Project Manager Call Center

John S. Kobielski

****.*********@*****.***, Lansing, MI

PROFESSIONAL PROFILE: Program, Portfolio, and Digital Business Technology Leader

A Leader and a Change Agent experienced in managing functional, matrix, and project organizations that “gets things done” via developing high-performance teams, aligning execution strategy to objectives. Managerial familiarity with Digital Transformation, Agile Culture, Big Data, Theory of Constraints, DevOps, IoT, Cloud, Managerial Accounting, Business Economics. Experienced in Financial and Budget Mgmt., Forecasting, Strategic Planning, and Research.

Successfully managed corporate initiatives, global system implementations with over 250 project team members, and a $50+MM budget. Specialized in business applications such as ERP, CRM, Contact Center, PLM using SAP, Oracle, Azure, AWS, Progress, Microsoft, Teamcenter, QAD, BOBJ, BODS. Experienced managing IT programs/projects using SDLC, W/F, Agile/SCRUM, CCPM, and developing PM methodology. Business process improvement and innovation.

KEYWORDS: Digital Business Technology

#SDLC, #Waterfall, #SAFe #CCPM, #PMO, #JONAH, #AWS, #Azure, #CICD, #IoT, #ITIL #DW/BI, #B2B, #B2C, #SAP ERP, #CRM, #PLM, #SAG, #e-Commerce, #Automotive, #IoT, #Digital Transformation, #Budget, #Finanace

EDUCATION: Ph.D., MBA in Strategic Management, Economics, MIS and Organizational Leadership

Ph.D. in Organizational Leadership, (2021) (Diss.: Project Org. Lead.), Andrews Univ, Berrien Springs, MI.

Post-Master: Management Information Systems, (2008) and Business Economics, Oakland Univ., Rochester, MI.

MBA, Strategic Management, (2000) Detroit College of Business, Dearborn, MI.

BS, Computer Science, and Industrial Engineering Management, University of Technology, Wroclaw, Poland.

TRAINING: IT Governance, PMBOK, SAP BO, SAP CRM, CMMI, ITIL, ToC, …

2021/22: Jira, Raly, Confluence, BMC Remedy, Planview

2020: Agile, SAFe, DevOps, and Cloud Computing with Microsoft Azure and AWS.

2016: Advanced Project Management PMI PMP training and Toyota Product Development.

2009/10/12/13: SAP PS, SAP BO Web Intelligence, EPPM Plainview, SAP CRM and CRM Configuration. HPQC.

2008: Critical Chain Project Management, and JONAH ToC Thinking Process, Project Management with Concerto.

2005: GM Global Manufacturing System (GMS) Process (GMU); CMM-I, ITIL and Presentation Skills.

2004: Project Management Professional – PMBOK, IT Management Certified Professional (GMU).

2001: IT Project Management (GMU); Metrics for Portfolio & Resource Management.

PROFESSIONAL EXPERIENCE: IT Governance, Project/Program, Strategy and Portfolio Management

Attunement 4 Optimum, LLC 04.2020 – current

Technology Management Consulting

Walgreens: PM for Sys Integration w/SAG, AI/ML, AWS, Azure, J2EE, Fin. Mgmt. 12.2021 - 05.2023

SDLC, Confluence, BMC Remedy, SharePoint, Jira, MS Project, Planview, SAFe, Ariba, AFD, API, SFTP.

Tapestry: Program Management for Marketplace and CommerceHub.

Andrews University: PhD program full time 02.2020 -10.2021

PHU Orkon, Poland (remote): Technology Advisor/PM for B2B with SAP Ariba, process improvement.

Driven4 (part time): PM for IoT projects utilizing Thing Worx, MQTT, AWS, middleware.

Infosys Ltd 04.2018 – 01.2020

Global IT Consulting Company

Program Manager (@ Grant Thornton, Chicago @ United Airlines, Chicago)

Managed Data Hub Oracle to Informatica to API’s, DW, SDLC, etc.

