Manager, Director, Program Manager Resume

Desired Industry: Information Technology	SpiderID: 3119
Desired Job Location: San Diego, California	Date Posted: 7/19/2005
Type of Position: Full-Time Permanent	Availability Date:
Desired Wage:
	U.S. Work Authorization: Yes
Job Level: Management (Manager, Director)	Willing to Travel: Yes, Less Than 25%
Highest Degree Attained: Bachelors	Willing to Relocate: No

Objective:
EXTREMELY ARTICULATE, INNOVATIVE PROBLEM-SOLVER WITH EXCELLENT LEADERSHIP, COMMUNICATION, AND STRATEGIC ANALYSIS/TACTICAL IMPLEMENTATION SKILLS.

Over two decades of experience ranging from detailed technical architecture and systems design to superior business analysis, strategic departmental planning, pro-active cross-organizational communication, outstanding customer satisfaction management, large department supervision, and responsive staff development

EXECUTIVE PROFILE
Effectively interacts with members of the business community and the technical staff. Excels at understanding both the “big picture” and the fine details of any situation. Thorough knowledge of business processes, including strategic business case development, ROI determination, risk management, and pro-active collaboration. Solid grounding in Knowledge Management concepts and practical implementation. In-depth experience with and talent for understanding and clearly communicating business needs and objectives.

SELECT ACCOMPLISHMENTS
+ Implemented Knowledge Management initiatives resulting in numerous measurable improvements, including immensely increased cross-departmental communication, higher developer productivity, faster turnaround of technical support cases, and reuse of technical solutions. Researched, developed, and implemented preliminary initiatives in five months, with immediate positive results.
+ Consistently and resoundingly recognized by staff and management as an exceptional leader and team builder with the ability to bring more from people than they believe themselves capable of accomplishing.
+ Recognized by customers as the person to turn to for results and positive action. In the words of a satisfied customer, “When we can’t get anyone else to respond, we always know we can call you and get an answer.” Also, “In my 20 years with HP, this is one of the most respectful responses I have ever received…Even if the answer is perhaps not what I was hoping for, I really appreciate your ‘due diligence’!”

Experience:
2004 – PRESENT: HEWLETT-PACKARD CORPORATION, SAN DIEGO, CALIFORNIA
PROGRAM MANAGER, KNOWLEDGE & INTRANET MANAGEMENT (Consultant – CalAmp Corporation, San Diego, California)
Brought into HP’s Knowledge Sharing and Collaboration (KS&C) program in the Knowledge and Intranet Management (KIM) organization as a project manager and knowledge management consultant; pro-actively recognized process gaps and took on program manager role whilst simultaneously completing project deliverables.
+ Established bi-weekly program strategy planning meetings within the program, creating an actively collaborative environment where projects leverage each others’ approaches and work products.
+ Created budget tracking and management process that reduced team involvement for monthly updates from hours to mere moments and greatly improved reporting of actuals to plan.
+ Worked with multiple high-level business-unit executives to develop a business case and presentation promoting enterprise-wide knowledge management at HP.

1998 – 2004: DOCUMENT SCIENCES CORPORATION, CARLSBAD, CALIFORNIA
An international leader in universal content processing services, deploying real-time customer communications solutions for everything from correspondence to complex, compliance-driven policies and contracts.

MEMBER OF SENIOR STAFF (2002 – 2004)

DIRECTOR, KNOWLEDGE SERVICES (2003 – 2004)
Hand-picked by CEO to lead new top-priority Knowledge Services division to research and implement knowledge management initiatives throughout the corporation.
+ Enabled effective communication across the corporation, especially between the five technically-oriented and globally-distributed departments identified as heavily silo-bound in their existing communications practices.
+ Implemented programs to identify, capture, maintain, and disseminate accurate and timely technical best practices/next practices to internal staff and customers.
+ Revitalized and empowered staff of writers, curriculum developers, and knowledge architects, resulting in dynamic team collaboration, higher documentation quality (reducing QA’s reviews), and notably improved curriculum and documentation (increasing customer satisfaction and reducing technical support caseload).

