Manager Project

OBJECTIVE

A senior level position overseeing the full gamut of business operations,

project management, and personnel performance to assure the organization

achieves its established goals.

QUALIFICATIONS AND BACKGROUND

Experienced business operations and project manager adept in business

controls, project scope statements, process improvements, quality

management, resource deployment and execution; technical service delivery

metrics, employee utilization analysis, mergers and acquisitions. Strong

background in resource management, training, career development, HR

relations and utilization management. Articulate communicator collaborating

with cross-functional teams to institute organizational changes to achieve

goals and objectives. Personable mentor instructing and leading teams for

optimal performance, service delivery excellence and attainment of utmost

customer satisfaction.

CAREER HIGHLIGHTS

Managed projects to assure a consistent, seamless operational support for

Service Delivery Support team. Maintained an audit ready posture and cross

organizational teaming with other departments. Resolved business

operational, project management and HR issues with over 500 employees.

Prepared financial reports and examined expenses within $75M budget.

Resolved billing system issues with technical subcontracting agencies and

recovered over $300K in invoicing discrepancies. Reduced overtime expense

to 1.8% and increased billable hours by 50%. Achieved over 700K billable

hours and increased utilization to 98.7%. Attained a 99.9% customer

satisfaction in one year capturing # 1 ranking in the country.

Managed IBM's Cost Take Out project for IT Deskside Services Support

resulting in a balanced resource allocation and reducing resource expense

by 15% under budget. Implemented a New Hire training package resulting in

30% increase in reporting accuracy and 100% timeliness. Directed the

ISO9000 certification acquisition process for Technology Services Solutions

organization. Spearheaded the ISO training nationwide resulting in the

attainment of the company's ISO9000 certification.

Led the analysis of service delivery measurement reports and identified

issues affecting SLA/SLO & customer satisfaction. Provided an in-depth

analysis of resource allocation and advised senior management on cost

savings measures. Managed term limits of supplemental employees and

technical subcontractors enabling managers to balance resources more

efficiently achieving goals and objectives.

Developed the first IBM Customer Advocate position for the service branch

offices. Analyzed service delivery processes for the Call Management

function. Streamlined processes for efficiency by eliminating redundant

tasks. Collaborated with customer engineers, field managers and external

customers for implementation of best of breed customer solutions. Managed

project on developing a customer advocacy position for the Call Center

function resulting in an increased customer satisfaction by 25% and a

career advancement opportunity for other employees.

WORK EXPERIENCE

Angel's Care Corp. Corporate Business Consultant

2007- Present

IBM Corporation Region Operations Manager, IT Deskside Support

1998-2007

IBM/TSS Technical Resource Business Analyst, TSS

1994-1998

IBM Corporation Admin Operations Manager, Dispatch Call Center

1988-1993

EDUCATION AND PROFESSIONAL DEVELOPMENT

B.S. Business Administration, Major in Management - University of

Santo Tomas

Project Management Professional (PMP) training - UC Berkeley, Learn iT San

Francisco

ADDENDUM - DETAILED WORK HISTORY

Angel's Care Corporation Corporate Business Consultant

2007-Present

Provided consulting services to CEO in areas of resource management, HR

staffing, State regulatory affairs, and business operations functions

including procurement and vendor relations. Conducted internal business

control audits; analyze and develop new business processes to comply with

State regulations. Provided support in managing financial, operational

plans to meet organizational goals and objectives. Set up processes for

organization and conduct on-going management training.

IBM Corporation Region Operations Manager, End User Services

1999-2007

Provided business operations management and HR support to West and

Northeast regions comprised of more than 1.2K employees and 47 supervisors.

Resolved business operational and HR issues, settled financial reports and

examined expenses within $75M budget. Ensured department is in compliance

with business control policies and procedures. Identified and resolved

resource management issues. Orchestrated training for new hires. Oversaw

metrics to assist field account execution including asset management,

travel expense reporting, subcontractor acquisitions and cost recovery.

. Selected as 1 of less than 100 associates to serve on advisory panel

for IBM Employee Financial Planning Project. Panel helped developed

IBM's new retirement plan implemented on Jan '08.

. Instituted new processes and procedures in compliance with business

control requirements.

IBM Corporation Technical Resource Business Analyst

1994-1998

Deployed technical resources to customer locations performing desk side

support, PC/POS hardware and peripheral installs, moves, software loads,

and configurations; end user helpdesk support. Developed new processes and

procedures to support service delivery goals and objectives. Assessed

scope of work and matched skill sets of employees to customer requirements.

Utilized VSS Pro and IBM dispatch systems to schedule projects and service

activities. Conducted business controls audits providing comprehensive root

cause analysis and recommendations. Participated in recruitment and

applicant interviews efforts. Implemented new employee training procedures.

Monitored utilization and led business controls. Spearheaded ISO 9000

certification acquisition.

. Contributed to status of region being named #1 nationally with 80K

billable hours in 1 year.

. Guaranteed region as audit-ready. Exceeded passing marks on internal

and external audits.

. Received numerous awards during tenure.

Administrative Operations Manager, Dispatch/Communications Center

1988-1993

Managed call center service representative personnel receiving IBM service

calls from external and internal customers. First line manager responsible

for all HR matters from recruitment to employee separation. Developed

quality control programs to exceed customer satisfaction requirements.

Collaborated with team members to formulate Customer Trailer Program to

track customer satisfaction via telephone and written customer survey.

Managed hiring, training, and career development of service dispatch

employees.

. Launched tool to utilize visually impaired people. Interacted with

software development team to devise the proper application enabling

blind dispatcher to become a top performer.

. Presented with invitation to attend meeting with President Bush's

Senior Committee on Employment of People with Disabilities in 1990,

Washington DC.

PROFESSIONAL DEVELOPMENT

Project Management Professional (PMP) Training - Learn iT, San Francisco

Project Management - UC Berkeley

New Blue for IBM Managers and Middle Management Training Negotiations

Training - IBM Internal Assessor Training: IBM Corporate Management

Training School - New York

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