Quality Project
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Title:Quality Coordinator
********@*****.***
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CANDIDATE ID: 2562891
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EXPERIENCE: 0
WILL RELOCATE: No -
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TELEPHONE: 386-***-****
Paul W. Wheeler
1137 Walpert Street, Apt. 119
Hayward, CA 94541
********@*****.***
Quality Coordinator
Work towards obtaining a Baldridge Natational Award for Quality and a
Deming Prize.
Work Experience
Caspian Consulting Group, Inc
., San Francisco, CA
Quality Coordinator
for ITSM Project at Delta Dental, Inc. July 1999
to Present
**Currently documenting and defining the Helpdesk function and its
associated sub-processes of Desktop and Server Support, Security and
Procurement including related databases and electronic forms in
preparation for deploying Hewlett Packards Information Technology
Service Manger (ITSM) software.
**Gathered and reported base-line statistical data on Incident
Reporting and Helpdesk phone data.
**Used data collected to implement interim improvements for which
significant gains were recorded.
**Split the Helpdesk into two-tier operation of Call Takers and data
entry/resolution teams.
**The abandon rate for the phone center was slashed from 26% to 8.26%.
Average time for each call dropped from 6.3 minutes to less than two
minutes.
**Designed and implemented a Customer Satisfaction Survey to gain
client input for improving the Technical Support.
Quality Coordinator
for Y2K Project at Deltanet, Inc. December 1997 to
July 1999
**Designed, implemented and managed cross functionality of core
processes for Y2K Project.
**Designed, implemented and trained the Software Traveler
sub-processes to identify and guide software through to complete
certification. This work resulted in a 400% increase in throughput
within a month of implementation and allowed the Y2K Project to
successfully test and certify all software and hardware Y2K Compliant
ahead of schedule.
**Applied Statistical Process Control (SPC) to measure progress and
performance.
**Applied knowledge learned through SPC to continually improve project
throughput.
**Facilitated cross-functional cooperation between Engineering, the
Y2K and Standardization Projects and Client Groups.
**Maintained Publication Library and Software Media Library.
**Directly managed 3 staff members Technical Writer, Vendor and
Database Manger and Business Analyst.
MicroAge Infosystems Services, Inc
., Emeryville, California. January
1997
to December 1997Quality Assurance Manager
**Initiated emergency procedures in Accounts Receivable to gain
control over invoicing clients for services.
**Cycle time reduced from an average of three months to real time.
**Improved effectiveness of invoicing from an average of 65% to 96%.
**Initiated the drive to document company policies and procedures,
including Service Level **Agreements and quality assessment and
controls.
United States Navy
October 1993 to November 1996
Total Quality Management (TQM) Coordinator Treasure Is.
**Diagrammed and implemented new quality initiatives to streamline
processes. These new processes resulted in savings of $4 million,
locally.
**Awarded a Navy Achievement Award for these TQM efforts.
**These Quality initiatives were later implemented throughout the U.S.
Navy.
**Successfully managed pilot program to implement TQM at Treasure
Island.
**Designed and delivered training in advanced techniques of TQM.
**Supervised and directed three staff assistants.
**Reported directly to the Commanding Officer.
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