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0-5 years of experience
Responsible for managing the Facilities Dept. on a 1.6M. Sq. Campus Style Pharmaceutical Complex with full accountability for Hard Services, Pharma Services, Soft Services and Security. Responsible to ensure 24/7 operations for the site, including a Tier 1, Class A, 6 megawatt Global Data Center, a Biologics Clinical Manufacturing Pilot Plant and 104K Sq. Vivarium. Managed site budget of $23M.
- Reduced site budget to $17M through innovative ideas.
- Reduced contract costs through of increased internal performance.
- Identified and expedited solutions for energy cost savings.
- Through enforced compliance of operations personnel with administrative policies, procedures, safety rules and state/governmental regulations was able to maintain an OSHA rating of 0.0 (no recordables or lost time injuries) for the last 5 years including last position.
- Managed GXP Quality Services and Records.
- Recommended capital expenditures for acquisition of new equipment which would increase efficiency and services of operations department.
0-5 years of experience
Voluntarily left Federal project to help in the turnaround and sale of a large-scale, family-owned gas station, car wash, and convenience store with 16 pumps and 8 cashiers. Successfully increased sales volume, reduced operating costs, and positioned business for profitable divestiture. Directed all daily operations, 24/7, including supervising up to 22 employees, managing inventory, retail sales, and gas pricing, performing basic accounting, and controlling costs by monitoring sales and cash reports. Maintained collaborative relationships with vendors, banks, prospective buyers, and Sunoco corporate representatives.
- Took over management after rebuilding of larger station with new technology and equipment. Trained staff, performed troubleshooting of startup issues, and implemented sophisticated inventory-management software.
- Increased revenues 45% in first eight months by rapidly reclaiming and growing client base, negotiating vendor terms and profit margins, and initiating income-generating programs, such as lottery and beer sales.
- Elevated carwash sales 25% by creating special discounts and designing a client loyalty program.
- Performed community outreach through involvement in neighborhood school and sports team fundraising campaigns and participation in police-sponsored town halls.
- Joined the Washington, Maryland, Delaware Service Station and Automotive Repair Association (WMDA) to better understand legislative impacts to the business; actively took part in lobbying efforts.
0-5 years of experience
Led project team resources on small and medium sized-engagements or a segment of a large client engagement
- Developed, implemented, and managed comprehensive project plan and insured completion of milestones within the triple constraints of time, cost and scope
- Managed project issue log and risk plan with increased focus on cost, schedule, scope, business and technical risk
- Interfaced directly with customer’s management staff
0-5 years of experience
Assessed all restaurant facets to restore/increase profitability and prominence.
- Created attractive promotions and aggressive online presence to increase visibility and traffic.
- Set goal of 30% increase in revenue within year 1 of managing the restaurant, yet exceeded that goal within 5 months, compared to 2012 and 2013 revenues between May and September.
- Underwent thorough staff, menu, and vendor assessment, followed by strategic planning to maximize customer service, food quality, and inventory control.
- Complete overhaul of the beverage sales and inventory, leading to over 100% increase in sales over the same time period compared to the two previous years.
- Facilitated ownership change by clarifying roles for each owner, including myself as a new minority owner.
6-10 years of experience
Directed staff of 23 supporting large market retirement plan transitions (plans >$100 million in assets) and transition group for outsource partners. Managed large market transition group converting 80-100 plans per year. Administration and oversight for outsource business segment WySTAR Global Solutions
- Directed testing initiative and created on boarding process for newly developed Health Savings Account product with external vendor Canopy resulting in the successful launch of new HSA services
- Presented product solutions, new business and migration processes to prospective clients and Sr. Management Project Office contributing to marketing and sales efforts. Including innovative way to handle large employer account for Stanley Black and Decker and ESOP Dividend pass through process for CenturyLink/Qwest.
- Reviewed and participated in system development process to ensure cost effective and universal use of system enhancements.
- Realized cost savings through recommendations of plan rule parameters not plan specific rules.
6-10 years of experience
- Led improvements in college rankings participation process that resulted in reduction of lead time by 90% and employee resources required by 60%
- Sole staff member asked to serve on College-wide Assessment Task Force.
