Mike Pickwick

Objective

Obtain a project management position where I can best use my skills and knowledge of application design, development, system integration and project management.

Experience

Technical Project Manager and Engineer with strong communication skills and over 10 years of project management, application design and development.

SpeechCycle, Inc., New York City, NY (remote from Westborough, MA)

Project Manager / Technical Account Manager 2007-2008

• Responsible for project scheduling, team resource coordination and communication with customer

• Managed and actively participated in all stages of projects

• Projects ranged from standard, new site deployments of existing products (HSI & Video troubleshooting) to the customization of currently deployed products to support integration with customer systems

• Contributed to product/process improvement, working closely with product and deployment managers

• Served as single point of contact for customers post-deployment

• Main customers: Time Warner Cable, Cox Communications, Charter

Intervoice, Inc. / Edify, Corp., Dallas, TX / Santa Clara, CA (remote from Westborough, MA)

Senior Technical Project Manager 2005-2007

• Responsible for project scheduling, team resource coordination and communication with customer

• Managed and actively participated in all stages of projects

• Managed to aggressive, customer-driven dates; requiring one project to be split into multiple stages and another to have parallel streams of effort

• Communicated daily with project teams and held monthly Executive Steering Committee calls to keep stakeholders informed of project status

• Project teams were a mix of internal and customer provided resources and averaged 7-10 people

• Project scopes varied from a 92-port deployment (Blue Cross of Idaho) to a 384-port footprint (Echostar Satellite L.L.C.)

• Echostar Satellite project exceeded its contractual automation guarantee once deployed

ScanSoft, Inc. / SpeechWorks International, Inc., Burlington, MA

Senior Technical Project Manager 1999-2005

• Responsible for project scheduling, team resource coordination and communication with customer

• Managed all stages of project from requirements gathering and design through development, and testing (Usability, QA, Acceptance) and finally deployment and tuning

• Managed “scope creep” during the project; using Change Management procedures when necessary

• Performed an ongoing role as a customer liaison/account manager once initial project was complete

• Scoped post-project application enhancements and managed their deployment

• Average project teams consisted of 3-6 people; in some cases team resources were from remote offices (San Francisco, Montreal, Tokyo) or partner organizations (Intervoice, Viecore, Servion)

• Worked with customers in different vertical markets: United Airlines, United Japan, McKesson, AIG Insurance, First Union National Bank (Wachovia), US Airways, Delta

o Managed 400+ port deployment of Flight Information (“FLIFO”) application across 17 VRUs for United Airlines

o Managed the redesign of a 60-port, bi-lingual version of the FLIFO application for United Japan; a first of its kind in Japan

o Managed a 48-port order entry / order status application for McKesson that provided faster response times for their customers and drastically reduced agent demands

• In addition to PM duties, performed various development tasks as needed by resource demands

o Developed automated reporting using Perl to keep customers informed of daily application performance

o Performed grammar development (both BNF and XML style)

o Performed call flow development on Intervoice iSoft platform using Invision GUI development tool

o Developed in Visual Basic on Windows 2000 servers running Dialogic CTADE (Callsuite)

HTI Voice Solutions, Inc., Marlborough, MA

Project Manager/Developer 1993-1999

• Developed and aided in the design of IVR systems consisting of various applications (order entry/status, store locator, international callback, fax on-demand/broadcast, etc.)

• Performed and/or oversaw development of IVR client systems using Scriptbuilder and C with embedded SQL on Lucent (AT&T) UNIX platform

• Assisted clients with IVR / legacy system integration (3270/5250 emulation, asynchronous or socket-level communication), coordinating all aspects of project

• Served as pre-sales technical resource and worked with clients to design new IVR systems

Skills

Languages: Perl, Voice XML, XML Grammars, Visual Basic, C, Pro*C, SQL, TAS, Pascal

OS/Platforms: InterVoice iSoft, Avaya AIR, Windows NT/2000, UNIX, VAX/VMS

Applications: Intervoice InVision, Audium, AT&T Scriptbuilder, CVS, Oracle, MS SQL Server, Dataflex

Classes: Learning Tree International – Project Management: Skills for Success

Specialized Skills: SpeechWorks speech recognition tools (OpenSpeech Recognizer, OpenSpeech Dialog Modules, OpenSpeech Insight), SpeechWorks Speechify TTS engine, Telephony

Education

NORTHEASTERN UNIVERSITY, College of Computer Science Boston, MA

Bachelor of Science in Computer Science, June 1993

Concentration in Operating Systems

Related Courses: Automata and Formal Languages, Artificial Intelligence, Compiler Design, Computer Graphics, File Structures, Networks, Operating Systems, Software Design

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