requirements

. Participated in the Beta program with clients

1 recommendation available upon request

Education

Art Institute of Atlanta

AA, Music Business, 1995 - 1997

Certifications

CAPM (Certified Associate in Project Management)

Honors and Awards

Honor Recruit, United States Navy

Graduated with Honors (Selected as Honor Recruit out of 225)

Interests

Mountain Biking, Music, Guitar/Drums, Water skiing / Kneeboarding, Reading,

Graphic Design,

Personal Growth and Development, Social Media and New Technologies.

Contact this candidate