Project Manager Technical Support

Douglas Milne, PMP

P.O. Box **** H: 845-***-**** C: 845-***-****

Poughkeepsie, NY 12601 ********@*****.***

Information Technology Project Management / Consulting

Business Technology, Operations, Data Center, Applications

Project Management Professional (PMP) and IBM Project Management Certification & Six Sigma credentials applied to end-to-end service delivery for major client organizations. Continuously serve in senior project executive capacities formulating best practice policies and marketing strategies. Operate in coordination and cooperation with commercial and internal executives to prepare managed services deliverables, including IT services, software, hardware, data center, and infrastructure solutions. Strong history of success in client relations, requirements identification, systems integration, software development, and technology deployment support. Provided design, development and support for web site development & deployments for IBM.

PROFESSIONAL EXPERIENCE

IBM Corporation (Technology Services Division) – Poughkeepsie, NY 1995 to 2010

Enterprise Solutions for the IT marketplace with Service Delivery Centers located worldwide.

Senior Certified Project Manager (1995 to Present)

Northeast Disaster Recovery Services Lead (1998 to 2000)

Serve in high profile role collaborating directly with Program Management Office (PMO). As Certified Project Manager, accountable for harmonizing all aspects of transitioning and transforming commercial client IT infrastructure and data centers to an IBM integrated technology and managed services environment. Spearhead physical layout design, OEM support contracts, migration schedules, facilities requirements, technical support and client deliverables for $3 to $25M projects consisting of up to 50 resources. As Disaster Recovery Services Lead, independently led technical teams to meet both day-to-day and long-term business continuity needs of major Northeast commercial accounts. A sampling of client projects consists of:

• Played a key role in avoiding millions-of-dollars in late-project penalty fees after being tapped by a Delivery Project Executive (DPE) to evaluate PMO, contract deliverables, and support team coordination issues; aligned offshore support teams and support management with project criticality and compressed project tasks to meet deadlines.

• Personally led and directed negotiations and operations for a national $25M vendor disaster recovery support contract by executing RFP due-dilligence evaluations, including site visits, fleet log maintenance reviews and mock media delivery assessments.

• Saved millions-of-dollars in lost outsourcing revenues as a result of personally developing a metric to quickly and accurately estimate contract costs associated with labor costs.

• Harmonized the upgrade of 97 logical systems partion over an 8-month period by leading regression testing, and final client sign-off on migrated applications.

Successfully delivered completion of annual delivery center electrical maintenance project over a Holiday weekend by steering all coordination of technical and logistic tasks, including client timing, electrical contractors, applications and technical support, security and final sign-off.

Assisted with media campaigns to launch new web pages for IBM. Responsible for creation of “buzz” for IBM social media web sites for IBM. In both commercial and infrastructure web site creation worked with development teams to create schedules for creation, testing and deployment of new web pages for IBM. Developed time lines for web page deployment that included customer acceptance testing and sign-off. Loaded Customer Relationship Management (CRM) software onto new web sites the customers decided required this software package. Provided system metrics to customers requesting the information from their computers supporting the site. Normal steady state operations would take over support of the new web site once the site ran for three (3) days without a reported SEV1 problem. Created weekly reports using power point so stakeholders would know exactly what the project status was. Provided technical support teams with project plan using MS Project Conducted weekly status meetings with technical support members to evaluate progress on project deliverables.

Additional experience includes role as Senior Partner / VP (1983 to 1995) at Computer Consultants Group in San Jose, CA. Accountable for West coast operations.

EDUCATION

M.S., Human Resources & Organizational Development

University of San Francisco – San Francisco, CA

B.B.A., Operations Research & Information Systems

Eastern Michigan University – Ypsilanti, MI

Certificate, Black Belt, Six Sigma Systems

Villanova University, Villanova, PA

Personal

Residential Builders License / MI – planned, built and delivered custom homes to customer specifications.

Spend significant amount of personal time surfing the web, blogging, face book, Google and investigating various new sites on the internet.

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