Management Quality

John Ebert

Email: abo3lm@r.postjobfree.com

Address: **** *.******** **.

City: Denver

State: CO

Zip: 80222

Country: USA

Phone: 720-***-****

Skill Level: Management

Salary Range: 70

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

John R. Ebert, MHS, BA, CMC

Roles

* Quality Management Coordinator/Specialist

* Project /Program Manager

* Process Management Auditor

* Benefits/Insurance Coordinator-Quality Management

* Consultant (Contractor)

* Data Analyst

* Operations Management Officer

* Emergency Actions Officer

* Commercial Pilot

* Certified Flight Instructor

* Lead IT Analyst

* Technical Support Specialist

* Systems Engineer

Tools/Methods

* Total Quality Management

* Process improvement

* Lean Six Sigma

* Six-Sigma methodology

* Process improvement

* Management/leadership

* Requirements Analysis

* Agile/Scrum/RUP

* SEI-CMMI

* Rational and JAMA suites

Industry Application

* Quality Management

* Healthcare

* Consulting

* U.S. Air Force

* Aviation Industry

* Telecommunications

* Software Development

Education/Certifications

* Lean Six Sigma Black Belt (exam - Dec 2012)

* MHS University of Denver, CO, 1995

* BS Arizona State University, AZ, 1985

* Certificate in Managed Care

* Certified Facilitator, CO, 1997

* Certified Flight Instructor (CFI, CFII, MEI), FL, 1988

Objective

To provide you a Quality Systems Specialist who is experienced with all facets of Quality Management Systems, Assurance and Control, Quality Process Improvement, Business Operations, Six Sigma and Lean Methodology. I have been highly successful:

* As a Quality Coordinator, Specialist, Program & Project Manager, responsible for internal audits, quality investigations, process examination and improvement, organization-wide quality education. Lead over 81 PIT teams on business process examination, data collection, root cause analysis, Lean Six Sigma, process re-engineering and audit preparation. 100% audit pass rate. Certified Facilitator

* Experienced in business and operations improvement, data collection and examination, process re-engineering, quality team and committee coordination/facilitation, business and software requirements, quality audits, Total Quality Management, Control and Assurance. Coaching and education of quality Performance Improvement Teams (PIT). Operations Management, administration, Project Management, finance, budget, materials management, logistics, procurement, facilities, personnel, transportation, security and safety, daily coordination with Leadership and Operations. Experienced with Healthcare, Aviation and Telecom standards.

Employment Highlights

Jeppesen; a Boeing Company, Quality Systems Specialist, Systems Engineer, 5/2004 - Present

* Extensive application of Quality Control, Assurance and Management. Process examination and improvement. Extensive requirements documentation of aviation software and hardware application functionality and features

Bass-Trigon; American Innovation, Technical Support Specialist, 3/2004 - 5/2004

* Worked with customers to examine and resolve issues with a oil and gas pipeline risk assessment software application. Extensive coordination with Program and Senior Management and Engineers.

Qwest Communications, Lead IT Analyst, 4/2000 - 12/2003

* Process examination to streamline Residential Market customer's processes. Software Helpdesk. Notified residential customers and telephone companies of EDI issues impacting external ordering.

Romac International, Consultant (Contractor), 9/ 1999 - 4/2000

* Performed audit of $33 million material management account; identified and recovered $4.8 million in accounts payable within four months. Creation of Computer rental system.

United Healthcare, Data Analyst, 1/1999 - 9/1999

* Ran SQL queries to retrieve data and record and report issues with Managed Care Utilization rates.

Golden Corral Corporation, AppleOne, Consultant (Contractor), 7/1998 - 1/1999

* Re-engineered division administration offices to improve financials, procurement, customer satisfaction surveys, matrix and reports and personnel records. Audited 1,000 accounts to update outdated system.

St. Mary-Corwin Medical Center, Quality Consultant (Contractor), 3/1998 - 6/1998

* Consulted with quality Improvement teams to examine, analyze and resolved healthcare issues. Trained and prepared hospital departments for national certification inspection. Resulting in a 100% pass rate.

