Project Manager Customer Service
Resume:
EDWARD SHERMAN
** ********** ****, *******, *** Jersey 07747
************@*****.***
QUALIFICATIONS PROFILE
Seasoned, hands-on, and intuitive professional, offering impeccable business acumen and proven track record of experience in facility and utility operations, project management, staff development, as well as customer service. Equipped with strategic management approach and technical aptitude necessary in formulating innovative solutions and coordinating team efforts to achieve organizational goals and objectives. Adept at successfully directing and completing large-scale projects within time and budget constraints while attaining business profitability and ensuring total client satisfaction.
- Conceptual thinker; creative and insightful in analyzing complicated problems and situations as well as implementing strategic processes to ensure operational productivity, cost reduction, and steady organizational growth.
- Visionary leader, with distinctive leadership and uncompromising devotion to service; effective at supervising individuals and teams toward smooth execution and completion of tasks.
- Effective negotiator and communicator; expert at securing numerous transactions and establishing strategic alliances with various individuals from diverse cultures and backgrounds; able to influence and promote collaboration that produces desired results.
AREAS OF EXPERTISE
Process and Productivity Improvement
Project Scope Estimation and Management
Budget Preparation and Optimization
Contract Negotiation and Agreement Leadership, Staff Development, and Training
Regulatory Compliance and Safety Standards
Key Business Partnership and Communication
Utility Equipment Maintenance and Operations
PROFESSIONAL EXPERIENCE
FIRST ENERGY
Manager, Bulk Transmission East Coast (PM), Farmingdale, NJ: 2005–Present
Take full accountability for the daily operations of region’s bulk power system in the wholesale market environment. Administer the program that translates process application and/or integration into transmission program/projects. Play an integral role as key member of the Tiger Team deployed in substation to determine the root causes of outages. Monitor the construction and maintenance of all transmission facilities and administration of all related transmission, service contracts, outage restoration, and line clearance. Handle the preparation and creation of total cost of ownership metrics of actual impacts of bulk power; accurately document Transmission Frequency Outages (TFO) to become the best in the industry. Identify discrepancies of more than $100M in bulk projects through detailed project estimation and comparisons against engineering forecast of estimated cost to actual cost with labor. Sustain constant communication with clients to conduct risk analysis and management and contract negotiations. Control and develop budgets for projects as per contracts. Perform comprehensive evaluation to employee’s skill sets and check against required qualifications for the department. Guarantee overall compliance with all safety requirements through detailed facility inspection. Make sure all apprentice are well-trained to become journeyman/lineman; ensured their bookwork is updated.
KEY ACCOMPLISHMENTS:
- Significantly optimized operational efficiency by 75% and customer satisfaction by 50% through establishment of new systems and procedures.
- Spearheaded efforts in the successful execution of new enterprise resource planning (ERP) solution throughout the organization, including processes, procedures, and standards development.
- Provided key contributions to the accurate, on time, and within budget planning and implementation of various projects.
- Maximized client base by efficiently developing and managing high-performance teams focused on customer service and retention.
- Ensured total customer satisfaction and retention by building key business partnerships with customers and vendors.
- Entrusted and chosen by First Energy President Chuck Jones to purchase major equipment for Transmission Department.
- Directed the seamless restoration of Long Branch Facility during super storm Hurricane Sandy in 2012.
- Proposed and gained the approval of the corporation to use a helicopter for strategic execution of large transmission jobs.
- Generated company cost savings and accelerated production workflow by hiring skilled contractor for movement of poles instead of spending unbudgeted money for new equipment.
- Ensured safe, within budget, and successful completion the first N66 project using helicopter support.
Manager, Operations, Freehold, NJ: 2004–2005
Demonstrated expertise in directing the financial and technical aspects of capital project development and management for the energy industry. Utilized and leveraged in-depth knowledge of capital budgeting and scheduling, resource planning, contract writing and negotiations, environmental and regulatory compliance, equipment specifications writing, procurement evaluations, design and engineering supervision, and on-site construction technical support. Displayed strong proficiency in occupational safety and health administration (OSHA), behavior-based safety management, safety education, safety planning, layout and arrangement, special projects, and OSHA regulation forms.
KEY ACCOMPLISHMENTS:
- Led the creative design and implementation of new operating, customer service, and employee satisfaction programs, resulting in significant improvement of troubled facilities.
- Acquired hands-on years of experience and skills in line with construction business, union grievance resolution, construction loss control services, record keeping, accident investigation, and OSHA inspections.
JERSEY CENTRAL POWER & LIGHT
Project Manager / Estimator, Old Bridge, NJ: 1992–2004
Capitalized on negotiation expertise and leadership capabilities in the seamless operation of the region and numerous divisions throughout the corporation. Applied keen attention to details in estimating small and large-scale projects; oversaw the total budgetary projections on project. Drove key insights in planning and executing overall facets of new projects, including budgeting, resource allocation, and customer satisfaction. Identified client needs and formulated customized solutions through extensive collaboration with customers and team members. Conformed to project scope and budget in overseeing and documenting multiple projects. Orchestrated, created, and presented status reports to team members, users, and management. Presided over risk assessment, issue resolution, and change management initiatives. Recognized business needs and implemented system throughout 70 locations in cooperation with SAP Team members. Promptly troubleshoot all technical issues and develop procedures through regular communication with SAP Technical Process Teams; aided in conducting user acceptance testing. Rendered exemplary support with new technical environment through execution of operational processes and procedures. Functioned as Power User, developing and facilitating formal and informal training to users throughout the Central Region.
KEY ACCOMPLISHMENTS:
- Streamlined organizational efficiency and effectiveness within 15 months by establishing and introducing new technical, financial, and operational processes and procedures.
- Handpicked as a member of the Software Development Team to lead the successful deployment of SAP ERP solutions throughout the company.
- Skillfully administered and analyzed the migration of company’s mission-critical legacy applications to SAP technology.
- Contributed to the conceptualization and roll out of company’s distribution system and safety rules and regulations.
- Increased client satisfaction and reduced operational cost through successful renegotiation of service contacts with customers.
- Achieved Information Technology expectations through detailed oversight to the certification of regions.
EARLIER EXPERIENCE
HENKEL’S & MCCOY FARMINGDALE, NJ
Project Manager, Eastern Region
NORTH APPRENTICESHIP TRAINING COMMITTEE COLLEGEVILLE, PA
NEAT Lead Instructor
EDUCATION
Norwich University, Northfield, VT
Master of Business Administration with Concentration in Leadership Managing Change, 2008
University of Phoenix, Phoenix, AZ
Bachelor of Science in Information Systems and Telecommunications, magna cum laude, 2003
PROFESSIONAL DEVELOPMENT
First Energy In-House Programs
George Washington University, PMP Certification - Dale Carnegie Presentation Skills
Leadership Development in Akron, OH - Labor Relations Training - New Supervisor and Manager Training
University of Akron: Building Environment of Trust, Leading Change, Making Effective Decisions, Setting Performance Expectations, and Motivating Others
AWARDS
First Energy Gold Standard Award: TC&M Wharton and Farmingdale
PROFESSIONAL AFFILIATION
Member / Journeyman Lineman
Knights of Columbus # 6424 Fourth Degree Knight, Local 456 and Local 358
ACTIVITIES
Fourth Degree Black Belt Taekwondo
TECHNICAL SKILLS
SOFTWARE APPLICATIONS Access - AM/FM - Microsoft Project - Primavera - Visio - GIS
Microsoft Office Suite: Excel, Word, Outlook, and PowerPoint
PROGRAMMING LANGUAGES Visual Basic - C++ - SQL
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