- Created and implemented overarching organizational framework for online content of Executive MBA courses which led to significantly increased student satisfaction
- Guided Operations Team though mapping of all processes supporting program operations for Executive and Professional MBA programs
0-5 years of experience
Business Management Transition Lead for a $350M outsourcing engagement. Defined the Billing, Vendor Management and Financial roles for the new lifecycle team. Managed the Assignment or Agency of third party vendor contracts. Acted as Transition Team Leader during the absence of the Transition Executive.
- Managed the Program Management and Architecture team for a $500M Bank One outsourcing engagement. Provided project management, technical writing, administrative services and technology support. Responsible for managing all Transition Team deliverables to the client and LCM Team. Worked with the Transition Executive to develop the Governance Model for LCM Team to use during the engagement.
- Observed and evaluated the Citicorp Network Control Center team to determine which processes and personnel to maintain and which to transform during initial phase of a $300M Outsourcing Agreement.
- Partnered with other team members to develop a patent application for the Outsourcing Transition Process
0-5 years of experience
Fortune 500 company whose technology portfolio spans printing, personal systems, software, services and IT infrastructure.
- Responsible for the employee experience for support services at Hewlett Packard to include customer care, onsite and web experiences.
- Utilizing Lean Sigma Six tools and practice to drive efficient processes and innovation to deliver world class employee experience
- Responsible for all phases of project segment testing and complete solution, ensuring IT services are developed to enhance the users’ experience, add value to the environment and provide a positive end-user experience.
- Evaluate and monitor employee feedback and help desk volume, and respond to users communications to improve overall experience
- Ensure all deployments of IT services are scheduled, communicated and completed to provide a positive end-user experience
0-5 years of experience
Oversee and manage change, asset, release, capacity, and demand management for a global Fortune 500 organization based in North America. Serve as one of two North American global senior managers, charged with designing and training all personnel on global processes and procedures.
- Optimized service delivery by incorporating ITIL processes across production and support functions, realizing cost reductions through the outsource of management positions and an overall headcount reduction.
- Partnered with a 30-member multinational team in designing and deploying global change, asset, incident, and problem management processes, resulting in standardization of processes for the IT departments across the company, shared knowledge and resources and consolidation of IT Service Management tools from 5 tools to 1 tool.
- Defined change implementation time frames for server patches, maintaining seamless business operations and minimizing downtime.
- Partnered with executive leadership to identify and define IM objectives and initiatives, including enhancements to the global IT Service Management tool and 100% adoption of IT Service Management tool by all G11 countries.
- Mitigated risk by defining processes and procedures to ensure audit and internal compliance with all guidelines.
- Developed and delivered all training and documentation, supporting the deployment of a new global service management tool, Services Now.
- Reduced unplanned downtime and improved incident resolution time 12% by updating and maintaining company assets in CMDB, including all critical relationships between configuration items, enabling improved insight into the environment during and for scheduling languages.
0-5 years of experience
Serve as liaison between GDIT engineers and the St. Elizabeth customers with consistent coordination with GDIT IPT leads, Government POC’s and DHS tenants (USCG).
- Gathered voice and data requirements for over 3800 USCG employees relocating to the ST. Elizabeth Campus.
- Developed strategies and techniques to determine the many complex areas that have to be addressed to support the ST. Elizabeth’s campus occupants’ critical mission(s).
- Wrote the statement of work for decertification and recertification of IT equipment.
- Update and sync move schedules for DHS program office/GDIT program management.
- Present weekly move status updates to DHS program office and the USCG.
0-5 years of experience
Oversaw the successful Client transformations of enterprise-wide infrastructure. Developed project charters and scope documents to manage project key objectives of large data center consolidations and IT infrastructure projects
- Established and executed programs and projects for IT endeavors and ensured adherence to established processes and methodologies while minimizing risk
- Responsible for overall delivery and client satisfaction, high-level client interaction, project status management and reporting
- Played a key role as a facilitator and leader of Program Management Office (PMO), leadership exhibited within multiple and concurrent projects aligned technology transformation projects and programs
0-5 years of experience
Data center implementation Manager responsible for large complex deliverables that support data center migrations. This included configuration, architecture and data center migration planning. Managed customer requirements and expectations, and fully lead and executed the migration plans, provided executive reports and status, communicated process and work instructions and strived for business process improvement. Specific responsibilities included:
- Managed technical infrastructure design and implementation of large $100M hosted solutions.