Columbia Rose Medical Center, Quality Management Coordinator, Project/Program Manager, 5/1996 - 2/1998

* Quality Management Coordinator, Project/Program Manager, Corporate Facilitator and TQM trainer.

Columbia Behavioral Health Services, Admissions/Insurance/Benefits Coordinator, 1993 - 1996

* Interaction with patients, insurance and manage care companies for patient care approval. Quality Management Committee Member, improved operations, healthcare and business functions.

Commercial Pilot/Certified Flight Instructor, 1985 - 1996

* Pilot in Command of freight aircraft, Second in Command of corporate aircraft. Provided basic and advanced, single, multi-engine, visual and instrument flight instruction to new and experienced pilots.

U.S. Air Force, Operations Management Officer/Emergency Actions Officer, 1986 - 1991

* Directed all aspects of squadron operations and administration; including staff. Directed Command and Control shifts and staff responsible for complete oversight of an Air Force Wing with resources in excess of $1.8 billion during peace time and wartime, natural and emergency situations.

PROFESSIONAL SUMMARY

Jeppesen-Sanderson; a Boeing Company (May 2004 -Present)

Corporate Quality Specialist (level 4 specialist)

* Wrote an extensive Corporate-wide Quality Assurance Plan (QAP) and QAP training material for all levels of organizational positions. Wrote PDCA training program for Corporate Quality Services (CQS) group.

* Conducted 14 Non-Conformance observations and improvement events of business, product development, customer support and Software development organizations. Interviewed, documented and diagramed processes and defect areas to illicit solution discussions with production employees. Report out to management staff for implementation approval.

* Member of quality team which lead and assisted national and international audit inspection (CASA & FAA) of Jeppesen business and product development organizations.

* Created and documented a national and international Safe Harbor program which educated and controlled confidential information of European customers and employees.

* Performed extensive observation of software development program (DTP), which resulted in software development lifecycle improvement, requirement gathering, testing and release estimation improvement.

* Facilitated 2 Architectural workshops to rapidly examine; brainstorm and improve architecture issues, which hindered program success. Outcome was extensive improvement in product develop environment and processes, cost savings

* Created Preventative Action program; and an Internal Quality investigation request form for internal customers to request assistance from the CQS group.

* Developed Quality Systems Maturity Model to determine quality maturity of corporation organizations, which would enable the CQS department to assist each organization in enhancing performance in their product development, services and support activities.

Systems Engineer/Systems Analyst

JTS Navigation/Airborne, EFB Application (Terminal Charts, Airport Moving Map and Enroute Applications)

* Documentation of all levels of Enroute API software requirements, and managing requirements for the JIT-Enroute API application.

* Captured ADEL project requirements of the new ground to aircraft data transfer system. Assisted with the creation of new software development processes and tools. Wrote use cases, business process flows and requirement documents after elicitation and verification of design with Boeing Aircraft and Jeppesen Architects.

* Performed extensive requirements elicitation to create System Requirements Specification (SRS) documents for over 59 major software releases in order to document enhancements to Electronic Flight Bag (EFB) airborne applications. Provided estimates for release scope, feature implementation and work schedule for a multitude of releases. Delivered system and software level documents on time and within budget and scope. Wrote Requirement Management Plan.

* Provided technical leadership to software developers, GIS ArcMap analysts, data analysts, and application end users of the EFB Airport Moving Map (AMM) application in order to engineer application improvements. Wrote detailed strategic plan with software and system requirements to improve data use and application functionality.

* Analyzed existing software development lifecycle to improve software development process in order to comply with DO-178B, CMMI, DO-200A and AS9100B standards. Created performance measurement collection and analysis processes for Jeppesen performance improvement Software development teams in the Navigation/Airborne division.

* Performing test case reviews, application tests to ensure code compliance with requirements documentation on the EFB Terminal Charts application.

* Wrote SRS documents for the EFB Ground Systems CAM, CAT and DMM applications, which allowed users to create, packaged and delivered Jeppesen data to aircraft containing the EFB.

