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Project Manager Customer Service

Location:
Upland, California, United States
Posted:
February 01, 2018

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JOSEPH B. DECKARD

Upland, CA *****

909-***-****

ac4amm@r.postjobfree.com

Program / Project / Process Management Consultant

PROFILE

Mission/Key Strengths

Large enterprise ITIL/ITSM process design, measurement and continuous improvement based on Six-Sigma concepts and PDCA (Plan-Do-Check-Act) and/or ETVX (Entry-Task-Validation-Exit) models with integrated control objectives for IT (COBIT). Traceability to business imperatives and requirements, and framing processes in the context of value stream and system maps.

Financial and vendor management including cost avoidance and containment strategies, as well as cost reduction and recovery.

Enterprise program and project management.

Value Proposition

Employ lean and agile concepts for rapid deployment of processes, programs and projects with minimal non-value added steps. Strike a balance between agility and control objectives needed for effective governance.

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CAREER TRACK

PMO/PORTFOLIO/PROGRAM/PROJECT/IT GOVERNANCE CONSULTANT

JBD Consulting International, Inc. Jan 2018 – Present

Sector: Government, Enterprise

VENDOR RELATIONSHIP MANAGER

Amtrak OCT 2011 – JAN 2018

Vendor Support for Contract: RFP development, contract development and negotiations.

Corporate Infrastructure Financial Management Supporting Vendor Contracts

Service Level Management Enterprise Architecture/Process Development/Implementation/Management with Integration to COBIT control objectives

Availability Management Architecture/Process Development/Implementation/Management with Integration to COBIT control objectives

Financial Process Development and Validation Integration with Corporate Finance and Auditors

Service TCO Introduction/Architecture/Process Development/Implementation, incorporation of the TVO concept.

Accomplishments

Major MSA Refund of >$1.2 million from developed validation analysis of technical configuration vs Traffic Analysis vs 5 year contractual Invoicing supporting Contract particulars

Reduction in Application Measurements against SLT’s through automation and redesign of the internal processes

Amtrak Corporate Accounting adoption of IT Validation processes and presentation support IT Infrastructure contracts.

IT automated Dashboard supporting Critical IT Metrics

GQM / SWOT Analysis introduction/development and implementation

Information Technology Balanced Scorecard (BSC) introduction, process development and implementation strategy.

PMO/PORTFOLIO/PROGRAM/PROJECT/IT GOVERNANCE CONSULTANT

JBD Consulting International, Inc. July 2007–OCT 2011

Sector: Government, Enterprise Geographical Responsibilities: Global

Major Client Projects:

Sr. Program Manager / Sr. Project Manager, Enterprise Infrastructure, Washington, DC – Amtrak

-Portfolio review, Divisional Operational Budget, Capital Budget development, analysis and review

Reorganize Outsourcing contract to support development of a Service Catalogue via a standardized Service Category, Type and Element taxonomy breakdown with relationships between IT Operations and the Business Units – Amtrak

Data Modeling to support Business activity to IT Operation support expenses – Amtrak

IT Operations / IT Security Audit remediation - Amtrak

FAR 15.408 costing proposals to support Government Bid’s as per the request of clients. US Boarder Patrol

Sr. Project Manager, Enterprise Project Portfolio Process Analysis/Recommendation, SAP ERP Project Initiation and Elaborations Phase, Southern California Edison.

Capacity Management Data Modeling and service relationships to business requirements – Southern California Edison

SR. DIRECTOR OF NETWORK SERVICES

Gemstar - TV Guide Inc. DEC 2006 - JULY 2007

Sector: Media Geographical Responsibilities: North America

Accountable/Responsible for National Network Services Organization.

Corporate Service Support Process development, implementation and improvement.

Develop voice, data and security network architecture, design, implementation and operations standards.

Responsible for the overall effectiveness and performance of the voice and data networks. Manages the design, installation, 7x24 support/maintenance of National LAN’s/WAN’s/Metro Networks. Responsible for support of CISCO LAN, WAN, and Avaya VoIP PBX hardware and associated routers, switches, access points, firewalls, VPN concentrators and load balancers.