- Managed implementation and validation of Data Center migration.
- Managed project development life cycle, and aligned business requirements and maintained strong relationships with client and technical support teams. Provided project status and addressed issues or concerns.
- Direct Manager of architecture/design and system procurement, and managed the transition of client data/applications to enterprise hosted servers/networks.
- Developed and managed process improvements, coaching team members of the benefits changes, control and on time service delivery.
- Managed IT resources and aligned with PMO on project deliverables, managed project deliverables, monitored and control scope, resource schedules and aligned cost within budget parameters.
- Provided technical support to sales teams on client requirements, and ensured standard implementation procedures were followed which improved productivity.
- Lead Manager in all aspects of date center migrations to ensure software applications and hardware/networks were transferred without interruption to the client.
- Directly responsible for hardware and software solutions including providing technical support following ITEL standards.
- Communicated with clients on technical solutions and performance requirements, and provided break-fix updates as defined within agreed SLA’s
0-5 years of experience
Serve as liaison between GDIT engineers and the St. Elizabeth customers with consistent coordination with GDIT IPT leads, Government POC’s and DHS tenants (USCG).
- Gathered voice and data requirements for over 3800 USCG employees relocating to the ST. Elizabeth Campus.
- Developed strategies and techniques to determine the many complex areas that have to be addressed to support the ST. Elizabeth’s campus occupants’ critical mission(s).
- Wrote the statement of work for decertification and recertification of IT equipment.
- Update and sync move schedules for DHS program office/GDIT program management.
- Present weekly move status updates to DHS program office and the USCG.
0-5 years of experience
Managed the shutdown of the remaining East of the Rockies BP Gasoline Transport Fleets due to BP’s withdrawal from the Company owned Service Station business.
- Coordinated with BP Human Resources Department to ensure that all severed BP employees received all benefits that were due them from the BP Severance Program.
- Worked with the Terminal Managers and Mechanics at the various locations to ensure that all transport equipment approximately 100 units, were in good operational condition to be sold.
- Worked with the Transport Coordinator to get all transports, garage equipment and spare parts from the garages sold.
- Placed all relevant employee, equipment and regulatory files in storage for the appropriate time required by law.
- Responded to the BP Gulf Oil spill in May of 2010 and served as Deputy Logistics chief at the Mobile Alabama command center.
0-5 years of experience
Managed segment reserve and fulfillment process for Small Public Accts (SPA) and OEM customers across Client, Enterprise, Storage and Printer products. Advised and influenced sales on upcoming transitions, highlighted risks and provided transition strategies to sales teams.
- Reduced Excess and Obsolete (E&O) risk through effective redirection of supply to historical purchasing customers
- Increased Customer experience (CE) significantly through pro-active management of relationship customer needs, preventing shortages and monitoring fulfillment of ship to commit dates
- Drove pro-active acct management by strategically collaborating closely with demand supply, PG, product line managers and Marketing on product specifics roadmaps, reserve guidelines and timelines effectively driving 80% of customer transitions 2 months prior to platform end of life
0-5 years of experience
Managed segment reserve and fulfillment process for Small Public Accts (SPA) and OEM customers across Client, Enterprise, Storage and Printer products. Advised and influenced sales on upcoming transitions, highlighted risks and provided transition strategies to sales teams.
- Reduced Excess and Obsolete (E&O) risk through effective redirection of supply to historical purchasing customers
- Increased Customer experience (CE) significantly through pro-active management of relationship customer needs, preventing shortages and monitoring fulfillment of ship to commit dates
- Drove pro-active acct management by strategically collaborating closely with demand supply, PG, product line managers and Marketing on product specifics roadmaps, reserve guidelines and timelines effectively driving 80% of customer transitions 2 months prior to platform end of life
0-5 years of experience
- Created a customized transition project plan identifying applicable tasks, ownership, and expected dates of completion.
