Resume of Process and Quality Excellence

Title
Process and Quality Excellence

Primary Skills
Six Sigma, Total Quality Management, ISO 9000, CMMI, Program/Project Management

Location
US-FL-Tampa (will consider relocating)

Posted
Feb-06-08


Implementing Process, Quality, Operational & Managerial Excellence
Using Proactive Change Management

Avoiding Corporate Cardiac Arrest brought on by failed
process, quality, operational and managerial improvement projects and programs.

Providing to your company a successful acumen in Process Improvement, Quality Management, Operational and Managerial Excellence utilizing Proactive Change Management Dynamics. Proactive Change Management involves understanding the levels of stress that changes will cause in an organization, for its people, customers, and other stakeholder. It involves proactively developing strategies and action plans to identify, prioritize and manage change(s) yet still being able to respond to the effects of ambiguity, resistance to change and the ever changing business environment.

Master's of Computer Science, B.S. (Mathematics & Science), Six Sigma Greenbelt, ISO 9000 Lead Auditor and Director of Process & Quality Management with experience developing and institutionalizing process/quality initiatives, managing organizational change and technical project and developing performance metric targets for organizations ranging from $8 million to $4.4 billion in annual revenues.

Core competencies: Project & Program Management; Business Process Reengineering; Root Cause Analysis; Total Quality Management (TQM), System/Software Development Lifecycle (SDLC); CMMI, COBIT, IT Frameworks; Client Relations; Risk Management; Planning/Implementing Enterprise Resource Planning (ERP) Applications, Six Sigma and ISO 9000

PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS

Business Process Excellence

* Demonstrated impact of upstream product/project decisions on support center call volume to business units, realigning support center and business unit interaction and reduced “call abandoned rate” from 21% to 8%. (Harcourt Education)
* Developed and institutionalized changes in technical services (IT) to implement Enterprise Architecture Framework, COBIT and CMMI Capability Level 2/3 to meet Six Sigma challenges. (JEA)
* Slashed number of projects 70% (from 100 to 30), cut estimated costs 67% (from $21 million to $7 million), and significantly reduced uncoordinated requests by developing new business case definition and approval concept, which allowed IS to focus its resources on key corporate maintenance and development efforts. (Intermedia Communications)

Quality Excellence

* Supported the Software Engineering Process Group (SEPG) by developing the concept, charter, processes and procedures for the Solutions Engineering Group (SEG) to integrate the evolving Enterprise Architecture Framework into Technical Services' maturing CMMI software development environment. (JEA)
* Delivered 6-fold reduction in non-reimbursed service time, reduced pre-installation cancellations by 75%, and significantly improved customer satisfaction by initiating and institutionalizing proactive auditing. (Intermedia Communications)
* Lead Consultant for ISO 9000 Certification by GAITronics, a manufacturer of telecommunications systems (Gilbert Europe) and QS-9000 Certification by Engine Master, remanufacturer of Cadillac Engines (Company Entiér).

Operational Excellence

* Assessed the Miami-Dade Water and Sewer Department's readiness to implement its customer information and enterprise asset management systems. Identified key risks and highlighted the level of effort needed to implement, institutionalize, and utilize the new applications. (Enterprise Technology Partners)
* Conducted project review for the South Florida Water Management District (SFWMD) that evaluated ERM/ERP implementation plan, defined best practices, established benchmarks, and determined the total cost of ownership. Consequently, value-added results led to opportunity for increased support of SFWMD and its governing board. (Enterprise Technology Partners)
* Increased efficiency 60% (relating to order quality) by helping sales department understand and appreciate service delivery needs, thereby improving delivery dates and decreasing “Customer Not Ready” incidents. (Intermedia Communications)

Management Excellence

* Helped a large utility company's technology services shift from CMM Level 1 to CMMI Capability Level 2/3 and implemented new procedures that improved cost and schedule estimation accuracy more than 50%.(JEA)
* Developed prototype database that identified, defined, managed, and reported operational, product line, and financial metrics that tracked changing business conditions and out-of-control processes. These fact-based metrics became the key component of senior management reports. (Intermedia Communications)
* Resolved conflicts within and between organizations. (Harcourt Education/JEA/Enterprise Technology Partners/ Intermedia Communications/Company Entiér/Frees Tech/Ferranti/General Electric/US Air Force)

