Project Manager Customer Service

W. Jeffrey Gilkey

**** ********** ***** *****

Charlotte, NY 28269

704-***-**** Home

704-***-**** Cell

********@*****.***

SUMMARY: A professional with diverse Information Technology experience in private industry and consulting. Adept in identifying and solving complex IT issues using proven process improvement techniques and methodologies.

PROFESSIONAL EXPEREINCE:

Senior Change Manager – Consultant Bank of America, Charlotte, NC

March 2010 to present

• Perform end to end Change Management responsibilities for initiatives in the Middleware space of Global Banking Markets and Wealth Management Technology and Operations.

Senior Project Manager – Consultant Wells Fargo Bank, Charlotte, NC

November 2009 to February 2010

• Directed projects to support the conversion of Wachovia Securities to Wells Fargo Advisors.

• Addressed the merging of Brokerage IRA functions for both banks.

• Followed a development and process improvement methodology based on PMBOK as its foundation in a matrix development environment.

Senior Project Manager – Consultant Wachovia Bank, Charlotte, NC

September 2006 to January 2009

• Directed the development of a web based Service Offerings Catalog for the Mainframe and Data Center Services (MDCS) group of Wachovia following the best practices ITIL guidelines set forth by Wachovia.

• Coordinated the incorporation of selected MDCS service offerings into a service request management workflow tool.

• Developed a documented, sustainable process to address the remediation of asingle corded equipment in the major data centers.

• Directed the installation of the BMC Enterprise Performance Assurance software on all of the production servers by working to identify all UNIX, Linux and Windows Operating Systems.

• Directed the definition of the current state of data storage services in the areas of primary storage and operational recovery by validating the existing service details of five business applications with each application’s respective support manager.

• Performed a feasibility study to determine what cost savings and cost avoidance could be achieved throughout the consolidation of SQL servers throughout Wachovia.

Project Manager/Change Manager – Consultant Bank of America, Charlotte, NC

August 2005 to September 2006

• Directed a project that addressed the process improvement of over 23 functions for the Corporate Security group following a development and process improvement methodology that used Six Simga as its foundation.

• Directed multiple projects range to support the conversion of MBNA to Bank of America including e-commerce/on-line banking functions for business credit and debit cards.

Vice President/Change Manager Bank of America, Charlotte, NC

July 2004 to August 2005

• Directed the enhancement of the consumer secured card to allow the card to be marketed to a larger base of consumers.

• Directed the enhancement to the student consumer card that allowed the cared to be marketed to a larger base of students.

• Directed change in terms for a line of credit and debit card offerings allowing the bank to increase revenues by updating the processes used to apply and collect card charges and user fees.

Senior Project Manager - Consultant Bank of America, Charlotte, NC

July 2003 – July 2004

• Directed the enhancements to the commercial Voice Response Unit (VRU), enabling customer service representatives to reduce the time needed to service customers and increase the number of calls served per service representative.

• Directed the conversion of customers from consumer cards to business cards enabling the Bank to increase business card revenues.

• Directed the development of a process to cross sell business card products enabling marketing representatives to better service customers and increase card revenues.

• Directed the enhancement of a co-brand rewards program allowing the card issuer and the Bank to increase card revenues.

INDUSTRY APPLICATIONS: TOOLS/METHODS:

Utilities Life Cycle Project Management

Healthcare Requirements Management

Publishing MS Office Suite

Banking Visio

Financial Services Planview

Big 5 Consulting Services STAMP

Insurance Clarity

Manufacturing Microsoft Project

Government Business Integration Methodology

E-commerce Method 1

Business to business JAD

Waterfall Methodology

Iterative Development

Oracle, DB2, IMS, IDMS

Six-Sigma

CASE Methodologies

RAD

SharePoint

PMBOK

Lotus

EDUCATION:

Athens State University B.S. in Business Administration

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