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Greater
Atlanta Area
(706)
408-9876
kayton@earthlink.net
SUMMARY
Business
Analytics Manager
More
than 15 years of experience in analytical application development program
management with concentration in high technology manufacturing, global sales,
and services,
·
Drove
the business modeling, requirements, and project management workflows on
multiple Business Intelligence platform and application development
initiatives;
·
High
technical proficiency with Data Analysis and Visualization methods and tools;
·
Demonstrated
competence in Black Belt Continuous Improvement methods and tools.
Prior
military service in the United States Navy,
·
Overcame
numerous leadership and management challenges while serving as Executive
Officer and Chief Engineer of multiple marine diesel-electric, gas turbine, and
steam turbo power plants;
·
Gained
strategic program analysis experience in the role of Operations Research
Analyst while assigned to the Center for Naval Analysis in Alexandria VA;
·
Fostered
cooperative relationships with our naval allies and other cultures during
overseas deployments to the Europe, Middle East, Africa, and Asia Pacific
regions.
EDUCATION
·
Master
of Science in Operations Research, Naval Postgraduate School, Monterey CA, 1986
·
Bachelor
of Science in Operations Research, United States Naval Academy, Annapolis MD,
1979
METHODS
& TOOLS EXPERIENCE
·
Analytical
Modeling and Simulation with Analytica and iThink;
·
Data
Analysis and Forecasting with MS Excel;
·
Data
Mining and Statistical Modeling with CART, Poly-Analyst, Minitab, and SAS
Enterprise;
·
Data
modeling, Use-Case Diagramming, and Business Process Mapping with MS Visio;
·
Business
IntelligenceReporting with OBIEE, Business Objects Web Intelligence, MS SQL
Server SSAS and SSRS;
·
Visual
Analytics withQlikview andTableau;
·
SQL
query development with T-SQL andMS Access.
PROFESSIONAL
EXPERIENCE
Independent Consultant
2010
to Present
For
a leading provider of co-location data center and network communications
services:
·
Performed
modeling and strategic choice analysis of alternative data center
configurations for the Equinix Corporation, the leading provider of co-location
data center services. The model included
prediction and sensitivity analysis of profitability by fraction of data center
newly allocated to high power density cabinets.
For
a major network communication systems company:
·
Developed
operational reports and dashboard to assess the performance of global support
contract renewals performance and improvement of key account management which
included the ranking of renewal opportunities by expected revenue to improve
internal sales effectiveness and the scoring key accounts on the basis of
abnormal service interruption frequency to improve account management resource
utilization.
For
a services innovation industry consortium:
·
Developed
a system dynamics simulation model to predict the return on investment in terms
of service delivery cost reduction from the adoption of knowledge-centered
support (KCS) best practices scenarios.
Internal Consultant
Hewlett-Packard
Company, Palo Alto CA
2001
to 2009
Selected
to lead product global services sales and delivery related continuous
improvement programs and solution development projects:
·
Managed
a service contract sales performance scorecard proof of concept for the Vice
President of Global Services. The
metrics provided a consistent view of service attach, penetration, and discount
rate trends across all delivery channels, markets, and product families
worldwide—a first for the company.
·
Developed
a text data mining application for Nonstop Services to recommend professional
services to customers participating in HP’s pro-active service plan portfolio—output
was used to improve customer competency and self-sufficiency and reduce support
cost which supported HP’s shift to a pro-active service delivery model.
·
Developed
an analytical model for the Vice President of HP Services Finance to evaluate
the cost of alternative human capital location strategies—output was used to
quantify the financial benefit of off-shoring various functions.
Master Black Belt
Compaq
Computer Corporation, Houston TX
1997
to 2001
Received
formal training in continuous improvement methods and tools and thereafter led
or provided consulting on several business intelligence and knowledge management
solution development projects:
·
Managed
a project to integrate all Compaq Computer Corporation, Digital Equipment
Corporation, and Tandem Computer Corporation service delivery transaction data
to the Enterprise Data Warehouse—was responsible for over $2M of allocated IT
budget. Championed the use of Earned
Value Analysis to provide accurate project schedule and cost estimates to
Management;
·
Led
the business analysis and project management workflows associated with a major
release of the global services knowledge-centered support problem management
application—conducted pre- and post-deployment return on investment analysis
confirming a support cost reduction of 30% due to problem solution re-use.
Quality Manager
Tandem
Computer Corporation, Cupertino, CA
1994-1997
Responsible
for the program management and development of the Field Quality Metrics used by
the joint Manufacturing and Engineering Quality teams to drive improvement in
product reliability, vendor parts quality, service delivery quality, cost
management, and customer satisfaction with Tandem Computer mainframes and
peripherals:
·
The
metrics were instrumental in identifying high failure rate products and root
causes that helped focus quality improvements and drove warranty accrual
expenses to less than 2% of revenue, well below the standard 5% or greater proportions
observed at that time;
·
Developed
the algorithm and decision support application used by Software Engineering to
re-prioritize change requests that reduced customer escalation complaints by
95%;
·
Led
the business analysis and project management workflows associated with the new
development of a support profitability data mart—the business intelligence
output was used by product management to make strategic decisions concerning
support end of life that resulted in significant revenue preservation and
customer loyalty due to Tandem’s ability to command a higher price point for
extended life contracts;
·
Produced
the forecasts of global contact center call volume, accuracy was typically
within 5% of actual volume and trusted by the Vice President of Customer
Support to determine the annual budget for required staffing.
CORPORATE
ACCOMPLISHMENTS
·
Model,
Methods, and Tools for Continuous Improvement, Associates in Process
Improvement, 1998
·
Schedule
Optimization Techniques for Managers, University of Santa Cruz Extension, 1998
·
Analytic
Planning for Project Success, University of Santa Cruz Extension, 1998
·
Compaq
Quality and Customer Satisfaction Black Belt, 1998
·
Nonstop
Manufacturing Quality Award, 1999
·
HP
Invent Program Manager, 2000
·
“Allocation
of Tasks to Specialized Processors, a Planning Approach”, European Journal of
Operations Research, Vol. 126, 2000
PROFESSIONAL
MEMBERSHIPS AND AFFILIATIONS
·
Institute
for Management Science and Operations Research (INFORMS)
·
Consortium
for Services Innovation (CSI)
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