Project Manager Customer Service

Sean L. Ward

***** ******** *****

Euclid, Ohio *4132-1653

Primary: 216-***-****

E-mail: *********@*****.***

Summary of Qualifications:

• Over 20 years experience in Information Technology

• Over 15 Years of Full Life Cycle Project Management

• Experience preparing and managing all types of project documentation including Budgets, Project Plans & Timelines, Work Breakdown Structures, Change Requests, RAID/Risk Registers and Issue Logs

• Experience with Data Warehouse, Networking, Hardware Purchase/Deployment, Network Design/Deployment, Environment Deployment, Data Warehouse, IVR/VRU, ITIL, BIR/Reporting, and a variety of businesses and industries

• Managed development or implementation projects utilizing dot Net, Java, Lotus Notes, and SharePoint application development environments

• Experience/Exposure to Waterfall, Nested Waterfall, RUP, Agile, Deliverable-based and other Modular project management methodologies

Professional Experience:

• Computer Operator 1986 – 1989

• Application Programmer 1991 – 1995

• IT Manager/Director/CIO 1995 – 2005

• IT Project Manager 1995 – Present

Work Experience (last 15+ years):

Accenture – Cleveland, Ohio (telecommute): April 2010 – June 2010

Contractor: Project Manager – Management Consulting SWAT Team

Summary of Responsibilities

Assisted in the execution of various special Management Consulting initiatives which had the potential to significantly impact the business. Activities may included:

• Researching solutions, frameworks and methodologies to address specific internal / external needs and developing executive level presentations, as needed

• Conducting internal / external research and leveraging subject matter experts to prepare material for client discussions, workshops, and/or POVs on MC related topics

• Supporting client proposal development by aiding client account teams in preparing for, and responding to, client requests. This may include developing staffing and financial models.

• Supporting Campaign Leads in planning, developing, and executing MC campaigns. Specifically, defining campaign scope, approach and target accounts, developing campaign material and supporting campaign execution

Accenture – Cincinnati, Ohio: August 2009 – January 2010

Contractor: Project Manager – Infrastructure Outsourcing – North American Delivery Center

Summary of Responsibilities

Managed projects related to the ongoing management of Accenture’s internal and external client base in order to help them achieve a measurably more cost-effective, secure and responsive infrastructure that scales and adapts to their business needs.

UniStar Datacenter Re-engineering Project

• Managed the configuration and deployment of 24 Windows servers for development, QA, and production

BizTalk Server Decommissioning Project

• Managed the shut down and retiring of 6 firewall monitoring servers

CMS Server Build Project

• Managed the deployment of 1 firewall monitoring server

Security Assessment Vulnerability Project

• Managed the resolution of 11,000 vulnerabilities identified during 2 Security Vulnerability Scans

• Managed the creation of new work plans aligned to newly adopted corporate standards

Ernst & Young, LLC - Cleveland, Ohio: September 2008 – May 2009

Contractor: Project Manager – Global IT / Common Services

Global Core Loadset Update Project (GCL 4.0)

• Managed the global QA testing and defect tracking and resolution for approx. 50 global applications, tools, and installers that were either modified, updated, or newly released

• Managed all rounds of testing including Beta, Release Candidate, and Gold

• Managed the timeline for the global phases of the project including; development, application certification, testing, and deployment

• Managed issues and activities related to change controls including updates to relevant project documentation and updates to the budget and timeline

• Managed the changes to global documentation and support models for the applications included in the global loadset

• Managed the global communications related to the changes and new requirements related to the applications in the global loadset

WebTrends Implementation & Custom Reporting Project

Phase One

• Managed the “out of the box” installation, implementation, and release of WebTrends Analytics v.8.5,

• Managed the training of and rollout to the initial group of core users

Phase Two

• Managed the loading of historical log data to Webtrends to allow for historical reporting

• Managed the custom development and deployment of functionality to collect data regarding the use of intranet-based applications and utilities by global E&Y staff using both WebTrends data and data external to WebTrends to produce custom reports by area and country

• Manage the training of and rollout of the new reports to the initial group of core users

National City Corporation – Cleveland, Ohio: Feb 2007 – Sep 2008

Technical Project Manager: Service Delivery - Integrated Delivery Center

Common Technical Asset Transfer Project

• Managed the transfer of common technical assets from one organization to two other organizations based on support, maintenance, and delivery needs

• Managed the changes to the various services models for the CTAs to adopt ITIL principals

• Managed the integration of CTAs to the new organizations based on ITIL principals

Visa Points In-Sourcing Project

• Managed the building a new Oracle RAC database to house NCC customer data and NCC Points data

• Managed the creation of new and existing tables in Oracle format

• Managed the migration of existing NCC customer and points data from existing SQL data tables to newly created Oracle RAC data tables

• Managed all data warehouse changes needed to accommodate the new NCC Points data

• Managed the development of a new customer service interface developed in Sharepoint

• Managed the development of new web services and service calls to the new Oracle database to populate the new customer service interface

• Managed the development of a new report cube to be used to produce all new “canned” reports and some ad-hoc reports

• Managed the modifications to the IVR customer service system in order to facilitate the new options and information available as a result of the new points data

• Managed the purchase, configuration and deployment of all new servers and related network hardware and tools needed to build out the new NCC Points environment

American Greetings Interactive – Cleveland, Ohio: Apr 2006 – Jan 2007

Contractor: Project Manager

Kiwee Division

• Manage the development and launch of the new Kiwee web site which provides tools to customize and personalize Social Networking pages such as MySpace and FaceBook

American Greetings Properties

• Manage the re-branding and re-launch of websites for some of American Greetings’ most recognized brands; Holly Hobbie and Care Bears

• Managed the evaluation and selection of a new Digital Asset Management application

