Project Manager Customer Service
Resume:
GORDON H BARNA
Sewickley, PA ****3
*****.*****@*****.***
PROFESSIONAL SUMMARY
Thirty years of successful account and project management experience. Well versed in; initiating, promoting, and managing multiple projects/accounts as well as development of business strategies.
PROFESSIONAL EXPERIENCE
Mindteck, Pittsburgh, PA
Senior Project Manager, 2012
• Highmark: Responsible for the direction, leadership and accountability for both internal and
external projects. Responsible for defining project objectives and measures to be tracked by the
business owners, as well as developing and maintaining detailed project plans. Assist team
members in identifying and resolving project problems, escalating issues when necessary, and
facilitate decision-making.
Computer Aid, Inc., Pittsburgh, PA
Service Delivery Manager, 2008 to 2011
• Highmark: Responsible for managing projects for legacy mainframe applications, as
well as PowerBuilder Web clients.
• Federated Investors: Responsible for managing projects for content management
systems, quarterly investor catalogs, legacy systems, and contracted project managers.
• FedEx: Responsible for managing a Strategic Web based project interfacing with legacy
systems that manages packages and handheld scanner content for FedEx drivers.
Verizon Wireless, Pittsburgh, PA
Manager National Strategic Accounts, 2003 to 2008
• Responsible for managing the overall activities of a team of Account Liaisons and
Account Coordinators for a defined group of major accounts in order to insure growth
and profitability.
• Deliver solutions-based wireless programs based on customer requirements.
Customer Service Supervisor, 2002-2003
• Responsible for managing a team of customer service representatives with the goal of
ensuring optimal productivity and customer satisfaction.
• Responsible for staffing and scheduling of resources, training, and performance reviews.
CIBER, Inc., Pittsburgh, PA,
Engagement Manager, 2001 – 2002
• Responsible for the development of proposals and RFP’s, pre-sales analysis,
business requirements, and client presentations.
• Responsible for managing multiple projects that include Business Intelligence,
Web development, and Architecture Assessments.
TechRx, Pittsburgh, PA
Manager of System Implementations, 1999 - 2001
• Involved in Sales and Marketing efforts, as well as new product development.
• Responsible for multi location implementations of; Internet, Central Fill, “Core” Pharmacy
Systems, and all Third Party System Integration: Automated Dispensing Systems,
Accounting, Finance, and Network / Infrastructure projects.
Project Manager, 1998 - 1999
• Responsible for major client engagements. Evaluated client technology requirements,
defined approaches, and achieved project objectives through the efforts of Client Project
Teams and CDS Staff Consultants.
• Provided technology integration solutions for the E-Commerce, Internet, Interactive
Voice Response systems, Fax services, Credit Card authorizations, and Financial
systems with the CDS Elite Mail Service Pharmacy system.
Actium,Inc., Wexford, PA, 1996 – 1998
Director of Project Teams
• Responsible for major client accounts. Evaluated client technology
requirements, defined approaches, and achieved project objectives through the efforts
of Project Leaders and Staff Consultants.
• Actively participated in project management through Project Leaders, guided and
developed Project Leaders as well as Staff Consultants, performed annual performance
appraisals, and conducted Staff as well as Client training
sessions.
• Provided sales support in the form of technical counseling, proposal development and
participated in sale presentations.
• Worked with Actium Corporate and Branch management to maximize profitability goals
As well as assisted with technical directions of the company.
ANSYS, Inc., Houston, PA, 1995 – 1996
Manager of Software Development
• Performed a complete re-engineering of the IT project management/deployment
processes and the current installed program and database systems.
• Key areas of concentration; enterprise strategies, design control, process reviews,
Quality systems, software testing, contract/vendor control, management accountability,
training, documentation, and ISO 9000 standard conformance.
• New applications implemented; Web enabled International Sales Automation.
ServiStar Corporation; Butler, PA, 1989 – 1995
Configuration Manager
• Provided versatile PC-based system for Retail Data Services within the Distributor
Owned hardware company.
• Managed development projects, supervised development staff, participated in detailed
requirement analysis and specifications.
• Key Projects
• Client/Server technology integration. Developed a common methodology for Client/Server and Desktop Databases. Conversion of a DOS-based Departmental information system into one of the components in the Client/Server system. Current tools evaluated were Delphi, Paradox, Clarion, and Oracle.
• Built and maintained a large Departmental Database system for Retail Data Services. Major database components consisted of Sales Order Entry, Sales Automation, Inventory Management, Help Desk, and Multimedia CBT systems.
• Responsible for supporting 700 plus Novell networks with hardware maintenance and the distribution of 40 to 50 new IBM workstations a month.
• Managed the development and deployment of the ServiStar TRACK Rental POS/
Accounting system used in Grand Rental Station stores.
MANAGEMENT/INFORMATION SYSTEM CONSULTANT, 1984 – 1989
Performed Management Consulting services to a diverse national clientele including;
Alabama Power, 3M, GM, Sears, Ameritech, Honeywell, IBM certified vendors, and Lockheed Electronics.
• Evaluated formal and informal operating systems; MVS, Unix, MS/DOS, and manual systems. Conducted process flow, productivity, and capacity studies.
• Enhanced and or designed systems for Forecasting, Inventory Control (MRP), Capacity Planning, Manufacturing, Maintenance, Production Scheduling, Operations, Accounting, Outage Management, and Quality Control.
EDUCATION
West Virginia University, 1980
B.S. Agri-Business
Robert Morris University, 2007
MBA: Management & Finance
HONORS
Eagle Scout
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