Management Manager

Pete Mercier

***** ***** ****** 210-***-**** (M)

San Antonio, TX 78216 abnhgd@r.postjobfree.com 210-***-**** (H)

Technology Program-Project Manager

A technology services and operations professional focused upon Business Process Technology Integration.

Dedicated to the realization of Business Process Improvement (BPI) and organizational profitability through the

integration of people, process, technology and sound analysis & project management practices.

Considered by clients and peers as a devoted customer centric advocate for operational efficiency and usability

utilizing structured BPI process analysis and multiple PMO proprietary and PMI (PMBOK) oriented project

management methodologies.

Skills & Qualifications

• Technology Program & Project Management • Business Process Improvement (BPI)

• Business Process Analysis & Needs Assessment • Excellent Facilitation Skills

• Gap Analysis & Solution Design • Experienced Change Management

• Strong Communicator & Negotiator • Conflict Management

• Exceptional Presentation Skills to all audiences • Risk Management & Root Cause Analysis

• Dedicated Mentor and Career Coach • Scheduling & Logistics

Experience

DELL COMPUTER - Dell Global Service Delivery 2003.05 – Present

Project & Program Manager

• Successfully managed all assigned Dell most politically sensitive clients and programs that required

advanced negotiation, customer relationship management, conflict and change management skills.

• Enhanced due diligence discovery definition requirements interview processes with Dell’s tier 1 client’s

ensuring that program, client & cross-functional contract resources, infrastructure, logistics and long

term services delivery models are properly defined, documented and executed.

• Developed several project management process improvement tools including MS SharePoint based

change management, communications, project status, RAILs and various other collaboration tools.

• Improved Project delivery processes for Definition, Design and Deployment of large technology

deployment projects including customer relationship, carrier logistics and 3rd party technical resources

• Served as Subject Matter Expert (SME) on multiple Dell Internal Business Process Improvement (BPI-

Six Sigma and 5S) committees to improve project delivery, logistics processes, EDI, records-

management, WEB based real time communication for status, risk assessment, problem resolution and

enhanced service delivery.

SLL NETWORK, San Antonio, TX 2000 – 2003.05

A technology start-up utilizing WEB based, on-site kiosk concept for retailers and advertisers to reach

consumers in grocery and convenience stores. The kiosks presented full motion media and touch screens to

enable consumers to review special offers allowing advertisers to monitor campaign effectiveness.

Director of Technology & Operations

• Managed all technology architecture, planning and operations to include: proof-of-concept, support,

deployment and monthly review of defined success metrics and program SLA compliance.

• Developed and managed all technology vendor contracts to include equipment and utility provisioning,

service level agreements and quality of service metrics providing cost management and control

• Successfully implemented remote monitoring, Network Operations Center (NOC) infrastructure,

providing security, system alerts, remote systems management and system asset auditing.

P age 2

Pete Mercier

COMPUCOM SYSTEMS, San Antonio, TX 1997 – 2000

Managing Consultant & Consulting Development Manager (promoted from TSM)

• Promoted from previous position of Technical Services Manager serving as regional technology

consultant for the development enterprise delivery and services management organizations

• Developed client business technology needs assessment practices serving as principal methodology

evangelist building technology project leadership teams utilizing PMI policies and procedures

• Actively served as principal consultant of structured business process assessment methodology practices

delivering phased approach to include: role definition, PM documentation & reporting tools, success

metric definition, communication policies and vendor assessment

• Served as Regional Technical Services Manager creating and managing technical services and

consulting organization a combined staff of 250 comprised of: Field and Systems Engineering, Project

Management and Consulting Services

• Exceeded management objectives to include; service/consulting/project management, conflict

management, contract negotiations, establishing success metrics for service level agreements, program

compliance and pricing, recruiting, training, staff professional development

VANSTAR CORPORATION, San Antonio, TX 1995 – 1997

Senior Technology Consultant

• Successfully served as team lead and Business and Technology Process Improvement consultant for

client organizations managing multiple technology consultants and engineers in varying disciplines

• Secured management approval for developed business plans to create project management practice

teams, recruited and trained core teams in project management methodologies and client relationship

management resulting in previously unrecognized services revenues of over 35%

INTEGRATED SYSTEMS DESIGN, Houston, TX 1979 – 1995

Business Process Technology Integration Consultant & Co-Founder

• Actively served as principal interface to clients seeking to automate or enhance business processes and

manual operations through the integration of ERP systems and computer based peripherals to include

barcode, wireless data comm, business partner EDI and predictive inventory/resource requirements

• Increased clients manufacturing capacity and throughput by over 65% through the automation of manual

processes, improved inventory control and material requirements planning (MRP) systems

• Successfully implemented distributed data systems that enabled tracking of all manufactured

asset activities from creation to retirement including manufacture, service and disposal records

Education

University of Texas – Austin – Business Administration & Marketing

CBM College – Advanced Technology Concepts & Application Development – 1974

Project Management Institute (PMI) – PMP Certification in Progress

Computer Skills

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MS Project Adobe

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MS SharePoint Altiris

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MS Visio Enterprise Remedy

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MS SQL, Visual Basic Macromedia

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MS Exchange Norton (Ghost, Firewall)

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MS Office 2007 Professional Suite Cisco (Pix, VPN, Aironet, Linksys)

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