Advanced Business Development, Commercial Aviation, (OPSControl/Dispatch Project)

* Analyzed customer Dispatch Operations environments to collect, clarify, and document stakeholder requirements to identify possible software defects, enhancement features and new functionality to improve Jespersen's OPSControl application (Dispatch and Flight planning).

* Wrote SRS document based on stakeholder requirements and implementation manager input, while cooperating with Graphical User Interface (GUI) designers to define and enhance system GUIs. Developed system prototype based on requirements; presented prototype to customer to receive approval.

* Created extensive Use Case documents to detail customer use of the application, user and system behaviors. Presented use case documents to customers to obtain approval and sign-off.

* Decomposed high-level requirements into low-level functional and non-functional requirements to define present and future system behavior. Mapped system requirements to stakeholder requirements and Use Cases to system and stakeholder requirements.

Bass-Trigon; American Innovation (March 2004 - May 2004)

Technical Support Specialist

* Provided software technical support to customers; analyzed technical application problems that occurred while using a pipeline risk and corrosion assessment application to assess and reduce pipeline ruptures. Weekly communication of issues to Project and Program Managers and software developers. Collaborated with internal GIS analysts, petroleum Engineers, and data analysts to resolve issues.

* Performed QA audit of software issues; wrote high-level system requirements to enhance software functionality identified during quality assurance review. Provided information to technical writers for application user guide enhancements.

Qwest Communications (April 2000 -December 2003)

Lead IT Analyst

Information Technology, E-Commerce

* Collaborated with multiple business and IT partners on technical software issues involving Qwest business applications by performing extensive analytical assessment of existing requirements, re-defining business requirements, and writing software change requests to implement enhancements and resolve defects.

* Engaged in the software development life cycle, from the beginning to end, to ensure change request implementation resolved issues identified in functional and non-functional requirements; while, remaining aligned with corporate strategies, guidelines, and industry best practices.

* Responsible for authoring, quality control, and processing of Qwest wholesale systems email and written notifications to corporate customers

Information Technology, Residential Marketing Division

* Interacted with internal customers to analyze business processes to identify business constraints and develop cost-effective software solutions that met short- and long-term corporate strategies.

* Documented high-level business and functional requirements, architectural designs, and detailed analysis recommendations in UML use case diagrams and functional specification documents.

* Coordinated implementation of software/hardware business and systems requirements throughout the entire software development life cycle while conforming to software development methodology and SEI-CMM standards.

Romac International (September 1999 - April 2000)

Consultant (Contractor)

* Performed corporate audit of $33 million material management account; identified and recovered $4.8 million in accounts payable in four months.

* Designed database to record and track corporate audit; developed recommendations to improve materials management processes. Briefed the materials management leadership and staff on process flows, which contributed to accounting and record keeping errors.

* Performed audit on $15 million IT equipment lease account and built database to track equipment and client contract leasing information.

United Healthcare (January 1999 - September 1999)

Data Analyst

* Retrieved, decomposed, and displayed corporate data results for metrics analysis; generated managed care utilization reports of customer medical statistics for medical and business leaders.

* Daily use of SQL to create, gather and generate reports for daily patient utilization rates for accounting and billing purposes. Updated, maintained and distributed company's clientele report.

Golden Corral Corporation, AppleOne (July 1998 - January 1999)

Process and Operations Consultant (Contractor)

* Examined, re-engineered, and implemented an improved corporate division computer filing system, personal records database, and branch office records filing system. Established operational procedures for administrative staff to track, schedule, record and document all corporate customer interactions, franchise budget and accounting.

* Developed database to record corporate quality assurance audits and track customer complaints. Created multiple processes to analyze quality data and create matrix reports for senior Leadership.

* Established metric report generation and operations talking point papers for the CEO and President and corporate senior managers. Greatly improved the efficiency of the division office.

* Performed audit and documented results of 1,000 client lease accounts, bills, and equipment files to update contracts, rentals, and billings files.

