Resume

Project Manager Customer Service

Location:

Douglas, WY, 82633

Posted:

January 13, 2011

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Resume:

KEN BOLLINGER

** ****** * Douglas, WY *****

q81cgg@r.postjobfree.com * 307-***-****

QUALIFICATIONS PROFILE

High performance IT Professional with over 20 years experience and outstanding achievements, qualifications, and expertise in the management, design, implementation and support of complex projects and business solutions. Combines strong analytical and troubleshooting acumen, together with an assertive, proactive management approach and customer service excellence, to consistently deliver solutions that surpass company and client expectations.

> Proven track record of strategic technological and project planning with successful implementation, coupled with tenacious management and negotiating skills to streamline processes and drive profits.

> Creative problem-solver envisioning solutions to technical dilemmas, integrating latest resources and embracing new technologies quickly, employing a logical and analytical approach.

> Exceptional knowledge and experience in the design, implementation, operation, and maintenance of an array of database and Web applications, receiving many coveted awards.

> Outstanding interpersonal, written, and verbal communication skills; able to establish and maintain positive working relationships, interacting with clients and staff from diverse backgrounds.

> Strong leadership, team training, and presentation skills, with personal philosophy to ‘lead by example’ and ‘work as a team’ to dynamically motivate and challenge team to exceed goals.

> Championed customer service performance initiatives and provided superior customer service skills, employing ‘service excellence’ to consistently achieve and exceed customer expectations.

Experience

Collins Communications

Technical Sales Executive

Ken was originally hired to sell Voice and Data equipment. Because of his knowledge of numerous electrical/electronic systems, Ken soon sold equipment in Security, Surveillance, Access control, Servers, IT services, Point to Point radio systems, WAN Access Points, Infrastructure cabling and numerous other Low Voltage systems. Ken has developed numerous dealerships to reduce costs and become more competitive in these markets. Ken has helped develop numerous Procedures and Policies for the company. Ken’s sales techniques have been adopted company wide. Ken has been certified in various Cisco and Motorola sales and equipment.

Recom

Member, Board of Directors, Vice President of Government Programs

As a member of the Board of Directors, Ken made key decisions on the companies Policies, Marketing, and Human Resources.

NASA Ames Research Center

Program Manager (IT Director)

Ken's specialized experience includes; project development from inception to deployment; expertise in the management and control of funds and resources using complex reporting mechanisms; managing multitask contracts and/or subcontracts of various types and complexity; and experience leading and supervising teams. General experience includes increasing responsibilities in Information Systems management and/or design.

Ken has served as the single contract manager for a group of contracts. He was the contractor's authorized interface with the Government Contracting Officer (CO), the contract level Contracting Officer's Representative (COR), Government management personnel, and customer agency representatives. He was also responsible for overall contract performance - management, technical, cost, and schedule - for a group of contracts and for the personnel associated with the contract(s). Ken formulated and enforced work standards; assigned contractor schedules; reviewed work discrepancies; supervised contractor personnel; and communicated policies, purposes, and goals of the organization to subordinates.

Ken has initiated many programs to increase customer service and management efficiency. One program was to organize and implement a Project Manager training regimen. He also organized a Business Process Office to document current procedures and to create new ones where needed. Ken started a Project Manager Guidebook to assist and standardize management practices for an entire contract.

IT Department Manager

Ken's responsibilities as Department Manager for IT Services included; Project Coordination, Department staffing, Team coordination, Effective Communications and Human Resources. There were over 30 projects under his purview.

Web Services Manager

As Project Manager for several projects, Ken was responsible for the startup, development and management of the NASA Ames Centralized Web Services. He was directly responsible for well over 500 web sites, many of which were high profile.

Ken hired all the personnel on that contract and coordinated with other management for the cross training and utilization of other staff members.

Ken developed and wrote all documentation related to the functioning of this task. These documents included Configuration Management Plans (and diagrams), Standard Operating Procedures, the design of a "Standardized Web Server Plan" and a "High Availability Web Server Farm".

Ken also designed and procured the Web Services operations area and all necessary software and hardware.

Project Manager for Web Technologies

Ken created, developed, maintained and managed many NASA high profile web sites. He assigned and oversaw the day to day operations of these web sites. He also acted as consultant to many other departments and institutions for web technologies. Ken has extensively interacted with other NASA divisions and directorates to bring forth the best that NASA has to offer in expertise and experience.

