Clay E. Swidler

206-***-**** ad1z07@r.postjobfree.com https://www.linkedin.com/in/clayswidler

PROFESSIONAL OBJECTIVE

As a professional with 16 years Project Management Leadership experience, I am focused on identifying a position with an innovative and growing organization that values skills as well as professional expertise. My passion is delivering completed, on-time projects under budget while providing an outstanding business experience for my team and my customers.

PROFESSIONAL SUMMARY

16 years IT Infrastructure project management experience in IT, Health Care, Telecommunications, Call Center, Travel, Customer Service and Retail environments. (From custody and control of project through project implementation and closeout.)

Fluent knowledge of Project Management Institute (PMI) -based project management methodologies, information systems, knowledge management systems, performance measurement, issue management and risk identification techniques.

Successful experience leading teams in Agile environments to on-time and budget completion.

Established business communication skills with an emphasis on collaborating with cross-functional team members and senior leadership.

Customer driven focus with a passion for providing an outstanding internal and external customer experience on every project.

Consistently reliable delivery of infrastructure and software projects: (Charter development, scope, scheduling, budget, resource procurement and establishing QA standards).

Extensive experience managing 3rd Party Vendor & Outsourced Call Center Operations, SOWs, Quality Assurance programs, Service Level Agreements and IT Performance Metrics.

System and Software expertise: MS Office Suite, Teams, MS Project, SharePoint, Visio, Confluence, Jira, Service Now, Verint Impact 360, Nice, and Witness.

EXPERTISE

Project Management

Change Management

Risk Management

Construction & Facilities Project Management

3rd Party Vendor Management

Customer Service Evangelism

Call Center Management

Call Quality Calibration

PROFESSIONAL EXPERIENCE

Starbucks Coffee 07/2021– 04/2022

Seattle, WA

IT Program Manager

Program Manager managing vendor deployments for Retail IT Lifecycle equipment deployments in USA & Canada.

Managed outsourced vendor deployments for projects ranging in size from 500-2500 retail stores

Rollout PM for Cold Brew Labeler Expansion and POS systems – 1400 to 5000 stores.

Owned, built and managed complex schedule, project budgeting and reporting for store hardware retrofits

Partnered with Release Managers to plan Sprints and related scheduling for store installations.

Managed in store low voltage cabling vendors for installation work, including pre-deployment site surveys

Conducted daily project meetings to plan deployments and provide quality performance metrics for internal stakeholders

Delivered weekly project quality presentations and status reports to Finance and Retail Program executives

Polyclinic 04/2019 – 04/2020

Seattle, WA

Senior Project Manager (Short-term facility & EPIC upgrade rollout)

Project Manager for Epic Widescreen hardware rollout for 560 clinic users

Conducted exam room surveys to identify electrical and wireless capacity for Epic upgrade

Created and coordinated schedules for equipment rollout at nine (9) clinics

Consulted with Practitioners to determine customized Epic view & software requirements

Presented project updates at steering committee meetings

Managed Vendor resources & equipment rollout schedules

Holland America Cruise Lines; Carnival, Inc. 06/2017 – 03/2019

Seattle, WA

Senior Project Manager - Applications

Provided application and IT Infrastructure project management leadership for Application business Analysts, engineers, QA testers and schedule coordinators for cruise ship refitting and re-branding.

Created and managed six-phase SDLC project: scope, schedule, budget and project resources to successfully meet a 14-month ship readiness and delivery schedule.

Provided analytical leadership guidance for IT Application Engineers, Guest Tech and Marine Application teams in order to update and test 80 applications for a newly renamed ship.

Defined project scope and objectives and developed detailed work-plans and schedules partnering with the IT Infrastructure project team.

Identified project risks and addressed spontaneous staffing deficiencies throughout the life of project to mitigate schedule slip.

Solved complex pre-deployment and operational problems: examples include resource availability conflicts that jeopardized project budget, schedule requirements and competing project resource pools.

Managed vendor SOWs and the integration of vendor tasks into project plans.

Managed Solutions Architect project resource requests in Steering Committee meetings.

Bluehawk consulting 06/01/16 – 05/01/17

Bellevue, WA. (Contract assignment)

Senior Retail Project Manager (Microsoft Retail Stores)

Managed and executed retail store kiosk construction solutions.

Drafted SOWs, Scope documentation, Playbooks and rollout schedules for project deployments.

Managed multiple onsite Project Managers and construction vendors and resources for store refreshes. (Retail, AV, LV and Construction).

Presented Risk Management assessment surveys prior to project launches to survey project risks.

Delivered weekly reporting on Project Status, Milestones, Playbook updates for Senior Leadership Team.

Provided escalation support for virtual teams during implementation.

Collaborated with Microsoft Retail Teams for technology support.

Implemented proactive Change Management processes, identifying potential risks and mitigation plans to ensure changes did not adversely affect scope or production.

Providence Healthcare 09/2014 – 05/2016

Renton, WA. (Contract assignment)

Senior Project Manager

Senior Infrastructure Project Manager for UCS Remote Data Center deployment.

Managed Citrix XenDesktop production readiness. (Design, Execution & Close phases) for 2500 customers.

Drafted and delivered project documentation for Client Service Engineers and Windows Server and management teams. (Charter, Project Plan, RACI, Issue/Risk tracker, process flows, Change Requests and Project Close requirements).

Assisted Active Directory administrator compiling data in order to support engineering requirements for system upgrades and enhancements.

Provided Project Management services for two Proof of Concept projects. (Citrix HDX Monitoring & Trend Micro Anti-Virus solutions.)

Holland America Cruise Line 04/2012 – 08/2014

Seattle, WA. (Contract assignment)

Project Manager: Call Center Software implementation

Delivered all phases of project management for Verint Impact 360 Workforce implementation for 600 worldwide users.

Supervised and managed multiple vendor project managers and engineers throughout all planning and implementation phases.

Managed Time and Materials based project using daily cost analysis tracking.

Drafted and delivered call center software documentation and delivery schedules for IT, Telecom and Storage teams.

Provided project management services for VDI conversion (Citrix based) rollout for local and regional users.

Senior Project Manager for telecom and A/V deliverables for a new state-of-the-art Emergency Response Command Center (ERC) project.

Managed a remote facility build-out project supporting the application development team expansion.

Coordinated and facilitated daily, weekly and monthly Project meetings.

American Tire Distributors 01/2012 – 03/2013

Bellevue, WA. (Contract assignment)

Project Manager

Project managed Avaya AACC Call Center software implementation for customer service agent training and adoption.

Managed project scope and risk to ensure stakeholders met deliverables in order to facilitate remote call center go-live.

Created training and operations procedure manuals for sales executives and satellite office users.

Managed software vendor communications to research, identify and hire call center technology providers.

Created pre-defined phrase scripting and customer service policy templates for sales and service teams.

AT&T Premier Operations 10/2008 – 01/2012

Bellevue, WA.

Senior Call Quality Project Manager

Developed and delivered Premier Operations Call Center agent training process documentation (manuals) and revised process communications for Voice, Email, and Chat initiatives.

Established benchmarks for call quality assurance program and developed quality evaluation and calibration processes & standards. (Employed root cause analysis to identify and resolve quality assurance and training gaps).

Partnered with vendors, Service Delivery management and Marketing to incorporate improvements into quality and training programs.

Analyzed and presented quality performance results on a daily and weekly basis to Senior Management & project sponsors to support business needs.

EDUCATION

Art Center College of Design, Pasadena, CA - 1992- Bachelor of Commercial Arts (BFA)

References: Available upon request

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