Project Manager Management

CAMPBELL WYNN, PMP

Victoria, B.C., V*C *M* ******@*****.*** 250-***-****

SENIOR IT MANAGER

Extensive experience delivering enterprise IT solutions and successfully integrating newly acquired assets (people, systems and processes) while organizations are experiencing significant growth. Demonstrates a strong ability to engage stakeholders and drive results underpinned by effective resource planning, executive reporting, SDLC, change and release management processes. An accomplished IT manager who has successfully established and optimized two IT Project Management Offices (PMO) within complex enterprise environments to support operational excellence and revenue growth.

Full-Cycle SDLC Project Planning & Implementation * Project Governance

Integration of Plan Development, Execution & Change Control * Scope Planning & Definition * Budget & Cost Analysis * Human Resource Planning * Time Management

Risk & Issue Management * Communication & Organizational Change Management

PROFESSIONAL EXPERIENCE

Senior Project Manager, Procurement

Mosaic, Esterhazy, SK - Contract Jan 2012 – Aug 2013

Developed and executed a BPR methodology based upon standard storeroom processes to identify and catalogue over 52,000 parts spread throughout 2 Canadian potash mine sites.

oUtilizing IBM Maximo almost $30MM of mining maintenance parts were identified as assets and transferred to physical inventory over an 18 month period.

oResponsible for the project budget, Maximo application development, resource assignment and communications including steering committee report creation and presentation.

Senior Project Manager, Information Technology

Arise, Miramar, Florida - Contract May 2011 – Nov 2011

Led the migration effort, including the development of business requirements and functional specifications for the successful migration from Oracle’s CallCenter Anywhere to a 3rd party SaaS call center for 22 client accounts.

oHandling 700,000 plus calls, 10,000,000 plus minutes and nearly 15,000 agents per month the migration has created a 6% reduction in AHT and a PCI compliant environment.

oDeliverables included Avaya access, call recording, screen recording, IVR, live monitoring and coaching whisper, client’s CRM application migration, Citrix virtual application delivery, custom CTI, transfer and conference, call dispositioning and Kana email. Agile methodology was used for the reports portion of the project.

Sr. Director, IT

CorpoCall, Aventura, Florida Sep 2003 – Apr 2011

Initiated the startup and operations management, application development, training, quality assurance and staffing for a USA based outsourcer of bilingual call center services with operations in South America;

oResponsible for the entire IT scope including development and maintenance of Salesforce and custom CRM applications, website development using Joomla, implementation of networks, telephony, servers and workstations;

oDeliverables included the Digium Asterisk Open Source PBX including ACD, IVR, Dialer and conferencing;

oDeveloped the management, execution and monitoring of call center operations, including QA, staffing and training;

oManaged Google Adwords, Google Analytics, Search Engine Optimization (SEO), Search Engine Marketing (SEM), and Pay-Per-Click (PPC) initiatives, lead generation email campaigns and direct mail campaigns.

oIncreased sales lead generation more than 100% with 20% savings over existing lead acquisition channels.

oAlso responsible to project manage the implementation of new accounts.

Sr. Director, Application Development & Client Services

Precision Response Corporation, LLC, Plantation, Florida 1997 - 2003

Implemented and supported the day to day call center operations for American Electric Power Co.; PRC’s first Oracle Siebel CRM client contact center; in preparation for AEP’s entry into the Texas deregulated energy marketplace.

Implemented PRC’s first Oracle Financials based call center for Expanets. Customized Oracle Financials to support the accounts receivable and contact management requirements. Also provides web-based invoices and billing/collection support with the associated customer service functionality.

Managed the application design and development for the annual (1998 thru 2001) UNCF nationally televised “Night of Stars”. Provided 3-tier client server architecture, Oracle front and back end application provisioning and external systems integration for credit card processing for over 600 telephone representatives.

Led the development of business requirements and functional specifications for British Airway’s Java based global airline reservation system. Consolidated over 20 marketing databases providing a custom CRM capability for use by counter reservation agents, frequent flyer program management and marketing departments around the world.

Established the Project Management Office (PMO) program and processes. Senior IT member of the due diligence team for strategic new business acquisitions. Participated in three new acquisitions in fiscal 2001. Post-acquisition, managed the integration of the acquired networks and systems with PRC’s corporate network.

Implemented 1200 workstations in 5 call centers over a 3 month period for AT&T. Responsible for the application development, maintenance, operation and support of client accounts consisting of more than 1800 call center seats that generated in excess of $150 million in call center revenues and $12 million in IT revenues.

Implemented PRC’s first e-business accounts. Integrated e-mail functionality with existing Avaya (Lucent Definity) switches and TCP/IP network. Providing click-to-chat and click-to-talk functionality for client’s existing Web sites. These accounts comprised a variety of e-commerce business models including major on-line auction sites, a travel reservation site, group health insurance provider and a sports site.

Sr. Director, IT and Application Development

Apotex Inc., Toronto, Ontario 1988 - 1997

Promoted to positions of increasing scope and responsibility, during an explosive growth period when Apotex was a $100 million company with 250 employees to its position as a $750 million enterprise with 1200 plus employees.

Established the Project Management Office (PMO) program and processes.

Implemented a project and resource management system to document and support Apotex’s research and development processes and address specific action items as a result of a Revenue Canada audit. The system saved $10MM of R&D tax credits over 2 years.

EDUCATION/TRAINING

Project Management Professional, Project Management Institute (www.pmi.org)

Bachelor of Science - Computer Information Systems,

-Florida International University, Equivalency by College of Business Administration (2000)

CIO Regional Development Program, Society for Information Management, Atlanta, GA

Western Executive MBA Program, Richard Ivey School of Business, University of Western Ontario, London, Ontario

Information Systems Project Management, American Management Association, Toronto, Ontario

Computer Systems Auditing, Institute for Applied Technology, Irving, TX

Validation of Computer Systems for Pharmaceutical and Medical Device Manufacturers, Institute for Applied Technology, Raleigh, NC

Diploma in Programming Technology, Institute for Applied Technology, Toronto, Ontario

Undergraduate Studies – Business Administration, Vancouver Island University, Nanaimo, B.C.

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