Technical Support Project Manager

ERNEST R WILLIAMS II

224-***-**** *************@*****.***

Nineteen (19) year seasoned IT executive looking to lead an internal group of service focused technicians and provide technical support to all corporate departments.

SENIOR EXECUTIVE

Chief Executive credited for program leadership, development and improving corporate divisions at Fortune 500 companies including: Sears Holdings, Walgreens Corp, United Airlines, Allstate Corp and Northern Trust Bank

A senior professional in building large-scale technology applications using a diverse range of technologies

TECHNICAL SKILLS

AOP, SAP, Enterprise Portfolio, Client Relationship, ERP, Project/Program Management, Operations, Change Management, CRM, Microsoft Windows, Office, Windows Server, E-commerce, Mobile Software Development, Regulatory Reporting & Compliance, Mentoring/Team Building, Key Performance Indicators (KPIs), B2B/B2C Strategy, Scrum, Agile Methods, PMP/PMI/PMBOK, Waterfall, METHOD-1, Rational Rose Unified Process (RUP), Capability Maturity Model (CMM), ROI Statements

PROFESSIONAL DUTIES

CHIEF OPERATIONS / TECHNOLOGY OFFICER (direct hire)

Unlimited Production, LLC Jan 2021 – Present

As Operations/Technology Officer, my mission is to develop, administer and monitor business and technology infrastructure while driving sustainable growth.

●Oversee day-to-day for technology, finance, retail operations, human resources, planning, sales CRM and other company departments.

●Act as a Project Manager in the development and implementation of new technology improvements and enhancements.

●Report weekly dashboards of forecasts and profits, through AOP by departments to division leaders (using SharePoint and Excel).

●Review and update Key Performance Indicators (KPIs) weekly and monthly to ensure departmental objectives are on track.

●Ensure compliance on a company, city, state and federal level for recommendations supported by data for company policy adoption.

●Manage relationships with partners and vendors (costs, billing, timelines and material delivery) to meet current and future needs.

VARIOUS NON-IT JOB ASSIGNMENTS DURING COVID (short-term) Mar 2020 – Nov 2020

●Served as Technical Phone Support personnel and Correspondence Checker

DELIVERY DRIVER (direct hire)

Bolt, Inc. Jan 2018 – Dec 2019

As a Bolt truck driver, I successfully kept deliveries on time and on schedule.

●I received orders from Bolt’s Dispatch Team for the day’s routes and picked up deliveries to drive to companies across the US.

●I calculated routes and delivery times with the company’s Receiving Managers and serviced the truck as required.

WAREHOUSE OPERATIONS MANAGER (direct hire)

Amazon Fulfillment Center/Warehouse Feb 2017 – Dec 2017

I developed, led and engaged teams of exceptional talent through inbound and outbound operations across the 3rd shift in the Amazon Fulfillment Center.

●Led and developed a team of 7 Area Managers and over 150 hourly associates by embodying Amazon’s Leadership Principles.

●Supported safety programs and OSHA compliance to ensure a safe work environment for associates and managers and mentored, trained and developed teammates for career progression, performance improvement and recognition purposes.

●Proactively identified and led process improvement initiatives using Lean Tools and created, communicated and maintained quality control policies and standard work procedures to associates (using Excel)..

●Built and delivered productivity plans by reviewing work forecasts, determined productivity requirements and partnered with other Operations Managers to balance labor schedules (using Excel).

●Evaluated performance objectives and metrics to determine inbound or outbound productivity requirements to achieve customer time, accuracy and quality expectations.

Ernest R Williams II – Professional Resume page 2

SR PROJECT MANAGER (contractor through TekSystems)

Internet Truckstop Group (Truckstop.com) Mar 2016 – Dec 2016

While on assignment, I managed all aspects of very high visibility, large SAP ERP projects (dot-NET and SQL DB) within the PMO. I set project delivery expectations and assessed impact to key critical systems.

