Resume Program / Project Management - Shari Mullen Document Transcript

SHARI CAROL MULLEN Saratoga, CA 95070 Home: 408-***-**** Cell: 408-***-**** abpo8r@r.postjobfree.com Program or Project Management positionPROFESSIONAL SUMMARY Exceptional organizational, project management and analytical skills Successful working to deadlines, independently and with cross-functional teams International business management and technical sales experience Excellent written and oral communication skillsTECHNICAL SKILLS SUMMARY Operating Systems: XP, Vista, Windows 7, Mac OS X, Unix Microsoft Project, WBS Chart Pro, Microsoft Office (Excel, Outlook, PowerPoint, Word, Visio), SharePoint CRM (Salesforce, Remedy, Vantive, PeopleSoft) and database software systemsEXPERIENCE APTARE, Inc. Campbell, CA 2007 2011 The leading independent enterprise storage resource management (SRM) software company Operations Manager Initiated, managed and completed IT projects including upgrading and improving server room power supply and protection Developed multiple vendor relationships and standards resulting in significant cost savings Initiated and implemented modifications to Salesforce which improved customer relationships and increased efficiencies Evaluated, recommended and implemented operational improvements to save time and reduce costs Business Objects, Inc. San Jose, CA 2006 2007 Business Intelligence Software Technical Support Manager Managed 15 senior technical support engineers in multiple locations in the US, Canada & India Successfully piloted cross-site support project with India Support Center using a mentoring model Managed major account relationships and escalations with Fortune 500 customers including GE, State Farm, WAMU and Wells Fargo The Junior League of San Jose San Jose, CA 2001 2006 Community Leadership and Philanthropy organization Operations Manager Researched, recommended, implemented and maintained IT systems Negotiated contracts, recommended and implemented new policies and procedures to reduce operating costs and increase efficiency Database administrator Arbor Software / Hyperion Solutions Sunnyvale, CA 1998 2000 Leading provider of enterprise OLAP (online analytical processing) software for management reporting, analysis and planning applications Technical Support Senior Manager Successfully managed and grew the department from 20 employees to 35 in 18 months, operating within agreed budget Improved the 24x7 customer service experience by selecting and integrating a call routing system, Edify, with the CRM system, Remedy/Vantive, reducing connection time for customers Managed the successful integration of Arbor and Hyperion customer support post-merger Initiated employee rewards program to motivate teamwork and world class service that raised customer satisfaction metrics The Environmental Volunteers Palo Alto, CA 1995 Present Natural Science Education organization Board President 2002-2005 Board Vice-President of Governance & Strategic Planning 2001-2004 Regional Volunteer Manager 1996-1997 Natural Science Educator 1995-Present QA Training, Ltd. Cirencester, England 1993 1995 International IT Training and Consultancy, founded by 3 Intel Executives Technical Sales Manager Recruited, trained, and managed a team of 7 inside technical sales representatives Managed Novell CNE and Microsoft MCSE professional certifications programs Increased revenue by developing new accounts and consulting opportunities Managed Consulting Services projects and Customer Success program Initiated and implemented an IT solution that increased team productivity and customer satisfaction Digital Research / Novell Ltd. Santa Clara, CA & Newbury, England 1987 1992 Developer of PC Operating Systems and Languages / Networking Software Technical Support Manager / Device Driver Program Manager Transferred to the United Kingdom to establish and manage the Northern European technical support team Recruited and trained technical support engineers; successfully raising customer satisfaction Increased hardware device support which resulted in increased software system salesEDUCATION University of California, UCSC Extension Cupertino, CA PPM, Professional Program and Project Management Certified, with Honors in 2009 California Polytechnic State University San Luis Obispo, CA Bachelor of Arts in Public Policy, graduated with Honors Graduate studies in Computer Science College of Liberal Arts Advisory Board Member 2010-PresentShari Mullen, Resume Page 2