Carol Gessner Email & Phone Number

Fort Collins, Co, Us

Greeley, Colorado, United States

Core team member creating IT's Project Management Office from the ground up: - Created metrics and executive dashboards for County Commissioners- Defined IT's project request process for new budget year;- Created IT's Bid/RFP process including workflow, templates, scorecards, and archive; - Defined roles and responsibilities for PMO membersCreated a Lean process improvement program for Weld County:- Determined methodology for business process analysis- Led process improvements across county departments including: - Streamlined jail booking, inmate classification, and release processes - Reduced wait times in Department of Motor Vehicles - With the Human Services department, reduced backlog and created standard process for Diligent Search;. Created new child placement process in conjunction with new software application rollout.- Program lead for County-wide Imaging System.- Co-led RFP process to replace Public Safety system. Project coordinator and Training deployment lead for subsequent implementation project.

Greeley, Co

Working with Weld County Government on improving business processes and workflow.

Retail Publishing Solutions - North America Region

Engineering, Quality, & Business Process Manager• Revised daily reporting and case closing procedures for the Call Center cases to optimize team efficiency. Reduced daily overhead in manual case closure by 90% and achieved cost savings with a 94% reduction in unreturned “good, not used” parts.• Championed “continuous improvement” efforts for North America, providing support data and reports for improving product quality and initiating process changes to reduce support costs. • Drove revamp of escalations process to speed issue resolution. Achieved a 99.9% connection rate to enable remotely resolving product issues. Received accolades from Walmart Operations HQ on our delivery of support, as well as “Vendor of the Year” in 2010 and 2011 from their Electronics department.Daily Operations Manager• Led overall North America Daily Operations overseeing call center, field repair partners/vendors, technician training, third-level support, repair process design/optimization, and metrics reporting. During this time, our installed base grew from approximately 500 retail sites to over 4000 locations.• Championed “Early Warning Signal” process to catch customer issues earlier, and align technical resources and management support to proactively address support problems before receiving customer escalations.• Change agent that led Operations organization through a major transformation of third party service providers from a “time and materials” model to a more efficient and effective “managed services” business model. Led off-sites to restructure roles and responsibilities, identifying critical tasks and ensuring clear ownership and smooth transition of responsibilities. As a result of the new business model and associated restructuring of the organization, service levels improved with millions of dollars in cost savings.

Retail Publishing Solutions - North America Region

Vendor Manager• Led cross-departmental task force to increase SLA (service level agreement) compliance from 59% to 84% in six months by revising support processes with vendors. Created a positive working relationship, focused on increasing effectiveness and efficiencies across both companies. • Effectively managed CompuCom, vendor which provided technicians to install and service our photo center equipment. Managed metrics and lead quarterly business reviews.

Digital Photography And Entertainment

Supply Chain Program Manager• Co-led the creation of a comprehensive bidding process for HP digital cameras. Using revised RFQ process, avoided $8.5M in costs and reduced rework, shaving two months off the 12 month product development schedule. • Managed the Cost of Sales savings planning process to cut $64M from overall division costs. Worked with regional partners and product line operations teams to brainstorm and scope project ideas; prioritize projects based on ROI.• Program managed the standardization of the camera contract templates across Fort Collins and Singapore teams, which included adding penalties for suppliers based on cumulative product failures and contributed to an overall decrease of $5M in warranty costs.Supply Chain Project Manager• Managed a supply chain team consisting of New Product Introduction (NPI) project managers, packaging engineers, and Early Marketing Units program manager to deliver camera programs. By redesigning our camera packaging and reducing skus, we achieved a savings of $6.5M.• Aligned team on strategy, tools, technology, processes, and budget. Set yearly objectives, tracked monthly progress, provided performance feedback, salary administration, and mentoring.

Digital Imaging

Usability/Documentation/Localization and R&D Project Manager• Led team to meet usability, documentation, and software deliverables for HP’s camera and scanner product lines. Our software and documentation was localized into 20+ languages and delivered on-time and with high quality. Worked with the R&D design teams to create easy-to-use hardware and software products, and performed usability testing with target customers to ensure ease-of-use.• Championed implementation of content management system with scanner documentation and software online help. In the first year, content management saved approximately 7% in localization costs and reduced localization schedule by 4 weeks while increasing the number of languages from 19 to 26.• Managed a yearly budget of $4M. Responsible for yearly targeting, monthly tracking/updates, and budget cutting when faced with difficult business conditions.

Various positions within HP such as Technical Marketing Manager, Technical Support Manager, Support Planning engineer, and R&D Engineer for HP's Enterprise software division.

Iowa City, Iowa Area

• Taught “Introduction to Computer Science” for undergraduates. Responsible for class curriculum, lesson planning, teaching and grading.• Teaching assistant for “Introduction to Programming” class. Led small study groups and provided assistance to students on class assignments.• Research assistant focusing on system testing of new software, which provided the basis for graduate thesis.

Dubuque, Iowa Area

• Quality Assurance test lead and Applications Support programmer for a medical software company, specializing in billing, insurance, and scheduling for doctors’ offices.

Lean Transactional For Business Processes

Lean Leadership

M.S., Computer Science

B.S., Computer Science

June 2012

Since May 2009