●Worked collaboratively with project stakeholders to develop a comprehensive Rate Analysis Project plan based on approved funding. Successfully implemented the project within the constraints of corporate PMO with a $3M project budget.

●Led project planning activities (using MS Project and XL) to structure the project, including defining project goals, objectives, and scope and engaged project teams in detailed planning activities.

●Coordinated the identification and planning of all Rate Analysis Project work streams, including working with each functional manager to plan work product schedules, identified key milestones, managed dependencies and identified risks.

●Created, built and updated project schedules, project charters, project plans, status reports, and work breakdown structures (using Google Tools, MS Office and MS SharePoint) for document management.

PROGRAM MANAGER (direct hire)

Sears Holdings Corporation Nov 2012 – Feb 2016

I managed oversight of end-to-end CRM project delivery and execution of projects in the program using Agile and Waterfall methodologies and organized an annual budget of over $25M, at its peak, for mobile programs with annual revenues exceeding $3B (USD).

●Organized a cross-functional Project Management Office (PMO) that worked closely with Business Product Management and IT Teams to develop effective frameworks and Waterfall / Agile development methodologies.

●Set and monitored Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) across the program and assisted with the back-end development and test planning of iOS architecture arranging mobile deployment and delivery across Sears and Kmart stores world-wide.

●Collaborated with SHC’s Sr. Leadership Team (SLT) and Business Units (BU’s) to determine mobile technology needs (for Apple’s iOS) and priorities necessary to achieve business objectives.

●By selecting appropriate state-of-the-art mobile technologies, I aligned the technology vision with the BU strategy and led critical discussion around mobile security and applied iOS upgrade standards across the enterprise.

●Mitigated critical project issues and risks for the technical business analysts and project managers while understanding front-end (UI) iOS and Android OS development to keep the customer’s User Experience (UX) in mind.

SENIOR MOBILE PROJECT MANAGER (contractor through TechniSource)

Walgreens Mobile Division May 2012 – Oct 2012

As a Project Manager (on a 6-month assignment), I maintained scope management, costs estimates and project schedules for multiple e-commerce mobile CRM projects (Android and Apple OS) with budgets up to $1.1M annually.

●Coordinated application development across multiple locations, using Agile/SCRUM methodology, including branding partners, technology integrators as well as on and off-shore development teams.

●Within Walgreen’s mobile portfolio, collaborated with Walgreens business stakeholders to gather and document business requirements and communicated requirements to internal technology teams (using PlanView) and external development partners for the Walgreens Mobile Beauty Application.

●Documented key project risks and issues and executed mitigation plans for each to ensure overall project status remained in a “green” status.

●Organized, planned and coordinated timely execution of UAT with users located at different locations

●Created test plan requirements and execution for new mobile releases across the latest Android and Apple OS versions.

Ernest R Williams II – Professional Resume page 3

PROGRAM MANAGER (contractor through TekSystems)

United Airlines Oct 2008 – Apr 2012

I operated as Program Manager responsible for all projects (JAVA and dot-NET) in the PMO including business and IT strategic initiatives.

●Oversaw budgets for Loyalty Marketing E-commerce Technology Center (ETC) Projects. This included financial reporting (using PowerPoint) and forecasting (using Excel and PPM) for an annual budget of over $11M.

●Defined and developed project scope (using IDF methodology), as well as assessed impact to business functions.

●Made changes to critical credit card systems and security systems for new E-commerce systems, led change control processes and set overall project delivery expectations with business partners and coordinated efforts related to go-live – Implementation plan creation/review, Go/NO Go Meetings, tracked and resolved incident/issues/tickets after go-live using Jira.

●Created monthly forecast reports (using Excel) of all projects – showing how their forecast-to-finish compared to the year’s remaining budget.

EDUCATION & AFFILIATIONS

BACHELOR OF SCIENCE (B.S.) – COMPUTER EDUCATION

Wayne State University – Detroit, MI

Member Phi Eta Sigma – National Honors Society

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