Project Manager Customer Service

Steven Defoe

* ***** *****

Pleasant Valley, CT *6063

Home 860-***-**** *****.******@*****.*** Cell 860-***-****

SUMMARY

Extensive program and project management experience with a Fortune 50 company.

Aerospace/Defense, Energy Products, HVAC/Building Management Systems,

International Programs.

Materials Program Manager for Sikorsky S-70B Seahawk helicopters, Singapore

customer account manager provisioning aftermarket spare parts, ground support

equipment and services.

Engineering Project Manager developed embedded electronic control systems and

monitoring/prognostic systems used in commercial building controls, for HVAC

and energy management applications.

IT Project Manager for business information systems, developed a tracking/cost

management system using near real-time data collected from on-wing gas turbine

engines for commercial and military aircraft.

Key accomplishment – delivered $55M in revenue in the past three years.

ASEET/Electronics 1983, BSBA/Business Administration 2001, MBA/International

Business 2004.

PMP certification expected 2009.

Estimating, budgeting, scheduling, resource planning, earned value tracking,

risk management and product support experience.

Contract management and financial accountability.

Supervised a team of 10 direct reports across different locations, including

offshore software development teams.

Excellent team building and customer relationship skills.

Unique combination of technical and business skills. Knowledge specialist in

assigned areas.

International program management and technical product development experience.

Supply chain, procurement and delivery management experience

Integrated Logistics Support management (material, tech pubs, training)

experience.

Export compliance experience (ITAR, EAR classification and regulations).

Business process mapping and process development experience.

Software development project management expertise.

Process knowledge including PMBOK, CMMI, SDLC, ISO, EVMS and ACE quality

systems.

Proposals and new business development experience, primary customer interface.

High degree of computer and data analysis proficiency.

References available on request.

Steven Defoe

3 Diane Drive

Pleasant Valley, CT 06063

Home 860-***-**** *****.******@*****.*** Cell 860-***-****

PROFESSIONAL EXPERIENCE

UNITED TECHNOLOGIES CORPORATION 1982 – 2009

United Technologies Corporation (UTC) is a Fortune 50 diversified international company whose products include

Sikorsky helicopters, Carrier heating and air conditioning, Hamilton Sundstrand aerospace systems and industrial

products, Pratt & Whitney aircraft engines, Otis elevators and escalators, UTC Fire & Security systems and UTC

Power fuel cells. UTC was named No. 1 "Most Admired" aerospace and defense company by Fortune magazine,

and has been one of Forbes’ Platinum 400 Best Managed Big Companies in America every year since 1999.

The following positions are all with divisions of United Technologies Corporation.

Helicopter Support Inc, Trumbull CT 2006 – June 2009

Program Manager Helicopter Support, Inc. (HSI), a subsidiary of Sikorsky Aircraft Corp., is a worldwide

leader in helicopter support and repair services, serving approximately 900 commercial and military

customers in 56 countries. As Material Program Manager, my role was customer and contract

management for delivery of spare parts, ground support equipment and logistic services for new

Singapore S-70B helicopters.

Delivered $55M in sales revenue at company standard margin and secured additional customer

orders

Increased Singapore customer satisfaction as dedicated point of contact for aftermarket services

Business analyst for start-up of innovative joint program with Sikorsky, US Army and American

Eurocopter

UTC Power, South Windsor CT 2005 - 2006

Manager, Customer Service UTC Power is an energy products company that provides eco-friendly

power solutions to the commercial building, transportation and space industries. Portfolio included fuel

cells, gas-fired microturbine/absorption chiller co-generation systems, geothermal power and remote

monitoring systems. Customer service manager in field support organization.

Established remote monitoring and field support procedures for on-site power systems in

conjunction with service provider Carrier Corporation, resulting in improved system availability

and customer satisfaction

Pratt & Whitney Corporation, East Hartford CT 2003 - 2005

Project Manager, Business Systems Pratt & Whitney is a manufacturer of gas turbine engines for military and

commercial aircraft and power generating systems. IT Project Manager responsible for integrating near real-time

operating data, business processes and financial data into a new diagnostics and fleet management system.

