Manager Project

Christopher D. Palmer

- jobs@chris-palmer.com*** W. Lakeview Ave, Columbus, OH, 43202

cell: 619-***-****

Work Experience:

The Ohio State University

(2010 - Present

)

July, 2010

- PresentSenior Business Analyst

Functional Lead - "Curriculum" the new workflow system for course and program change

requests. Created for Quarters to Semesters conversion (first semester is Summer, 2012).

Based on Kuali technology stack.

Functional Lead - "Campus Community" (PeopleSoft).

Backup Functional Lead - "Student Records" (PeopleSoft).

Backup Functional Lead - "Admissions" (PeopleSoft).

University of San Diego

(2006 - 2010

)

March, 2009

- June, 2010Manager, Portal & Integration Technologies

Continued to act as Business Analyst for high-profile projects, such as integrating the

Bookstore with Banner. Managed team in charge of project coordination (both BA and PM

work) for other integrations such as Studio Abroad, online voting and many more.

Managed teams in charge of MySanDiego (the University's community portal for Applicants,

Students, Faculty, Staff and Alumni), MySDMobile, and 3rd party integrations with

SunGard's Banner (the University's student information system).

Launched MySDMobile, the smart-phone targeted version of MySanDiego. In the first few

weeks almost one in eight students at the University of San Diego downloaded just the

iPhone version (Blackberry and mobile web versions also available). MySDMobile features a

GPS-enabled campus map, class list, person search, events, athletics, live tram tracking,

library and more. Details at my.sandiego.edu/mobile.

Forged partnerships with other departments for cost sharing resulting in about $150,000

of additional resources for our department amidst a University-wide hiring freeze.

Asked to lead the Portal Team after two issues during peak usage. First project was to

upgrade Luminis (the software that runs MySanDiego, our community portal) to parallel

deployment, where a single server was split into multiple tiers. This upgrade, along with

setting up a Nagios alerting system and moving to a more structured on-call rotation, has

resulted in MySanDiego running smoothly through multiple subsequent peak times (including

two online registrations).

October, 2008

- March, 2009Project Coordinator

Led business analysis with functional users, created specifications and worked with

programmers to create interfaces between the Banner student subsystem and other systems

including Footprints, CS Gold, T2, ACES, StarRez and more.

Created Project Portfolio to manage all projects (using MS Project) for our department,

combining half a dozen project lists into one. Centralization increased ability to

coordinate between teams and quickly layout long term plans. Director can now quickly see

a dashboard view while managers can update their individual detailed plans.

Continued to increase coordination with Help Desk and our department by creating initial

set of 'Level 1 Help Desk Scripts' for a couple of key systems. Then trained coworkers to

create their own which helped our department become the leader in IT for Help Desk

integration.

March, 2008

- October, 2008Independent Consultant

Worked with many University departments to plan, implement and document business

processes and program changes during the Banner/Luminis (ERP) implementation.

Designed and managed special Online Registration support desk including multiple phone,

email and instant messenger channels to provide superior support to students during first

registration on the new system. This system was re-used for the next several registration

sessions until we fully handed over to the Help Desk. The experience became the basis for

a SunGard Summit (annual conference) presentation I gave in 2009.

Invited to join team that redesigned the online Help Desk ticketing system (Numera's

Footprints). Our changes resulted in superior cross-departmental coordination and reduced

response times on customer tickets.

August, 2006

- January, 2008 Attained Masters of Business Administration (MBA) degree

from the University of San Diego

January, 2007

- June, 2007Intern - Technical Support Center (during MBA)

Researched and collaborated with the Help Desk to determine important metrics and

practices to measure. Contacted comparable schools to gather data and created a final

report including current practices, near-future trends and specific recommendations for

USD to improve their support services.

Report presented to the Director of Desktop Support Services and the Chief Information

Officer.

Public version of report (without the recommendations or other confidential sections) was

sent to responding schools and is available online.

NSB Group - leading software solutions provider for specialty retailers

(

1999-2006

)

February, 2006

- August, 2006Triage Manager & Manager of Development Support

Created processes to organize Product Maintenance by adding a structured defect

identification, mitigation and resolution process. In three months after I joined the

division went from being named the leading cause of client dissatisfaction to being widely

praised by clients and executives for rapid response, clear ETA's and reliable results.

Formed the Triage Team to enforce and adapt organizational procedures that provided a

buffer and escalation point for the development group in Product Maintenance.

Continued role as Manager of Development Support while creating and managing a new

department.

August, 2004

- August, 2006Manager of Development Support

Helped shape strategy for the Development department including participating in weekly

management meetings, preparing SWOT analysis of our products, and crafting policies to

enable a relatively small company become a dominant player in POS software for specialty

retailers.

Managed the team responsible for internal MIS, future technology research, and test lab

(including volume test lab) setup, maintenance, configuration and testing.

Hired excellent talent and turned a small internal support team in to what the

Development Director referred to as, "the best technical asset in our organization."

Responsible for internal MIS support of Columbus office, supporting approximately 85

people, 150 PC's and 10 servers.

March, 2001

- August, 2004Technical Team Lead, Level 3 Support

Guided the department responsible for the highest level support for clients running NSB

Connected Retailer, a retail suite for specialty retailers including JC Penny's and

Staples.

Taught several training classes for clients as well as educating our Montreal office.

Even two years after training was outside my duties, our largest distributor requested

that I lead their technical classes due to my reputation as a superior instructor.

Helped draft and improve Service Level Agreements (SLA's) for a variety of clients.

Education & Certifications:

MBA,

University of San Diego (2008); 3.95 GPA

GMAT score: 760

B.A

., Computer Science, graduated with honors from Earlham College (1999); 3.58 GPA

Microsoft Certified Systems Engineer (MCSE) for both Windows NT4.0 and Windows 2000. MCP

ID #1864292

Keywords:

Background: Business analyst, technical manager, help desk, technical support, higher

education, project management, expert troubleshooter, integration & middle ware, ERP,

leadership under pressure, budgeting, inventory, team player, retail software,

documentation, collaboration with diverse teams, considerate, driven, bridge builder, Help

Desk Institute

(HDI), Net Impact.

Some stronger technical skills: PeopleSoft Campus Solutions (8.9), Kuali Workflow (Rice),

SunGard Luminis (IV, Parallel Deployment), SunGard Banner Student Information System,

Numera Footprints, Microsoft Office (Word, Excel, Outlook, Visio, Project), Siebel Help

Desk, Windows 7 - 3.1, MCSE, Linux, web services, PHP, Perl, JavaScript, AJAX, XML, XHTML,

HTML, SQL, Oracle, Microsoft SQL Serv

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