Project Manager Customer Service

Title:Service System Manager

**************@*******.***

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NAME: Tracy Sylvester

ADDRESS: **** ****** **

CITY: Baltimore

STATE/PROVINCE: MD

ZIP/POSTAL CODE: 21224

COUNTRY: USA

EMAIL: **************@*******.***

PHONE: 410-***-****

CANDIDATE ID: 114950

CITIZENSHIP: US

Citizen

EDUCATION: Bachelor Degree

EXPERIENCE: 4

WILL RELOCATE: Yes

RELOCATION INFO:

JOB WANTED: Any

RATE NEEDED: Open

HOMEPAGE:

ESUME

F. Tracy Sylvester

PMP

2922 Hudson St Apt. B

(h) 410-***-****

Baltimore, MD 21224 (c) 410-***-****

**************@*******.***

SUMMARY

Senior PMI certified project manager with 7 years of extensive hands-on experience

developing, implementing, and managing large-scale system projects, including but not

limited to ERP and CRM applications. Excel in interfacing with a wide range of customers,

understanding their marketplace, and creating new or customed technology solutions.

Equally effective communicating with technical and non-technical audiences.

PROFESSIONAL EXPERIENCE

Sylvan Learning Solution, Inc

., Baltimore, MD 2000 - 2001Senior Director

of Strategic Technology

h Responsible for the technology decision for 5 division of Sylvan Educational

Solutions:

Sylvan At Schools, Philadelphia, PA

Sylvan Teachers Institute, Baltimore, MD

Career Starters, Baltimore, MD

Canter & Assoc

., Santa Monica, CA

Sylvan Ivy West, Marina Del Ray, CA

h Managed the IT staff of 12 employees responsible for maintaining the technical

infrastructure of 110 Sylvan At Schools Centres throughout the United States.

h Managed the completion of Data Collection System (DCS) software application:

Re-organised the DCS programmers into self-directed work teams

Reduced the development cost by 20%

h Supervised the Sylvan Educational Solutions Help Desk 10 employees.

h Led the Sylvan Educational Solutions ERP & CRM Package selection team:

Created the package selection criteria and process

Wrote and reviewed the requirements document with the 3rd party vendors

Facilitated all meeting between the selection team and 3rd party vendors

Negotiated the multi-million dollar contracts between Sylvan and ERP & CRM application

vendors and then negotiated contract with 3rd party implementation vendors

Presented final proposal to CEO and Board of Directors for financial approval

h Managed the integration of the CRM & ERP application in our Canter & Assoc. division:

Upgraded the current ERP & CRM software to web based versions

Built 3 web sites to link the transfer of customer and financial data seamlessly

throughout the divisions

h Supervised the system integration of Sylvan Learning Systems, INC, acquisition of On-

line Learning.com.

Fair, Isaac & Co

., Baltimore, MD 2000Engagement Manager

h Managed implementation project for key clients (Verizon, ALLTEL, Sprint, MCI, Plan B

Communications) with respect to budget, deliverables, timelines and personnel.

h Assumed overall responsibility for the quality of the engagement deliverables ensuring

all contractual obligations are met with Verizon and

ALLTEL:

Monitor project cost and profit margins

F. Tracy Sylvester Page 2 of 4

Ensure project milestones are created and met

Lead bi-weekly update meeting for client

Update senior manager of project status

h Responsible for the resolution of all problems related to the project and issues

involving departments outside the Software and Delivery organization.

h Replied to RFP proposals for potential clients. Created the pricing models for all new

engagements.

h Identified additional opportunities by maintaining close working relationship and

knowledge of clients business needs.

Xceed Consulting, Inc

., Pittsburgh, PA 1999 - 2000

Senior Project Manager, Com-Net Ericsson, Inc. Lynchburg, VA

h Managed the restructuring of the Engineering Department into self-directed work teams,

which reduced the product development cycle by 10%.

h Reduced Engineering Department capital budget by 500y eliminating the number of

software application available to their engineers.

h Created the Engineering Software Standard, which eliminated redundant software

applications and process.

h Led the selection of a new engineering software application that replaced the multiple

drawing management system.

h Restructured the Help Desk into teams group by platform and application. Created

shifts, which included engineers to resolve technical questions for internal and external

clients.

h Reduced Help Desk query times by 50% and reduced the number of repeat callers by 33%.

h Created the Decision Board to review and approve all hardware and software purchases.