Managed globally distributed project teams stakeholders’ expectations, customer-facing, executive level.

State of Michigan, UIA, Lansing, MI 03.2017-03.2018

Michigan Unemployment Agency.

UIA Program Manager

Responsible for program management and process improvement

Contact Center Improvements incl. comprehensive assessment, strategy, KPI’s, SLA’s, IVR and Call routing optimization, Natural Language, CRM, WFM, and QM, multichannel. Support process optimization and prioritization method. Utilizing SoM DTMB SUITE PMM and SEM Methodologies with Change Point PPM Tool.

TOYOTA, Connected Vehicle Technologies, Dallas, TX 01.2016 - 02.2017

A World Leader in Car Manufacturing

Telematics and Multi-Media Program PMO Lead

PMO Lead for a Telematics and Multi-Media Program. Projects within global automotive and telematics organizations. Development of project delivery processes, SDLC, integrated program schedule, reporting capabilities. Portfolio management. Several workstreams including communication unit, vehicle application suites, navigation, VR, WiFi, Customer Services, middleware, PCI DSS, VOC & UX software defined vehicle.

·Co-managing the largest telematics, multimedia, and infotainment integration program at Toyota.

·Product development, PLM, and vehicle launch schedule integration incl. OCM.

·Managing team of 12+ project managers and analysts. Used SharePoint, MS Project, MS Office, Jira.

WHIRLPOOL Co., Benton Harbor, MI 11.2010-12.2015

World Leader in home appliances

Global Information Systems Manager, Program Management Alignment, Program/Project Manager.

Led implementation of SAP CRM for Sales, Marketing, and Service. Managing SDLC for many projects using BOBJ, BW/DS, ABAP, SAP CRM, ERMS, ECC, PI, Inquira, SAS, IBM TAM, etc. Governance via Maximo, Clear Quest, HP QC, Req Pro, SAP PS, ServiceNow, Clarity, Google Sheets. Program Portfolio Management.

Management of SAP CRM application. Service Now with portfolio mgmt. (SPM). BW Reporting, special campaigns, functional enhancements, etc., including merger integrations.

·SAP CRM Implementation for Sales, Marketing, & Service, B2C, B2B, BI/OLTP optimization with SAP HANA.

·Call Center consolidation: Avaya CCE, CMS, Aspect, Nice, PBX integration.

·Owner Center (B2C) Wihrlpool.com & Maytag.com. PCI DSS. VOC, UX. Also, SME for Connected Appliances.

·Parts Market Place (B2B). Service Analytics (DW/BI) claims and shipments. WebSphere, J2EE, BOBJ, DS.

FIRST SOLAR INC., Perrysburg, OH 07.2008 – 10.2010

World leader in thin film solar panel electric energy technology.

DW/BI, EAI and MIS Global Project Manager (07.2008 – 02.2009 consulting via Ciber)

·Global SAP Implementation (MM, PP, LO, PLM, SRM, PS), legacy interface, middleware, and SAP Integration, leading UAT. Managing MS DAX AX 4.0 for BoM, PP, AP/R, Project Acct., Service Mgmt. etc.

·Implementing global EDI and ACH processes, PCI DSS compliance, SAP Data Conversion & BI solutions.

·Managing IT s/w and h/w projects SDLC and Agile/SCRUM. Merger integration projects.

·Working with PeopleSoft, MS Dynamics AX, Web Services, .NET, C#, MS BizTalk, SSIS, SSRS, SQL, Concerto, SharePoint, Plainview, SAP NetWeaver, SAP Project System, SAP BOBJ, SAP SolMan, HPQC.

IT MANAGEMENT CONSULTANT 02.2005 – 02.2009

Executive DW/BI Program Manager for GMAC Motor Insurance Company (Ciber) 01.2007 – 05.2008

Managing enhancements and development of Actuarial Data Warehouse program and portfolio of projects in a multi-vendor environment with financial management. Used CA Clarity, Test Director, Remedy, and other PM tools.

