Project Manager Customer Service

William Boggs

Email: *********@********.***

Address: *** ********* ****

City: Broomfield

State: CO

Zip: 80020

Country: USA

Phone: 303-***-****

Skill Level: Management

Salary Range: $90,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

60%, on schedule +/-10%, on mark +/-10%, on budget and quality >90%

Maintains efficient order to cash process for software services delivery with over $30M (regional revenue) in FY 2011

Program Manager for strategic customers largest being, Canadas Telus and Level 3 Communications companies and contracts involving multiple product solutions and services interfacing multiple customer business units representing several millions of dollars in annual revenue

Self taught Oracle Discover report writing tool on Oracle ERP to create reports used for oversight function of PMO

Developed Sharepoint server site to collaborate tasks and objectives to achieve the regional and corporate strategies

Support and Implementation Manager, 10/2004 - 06/2008

Ultimate lead, directing a global team of engineers (US and India based) tasked to provide a high level of customer service for business applications in the telecommunications domain. Build consultative partnerships with customers helping them achieve the highest return on their systems investment. Manage project upgrades and change requests for production systems. Negotiate vendor and third party contract agreements. Support and mange hosted applications to ITIL standards.

Some accomplishments:

Opened office and built North and South American support and delivery operations team enabling India based software company plans to expand into new markets scope included hiring, securing office space, telephone system, network, basic IT services and negotiation of local contracts

Managed team of 12 engineers to support over 30 customer installs generating over $12M in annual revenue

Maintained service level agreement within a 90 percentile range for 4 consecutive years

Orchestrated hardware move of business critical systems from data center in Boston to Denver within a 48 hour downtime window customer represented $1.2M annually to support revenue in a SaaS model

Sr. Support Engineer, 03/2001 - 09/2004

Lightbridge, Inc. acquired by Subex, Inc. - Broomfield, Colorado

Oracle database administrator serving in a leadership role mentoring a team of engineers providing support of Fraud Management and Point of Sales systems installed for large telecommunications customers in North and Latin America. Adhere to service level agreements contracted by our customer base to minimize operational impacts when issues are encountered while using our tools. Applications supported are web based Unix platforms with multi TB Oracle instances in a high volume OLTP configuration. Provide database performance analysis and guidance to customer IT resources.

Database Administrator, 01/2000 - 03/2001

IBM Global Services Contract to support Lucent and Avaya application systems - Boulder, Colorado

Perform physical database administration services for test, development and production systems running on the HP/UX platform, including configurations of HA and Oracle RAC. Provide 24x7 coverage for high availability business critical systems running on Oracle and SQL Server RDBMS. Install databases and patches adhering to customer requirements. Consult with customers advising them on proper performance layout configurations. Manage all aspects of database backup and recovery of customer systems, including configuration and monitoring of backup jobs for over 300 instances.

System and Database Administrator, 08/1997 - 01/2000

St. Vincent Hospital Regional hospital with over 300 beds - Santa Fe, New Mexico

Maintain systems and databases on a large array of Unix and Windows platforms providing 24x7 services to end users for all aspects of hospital operations. Manage projects that meet the Hospital Information Systems goals and objectives as determined by executive leadership. Install and maintain data center equipment running hospital applications. Support LAN/WAN network and offices running on both Novell and NT network operating systems.

Systems Administrator, 03/1994 - 08/1997

Vail Valley Medical Center Area hospital specializing in orthopedics - Vail, CO

Serve as team lead, providing technical thought leadership and support to the health care enterprise. Research, propose, install and support hospital systems and infrastructure that benefits the organization and enables higher quality health care services. Install systems and maintain hospital data center, create policy, manage staff and budget. System administrator for Unix and Windows systems installing patches and maintaining backups. Install, configure and support Novell network operating system and services to hospital and WAN locations. Senior project manager to oversee implementation of full hospital system install. Manage a team of department level analysts to overall time line and budget. Serve as primary coordinator to install all hospital systems hardware and network infrastructure including LAN and WAN topographies.

Staff Accountant III, 08/1991 - 03/1994 Vail Valley Medical Center Vail, CO

Perform with a small team to provide all accounting functions to a regional hospital enterprise. Duties include payroll, accounts receivable, accounts payable and general accounting. Represent accounting team in cross functional committees and initiatives.

Technical Skills

Skills

Experience

Total Years

Last Used

MS Office applications

expert

15+

current

MS Project

expert

8+

current

Qlikview report writing

Intermediate

3

current

MS Sharepoint server and designer

Oracle RDBMS 7.3, 8/8i,9i and 10g

certified DBA

10

2008

MS SQLserver 6.5,7,2003 and 2005

expert

10

2008

UNIX kshell scripting

intermediate

10

2008

Education

San Jose State University

BS Business Administration Finance Economics

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