Business Process Improvement

Derrick E. Townsend

**** ******* **. ************, ** 78660 ********@*****.*** 737-***-**** (Cell) QUALIFICATION SUMMARY: Business Process Consultant with over twenty years’ experience in process improvement background. A Program Manager/Project Manager with over thirty years of experience working for a multi- million-dollar manufacturer of computer systems, process control instrumentation and utility background. Dedicated responsibilities for developing, implementing, and managing complex programs(s) and managing resources that integrates multiple elements or projects to achieve a defined objective for Austin Energy. Education

Huston-Tillotson University Austin, Texas Business Administration Degree 05/2020 (Summa Cum Laude)

Huston-Tillotson University Austin, Texas Associates Degree Business Administration 05/2018

Project Management Certification Program Training 03/2005

UT Continuing Education Business Process Improvement Certificate Program 12/2004

Austin Community College Austin, Texas Business Management 08/1999

Southwest School of Electronics Austin, Texas Electronic Technology 09/1984 Skills

Business Process Improvement

Quality/Business Process Consultant

Lean Six Sigma Green Belt

Facilitator

Project Management

Trainer

Lead Auditor Program Management

Mentor of the Year 2001 (36 years Mentoring)

Relationship Management

Project Management Methodology

MS Project Administrator

Communicator

Professional Experience

Austin Energy 08/2001 to Present

Austin, TX

BUS I NESS PROCESS CONSUL TANT

Manage multiple, cross-functional, large projects, initiatives & teams (95% of projects completed on-time and on budget)

Develop and improve models and methodologies for the department

Facilitate the development of stakeholder analysis and communication plans for process improvement projects

Identify talent to fulfill support roles, establishes relationships quickly and gather needed resources to ensure successful processes (100% of Subject Matter Experts selected on all projects)

Make recommendations to project teams and recommend organizational change utilizing appropriate talent

Identify, collects, and research to complete data analysis (100% of projects are researched and analyzed)

Advise Business units in defining and identifying key measures and performance targets

Plan needs and forecasts resources for specific tasks and makes specific assignments to Business Process Consultants and/or staff

Accountable for achievement of goals of the division (100% of projects have measures & KPI’s)

Review, coach and evaluate the work of Business Process Consultants and Technical staff

Lead auditor of business units requiring ISO audits

Develop solutions to critical business issues and presents alternatives to Business Units

Communicate project status to sponsors, stakeholders, and project teams

Responsible for creating/revising models and methodologies which support consulting services

Responsible for the full range of supervisory activities including selection, training, evaluation, counseling, and recommendation

Lead multiple process improvement teams (95% of projects completed on-time and on budget)

Develop project work plans, project management and periodic assessment (100% have project plans/ schedules)

Facilitate the development of stakeholder analysis and communication plans for process improvement teams

Identify, collect, and research to complete data analysis (100% of projects are researched and analyzed)

Advise process leaders and team leaders in defining/identifying key measurers and setting performance targets

Review and critique the work of functional team staff

Communicate project and program information to all levels of the organization (100% communication to all levels)

Provide leadership, work assignments, evaluation, training, and guidance to others Dell Computer Corporation Austin, TX. 07/2000 to 05/2001 PROGRAM MANAGER

Managed the development of processes within Dell Customer Factory Integration (CFI), including defining product positioning, scope and objectives related to business plans (reduction of cycle time, improving productivity and quality) Provided MS Project schedules to track the status of all objectives creating business plans, cases and functional specifications.

Contributed to vision, planning and execution of re-designing CFI Process Automation of Global Planning Tool

Received Dell Star award for assisting in the development of automating a manual process to request part numbers via the configuration management department in Q4’00

Facilitated meetings among business owners to present Functional Specification requirements during planning phase of projects resolving customer issues 100%.

Documented all project requirements: created business case/requirements and/or functional specification documents to business case specifications. Capturing metric data identifying and defining relationship to product quality.

Developed functional specification documents for interface with design team and compatibility with internal and external software components.

Initiated and assisted with maintenance of Master Project Plan for all assigned projects by communicating planning, development status and risks to Product Manager. Determined project commits dates on every project. Presented Functional Spec documents for approved projects to the Weekly Phase Review Board. Interacting daily with CFI I/T to discuss all project development related information.

Presented training and demonstrations to customers (Project Mgrs., Engineers, and Team Managers etc.) on new products.

SALES SUPPORT ADVISOR/PROJECT MANAGER 1/98 to 7/00

Supported daily operational activities and provided general assistance to Sales regarding DellPlus process, internal DellPlus contacts, and represented the organization as primary focal point for DellPlus segment support.

Established appropriate methods through project planning, analysis, and implementation to achieve effective solutions and meet objectives and priorities.

Assisted account executives, sales reps, external customer, engineers, brand marketing, bids and contracts, Dell sell, procurement, CFI project managers and engineers as well as and Business System Division and Enterprise management teams with integration services available via CFI.

Managed Dell Customer Factory Integration projects for Enterprise segment from inception through first article build in factory. Led all segments in CFI attach rates for three consecutive quarters.

Implemented BSD DellPlus Task Groups, which increased BSD, attach rates from 0% to 30% in 2 quarters of selling DellPlus products.

Provided training to all sales teams on DellPlus capabilities and processes (order ready and asset tags).

Instrumental in driving BSD from 0% to a 30% overall attach rate after only 2 quarters of selling DellPlus. Project Management Training Programs

03/2005 & 05/2021

05/2006

07/2009 to Present

01/2017 & 1/20/21

09/2018

12/2019

The Project Management Certification Program (PMP Training) MS Project 2003 Blue Belt Certification Training

Lead Auditor ISO 9001/2015

Lean Six Sigma Yellow Belt Certification

Business Relationship Management Certification

Root Cause Analysis

Community Activities

AISD Mentor of the Year 2001 05/2001

Pflugerville High School Booster Club 1999 to 2004

Adopt -A-School Program/Mentor students at Webb Middle School/Reagan HS 1989 to 2005

Men In Education (One of the Founders) Mentoring, enduring & nurturing K-12 2005 to 2007

Austin Partner In Education (Mentoring) 2008 to Present

St Michael’s Booster Club Co-President 2013 to 2014

LifeAustin Church Security Team 2013 to Present

2021 Heroes for Children Award (Mentoring) 2021

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