A seasoned business professional with a broad project and program management skill-set gained through experience of documentation and software content management projects, programs and services.
Significant experience with software/drivers support life cycle for Global Customer Support Operations.
Extensive experience with Imaging and Printing Group (IPG) Consumer and Commercial and Personal Systems Group (PSG) Consumer products and software product knowledge.
Managed various content projects and programs to ensure content and knowledge readiness at the time of product introductions and new operating systems (Windows & Mac) releases.
New Product Engineer, 01/2009 to CurrentHewlett-Packard － Boise, Idaho
The Software Driver Business Process Management Lead is responsible for ensuring the SWD business processes are documented, measurable, and have assigned owners to maintain and monitor deviations from process goals. Business process management is the foundation for ensuring operational excellence. Key responsibilities include:
Contribute to achieving CSAT/DSAT/TPR goals
Execute ops delivery and quality improvements according to plan
Develop and deploy BPM across all global processes including process mapping, CTQ validation, score card, action and improvement planning thereby driving for a reduced defect rate year-over-year
Align BPM process and score cards to capture the E2E processes for GSCO The Global Content Operations Software Driver Ops Lead has the overall responsibility to meet operational and organizational goals by improving process efficiency, ensuring software content meets customer standards and requirements and meet readiness metrics. Key responsibilities include:
Contribute to CSAT/DSAT improvement by delivering day-to-day operational excellence in the GCO Operations organization with area of emphasis in Software Acquisition and Deployment for IPG/PSG Consumer and IPG Commercial.
Software Deployment, Quality and Process Improvements.
SWD Issues Management and Timely Resolution.
Engage in Teamwork and Collaboration Efforts The Divisional Knowledge Acquisition Program has the overall responsibility of the creation, gathering, aggregation and maintenance processes for both new product introduction (NPI) content and current product information (CPI) updates for all Commercial and Enterprise Global Business Units. Key responsibilities include:
Focus on customer satisfaction and building customer loyalty, and contributing to the overall reduction of HPS support costs
Divisional communication and relationship building ◦ Obtaining the most up-to-date source to begin creation of NPI content ◦ Gather business requirements and facilitate proper implementation ◦ Reduce operational costs by streamlining and eliminating duplicate content creation processes
Vendor management, communication and relationship building
Designing, developing, implementing, and maintaining content creation processes for NPI and CPI
Ensuring content standards, practices and measures are adhered to during content creation and provisioning process
Assemble and communicate program metrics to management and stake holders Managed a variety of new product introduction projects related to support content and knowledge readiness required at introduction date. Key responsibilities included:
Communication: ◦ Primary contact for assigned Divisions ◦ Established strong working relationships with all parties involved with the NPI ◦ Communicated project expectations/status, schedule, processes changes, etc.
Project Planning: ◦ Maintained roadmap of future NPIs ◦ Prepared and maintained Support Information Plans for all NPIs
Content & Knowledge Deliverables: ◦ Managed the identification of all content and knowledge needs for new product introductions, including translation and localization needs ◦ Ensured all content and knowledge adhered to content standards, measures and practices ◦ Ensures content is created and available for worldwide product introduction or product training
Commodity Manager/Project Leader, 01/2000 to 01/2000Network Support & Solutions Group, Inc
Provide consulting services to Hewlett-Packard Support Knowledge Solutions (SKS) group in Boise, Idaho to develop robust, end-to-end processes to integrate identified content types into the existing knowledge base. Key responsibilities included:
Relationship building and networking with a variety of HP organizations worldwide
Project management of a division's content through automated systems to designated publishing destinations
Ability to manipulate current processes and systems, implement the most efficient work around, if necessary, and to manage multiple projects simultaneously
An in depth understanding of SKS's content management processes, web-delivery processes, and database processes
Managed and maintained Print on Demand (POD) Distribution Program ◦ Successfully implemented the POD model for the DeskJet 840, 950 and 970 User's Manuals ◦ Required procurement and negotiation of third party documentation and distribution suppliers Provide consulting services to Hewlett-Packard's LIS Software Deployment Team to develop and implement the CD-ROM media fulfillment program. Key requirements included:
Define and develop content acquisition processes with HP organizations such as Information Engineering, Technical Marketing, Support Knowledge Solutions, and Product Manufacturing groups.
Established the "out-of-box" PCO program
Participated in TQRDCBE vendor reviews
Member of CD-ROM Media HP Corporate Procurement Workgroup
Managed the LIS software transition into SKS. This required strong communication skills and problem solving adaptability to successfully complete project.
IT Production Specialist, 01/1991 to 01/1997State of Idaho Transportation Department, Office of Highway Safety
The overall purpose of this position was to ensure that the State Accident Database System (data collection, processing, storage, and retrieval and report systems) was an efficient, effective database system that contains the highest quality traffic accident data possible and to report data extraction results. Key Responsibilities included:
Maintaining the State Accident database production systems, responsible for editing the database for quality control, detected data errors or system problems and worked with appropriate personnel to correct
Responded to requests for accident data from internal and external data users; prepared reports and computer programs to extract correct information
Supervised (5) Research Data Technicians in processing vehicle collision report forms by setting standard processes and procedures and a forum for change management
Worked with Law Enforcement Agencies Statewide to ensure quality of data by training on the standards of data on the Idaho Vehicle Collision Report form and provided data to communities and agencies
Provided support for local users of the Crash Analysis Reporting System (CARS) software to ensure that they are able to extract appropriate data for reports
Education and Training
CertificationSix Sigma Black Belt Certification - April 2010
Bachelor of Business Administration:Computer Information SystemsHTML Fundamentals - April 1999 Currently 50% complete Bachelor of Business Administration Computer Information Systems
CPI Six Sigma Black Belt Certification Six Sigma Green Belt Certification
of CD-ROM Media HP Corporate Procurement Workgroup
Operations, Training, Deployment, Metrics, Database, Business Process Management, Mapping, Process Management, Topo, Automotive Crash, Change Management, Collection, Crash Analysis, Data Collection, Data Extraction, Quality Control, New Product Introduction, Npi, Issues Management, Process Improvements, Relationship Building, Procurement, Solutions, Business Requirements, Content Creation, Gather Business Requirements, Knowledge Management, Maintenance, Provisioning, Satisfaction, Vendor Management, Engineer, Fulfillment, Marketing, Problem Solving, Strong Communication Skills, Technical Marketing, Product Engineer, Project Planning, Content Management, Documentation, Excellent Multitasker, Integration, Integrator, Networking, Project Management, Publishing, Simultaneously, Brand Marketing, Consumer Products, Customer Support, Drivers, Imaging, Life Cycle, Mac, Microsoft Project, Printing, Program Management, Six Sigma, Six-sigma, Black Belt, Html
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Companies Worked For:
Network Support & Solutions Group, Inc
State of Idaho Transportation Department, Office of Highway Safety
Job Titles Held:
New Product Engineer
Commodity Manager/Project Leader
IT Production Specialist
Certification Bachelor of Business Administration : Computer Information Systems
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