Project Manager Customer Service

DALLAS SMITH

C: 623-***-**** *********@***.***

PROFESSIONAL SUMMARY

Dedicated manager with over 14 years of experience in the IT Financial industry as a Project Manager

and Business System Analyst/Consultant; in Business principles, SDLC processes, structured testing

methodologies and techniques. Extensive experience managing People, Processes, and Technology

Infrastructure/Development Projects that deliver strategic business value, with agreed upon functionality,

end-user satisfaction, and focus on the organization’s vision and mission.

AREAS OF EXPERTISE

Program/Project Management Cost-Reduction Strategies Communications

PMI Certified PMP Resource Management Presentations

Business System Analyst Vendor Management QA & Test Case Dev

Change/Issue/Risk Management Gantt chart tracking Data Modeling

Software Development Lifecycle Six Sigma Green Belt Mercury Quality Center

AMERICAN EXPRESS, Phoenix, AZ 2005 - 2009

Project Manager, OPEN Technologies 2007 - 2009

End to end Program/Project Manager for several software development & integrated hardware platform projects

for Card Services, including Web page access to card member base.

Selected Contributions:

OPEN Project Bobcat – Co-branded Card. Initial project objective was to leverage with a 3rd party merchant a

New Product Launch that would allow card members to make credit card payments (via

Cash, Check, Pin based Debit) at merchant locations that would immediately increase their line of credit to

make purchases.

Delivered Project work effort that enabled OPEN Card Members to track purchases with their own internal

identifiers tied to the ROC. The business goal is to generate 1MM new accounts over 7 years. The cost to

introduce this capability to Card Members was $7.5MM budget over 1 year.

Managed the relationships with business sponsors, technology teams, 3rd party vendors and governance

entities through constant communications, status reporting and weekly meetings.

Successfully managed $250K monthly budget by weekly monitoring of expenses and hours charged by 10

separate departments.

• Organized and led a highly motivated team of 25 IT professionals who received the highest possible

business rating of G1+ for achieving project implementation ten months earlier than earlier lifecycle

estimates.

Managed and delivered in 15 large and small software development projects. These projects had a

direct impact on the company's business and financial goals including sales, margin and external customer

satisfaction.

Project Manager, Global Network Systems (GNS) 2005 - 2007

Delivered a Global Network Services application that had multiple priorities. Lead / perform quality

review, change management, problem management and business capability management functions including

handling and coordinating risks with Sr. Leadership and vendors partners to ensure delivery while

production availability remained 99.8 %.

Highly proficient meeting security, privacy, and compliance requirements; implementing reengineering

saves; maintaining project forecasts and weekly project status reports; and delivering projects on time, with

in scope, cost, and quality parameters.

DALLAS SMITH PAGE TWO

WELLS FARGO, Phoenix, AZ 2002 - 2005

BSC Secure Engineering & Implementation 2003 - 2005

Project Managed pre-implementation and night implementation infrastructure modifications and changes

providing leadership status updates recapping application development modification change results.

EACO POC for change modification start/stop, successful/unsuccessful results of rules, handle updates,

alleviate resource conflicts e.g. two different teams on same firewall. This resulted in $159K resource

management conflict savings over 6 months.

Provided SEI Manager with weekly status report updates identifying resource forecast, issues & risks, actual

spend, etc.

Experience using reporting tools - Plan View, Crest, STAMP and Wanda.

Project Manager, Contractor 2002 – 2003

Advanced to increased responsibility positions, culminating in Business System Consultant & Project

Management roles with oversight of full Service Delivery Life Cycles. In-directly managed 18 Phone Bank

employees and projects received through the Automated Credit Application Processing System (ACAPS) in

areas of Applications Underwriting, Doc Prep, Review, Funding, and Processing of completed packages.

AMERICAN EXPRESS - Project Manager, Phoenix, AZ 1997 - 2002

Delivered and Lead planning, scheduling, and installation of AS400 Move project to transfer the Global

Pilot Platform system responsibility from the Salt Lake City facility to Phoenix.

Created a comprehensive Distributive Operations AS400 HW Support Manuals that provided technical

resources with system information, system monitoring and escalation process, Key SME contacts and back-

up and recovery information to maintain the GPP/SVCAP (Smart Card Product) AS400 Network.

Managed and track capacity and performance for storage systems. This identified and resolved gaps in

control processes delivering $2.5MM in demand management saves.

TECHNICAL SKILLS

Hardware: IBM and compatibles, AS400, Hewlett Packard, Unisys Mainframe series, DEC, Sun, Compaq

Servers Stratus, CAS, DCP and Cisco networking equipment.

Host Protocols: IPX/SPX, TCP/IP, NETBIOS, NETBEUI, SMB, SMTP, FTP, SDLC, DHCP, WINS, DNS,

SNMP, NDM, Correct Direct, and VOIP.

Applications: MS Project, Access, Excel, Outlook, PowerPoint, Word, Project Work Bench, MS Office Suite,

Visual Basic,Access 2000, IIS RDBMS, Posture SQL, Anabas D, Linux, DB2, Informix, Sybase, DNStool,

Oracle 8.0.3, ADO 1.5 and 2.1, ActiveX, DCOM, Crystal Reports, ASP, HTML, VBScript, Internet Information

Server, FTP, Primavera, Visio, ProVision, WebLogic, WebSphere, Oracle,.

Credit Card Processing Systems: Experience working with GNS, CAPN, CAPS IRX, CEO, and Web Hosting

Credit Card Host Systems that have direct impact to Consumer Credit, Commercial Credit, Debit, Prepaid,

Retail, Smart Cards, and Fraud line of business.

Analytical: Change, Incident, Problem, SLA's, and RFS. Track and resolve processing problems, coordinating

with all areas, ability to perform system analysis and create business requirements documents, develop test

plans, scripts and test bases, write or modify procedures for internal use, analyze files and do mapping from one

system to another. Implement new procedures including workflows, manuals and training as required.

ADDITIONAL EXPERIENCE

United States Air Force, MSgt

World Wide Assignments

DALLAS SMITH PAGE THREE

EDUCATION

Bachelor of Science Degree, Computer Information Systems

University of Nebraska, Omaha, Nebraska

Professional Development courses or certifications

Completed numerous courses and seminars, which include; customer service; business strategies; compliance

control; security loss prevention; time management; leadership; and performance assessment.

Contact this candidate