Project Manager Training

Jack C. Cross

**** ******** ***** ****, ** ***** cell: 919-***-**** e-mail: ********@******.***

Management / Leadership Profile

Hard-charging PRODUCTION EDUCATION MANAGER with 20+ years experience leading teams to

achieve product success. Strong leadership and teaming skills with vendors, acquisitions, customers

and internal groups. Global experience. Dynamic problem-solver, capable of developing compelling

win-win solutions to complex situations.

Value Offered

• Strategic Administration/Operations Management:

Successfully implemented Nortel technical training service offerings for various acquisitions from

specification through development to implementation.

Managed business aspects through involvement with legal and contract team, providing input on price points,

cost, etc.

Tracked and reported outcomes of technical training service offerings. Addressed challenges and issues.

Successfully negotiated for substantial equipment provision from acquisitions and third parties resulting in

avoidance of Nortel capital expenditures.

Saved company considerable expense and expedited training delivery by developing and executing the

strategic project plan for physical relocation of key ISPN training labs within the training center.

Financial Prime for a $33M budget reporting to Director on monthly basis ensuring budget is within 5% of

target.

• Team and Organizational Leadership:

Extensive interfacing and teaming with internal and external parties to ensure product offering success.

Provided quality mentoring to team members resulting in successful launch of key customer training projects

Enabled team members to meet quality standards and to surpass customer expectations.

Met rapidly growing demand trends through identifying profitable endeavors and implementing them.

• Motivational Coach and Mentor:

Promoted career advancement and development. Educated team on company process and strengthened teams’

Business Acumen Knowledge set.

Mentored other managers on company, product and personnel challenges.

• Technology and Customer-Focused:

Increased customer training offerings in a tight market by implementing use of Centra-based remote training

for technical courses substantially reducing travel and living expense typically associated with training.

Identified market opportunity, achieved management buy-in and single-handedly implemented the data

training group tapping into a substantial new source of revenue with minimal upfront investment.

Proven ability to meet customer demand and scheduling deadlines through innovative approaches.

• Customer Service Savvy:

Exercised strong commitment to customer satisfaction.

Comfortable in high-visibility roles and brokering partnerships with senior executives, vendors, contractors

and customers.

• Project and Program Management:

Solid project management experience handling Nortel’s data products portfolio.

2

Proven ability to handle multiple projects.

• Human Resource Affairs:

Carefully balanced customer demands and business potential to create win-win situations that increased

company revenues

Supervised corporate rightsizing operations, producing the least impact to the customer and business

Received high scores from the 360 feedback assessments

Professional Experience

Cisco System

Project Manager, Service Academy

• Develop detailed and objective project plans and Work Breakdown Structures (WBS) for all assigned

staff

• Coordinating and integrating activities across multiple, functional lines of business.

• Matrix managing resources.

• Delegation and directing work thru others.

Tekelec October 2007 –December

2012

Manager, Technical Training August 2008- December 2012

Identified market opportunity for technical data training and built offering from scratch in record time achieving

customer satisfaction and significant new revenue.

• Directly managed department of twelve instructors.

• Lead the integration of technical training services from acquisitions and third parties into the company

training suite.

• Interactions with acquisitions, third parties, legal, contracts, etc. to ensure smooth and productive

integration through effective teaming and negotiations.

• Handled all department and product offering aspects from hiring, staff development, facility

requirements, forecasting and budget management of $5M+.

• Interfaced with customers, customer account managers and internal groups to identify and respond to

global technical training requirements.

Project Manager, Technical Training October 2007- August 2008

• Develop detailed and objective project plans and Work Breakdown Structures (WBS) for all assigned

staff

• Coordinating and integrating activities across multiple, functional lines of business.

• Matrix managing resources.

• Delegation and directing work thru others.

• Focused on process improvement initiatives.

• Attend both pre and post-sales customer meetings when required.

• Develop and manage project risk plans and risks response strategies.

• Ensure that projects are completed on time and within budget.

• Implement Project Change control

• Measure project performance

• Required to perform updates, presentations and demonstrations to both internal and external customers.

Nortel Networks, Raleigh, NC March 1985 –

March 2007

Manager, Technical Documentation March 2000 – 2007

• Manager of a diverse team of remote and co-located technical information developers

• Focus on high quality, user-friendly, technically accurate documentation through process optimization

and adherence

• Manage a large suite of technical documentation. Point of contact for customers and internal users.

• Responsible for all resourcing, staff development and financial aspects of department – including a

budget of $2M+.

Manager, Technical Training April 1992 – March 2000

• Identified market opportunity for technical data training and built offering from scratch in record time

achieving customer satisfaction and significant new revenue.

• Directly managed department of thirty course developers, instructors and project managers

• Lead the integration of technical training services from acquisitions and third parties into the company

training suite.

• Interactions with acquisitions, third parties, legal, contracts, etc. to ensure smooth and productive

integration through effective teaming and negotiations.

• Handled all department and product offering aspects from hiring, staff development, facility

requirements, forecasting and budget management of $5M+.

• Interfaced with customers, customer account managers and internal groups to identify and respond to

global technical training requirements.

Senior Technical Education Specialist October 1987 – April 1992

• Instructor / developer on the Switching portfolio. Responsibilities included delivery and development of

engineering and traffic analysis technical courses.

Technical Education Specialist March 1985 – October 1987

• Accountable for developing and delivering technical training on the DMS-100 product to both internal

and external customers.

Computer Knowledge

Microsoft Excel, Microsoft Word, Microsoft PowerPoint. Skilled in PC-based environments, Microsoft Project.

Professional Training

Managing Within the Law Project Management

Management Leadership Forum I Breakthrough Leadership Manager

Solution for Excellence Management Strategies

Education

Milligan College

Business

Tennessee Institute of Electronics

Electronic Specialist degree

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