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| Ref. Number: | CRM1150 | | |
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| Personal Information |
| Personal Profile: | | Experienced process consultant specializing in requirements definition, analysis, design, and solution development has provided help desk and support solutions for over 100 clients across numerous industries, including multinational corporations and national, state, and local government agencies. Expert in enhancing an organization's effectiveness by understanding end user needs and translating that information into processes and systems. | |
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| Education: | Master's Degree |
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| Country: | United States of America |
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| Current Position |
| Current Job Title: | Engineer Trainee |
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| Current Location: | Decatur, AL |
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| Current Salary: | 60-80,000 $ |
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| Preferred Position |
| Preferred Job: | Process Analyst |
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| Preferred Location: | Location Independent |
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| Preferred Salary: | 80-100,000 $ |
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| Education | Masters of Science, Management Information Systems. Auburn University, Auburn, Alabama. 6/90.
Bachelor of Science, International Business. Auburn University, Auburn, Alabama. 8/87.
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| Working Experience | DigiTech Systems Solutions, Inc.
Montgomery, Alabama.
7/02 - 9/02
Process Consultant to radar engineering / manufacturing client
During a 6-week project, re-engineered the resource forecasting process. Revised scope to include an enterprise implementation of Microsoft Project 2002. Identified users and Microsoft licensing requirements; purchased server and software; consulted on configuration, created global template, and imported enterprise resources; defined and created custom reports; and prepared final project report and presentation.
Unisys Corporation.
Montgomery, Alabama.
2/99 - 1/02
Senior Consultant, Managed Network Services
Achieved clients' objectives of cost cutting, staff reduction, and/or end user service improvement by developing support solutions focused on help desk, network services, and support organization structure. Solutions also included other services such as desk side support, hardware maintenance, asset inventory and tracking; standardization of processes, software, and hardware; system analysis and design; user training, and program management.
* Saved in excess of $250,000 for each of seven clients by providing a solution that negated the need for expensive custom software to integrate systems.
* Reduced support personnel by 31% at a large energy company by providing support process analysis, assessment, design, and re-engineering during remote help desk service implementation.
* Increased productivity and user satisfaction by upgrading and customizing Remedy-based tracking system at a metropolitan Canadian utility while re-engineering support organization, processes, and help desk using the ITIL methodology.
Mentored and trained over 73 client-facing personnel on Unisys Managed Services methodology, systems, and tools. Educated national consultant team on Remedy AR System(tm) capabilities. Was subject matter expert on the internal Remedy-based system that supported outsourced revenue. Recognized as in-house consultant for new opportunities with requirements for interfacing to existing client systems.
Unisys Corporation.
Montgomery, Alabama.
12/96 - 1/99
Help Desk Consultant, Global Network Services
Increased the quality of end user support by more than 100% for a large health care company by designing and implementing a new support organization. Defined and documented processes to facilitate outsourcing portions of help desk and desk side support.
Developed consistent processes and tools for marketing and implementing integrated desktop life-cycle services. Championed new approach with all sales staff. The new go-to-market model resulted in sales of 120% of quota.
Increased effectiveness of client's in-house support functions by identifying the need for an improved tracking system, documenting user requirements, and managing the integration of client's new system and support organization with Unisys systems and processes. Facilitated combined vendor / client end user support with this revolutionary integrated system solution.
Unisys Corporation.
Montgomery, Alabama.
12/95 -11/96
Pre-Sales Technical Support, Desktop Services
Utilized PC system development life cycle concepts from Master’s project to develop an innovative integrated support services offering to existing Fortune 500 clients. Designed 67% of the content of marketing presentation materials and reusable proposal boilerplate.
Created tools and processes for providing clients with consistent deliverables from Due Diligence, Support Assessments, and Requirements Definitions. This methodology was still being used in 2002 to complete engagements successfully.
Unisys Corporation.
Montgomery, Alabama.
5/95 - 12/95
Interim Help Desk Manager - Outsourcing, Global Customer Services
Established outsourced help desk organization, processes, and procedures to deliver the service developed below. Created procedures for help desk personnel to interface formally with sales and marketing, other Unisys services, and 3rd party service providers. Established a client coordinator position as the primary help desk interface for each client. Managed a team that grew from 12 to 30 members.
Unisys Corporation.
Montgomery, Alabama.
2/94 - 4/95
Help Desk Service Development, Global Customer Services
Co-developed a new service to be offered to multiple clients. Built product upon the successful Federal Customer Support Center's innovative, end-user-centric approach characterized by:
* One stop support center for PC problem resolution for multiple corporate customers each with 1,000 to 200,000 end users;
* Scalable internal procedures including incident tracking, service level monitoring, multiple custom service level agreements per customer, and custom reporting;
* State of the art call handling procedures to provide consistent analyst - end user contact from initial call through to problem resolution.
Defined detailed product description, created service implementation plan, and developed marketing campaign including client presentation material and proposal boilerplate. Test-marketed the service to existing Unisys Global Customer Services clients and provided technical consultation to sales and management for initial prospects. Convinced pilot customer that the service offering could meet their needs. This business accounted for $1 million in revenue in 1995 and grew to $20 million in 2001.
Unisys Corporation.
Montgomery, Alabama.
3/92 - 1/94
Manager, Federal Systems Customer Support Center
Managed a team of 15 that provided technical support to large government agency end user population, about 170,000 distributed globally. Developed and implemented 80% of center's operating processes and procedures. Executed director's plan to use technical support center as a tool to improve the relationship with the customer. Due to improved end user satisfaction, a better contractual relationship resulted. New products were substituted onto the contract, providing enhanced value to the client and, ultimately, increasing profit by 300%.
Unisys Corporation.
Montgomery, Alabama.
7/91 - 2/92
Lead Analyst, Federal Systems Customer Support Center
Unisys Corporation.
Montgomery, Alabama.
3/90 - 6/91
Systems Analyst, Federal Systems Customer Support Center
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| Other Skills | In addition to general management and consulting skills, some specific skills are listed below:
* Process Definition
* Requirements Analysis
* Process Re-engineering
* Documentation
* End User Training
* Proposal Preparation
* Client Presentations
* Help Desk/End User Support and Management
* Remedy AR System(tm)
* Service Development
* MS Office
Also tri-lingual (French and Spanish), although skills would require updating. |
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