Developed business processes with military customer support organization to design effective tools

Developed maintenance tools to allow fleet managers to improve tracking and reduce operating costs

Effectively led software development by an offshore team to reduce non-recurring development costs

Hamilton Sundstrand Corporation, East Hartford CT 2002 - 2003

Project Manager, Engine & Control Systems Hamilton Sundstrand provides environmental and control systems

for commercial and military aircraft and space systems. Engineering Project Manager with the Special Test

Equipment group, Pratt & Whitney campus. Manage simulation and test system development for gas turbine

engine electronic controls, military and commercial.

Acted as customer liaison to develop system requirements and negotiate project funding.

Scheduled test system development and maintenance to support engine tests, on-time and budget.

Carrier Corporation, Farmington CT 1986 - 2001

Project Manager, Carrier Electronics Carrier Corporation is a world-leader in Heating Ventilation and Air

Conditioning and Refrigeration. Engineering Project Manager in the commercial buildings group. Led a

geographically distributed cross-functional team to commercialize new electronic controls, building management

and remote monitoring/prognostic systems.

Developed project plans, customer requirements, change management, manufacturing, marketing and

field support to effectively manage assigned system control products.

Liason with United Technologies Research Center to bring new innovative technologies to market.

Hardware and software development life cycle management specialist.

Conducted ISO 9000 audits with UL assessors to obtain and maintain ISO certification.

Progressive responsibilities as Technical Writer, Systems Engineer, and Project Manager.

UTC Stock Option award in recognition of performance.

Steven Defoe

3 Diane Drive

Pleasant Valley, CT 06063

Home 860-***-**** *****.******@*****.*** Cell 860-***-****

PROFESSIONAL EXPERIENCE (continued)

Otis Elevator Corporation, Bloomfield CT 1985 - 1986

Electronics Technician Otis Elevator is the world-leading manufacturer, installer and maintainer of elevators,

escalators and moving walkways. Electronics Technician at Otis Service Center facility.

Participated in the successful relocation, start up and integration of a new electronic repair facility.

Diagnosed and repaired electronic controls for commercial elevator systems.

Hamilton Standard Corporation, Farmington CT 1982 - 1985

Electronics Technician Hamilton Standard (now Hamilton Sunstrand) provides environmental and flight controls

for commercial and military aircraft and space systems. Electronics Technician in flight control systems R&D

organization.

Built and tested prototype avionics and flight control computers for military and experimental aircraft.

Projects included F-20 flight control computer prototype, X-Wing simulation test stands, heads-up display.

Supervised contract employees to deliver complex test stands on-time.

EDUCATION

UNIVERSITY OF HARTFORD, West Hartford, CT

MBA - International Business 2005

BSBA - Business Administration 2001

ASEET - Electronics Engineering Technology 1983

TECHNICAL SKILLS

Managed projects developed in C, C++, assembly, Unix/Linux, Java/Oracle, SAP, Visual BASIC, and

BEST++ object oriented proprietary language used in building management applications.

MATLAB and VISSIM modeling and test software development.

SAP/JDE and Mainframe applications, B2B web portal power user.

Business reports development and analysis skills.

MS Excel, Access, Project, Word, Visio, PowerPoint skills.

PROFESSIONAL DEVELOPMENT

Professional Certification

PMP Certification expected 2009.

Management Seminars

Project Management, Supervisory Skills, CMM, EVMS, EH&S, negotiation skills, 1996 - 2009

HSI Program Management University, 2008

Ito University (ACE quality system), UTRC, 2000

Technical Seminars

Capstone Microturbine Training, Chatsworth CA, 2005

Fleet Management Training, Pratt & Whitney, 2003

Gas Turbine Engines, Introduction to UNIX, Rensselaer at Hartford. 2002

ISO 9000 and CE Mark training, UTEC, Fort Wayne IN, 1998

Controls theory, Hartford Graduate Center, 1994

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