- Utilized firm resources to ensure transition milestones are managed, processes and requirements clearly communicated, and advisor expectations met.
- Lead program managers and advisors through LPL training opportunities, track progress, and manage advisor participation. Reviewed all materials for regulatory requirements and ensure all pieces are submitted and approved. Escalated advisor issues needing senior management and subject matter experts input.
- Tracked issues and status until satisfactorily resolved. Help streamline design of the action plan to make it more user-friendly for all stakeholders. Created excel spread sheet to track conversion issues and concerns.
- Navigate all aspects of the relationship between LPL Financial and Institutional programs, hybrid advisors and Independent advisors. Share ideas for new technologies to enhance communication during transition regarding marketing approvals. Share ideas for improved BranchNet technologies. Submitted best practices ideas for future projects.
0-5 years of experience
- Developed processes to ensure operational quality and supportability of applications prior to their release into the production environment. Responsible for enforcing operational standards, guidelines and requirements on all development, including large-scale SDLC projects. Led projects that improved operational effectiveness within the Department.
- Managed a staff of 6-10 direct reports. Worked with group leaders and senior management within the department to set goals and assess the performance of technical staff. Conducted compensation reviews and short-term incentive payout calculations based on department budgets and guidelines. Conducted recurring team and one-on-one meetings to mentor and guide staff. Supported training and development activities, recruited and interviewed candidates and made strategic hiring decisions.
- Assessed impacts to configuration, change and deployment processes and developed plans for alternate solutions when necessary. Provided Incident Management and Problem Management support.
- Planned for the entire life support of the product, including end of life and retirement scenarios. Implemented processes and procedures that brought down barriers between disparate support teams.
0-5 years of experience
- Managed projects to transition measurement and reporting from customer to [company name], set up Analytic Data Warehouse for customer and ensured development and delivery of service level reports, resource unit reports and operational reports.
- Led effort to revise reporting solution to meet customer’s changing needs.
- Managed projects to implement Service Management tool and Incident, Problem and Change Management process.
- Contributed to [company name]’s transition projects by identifying continuous improvement items from lessons learned and ensuring implementation of those items for future transition projects.
- Managed End User Services program to establish service desk and enable software/hardware inventory, patch management and software distribution via System Center Configuration Manager (SCCM).
- Managed global resources to complete project tasks and drive issue resolution.
- Managed stakeholder’s expectation via constant communication and timely adjustment.
6-10 years of experience
Manage portfolio of projects with TCL greater than $10.0M for new business, renewal and expansion implementations
- Accountable for business units planning and preparation of contract negotiations with regards to RFI’s, RFP’s, and RFQ’s
- Maintain updates to risk management software tool for projects greater than $20.0M
- Oversee budget costs and service-level agreements are managed to contract scope
- Serve as a PM coach mentoring and training new hire project managers within the organization
0-5 years of experience
Initiate the transition process for assigned accounts immediately after the sale. Coordinate delivery of commitments made during the sales process.
- Working within a team environment, assume project ownership for Plan, Data and Transition Consultant responsibilities.
- Maintains detailed project plan/timeline for use as a project management tool throughout the transition process.
- Coordinates and facilitates periodic conference calls to update all appropriate parties on the status of the transition project.
- Work with Sales on new prospect situations by playing a lead role in team selling sales presentations.
- Work with various departments within the organization to improve service and efficiency.
0-5 years of experience
Assisted in redefining the hiring and onboarding process
- Conducted the new hire orientation
- Assisted in establishing the recruiting scope and process
- Assisted in redesigning the training curriculum
- Assisted in constructing the customer service attendance policy
- Assisted in determining the evaluation standards for the customer service representative
0-5 years of experience
Assist customers with a managed product migration from Live@EDU to Office 365 for Education. Serving as the customer advocate within the Microsoft Transition Team.
- Develop a transition plan with the customer for an efficient and seamless user experience.
- Manage recurring communications with customer and engineering team to effectively relay status and technical updates.
- Use established procedures to manage support escalations.
- Developed Project Plan that included communication, risk and schedule planning.
- Tracked project deliverables utilizing project management tools.