All engineering projects were monitored to ensure meeting projected milestones.

h Restructured the Internet, Intranet, and Extranet web pages. Each web page was

redesigned to a standard format using Active Server Page technology. The web pages were

rebuilt to support e-commerce goals.

h Utilised PMI project management methodology to manage multiple projects within an

engagement. Managed multiple projects in several locations and with different clients.

h Assisted the ERP (Enterprise Resource Planning) package selection team.

h Conducted screening interviews of potential vendors to determine if their product met

system requirements.

h Assisted in the contract negotiations with the ERP application vendors.

h Conducted system analysis, design, and requirements gathering for software selection

and implementation.

h Performed quality assurance and testing for multiple projects.

h Identified project deliverables. Planned required technology support staff and

reporting utilizing PMI project management methodology.

h Developed and maintained project plan and implementation schedule. Organized and

implemented project activities to assure timely completion of major activities.

h Managed the progress of assigned projects. Ensured activities of project teams were

consistent with objectives, scope and resource commitments authorized by the client.

h Managed team performance providing feedback to appropriate client liaison and Xceed

Consulting, Inc.

F. Tracy Sylvester Page 3 of 4

ALLTEL Corporation, Pittsburgh, PA 1997 -1999Senior Project Manager

h

Project Management Institute

(PMI) Certified Project Manager

h Certified Advance Loan System (

ALS

) Project Manager

Led a project team which converted 50,000 commercial loans from

SunTrust Bank, Miami,

FL to Bank of America, Charlotte, NC

Led a project team which converted 100,000 real estate and commercial loans for

Boatmans Bank, St. Louis, MO to Bank of America, Charlotte, NC

Led a project team which converted 25,000 recreational loans for

Key Bank, Cleveland,

OH to Bank of America, Charlotte, NC

h Created a Program Office for the on-line Delivery System (OLDS

) Department of Key

Bank, Cleveland, OH.

h Developed a project management database using Lotus Notes software, designed to track

project progression throughout the project life cycle.

h Facilitated extensive project management training for the OLDS Department project

managers.

h Directed the Y2K inventory remediation for

Worthington Industries, Columbus, OH:

Coordinated the collection of inventory data for Worthington Industries facilities

world-wide

Inventory data was inputted in the Y2K database

Presented finding to Senior Management of Worthington Industries and ALLTEL

Corporation

Created the Y2K remediation plan to ensure all facilities would be operational on

January 1, 2000

Universal Scheduling Company

(USC), Bala Cynwld, PA 1996 V 1997Project Consultant / Manager

h Conducted pre-project analysis of potential areas of saving and process improvements

for United Airlines. Areas targeted for improvement:

Management Skills Training Program for Lead Mechanics

Define Key Roles and Responsibilities throughout the project

Train Teamleaders on the importance of Budgeting and Planning

h Responsible for design and implementation of process improvement changes with the

client.

Installed Milestone Chartin MS Project 98

Created a Continuos Improvement Process (CIP) Register in Excel

Created a Workload Register in Access

Created a Labor Usage Matrix in Access

h Prepared and presented a detailed final report showing financial savings and process

improvements implemented with the client.

h Designed, updated and presented savings model to senior partners of USC on a weekly

basis.

h Maintained and presented a weekly internal financial analysis of the project to the

senior management and partners of USC.

h Led bi-weekly presentations of process improvements to clients senior management.

Mellon Bank

Credit Card Department, Pittsburgh, PA 1995 V 1996Debt Procurement Manager

h Developed and maintained a well-trained, highly motivated staff of customer service

representatives by identifying training needs and establishing performance and

productivity standards.

h Supervised a staff of 22 full and part-time customer service representatives.

F. Tracy Sylvester Page 4 of 4

h Designed, developed and maintained various Access and Oracle databases within multiple

departments:

Risk Management

MIS

Marketing

h Designed and developed action plans to ensure quality service to internal and external

customer, utilising the TQM problem-solving methodology.

h Assisted in the development and analysis of Quality Control Trend Reports. These

reports projected account volume and staffing requirements, resulting in a 10 0mprovement

in productivity.

INROADS/Pittsburgh, Inc

., Pittsburgh, PA 1993Staff Specialist

(Career Development for Talented Minority Youth)

h Managed 19 key corporate accounts, as well as public affairs and special projects for

the organization.

h Coordinated affiliate recruitment efforts and community service programs.

h Responsible for the professional, academic and personal development of intern through

development training workshops, seminars, academic advising and personal coaching.

Maryland Small Business Development Financing Authority, Baltimore, MD 1992Assistant Loan Officer

( Internship)

h Prepared written reports that analysed the financial condition and credit data for

client loan request.

h Updated databases information and prepared reports which examined the effectiveness of

MSBDFA financial assistance program, specifically their impact on the Maryland small

business community and local economy.

Dun and Bradstreet, Inc, Baltimore, MD 1989 V 1990Business Analyst

h Updated business information reports for clients.

h Analysed and rated the financial condition of corporate clients.

h Published market reports for the clients industry, as well as industry forecast, and

trend reports.

EDUCATION

International Institute of Learning,

New York, New York 1997

Project Management Institute,

Newston Square, PA

PMI Certified Project Manager

Carnegie Mellon University,

Pittsburgh, PA 1993

H. John Heinz III School of Public Policy & Management

Masters of Science V Public Management & Policy

Concentration V Urban Development & Finance

Morgan State University,

Baltimore, MD 1989

BA

- Political Science

BA

- History

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