hiring both employees and contractors, while also releasing contractors that did not meet needs. * Coached and mentored a team of program and project management resources located in multiple offices nationwide. Managed performance improvement plans for two resources to help them become valuable resources. * As Operations Manager for Wireless Data, led effort to implement a user help desk (through IBM) and develop a sales training curriculum for 'solutions selling' of cross-organizational products. * Process Management. Background with TQM and Lean principles, combined with Six Sigma training, providing clients with process-based solutions that resulted in multi-million dollar savings reduced the dependence on IT enhancements. * Developed and documented the policies and procedures for managing process improvement projects. Produced step-by-step instructions so practitioners and clients understand the various Six Sigma tools. * Developed and documented procedures for time reporting and budget tracking that eliminated waste and provided efficient means to identify undesirable variances. Shared information with team to improve their day-to-day process. * Active member of process improvement teams in the development of two new project management methodologies, then trained team members on the value of each. * Developed multiple user guides, help documents, and web pages to direct and instruct users on departmental and corporate policies, and led training sessions to ensure the team understood all policies. * Program and Project Management. Ability to advocate for clients in planning and coordinating large program deployments spanning multiple fiscal periods and leverage relationships to successfully managing complex programs and projects. * Partnered with Sales Operations to select a systems integrator to implement a customized version of Siebel's Sales Force Automation (SFA) product. Coordinated the rollout and training for 2000 direct sales associates and the network build-out to link all regions across the US. * Consulted with Retail Sales to design and implement systems to improve retail experience. Led team of analysts, developers, and project managers to design and implement a web-based system to remotely process credit checks and activate cellular service, resulting in 50% reduction in Call Center staff and cost savings exceeding $2 million. * Directly managed deployment of provisioning, usage processing, and billing for wireless data products. Participated in multiple industry forums with carriers and suppliers to provide solutions for exchanging data. Chaired the Accounting Subcommittee to design specifications for interoperability and carrier billing. Negotiated with vendors to contract for support and billing services per the designed specifications.

Highlights:

• Systems Analyst
• Team Lead
• Wireless
• Accounting
• Automation
• Billing
• Budgeting
• Call Center
• Capacity Planning
• Cellular