Project Manager Customer Service

EMIL J. SMITH, PMP, SSBB

*** ***** *** *******, *** Jersey 08827 908-***-**** *********@*****.***

PROGRAM MANAGER / PMO DIRECTOR / SR. PROJECT MANAGER / IT SERVICES MANAGER / TECHNICAL MANAGER / BUSINESS ANALYST

Six Sigma Black Belt / PMI Certified PMP / ITIL Certified / ITSM / Budgets / RFPs / SOWs / SLAs / OLAs / Knowledge Management / Continuous Process Improvement / RUP / Agile / Waterfall / DMAIC / DMADV / COBIT / ISO 20000 / CMM / OPM3

Certified project manager and six sigma black belt. Expertise handling complex IT services, process and technology projects for Fortune 500 companies such as Bank of Tokyo, New York Life, Merck, AT&T, MBNA, Lucent and Time Warner Cable. Organized and built teams with internal / external resources to deliver solutions for critical business issues with high return-on-investment.

Matured IT Services Management for New York Life Insurance Co.

Created IT PMO for Merck & Co., improving strategic alignment of IT resources.

Rescued ERP project for wireless communications provider and slashed expenses 50%.

Managed $8M Time Warner customer service technology upgrade for Sun Microsystems.

Solved web portal problems for Delaware Bank, retaining customer for Sun.

Key Strengths: Assessing business requirements to present and implement technical and business solutions. Building strong stakeholder relationships. Institutionalizing best practices to improve quality, productivity and service. Negotiating third-party agreements. Utilizing technology and intellectual capital for competitive advantage. Team building. Assessing and rescuing troubled projects. Menoting.

Masters of Technology Management, Stevens Institute of Technology.

Masters Certificate in Project Management, George Washington University.

BS, Computer Science, Kean University.

PMP certified, Project Management Institute.

Six Sigma Black Belt, Villanova University. ITIL certified, EXIN.

SELECTED ACCOMPLISHMENTS

Established ITSM best practices. New York Life Insurance Company was experiencing dissatisfaction with IT services quality and costs. Applied Six Sigma tools and methodologies to identify and prioritize areas for improvement. Designed IT Services model and implemented changes through formal project management best practices. Reduced service provisioning cycle times by as much as 400% in a six month period. Institutionalized Service Level Management and contributed to the design and implementation of an IT Services Catalog.

Improved Quality of Service. Merck IT provisioning services were not achieving Service Level Agreement targets which led to customer dissatisfaction and low morale. Performed analysis and established a Continuous Quality Improvement plan to isolate root causes. Targeted investments to improve training, workflow management, metrics, customer communications and process improvement. Established policies for Demand Management, Change Management, Customer Support, and inter-service provider collaboration. Improved SLA attainment by 15% in three months.

Rescued ERP project for wireless communications provider and slashed expenses 50%. Wireless provider expressed dissatisfaction with Sun customer service on business critical ERP deployment project. Performed situation analysis, determining customer requirements. Developed project control plan. Appointed to lead team, implementing cost controls and quality assurance procedures. Negotiated customer involvement and sign-off. Reestablished Sun as preferred vendor, and delivered project for $5M. Saved $5M of $10M allocated resources.

Managed $8M Time Warner Cable customer service technology upgrade for Sun Microsystems. Time Warner Cable call centers required faster system performance to resolve call processing problems. Led team implementing thin client technology across all sites. Defined requirements and managed third party vendors. Created integrated project plan. Built team improving cooperation and coordination greatly increasing customer satisfaction. Trained trainers. Negotiated “phased implementation.” Met deadline without disruptions to service.

EMPLOYMENT HISTORY

Fujitsu Technology Solutions – The world’s third largest IT Services provider. 10/11 – Present

Client: Bank of Tokyo Mitsubishi – Japan’s largest bank

Program Manager

Developed and leads a program PMO for a transformative multiyear ITSM improvement program. Coordinates cross-functional teams consisting of internal resources, “Big Four” consultancies, boutique service provides and assorted contractors. Provides program management, project management and ITSM process improvement methodologies. Directly manages team of project managers and PMO dedicated resources.

New York Life – The largest mutual life-insurance company in the United States

Service Analyst Manager 11/10 – 9/11

Established best practices for IT project management, service management and process improvement for internal Information Technology service providers. Developed tools and methodologies. Counseled senior management, and trained operational and project managers.

Instructor – Part time 1/2008 - Current

Designs and delivers Six Sigma and Project Management certification training for ESI International, The American Management Association and Avtech Technical Institute. Conducts on-site and virtual training. Develops curriculum and courseware.

Merck & Co. Leading global pharmaceutical research and manufacturing company

Sr. Project Manager 1/2007 - 4/2007

Established PMO to introduce program and project concepts and methodologies. Introduced and maintained a project portfolio to better align project resources to support business strategy and objectives.

IT Services Manager 4/2007 - 11/2007

Managed an international team of analysts and a near-shore outsourcer to deliver global application and infrastructure provisioning services. Defined service portfolio, developed service models, hired and trained staff. Ensured quality of service, customer satisfaction and high employee morale. Developed RFPs and ensured all contractual responsibilities were met or exceeded by outsourcers. Budgeted and planed resource allocations based on demand forecasts. Provided subject matter expertise in project management and operational management.

Computer Associates, Inc. Leading global IT management software company 10/2005 – 11/2006

Sr. Project Manager – Director Performed Program and Project management for top tier customer engagements. Managed CA customer and partner resources. Maintained staff billable utilization. Coordinated offshore software development and testing. Cultivated and maintained productive business relationships between key customer decision makers and CA business owners. Aligned services delivery resources to strategic sales goals. Developed service proposals and Statements of Work. Ensured profitability of engagements.

Sun Microsystems, Inc. Leading $11.1B computer manufacturer and services organization.

Deputy PMO director, Senior Project Manager 1/2001 - 1/2004

Chartered PMO for Sun Professional Services. Established portfolio management governance reducing project failure rate by 40% in six months. Delivered and managed client infrastructure and Web development projects. Budgets up to $12M. Developed statements of work. Directed project budgets, staffing, communications, risk management, change control and quality assurance. Coached project managers. Monitored customer satisfaction.

Technical Account Manager / Pre-sales Systems Engineer 11/1996 - 1/2001

Provided pre sales technical support to global account teams. Partnered with VARs, integrators and Sun PS to develop, present and deliver enterprise IT solutions. Responded to RFPs, managed proof of concepts and prototyped technical solutions. Nurtured customer and partner relationships. Hosted Sun HQ site visits, presented product roadmaps and provided feedback to Sun Product Managers. Presented current and emerging technology at various trade shows. Managed engagements with VARs, ISVs and system integrators. Developed and presented IT solutions.

Bell Communications Research, MTS - Technical Project Manager 1/1988 – 11/1996

Planned, scheduled and coordinated deployment and platform testing of over 30 software products. Managed internal and external service providers, systems administrators and technical staff. Handled customer relations and communications. Performed hands-on systems administration of Unix and mainframes platforms, Oracle and Informix databases, and TCP/IP and SNA networks.

Publications

Article

Smith, Emil J. "The Critical Link Between Requirements and Project Quality." The American Management Association. Feb 2012.

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