PROFESSIONAL EXPERIENCE OVERVIEW

* Independent Consultant, RandStad (Harcourt Education) and Enterprise Technology Partners (JEA), 2004 to Present
* Project Manager/Senior Consultant, Enterprise Technology Partners, 2002 to 2004
* Director TQM/Director Lifecycle Process Management, Intermedia Communications, 1999 to 2001
* Principal Consultant/Project Manager, Company Entiér, 1995 to 1999
* Contract Consultant, Maxim Group, 1995 to 1995 (6 Month Assignment)
* Quality Program Manager, Information Environments Group, 1994
* Project Manager/Auditor, Gilbert Europe, 1993
* On-Site Project Manager, Frees Tech International, 1991 to 1993
* Project Manager/Software Quality Program Manager, Ferranti International Defense Systems, 1987- 1990
* Special Project Analyst/Manager Software Standards and Support/Manager Systems Analysis and Application Software/Lead Software Engineer/Systems Engineer/Senior Engineering Programmer Analyst, General Electric, 1980 to 1987
* Computer Systems Staff Officer/Detachment Commander/Officer In Charge of Input/Output Processing/Duty Programmer/OIC Headquarters and Base Data Center, US Air Force, 1966 to 1980

EDUCATION

* Master's of Computer Science - 1971 - Texas A&M University, College Station, Texas
* B.S., Math/Science - 1966 - Johnson State College, Johnson, Vermont

PROFESSIONAL DEVELOPMENT

* CMMI Version 1.2 Upgrade Training - October 12, 2007
* Certification of Completion - Introduction to Capability Maturity Model Integrated (CMMI) - December 17-19, 2002
* Six Sigma Green Belt Certification - May 2002 - University of Michigan Engineering - Center for Professional Development
* Certificate of Completion - Six Sigma Executive Overview - December 2001 - Eastern Michigan University
* Certificate of Completion - ISO 9000:2000 Revisions - August 21, 2000 - European Quality Institute - Jack West, Chairman, U.S. TAG-TC#176, Instructor
* Appointment of Lead Auditor - June 19, 2000 - Intermedia Communications - Michelle L. Westich, VP, Business Process Solutions (BPS) Services
* Certification of Completion - Introduction to Capability Maturity Model (CMM) - June 16-18, 1999 Carnegie Mellon University - Software Engineering Institute
* Certificate of Completion - Introduction to Data Modeling and Database Design with ERwin Course - March 1, 1996
* Certificate of Completion - Introduction to Business Process Modeling with BPwin Course - January 30, 1996
* Certification Record for Lead Auditor - October 3, 1994 - ANSI N45.2.34, Qualification of Quality Assurance Program Audit Personnel for Nuclear Power Plants, NQA-1, Quality Assurance Program Requirements for Nuclear Power Plants, ISO 10011-1, -2, -3, Qualification Criteria for Quality System Auditors - Gilbert/Commonwealth - B. E. Longernecker, Audit Evaluation Panel
* Certificate of Achievement - TickIT Auditors' Course - Reference 822-008-2A - 6 - 10 December 1993 - Gilbert Europe
* Certificate of Achievement - Quality Auditing Course - Reference 902-000-01A - 19 - 23 July 1993 - Gilbert Europe

Certifications
* CMMI Version 1.2 Upgrade Training - October 12, 2007
* Certification of Completion - Introduction to Capability Maturity Model Integrated (CMMI) - December 17-19, 2002
* Six Sigma Green Belt Certification - May 2002 - University of Michigan Engineering - Center for Professional Development
* Certificate of Completion - Six Sigma Executive Overview - December 2001 - Eastern Michigan University
* Certificate of Completion - ISO 9000:2000 Revisions - August 21, 2000 - European Quality Institute - Jack West, Chairman, U.S. TAG-TC#176, Instructor
* Appointment of Lead Auditor - June 19, 2000 - Intermedia Communications - Michelle L. Westich, VP, Business Process Solutions (BPS) Services
* Certification of Completion - Introduction to Capability Maturity Model (CMM) - June 16-18, 1999 Carnegie Mellon University - Software Engineering Institute
* Certificate of Completion - Introduction to Data Modeling and Database Design with ERwin Course - March 1, 1996
* Certificate of Completion - Introduction to Business Process Modeling with BPwin Course - January 30, 1996
* Certification Record for Lead Auditor - October 3, 1994 - ANSI N45.2.34, Qualification of Quality Assurance Program Audit Personnel for Nuclear Power Plants, NQA-1, Quality Assurance Program Requirements for Nuclear Power Plants, ISO 10011-1, -2, -3, Qualification Criteria for Quality System Auditors - Gilbert/Commonwealth - B. E. Longernecker, Audit Evaluation Panel
* Certificate of Achievement - TickIT Auditors' Course - Reference 822-008-2A - 6 - 10 December 1993 - Gilbert Europe
* Certificate of Achievement - Quality Auditing Course - Reference 902-000-01A - 19 - 23 July 1993 - Gilbert Europe


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