Customer Service Project Manager

Ernie A. Brady, Jr.

Florence, Ky. 859-***-**** (mobile)

***********@*****.*** http://www.linkedin.com/pub/ernie-brady/3/467/407

Business Solutions, Project Implementation, Complex Program Solutions

Passionate leader who possesses a unique ability to drive individual and organizational performance to the highest levels. Very adept at determining gaps within the business and implementing the change necessary to produce a world class organization that is highly motivated and results driven. Excellent problem solving skills with the ability to work cooperatively across a diverse and matrix resource environment. Ability to drive results while developing strong relationships.

Industry Experience Key Strengths

Fortune 500 Delivery in complex, fast paced environments

Financial Services Under budget delivery

Manufacturing Relationship Building

Matrixed Technology Ability to mentor, motivate & lead people

Customer Service Management of cross functional resources

Technical Expertise

Testing Project/Program Mgmt DR/Business Continuity

Vendor Management Release Management LEAN Methodology

Continuous Improvement Change Management SDLC

PMP Certification Offshore Resource Mgmt Metrics based results

PROFESSIONAL EXPERIENCE

BLUEGRASS INTERNATIONAL, Regional Multi-site International Dealership 2011 - Present

Services Project Manager

Primarily focused on the strategic view of the organization and implementation of new technology, processes and critical business initiatives to advance the company and align with the overall business strategy. Full ownership of all projects from conception to implementation/support phases by following the IT Project Life Cycle Methodology. Help define the SDLC structure, processes and documentation required to ensure implementation are on time, under budget and without impact to the business.

Key Highlights:

Implemented a parts & tool tracking system to reduce loss and cost annually by $100,000.

Developed and implemented a strategy to connect three sites into one production environment helping reduce cost to the company by $130,000/year.

Conducted resource analysis requiring process changes, resource re-training and new technology installation which increases productivity 18% or $180,000 in the 1st year.

Implemented changes into the production environment spanning multiple sites, increasing efficiency from 68% to 85% generating an additional $816,000 in revenue while reducing customer dwell time from 31 to 8 days.

Implemented multiple internal changes that positively impacted the customer experience and improved the company’s customer service capabilities

2TRG, Regional Multi-site Technology Recycling Company 2008 – 2011

Project/General Manager

Create a strategy for the development and implementation of technology for a growing business. Responsible for understanding all business requirements to ensure the technology and business strategies align. Work closely with the principal owner, operations groups and customers to develop, implement and support technology which will reduce manpower and increase productivity and sales.

Ernie A. Brady, Jr. Page 2

Key Highlights:

Developed & implemented a business plan and company strategy taking the company from 10 employees, $1million in revenue per year to 125 employees and 15million in revenue.

Initiated Lean Technology principals to help reduce headcount and redundancy in processes producing $119,000 savings per year.

Owner of the largest company initiative/account, Dell Computer/Goodwill Program, which produced an annual revenue of $7.2million.

Worked closely with principals and internal operations to increase sales by prospecting and cultivating new customers. Developed & maintained very close relationships with all large volume customers.

FIDELITY INVESTMENTS, $1.3 Trillion Investment Co. with over 36,000 employees 2001 – 2008

Director of Quality Assurance/Testing (2007-2008)

Execute the testing required to support all business related & infrastructure based projects spanning across multiple tiers, platforms and applications. Produce a world class quality assurance and testing organization in India & the US by restructuring the 30 onshore & 35 offshore employees, introducing industry proven processes & implementing new technologies. Develop metrics pertaining to issue root cause Analysis. Use data to influence others to improve quality & reduce time to market.

Key Highlights:

Increased application testing coverage from 33% to 90% by implementing Mercury (ITG) and developing a team of subject matter experts.

Introduced a continuous improvement culture across the organization through the delivery of root cause metrics. This reduced testing efforts 30% and resulted in cost savings.

Reduced $450,000/year in capital expenditures while reducing time to market.

Designed, implemented, and maintained Mercury Quality Center, Quick Test Pro and Loadrunner increasing testing coverage and developing a methodology to support the SDLC.

Sr. Manager of Project Managers/PMO (2004-2007)

Develop, plan and execute all enterprise-wide infrastructure/technical initiatives. Simultaneously manage multiple highly complex initiatives that support the strategic vision of the business from conception to implementation. Manage and allocate all resources required to complete all internal application development, networking and desktop changes. Develop, own and execute the systems disaster recovery and business continuity plan twice per year. Use ITIL as the guide for developing and managing the change, release and problem management process across the organization.

Key Highlights:

Created the first Program Management Office in the Fidelity Enterprise Processing business unit.

Designed the first resource allocations tool allowing for accurate time tracking and forecasting.

Developed the first project prioritization and estimation process for the infrastructure and business portfolios, developing a complete program management capability.

Managed project in size from $10k - $15million.

Infrastructure Project Manager (2001-2004)

Simultaneously manage multiple highly complex application projects to completion without impact to the business. Own and execute the systems disaster recovery and business continuity plan twice per year. Manage all Java application developers, business analyst and testers ensuring quality code changes and migrations occur with no impact to the business.

EDUCATION

BS, Computer Science / AA, Business / AA, Math

Thomas More College

Contact this candidate