Project Manager for Lunar Prospector Data Visualization

Ken won the Space Act Award for the design and implementation of a "Real Time" web based display of spacecraft data. Data from the spacecraft was routed from the ground station to mission control. From mission control, the data stream was first broken apart and then formatted for JAVA applets on another server. The various web pages then displayed the data in graphs, plots and animations. Since the spacecraft did not have a camera, imaging data from previous missions were used to dynamically (and precisely) present the location of the spacecraft.

Cassini Mission

Ken managed the project to design automated sequencing programs for the Cassini Mission. This entailed working with other divisions in designing Artificial Intelligence programs to automatically schedule and “constraint check” science designed observations against spacecraft and ground operations. Ken produced a NASA video to showcase the features. The video was used at several conferences.

Planetary Data System, Rings Node

Ken was the Assistant Manager for the Node. He interacted with other institutions and "nodes" to make available some of the best space data and images that NASA has acquired.

He was responsible for creating and administrating one of the first World Wide Web sites (http://ringside.arc.nasa.gov). Ken was also responsible for Systems Operations on a DEC Alpha workstation (400AXP). He wrote programs, formatted data and ancillary files into Planetary Data System formats.

Ken co-wrote a paper for the “Planetary and Space Science” journal.

Part of Ken's duties was to restore past spacecraft mission data. As System Administer for the Rings Node, he was responsible for the Anonymous FTP site. He also created, maintained and administered the online Sybase database catalog system. He co-wrote one of the first Web to Database interfaces used on the Internet.

Jet Propulsion Laboratory

Magellan Mission

At the Jet Propulsion Laboratory, Ken was the Deputy Team Chief and Operations Engineer for the Data Management and Archive Team (DMAT). DMAT was responsible for the monitoring, tracking and managing of all data acquired and processed for the project. He was responsible for internal /external team planning, designing/developing procedures. He wrote and tracked purchasing requests for all equipment used by the team. Further duties included; generating operational activity timelines, representing the teams interest within the mission operations system and various science research activities, maintaining cognizance over the subsystem operations, and designing and modifying procedures in response to change requests and operational needs. He also designed several large mission operations areas for the largest space data collection and archiving system to date. Ken participated in hiring the majority of the team.

Voyager Mission

Ken was the liaison between scientists and the engineering staff. He took scientific ideas and turned them into viable spacecraft engineering commands. Ken developed scientific observations and coordinated spacecraft resources between project personnel. He was responsible for designing all 77,000 images at the Neptune Encounter. Ken presented status of the observations to project members and scientists. He also oversaw the workload and scheduling of several technician level people.

Ken co-wrote a paper for “Science”.

Ken was responsible for generating programs and procedures for "decorrupting" unusable images caused by an onboard processor failure and developed several databases for observational analysis and scientific research.

He also contributed extensive work on the Ringmoon search at Neptune (image processing / programming)

Technical Skills

Highlights:

? Expertise in Management, CRM and various other Business software suites.

? Extensive use of Spacecraft simulation and planning software

? Experience with numerous Operating Systems and web applications.

? Pioneered many Internet and web applications at JPL and NASA Ames.

? Developed one of the first web sites on the Internet and co-developed one of the first web to database applications.

? Recipient of the Space Act Award for the development of a real time web application.

? Co-developed, as Project Manager Lunar Prospector Data Visualization, an early method of server side JavaScript that allowed the largest archive of lunar images to be served using no database.

? Partnered with many leading Internet, Computer and Web companies to beta test and develop robust systems for commercial use.

? Developed a software system to track web site and invoice information for all of NASA Ames.

? System administration of NT and Open VMS systems.

? Installation and administration of various web servers and applications.

? Amateur Radio Operator. Have run numerous Net traffic and Emergency Services.