·Managing multiple vendors to deliver DW development projects and infrastructure projects (i.e. Secure FTP, GM-GMAC Network Separation); Actuarial Data Modeling, Design and Management and Solution Engineering; Data Profiling/Cleansing, ETL, (Oracle, DataStage, Impromptu, Cognos).

IT Global PMO Program Manager for Visteon (Ciber), Van Buren, MI 06.2006 – 12.2006

Deployment of global BOM & Change for PLM in NA, Asia, and Europe using UGS Teamcenter application.

·Program management, customer, and supplier management. PMO process leadership.

·Project scheduling using Primavera TeamPlay; budget, financial management, and forecasting.

IT Program Manager for Roush Industries (TEK Systems), Livonia, MI 02.2005 – 02.2006

QA for Applications Development process design, Enterprise E-Order System integration with PLM, a front-end for PeopleSoft Requirements Analysis. DR Planning, project management using agile and waterfall.

·Design QA Process for Application Development. Conducted Enterprise-wide business requirements analysis for electronic work order system, inbound logistics process with barcoding, RFID, etc.

GENERAL MOTORS, ONSTAR, Troy, Detroit, MI 04.2001 – 01.2005

Lead telematics company utilizing wireless and GPS technologies, a wholly own subsidiary of General Motors.

IT Strategic Resource Planning, IT Program & Portfolio Manager

Responsible for business and financial planning process, forecasting, financial, budget, and $45M portfolio management for Systems & Technology in compliance with GAAP and SOX. Merger & acquisitions support. VOC workshops. Corporate Strategy & Knowledge Development (CSKD) and Global Planners Network (GPN)

·Visualized and led alignment process for systems and technology (using AHP, SAP PS, Data & CC Strategy)

·Applied new quality delivery and development processes such as SDP-21, RUP, and CMM-I. Niku.

GENERAL MOTORS, Detroit, MI 08.2000-04.2001

Lead, global automotive manufacturer.

OTD PMO Program Management Consultant

Responsible for program management methodology, strategic planning, and executive metrics development.

Program portfolio alignment (5% cost saving). OTD-21 implementation. PLM improvements for OTD Program.

Supported BI reporting and executive dashboard development. Dealer distribution and warehousing system.

PRIOR EXPERIENCE: Manufacturing (2yrs) (PGM/PM, QAD, PLM, EMS, B2B, ETL), Healthcare (claims, authorizations, credentials, billing, NCQA, HIPPA), Mortgage Banking, IT Security, Retail, CAD/CAM, Mfg. Production Planning…

AWARDS/RECOGNITIONS:

CEO recognition letter for leadership achievements (2014), Top performance evaluation (2012 and 2013),

CIO Award (2012), Feedback: “Smoothest large system implementation in Whirlpool’s history,” “…gets things done.”

John S. Kobielski

Resume Addendum 1

ELABORATION ON KEY STRENGTHS

Leadership and Team development

·Coaching, skills alignment, professional development, effective leadership including transformational, situational (Blanchard), and servant (Greenleaf) leadership styles with management by objectives.

·Managing teams from 3+ to over 100 team members.

Research Methodologies

Quantitative and qualitative research, data science, forecasting, statistical analysis, financial analysis.

Program & Project Management; PMO, Processes Management and Planning

·Methods: PMBOK, SEI CMM-I, SDP-21, OTD-21 (GM), PERT, CPM, RUP, Agile, CCPM, Waterfall, JAD.

TOC, scope containment, resource planning, issue management, risk management.

Tools: MS Project, SAP Solution Manager, PPM Primavera TeamPlay, Caliber, Test Director, CA Clarity, SharePoint, Mercury Quality Center Experience, Concerto, PPM Planview, HPQC, SolMan, ServiceNow, Jira, Raly, Asana, Confluence. MSa, SOW, RFP, RFQ, etc.

·Applications: Actuarial Oracle Data Warehouse, DataStage, InfoPump, Cognos, Essbase,.

