Customer Service Project
Resume:
Christine Nguyen Hebert SAS Programmer/Technical Project Manager
Irvine, CA 92606
AREAS OF EXPERTISE:
Management and IT Consulting: Interact with both business users and technical staff to recommend and implement IT solutions to address business needs for clients.
Senior Technical Lead: Seven years of complete applications development life cycle experience including assessment, requirements, design, implementation, test, and production.
Project Management: Strategy and proposal development, negotiate contracts, project planning and estimation, resource planning, schedule deliverables, track time and cost, risk/contingency planning, manage and control customer expectations, supervise project team, manage team members across multiple projects. Manage cross-departmental internal, external resources and vendors. Prepare operational, financial and resource forecasts to support effective use of resources and executive management decision making.
Personnel Management: Consulting Services Manager with responsibility for project staffing, employee reviews, goal setting, hiring, professional development, training, and resource management.
EDUCATION
MS Computer Systems Management
Graduate Project: “Master Project Plan to Improve the Software Development Cycle”
Maryland University
Bachelor of Science in Economics, Minor Mathematics
George Mason University
CAREER EXPERIENCE
SAS Institute Inc.
Position: Principal Member of Consulting Staff
Dates of Employment: March 1993 – May 2017
Principal Consulting Project Manager (1995-2017)
Manage enterprise-wide SAS Security, Big Data Analytics, Business Intelligence, Marketing Automation, IQ and OQ programs and projects to ensure success throughout the development life cycle. Act as the central point of contact for all issues including problem diagnosis, resolution, strategic decisions, enhancements, planning and implementation. Facilitate technical resources including technical support, hardware vendors, contractors, R&D and consultants. Continually support customer retention and sales through cross-departmental interaction with Account Executives, Sales Operations, Legal and Contracts to identify leads, write proposals and contracts.
Project Portfolio Summary
Project size: $500k-$1 Million/year
Projects per year: 2-4
Project Durations: 6-12 months
Project Teams: 3-10 consultants/subcontractors per project
1995 – 2000 West Coast Accounts: Disney, Smart & Final, Irvine Company
2001 – 2006 Manufacturing/Automotive: Honda, Nissan, Toyota, eBay, J.D. Power
2007 – 2011 Health Life Sciences: Kaiser, BCBS, BSC, AstraZeneca, Amgen, Allergan
2012 – 2015 Communications/Entertainment and Financial Services: Western Digital, Venetian, COMCAST/NBCUniversal, GE, Citibank Grid Modernization
2015 – Present Retail: Tribune, Footlocker, Pearson, 1-800-Flowers, COX, Sprint
Senior SAS Software Applications Consultant (1993-1995) Developed SAS software applications on multiple hardware platforms, Mainframe, Unix, Windows. Involved in IQ and OQ SAS deployments. Accessed databases including DB2, Oracle, Teradata, SQL Server and SAP for business intelligence and advanced analytics. Involved in all phases of the software development life cycle: define security and architecture, gather requirements and design, implement SAS code, generate reports, test and deploy.
Relevant experiences gained include:
SAS Big Data Analytics, Grid, Data Management/Data Quality, BI, Financial Management and Marketing Automation solutions for key accounts across Industries: financial, insurance, healthcare, pharmaceutical, high tech, manufacturing and entertainment
Modernization to SAS Grid and Viya, Access to NoSQL Big Data systems (Hadoop, MongoDB, Redshift, etc.), security including AD, LDAP and Kerberos
Work with Executive Management to define strategic objectives and detailed program roadmaps and project plans from high-level business needs
Manage enterprise-wide, complex IT projects involving business units and resources across multiple locations to implement Platform Security, Enterprise Miner, Forecast Server, Data Management and Visual Analytics
Assist with hardware and performance sizing, perform knowledge transfer and training
Work with cross-functional / matrix teams, including Sales, Contracts, Retention, R&D, Education and Operations to estimate, forecast, sell and deliver software projects
Create Executive presentations to summarize program and project deliverables
Assigned to at-risk projects, successfully brought same to successful conclusion
Promote team unity and collaboration to achieve superior business results
Name of employer: Atlantic Research Corporation - Professional Services Group
Position held: Senior Member of Technical Staff
Dates of Employment: August 1989 - March 1993
Developed statistical data systems for government and commercial health care clients. Primary activities included writing SAS code to perform complex statistical analyses in a client-server Mainframe environment. Developed hospital financial systems to efficiently summarize and process 10-50 million Medicaid claims records.
Name of employer: Management Consulting and Research Inc.
Position held: Research Associate
Dates of Employment: January 1988 - August 1989
Provided analytical and programming support for the Department of Defense. Converted the Navy's Program Cost Assessment Model from Apple to IBM system with graphics capabilities. Developed a database system used to update and process cost and program data. Developed an automated system to validate and correct the Army's Central Demand Data Base. Modified and reprogrammed the Navy's Cost Reference System to use as an internal data tracking tool. Created a spreadsheet model to estimate Air Force equipment life-cycle-cost.
PROFESSIONAL MEMBERSHIPS/RECOGNITIONS
1-800-Flowers Golden Pear Award for Customer Service, 2016
Project Management Institute, PMP Certification, 2011
U.S. Commercial Sales Innovation Award, 2006
American Honda Customer Service Recognition 2004
Commercial Sales West Exceptional Performance Award 2003
EMI Music Customer Service Recognition 1999
PUBLICATIONS
SAS 9.1.3 upgrade to SAS 9.4: Short-cut method, September 2014
http://smportal.sas.com/smnews/psd/pages/psd19sep14o.aspx
Project Management Tips for Engineering and Construction: Part 4,
Software Project Management, February 2015
http://insights.globalspec.com/article/599/project-management-tips-for-engineering-and construction-part-4-software-project-management
VOLUNTEER EXPERIENCE
Board member, National Charity League and National League of Young Men
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