career objective                              

client-focused project manager eager to contribute sharp business acumen and superior leadership skills toward supporting the employer in maximizing operational and financial performance

profile                                                

ø  offer more than 10 years of progressive project management experience, with expertise in strategic planning, continuous process improvements, change and release management, crisis and conflict control,  and staff development

ø  drive the design and implementation of innovative business solutions, including just-in-time, total quality management, and erp (enterprise resource planning) systems; strong understanding of complex technical concepts

ø  expertly create and enforce aggressive resource planning programs including utilization, organizational management, employee training, accountability measures, systems implementations, and quality controls

ø  solid record of building and leading top-performing support teams; plan and coordinate human resources and workflow optimal coverage while containing labor costs

ø  dynamic organization, prioritization and time management skills; consistently achieve critical deadlines while maintaining high quality standards

 

~ key achievements ~

• played integral role in increasing lawson professional services sales by nearly 55% to $7.9m within one year
• designed highly effective performance incentive and employee recognition programs that substantially increased staff retention and satisfaction levels within lawson professional services division
• boosted lawson performance group gross profit margins through operational restructuring, process improvements, quality control, and effective financial stewardship; increased availability and developed service level commitments
• cut lawson software workforce from 12 to 1.5 onsite full-time employees and outsourced it system administration, resulting in increased profitability and productivity; additionally, client successfully passed initial sox audit
• successfully improved service reliability and customer satisfaction at ing of americas by pioneering continuous process improvements, increasing productivity, and reducing costs
• reduced duplication of services at ing in the wake of major corporate merger

professional experience                

absolute! professional services corp., minneapolis, mn                                                                                    2004 c 2008

practice director, lawson professional services division (10/07 c 11/08)

• coordinated three managers and all division employees engaged in all aspects of operations, managed system implementations, oversaw service delivery, created forecasts and schedules, drove purchasing and vendor management, and led client relations efforts
• improved service efficiency, removed variances, and eliminated waste with a new resource management system incorporating utilization monitoring, reporting, and online project management

business unit manager, lawson performance group / professional services (10/04 c 10/07)

• launched lawson professional services division, established project management office, and supervised 26-member staff of advanced technology and service delivery specialists
• entrusted with p&l accountability, account management, software implementation and release management, strategic planning, business development, compliancy regulation, personnel performance program, and operational management

operational manager / contractor, lawson software (10/04 c 10/05)

• served as onsite consultant responsible for managing lul project and support team; directed installation and maintenance of code development and beta product, including maintenance revenue tracking, sarbanes oxley process improvements, change and release management procedures and documentation, service level commitments, security best practices, and reporting

 

continued

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ing of americas c service management and process improvements, minneapolis, mn                            1998 c 2004

service restoration manager / project manager (10/02 c 4/04)

• executed a broad range of functions to ensure optimal delivery of service and appropriate management of critical outages in an area responsible for generating up to $1b in revenues
• investigated, identified, and analyzed root causes of outages affecting applications, tools, and servers; partnered with interdisciplinary teams to reduce downtime and minimize impact to customers
• developed and implemented project management methodology and itil service management to improve overall quality of internal and external business operations

project manager (7/98 c 10/02)

• led change management, corporate integration, staff training, and project delivery initiatives following merger of ing of americas, reliastar, and aetna financial services; improved performance, technology, and capacity
• managed multiple concurrent projects with the potential to impact 20,000 customers across the us; oversaw the enterprise-wide introduction of itil service management, new tools, processes, and services in a virtual environment

 

~ community activity ~

volunteer crisis counselor, crisis connection
volunteer, habitat for humanity

volunteer, feed my starving children

education                                           

university of phoenix                                                                                                                            2004

bachelor of science in e-business / computer science

 

~ professional development & certifications ~

university of st thomas                                                           

mini master of project management                                                                                                     present

lean six sigma green belt certification                                                                                               2009

 

minneapolis community college                                                                                                                        2009

mastery of business administration (mini mba)

 

loyalist college                                                                                                                                                2004

itil service management essentials certification

 

 

 

 date

 

 

 

hiring agent name

title

company name

address

city/state/zip code

 

dear__________________:

 

i am currently seeking a challenging career opportunity in a insert job title capacity and am submitting my resume for your review.  in advance, thank you for your time and consideration.

 

as demonstrated in the accompanying resume, my professional qualifications include numerous years of experience evaluating business operations to develop and implement highly effective improvement strategies.  i excel at quickly identifying and addressing client-specific needs.  i have a demonstrated history of revamping underperforming sectors by creating solutions and introducing technologies that save on costs and generate additional revenue.  my strong communication and relationship management skills have consistently proven instrumental in my ability to manage cross-functional teams that achieve outstanding levels of customer satisfaction.

 

as an employee, you will find me to be a driven team player committed to supporting you in achieving your objectives through superior performance.  i am confident that i could be a valuable asset to your firm, and look forward to interviewing with you in the near future.

 

sincerely,

 

 

 

 

yyyyyy x. yyyyyy