Project Manager Customer Service

WAYNE BERRY

** ***** ****** - *******, ** *****

978-***-**** mailto:**********@*******.***

Peer recommendations may be viewed on LinkedIn at: http://www.linkedin.com/in/wayneberrypm

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Executive experience in Project Management and direct supervision, combining Technical, Liaison and Resource Management. Successful record of Team Building, Process Improvement and Project Delivery. BRAINBENCH certified in PMBOK 1996, 2000 & 2005 methodologies. Member of National Project Management Institute and local Mass Bay Chapter.

SPECIFIC SKILLS

Project Management Methodology

Relationship Building

Managing Client/Vendor Relationships

Product Release Management

Process Improvement

Cross-functional Team Leadership

Resource Management

PROFESSIONAL HISTORY

Sr. Project Manager, Business Intelligence Solutions. Fortelligent, Boston, MA (2006 – 2009)

Completed 94% projects on time or ahead of schedule, ranging from 30k change orders to 1.2m Business Intelligence Reporting implementation (Business Objects and Netezza)

Managed resource scheduling and coordination of internal developers, contract developers, Business Objects developers, Business Analysts, DBA, Production Group and third party data providers

Created, managed and used integrated project plans (MS Project) for scheduling and benchmarking

Performed Gap Analysis for client requirements and proposed deliverables

Managed weekly client status meetings, internal status/checkpoint (daily or weekly depending on the project status or timelines)

Instituted peer code review and testing on all reporting modules, objects and finished reports. This reduced the knowledge silos and provided the basis for long-term module & code support flexibility.

Instituted QA checkpoints at each stage of development. QA results were shared with the client providing a greater understanding of the project deliverables, obtaining client buy-in at these checkpoints and highlighting any requirements that were unclear, missed or exceeded. This process accelerated the QA and UAT gateways, setting the table for early (and often easy) project signoff.

Provided purpose, direction and motivation to team. I ensured that each member of the team (long and short-term contributors) understood the overall project objectives and the success criteria for their work. Each person/group understood the up & downstream impact of their output and their contribution to the project timelines and ultimate success.

Responsible for ongoing client satisfaction for the production reporting system. I was the primary contact for the production reporting issues and questions. Ensured that all questions are acknowledged and contained sufficient detail, assigned research analysts, provided answers and explanations.

Managed the creation of a turnkey modeling appliance from SAS based network procedures to a stand-alone module-based platform using C/C++ and third party statistical libraries

Maintained Vendor Relationships for a major content provider to AT&T. I was the primary contact for data and reporting issues, and provided third-party guidance for resolving disagreements and methods of code and release implementation timelines and requirements.

Sr. Program Manager. Trinity Partners LLC, Waltham, MA (2005 – 2006)

Defined roles and responsibilities creating stability for internal processes through needs assessment that identified issues/ bottlenecks in existing Service Request (SR) process for product releases.

Redefined the existing SR process with an improved workflow and task ownership with specific, measurable milestones and handoffs.

Incorporated MS Project Web solution providing Enterprise Project Management tracking, reporting and resource leveling.

Instituted on-line issue tracking providing automated notification of new and changed issues, issue status and reporting.

As MS Project Web SME, insured system availability, updates, configuration, user training, created views, reports and full integration into internal projects.

Instituted basics for resource time reporting into the company’s TenRox payroll system.

Project Manager, Information Systems. Verizon Information Services (2004 – 2005 Contract Position)

Provided Project Management for development, testing, production and production maintenance Oracle and UNIX environments to support implementation of a new Yellow Pages sales and sales compensation system.

Directed the implementation of a version control system for development code.

Planned and managed scheduling, creation and upgrade of 19 compensation environments.

Managed Oracle structure change requests, table creation and changes, database links, synonyms and user permissions.

Repaired relationships between DBA and Developer group

Instituted change and database migration tracking

Used Test Director for issue tracking and reporting, defined and implemented procedures for alert notification of showstopper defects.

