Various levels of leadership and project/program management over the last 20 years to include -Service Delivery Manager, Resource Manager, Help Desk and Mail Processing Manager, Program Manager, Project Manager and Team Leader
Extensive knowledge in Automotive and Finance industries
Strong leadership skills.
Budgeting and the use of financial systems.
Process and Productivity improvement.
Lean Six Sigma.
All versions of Microsoft desktop and server operating systems from 3.1 to current, including IIS and Active Directory.
Unix and Linux experience including Apache and various mail servers.
Microsoft productivity software including Word, Excel, Access, Power Point, Project, Publisher and Sharepoint.
FileNet suite of products
Networking from running cable to configuring cisco switches.
Hardware configuration, procurement, setup, diagnosis and repair.
AIIM certified ECMP and ERMP
Experience in Manufacturing, Financial, Steel Production, Transportation, Insurance and Health Care Claims.
Clients to include: MERSCORP Holdings, Inc, General Motors, Detroit Diesel, Arcelor Mittal Steel, Group Health Incorporated, Towers Perrin, AC Delco, Michigan Department of Transportation, State of Michigan Unemployment Agency, Freightliner.
Experienced in contract negotiations and pursuits.
PMP and ITIL v3 Expert Certified.
Resource Manager05/2013 to CurrentHewlett Packard/EDSPontiac, MI
Monitor employee performance and provide feedback, coaching and mentoring.
Manage salaries, bonuses and budget.
Screen, interview and hire new employees.
Develop performance improvement plans as needed and work with underperforming team members on improvement.
Service Delivery Manager01/2011 to 05/2013Hewlett Packard/EDS MERSPontiac, MI
Responsible and accountable to the Account Executive for the product and service delivery of all projects within the program, multiple non-related projects, and service delivery of multiple applications Responsible for negotiating commitments and for solving program issues and escalated project issues Created and oversaw internal agreements for contractual delivery of services (i.e.
Work Force Agreements, Service Level Agreements, others), in coordination with the Service Lines Responsible for staffing program and projects Monitored program revenue and expense relative to contractual commitments Leveraged and actively supported HP best practices, common tool sets and standard global delivery processes Communicated delivery status, service excellence indicators, and client feedback to applications senior management, client executive and program/project team members Developed and managed compensation plans for team members based on contributions to the program.
Monitored team member performance and provided recognition and coaching as appropriate Provided final approval for application changes and releases into production Worked directly with multiple levels of customer leadership including the Executive VP and CEO Determined growth opportunities and sold new business Performed incident management with high level issues.
MERS Help Desk and Mail Processing Delivery Manager09/2008 to 01/2011Hewlett Packard/EDSPontiac, MI
Interfaced with MERS Client at multiple levels including presenting to Executive and Senior Vice Presidents Managed staffing levels and workloads across 3 locations in 2 countries with 10 supervisors and a head count of 250+ Liaison between the MERS Help Desk and the MERS Customer Established and refined processes, procedures and work instructions across various locations Determined need and approved over time to meet service levels Tracked performance to SLAs and implement corrective actions if necessary Led Lean Six Sigma initiative and implemented numerous productivity and quality improvements that allowed us to achieve the quality target expected by our client within the first 3 months while improving productivity and system uptime Determined need for system and tool enhancements Worked with the Kofax, FileNet, IVR, PeopleSoft and Phone teams to establish requirements and implement change requests Worked with Trainers and Quality assurance to ensure that agents are being trained in the proper processes and that critical quality factors are being tracked and reported properly with appropriate corrective actions Worked with account executive to reformulate SLAs for contract negotiations Crafted new solutions to reduce the customer's costs and improve HPs margin Managed system outages and try to minimize impact across all help desk systems.
Production Support Team Leader03/2005 to 01/2011Hewlett Packard/EDSPontiac, MI
Managed technical employees including assignments, reviews, and recognition Mentored team members in processes and project management Managed FileNet and Documentum production support at a program level Leader of RTOPs (Response to Operational Problems) across our organization Responsible for onboarding new production support projects following ITIL like processes Developed new processes to improve quality and productivity Reduced severity 1 incidents year over year Managed development changes in support of projects already in production Developed a support model to save EDS and Customer money while maintaining very high quality.
Project/Program Manager01/2000 to 03/2005Hewlett Packard/EDSPontiac, MI
Managed development and production support projects Developed schedules using Microsoft Project Followed CMMi level 3 approved process sets Tracked and reported metrics Managed projects to ensure that they were completed on time and in budget.
Team Leader Group GM01/1997 to 01/2000EDSPontiac, MI
Team leader at Pontiac and Warren sites supporting Car and Truck field engineers.
Worked as a liaison between field engineers and design release engineers to repair customer vehicles and recommended changes to reduce warranty costs.
Worked with dealerships to determine appropriate vehicle repairs.
Bachelor of Business Administration1 1991Western Michigan UniversityKalamazoo, MI
PMP certified by Project Management Institute ITIL V3 Expert Certification ITIL V3 Foundations Certification ITIL V3 Service Operations Certification ITIL V3 Service Design Certification ITIL V3 Service Transition Certification ITIL V3 Continual Service Improvement Certification Expert in disaster, outage and crisis management.
Active Directory, Apache, Budgeting, budget, cable, coaching, Hardware configuration, contract negotiations, crisis management, Client, delivery, diagnosis, Documentum, senior management, FileNet, financial, Help Desk, HP, HPs, IIS, ITIL, IVR, leadership, leadership skills, Team leader, Linux, mentoring, Access, Excel, mail, money, Power Point, Microsoft Project, Publisher, 3.1, Word, negotiating, Networking, operating systems, Oracle, PeopleSoft, presenting, processes, procurement, Project Management, quality, Quality assurance, repairs, servers, Six Sigma, Service Level Agreements, staffing, cisco switches, Phone, Unix