Project Manager Customer Service

Location:

Noblesville, IN

Posted:

August 16, 2014

Contact this candidate

Resume:

Michael Charles Hitson (ASQ CSSBB (Master BB), PMP, CompTIA

Project +, CSM)

***** ********

Drive * Noblesville, IN 46062

***-**** ? *******@*****.*******.***

(Public Profile: http://www.linkedin.com/pub/dr-michael-hitson-d-m-pmp-csm-

ssmbb/14/166/353)

Deeply accomplished and certified professional project manager (PMP),

Certified Scrum Master and Six Sigma Lean Master Black Belt with over 12

years of experience providing a proven ability to deliver substantial

revenue, productivity, and quality improvements, through program management

and well managed on-time projects. A program manager motivated by standards

and degrees of excellence to over-achieve expectations and objectives as a

team leader through the application of first-rate skills in directing full

project cycles incorporating multiple lines of business, programs and

initiatives.

High Knowledge Areas of Experience & Expertise

* Project Management (PMBOK) * Six Sigma / Statistics

(SSMBB) * Lean & Kaizen

* Training & Curriculum * Minitab & SPSS

* Virtual Teaming

* Research / Authoring * Executive

Presentations * Information Technology

* Customer Service and Relations * Microsoft Office

Applications * Leadership Development

* Open Workbench * Google Analytics

* Scrum / Agile (TFS)

Professional Experience

Medxcel Global 3/2014 - current - contract)

Senior IT Project Manager

As Senior IT Project Manager responsible for relationship management,

project planning, resource management, tactical execution, and the

generation of final project deliverables with incorporation of Agile and

SDLC methodologies. Involves collaboration with senior management and

stakeholders to meet business objectives and provides professional

leadership & mentorship, fostering respect and trust to inspire others to

pursue excellence while applying Microsoft Project, Microsoft Team

Foundation Server and SNAP.

Eli Lilly & Company (3/2012 - 1/2014 - contract)

Project Coordinator / Associate Consultant

Lead the processes that approve release and maintain the Global Medical

Quality System. Develop and manage the MQS Document Plan to appropriately

manage the queue of requests for new/revised documents in the Medical

Quality System.

Manage and maintain a project program in excess of 1,000 individual

projects with timelines extending across 9 - 36 months.

Develop project tracking and reporting schema for the effort

. Ensure appropriate audience identification for formal training and

support of information education/awareness sessions as appropriate

Western International University (Adjunct Professor) (3/2011 - present)

Columbia Southern University (Adjunct Professor) (12/2012 - present)

Colorado Technical University (Adjunct Professor) (2/2013 - Present)

Columbia Southern University (Adjunct Professor) (12/2012 - present)

Colorado Technical University (Adjunct Professor) (2/2013 - present)

Educational Services Incorporated (11/2010 - 2/2012)

. Project and Program Management (Curriculum - Development / Maintenance

(online / onsite facilitation)

Michael Charles Hitson (page 2)

Facilitate / support multiple simultaneous curriculum development

projects working with the incorporation of numerous content vendors both

internally and externally. Some examples include:

Manage and maintain curriculum department operational projects, online and

onsite, including in excess of 250 curriculum development projects

operating in a rolling wave configuration.

Develop, manage, and maintain full curriculum program project plan

incorporating development, regulatory, marketing, and information

technology across approximately 125 instructional sites.

Facilitate academic control and management across 20 new programs and 37

existing programs of study.

Frontier / Verizon Communications, Westfield, Indiana (2/2000 - 10/2010)

. Project and Program Management (Six Sigma - Lean and non-Six Sigma

founded)

Manage / support multiple simultaneous PMBOK / DMAIC / Project Process

Architecture (PPA) methodology projects across areas including information

technology application development and replacement, collection processes,

call center operations and performance, corporate curriculum development

and delivery method methodology, corporate events planning, sensitive data

protection, disaster recovery, operations transferred to 3rd party vendor,

financial tracking, and revenue assurance. Some examples include:

Six Sigma, DMAIC based Sensitive Personal Information protection (500

applications / 4 business lines)

Six Sigma, DMADV based Internet customer chat /e-mail facilitation (26,000

e-mail and chats monthly)

Stand-up of IT Disaster Recovery (Business Continuity) site - greenfield /

IT founded ($14 mil. project)

Six Sigma, DMADV customer credit verification application development (2

systems with 1,200 users)

. Coordinated Kaizen Blitz / Mini-Events and full length, 5 day events

across such areas as improved collection processes and the effective use

of data, turning that data into action and improvement, application of

Lean methodology across the process, etc. resulting in 8% improvements on

delinquent accounts; expanded data protection, obfuscation methodology,

and risk assessment improvement equating to increased data protection

across 400 applications.

Corporate events planning (multiple events - inside and outside U.S.A. -

over 300 participants per event)

Six Sigma, DMAIC / Lean based call center operations improvement (400

agents - 40,000 contacts/day)

. Executive corporate research: Completed over 80 executive level requests

+ presentations

. Trainer /Curriculum Developer

Manage project, develop curriculum, and facilitate training in the areas

of IT application usage, customer service, project management, and call

center process improvement to management, associates, and new hires across

multiple lines of business. Some examples include:

Developed / facilitated program for the training of project management

employees in preparation for the passing of the Project Management

Institute PMP examination.

Developed the program / project, constructed the curriculum, and applied

the training for corporate system education and application development

(12 programs across over 600 participants each).

. Developed training, managed Six Sigma, DMADV founded project for Pivot

Table call center performance analysis training and improvement, over 300

management employees across 11 call centers

. Creator of the Knowledge Founded Virtual Self-Management Model for

virtual teaming and project management. - - Published - IARIA Life

Science Journal - 2009, vol. 1, ed. 4

Academic and Certification History

. Baker College - Master of Science - Information Systems - In

Progress (25 hrs. complete)

. University of Phoenix - Doctor of Organizational Management

. University of Phoenix - MBA - Management

. Indiana University - Master of Science - Education / Genetics

. Ball State University - Bachelor of Science - Biology / Chemistry /

Speech Education

Michael Charles Hitson (page 3)

. Project Management Institute (PMI) - Professional Manager of

Projects (PMP) Certified

. American Society for Quality (ASQ) - Six Sigma Black Belt Certified

. CompTIA - Project + Certified

. Scrum Alliance - Certified Scrum Master

. Villanova University - Advanced Masters Certificate in Six Sigma;

Master Project

Management Certificate; Lean Six Sigma Master Black

Belt Certificate

. Verizon Communications - Information Technology Requirements Analyst

Certification

Memberships

* Project Management Institute (PMI); * CompTIA

* Scrum Alliance

* American Society for Quality (ASQ) * Mensa

{Open to relocation nationally and

internationally}

{Curriculum Vitae (CV) available upon request}

Contact this candidate