Project Manager Management

DONALD C. SHIELDS III, MSc, PMP **** Lago Mar Drive

http://www.linkedin.com/in/donshields Centerville, OH

45458

***.*******@*********.*** 937-***-**** -

Cell

PROFILE

Technical Program Director (Project Management Professional, Teradata

Certified Professional) with extensive global leadership success with

software development and technology development:

Team Leadership & Team Building Strategic and Tactical Planning

Software Development Management Problem-solving & decision making

skills

International Global Experience Technical Program & Project Management

Excellent Written & Presentation Quality Management (Six Sigma, QFD,

Skills ISO)

SUMMARY OF ACHIEVEMENTS

Diverse technical project management and application development projects &

implementations

Program Manager of Customer Call Center IT programs in the Americas,

Europe, Asia Pacific utilizing Cisco System's IP Contact Center Enterprise

telephony solution including Voice over IP

Master Black Belt for several Six Sigma productivity improvement projects,

value over $25M

PROFESSIONAL EXPERIENCE

DIRECTOR & NCR Account Delivery Manager, Sogeti USA LLC, Dayton, OH 2009 -

Present

Senior IT Program Manager supporting NCR account - currently leading the

Global Workgroup Applications team. Responsibilities include Client

Satisfaction management, Engagement/Project issue escalation (first-line

support), new consultant on-boarding/knowledge transfer and off-shore

management (first-line support). Same client role and responsibilities as

previous position with NCR.

. Leading Global Help Desk Redesign project focused on self-service for

incident avoidance

NCR Corporation, Dayton, OH 1983 - 2009

DIRECTOR, Global Workgroup Applications & PMO 2007 -

2009

Program Manager / Development Director leading teams developing and

deploying Microsoft Software Distribution & SharePoint programs, IBM Tivoli

/ Netcool Data Center monitoring, intranet websites and Global Help Desk

website & employee self-help services. Drive program requirements and

objectives and implement solutions focused on NCR & customer requirements

globally.

. Lead team of 22 NCR and 10 contracted Project Managers & Analysts

globally

. Lead cross-discipline & cross-program Project Management Office (PMO)

. Developed Ideation, Global Help Desk & Account Management Self Service

Web Capabilities

. Drove $842K reduction in maintenance renewal and contract period for

monitoring tool suite

. Developed overseas development staff insourcing plan - five person pilot

to save $60k annually

DIRECTOR, WCS Programs - IT Services 2001 -

2007

Program Manager leading the T&I Program Management Office for Worldwide

Customer Services, Teradata Customer Services and Call Center programs.

Drive program requirements; lead cross-functional teams to scope and

implement programs focused on all aspects of the Customer Services and

Managed Services businesses globally. Areas: IP Telephony, VoIP,

Firewalls, Extranet & LAN/WAN Networking, Servers, PCs, Help Desk, and

Security. Member: WCS GSA&S and T&I LTs.

. Lead team of 3 Project Managers and 20 technical matrixed Project

Managers & Analysts

. Managed planned & unplanned WCS annual program budget, over $10M in 2007

. Implemented new Call Centers & Regional Infrastructure Centers in UK,

India, & Amsterdam

. Implemented number of customer engagements & special projects globally,

over $4.3M in 2006

. Awarded number of WCS and ITS Program Recognition Awards

DIRECTOR, Quality - Six Sigma Services - Teradata Division

1997 - 2001

Worked with the Teradata Leadership Team and other senior management to

provide Six Sigma direction and project management oversight on key

Teradata Division projects. Led and participated in several cross NCR and

Business Unit Process Improvements initiatives prompted by NCR business

results, customer satisfaction feedback, and Malcolm Baldrige assessments.

Master Black Belt for the Teradata Software Orderability & Entitlement

project, valued $2M

Reengineered the Teradata Third Party Product Process for sales and

engineering, valued $2M

Business Unit Lead for NCR's Year 2000 Business Continuity Contingency

Planning taskforce

Managed the 1998 Teradata Key Initiatives Program, valued at over $13M

Awarded Performance Bonus Award, 2000 and Global Quality Great Performance

Award, 1998

SENIOR PROJECT MANAGER - Worldwide Customer Services 1995 -

1997

Project Manager for planning for the implementation and deployment of CSMS

(Customer Services Management System) within the United States.

Responsible for the project management for the US Business Deployment Team,

the IT Americas Deployment Team and extended teams.

Developed and tracked the critical paths for the three phases of the

initial program deployment

Coordinated the financial analysis of the US CSMS deployment, saving over

$36M annually

Developed and maintained the risk assessment of the US CSMS deployment

activities

SENIOR PROJECT MANAGER - Worldwide Professional Services 1994 - 1995

Project Manager for planning & deployment of professional support services

projects. Special assignments with Services Marketing to project manage

the NCR Worldwide Warranty Program.

MANAGER, Quality and Engineering Ops - ADE Business Unit, Teradata 1992 -

1994

Managed Application Development Environment (ADE) Information Systems,

Software Development environment, Customer Delight, ISO9001 Certification,

Quality Function Deployment (QFD), in Dayton, OH and San Diego, CA.

Managed team of 10 associates in Dayton, OH and San Diego, CA

SENIOR PRINCIPAL PROGRAMMER/ANALYST - Retail Systems Division 1983 - 1992

Design, architecture, software development and customer support of the

Unity Advanced Checkout System, Department Store System (DSS) and the

System 7000 Advanced Checkout System. Responsibilities included UNIX

Operating System support and software development in ORACLE, 'C', 'C

and PASCAL. Awarded numerous achievement and customer support Awards.

EDUCATION

Master of Science, Business Administration, Central Michigan University,

1995, GPA 3.86

Master's Certificate, Project Management, George Washington University,

1996

Bachelor of Science, Computer Science, Marycrest University, 1983, GPA 3.20

Associate of Arts, Philosophy, Marycrest University, 1982

PROFESSIONAL CERTIFICATIONS & MEMBERSHIPS

Project Management (PMP) Certification NCR Six Sigma Master Black Belt

Teradata Certified Professional NCR Six Sigma Green Belt Instructor

NCR Certified Quality Manager Member, Project Management Institute

NCR Certified Software Quality Engineer

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