Jacqueline Ann Leshko

***** ********* ***** *** *****, CA 92128

858-***-**** i3cgug@r.postjobfree.com

Professional Summary:

• Customer-focused, technology solutions provider for global organizations. Experienced managing IT and Business teams in matrixed organizations. Results-oriented leader, focused on KPIs and measurements. Solid track record of establishing, developing and maturing Enterprise Project Management Offices (EPMO) and Program Management Offices (PMOs). Customer and technical support, eCommerce.

Certifications:

PMP (Project Management Professional)

ITIL v3: Foundations, CSI & SOA,

CSM (Certified ScrumMaster)

Prosci OCM (Organizational Change Management)

CompTIA e-Biz+

Experience: Sony Computer Entertainment America. 3/08 – 3/12, San Diego, CA Senior Manager, Project Management Office Established and developed the Project Management Office, responsible for technology related to multi-player gaming.

• Established and matured PMO from 5 junior Project Assistants/Project Managers to a team of 13; 7 Senior PMs, a Technical PM Manager, Business Reengineering function and a Technical Training group.

• Educated members of the organization on project management terminology, PM methodology and matrix management.

• Successfully completed numerous business process improvement projects including a global product development project aligning the development workflow of Studios in Europe & America.

First American/Advantage Credco. 6/03 – 3/08, Poway, CA Vice President, Project Management Office Formed and the Project Management Office responsible for project management for all IT projects. Due to its success the IT PMO was broadened to an Enterprise Program Management Office after 3 years.

• Implemented standardized software development lifecycle, project management best practices, performance measurements and project portfolio planning.

• Improved on-time project delivery by 30% within 1 year. Increased number of projects completed per year by 150% in 3 years with number of Project Managers and IT employees remaining steady.

• Implemented ROI measurements, business case reviews and project audits. Implemented project budgets and tracking processes.

• Implemented Microsoft Project Server to provide a consolidated repository and view of all project schedules.

• Implemented a Continuous Process Improvements Program. Created a Balanced Scorecard and IT Metrics dashboard

Gateway Computer Corporation, 4/00 – 6/03, Poway, CA Director/Senior Manager, Technology & Tools, Customer Services & Support. 3/03 – 6/03 Directed a staff of 50, responsible for all internal and external technology initiatives for Gateway’s Customer Services & Support (CS&S) organization, including Contact Centers, Stores, Internet technical support website (http://support.gateway.com) and internal tools utilized by all internal and outsourced Technical Support and Customer Service reps.

• Managed, delivered and supported Siebel implementations for CRM, CTI, eChannel, eService and Order Management.

• Managed all telephony activities for CS&S, including Computer Telephone Integration, Integrated Voice Routing and Automated Caller Dialing.

Senior Manager eSupport, Customer Services & Support. 12/00 – 3/03 Responsible for web-based technical support initiatives, including project management, product management and marketing for http://support.gateway.com.

• Created and implemented the company’s online technical support strategy for customer-facing web site. Implemented web-based technical support tools to reduce CS&S Contact Center costs. Oversaw cross-functional technical teams of more than 80 people in a matrixed organization. Directly managed a team of 15, including 4 Program Managers, 1 Development Manager and 3 Developers.

• Integrated numerous third party and in-house self-service and assisted service customer support web tools (chat, email, search, tutorials, FAQs).

• Implemented project-portfolio methodologies to determine project ROI and prioritization sequencing.

• Managed outsourcing project to move email and chat support offshore.

eCommerce Program Manager, Project Management Group, 4/00 – 12/00

• Directed Project/Program Managers in implementing the company’s web support strategy (eSupport) initiatives

• Managed cross-functional technical teams of over 25 people in a matrixed environment.

Hewlett-Packard. 11/99 – 4/00, San Diego, CA Lead Project and Operations Manager

• Directed 7 Project Managers in development of web-based applications. Managed vendor relationships, including contracts, billing and staffing of over 25 on-site developers, technical architects and project managers.

Revlon Consumer Products Corporation, 11/94–11/99. NYC, NY

Manager, Corporate Intranet, 2/97 – 11/99

• Developed and implemented the company's global internal web technology strategy. Participated in strategy and implementation of Revlon.com. Created Intranet department. Directed the development, engineering, operations and support of the corporation's global Intranet Site for 10,000 employees.

• Directed corporate asset management, leasing program, automated software distribution and license metering

Manager, Technical Support Services, 12/95 – 2/97

Oversaw activities of 10 employees and more than 10 consultants and contractors. Managed multiple projects for End User Computing, including client/server application development support, software installations, hardware replacement and operating system upgrades.

Technical Project Leader, 11/94 – 12/95

• Levels I – III technical support for 1000 end users in NY and NJ offices

Applied Physics Laboratory Johns Hopkins University, 11/92 – 11/94. Laurel, Maryland

Software Information Engineer

Hughes Network Systems, 11/88 – 11/92. Germantown, Maryland

Computer & CRM Specialist

Arthur Andersen & Company, 3/87 – 6/88. Washington, D.C.

Management Information Systems Consultant. Software Engineer/Business & Systems Analyst

Education:

James Madison University, Harrisonburg, Virginia. Bachelor of Business Administration, 1986. GPA 3.7 Majors in Computer Information Systems and Management.

Professional Organizations: Project Management Institute, Scrum Alliance

Awards:

IT Leadership Award, 2005; First Advantage Credco IT Department

Third Place in the in IT & Technical Services category of the Annual Webby Business Awards for Gateway's eSupport website, http://support.gateway.com, 2003

eWeek/Technology Manager’s Forum Best Practices Award Honorable Mention for B2C eCommerce Application for http://support.gateway.com site, October 2002

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