Seeking an opportunity to use my diverse IT supplier contract and service management skills to make a significant contribution to an IT infrastructure services offering.
Highlights
Experienced IT contracts negotiator
Excellent communication skills
Possess critical thinking skills
Strong research & analytical abilities
Understand confidentiality
Solid organizational habits
Accomplishments
Achieved $5M in contract savings through careful evaluation of supplier options & pricing structures.
Developed a successful customer advocacy program to significantly improve Verizon's relationship with the customer's regional IT groups.
Experience
Third Party Vendor Manager, 08/2008 - Current Exelon – Jefferson City, MO,
Manage the contract renewal efforts for third party vendor maintenance and software licensing agreements in support of a multi-million dollar account.
Lead RFP negotiations for new contract requirements in partnership with the business owner, legal, sourcing and finance to achieve the best value for the customer.
Contract negotiations role: 1) draft business requirements, 2) seek & review competitive bids, 3) negotiate terms & pricing, 4) provide contract cost analysis, 5) Statement of Work gap analysis, 6) recommend options, 7) write the business case for management approvals.
Maintain supplier contract summary information in SharePoint to provide key data to a limited team.
Collaborate with vendor account managers to identify chronic service delivery issues, their root causes and implement service improvement plans.
Manage the business relationship with each supplier; participate in monthly reviews and lead bi-weekly status calls.
Planned, developed and built the Program Management Office for Verizon at Weyerhaeuser according to the contract requirements for a wide range of key functions; e.g. asset management, logistics, process documentation, finance, circuit provisioning, process documentation, ITIL program, and monthly governance.
Worked in tandem with the customer to document process work flows for each function within the program.
Transitioned my management duties and processes to a steady state manager.
Sr Business Analyst, 03/2006 - 03/2007 Siemens Business Services @ Microsoft – City, STATE,
Developed and managed the MSN Global Advertising monthly scorecard containing key metrics used by management to make strategic advertising decisions.
Automated five manual processes leveraging Excel & SharePoint, shortening the reporting cycle, improving information accuracy, and creating more time for critical analysis.
Sr Program Manager - Call Center Analyst, 2005 - 11/2005 Siemens Business Services @ Microsoft – City, STATE,
Used existing scheduling tools and SharePoint to implement new processes that significantly improved Live Meeting call center service levels from 80% to 95% without additional staffing costs.
Reduced call center staff absenteeism rate 20% by increasing schedule awareness.
Sr Program Manager - Customer Service Call Center, 09/2001 - 11/2004 Microsoft Corporation – City, STATE,
Developed and implemented a "real time" monitoring and staffing group for the customer service call center to optimize service levels for 350 agents handling 75K support calls daily for all of Microsoft products.
Designed and implemented the first operations center, providing real time KPIs for call center management and staff to reference for operational purposes, improving the customer experience.
Created business preparedness processes in collaboration with call center management and IT operations to ensure proper responses to a variety of service impacting issues.
Sr Program Manager - IT Business & Services Manager, 04/1995 - 09/2001 Microsoft Corporation – City, STATE,
Partnered with purchasing, legal and the IT services management team to develop RFPs for carrier contracts with an emphasis on billing terms and pricing.
Managed a $60M annual global IT network budget that required regular collaboration with IT engineering and IT finance to adjust cost forecasting models.
Provided monthly worldwide IT infrastructure cost variance analysis to the CIO and his directs, consistently achieving 97% budget accuracy.
Consistently attained between 7% & 10% annual cost recoveries (or 15% ROI) from erroneous carrier invoice billing for 70 carriers worldwide.
Implemented a usage based cost allocation tool to significantly decrease long distance costs, providing a 20% ROI in its first year.
IT Business Operations Analyst, 04/1993 - 04/1995 CompuCom Systems @ Microsoft – City, STATE,
Performed monthly IT infrastructure operating expense analysis for the business management team, encompassing cost projections and savings opportunities.
Managed annual budget planning activities, data input and spend justification explanations.
Financial Operations Specialist - Contract Labor Accounting, 05/1991 - 04/1993 Boeing Commercial Airplane Group – City, STATE,
Managed payroll time and payment reconciliation for contract engineers and drafters employed by Boeing temporarily to work on specific commercial aircraft projects.
Partnered extensively with multiple contract labor companies to handle billing discrepancies and disputes.
Education
ITIL Version 3.0: Information Technology, Expected in 2012 - Omnikron University - Pasadena, CA GPA:
ITIL certifications in Foundations, Service Offerings & Agreements, Service Design, Operational Support & Analysis, Continual Service Improvement, Release Control & Validation. Completed Managing Across the Lifecycle course, pending exam for "Expert" certification.
B.S: Business Administration Finance & Marketing, Expected in 1991 - Central Washington University - Ellensburg, WA GPA:
Skills
Twelve years of IT contract management and negotiation experience
Eight years of telecommunications billing and budget management
Ten years of people management experience
Advanced Microsoft Office user & solid computing skills
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School Attended
Omnikron University
Central Washington University
Job Titles Held:
Third Party Vendor Manager
Transitional Cross Functional Manager
Sr Business Analyst
Sr Program Manager - Call Center Analyst
Sr Program Manager - Customer Service Call Center
Sr Program Manager - IT Business & Services Manager
