Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download
University of Puget Sound
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Professional
Summary
Project, Process, and People Manager with more than twenty
years experience in software development, consulting, and Information
Technology. Proven communicator and facilitator with exceptional written and
verbal skills able to bring accord to the different needs of diverse groups.
Business Analyst, and process-minded consultant with 10+ years of proven
success with his clients, well versed across the full development and
implementation lifecycles and within various modules including Sales, Finance,
HR, CRM, Operations, Customer Support, and others. Wide experience with major
business technologies provides a unique ability to bridge the gap between
business and IT organizations. Trainer and Instructor responsible for classroom
instruction and corporate training sessions for Accounting, Project Management,
and Business students.
Experience
ITT Technical Institute 2011
- Present
Adjunct Instructor
·
Develop
and deliver Accounting, Business, Finance, and Project Management courses. Responsible
for measuring student learning outcomes, developing curriculum, assessing and
improving student learning and evaluating course efficacy.
·
Experienced
teaching with a variety of classroom technologies. Proven expert teaching and
relating to students from diverse academic, socioeconomic, and cultural
backgrounds.
SmartPath LLC 2009
- 2011
Consultant, Business Analyst, and
Instructor
·
Consultant and Business
Analyst responsible for analysis and suggested process improvements for all
phases of clients operations. Documented existing processes for call routing,
PBX / ACD / IVR systems, workforce management, CRM / ERP applications,
Ecommerce, customer satisfaction, disaster recovery, vendor management,
budgeting and accounting. Developed proposal for providing best practices
support and short and long term roadmap to achieve goals.
·
Instructor responsible
for development and delivery of Project Management, PMP Review, Customer
Service, Leadership Development, Presentation / Training, and Microsoft
applications classes.
Intellitax 2002
- 2008
Director of Customer Support
·
Managed $3.7 million budget and staff of
150+ subordinates. Responsible for all aspects of Customer and Stales support,
and Call Center Support Center
·
Project Manager for multiple, simultaneous
Software Development projects using cross functional teams in matrix
environment. Led projects involving module development, testing, and
documentation, implementation of Tiered Support, Defect Management, Root Cause
Analysis, Stakeholder Notification, Process Improvement, Change Management, and
Disaster Recovery.
·
Project Manager for purchase,
implementation, and maintenance of multisite phone system. Responsible for procurement,
all project planning and milestones, and user acceptance testing. Developed and
implemented all processes related to skills based routing, Workforce
Management, PBX / ACD setup, reporting, and backup.
·
Project Manager for development of
internal CRM application. Developed product vision and roadmap, and socialized
project goals to executive team. Responsible for project plan, budgeting,
resource assignment, risk assessment, communications, and reporting on project.
·
Enhanced management decision making by
developing metrics using key performance indicators to better measure
department performance. Instituted Service Level Agreements, assignment matrix,
elevation and escalation processes, and process improvement concepts to
development and support teams.
·
Developed Knowledge Base (KB) technology
and all tools related to producing, updating, and reviewing KB articles.
Responsible for self help customer website and internal KB content.
·
Built remote customer support team, hired
manager, and developed all processes related to day-to-day and peak season
operations. Implemented Quality Coaching team and Support Analyst Balanced
Scorecard.
·
Developed Tier 1 Sales team and
implemented all processes related to handling inbound and outbound calls.
·
Responsible for internal and customer
training and all product documentation
·
Developed
Defect Management process and all related reporting, change management, root
cause analysis, and stakeholder notifications. Developed all processes for
Service Level Agreements, assignment matrix, elevation and escalation,
stakeholder notifications, change management, and process improvement.
Herrick Douglass 1998
- 2002
Service Delivery Manager, Consultant, and Project
Manager
·
Managed outsourced support for six clients. Developed and implemented all
processes providing IT, desktop, vendor management, and application support.
Planned, managed, and reported on all phases of support and responsible for
hiring, training, facility, disaster recovery and day-to-day activities of 15 support
analysts.
·
Project Manager of consulting teams performing IT and Helpdesk Services
projects. Managed teams of four to twelve analysts located on client sites and
directed and directed all phases of project including planning, tracking, and
reporting to client management. Developed and responded to Statements of Work
and Requests for Proposals. Managed client expectations and negotiated price
adjustments due to changes in scope.
·
Project Manager for Support Center Consolidation project. Examined and evaluated
existing CRM / ERP / PBX / ACD / IVR systems and processes for consolidation of
regional support into a single national single point of contact. Recommended
and aided in the implementation of systems and processes for consolidated help
desk. Managed project team of three analysts located on client site and responsible
for all phases of project.
·
Relocation Project Manager responsible for all phases of two organizational
facility moves including logistical planning, stakeholder notification, vendor
procurement and management, and installation of over fifty workstations without
disruption in client service.
·
Business Analyst reviewing client operations and suggesting process
improvements for budgeting, cost assignment, staffing, payroll, facilities
management, and IT.
Orrtax Software
Solutions 1997
- 1998
Electronic Filing Approval Consultant
Responsible for all phases of the
testing and approval of Electronic Filing software. Examined, documented, and
improved data layout and formats. Developed the tools and managed all processes
and reporting required to obtain authorization from forty two separate state
taxing authorities.
SCS/Compute 1983
- 1997
Director of Product Support, Program Development
Manager, and Analyst / Programmer
·
Responsible for $1+ million budget
and more than 50 staff responsible for all aspects of product, internal, and
software support, customer communications and complaints, facilities, vendor
management, QA / QC / User Acceptance testing, electronic updates delivery,
on-line bulletin boards, newsletters, and webpage.
·
Program Development Manager
responsible for team of twenty tax professionals, computer programmers, and
temporary testers to develop, test, support and document state, federal, and
business tax software.
·
Project leader for development,
documentation, and maintenance of streamlined release procedures used to
deliver more than 400 software products to remote productions facility. Time
required for product release reduced by more than 50%.
·
Supervised development, testing,
and customer support environments, including Windows, DOS, Novell, Macintosh,
and Unix networks. Responsible for annual projects to purchase, upgrade, and
maintain over 250 workstations. Responsible for facility, reception desk, and
disaster recovery.
·
Team Lead, Analyst, and Programmer
responsible for development of software products, Performed user analysis,
developed and translated complex business requirements into actionable features
and deliverables.
·
Analyst / Programmer responsible
for development of tax software programs under inflexible budget and time
constraints. Responsible for specifications, program code, testing,
documentation, and customer support.
Education
Additional
Information
·
Project Management Professional certified by the Project Management Institute. Expert at
leading both small and large cross functional teams and managing multiple
simultaneous projects
·
Microsoft Certified Technology Specialist (MCTS) and
an expert at the use of Word, Excel, Access, PowerPoint, Visio and Project. MS
Certified on Project 2007, Managing Projects.
·
Certified Help Desk Manager by the Help Desk Institute, and proven customer
advocate and expert at designing best practices customer support and providing
best in class client focus.
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