Project Manager Customer Service
Resume:
Michael W. Riess
Roselle, Illinois 60172
********@*******.***
Summary: A practiced I/T professional with demonstrated success as a
project manager and team leader for both small and large scale projects and
a major incident manager for highly critical online applications.
SKILLS SUMMARY
Project Management: Over 20 year's experience in project management in both
support and development environments, including insurance claim and policy
processing. Four years performing as an Incident Manager and five years as
a Change Manager which included the implementation of a new enterprise
change tool.
Communications: Excellent oral and written communication skills and
extensive experience in creating and delivering executive level
communications.
Customer relations: Proven skills in developing service level agreements
and liaison skills working with application and business client areas.
Computer: Proficient with Word, Excel, PowerPoint, Visio, Windows XP, and
Windows 7.
PROFESSIONAL EXPERIENCE
TATA Consultancy Services/ The Home Depot/ Signa Development Group/ DART
Home Inspections, Inc. 2006-Present
After accepting a voluntary termination offer from Allstate held the
following positions:
. TATA Consultancy Services - 2013-Present - Consultant - Created a
Policy and Procedures Manual (PPM) for a new consulting engagement
with the Grainger Corporation. This included creating process maps
(using Visio) and writing the corresponding Standard Operating
Procedures for both the transition and steady state environments.
TATA Consultancy Services - 2012-2013 - Managing Consultant - Major
Incident Manager under the ITIL foundation framework for the Nielsen
Company. Delivered major incident management by
engaging/collaborating with various teams of tier one analysts,
operations engineers, and business representatives to insure the
reliability and high availability of the company's most critical
online services. Also created and delivered executive level metrics
detailing the health and wellness of these critical client facing
applications.
. Home Depot - 2011-2012 - Performed sales associate duties in the
lumber and building materials department. This included stocking of
materials, cutting lumber for customers, and helping customers with
their project needs.
. Signa Development Group - 2007-2009 - Performed project management
duties for a construction company building modular type Child
Development Centers at several U.S. Army bases around the country.
. DART Home Inspections, Inc. - 2006-2007 - Completed Home Inspection
training, achieved state licensing, and started my own home inspection
business.
Allstate Insurance Company Northbrook, Illinois 2000-
2006
Client/Incident Manager
Negotiated and created service level agreements (SLA) for both the
Claims and Sales business areas for application availability.
Performed as a client manager between the Information Technology and
Application Systems departments in support of both the Sales
environment in 14,000 remote offices and for the Claims environment in
100+ market claim offices.
. Created technology related emergency procedures and coordinated
activities in support of the multiple hurricanes experienced in 2004
and 2005 in Florida and Louisiana thus reducing downtime for both
agent and claim offices which translated into better customer service.
This included the setting up of temporary offices, computer hardware
upgrades, connectivity of mobile satellite trailers and the
installation of new computer equipment. Also facilitated daily
conference calls and drafted and delivered voice messages to update
company executives and other senior leadership.
. As an incident manager facilitated rapid resolution on incident
conference calls which included the monitoring group, application, and
infrastructure support areas. Also performed and communicated post
mortem analysis for claim outages to help prevent future issues.
. Performed as a liaison between three remote Data Centers and the
various application systems areas within the home office. Took charge
in resolving communications issues, off-hour assistance in finding
adequate support, and worked with both groups to get emergency changes
installed in a timely manner thus limiting unnecessary downtime.
. Project manager responsible for coordinating all activities with 25+
infrastructure and application areas for data center closure and
relocation to the two remaining data centers saving $5 million over a
five year period. Implementation was completed during a single
weekend with no additional user downtime.
Allstate Insurance Company Northbrook, Illinois 1986-
2000
Project Manager/Team Leader
Managed I/T professionals (8-10) in five separate support areas
including IBM Assembler, IMS and DB2 areas. Project Coordinator for all
application software systems for Data Center consolidation from 13 to 3
locations. Change Manager responsible for coordinating/scheduling all
major changes for application, systems software, and hardware for the
corporation preventing downtime and increasing application availability.
Also, implemented new Change Management software for the enterprise.
Responsible for coordinating all Data Center related activities for
conversion to the year 2000. Promoted three times during this period.
Allstate Insurance Company Northbrook, Illinois 1977-
1986
IBM Assembler Computer Programmer
Supported both premium and claims master file update applications.
Project lead for claims portion of Data Center consolidation from 22 to
13 offices saving $3 million in future expenses. Promoted three times
during this period.
EDUCATION/CERTIFICATIONS/TRAINING/LICENSES
. Associates Degree in Data Processing, Elgin Community College, 1973
. Certificate in ITIL Foundations/IT Service Management (V2), 2003
. Licensed Home Inspector, State of Illinois, 2006
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