Program, project & business solutions manager

RONALD D. HAYES, PMP

** ******* ****** ******** *****, Ohio 44223 330-***-**** ******.*****@***.***

PROGRAM, PROJECT & BUSINESS SOLUTIONS MANAGER

Global PMO / Six Sigma / IT & IS / Continuous Improvements / Risk & Impact Analysis / Quality Change Management / Business Process / Cost Control / Budget & Resource Management / CRM

I manage complex, enterprise-wide programs to successful, under-budget completions and move costly projects back on track. In crucial positions that include Senior Project Management for Business or IT Projects, I’ve transformed action plans into solutions that build the bottom line. If your organization has a need for talent in this area, my background will be of interest.

Skilled in full life cycle project management, I led successful international projects by utilizing my skills in global project management office, Six Sigma, IT and IS, and budget and resource management. I’ve conducted risk analyses and process improvements while enabling seamless, IT and non-IT implementations.

Consistently selected to manage complex projects, employers and colleagues alike value my organizational skills, risk and impact analysis, project facilitation, keen understanding of business needs and successful development of ideas that work. I’m known for my ability to quickly troubleshoot projects and build strong, multi-disciplinary implementation teams.

My project leadership improved operations for several companies. For a global billion-dollar manufacturing/sales/service corporation, I conducted a detailed analysis and rescued an international operating systems project, avoiding $20M in service penalties. I also saved Alltel $250K by efficiently managing an upgrade project.

I’ve developed and led innovative global projects that completed ahead of schedule and below budget while streamlining and improving operations. I have consistently been selected to take control of projects that are in trouble because of my “can do” attitude and my results-oriented drive.

I earned an MBA and BS in Computing Science from the University of Evansville. Awarded PMP certification, I have additional experience in multiple platforms, tools and operations support protocols. My proficiencies include Six Sigma practices and I am conversant in Russian and some Chinese.

Key Skills:

 Developing and leading innovative projects that streamline and improve operations

 Quickly troubleshooting to eliminate bottlenecks and turn around struggling projects

 Building strong, multi-disciplinary implementation teams

 Translating “out-of-box” thinking into profitable project completions

 Demonstrated ability to own, influence and accept accountability for project success

SELECTED ACCOMPLISHMENTS

Rescued global operations project. Failed plan to replace Diebold Brazil’s CRM system escalated to urgent due to system inadequacy and vendors canceled support. Determined and presented impact and schedule of replacement system, receiving corporate buy-in to install Oracle, avoiding potential $20M in penalties and loss of new business.

Designed and implemented nationwide applications project. Diebold required continuous operations during procurement software implementation. Set schedules, operating standards, and trained staff, completing project for 350 subcontractors, 500 Field Service Managers in 60 branches in less than six months and $600K+ under budget. Created project plan and organized teams to implement Brazil’s solution.

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Centralized installation management. To operate more efficiently, Diebold needed to coordinate installation and service operations for 60- branches, utilizing an Operations Command Center (DOCC). Developed scope of work, staff utilization outline, schedule, communications plan and implementation, reducing branches’ job load 40% through DOCC operations.

Slashed project costs. Alltel’s Multitrak Time Reporting & Enterprise Project Management Tool needed extensive upgrades to meet the industry’s compliance standards. Created and implemented an action plan, upgrading only the tool sections specific to Alltel operations. Saved Alltel $250K of the $300K outsourced consulting cost.

Drove efficiency and Best Practices. Charged with improving processes for enterprise-wide Diebold North America (DNA) projects. Led HQ functional support efforts required to facilitate effective project implementations associated with SST/ATM products, field support and global processes and interfaced with all functional support groups to optimize project results.

Improved service delivery/client support. Tasked with review and optimization of service delivery and customer satisfaction levels for ETC Computers, Inc. Established Client Services Support Desk, problem reporting controls and Service Level Agreements. Released software versions more regularly while establishing software version control, maximizing end user utilization and satisfaction.

Created company’s first Client Server Application. Alltel Information Services needed greater infrastructure support for applications and operations. Developed and managed a new organization to support the deployment, maintenance and enhancement of Alltel’s first Client Server application (PowerBuilder software, UNIX Platform, Oracle RDBMS). Structured the organization and created standard procedures to support 1300 end user customers.

CAREER HISTORY

Global PMO Sr. Project Manager, Diebold, Inc., 2004 to 2009. Managed HQ functions, implemented IT and non-IT projects for field support and business operations for this $3.2B firm engaged in manufacturing, sales and service of ATM/security systems. Directed global strategies and oversaw projects for North America, Latin America, Europe, and Asia.

 Worked with all IT organizations, Transformation Management Office, and clients, driving efficiency.

 Played key role in achievement of business strategic and operational goals.

Business Solutions Manager, Chief Consulting, 2002 to 2004. Provided IT/IS and business operations consulting services to small and mid-range firms.

 Analyzed and proposed effective IT/IS and business operations solutions.

 Provided technical support for projects and process improvements.

Manager of Business Operations and IT Applications, ETC Computers, 2001 (contract). Oversaw staff of 25 Software Developers, Project Managers and Business Analysts in the hosting, consulting and development of customized software solutions utilizing Microsoft partnered software.

 Held responsibility for three software products and associated SLAs.

 Oversaw business operations including invoicing, productivity, operating margins, scheduling, resource loading, work proposals, project management, salary planning, client relationships, requirements gathering, establishing business policies, procedure and process improvements, software methodology, collections, hiring and firing as well as other operational duties.

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Manager Applications Development & Support, IT Division, Alltel Information Services, 1993 to 2001.Oversaw Applications Department supporting ordering, workflow management, inventory, and bill preparation for wireline telecom business. Managed all projects, SLA deliverables, vendor transactions, $8M budget and 20 staff.

 Key manager for cross functional team and process management.

 Conducted performance evaluations.

 Served on Steering committee.

 Presented management directives.

Earlier: Manager IT, General Electric Corporation. Designed and implemented effective information systems to optimize service, monitor and control cost, and evaluate advancements in IBM mainframe and legacy software.

EDUCATION / PROFESSIONAL

Academic Credentials: MBA and BS in Computing Science from the University of Evansville.

Certifications: Project Management Professional (PMP) from Project Management Institute (PMI).

Languages: English, Russian, Chinese.

Technical Proficiencies: Microsoft Office Suite; Visio; Access; Enterprise Project Management tools; Microsoft Project; Multitrak; Primavera and Mercury; maturity modeling, PMI OPM3; Six Sigma practices; Mainframes; SQL Server; Oracle on Windows, Linux and UNIX based platforms and Web Internet Development.

Professional Memberships: Member, Project Management Institute, Northeast Ohio Chapter.

AWARDS / PERSONAL

Awards: Numerous awards for successful project completions.

Interests: I enjoy golf, boating and tennis as well as Nature, history, different cultures and trying new restaurants.

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