- Created and delivered recurring communications to management and team levels.
- Drove readiness activities including technical triage, training creation, and delivery.
6-10 years of experience
Responsible for all aspects of administrative operations including strategic planning, staffing, budgeting, forecasting, service delivery and customer experience.
- Responsible for strategic planning ensuring business objectives are aligned with corporate goals.
- Implement contact center technology and identify process improvements leading to reduced unit cost.
- Coordinate communication between internal departments and the customer to ensure process compliance and a consistent service delivery.
- Work closely with new and existing customers to identify and build strategies around industry best practices and service excellence.
- Identify performance gaps, analyze root cause and challenge productivity and quality measurements to improve operational performance.
- Cultivate the professional development and growth of associates by providing one-on-one mentoring and coaching.
- Accountable for administrative teams across multiple geographical locations.
0-5 years of experience
Responsible for overall project management oversight for approximately 30 institutional clients during the retirement
plan implementation process.
- Partners with managing consultant, external third party consultant firm and individual consultant on the institutional
- Consults with Institutional Client Services problem solving and culture and action committee to identify department
- Strategically outlines continuous improvement of standard controlled processes for client and internal product and service implementations, trainings and communications which increases efficiencies.
- Conducts implementation/discovery meetings including pricing, marketing and relationship management.
0-5 years of experience
Act as liaison between the institutional client and the transition team.
- Responsible for overall service delivery and project management oversight during the implementation process.
- Conducts weekly internal ([company name]) and external (Client/Advisor) status conference calls.
- Ensure that all client initiatives are executed effectively and efficiently, using standard processes and reporting metrics.
0-5 years of experience
Coordinate, facilitate and track task management activities associated with non-standard activation deliverables for CaseSentry monitoring product.
- Identify, mitigate, track and resolve activation project issues and concerns during implementation.
- Proactively disseminate project information such as project timeline, Datasets, access information, etc. to team members and clients.
- Convey and/or define clear, reasonable, and mutually agreed upon project expectations to team members and clients.
- Tracking of allocated hours used by Transition Managers with an eye toward efficiency, effectiveness and the lowest cost of giving service possible.
- Anticipating obstacles and addressing them in a proactive manner
- Drive resources toward implementation optimization and speed, working to shorten implementation times, eliminating exceptions and increasing customer satisfaction and proficiency
- Provide end user training on use and application of CaseSentry as needed
- Finding and creating ways to identify and implement “value-add” to the Transition Manager position
- Working as a CaseSentry Appliance Engineer or Customer Service Manager support during bench or low utilization times
0-5 years of experience
- Successful transition of development, enhancement and production support work of 80 applications residing on various platforms
- Migration project planning and approval of plans and budgets from relevant stakeholders
- Onsite and offshore resource allocation, Travel, Knowledge transfer, Infrastructure setup, execution of secondary and primary Job shadowing
- Project Status Reporting, Measuring the effectiveness of KT, Metrics reporting, documenting the best practices and lesson learnt etc
- Formal acceptance of steady state and deliverables from the client
0-5 years of experience
Developed, enhanced and implemented changes for the transition process store from a Sears owned store, to an individual owned Sears Hometown Store.
- Redesigned the set-up of the store to better accommodate the merchandise.
- Responsible for every phase of day-to-day store operations.
- Ordered, received and maintained the merchandise.
- Managed and mentored store associates.
- Consistently had an increase in the stores sales volume.
- Focused on excellent customer service.
0-5 years of experience
Hired to transition the store from a Sears owned store, to an individual-owned Sears Hometown Store. Once it was transitioned, was retained by the new owner as the manager of the store.
- Developed, enhanced and implemented changes for the transition process.
- Redesigned the set-up of the store to better accommodate the merchandise on hand.
- Responsible for every phase of day-to-day store operations.
- Ordered, received and maintained the merchandise.
- Managed and mentored store associates.
- Consistently had an increase in the stores sales volume.
- Focused on excellent customer service.
0-5 years of experience
Manage IT Deployment Technicians including scheduling daily deployments, ensuring timely deployments, accurate reports, and performance of all other duties and assignments. Providing leadership and technical guidance for difficulties deployments and making adjustments as necessary.