Developed productive relationships with Project Management Office for issues, issue resolution, resource scheduling, forecasts, and release planning.

Manager, Content Integration. ONESOURCE INFORMATION SERVICES, INC (2003)

Managed evaluation of new provider sources, linking/integrating all content via OneSource's Global Business Taxonomy (GBT), into an Oracle based enhanced content warehouse.

Defined processes and restructured integration team into a learning organization with vertical teams, allowing Specialists to acquire new skills while improving overall quality and efficiency.

Implemented new processes and tools, which increased data integration efficiency by 40%.

Instituted a formal training program that reduced new hire integration from 1 year to 4 months.

Redesigned problem resolution process to monitor vendor responses and identify trends. Reduced the number of open issues by 50%. Performed a comprehensive review of the content warehouse to identify record errors and trends. Instituted projects to correct and prevent the errors, reducing the duplicate error rate to fewer than 2%.

Managed 10 – 15 recurrent and one-off projects on a daily basis. Introduced the use of standardized templates for projects and forecasting integration timelines.

Director, Knowledge Research & Information Services (KRIS). Arthur D. Little. (2002)

Assumed role immediately prior to Chapter 11 filing.

Reduced headcount 50%.

Identified critical vendors and renegotiated contracts and payment schedules to ensure continued service during reorganization. Cancelled non-critical contracts and obtained alternate services under Chapter 11 guidelines.

Recovered missing assets and secured assets against loss during bankruptcy period.

Developed and negotiated asset distribution plan with company's five buyers, and coordinated distribution of library collection, value placed in excess of $1,000,000.00.

Linkmaster (Project Manager – Knowledge Management Technology) 1997 – 2002

Reported to Sr. VP Global Knowledge Management (KM), and served as primary liaison between KM, Corporate IT and all operational units.

Created and implemented new guidelines to enhance remote connectivity.

Managed all aspects of ADL’s Knowledge Management System & Intranet: including policies, standards, training, reusable knowledge templates and data warehousing

Managed implementation and training for Intranet software for 40+ offices worldwide

Managed rollout / conversion from WordPerfect to MS Word

Maintained and developed vendor relationships regarding new technology.

Senior Database Analyst. HARTE-HANKS DATA TECHNOLOGIES 1996 - 1997

Programmer/Analyst. DST/BELVEDERE FINANCIAL SYSTEMS 1994 – 1996

Network Administrator. OMNET, INC 1991 – 1993

Under US Government Contract, provided administration and support for the electronic messaging system for NOAA and NASA

Operations Manager, Customer Service. FEDERAL EXPRESS CORPORATION 1983 – 1989

Supervised 28 Customer Service Representatives.

Directed Quality Actions Teams whose recommendations resulted in $500,000+ revenues.

Selected as a core developer of FedEx’s Management Training Course.

Taught entry level Management Training classes in North America locations

Provided mentoring and advancement for my direct reports (3 moved into management)

Licensed Securities Representative. CARTY & COMPANY 1982 - 1983

Held Series 63 License.

EDUCATION

UNIVERSITY OF TENNESSEE – 1980, Public Administration

COMPUTER LEARNING CENTER – 1994, Certificate, 600 UNIX/C and COBOL/CICS

MERRIMACK COLLEGE – 2004, PMP Certification

TECHNICAL SUMMARY

Languages: Domino, HTML, JavaScript, C, SQL, COBOL, CICS, Mainframe JCL

Systems: Domino, Linux, UNIX, DOS, Windows NT, 95, 98, 2000 & XP, Macintosh

Other Software: MS Office, Project & Project Web (10+ years), MS Access (2+ years), Lotus Domino & Notes (5+ years), FileMaker Pro (5+ years), MSSQL (4+ years), Oracle (4+ years), TOAD (4+ years), Test Director (1 year), Various Web authoring and database query tools (7+ years)

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