St. Mary-Corwin Medical Center (March 1998 -June 1998)

Quality Consultant (Contractor)

* Analyzed health care business/medical data and analyzed processes for issues requiring process improvement. Created, trained and managed multi-disciplined Performance Improvement Team (PIT) in data analysis, conducting root cause analysis and hospital process re-engineering to stop negative business/medical practices. Six Sigma methodology

* Performed QA audits of established business/medical processes; developed recommendations to enhance compliance to national certification standards and guidelines inspections - JCAHO. Advised departments/teams on departmental requirements to comply with JCAHO inspections.

* In 3 months, rapidly assessed, advised, and streamlined 26 client business-improvement projects, gathered and summarized project data to build 18 project storyboard exhibits for industry certification inspection: 100 % pass rate.

* Initiated and directed process-improvement team that performed a gap analysis, redesigned work-flow processes and facility operations, provided staff education to reduce client's customer dissatisfaction and litigation, and eliminated $175,000 in unplanned annual expenses.

* Coordinated with Hospital QA department to train 25 performance improvement teams in QA, QC, and quality management (QM) principles, statistical process control, team dynamics, project presentation and audit presentations.

* Advised all Hospital departments on JCAHO standards certification regulations, medical data collection, data review, and correlation of data for regulatory inspection certification and accreditation.

Columbia Rose Medical Center (May

1996 - February 1998)

Quality Management Coordinator, Project/Program Manager/Acting Director

* During Department downsizing, performed role of acting quality Director. Interacted with CEO, Chief Medical Doctor and department heads to communicate, coordinate, examine processes and practice to improve all patient care activities.

* Led and co-led numerous Performance Improvement Teams, simultaneously, which responded to negative healthcare and business issues by establishing improvement teams which examined statistical data, developed budgets, performed gap analysis, verified data, developed process improvements, and documented re-engineering changes to present healthcare process. Lead team re-examination of post implementation data for positive impact on issue.

* Co-lead a team that benchmarked performance, examined best practices, and redesigned a $900,000, 110-member department that exceeded departmental and organizational objectives becoming an industry 'Best Practice' work site.

* Developed yearly quality management strategic business plan, which included; education and training, new hire orientation, performance improvement teams, Quality Management Committee initiatives, customer satisfaction survey data and new PI projects. Acting JCAHO national standards certification program manager for audits.

* Coordinated and Facilitated Quality Management Committee meetings, which comprised senior staff, Safety and department heads. Recorded meeting minutes and coordination of special projects assigned by Committee.

* Performed extensive healthcare process analysis and worksite audits. Collected and analyzed QA data. Submitted results to Quality Committee resulting in approval to examine and re-engineer workplace processes and procedures.

* Developed, scheduled and conducted education and training seminars for leadership, management and staff members with widely varied educational and experiential backgrounds on process improvement, project development, team dynamics, policies and procedures, and quality management principles. Delivered 13 Quality Management seminars.

* Guided, facilitated, and trained Performance Improvement Teams on Six Sigma methodology, teamwork/ dynamics, Statistical Process Control (SPC), process examination/improvement, and strategic planning. Used descriptive statistics and SPC tools improve business operations, implement control quality, and strategic business solutions.

* Conducted QA tests, statistical analysis, and ISO 9001 inspection audits to identify improvements and form PIT to implement,new improvements resolved issues while complying with national certification standards processes.

* Lead, advised and facilitated 33 business-improvement teams in critical process assessment, SWOT analysis, project management, teamwork, cost benefit analysis, root cause analysis, workflow redesign and solution implementation.

* As certified Facilitator, facilitated organization-wide meetings and committees ranging from quality control issues, patient concerns, staffing numbers, facilities improvements, safety and quality control meetings.

Columbia Behavioral Health Services (1993 -1996)

Admissions/Insurance/Benefits Coordinator - Quality Management Committee Member

* Daily coordination with managed care and insurance companies, and employer groups to register, approve and record admissions and insurance submission for patients entering In-and-Outpatient healthcare treatment.

* Member of Strategic Planning/Change Management team of a $53 million company which created and implemented corporate vision; business and marketing strategic plans; TQM; and operations/management guidelines.

* Member of Quality Management Committee responsible for oversight, quality lean examination and process improvement of healthcare business, operations, healthcare practices and patient and healthcare support services.

