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Program Delivery Manager
I look for a position of responsibility in coaching resouces to achieve improve performance and meet business goals and in business departmental and company financial success.
Manager
About Me
Industry: |
Information Technology |
|---|---|
Occupation: |
Manager |
Highlights: |
Manager & Employee of the year, Valedictorian Award in college |
Ideal Companies: |
Computer Sciences Corp, SRA International, Federal Gov agency |
Education level: |
Bachelor |
Will Relocate: |
Yes |
Location: |
Bates City, MO |
Work Experiences
4/2007 - 8/2008
Hewlett Packard
Manager
- Account Delivery Manager, Imaging & Printing Group Services. Partnered with key customer, USPS, for implementation and management contract of multi-function printers. Managed $4.5M budget.
* Led HP team in installation of 2000 printers and on-going services for 6000 printers.
* Established more efficient printing solutions for USPS, saving client $12.6M in operating costs.
7/2003 - 4/2007
Hewlett Packard
Manager
- Managed program delivery of 50 Help Desk and on-site technicians for USPS. Consistently exceeded contract service level objectives for customer satisfaction. Managed $4.1M budget.
* Increased individual and team productivity.
* Developed policies/procedures for effective staff utilization.
4/1992 - 12/2000
Siemens Business Services
Director / VP
- Director, Support System Administration. Analyzed CRM business support systems and work processes. Identified and eliminated inefficient work systems/procedures. Trained and directed System Administrators.
* Streamlined process to increase efficiency.
* Identified requirements/functions to improve service portfolio.
2/1992 - 8/1998
Siemens Business Services
Director / VP
- Led delivery of high-quality 24x7 technical data center and help desk support to Fortune 500 and government customers. Selected, installed and managed CRM and knowledge management systems. Oversaw 300 staff and $24M budget
* Utilized highly effective coaching/training skills to boost average retention rate to 6.7 years.
* Led strategies that improved annual contract service level agreement compliance to 90-98%.
* Served as Project Manager, overseeing departments and functions including purchasing, legal negotiation, customization/implementation of end-user training for Clarify Customer Relationship Management System.
* Played key role in training and implementation of ServiceSoft Knowledge Management System and Aspect Call Center 200 ACD telephony systems with CTI interface.
Education
1989
Bachelor Degree
DeVry Institute of Technology
- Telecommunications Management
1980
Bachelor Degree
Fort Hays State University
- Education