Computer Platforms

UNIX (Sun E5000K, Sun E3000K, Sun Ultra 1), VMS (Dec Alpha 400), NT (DEC Alpha 3000 AXP), PC (Numerous!), MAC (G3, G4), Misc. (CDROM writers, Scanners, Audio, Video and Modem Boards)

Software Applications

Web

Netscape Suitespot Pro, Netscape Compass Server, Flash, Premiere, Photoshop, Illustrator, Dreamweaver, Ultra Dev, Image Ready, Visual Page, Debabelizer, BBedit, CERN (web server), Purveyor (web server)

Streaming Media

RealMedia Streaming Server, RealMedia Producer Pro, Quicktime Streaming Server

Database

Excel, SYBASE, dBase II/III/IV

Misc.

Salesforce.com, Sugar CRM, MS Project 2000, Visio, HPG, Dogma, Apple Pips, CAD, VICAR, NAV, IDX, Pointer, Scout, Word, WordPerfect, Claris Draw, Power Point, VersaTerm, Eudora, Trumpet, Various FTP programs, XV, Ghostscript, GhostView

Languages

Javascript, Fortran, Pascal, Basic, Orange Plus, RPN, SQL, IDL, POSIX, HSTS, HTML, Open Client DB (SYBASE)

Operating Systems

VMS, OpenVMS, UNIX (Sun), LINUX (Red Hat 6.2), DOS,

Windows NT/95/98/2000/Vista,/7 Mac 8.x, 9.x, X

Education

B.S. Aerospace Engineering, June 1987

Minor in Geography (Remote Sensing/Cartography)

California State Polytechnic University, Pomona, CA.

Professional Development Classes

Project Management

* Hands on Project Management (Part of Program Management Certificate)

* Building Effective Project Environments (Part of Program Management Certificate)

* Project Process Analysis (Part of Program Management Certificate)

* Project Team Leadership Skills (Part of Program Management Certificate)

* Effective Presentation Skills (Part of Program Management Certificate)

Human Relations

* Art of Negotiating

* Dynamics of Leadership

* Effective Meetings and Time Management

* Dealing with Difficult People

* Understanding People

* Effective Human Resources Management

Technical

* Photoshop

* Advanced Photoshop

* Local Area Networks (CCNA Certificate)

* Flash

* Advanced Flash

* Wide Area Networks (CCNA Certificate)

* E Commerce

* Various Cisco and Motorola Classes

* Photovoltaic Design

* Advanced Photovoltaic Design

* Photovoltaic Economics

* Photovoltaic Sales and Marketing

Communication Skills

General

* Presented at numerous events and seminars from specific technical subjects to customer support issues. Audiences have varied from Scientists to Schoolchildren.

* Held monthly "All Hands" meetings addressing issues of concern, including: human resources issues, contract status updates (both internally and company wide) and various other issues related to morale, teamwork and efficiency.

* Chaired a weekly Project level production meeting and gave weekly presentations in several other project level meetings.

* Presented monthly oral and written reports to NASA Headquarters.

* Negotiated and wrote team-to-team interfaces and negotiated and wrote Memorandums of Understandings between institutions/companies/scientists.

* Responsible for writing project level documentation for Procedures, Operations, Structure, Testing, Training and Contingency plans.

* Developed procedures and controlled a Lab wide voice net.

Television

Provided interviews for several television shows over the years; including an interview about the Voyager project (CBS Nightly News) and the Lunar Prospector project (CNN, Internet Cafe and KRON).

Mentoring

Mentor for the NASA Ames "Circle Mentoring Group". Mentored a group of individuals in various aspects of web technologies and methodologies

Voyager Speakers Bureau

Presented numerous talks and tours to the public concerning Astronomy and the Voyager Project.

Video

Ken wrote, directed and starred in a video production of "CASSINI Science Scheduler". This video was used to present an overview of a prototyped AI program to the Science community. It has been used at several NASA centers and presented at International conferences.

Publications

B.A. Smith, K. Bollinger, M. Showalter, et al Dec. 15 1989. "Voyager 2 at Neptune: Imaging Science Results". Science, Vol. 246, pg. 1422.

M.R. Showalter, K. Bollinger, et al. "The Rings Node for the Planetary Data System". Planetary and Space Science.

