Project Manager Customer Service

GARY DAVIDSON

ROUND ROCK, TX

SUMMARY

Detail-oriented Project Manager with two PM certifications (MSF and 6-Sigma Green Belt) excellent

communication, organization, and supervisory skills. Effective communicator recognized for research

ability and keen eye for detail, along with the ability to overcome weaknesses and take advantage of

strengths. Proficient in coordinating multiple tasks and implementing viable solutions to problem

areas. Team player with foresight to understand future consequences. Highly skilled at developing

and improving performance of team members.

AREAS OF EXPERTISE

Certified 6-Sigma BPI Green Belt

Certified MSF

Project budgets > $30 Million

Managed Services

Software Implementation

ITIL

Hardware Development

Working towards PMP Certification

Member of PMI

Customer Relations Management

PMBOK

Sarbanes-Oxley Compliance

Contract Management

Hardware Implementation

Change Management

Bilingual French/English

Software Development

LEAN & KAIZEN

Police Crime Scene Detective

CAREER ACCOMPLISHMENTS

Saved Dell over $30 Million in downtime costs in 1997 by establishing an NT Server FileGen Project

in Dimension manufacturing, coming in on-time and under budget

Reduced MWD - Missing, Wrong & Damaged product, at Dell by $130 Million in 2007

Saved Dell over $50 Million in combined hard savings and cost avoidance with Missing, Wrong & Damaged Fraud Model Project.

Saved Dell over $7 Million in combined hard savings and cost avoidance with MWD Fraud – Bear, DE Project

and coordinated prosecution of suspects with the FBI.

Successfully reduced cost of Dell’s help desk support by 77% through implementation of ITOC project, representing

a reduction from $130 to $30 per support contact.

Developed metrics and delivered presentations for reporting personnel performance at Dell Computer Corporation

Managed end to end certification of Dell Manufacturing environment for 2-year long Y2K Project

Supervised up to 65 direct reports: individual contributors, and 1st & 2nd level managers

Developed computer training classes that improved performance of staff at GCA Services Group

Recipient of US President’s Point of Light Award for Outstanding Community Service (2/7/2001)

http://www.pointsoflight.org/awards/dpol/winner.cfm?AwardNum=1830

HARDWARE & SOFTWARE SKILLS

SAN, NAS, Cisco VoIP, Avaya, Vonage, Nortel telephones, DNS, TCP/IP, UDP/IP, IPX/SPX, WINS, DHCP, AppleTalk, ISDN, Frame Relay,

DSL, T1, Hubs, 3COM & Cisco, Routers, Bridges, Switches, Jet Direct Cards, Network Cards, Print Servers, CSU/DSU,

LANs, WANs, Fiber Optic, Ethernet CAT 5, and Coaxial cabling

MS Project, Visio, MS Sharepoint, Microsoft Office Suite, Windows NT, ’95, ’98, 2000, XP, & Vista, NT, Windows 2000 and Windows 2003 Server,

Excel, PowerPoint, Access, Salesforce.com, Dreamweaver, HTML, Cisco Call Manager, MS Proxy Server, Watchguard,

Checkpoint Firewall-1, Norton Internet Security, Norton Anti-Virus, McAfee Anti-Virus, Computer Associates Anti-Virus, SMS,

Remedy, Exchange Server, Citrix, IIS, Site Server, NetIQ, Camtasia, Real Producer, RealVideo, AVI, WAV, MPEG, Point-of-sale (POS)

PROFESSIONAL HISTORY

STATE OF TEXAS DIR 2009-2010

IT Project Manager – Data Center Services

Managed data center services projects to consolidate and transform servers from multiple data centers across Texas

into two located in Austin and San Angelo. Responsible for the reduction of overall server footprint by consolidating

and virtualizing applications from multiple servers. Managed disaster recovery, WAAS, and service delivery implementations

and improvements.

DELL, INC. 2007-2009

Senior Program Manager – Global IT Data Center Consolidation

Global Transition Services Delivery Project Manager

Project Management, Managed Services, 6-Sigma BPI Green Belt Certified, KAIZEN Methodology, LEAN manufacturing. 100% travel. Managed Americas,

EMF, Kuala Lumpur, and APJ (Japan) Data Center consolidation & virtualization projects. Managed large-scale IT Field Services Transition

projects for Dell customers. Prepared and modified extensive process flows,SOWs, RFPs, phase release documentation,

milestones, reporting, risk analysis and mitigation, cost benefit analysis,& business metrics development. Implemented

changes to customer service desk, field services, hardware/software break fix, and IMACD processes for global companies.

Managed direct customer contact and interfaced with the customer as an intermediary for sales, hardware deployment and data

migration.

TRIFUSION, LP 2006

Sr. IT Project Manager

Provided hands-on IT Project Management for a six-month project. Managed up to 17 simultaneous Data Migration Projects

for Dell customers, such as VideoJet, Siemens, SAIC, USDA Forest Service, and TSA. Monitored asset tagging and management.

Managed the return of customer-leased assets for Dell. Managed project timelines, developed project plans, determined

scope, coordinated with customers, project tracking, setting customer expectations, and planned deployment resources.

Each project represented approximately $100K of revenue to the company.

GCA SERVICES GROUP, INC. 2002-2005

Regional (Nationwide) IT Project Manager

Provided hands-on IT management, Service Delivery, Project Management involving 75% to 100% travel. Managed IT budget

and IT infrastructure for remote offices in Austin, San Antonio, Lubbock, Nashville, Washington DC, Norfolk, Virginia

Beach, Richmond, Denver and Phoenix. Oversaw network architecture and repair of infrastructure. Configured and

maintained new systems. Managed software development project for GCAware web-based software and integration with JD Edwards.

LUTHERAN SOCIAL SERVICES OF THE SOUTH 2001-2002

Vice President of IT/CIO (Service Delivery)

Provided hands-on IT management, Service Delivery, Project Management. Managed IT budget and IT infrastructure for 22

facilities in Texas and Louisiana. Disaster Recovery project planning, network security, infrastructure & architecture.

Managed conversion project for NT 4.0 to 2000 Server and workstations to 2000 Professional. Responsible for project to

convert DG/UX, Oracle system to a Great Plains Solution.

DELL, INC. 1997-2001

IT Project Manager

Managed projects and IT Service Delivery. Managed a staff of up to 20 developers & technicians responsible for all servers

and workstations in both the corporate and manufacturing environments in over 22 buildings in Austin/Round Rock. Annual

budgets, asset management, metrics, performance plans and evaluations. Managed Dell expansion projects in Nashville, TN,

Brazil, China and Malaysia. Managed support projects for new buildings in Austin/Round Rock. Managed a staff of 65 test

engineers, developers, managers and EMR technicians. Managed the Braker-12 data center containing over 250 servers with

7X24 availability.

ACADEMIC CREDENTIALS

BS, Computer Science, Indian River Community College - Fort Pierce, Florida

AA, Criminal Justice, Indian River Community College - Fort Pierce, Florida

BS, Marine Science & Biology, Chemistry Minor, University of Miami – Coral Gables, Florida

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