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Avon , MA
RESUME OF QUALIFICATIONS
INDUSTRY CERTIFICATIONS
·
Project
Management Professional (PMP), June 2009
·
Certified
ScrumMaster (CSM), April 2010
·
Microsoft
Certified Systems Engineer (MCSE)—Windows NT 4.0, March 1999
RELEVANT EXPERIENCE
LUCENT
TECHNOLOGIES/OPENet SOLUTIONS,
Senior
Customer Support Engineer
WINDHAM PROFESSIONALS, Salem , NH
EDUCATION
UNITED
STATES ARMY
RESERVE 2/93-1/99
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CARLIE KELLEY
309 Juniper Road
(508)857-9876
carlie@comcast.net
______________________________________________________________________________
RESUME OF QUALIFICATIONS
INDUSTRY CERTIFICATIONS
·
Project
Management Professional (PMP), June 2009
·
Certified
ScrumMaster (CSM), April 2010
·
Microsoft
Certified Systems Engineer (MCSE)—Windows NT 4.0, March 1999
RELEVANT EXPERIENCE
AMERICAN STUDENT ASSISTANCE, Boston ,
MA
Senior Project Manager (03/09-Present)
Serve as project
manager for software development and integration projects associated with the
design, development, and implementation of the next-generation Business System
for American Student Assistance. Track
project schedule and external vendor budget using MS Office suite tools (MS
Project, Word, Excel, Visio). Facilitate
cross-project coordination activities across multiple technical initiatives and
report to Sponsorship group, including CIO.
Directly manage staff to include performance appraisals/reviews.
Key Achievements:
·
Successfully
deployed two full iterations of multi-tenant database in 6 months; prior
database required 18 months.
·
Successfully
deployed first iteration of Business-to-Business (B2B) gateway into production in
3.5 months under budget.
·
Successfully
deployed BizTalk Server as the file processing engine of the company’s
next-generation business system.
Project Manager (Temp-to-perm position) (06/08-03/09)
Served as the
project manager for ongoing continuous engineering (CE) projects in support of
two separate business units. Tracked
project schedule and budget using MS Office suite tools (MS Project, Word, Excel,
Visio), using both traditional and Agile/SCRUM methodologies. Developed
project management tools/procedures to provide standardization to PMO. Directly
manage staff to include performance appraisals/reviews.
Key
Achievements:
·
Successfully
deployed over fifty (50) business-user requested software enhancements.
·
Executed
privacy risk assessment for Project Management Office (PMO).
·
Created
and released recommended performance metrics for PMO.
ENLABEL GLOBAL SERVICES, INC., Mansfield ,
MA
Project Manager
Served as client-facing project manager for
multi-million dollar software development projects for client-specific
deployments using the Software Development Lifecycle (SDLC) methodology.
Tracked project schedule and budget using MS Office suite tools (MS Project, Word,
Excel, Visio). Developed project management tools and procedures to standardize
to PMO.
Key
Achievements:
·
Authored
Project Management Standard Operating Procedure (SOP) for company.
·
Created
budget tracking and project status report templates for use with all projects.
CREDIT CONTROL SERVICES, INC., Newton ,
MA
Implementation Manager (5/07-12/07)
Led client
implementation projects for multi-million dollar financial services contractsActed
as primary contact point between client and company during implementation phase
of project. Facilitated external
compliance audits including formal responses to internal and external
constituents.
Key
Achievements:
·
Designed
comprehensive process for top-priority client implementations with
corporate-level scope.
·
Successfully
led over twenty (20+) client implementation projects, including $100-million
service project.
Segment Manager (12/05-5/07)
Coordinated client
implementation projects for Financial Services division of multi-million dollar
financial services contracts. Generated
monthly performance metrics and provide analysis and strategic recommendations.
Identify areas of improvement for
process and procedure, and lead remedial actions. Served as technical liaison between company
and clients.
Key
Achievements:
·
Designed
and implemented process for executing internal performance and compliance
audits.
SENSITECH, INC., Beverly ,
MA
Supply Chain Manager/Project
Manager (7/04-8/05)
Managed
ERP customization projects to company’s Business System. Reviewed and re-engineered processes for
compliance with ISO 9001:2000 standards, to include work instruction documents
for training. Managed and
directed Inventory Control and Shipping departments for $60-million
company. Executed purchasing/planning
tasks for multiple product families.
Key Achievements:
·
Successfully led six (6) software enhancement
projects to completion during tenure.
·
Improved Inventory Accuracy from ~70% to 99% in 6
months.
·
Implemented full Cycle Count Program within 6
months.
·
Fully integrated newly-acquired product line into
company Operations within 5 months.
Manager, Technical Services (5/02-7/04)
Managed and directed Technical Support department and product repair
team. Maintained customer relationships related to technical
matters. Reviewed and re-engineered
processes for compliance with ISO 9001:2000 standards, to include work
instruction documents for training. Led process improvement initiatives
within Operations division. Coordinated production of support and
reference materials for internal and external customers. Provided
customer-focused input into product development. Served as a senior internal auditor for the
company’s ISO 9001:2000-compliant Quality System.
Key Achievements:
·
Improved issue response/completion time by 33%.
·
Improved service revenue margins from 10% to over
50%.
Customer Engineer (2/01-5/02)
Implemented modern support tools and technology for Technical Services
department. Developed and executed training program for Tier 1 technical
support professionals on emerging technologies. Created support and
reference documentation. Provided field-based technical support as
needed.
Key Achievements:
·
Successfully integrated support of system
architecture from Development to Technical Support
LUCENT
TECHNOLOGIES/OPENet SOLUTIONS, Salem ,
NH
Senior
Customer Support Engineer
Provided end-user support (phone and on-site) to users of Windows
NT-based remote access server (RAS). This included installation/upgrade
assistance, troubleshooting and problem solving of issues related to
proprietary software/hardware and to server and client configurations.
Coordinated all aspects of Return Material Authorization (RMA) process.
RECEIVABLE MANAGEMENT CORP, Woburn , MA
Information Systems Consultant/Account Manager (11/98-9/99)
Performed upgrades to existing computers including operating systems,
printers, network interface cards, sound cards, applications, and Y2K fixes. Sold software maintenance contracts on behalf
of client.
Director of Investigations
Created and implemented centralized organization for Investigations
Department, including operational procedures, payroll, and training programs.
Supervised investigators and oversaw daily operations of department.
Key Achievements:
·
Developed organizational structure, compensation
programs, and procedures for department.
·
Investigational discoveries contributed an
additional $150,000 to monthly recoveries.
EDUCATION
M.I.T.—SLOAN
SCHOOL OF MANAGEMENT 2010-Present
Executive Certificate of Management & Leadership
Program
SALEM STATE
COLLEGE, Salem, MA 9/03-Present
Masters of
Business Administration Program (Concentration:
OM/MIS), GPA: 3.8
UNIVERSITY OF LOWELL ,
Lowell , MA
Bachelor of Arts - Major: Political Science, Minor: French Language
MILITARY SERVICE
UNITED
STATES ARMY
RESERVE 2/93-1/99
Highest Rank Held: E-5/Sergeant (SGT)
98G2L0RU: Signals Intelligence Interceptor, Russian.
97B2L0: Counterintelligence Agent
¨ Proficiency in Russian
Language ¨
Top Secret (SCI) Security Clearance
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