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Customer Service Manager

Montgomery, TX
May 22, 2020

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Sr. Director

Information Technology – Global PMO – Digital Transformation

*** * ********** ** ******, TX 77304



A compassionate “Digital Disruptor” with more than 15 years of cross-functional and diverse industry transformation experience. He wants you to feel the excitement and passion for emerging technologies. Discover Lean® Agile® ERP and EAM, optimized business performance and truly exceptional results.



Villanova, University

Villanova, PA

Masters Certificate

Applied Statistics - Six Sigma (2007)

National Defense University Defense Acquisition University Arlington, VA

Bachelor Equivalent - Project Management Program Control

Cost Estimating & Financials

Ohio State University

Columbus, OH

Bachelor Science

Business Administration

Accounting – Mathematics – MIS


Results Oriented

Problem Solving

Risk Management

Communication & Strategy

Business Transformation

P&L Leadership

Change Management

International Program Delivery

Program Planning & Control


Business Process Optimization

Emerging Technologies

SAP / Oracle / Infor / BI / IIOT


Eliminated Organizational Change Management defects; optimized ERP design process and overcame $40MM deficit funding; by repairing broken lines of communication

Neutralized weak stakeholder commitment; Resolved 63 Board of Director objections to gain approval for $120MM transformation program

Changed relationships between City officials and outsourced IT solutions provider from toxic to collaborative

Convinced two rival SVPs to modify their business processes, avoid a $20MM expense and gain a 95% performance improvement


More than 20 SAP, Oracle, Syteline, CloudSuite Maximo, and Infor EAM business transformations

More than 5 startup PMOs

Found and eliminated a $400MM fraud “loophole”

>$1B in program deliveries

5 O&G ERP / EAM / PMOs

Sep 2010 to Current

Partner • Managing Director of Professional Services • Fusion PMP

Confer with board members, organizational officials, or staff members to discuss issues, coordinate activities, resolve problems, and manage IT, PMO and Service Delivery teams

Direct and coordinate activities of business or departments concerned with the creation, production, procurement, delivery, pricing, sales or distribution of products and services

Plan and direct activities such as sales promotions and contract negotiations with suppliers, distributors, clients, federal, state and other organizational entities while coordinating with the department heads and leaders

Monitor businesses and agencies to ensure they efficiently and effectively provide the needed / promised resources while staying within budgetary limits.

Establish and implement effective policies, goals, staffing levels and procedures while conferring with board members, organization officials and staff members as necessary

Advocate and safeguard organizational health and wellbeing

Jun 2019 to Current

Practice Leader • Sr. EPMO Consultant • CMG Consulting LLC

Managing client and consulting staff, preparing work schedules and assigning specific duties as required

Analyze operations to evaluate performance of a company and staff, in meeting their objectives or to determine areas of potential cost reductions, efficiency gains, program improvement or policy change

Prepare and / or present reports concerning activities, expenses, government statutes, rulings or other items affecting a business, program or support services.

Develop and or coordinate the development of methodologies, along with the appropriate control systems, metrics, and record keeping systems

Oversee activities and appoint staff to be responsible for providing expertise, support, guidance, deliverables and compliance for goods and services as required

Jan 2008 to Aug 2010

IT Manager • ERP Program Director & Acting CIO • STPNOC

Negotiate with 3 owner groups, board members, corporate officials, department heads and line management to assess current and future needs and priorities. Communicate directly with end customers, conducting surveys, delegation to subject matter experts and other methods as required

Develop and update project staffing and resource plans to ensure budget and schedule compliance for all 63 legacy systems and new $120MM ERP solution.

Manage and report to executive oversight board to ensure corporate compliance, timely support, issue resolution, scope, schedule, cost and quality metrics were being met

Establish, staff and train new Enterprise PMO organization personnel on methodology, standards, metrics and procedures

Assign duties, responsibilities, and spans of authority to vendor and internal project personnel

Perform risk assessment, ensure mitigating strategies were developed / deployed and report on same to the executive oversight board. Manage team of 12 board member executives

May 2005 to Jan 2008

Lead Technical Business Advisor • Program Manager – internal consulting • Fedex CIS

Collaborate with senior leaders and decision makers to identify and resolve a variety of technical, process issues, and to clarify management objectives for global customer service solutions

Develop and apply time and cost networks to plan, control and review global customer service and strategic IT projects

Develop business methods and procedures, including accounting and customer service solutions, file systems, office automation, logistics, and production schedules

Study an analyze information about alternative courses of action to optimize business benefits and prove the best outcomes. Eliminated $1MM / month in wasted containers

Prepare management reports defining and evaluating problems and recommending solutions



Lean / Agile / PDCA / TPS

Six Sigma Master Black Belt



PMP 190686 – June 2004

oPrince2 / Everest / Togaf

oAgile (43+ versions)

o49 processes – 10 areas

o150 work products

o50+ methodologies

Accomplished P&L leadership for highly sensitive software and hardware customers around the world – ($150MM per year)

Data and analytics driven CIO and EPMO Director for the top two nuclear power plants in the world

Former Deputy CIO and PM for the 17th largest City in the USA

Visionary IT and EPMO leader for $100MM integrated ERP, EAM, solutions, architecture and process improvement methodologies

First time evolutions for Aerospace & Defense (AN/ASC-15B)

Award for city IT (.Net) and Nuclear Power (SAP and ARIS BPM)

More than 15 years leading high-profile teams, fortune 100, industry and government leaders in PMO, service delivery and optimization of international business processes and IT solutions

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