Project Manager Customer Service
Resume:
DOROTHY MURRAY, CSM
***** *** ***. *.*., Maple Valley, WA 98038
abnjma@r.postjobfree.com
CAREER OBJECTIVE
Performance-driven IT Professional eager to contribute technical proficiencies as well as dynamic project/program
management, customer service, and team leadership skills toward supporting operations of a progressive organization
PROFILE
Offer 10 years of progressive IT experience, with expertise in project management, budget administration,
business analysis, product testing, problem resolution, and compliance enforcement
Demonstrated ability to assess and respond to client-specific needs; conduct business process, cost / benefit, and
system implementation analyses
Expertly design, implement, modify, document, and troubleshoot complex technological solutions and processes;
work closely with project sponsors to meet business and technical needs
Determine project organization, methodologies, roles, and responsibilities; diligently document risks, introduce
mitigation plans, efficiently resolve issues
Facilitate communication with clients and provide design summaries, project charters, project plans, and budget
and schedule progress reports throughout entire process
Strategically plan and coordinate top-performing on-site and remote support teams; assign workflow and human
resources for optimal coverage while containing labor costs
Depth of knowledge in Systems Development Life Cycle (SDLC) and Secure Development Lifecycle-IT (SDL-IT)
methodologies including waterfall, RUP, Agile/Scrum;
Dynamic organization, prioritization and time management skills; consistently achieve critical deadlines while
maintaining high quality standards
~ TECHNICAL PROFICIENCIES ~
MS Office Suite (Word, Excel, PowerPoint, Access, Outlook) ~ MS Project ~ Visual Studio ~ Product Studio ~ Clarity ~
Sharepoint ~ SQL ~ Oracle ~ Team Foundation Server ~ Windows ~ Unix ~ ASPX ~ .NET ~ XML
PROFESSIONAL EXPERIENCE
Ciber, Bellevue, WA 2008 – 2009
Senior Project Manager – T-Mobile Contract
• Successfully employed RUP methodology and guided 15-member project team in consistently achieving on-time
delivery of multiple monthly e-commerce releases
• Prepared and administered $1.5M project budget with less than 1% variance; received top score in year end
executive report
Excell Data Corp., Bellevue, WA 2001 – 2008
Senior Project Manager – Microsoft Contract
• Delivered functional Software as a Service (SaaS) proof of concept demo two months ahead of schedule; utilized
Agile Scrum framework to drive prototype development from inception through realization as complete HTML end-
to-end use case
Senior Program Manager – Microsoft Contract
• Effectively streamlined and managed new customer intake process, reducing lead time by 50% and providing full
web service application support for more than 200 internal customers within hosted environment
• Increased SDLC and SDL-IT security policies and standards compliance from 65% to 95% by educating
customers, improving communication, and mapping/tracking progress of issues using management scorecard
Privacy Program Manager – Microsoft Contract
• Expertly managed 40 million web page IT audit compliance project and resolved 98% of outstanding issues within
established SLA schedule; directed customer data management project from internal audit to global
decentralization and deployment
• Developed and implemented privacy, data destruction/retention, and secure data transfer policy procedures and
updates; additionally instituted software/hardware upgrades, privacy and legal disclosure templates for vendor-
hosted sites, overhead-reducing documentation and training, and automated Can Spam Act to increase response
time by three days
Continued…
Dorothy Murray Page 2
Program Manager – Microsoft Contract
• Strategically boosted operational efficiencies in delivering quality client servicing by launching online registration
system upgrade with side-by-side deployment while achieving zero downtime to online customers
• Oversaw privacy issue resolution, removed newsletter IP addresses from blacklisted domains, reviewed C++
code and stored procedures for newsletter database application, and specified functional requirements for future
version/platform; achieved on-time completion through effective resource-sharing across multiple
development/test teams
Business System Analyst – Boeing Contract
• Conducted legacy systems analysis to define and author data conversion and test functional requirements for
integrated systems with relational databases; played instrumental role in reaching SEI-CMM level 2 and awarded
Certificate of Achievement from Boeing Commercial Airplane Group
Best Consulting, Kirkland, WA 1999 – 2001
Project Manager – The Arc of King County Website
• Proficiently managed design, development, and implementation of Phase I of new site and prepared virtual team
for Phase II sequence; led five-member team to receive the prestigious Arc Angel Award from client as well as
Certificate of Achievement from employer
Program Manager – Microsoft Contract
• Directed the administration and system optimization of web-based real estate broker application; provided
exceptional customer technical support and created comprehensive functional specification documentation for
future versions
EDUCATION
Saint Leo University, Saint Leo, FL 2006
Bachelor of Arts in Management Information Systems
~ PROFESSIONAL DEVELOPMENT ~
Certified Scrum Master (CSM), Scrum Alliance, Redmond, WA 2009
2007
ACE Secure Program Manager Certification
Contact this candidate