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Ruby Bruist
ruby@airhartweb.com
Professional
Profile
Project Management Professional (PMP)
Microsoft Certified Systems Engineer
(MCSE)
Microsoft Certified Systems
Administrator (MCSA)
Information Technology Infrastructure Library
(ITIL)
IT Program/Project Manager
Strategic
IT project and program manager with proven experience in developing cutting
edge technology and managing projects for government, finance, aerospace, and
IT companies in the computer technology industry. Passionate leader with a strong
ability to build effective cross-functional teams to achieve crucial company
objectives. Expertise in customer
management, leveraging IT resources, and creating models that maximize
production and increase profitability.
Career
Highlights
Generated a 40% increase
in customer satisfaction while serving as the technical contact and advisor to
the State of California CIO
Achieved positive results
for increasing customer satisfaction and sales (in some cases by as much as
400%), while serving as the Critical Situation Manager for Microsoft State and
Local Government division.
Earned numerous top
contributor awards for team management, crisis management, customer
satisfaction, and the authoring of articles and documents.
Established new consulting
and support teams in California Massachusetts
Team lead for State of California
Critical Situation Manager
for Microsoft State and Local Government division, achieving very positive
results for both Microsoft and customers, increasing both customer satisfaction
and sales dramatically
Member of the MCSE
Editorial Examination Board for Windows NT 4.0 and Windows 2000
Core Competencies
Project Management Challenge
Resolution Quality
Assurance
Customer Service Organizational
Architecture Team
Leadership
Cost Analysis Strategic
Planning Operations
Professional
Experience
Air Hart Web Design—Acton , MA
Consultant,
attending Boston University
·
Governmental compliance
for financial institutions
Implemented Sarbanes Oxley, HIPPA and
GLA compliance for web, services and e-mail for banks and insurance
institutions
·
Security
design and implementation for commercial web sites
Managed the design and implementation
of secure web sites and portals for commercial web sites including DMZ, SQL and
links to secure payment options
Microsoft
Corporation—Waltham , MA
Technical Engagement
Manager (2005-2007)
Areas
of Technical Expertise:
·
Managed
projects and consulting engagements for 17 financial accounts in the New
England Financial Services division, opening a new area focused on the middle
tier corporate space, as well as scoped, designed and created contract and
documentation for all engagements in the segment.
·
Managed
Lotus Notes to Exchange migrations, including security design with PKI implementations. Managed Web Portal design and
implementation, Customer Relationship Management (Microsoft CRM ) Product integration and systems design, storage
design and recovery solutions.
·
Developed
numerous engagements in the infrastructure and collaboration consulting arena
including both existing and new infrastructure, as well as organizational
realignment.
Microsoft
Corporation—Sacramento , CA
Technical Account
Manager (1998-2005)
Areas of
Technical Expertise:
·
Integrated
security
·
System
recovery
·
System
design and architecture
·
Domain
migration and integration
·
Storage
management solutions, local and remote
·
Data Center
·
Staff
architecture and modeling
Position
Highlights:
·
Managed
a complex scope of support issues for Premier Support enterprise customers by
acting as a technical and management resource to assist customers in the use,
support and implementation of Microsoft solutions.
·
Ensured
the highest level of customer satisfaction by understanding and identifying
root issues and needs through a strong working relationship and efficient
customer management.
·
Worked
with team members to ensure correct levels of training and mentoring,
establishing consistent processes and delivery to all regional customers.
·
Local
critical situation manager for regional customers, establishing management
communications, technical resource identification and managing customer
satisfaction
·
Security
lead for Microsoft Corporation for State and Local Government
·
Architect
and team lead for State of California
EDD Active Directory
·
Numerous
top contributor awards for team management, crisis management, customer
satisfaction and the authoring of articles and documents
·
Keynote
speaker for numerous State of California
·
Technical
contact and advisor to State of California
CIO
·
Delivered
numerous security seminars, assessments and classes for a broad range of
governmental agencies at the state and federal levels
Microsoft
Corporation—Redmond , WA
Beta Support Lead
Engineer (1997-1998)
·
Staffing
·
Critical
Situation management
·
Problem
resolution and solution coordination
·
Sign
off authority
·
Documentation
coordination and design
·
Documentation
design and coordination
·
Help
systems design and content for Windows 2000
·
Determination
of certification requirements
·
Domain
design and implementation
·
Infrastructure
migration and integration
·
Security
design and implementation
Position Highlights:
·
Responsible
for the end-to-end communications regarding beta test programs, leading to the
release of operating systems and Back Office applications. As lead, also
managed twenty-one team members and had management responsibility for the
development of support matrices for all new products. Responsibilities also
included documentation design, program management feedback, and problem
identification and resolution of issues reported by customers external to
Microsoft. The position also included sign-off authority for all products
shipped, certifying the readiness of both product and support staff.
·
As
Lead Beta Support Engineer for all Windows and Back Office 2000 projects, managed
the release of all Windows NT Service Packs for the enterprise support teams,
including the coordination of test and sign-off processes with the Back Office
support teams, MTS, Premier Support and the various specialty groups in the
Enterprise Support organization.
·
Interfaced
with release managers on supportability, cost of support and customer impact,
reducing the cost of support by millions of dollars by using advanced design
modeling and cost/benefit analysis of bugs and bug fixes.
·
Reviewed
and analyzed ongoing top 20 issues, briefing senior management on the Windows
2000 beta status including technical, time, cost/benefit and financial analysis.
·
Managed
and designed a hot-bug process with the Windows development team, working with
major corporate sites to fix critical errors during the Windows NT beta process
and resolving bugs preventing testing of the products.
·
Coordinated
all reviews of courseware, manuals, resource kits, supportability and MCSE
examination materials for Windows 2000.
·
Reviewed
and edited all sections of the Windows 2000 resource kit as well as all error
messaging and documentation.
Microsoft Corporation—Redmond , WA
Windows
NT Support Lead (1995-1997)
Position Highlights:
·
As
beta and team lead for Windows NT projects and development cycles for both the
systems team and support organizations, supported major corporate customers
with ongoing issues, escalations and proactive prevention planning.
·
As
contact point for product group and support organizations for all critical
customer issues, reviewed issues with Program Management for all Windows NT
beta releases, including all major releases, clustering, enterprise server,
Novell interoperation networking tools, sniffers, and advanced network
protocols.
·
Developed
courses for unattended set-up, troubleshooting and set-up architecture.
·
Assisted
in developing the Stop Screen Troubleshooter and the Recoverability
troubleshooter for Windows NT and Windows 2000.
Education &
Professional Development
BA, History/ Economics - Austin College
Boston
University Certificate in Project Management (pending)
Certifications: MCSE, MCSA, ITIL, PMP
Professional
Affiliations & Associations
Awards &
Achievements
ECU Premier Support Top Contributor Ÿ Publications and Organizational Development Work (1996)
Outstanding Contributor Ÿ Technical Account Management, Microsoft State and Local Government
(2004)
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