Project Manager Customer Service

Jim Williams

**** ******* ****, ***********, ** *9426 ? 616-***-**** ?

*******@*****.***

Regional Technical Manager

Synopsis of Capabilities

TECHNICALLY SOPHISTICATED AND BUSINESS SAVVY MANAGEMENT PROFESSIONAL WITH A

DISTINGUISHED 25-YEAR CAREER IN THE COMPUTER SCIENCES WITH EXPERIENCE IN A

DIVERSE RANGE OF TECHNOLOGIES WITHIN MULTIPLE INDUSTRY SETTINGS, INCLUDING

14 YEARS IN HEALTHCARE IT MANAGEMENT; CAPABLE OF LEADING AND MOTIVATING

INDIVIDUALS TO MAXIMIZE LEVELS OF PRODUCTIVITY, WHILE FORMING COHESIVE TEAM

ENVIRONMENTS. WELL-ORGANIZED, RESULTS ORIENTED PROJECT MANAGER WITH PROVEN

ABILITY TO IMPLEMENT STANDARDS, PROCEDURES AND PROCESSES THAT IMPROVE

BUSINESS FUNCTIONALITY

Collaborative team player with exceptional interpersonal and communication

skills with a sense of humor who excels in high-pressure situations to

harmoniously bring people and technology together, while building strong

professional relationships. An effective facilitator, risk-taker, and an

agent of change who constantly sees the big picture with infectious

enthusiasm who is positive, perceptive, adaptable, and driven to exceed

expectations.

Career Track

CHE / TRINITY HEALTH, LIVONIA SYSTEM OFFICE, MI (2000 - PRESENT)

The new organization formed by the consolidation of Trinity Health and

Catholic Health East is the second largest multi-institutional Catholic

health care system in the nation with annual revenue of over 13 billion.

Regional Technical Manager . IT Services Manager . Manager of Desktop and

Network Services

. Directly responsible for the IT needs of the Regional Health Ministry

(RHM); Mercy Health Saint Mary's, a 344 bed acute hospital; the Lacks

Cancer Center; the Hauenstein Neuroscience Center; the Wege Institute for

Mind, Body and Spirit; the Center for Diabetes and Endocrinology; 120

primary care physicians and 50 specialists; five community outreach

centers; and affiliations with home healthcare, rehab services, and senior

living center.

. Provided expert counsel and guidance to the RHM on IT and its impact on

the local healthcare organization and to insure alignment with Enterprise

IT Governance. Fostered strong relationship with senior leadership, core

clinical leads and department heads across the region and worked closely

with colleagues and affiliates. Enforced IT policies, best practices,

strategic and tactical decision-making processes, systems and technology

portfolio and lifecycle management, development standards, and

methodologies.

. Managed IT Operations staff (14 members); hired, developed, coached,

appraised, rewarded and retained motivated and mentored staff; lead by

example through participation and involvement in, and oversight of IT

initiatives and activities.

. Accountable for local Data Center operations with 200+ physical and

virtual servers; support of 4700+ end user devices. Ensured that the RHM

had the infrastructure (hardware and software) to meet its technology

needs; maintain knowledge of state of the art information technology,

network communications, as well as emerging technologies.

. Responsible for IT budget ($1.3 million - $1.6 million annually);

monitored budgetary performance, reviewed and approved expenditures, and

ensured budget compliance; created effective partnerships with external

service providers, hardware and software vendors.

. Directed the continuous and secure operation, administration and

maintenance of the RHM computing and server infrastructure, including

information security and privacy (HIPAA), disaster recovery, and business

continuity.

. Provided cost effective management, rationalization, and simplification

of RHM Systems and projects; such as Supply Chain (Lawson), EHR (NextGen),

EMR (Cerner), RPACS & CPACS (McKesson), and new facility construction.

Haworth, Inc., Holland, MI (1999 - 2000)

An international leader in office furniture operating in 126 countries with

annual revenue of over a billion dollars.

Computer Systems Engineer

. Served effectively as primary Novell Support Engineer for Enterprise

Information Technology (EIT), including

installation and troubleshooting of Novell Netware servers worldwide.

. Directly responsible for Y2K compliance for the Novell fileserver

environment.

. Provided server and network technical support for Haworth Enterprise's

worldwide manufacturing, sales, and distribution facilities; 24X7 on-call

support.

. Responsible for maintaining licensing for Novell MLA (Master Level

Agreement) for Haworth's wide-area

network.

. Managed and implemented SDC Intellidesk telecommunication project.

Amway Corporation, Ada, MI (1994 - 1999)

One of the world's largest direct selling organizations operating in over

100 countries with over 11 billion in annual revenue.

Senior Network Administrator . Information Specialist . Project Manager

. Coordinated and facilitated technical initiatives such as, "Global Media

Archive" project.

. Managed and implemented network projects that consolidated clients from

multi-server environments into

single-server environments.

. Drove network security by administering daily operations of Novell

Network Directory Services.

. Provided cross-platform hardware and software support for PC and

Macintosh computers; help desk and on after hours support.

. Project manager for divisional workflow project (Agile) and coordinated

vendor development issues and project activities for support team.

Education

MASTER OF SCIENCE, INFORMATION SYSTEMS MANAGEMENT, FERRIS STATE UNIVERSITY,

BIG RAPIDS, MI.

Bachelor of Arts, Business Management, Cornerstone University, Grand

Rapids, MI.

Certified, Electronics Engineering Technology, National Institute of

Technology.

Certified, ITIL Foundations v.3.

Core Competencies

IT LEADERSHIP . IT MANAGEMENT . BUDGETING . TECHNICAL OPERATIONS . PROJECT

MANAGEMENT

Information Security . Information Technology . Client Relations . Group

Facilitation

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