Supplier/Vendor Management

·Methods: Process Performance Matrix, statistical analysis, SLA, contract and performance management, strategic alliances relationship management, Ariba.

Business Management and Industrial Engineering

·Processes: Cost & Budget Management, Financial Planning, Analysis & Forecasting, Inventory Management (barcoding, RFID), Manufacturing, Supply Chain Management, Production Planning, PLM, TQM, SPC.

·Methods: Six Sigma, SPC, US GAAP, Sarbanes-Oxley, TeamCenter, CAD, CAE, CAM, System Dynamics.

Business Intelligence & Data Warehouse

·Methods: ETL, Data Modeling, Data Cleansing, Data Profiling, DW Strategy, Cost analysis, BOBJ.

·Applications: Oracle, DataStage, Impromptu, Cognos. BizTalk.

Decision Analysis

·Methods: business dynamics modeling, Monte Carlo simulation, risk analysis, optimization methods, and prioritization methods, Analytical Hierarchy Process (AHP).

Strategic Management

·Knowledge areas: Strategic Business Planning, Financial Management & Business Economics, Decision Analysis, Business Management & Planning, Cost Reduction, Portfolio Management, Investment Analysis.

·Methods: Balanced Scorecard, Analytical Hierarchy Process (AHP), NPV, WACC, etc.

·Advanced experience managing scope, schedule, and project budget exceeding $20MM (2005).

Business Process Engineering and Modeling

Methods: Value Chain Analysis, Matrix of Change, Process Worth Analysis, Case tools, E/R, Change Management, PERT, Simplex, GoFast, and GMS. VoC workshops, UX design.

Information Technology

·Business application development technologies: SAP ECC, SAP CRM, SAP ERMS, SAP BODS, SP PLM, PROGRESS, COBOL, C++, C#, ERP, Studio MX, OOA&D, Oracle, SQL, Java/JSP/J2EE, CRM, FrontPage, UML, FoxPro, MS Access, VB, E-commerce, B2B, CMM-I, MUMPS, MS SQL, Coll:Gen, Essbase, Cognos, DataStage, Infopump, SOA, Web svcs, EAI.

·AWS, Azure, CI/CD, IoT.

·IT infrastructure and systems: Data Warehousing, LAN, EDI, Digital VMS, AIX, HP-UX, TCP/IP, SFTP, Sybase, WAN, DB Mgmt, Unix, SCO, NT Netware, Wireless, HTML, Apple, BizTalk, BMC: Remedy, OLAP, SOX, DR/BC Planning, Move IT, IBM Tivoli Access Manager (TAM), Tumbleweed.

·Middleware: BizTalk, SAG, SFTP, B2B, EDI…

Business Analysis & Design for IT

·Methods: Object-Oriented Analysis, UML and Data Modeling, RUP, JAD, RAD, Coll Gen. VoC.

·Applications: QAD, SAP, Siebel, Hyperion, KRONOS Workforce Central, PeopleSoft, BizTalk, Niku.

John S. Kobielski

Resume Addendum 2

SELECTED PROJECTS

PCI BOT Program @ Walgreens (2023)

·Role: Sr. Project Manager

·Leading a Global Integration Team to build Payment Processes using PCI BOT and API's on Cloud

·Using Azure, SAG, and Agile Delivery Method.

Cashier Error Avoidance Project @ Walgreens (2022)

·Role: Sr. Project Manager

·Coordination with a vendor to build proper testing site and pilot to monitor POC (Retail) actors allying AI / ML algorithms and analysis.

·Leading a Global Integration Team to build API's on Perm and Cloud

·Using Azure, SAG, and Agile Delivery Method.

Data Hub Oracle to Cloud Informatica @ Grant Thornton (2019)

·Role: Program Manager Budget: $2,3MTeam of: 4 onsite and 18-22 offshore

·Objectives: Implement Data Hub for subscribers via Cloud Informatica, API’s, web services, and DW

·Tools Used: Oracle, Cloud Informatica, AWS

·Environment: Oracle, AWS, Informatica configuration and development.