PROFESSIONAL SERVICES (1998 – 2003)
Initially employed as Project Manager; rapidly promoted to Senior Project Manager, Industry Practice Manager, Manager, Project Services, and ultimately Director, Professional Services.
+ Led department of more than 25 technical Professional Services resources and support staff. Responsible for budgeting, staff management, strategic departmental planning, and tactical process improvements.
+ Responsible for services sales and revenue management, including pipeline, contract negotiation and approval, billing, utilization rates, and revenue recognition. Executed against revenue and utilization targets set by the CEO; implemented improved reporting to accurately calculate internal project cost and ROI.
+ Managed employee retention and team building, resulting in virtually no employee turnover. Techniques include employee empowerment and recognition, continuing education programs, consistent focus on communication and honesty, and individual coaching for career advancement.
+ Managed customer satisfaction for all accounts (generally 20 to 30 projects “in flight” at any given time), leading to additional revenue through a repeat business rate of over 85%; as Manager, Project Services was first line of escalation for any project issue, of which only one percent required further escalation.
+ Implemented customer satisfaction risk management processes with excellence recognized by all of Senior Management, resulting in improved customer satisfaction, reduced budget overruns, and increased repeat business.
+ Led beta software implementation process, resulting in successful implementations and 100% customer retention for all beta accounts.
+ Vital participant in sales events, including direct customer/sales team meetings, national and international trade shows, and local and national user group meetings. Instilled customer confidence in the Document Sciences product and team, resulting in faster time-to-close and increased new business.
+ Established multiple departmental process improvements, including internal peer-to-peer project review and risk management processes that reduced project re-work and budget overruns by approximately 50%.
+ As Project Manager/Senior Project Manager, effectively multi-tasked to manage up to a half dozen active projects at once, with budgets of up to $1.5 million and project life cycles of a year and more. Directly responsible for establishing standardized business analysis and requirements documentation processes.

1988 – 1998: AMERICAN RE-INSURANCE, PRINCETON, NEW JERSEY
DIRECTOR, ACCOUNT MANAGER/PROGRAM MANAGER
+ Account Manager, Claims Division. Directly accountable for managing all aspects of the Claims Division’s data processing needs; aligned Claims’ business requirements with the IT Division’s strategic direction.
+ Program Manager and Technical Lead for a leading-edge pilot project utilizing Java and CORBA technology to develop a Claims Documentation system, seamlessly integrating into the existing claims processing system, and projected to save over $350,000 annually.
+ Designed and created sophisticated rules-based business intelligence system for processing highly sophisticated corporate retrocessional accounts. This system replaced an extremely error-prone manual process and caught over $1 million in errors in the first execution against historical data.
+ “It is not often that a true zero-defect result is encountered, and the fact that we encountered it here is a testament to your skill and experience.” Program Manager and Technical Lead for a massive data integration project resulting from a corporate merger.

1986 – 1988: SENIOR ANALYST, IRVING TRUST COMPANY, NEW YORK CITY
1984 – 1986: PROGRAMMER/ANALYST, CHASE MANHATTAN BANK NA, NEW YORK CITY
1982 – 1984: PROGRAMMER/ANALYST, LEON CHUSID ASSOCIATES, INC., NEW YORK CITY
1979 – 1982: DATA PROCESSING MANAGER, SYSTEMS OPERATOR, PLAYBACK ASSOCIATES, INC., NEW YORK CITY

Education:
+ BA in Writing (History minor), Bard College; graduated with honors in 1979
+ Numerous technical and design-oriented courses and Knowledge Management seminars and workshops

Additional Information:
TECHNICAL AND PROFESSIONAL
Microsoft Office XP, 2002, 2003; expert in Microsoft Word; experienced in Outlook, Excel, Access, PowerPoint, Visio, Project, FrontPage, SharePoint, Adobe Acrobat, FrameWork, RoboDemo, SnagIt, MindManager
COBOLII, MVS, TSO/ISPF, JES2, JCL, CICS, VSAM, VSAMView, Intertest, Cobtest, FileAid, Faver, PacBase, OS/2, DB2/2, SQL, Intelligent Environments’ Application Manager, Windows, Macintosh, Ptech’s FrameWork; exposure to Java, Iona’s ORBIX, Visual J++, VisualAge for Java, Application Server technology

Spring 2005: Mentor, CPsquare’s seven-week online Communities of Practice workshop (www.cpsquare.org)

Candidate Contact Information:

Name: Grace Judson
Street: -	Phone: 760 757 7660
City: -	Fax: -
State: California
Zip: -
Web Site: