Project Manager Management
Resume:
Marianne E. Closs
Neptune, New Jersey 07753
**********@**.***
PROFESSIONAL SUMMARY
An innovative, experienced professional who is results driven and consistently demonstrates strong leadership,
communication, organizational and project management skills. An analytical thinker with an outstanding record of
achievement in developing, implementing and managing technical solutions, business models and management processes.
Areas of proficiency include strategic outsourcing, complex project management, business area consulting, financial impact
analysis, personnel management, and effective decision-making.
PROFESSIONAL EXPERIENCE
IBM CORPORATION. Piscataway, New Jersey 2006 – 2009
Service Delivery Manager – Honeywell Account
Responsible for all contractual US and EMEA (France and Czech Republic) service level attainments with primary focus
on profit, growth objectives and customer satisfaction targets.
Over all facets of Cross Tower Department which included project and opportunity management, financial outlooks,
client services, performance metrics and customer relationship management
Ensure all Cross Tower processes are executed by way of effective metrics, training, communication, and established
techniques.
Managed account continuous improvement projects.
Responsible for Audits and Business Controls
IBM CORPORATION. Piscataway, New Jersey 2005 – 2006
Service Delivery Tower Manager, Distributed Operations – Franklin Templeton Account
SDTM for $50M per year outsourcing contract servicing global financial services.
Managed and lead a technical team providing UNIX, Intel, and network services for all US and Canada operations.
Over seen 24 x 7 computer operations support for multiple sites, which encompassed approximately 1200 servers.
Responsible for server, network, operations, customer satisfaction/relationship, service quality and technical performance.
Led multiple Disaster Recovery exercises.
Managed account continuous improvement projects
Responsible for audits, business controls, staffing, resource management, and financial interlock
IBM CORPORATION. Raritan and New Brunswick, New Jersey 2001 – 2005
Relationship Program Manager/Service Delivery Manager – Johnson & Johnson Account
Managed the delivery of a $330 million dollar outsourced infrastructure services, contract deliverable metrics and
compliance, financials/budget and new strategic business opportunities.
Successfully led multiple diverse cross-functional teams and acted as focal point establishing transformation strategies for
two large End User Services and Customer Care Help Desk reengineering efforts to India and Brazil.
Over seen 24 x 7 computer operations support for multiple operating companies, which encompassed approximately 1000
servers, switches, routers and access points.
Responsible for customer satisfaction/relationship, staffing, service quality, technical performance, billing, P&L, new
business opportunities, sales, account strategy, risk management, and disaster recovery.
Project revenue doubled in the first year realizing a GP growth of 10%. .
IBM CORPORATION. Somers, New York 2000 – 2001
Global Project Manager – Infrastructure Resource Management
Responsible for Infrastructure and Systems Management Services, focusing on global Help Desk, Asset Services and
Infrastructure to foster global growth.
Managed a global team (England and Belgium) and an extended team of worldwide regional managers and practitioners
in delivering offering enhancements and new services to clients.
Responsible for global initiatives, development, revenue growth, Statement’s of Work, implementation of contracts, and
the coordination of global/regional activities including education and global event planning.
IBM CORPORATION. Union Beach, New Jersey 1999 – 2000
Operation Manager – International Flavors and Fragrances Account
Customer liaison responsible for transition/steady state domestic full NWS services which included Help Desk, Call
Center implementation, Procurement Coordination, Server installation, Asset Management, Break Fix, Maintenance,
Deskside Support and Disaster Recovery in 13 US locations.
Managed the conversion from IBM mainframes to a multi-tiered architecture (UNIX, Oracle, and Powerbuilder)
Lead a team of professionals for Disaster Recovery
Responsible for contract/account management, technical management, customer account relationship, staffing, P&L,
Risk management and service level attainment.
BM CORPORATION. Somerset, New Jersey 1998 – 1998
Project Manager – Johnson & Johnson Account
Led and managed the transition of J&J Ethicon affiliates to the Change Management system.
Managed/developed all aspects of the Change Management process which included the development of extensive
training packages on Change Management, providing educational training to IBM and the customer on the use of CMT
(Change Management Tool), and the development of Management Status Reports.
Managed all related post implementation activities. Successful project completion on schedule and within budget.
IBM CORPORATION. Parsippany, New Jersey 1997 - 1998
Project manager / Information Technology Specialist – Prudential Account
Responsible for unit/regression testing of system enhancements and managing the release of investment system
applications for Year 2000 Certification.
Project managed a support group of 23 employees servicing the technical and operational needs of prudential domestic
locations.
Provide client interaction to define new system functionality.
Apply securities accounting and systems knowledge to troubleshoot system problems.
Maintain and improve client relations via root cause analysis, recommend and implement viable solutions, and negotiate
to achieve goals by articulating and comparing alternative approaches.
Provided assistance writing Problem and Change Management Policies and Procedures manual reflecting current
procedures in use at Prudential.
PEOPLESOFT, INC. Teaneck, New Jersey 1996 - 1996
Customer Education Specialist
Responsibilities included designing course development, outlines, documentation and product support.
Systems testing to ensure course materials reflect current product features.
Conducted formal platform training sessions on financial applications in a client/server atmosphere both in-house and
customer site (75-80% US travel).
SCHENKER INTERNATIONAL, INC. Jersey City, New Jersey 1994 - 1996
Senior Manager Corporate Training
Reporting to the CIO, managed a staff of 10 professionals with responsibilities, which included the implementation, and
coordination of training programs encompassing national, regional and local training seminars for the entire corporation.
Developed training material, curriculum and manuals to support both on and off site training.
Extensively traveled to sites and conducted comprehensive formal training sessions pertaining to financial applications
and logistics systems.
Assessed and evaluated problems, implemented viable solutions to increase productivity and maintain high standards.
EDUCATIONAL BACKGROUND and TRAINING
Masters in Business Administration
Georgian Court University Lakewood, New Jersey
Masters Certificate in Project Management
George Washington University Washington, D.C.
Bachelor of Science in Business Administration Concentration in Marketing
Georgian Court University Lakewood, New Jersey
Expertly trained in the martial art of Isshinryu Karate: holds Second Degree Black Belt
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