Design/Implementation of 80 Ghz Metro Microwave Systems, National 802.11 wireless network with maintenance/support processes.

Accomplishments

-Satisfying an SEC inquiring concerning internal IT Processes and Operations standards.

-$945K million reduction in Yearly communications cost within Hollywood through implementation of new standards.

PMO/PORTFOLIO/PROGRAM/PROJECT/IT GOVERNANCE CONSULTANT

JBD Consulting International, Inc. AUG 2002 – Dec 2006

Sector: Government, Enterprise Geographical Responsibilities: Global

Major Client Projects:

Program Manager, Process and Staff Reorganization - Network Services, Gemstar - TV Guide, Inc. (Consultant)

Capacity Management Data Modeling and service relationships to business requirements

Program/Project Manager, Altiris Infrastructure Program, IT Operations Service Model Dev, Major Financial Org.

Program/Project Manager, PMO-Tools - Analysis, PMO, Financial Organization – Global Auto Manufacturer

Program/Lead Project Manager, ITIL Analysis and Implementation, Major National Health Care Organization

This included the development of a standardized naming convention, a taxonomic structured scheme, throughout IT to support access through a common System of Record naming convention. - Incident, Problem, Release and Service Desk Function.

Program Manager, Superior Court Infrastructure Upgrade, State of California, CA

Sr. Project Manager, ITIL Process Development and Implementation, Automobile Organization

SR. DESIGN ENGINEER / WESTERN REGION MANAGER

Nortel Networks June 2000 - Aug 2002

Sector: Carrier and Large Enterprise Geographical Responsibilities: North America

Design Implementations as well as support of Project Implementation and Management of Carrier Based Networks:

Wireless (GSM, UMTS, CDMA)/ATM/Frame Relay/IP transports for Data/Voice/Multimedia Networks.

Customer Meetings to determine Design Constraints and Time Schedule

Develop Specifications to support specific Design Constraints to meet Customer Objectives.

Capacity Planning support requirement inclusions.

Manage & Direct installation crew concerning programming, installation, testing

Major network design and deployments for Verizon, AT&T, Sprint

Additional Responsibilities: Staff Training and Review, Customer Review concerning Scheduling / Design / Implementation, Configuration advice relative to Passport ATM. PVG, Frame Relay, ILS, VoIP integration, Wireless BSC/BTS/MSC Integration. Awards/Bonuses: West Coast Presidential Customer Service Award

Country Manager - DATA PRODUCTS (INT’L)

BTC JUNE 1987- May 2000

Sector: Government, Carrier, Enterprise

Geographical Responsibilities: North America, Great Britain, Europe, Scandinavia, North Africa, Middle East, Asia

Corporate Investment: China, North America, Scandinavia

Employees: 65 staff within Four countries

Sales and Software Development Organization: Turnkey Bid / Design / Build, Private and Government Infrastructure.

DATA PROCESSING DIRECTOR / PROJECT OFFICE MANAGER (INT’L)

SBG (Europe, Middle East) AUGUST 1983 - JUNE 1987

OFFLINE/ONLINE PROGRAMMER / SYSTEM PROGRAMMER

Data Line Service Company OCT. 1979 - AUGUST 1983

EDUCATION

BACHELOR OF SCIENCE 1982

California State Polytechnic University – Pomona California

MASTER OF PROJECT MANAGEMENT 2004

American Graduate University California

- Delta Epsilon Tau International Honor Society

CONCENTRATIONS

Project Management Professional (PMP) Certification: Reg. #: 184338

Certified Scrum Master (CSM) : Reg. #: 74936

Project Management Office Professional Certification (PMOP)

ITIL Certification

COBIT Foundation Certification, ID: 70263743

Six Sigma – Green Belt

Professional Associations:

BICSI: A Telecommunications Association, Member No. 126504

Project Management Institute: Los Angeles, CA: Member No. 3146

ISACA: Los Angeles, CA: No. 299344

Sarbanes-Oxley (SOX) Group: No. 1819156

IT Financial Management Association (ITFMA)

GRC (Governance, Risk Management, and Compliance) Group

AACEI (Association for the Advancement of Cost Engineering) Member No: 32801



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