- Manage the movement and transition of Hewlett Packard Enterprise Systems (HPES) equipment including receiving of new equipment, deployment, removal of old equipment, track and reporting asset movement, disposal of legacy equipment including warehousing, preparing equipment for shipment and coordinating shipment.
- Maintain all HPES systems including ACES and legacy equipment, parts inventory and system replacement.
- Domain Administrator for active directory changes, and group updates, main contact for all changes.
- Network address management with Wallop’s IP Address Management System (WIPR) insuring new IP assignments are accurate, current IP addresses are updated and complete, resolving all conflicts and releasing unused IP address to availability pool.
- Sr. IT Technical lead for all trouble calls that develop from new deployments, maintain a log of problems, reporting lessons learned, educating team members on resolutions and escalating incidents to the engineers that cannot be resolved locally.
- Assist HP Engineering team in testing new Gold OS builds, NASA software overlays, and changes to procedures. Maintain working IT lab for HP engineers to examine deployed equipment in a realistic environment.
- Train IT technicians on deployment procedure as required by NASA and Hewlett Packard (HP) and ensure that the team follows the most current deployment guide at all times.
- Review and disperse updated materials and new procedures to the deployment team as needed Coordinate with HP and NASA teams to ensure quality control, ISO 9001 compliance and end user satisfaction.
0-5 years of experience
Responsible for maintaining relationships with Subject Matter Experts / PMO and Cross Functional Operations to influence their decisions regarding the scoping and approach to the Service Transition of projects.
- Work with the Program Executive to ensure adherence to legally binding requirements and client’s long-term goals.
- Ensure expectations are set with customers in regards to implementation and configuration of service management systems, hardware, and telephony
- Ensure that service management costs are viable and taken into account within the overall solution cost
- Work with Business Solution Directors and XFO to ensure expectations of service levels are appropriately set and managed.
- Accountable for ensuring Service Readiness with regards to operational delivery, solution transfers, resource hiring / training, service management processes and policies
- Coordinate handover and operational acceptance criteria
- Works with senior management on project proposals, bids, contracts, estimates, and schedules.
- Establishes appropriate metrics for measuring key program criteria.
- Identifies and recommends contingency measures resulting from risks, scope changes or unplanned events.
- Develops and determines priorities and monitors and reports status of assigned project on a routine basis.
6-10 years of experience
- Respond to financial advisors’ requests, questions and concerns in a fast paced work environment
- Work directly with financial advisor to create strategy for transferring hundreds of accounts
- Responsible for tracking and overseeing the transfer advisor’s book of business
- Respond to complex and intricate issues that may arise
- Train and support financial advisor and staff, often required to travel off-site
0-5 years of experience
Ensuring a seamless transfer of operations from the existing Doha International Airport to the New Doha international Airport
- Coordinating with all business units within the ground services by identifying strategy to meet the operational demands through process enhancement and facility provision.
- Define the operational readiness and transition plan for all business unites,
- Develop effective analysis, effective projects tracker to provide solutions with different
0-5 years of experience
Managed and lead all transition activities for several major government clients including Video Teleconferencing and Conference Support contracts with an operations and maintenance scope.
- Integrated schedules, scope, and other project tasks into a comprehensive transition strategy.
- Created project information such as project timelines, transition plans, activity and milestone lists and all supporting documentation for audio/visual and VTC contracts.
- Defined and conveyed clear, reasonable, and timely project expectations to team members and clients. Developed processes to allow for clear communications across multiple channels.
- Identified, analyzed, and monitored project risks, provided mitigation strategies. Responsible for driving, tracking, and applying risk mitigation techniques for complex requirements.
- Communicated project performance reports and lessons learned through briefs, emails, and reports to both clients and senior company executives.
- Created employee orientation programs that were used to onboard new employees at multiple client sites coordinating directly with executive leadership. Developed presentations, timelines, training manuals and all supporting documents needed to ensure a successful start to new contracts.
- Supervised team of conference planners/schedulers and audio visual technicians in support of the National Science Foundation Meeting and Events Management
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Last edited by: Gabriela Barcenas, CPRW, Content Writer II -
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
