Project Manager Customer Service

HEATHER L. GATES

*******@*******.*** +971-**-***-****

SUMMARY

Experienced Senior Manager and certified Project Management Professional (PMP®) with over 15 years of

managing Professional Services teams and large-scale data center infrastructure projects in financial services,

telecommunications and technology industries.

PROFESSIONAL EXPERIENCE

EMC2 Corporation – Dubai, UAE

Program Delivery Manager (Sept 2010 to April 2011)

Senior Program Delivery Manager (April 2011 – August 2012)

Senior Practice Manager (August 2012 - current)

• Manage P&L and timely delivery of EMC Professional services engagements with quarterly revenue

contribution from EMC service engagements from $2M in 2009 to over $3.7M in 2013

• Provide technical and business consultative leadership to Delivery Managers, Team Leads, Project

Managers, Technical Architects and Engineers within the Middle East, Turkey and Africa regions.

• Facilitates strong cooperative relationships between Delivery, Pre-sales, Sales, Customer Service, and

Consulting teams to estimate, scope, plan, design, implement, support and operate EMC solutions

• Forecasting of services revenue and profitability margin to executive management and business

operations

• Prepare, maintain and submission of monthly Executive project reporting to internal stakeholders and

senior management.

• Negotiate sub-contracting agreements with vendors and EMC partners to deliver EMC Professional

Services

• Support the enablement of partners to deliver EMC Professional Services through training workshops

and field mentoring of partner engineers with experienced EMC technical engineers.

• Recruitment and hiring of employees who contribute to the growth of EMC service business.

• Monitor program/project delivery, employee job performance and provide coaching, counseling, and

motivation to maximize employee performance and growth.

• Liaise with other global EMC and non-EMC service teams to drive and deliver EMC Professional Services.

• Proactively identify and provide input into the development of EMC Project Management and delivery

assurance policies, procedures, standards and strategies.

• Maintain awareness and support the resolution of internal and customer escalation issues.

• Ensure compliance with EMC escalation and change control processes.

EMC2 Corporation (07/2007 – 09/2009)

Senior Technology Solutions Project Manager – Chicago, IL (07/2007 – 12/2008)

Senior Technology Solutions Project Manager – Dubai, UAE (01/2009 – 09/2009)

• Managed the life cycle of complex projects for enterprise customers from project kick-off through

customer service turnover for EMC Technology Solution services engagements valued between $500K

and $5M.

• Responsible for the delivery of the project plans, services estimates, Project Statement of Work (PSOW)

and Services Proposal content developed for the customer based upon customer requirements and EMC

proposed solutions.

HEATHER L. GATES

• Responsible for the development and execution of project implementation activities performed by EMC

Professional Services and/or Partner Resources.

• Prepared, maintained and submitted weekly activity/progress reports to internal and external

stakeholders

Proactively follows the EMC escalation and change control process for all project related issues

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Fidelity Information Services - Chicago, IL (08/2005 – 07/2007)

SAP Technology Program Manager / Data Center IT Project Manager

• Planned and managed the scope, schedule, procurement, costs, resources, risks, issues, and

communications for various software development and infrastructure projects with teams as large as 80

resources and budgets ranging from $100K to $5M.

• Managed deployment and decommission activities for data center infrastructure supporting various SAP

applications used by over 20,000 business users under a managed data center contract.

• Successfully planned and upgraded the network infrastructure (switches, directors, load balancers, etc.)

for major outsourcing client with team of over 80 network engineers, server administrators, operators,

backup engineers and storage administrators in less than three months.

• The migration of a major outsourcing clients’ direct attached SAN and backup environments to a

leveraged backup (Symantec) and EMC SAN infrastructure that resulted in over 8 million dollars in client

hardware, software and maintenance savings.

Managed the procurement and deployment of technology infrastructure for customer requested or

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internal projects using a customized PMI methodology.

JPMorgan Chase - Chicago, IL (01/2004 – 08/2005)

Decommission Project Manager

• Managed the consolidation of 7 data centers and 1500 servers resulting in annual savings of 10 million

dollars in hardware and maintenance support.

• Developed and implemented an enterprise-wide decommission process that was incorporated into daily

operations for over 30 worldwide data centers.

NetTech Consultants - Miami, FL (01/2002 - 01/2004)

Project Manager (Client: Bank of America)

Planned and managed an enterprise technology refresh with team of 20 resources to upgrade the

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personal workstations, operating systems and email systems for bank employees and senior

management in the Southeast Region of the United States.

CoreComm - Worthington, OH (09/1998 – 06/2001)

Production Services Operations

Supported 24x7x365 operations staff of developers, system administrators and computer operators to

support the daily call processing, monthly customer billing, third-level billing support. Lead Project

Manager and analyst responsible for the transition of the company's billing batch scheduling system to

CA AUTOSYS.

EDUCATION / CERTIFICATIONS

Edinboro University of Pennsylvania, Bachelors of Science - Computer Science, 2000

Project Management Professional, PMP Project Management Institute

EMC Proven Professional, Information and Storage Management – EMC2 Corporation

ITIL Foundations v3 (IT Service Management) - EXIN

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