AGI – Human Resources

• Manage the development of a new HR Workflow application called PeopleBuilder

• Manage developers based in India

• Manage timelines between multiple timezones

• Manage and coordinate activities with and between resources located in Cleveland, Los Angeles, and India

• Work with internal stakeholders and business owners to develop project plans, project requirements and other supporting documentation

New Vision Academy – East Cleveland, Ohio: Jul 2005 – Jun 2006

Founder, Executive Director, Board Chairman

• Developed the plan and budget for opening a Charter Middle School in East Cleveland, Ohio

• Managed all phases of opening a new facility including minor construction, electrical work, advertising & signage, phones, utilities, and internet access

• Managed the development of the New Vision Academy website

• Managed all HR related activities including staffing/contracts, insurance and benefits

TekConnect – Cleveland, Ohio: Sep 2004 - Feb 2005

Contractor: Sr. Project Manager

Responsible for the following:

• Managed the installation of Dell PCs, notebooks, and servers for the Cleveland Municipal School District

• Managed hardware inventory

• Managed receipt of inventory from Dell to the TekConnect warehouse

• Managed shipment of inventory from the TekConnect warehouse to the CMSD school building for installation and configuration

Highlights:

• Significant increase in the number of units installed per week

• Established new controls for inventory and asset management

• Managed a team of 6 installation technitians

Key Corp – Cleveland, Ohio: Oct 2002 - Jun 2003

Worksite: Key Technology Services (KeyCorp) Cleveland, Ohio

Responsible for the following:

• Managing projects focused on the engineering, support, and operations of mainframe and distributed hardware and systems software and voice and data communications for KeyCorp

• Managed resources from the following technology groups; Network Infrastructure, Enterprise Architecture, Distributed Operations and Desktop, Corporate Information Security, Mainframe and Midrange

• Managed projects for several lines of business including Key Technology Services, Key Corporate Real Estate, and Key Equipment Finance

• Managed estimates, budgets, issues, and risks

Highlights

• Managed 20 projects in 8 months

• Closed 14 projects in 8 months

• Maintained an average 8 active projects per month

• Managed teams from 3 - 60 resources

• Virtually managed projects and resources from coast-to-coast

• Virtually managed projects resources from England and Canada

Fathom IT Solutions – Cleveland, Ohio: Sep 2000 - Aug 2004

(2 separate employment periods)

Project Manager

Responsible for the following:

• Lead and manage a team of 4 Project Managers and 2 Account Managers

• Manage the entire lifecycle for interactive website development projects for major corporations in Cleveland and across the US

• Develop internal project management methodology for different types/sizes of projects

• Prepare and/or review and edit all project documentation including Statements of Work, Project Plans, Timelines, Budgets, etc.

• Prepare proposals, contracts, service agreements, etc, to secure new business or maintain existing business for the firm

• Manage projects on both Microsoft and UNIX platforms

• Lead and manage the full development lifecycle of websites and browser based software applications

• Lead and manage teams developers, client internal resources, contractors, and 3rd party vendors.

• Prepare and/or review and edit all project documentation including Statements of Work, Project Plans, Timelines, Budgets, etc.

• Prepare proposals, contracts, service agreements, etc, to secure new business or maintain existing business

Highlights:

www.Sargento.com –

• Took over project from previous PM because of cost overruns and project delays. Brought the project back on schedule and completed 1 week after initial "go live" date after delays of at least 4 weeks. Cost overage remained constant but did not increase

www.Respironics.com –

• Deployed a content management application to support the redesign and deployment of new Internet, Intranet, and Extranet websites.

City of Cleveland - Department of Building and Housing

• ePermit Online Permitting Application - Project Managed the design, development, and implementation of an online permitting system for contractors and/or homeowners where users can apply and pay for Electrical, Plumbing, and HVAC trade permits

WellCorp

• WellPerks Wellness Program - Project Managed the design, development, and implementation of the website for the WellPerks Corporate Health/Wellness Program

Neighborhood Progress Inc / The Enterprise Foundation

• CleveInfo - Project Managed the design, development, and implementation of the CleveInfo Geographical Information System

White Hat Management – Akron, Ohio: Jul 1996 - Sep 2000

Managers for Hope Academies and Life Skills Centers

Chief Information Officer

Responsible for the following:

• Technology purchasing/budgets

• Technology contracts/leases

• IT and contract staffing and related issues

• Strategic planning

• Technology training for faculty and staff

• Integrating technology with traditional instruction methods

• Integrating curriculum software with traditional instruction methods

• Keeping up with current or emerging technology trends in education

• Evaluate the proper use of technology by faculty, staff, and students

• Network and desktop support and maintenance

• Staff of 13

• Contract staff of 15

Highlights:

• Development of entire IT infrastructure for corporate office and 7 community schools

• Design/Deployment of corporate wide area network

• Connect each of 7 community school LANs to corporate backbone

• Design/Deployment of local area network for 7 schools

• Purchase/Deployment/Upgrade of instructional curriculum software for 7 schools

• Deploy classroom technology lab in each classroom in 7 schools

• Design/Development/Deployment of district registration database for 7 schools

• Design/Development/Deployment of district transportation database for 5 schools

• Design/Development/Deployment of district student tracking database for 5 schools

• Implementation of phone and telecom systems for 7 schools and corporate office

• Implementation of remote access capabilities for 7 schools and corporate office

Education

• Baldwin-Wallace College Berea, Ohio 1989 - 1991

Major: Computer Information Systems

Graduation: June 7, 1991

Degree: Bachelor of Science

• Fort Valley State College Fort Valley, Georgia 1985 - 1988

Major: Computer Science

Minor: Mathematics

• Shaw High School East Cleveland, Ohio 1979 - 1983

College prep studies

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