Manager Customer Service

Barbara Thompso

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

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

City: Watertown

State: CT

Zip: 06795

Country: USA

Phone: 860-***-****

Skill Level: Director

Salary Range: $150,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Barbara E. Thompson

Mobile: 203-***-**** Home: 860-***-****

505 Mount Fair Dr., Watertown, CT 06795 *******.**********@***.***

Director/VP/CIO

MBA (Business Innovation candidate), BS (Business Management) ) Highly motivated professional with more than 20 years of success leading large enterprise wide programs, fulfilling mission critical goals, directing cross functional teams, and leading multimillion dollar large scale projects. An innovator who collaborates with other executives and business partners to carry out the organizations strategic objectives on time and within budget. Directed global staff of up to 100 people, managed annual budgets of $10 million and up to 65 major projects at any given time. Business experience includes: insurance, telecommunications, higher education, manufacturing, state and federal government, computer hardware and software.

Exceeding performance metrics

Building and leading high performance technical teams

Forming and leading vendor alliances

Technical start ups, conversions and integration

Business Process optimization

Follow Project Methodologies (PMP) best Practices

Developed strategy plans

Counseling, mentoring and team development

Professional Experience

Board of Trustees Connecticut Community-Technical Colleges - Hartford, CT (1992 - 2012)

Director of Information Systems - (2001 to 2012)

Higher Education - Systems centrally support over 100K students, 5K employees and 12 colleges annually

*Directed the enterprise wide software development thought partnering with all twelve colleges, CFO, CIO, CAO, directors, vendors and staff.

*Formulated and reported to the CIO and governance committees, program status updates, project milestones, business justifications, cost benefit analysis, new technology recommendation and budget status.

*Provided leadership to 4 IT Project Managers in the areas of 24X7X365 support, resource balancing, the full life cycle of software systems including ERP, enterprise portals, home grown solutions, data mart and BI tools.

*Provided extensive contributions to the Information Technology Policy Committee, IT Strategic Planning Committees, CIO Management Advisory Committee, IT Directors Committee, and Webmaster`s Committee.

Turned around an online learning system with an uptime of only 90%, by researching other vendors, and obtaining hosting proposals with new on-line learning system up and running in their environment within 3 weeks. Consequently, uptime changed to 99.9% increasing on-line classes by 30% and provided reassurance to customers that they could count on us to correct problems.

Manager Applications Development - (1993 to 2012)

*Directed and planned the programs, architected systems, evaluated and implemented software.

*Created and monitored budgets, developed program and project plans (MS Project, MS Visio, and MS Office).

*Recruited and built a talented, high performance innovative team, including IT Project Managers.

*Provided technical and managerial leadership and supervision. Created staff development plans, conducted evaluations, disciplinary plans, merit award recommendations and department training plans.

*Researched emerging technologies, managed outsourcing relationships, facilitated collaboration between business partners and IT.

Saved software development time by 50% creating a wide-array of cross-functional teams with daily cooperation between business experts and IT that focused on change control, created standard user specification templates, status reports and weekly face-to-face team meetings to ensure projects stayed on track.

Charged with the ERP evaluation, implementation and maintenance of 1 ERP system for all 12 colleges and system office impacting 4,000 staff and faculty, 50,000 students, and 25 IT staff on-time and under budget. Consequently, achieved the following 3 items: 1) Realized annual savings in the millions for vendor, ERP software and staff; 2) Recognized at vendor`s international conference for large success implementation; and 3) Connecticut Community colleges became vendor reference site for a wide-array of colleges and universities

System Analyst - (1992 to 1993)

*Lead the administrative systems merger of the 12 community colleges with the 5 technical colleges.

*Implemented a customer service approach to ensure college customers helped create the solution.

*Outstanding achievements include: collaborative management style, defined software development methodology; successfully completed projects, extensive programming knowledge, solved the most complex problems, lead conversions efforts and project management.

Digital Equipment Co - Rocky Hill Connecticut - (1988 to 1992)

Consultant - Program Manager, Software Services

Computer Hardware/Software - Digital was the number two in the industry during this time.

*Successfully met 100% of all consulting assignment`s goals, in a variety of industries by estimating projects, wrote work statements/specifications, resolved problems, developed applications, created test plans, installed software, managed systems and networks.

Served as Program Manager for Aetna Insurance a $10 million EDI program consisting of 100 staff with members in three counties, all phases delivered under budget and on-time, which proved instrumental in saving Aetna substantial operating costs since most of the financial transactions became electronic.

Activities and Memberships

Educause 1996 - Present

National Association of Professional Women 2010 - Present

Girl Scout Leader 1998 - 2002

Project Management Institute member 2008, 2009, 2012

Honors/Awards

National Association of Professional Women "Woman of the Year 2011/2012 in profession"

Fifteen merit awards at the Connecticut Community Colleges for exceeding expectations, going above and beyond duties.

Promoted at least once in each professional position held though out career.

Education/Certifications

Bachelors of Science - Management with a Computer Science concentration

The University of Connecticut, Storrs CT

MBA Business Innovation - in process with a current GPA of 4.0

Post University, Waterbury, CT

Certificate for PMI - Advanced Project Management

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