Project Manager

DAWN CARLA EVANS

***** ******** **** • AUSTIN, TX 78727

PHONE 512-***-**** • E-MAIL fazf2k@r.postjobfree.com

OBJECTIVE

Seeking a challenging position that will enhance and utilize my acquired skills, abilities, and experience with a company offering advancement opportunities.

SUMMARY OF QUALIFICATIONS

> Excellent communication, presentation, analytical and problem solving skills.

> Successfully established and maintained professional relationships with internal/external customers, company partners, and vendors.

> Exercise independent thought and judgment on individual projects and/or as part of a team.

> Ten years of customer-facing experience in the high tech and state government fields utilizing strong business management, and independent project management skills.

> Self-motivated, quick learner, results oriented with experience in business operations, working across cross-functional teams, and strong organizational/priority setting of deliverables.

PROFESSIONAL EXPERIENCE

9/2007 – 6/2009 Austin Ribbon & Computer (ARC) Austin, TX

Project Manager

Manage the overall implementation of desktop, laptop, virtual desktop integration (VDI), and vehicle mount solutions end to end for multiple State of Texas agencies. Respond to Request for Proposals (RFP’s) and Request for Quotes (RFQ’s) by developing proposal and quote packages based upon requirements within RFP and/or RFQ. Identify and document project risk and project scope by creating a Statement of Work (SOW) and Service Quote for each project. Estimate and create a project budget and track throughout project duration. Manage partnered relationships to ensure project deliverables are identified and included in the SOW. Proactively facilitate project risk evaluation, risk mitigation, planning and documentation throughout the project lifecycle. Identify proper communication recipients (internally and externally) and develop appropriate communication plan (e.g. verbal or written report, type/format of document/report). Effectively communicate defined project plan to all key project stakeholders. Recruit, screen, and hire contract staff based on project requirements and skill set. Facilitated process creation, documentation, and mapping with Sales, Operations, and Accounting to include Professional/Managed Services business segment.

3/2007 – 9/2007 The Millennium Group/Charles Schwab Austin, TX

Business/Vendor Relationship Manager

Assisted end-user with the procurement of market data. Identified appropriate market data vendors based upon the market data need within the business units budget. Negotiated contracts for purchases, manage renewals, and review contracts as required to facilitate effective trading, operations and customer/supplier relations. Documented contract negotiation process, timeline, and deliverables in Ariba Contract and Spend Management (ACSM) system. Responsible for the coordination and implementation of additional market data feed request. Managed the software implementations of entitlement tracking software and a real time market data feed handler software to reduce cost and latency issues. Scoped projects by gathering requirements and provided necessary information to vendor. Communicate project status to all stakeholders.

9/2004 – 2/2007 Dell Inc./Teksystems Austin, TX

Project Manager/Quality Assurance

Responsible for the program management of global communication and execution of corrective field action (CFA) projects. Communicated to segment and services leadership on project status. Act as liaison between product group, sales, and services. Coordinated the execution of services CFA activities including tech support, logistics and field operations. Identified plans for critical customers and execute globally. Responsible for developing project plans and schedules, including requirements, tasks, work assignments, resources, milestones, review points, and reporting of project status. Responsible for meeting project schedules and coordinating resources for implementation. Responsible for coordinating projects through various communications, data collection and analysis. Communicate with client organizations to negotiate and communicate all phases of project work. Coordinated, organized, and facilitated training for new hire contractors. Managed day to day operations of (6) Project Managers assigned to my mentorship. Assign and monitor projects of immediate group by complexity and project balance. Process service requests by developing scripts and coordinating with Dell Service Providers for pricing and service requirements to stay within proposed budget. Collect, maintain and analyze statistical data of group metrics. First level- escalation support for all field service and customer escalations. Acted as member of Americas Core Team (ACT) to develop and streamline current “best practices”, processes and procedures of three different business segments to become more efficient.

7/2003 - 9/2004 Texas Dept of Health and Human Services Austin, TX

Systems Analyst II

Gather information in producing deliverables and assist in producing high-level deliverables (i.e., reports, statistics, etc.) for Customer Service Support (CSS) unit within Information Technology Operations (ITO), including customer service requests through resolution, impact analysis, work volume statistics, network infrastructure monitoring and performance trends, procedures for customer service support unit and desktop support, strategic plan input, and technical support media management. Identify, recommend, and assist in preparation of the development and implementation of process improvements to the ITO-CSS workflow, procedures and solution base in response to system level changes or application changes. Liaison for all communications, statistics and resolutions between IT and the customer. Develop and maintain relationships with clients via weekly communications. Perform as initial collection point for information needed in developing recommendations on methods to reduce post-implementation problems that would optimize the quality and/or timeliness of customer service deliverables. Coordinated the implementation of 700 desktop and laptop units throughout the state of Texas as part of the Seat Management deployment with contracted vendor. Managed the day to day activities and schedules of (fifteen) 15 internal/external support staff to meet the deployment deadline of each State Agency. Monitor ITO-CSS and contracted vendor to ensure SLA compliances were met. First point of contact for equipment inventory/location, software inventory updates/purchases, and software licensing. Responsible for managing the deployment of equipment and asset management. Began as a contractor through Comsys in July 2003 and converted to a regular employee in December 2003.

2/2000 - 5/2003 NetSolve, Inc Austin, TX

Project Implementation Manager

Managed the overall network implementation of Frame Relay and Managed Router Services end to end for multiple small and large customers. Negotiate the implementation schedule of the network based on the end user’s priorities, the status of the circuit provisioning, and the availability of the Implementation Engineering staff, the configuration and shipment of network equipment, and the availability of our vendors’ field technicians. Monitor data circuit jeopardies and escalation within the provisioning organization for circuit completion. Order equipment with configurations and ensure equipment arrives at customer location in time for installation. Populate database with customer sites, local contacts, and primary contact information and outage notification procedures. Enter and maintain up-to-date project status in site install notes for customer to view over the web.

1/1998 - 9/1999 Texas Department of Health/Evins Temp Austin, TX

Helpdesk Manager

Installation and upgrade of network software, including Microsoft Office Products, and Windows platform, including all service packs and upgrades. Work with telecommunications equipment, provide assistance for remote users. Communicate with outside vendors, users and management to meet the needs of end users. Answer, track, and log calls into the McAfee Helpdesk database, acting as first line troubleshooter and referring emergency calls on to appropriate LAN team member. Responsible for the installation of workstations and connecting new workstations and users to the network, and maintaining IP addresses according to the segment of the network in question. Perform daily maintenance of user and network file backups to and from the network in order to retrieve files at a later date. Supervised and trained four (4) other team members on various network support skills. Coordinate daily phone schedule of Helpdesk Technicians. Developed procedures used in network support and workstation installation setup.

EDUCATION

May 2002 Huston Tillotson College Austin, TX

Bachelors of Arts

 Political Science

 Public Management

CERTIFICATION

July 2008 Value-Train Austin, TX

 Six Sigma Green Belt

AFFILIATIONS

June 2009 Project Management Institute (PMI)

 Austin Chapter - Member

 Project Management Professional (PMP) Candidate

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