·Results: Delivered on time and within budget.

SAP CRM Implementation for Sales, Marketing and Service @ Whirlpool (2013)

·Role: Program/Project Manager Budget: $2,3MTeam of 85-250 (over 450 with business project team)

·Objectives: Implement SAP CRM for Sales, Marketing and Service in NAR

·Tools Used: PPMLink, MS Project, Aris, HP QC, Requisite Pro.

·Environment: SAP CRM, ECC, BOBJ, BW, BODS; WebUI, InQuira, SAP ERMS, SAP PI, TAM.

Results: Delivered on time and within budget

Parts Market Place @ Whirlpool (2012)

·Role: Program/Project Manager Budget: $2,3M Team of: 15+

·Objectives: Implement Parts Market Place an Inventory Management for Service Providers

·Tools Used: WebSphere, SAP PSP, Sibel, Sterling B2B hub.

·Environment: WebSphere, SAP, TAM.

Results: Delivered on time and within budget.

Service Analytics @ Whirlpool (2012)

·Role: Program/Project Manager Budget: $2,3M Team of: 9

·Objectives: move claims and shipment processing from mainframe to BW.

·Tools Used: SQL, BODS (Data Services), BOBJ, ABAP.

·Environment: Mainframe, SAP BW, BODS.

Results: Delivered on time and within budget.

Owner Center for Whirlpool.com and Maytag.com @ Whirlpool (2011)

·Role: Program Manager Budget: $2,3M Team of: 35+

·Objectives: Implement Owner Center for Whirlpool.com and Maytag.com.

·Tools Used: WebSphere, SAP, Sibel, Inquira, ABAP.

·Environment: WebSphere, SAP, Siebel, TAM.

Results: Delivered on time and within budget.

EDI Implementation @ First Solar (2010)

·Role: Project Manager Budget: $2,3M Team of: 5

·Objectives: Implement EDI 850, 856, 860, and 214 for BoM Suppliers.

·Tools Used: BizTalk, MS DAX, C#, Web Services

·Environment: MS SQL, MS BizTalk

Results: Delivered on time and within budget.

Actuarial Data Warehouse Enhancements @ GMAC Insurance (2008)

·Role: Program Manager Budget: $2,2M Team of: 18-36

·Objectives: Implement Data Warehouse functional and data enhancements.

·Tools Used: Clarity, Test Director, Caliber.

·Env.: Oracle, DataStage, Cognos, Essbase.

Results: Continuous enhancements within the annual budget.

Quality Assurance Process for Application Development @ Roush Industries (2006)

·Role: Program Manager Budget: $55,000 Team of: 7

·Objectives: Design QA process for managing application development projects

·Tools Used: MS Project 2003, PMBOK, CMMi, RUP, ISO, and Visio.

·Results: Delivered on time and within budget.

Call Center Application Replacement (Siebel) @ OnStar (2005)

·Role: Project Planning and Reviewer Budget: $60,000,000 Team of: 3

·Objectives: Implement Siebel CRM application replacement for legacy Chordian.

·Tools Used: Oracle, SDP-21, UML, MS Project 2000, and Visio.

Results: Project canceled after plan and definition.

Vehicle Data Upload @ OnStar (2003)

·Role: Project Planning and Reviewer Budget: $1,090,000 Team of: 5

·Objectives: New Vehicle Services Design: Odometer Tracking, Automated DTC Retrieval, OPC 30-day Check, Diagnostic DB Enhancement.

·Tools Used: Java, J2EE, SOAP, JDBC, SDP-21, UML, RUP, MS Project 2000, Visio.

Results: Delivered on time and within budget.

Virtual Advisor @ OnStar (2003)

·Role: Project Planning and Reviewer Budget: $1,090,000 Team of: 5

·Objectives: Virtual Advisor AI Application

·Tools Used: Java, J2EE, SOAP, JDBC, SDP-21, UML, RUP, MS Project 2000, Visio.

Results: Delivered on time and within budget.

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