Commercial Pilot/Certified Flight Instructor (CFI/CFII/MEI) (1985-1996)

* Pilot in Command responsible for aircraft, passengers, and freight during all phases of ground and airborne operations. Extensive single pilot multi-engine night IFR experience (Part 135).

* Performed Pilot Second in Command responsibilities on corporate aircraft, to include passenger loaded and briefing, baggage loading, aircraft preflight, flight plan filing and clearance receipt, FAA to aircraft communications and ground transportation. Supervising and oversight all ramp activities involved with the aircraft; responsible for flight manifest

* Extensively interacted with the FAA and national airway system to file flight plans and receive clearance, in-flight guidance, weather and airport/runway/approach conditions, and NOTAMs to conduct cross-country flights.

* Provided extensive ground and airborne instruction to flight students in all areas of aviation, single and multi-engine aircraft visual and instrument flight environments, aerodynamics and systems, FAA Regulations, navigation, meteorological conditions, decision making/judgment, safety and aircraft handling for takeoff, in-flight and landing.

United States Air Force, Moody Air Force Base, GA (1986 - 1991)

Operations Management Officer / Emergency Actions Officer (C3)

* Directly responsible for the conversion of Operations and Administration functions to upgrade a combat squadron from the F-4E to the F-16 aircraft in less than a year. Responsible for the re-organization of operations, administrations, support functions, logistics, equipment procurement, facilities, record keeping, and human resources actions for a $406 million, 95-member, 27 combat aircraft organization; including a medical detachment. Passed three operational Air Force inspections in one year with 'Excellent' ratings.

* Directed Operations Management functions to include finance/budget, administration, operations, communications, communications and information security, personnel, project management, logistics, procurement, strategic planning, scheduling, equipment, vehicle control, deployment preparation, security and anti-terrorism, disaster preparedness, mobility and safety for entire 27 aircraft tactical squadron. Managed $325,000 annual budget and $1.4 million equipment account. Deployment supervision of 368 personnel

* Command Post Duty Officer that led Emergency Actions Teams that responded to international, national, & local emergency, wartime and crisis events. Responsible for the supervision of 65 military personnel in all facets of command and control operations providing direct support for the combat wing, its commanders and all support squadrons. Apprised senior management daily via written reports, briefings, and radio and telephone communications on conditions affecting 4,500 personnel, 79 combat aircraft, and resources in excess of $1.8 billion.

EDUCATION

* Masters Degree (MHS) University of Denver, CO 1995.

* Bachelors Degree (BS) Arizona State University, Tempe, AZ, 1985.

* Certificate in Managed Care (CMC) University of Denver, CO 1995.

CERTIFICATIONS

* Lean Six Sigma Black Belt (Certification), Acuity Institute, Exam in Dec 2012.

* Facilitation/Facilitator Training (Certification), Zenger Miller Corporation, 1997.

* Quality Management/Process Improvement, Executive Training Corporation, Denver, CO 1996.

* Certified Flight Instructor (CFI/CFII/MEI), Single and Multi-Engine Instrument Airplane, 1988.

* Commercial Pilot (License), Single and Multi-Engine Instrument Airplane, 1985.

TRAINING

* Requirements: Best Practices, Colorado Chapter of INCOSE, Colorado Springs, CO 2006.

* Requirements Training, Armstrong Process Group. Jeppesen. Denver, CO 2007.

* UML Training Jeppesen Center of Excellence, 2006. Armstrong Process Group. Jeppesen. Denver, CO 2008.

* Rational Tool Suite, (RequisitePro, ClearCase, ClearQuest) Jeppesen. Denver, CO 2004.

* JAMA Tool Suite, (Contour, JIRA, Perforce, Halyard) Jeppesen. Denver, CO 2010.

* Enterprise Architecture application, Jeppesen Center of Excellence, Denver, CO, 2010.

* Microsoft Access, Basic and Advanced Training, CompuServe, Denver, CO, 1999.

* Operations Management Officer, Emergency Actions Officer, USAF 1986-1991.

* Reserve Officer Training Corp (ROTC), Arizona State University, Tempe, AZ, 1979-1985.

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