Seasoned Project Manager

Jennifer M. Cox

***** *** ****** ** ************, TX 78660 512-***-**** ********@*******.***

EXPERIENCE

Dell Incorporated Austin, TX

Global Process Operations Services Design 2008 - 2009

Responsibilities: Define, Plan, & Deliver new Global Services Offers by working in conjunction with Services Marketing and New Services Integration

 Defined & Created Policy and Procedures for Global Commercial Technical Support Sites

 Coordinated Global Commercial Technical Support Training

 Provided Technical Support Point of View for all new Service Offerings

 Coordinated & evangelized offer to extended teams: Global Field Delivery, logistics, training, escalations teams, global technical support sites, Policy & Procedures teams, legal, & finance

 Responsible for the creation of all documentation relevant to Global Support Services: Case Business Analysis, Statements of Work, Business Readiness Plans, & Functional Plans

 Integrated closely with Implementation Team to ensure smooth transition and roll-out of program initiatives

 Captured & Mitigated global support services risks & concerns

Global Process Operations Americas Implementation Project Management 2007 - 2008

Responsibilities: Implement global strategy and manage change at 59 global sites by creating an implementation plan, launch checklist, & process audits for sustainability

 Deliver pilots & communicate project status

 Liaison & dotted line report to Tech Support Director for Global Process Operations and roadmap/program status & process improvement

 Standardizing & adhering to approved documents and process designs – accountable to success metrics

 Integrate closely with Design Teams and/or lead PM on approved projects

 Closed loop feedback from sites to global team

 Work onsite, close to agents, managers & customers

Americas Commercial Tech Support Project Management 2006 - 2007

Responsibilities: Manage, drive, & interpret Client Americas Core Technical Support Business strategy into policy, process, procedures, or applications

 Created and drove the cross-functional applications development schedules

 Identified program risks & developed risk mitigation plans

 Managed & Drove Team Metrics & Improvements (customer experience, repeat dispatches, resolve)

 Identified process, policy, & tools gaps & recommended modifications

 Managed expectations & deliverables to cross-functional teams & Tech Support Sites

 Established & shared best practices amongst the Commercial Core Tech Support Sites

Product Group Project Management (overview) 2000 - 2006

Responsibilities: Global management, administration, and tracking products through engineering development

 Created and drove the cross-functional development schedule

 Identified program risks & developed risk mitigation plans

 Drove engineering defect analysis and corrective action implementation

 Managed External Suppliers

 Created and maintained project Bill Of Materials

 Led Engineering Extended Team & Vendor/Supplier Interlocks

Project Management – Desktop Mechanical Development 2004 - 2006

Focus – Mini Tower, Small Form Factor, & Ultra Small Form Factor chassis

• Planned & executed build plans per chassis per supplier for each testing phase including prototypes, qual, & pilots

• Managed vendor/supplier tool & prototype builds as well as parts production

• Managed & drove the launch of GX620, GX520, Dim 5150C, & XPS200 Small Form Factor Chassis from concept to launch which is a top seller for Dimension & OptiPlex

Project Management – High-End Graphics Card Development 2003 - 2004

Focus – Precision line of graphics cards

• Developed RFIs & RFQs for Vendor selection

• Launched new PCI-E graphics solutions Worldwide

Project Management – Video & Imaging Software Development 2003

Focus – Software Development for Dimension & Inspiron

• Created new SKUing structure for Upsell and stand-alone Software which resulted in a cost savings since it prevented duplicate royalty charges

• Worked closely with Procurement to launch new media

• Coordinated with Master Scheduler for MPP & Regional Buyers to ensure smooth transition to new software structure

Project Management – Desktop Sustaining Engineering 2000 - 2003

Focus – Sustaining currently shipping Platforms & Block Release Process, specifically OptiPlex & Dimension

• Ensured all Engineering Change Orders (ECOs) were submitted to support Pilot and production, conduct necessary ECO reviews, and track all ECOs to ensure cut-in on schedule

• Developed and drove changes for Data Management Tool, creating efficiency improvements for the Block Release process

• Conducted training for Data Management Tool

CERTIFICATIONS

Project Management Professional 2004

The Project Management Institute (PMI®) is a globally recognized, rigorous, education, and/or professional experience and examination-based professional credentialing program that maintains ISO 9001 certification in Quality Management Systems. Earning a professional credential through PMI means that one has:

• Demonstrated the appropriate education and/or professional experience

• Passed a rigorous examination

• Agreed to abide by a professional code of conduct

• Committed to maintaining their active credential through meeting continuing certification requirements

BPI Yellow Belt (Six Sigma) 2004

Business Process Improvement (BPI) award received for leading implementation of the enhanced process in support of back-up media known as Automated Resource Compact Disk

BPI Green Belt Trained (Six Sigma) 2007

EDUCATION

Texas A&M University College Station, TX

Bachelor of Business Administration: Marketing 2000

 Overall GPR: 3.4

 Major GPR: 3.7

Contact this candidate