Ellen Boone Email & Phone Number

Leading the delivery of the transition programs and associated projects for BT’s largest contracts (>$25 million annual revenue) from bid through account start up. Managing the risks and impacts to all aspects of the delivery of services (financial, schedule and quality) to ensure increased productivity, communication and customer satisfaction.

Led strategic enterprise wide continuous improvement programs for the IT Program/Project Management Delivery organization. 2010 focus included implementing new processes and tools for dependency management, release management, troubled project recovery planning and risk mitigation.

Directed the transformational initiatives that shaped NASCO’s future product and system capabilities and processes; modernized the legacy mainframe program and the order-to-cash lifecycle process improvement programs resulted in improved speed to market, cost, quality and customer satisfaction. Led a team of 60+ direct and indirect reports including: program managers, project managers, business analysts, architects, business operation managers and staff. Managed the onshore and offshore vendor relationships. Reported directly to the CIO.• Developed strategic direction for multi-year transformational system and process improvements.• Initiated the modernization of a legacy 20+ million line of code system to the conversion of an iterative development of a service oriented design working with a 3-year budget of $50+ million - anticipated savings of 20% in total cost of ownership by 2011.• Led a highly successful corporate wide order-to-cash lifecycle process improvement initiative to improve overall demand planning, portfolio, performance, delivery, operations and financial management. Resulted in the initiation of portfolio management, function point analysis and a 30% improvement in demand planning leading to improved delivery and customer satisfaction.• Led direct reports and matrixed/cross functional teams in the development of vendor RFIs/RFPs, selection assessments and roadmap activities.• Built strategic partnerships with vendors in the development of system modernization activities.• Developed metrics and measurements for success criteria for system and process initiatives.• Communicated the direction and status of the initiatives to NASCO C-level senior management and governing owner boards.

Led the Program Management Office for a high visibility global corporate restructuring directive focused on effectiveness and efficiency that realigned EDS operations delivery, client-facing and capabilities organizations for 80,000+ associates. This large initiative brought regional data centers and resources under centralized leadership creating super regional data centers, aligning goals and objectives, to achieve a run-rate benefit of 30-35% over a 24-month rollout plus ongoing continuous improvement of 7-9%. Additional qualitative benefits included standardization, automation, best shore, continuous streamlining and reduction, and consolidation of business management / administrative functions. Over 100+ data center locations were organized into 16 super data centers worldwide (5 in the US).• Led matrixed/cross functional teams in the development of overall program strategy and detailed project plans.• Led the formation of the multi-phase plan for the transformation of each data center to include phases for design, transition, improvement and measurements for ongoing progress.• Led and coordinated the partnerships between data centers and their supported accounts for shared goal setting and performance measurement.• Led the collaboration between operations delivery, client-facing and capabilities organizations for the development of shared documentation and the creation of an online and up-to-date data center handbook.• Led the creation of a centralized data center scorecard focused on financial performance, productivity, labor costs, quality, employee retention/training/satisfaction, compliance and capacity.• Communicated the program and project level plans and status to EDS Chairman/CEO/President, executives and senior management.• Coordinated plans between multiple programs (Lean Six Sigma, restructure and improvement plans).• Provided program management for off shore initiatives.

Managed the design, development and implementation of a telecommunications (network and phone) move/add/change workflow and asset management system for Bank of America.• Assumed leadership of 70+ direct and indirect reports and re-engineered the solution for a year-old initiative working with a $7.5+ million budget.• Implemented strong program management methodologies and built a high performance application delivery team.• Directed and led matrixed/cross functional teams for all aspects of the system development, including, program management, requirements, application development, support and administration, reporting, change management, release management, training and documentation.• Managed the development of a 99.9% uptime interface between client and EDS systems. • Partnered with external vendor for application development.• Rebuilt strained customer relationship through improved communication on the detail of the design, status of development, program schedules and governance reporting.

Responsible for the development and delivery of technical help desk services for 65,000+ end users at Bank of America. Led a team of 300+ employees in the U.S. and Canada.• Delivered the first contracted service for this client, gaining confidence and opening doors for additional business.• Managed the transition/transformation of contracted services on an aggressive schedule, meeting client satisfaction and service level agreements, working with an $8.8 million annual budget.• Managed all aspects of off shoring services and achieved “steady state” on schedule and on budget.

Responsible for the cross functional change management, problem management and help desk solutions for a $6+ billion pursuit with Bank of America. Key client relationship manager for delivery of services responsible for client interaction, written responses, oral presentations and due diligence.• Successfully sold $88 million, 10-year contract of new cross functional business.• Crafted solutions that met client requirements by leveraging EDS’ IT resources.

Managed help desk delivery solution development for the MCI WorldCom account. Provided direction, planning and costing for new business initiative projects.• Ensured all business solutions were achieved on schedule and within budget and were consistent with department objectives, client requirements and corporate goals.• Directed the continuing improvement of the help desk product offerings.• Managed teams aligned from matrixed/cross functional areas and client relationships.

Managed major re-engineering projects for division including design and implementation of new call tracking system spanning multiple business units, business process definition and implementation, consolidation and integration of large help desks, and new business needs for department start ups.• Managed all aspects of project definition, facilitation, consulting, client relationships, scheduling, estimation, project delivery and implementation, testing and support of systems.• Led a 30+ associate team of help desk managers, agents, reporting analysts and project managers.

Managed planning, quality and delivery of technology support services for providing and maintaining business critical software applications, servers and PC/laptops for the Southeast Trust Division. • Managed all aspects of project definition, facilitation, consulting, client relationships, scheduling, estimation, project delivery and implementation, testing and support of systems with a 10+ associate team.