Awards & Honors

Professional Awards

NASA Honor Awards

Group Achievement Award

Lunar Prospector Project

"For outstanding achievement and dedication to implementing the concepts of Discovery Program in the development and operation of Lunar Prospector"

Group Achievement Award

NASA Astrobiology Team

"For initiating the new NASA multidisciplinary program in Astrobiology, including the definition of the field of Astrobiology, the formulation and initial establishment of the NASA Astrobiology Institute, and the development of a Roadmap to guide future NASA investments in Astrobiology"

Certificate of Recognition

Space Act Award

"For the creative development of a scientific contribution which has been determined to be of significant value in the advancement of the aerospace technology program of NASA, and is entitled: "Real-time Lunar Prospector Data Visualization Using Web-Based Java".

Group Achievement Award

Magellan Mission Group

"In recognition of sustained excellence in the management, planning and engineering for the outstandingly successful Magellan mission".

Group Achievement Award

Magellan Aerobraking Flight Team

"In recognition of the successful execution of the aerobraking in the atmosphere of Venus, demonstrating a significant maneuver technology and enabling new scientific observations by the Magellan mission."

Group Achievement Award

Voyager Flight Team

"In recognition of the outstanding multidisciplinary team effort which culminated in Voyager's historic exploration of the Neptune planetary system."

Jet Propulsion Laboratory

Outstanding Achievement

Voyager

"In recognition of your contributions to NASA and JPL's historic achievement."

Certificate of Recognition

Magellan

"In recognition of significant contributions to the Magellan Mission to Venus - Data Management and Archive Team (DMAT) which collected, cataloged, archived, and distributed an historical volume of science and engineering data products exceeding the total data from all previous planetary missions combined."

Certificate of Appreciation

JPL Expo II

"In recognition of your efforts in support of the JPL EXPO II, held at the Jet Propulsion Laboratory in celebration of the International Space Year 1992."

NASA Ames Research Center

2000 - Ames Honor Award, Astrobiology Leonid Mission Project Team

2000 - Contractor Excellence Award (Web Services Group)

"The Web Services Group has provided extraordinary customer support to the NASA Ames Campus. Their main function is to provide hosting support for all Campus web sites. The Group also provides support in consulting and development of web sites. They have been involved in many high visibility web sites, some of which have had global interactive participation. They have developed and implemented a dedicated web site tracking database that oversees the management of over several hundred web sites. The group has worked many weekends and late nights to bring projects in, on and within budget. Their dedication and drive are motivational and admired."

1996 - Contractor Excellence Award (Individual)

Ames Research Center has recently been assigned the lead role for Astrobiology within the Agency. In response to the challenge from the NASA Administrator to develop cross-disciplinary programs and strengthen existing efforts for the study of life in the universe, the Space Science Division, in September 1996, successfully hosted a scientific workshop, organized around several major questions in Astrobiology and attended by many distinguished scientists. Bollinger above and beyond of his normal duties as a Sr. Math Analyst was instrumental in establishing the WWW site and video conferencing for this Astrobiology Workshop.

1996 - Space Science Division, Excellence Award

"For tireless enthusiasm, dedication and hard work in the Space Science Division."

1995 - Contractor Excellence Award (Individual)

"Above and beyond the scope of his duties as Sr. Math Analyst, Ken is instrumental in establishing several World Wide Web (WWW) sites for the Space Science Division. He has also written an extensive set of files and links for the Planetary Data System (PDS), Space Science, Ames, and World Wide Web community use of the Web resources. Some of his artist renditions of Space Science activities have been used in press releases and appeared at many WWW sites. In addition, Ken volunteered his time in representing the interest of the Space Science Division in attending many of the meetings of the User Advisory Committee (UAC) which decides policies for the use of computer/network services for several Ames sites. Lastly, Ken is always willing and eager to help others with their WWW problems."

California Polytechnic University, California

1996 - Distinguished Alumni

Featured in "Poly Trends" and a video presented at Washington DC reception.

American Institute of Aeronautics and Astronautics

Allied Design Competition Award

"In recognition of design team effort" (Space Station rescue vehicle)

Honors

1998-2001 "Who's Who in Media and Communications"

1999-2001 "Who's Who in America"

1999-2001 "Who's Who in the World"

2000-2001 "Who's Who in Science and Engineering"

1999-2001 "Who's Who in Finance and Industry"

2001 "Who's Who in the West"

Web Awards

McKinley Group's Professional Editorial Team-“4 Star" site

Planetary Data System, Rings Node

NASA Ames Space Science Division

Editors of "Point"