Objective

Project Management position that fully utilizes my strong Customer Service Attitude, exceptional Organizational and Communications skills, as well as an extensive IT technical background.

Summary of Qualifications

• 10 years experience in Project Management and Program Management
• Recognition of Outstanding Service Award Boeing Customer Service Response Center as Trainer
• Over 10 years of experience motivating, managing, and organizing around goals and objectives.
• MCSE Certified - Technically proficient in multiple OS’s, Hardware Systems, and Applications.
• Organization Development Masters Program and experience developing & keeping relationships.

Relevant Skills and Accomplishments

• Achieved a 1.8 million dollar savings 1^st year working as part of a cross-functional team to reduce redundant systems at the Boeing Customer Support Center.  Total saved by project over a 5-year period was 8.5 million dollars.

• Coordinated and participated on core implementation and process architecture teams for Vital Production Systems (VPS) support.  Resulted in new processes and increased efficiency support for all Boeing applications and services.  2-year project resulted in the centralization of all Boeing Application Customer Support during the absorption of the McDonald Douglas Corporation.

• As a Program Manager at Net Nanny I facilitated and organized the research and approval for the purchase of over 2.5 million dollars of Hardware and Software used in the development of the Net Nanny Web Portal.  Managed multiple vendors and communicated needs and expectations.  Managed employee training, product installation, and use.  This 6-month project resulted in the selection and development of an enterprise portal application, meeting all company objectives.

• Developed a Customer Service Support system from the ground up including Service Level Agreements and contracts for Zolos.Net.  Negotiated with customers on payment terms, contracts, and managed customer expectations surrounding support levels.  Worked with support staff to better and streamline processes and service customer needs.  Developing better processes and procedures effectively doubled business income in 9 months.

• Planned and designed page flow and site maps to better organize and simplify Net Nanny Software websites.  Resulted in better web navigation and more page hits by customers.  Allowed Net Nanny to sell 100% more ad space on its web pages doubling ad revenue

• Developed an employee run volunteer organization within Boeing aimed at promoting fun, and positive energy, in the work place.  Organization is still growing since my departure in 1998.  Organization featured in the “Boeing News” 3 times as a positive influence in the Boeing culture.

• As one of a team of four Trainers at Boeing, was responsible for the design, development, and implementation of core-training curriculums for all new Central Service Response Center analysts.  Provided initial 4-week training and all ongoing training for current support analysts using classroom and one on one training techniques. Resulted in the placement of 400 new analysts in under 5 months.

• Responsible for facilitating the successful monthly RMI.NET “Microsoft Internet Tools Users Group” (MITUG) on the Microsoft Campus.  Responsibilities included curriculum, presentations, speaker arrangements, rotations, communication, and introduction of Microsoft Tools to the developer community.  Resulted in more business for RMI.NET through referral network.

Employment History

Zolos.Net Inc.  Bellevue, WA   11/01 to 7/02

Project Manager

This company does Contracted Outsourced Network and Help Desk Support

·         Wrote project plans and definitions, managed development and delivery of defined projects, and created customer satisfaction surveys to retain customers. 

·         Participated in customer negotiations, contract development, and requirements gathering. 

Management of customer support processes, procedures, structure and expectations.

Net Nanny Software International Inc., Bellevue, WA   1/00 to 11/01

Innovative Security and Privacy software

Program Manager

·         Managed NetNanny.com/Biopassword.com Website Portal development design team.

·         Created Service Level Agreements (SLA’s) for web site portal project. 

·         Managed staff maintaining and supporting Web Portal content and functionality.  

·         Responsible for Hardware and Software purchasing.

·         Vendor management and relationship development.

RMI.NET Solutions Inc., Renton WA   12/98 to 12/99

National Commerce Service Provider doing E-commerce and Custom Application Development

Sales, Technical Consultant

·         Technical Consulting and Sales Development, Customer Expectation Management. 

·         Managed sales process and remained as primary interface between customers and development.

·         Managed customer needs during development process and elicited Business Requirements.  

·         Identification and development of new business opportunities within client.

Boeing Corporation Inc. Bellevue, WA   3/96 to 12/98

International Aerospace, and Commercial Aircraft Company

Project Manager 7/97 to 12/98

·         Project Management and Systems Process Support for the integration of internal applications, processes, and procedures for the Central Service Response Center. 

·         Supported process establishment and improvement to centralize all customer support.

Trainer 12/96 to 7/97

·         Preformed 4 week orientation and training class for new CSRC analysts.

·         Taught all tools, process, and procedures to support the Boeing Company’s support needs.

Microsoft Corporation Inc. /Rhotech Redmond, WA 4/95 to 1/96

Software Company (Large)

Support Engineer / Analyst

·         Microsoft product support and services.  Customer Support and Knowledge Base development.

Education

Bastyr University –Master Program 2001     Organization Development / Coaching

University of Puget Sound, 1987.                         BA Political Science / Asian Studies /US History

Certifications

Construx Software Certifications 1999                 - Systems Requirements                                    

Construx Software Certifications 1999                 - Project Management

Microsoft Certification,  1998                       - Microsoft Certified Systems Engineer – MCSE

Networking Systems Certification  1998                - Bellevue Community College

Computing Skills

Windows Operating Systems, Some Unix and Linux                             Microsoft Project 2000     

Microsoft Word, Excel, PowerPoint, Access, Outlook 2000                            Microsoft Visio Professional 2002                                               

CRM Tools Like ACT, and Goldmine                                                                   Content Management Systems like Interwoven

Understanding of Web Technologies and uses for self-help, management, data collection and analysis.

Presentation, facilitation, and Business Development skills.   Excellent Vendor Relationship Management skills.