Project Manager Call Center
Resume:
Steve Lewey
Project & Program Manager Leader
Spokane, WA 99218
*********@*****.***
My passion is to provide solutions in the most effective and efficient way possible. Understanding goals in order to optimize the solution is critical and core to my performance. My background is inclusive of critical task execution and senior leadership roles directing multimillion – global organizations. In these roles I’ve driven bottom-line results across diverse industries and by leading interdisciplinary teams. I’ve developed strategies, processes and tools that enable organizations to reach their goals.
I have a talent for motivating teams to think outside of the box, to deliver on time, provide high quality, and provide on budget results. I leverage a practical management style, a focus on people development, communication, and sound financial strategies to deliver optimal growth and performance.
My broad experience across a diverse client base allows me to see the forest and the trees. Aligning tactics with strategic goals, enabling team progress in ambiguous situations. I thrive on project ownership and full lifecycle.
Education
B.A. in Computer Science
Whitworth University
BA in Business Management
Whitworth University
Authorized to work in the US for any employer
Skills
RAID, PMP, Waterfall, SDLC, Agile, SCRUM, SAFe, MS Project, Office, Sharepoint, Servers, AD, SQL, Oracle, DB2, Unix, C, PERL, Visual Basic, Telecom, Telephony, Ethernet, LAN/WAN/MAN Network Design, TCP/IP, Switches, and Firewalls.
Competencies
Strategic Analysis/Planning, Negotiations, Change Agent, Continuous Quality Improvement, Finance, Process Improvement, Relationship Management, New Product Development, Contracting, SOW Creation, Analytics, Risk Management, C-Suite Engagement, Presentation Development and Delivery. Work Experience
Project/Program Manager Leader
Veterans Administration Hospital (VHA) - Spokane, WA December 2018 to 2022
● Project and program technical leadership and oversight for the VA's EHRM implementation.
● Coordination between vendors, clients, IT groups, and auditing to execute project plans and address issues as they arise.
● Developed process and plans for implementation and integration across the enterprise.
● Oversight of EHR Updates.
● Monitored performance of Technology Systems and implemented enhancements as needed.
● Constant communication with leadership to provide status updates and long term strategy planning aligned with business needs.
Project Manager
Avista Corp
December 2016 to March 2018
● Project Manager responsible for all aspects of Nine Mile Dam upgrade project, $13 million.
● Reduced initial project by $2million [20% of projections] through stakeholder collaboration and driving explicit clarity in expectations.
● Developed and executed contracts including but not limited to SOW’s.
● Delivered on time and under budget
Solutions Architect
ThinTech
January 2016 to December 2016
● Designed, built and implemented a new network solution for a Multinational Company.
● Coordinated multiple vendors globally to migrate 12 geographically diverse offices to a new system.
● Traveled extensively to implement, train, and ensure all staff expectations were met and conversion had no impact to daily work requirements. Site Implementation Manager
Veterans Administration / By Light Professional, Spokane August 2014 to December 2015
● Working closely with on site VA staff to plan and implement new solutions.
● Coordinated multiple vendors and stakeholders across the nation to ensure client expectations were exceeded
● Escalation point for VA staff and vendors to ensure and oversee plan executions. Sr. Program/Project Manager
Washington State Districts & Cities, Seattle
June 2002 to March 2014
Working independently and with other professionals, including internal clients, provided technical project direction for large organizations. Modern processes, technology, including network, multimedia, wireless, fiber WAN, sound enhancement, all aspects of infrastructure.
● Built and developed multiple organizations into world class delivery and technology, while reducing budget.
● Managed budgets and staff up to $16m and 50 staff/contractors. Strong relationship with Microsoft and many other technical companies to develop new applications for the public and internal users..
● Led teams that implemented and integrated multiple systems that provide 35k students and 75k parents web access to multiple applications in use throughout the districts. I.e. attendance, grades, curriculum.
● Authored, negotiated, and executed five multimillion dollar agreements between Districts, King County, City of Redmond, City of Sammamish, City of Kirkland, University of Washington, and other organizations.
● Provided leadership in the selection, implementation and acceptance of new standards and topologies including buy/build analysis which in conjunction with the organization's vision led to new hybrid solutions being selected.
● Negotiated/managed multiple vendor contracts incorporating organizational funding strategies that resulted in over $5 million dollars in savings. Principal
Financial Group
February 2000 to March 2002
IT Officer/Asst. Director
Site manager for Spokane Business Systems managing P&L in excess of $2 million Provided strategic and tactical leadership to a group of 30+ professionals providing services to business partners.
● Significantly improved staff productivity and quality to the degree where support for several critical systems were migrated to the Spokane Teams from the Home Office.
● Successfully grew and reduced the department to balance budgetary and business goals without any negative effect to the business or morale.
● Provided project management and leadership for a variety of projects that significantly affected business processes, systems, external customers and organizational issues. Technical Services AVP and Manager
Bank Of America
December 1993 to February 2000
● Responsible for providing all aspects of Technical Support and Operational Services to the 500+ associates located in Spokane and collaborating with the other five geographically dispersed centers.
● Created a culture of service and technical excellence amongst the associates through a variety of programs and effective management.
● Provided leadership to move key business units and functions across large geographic regions without negatively affecting normal operations. Successfully led project teams of 10 to 50 team members with diverse backgrounds located in multiple geographic locations with budgets in excess of $2 million.
● Effectively managed multiple teams responsible for providing business analysis, requirements, development, system integration, user support, project management, help Desk, data center, call center management and networking.
● Authored policies and procedures for all aspects of a systems organization that successfully passed two external audits, including development and implementation of Disaster Recovery Plans.
Programmer/Project Manager/Instructor
Boeing
August 1988 to December 1993
● Led several operations areas in the installation, training, networking, and successful implementation of thousands of PC's to improve quality and throughput.
● Acted as project liaison between five varied divisions in the planning, budgeting, and implementation of a state of the art imaging system.
● Working directly with partners, developed many applications on a variety of platforms increasing throughput, quality, and profitability.
● Provided adult training in a classroom environment on a variety of subjects, receiving excellent reviews from the students.
● Created and developed detailed work breakdown structures, critical path analysis, and interdependency diagrams.
References Provided at Request
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