Pat N. Email & Phone Number

Scottsdale, Arizona

• Managed complex projects for a major financial institution. Led customer and technical teams through all project phases from kick off through implementation and closure. Developed project plans and schedules, financial tracking and other status documents. Worked with all levels of customer and technical resources, up through and including senior management.• Managed infrastructure interface using Agile techniques for seamless interface with development teams. • Effectively managed off shore resources, utilizing flexible methods to achieve maximum productivity.• Managed a Program for funding mainframe projects. Developed streamlined tracking and reporting process.• Managed the successful migration of a critical system to a new data center. Managed the successful migration of a Disaster Recovery system to close a data center.• Managed third party vendor support, tracking work effort and hours expended against estimates. Negotiated reporting mechanism to provide customer with required data in a timely manner.• Supported multiple Work Streams for Disaster Recovery in the development of initial strategy and plans. Communicated status to executive leadership and provided transition consistency.

• Managed a Request for Service Program for a Fortune 100 customer; leading teams of up to 30 members. Continuous improvement of customer satisfaction by driving to targeted completion dates and keeping the client readily apprised of program and project status. Coordinated program resources across multiple business units.• Directed teams of Project Managers in the implementation of over 1,500 distributed infrastructure projects in three years.• Revised program management strategy by increasing customer contact, improving project delivery by 20% year-over-year and contributed to a 10% increase in overall customer satisfaction. • Created a comprehensive program reporting package for Executive Management that allowed straightforward tracking of project metrics (cost, change, risk and durations) and a clear picture of overall program status.• Directed the development of standard process documentation for the program, which increased overall efficiency and ensured alignment with client deliverables. • Led development of an innovative process improvement for handling small service requests by collaborating with cross functional business and technical teams. Changes resulted in improved customer satisfaction with lower overhead costs. • Led project management staff through two separate contract renewals and developed a program communications strategy for rolling out contract changes.• Managed an international Help Desk migration project which moved operations from Europe to the US and saved the company $2M annually. • Managed data center server refresh and consolidation projects resulting in reduced costs to customer. • Collaborated with other leaders to change the support model and create a one-team approach that improved customer service by providing a broader and more consistent range of coverage.

Ran projects for Fortune 100 Company under a Request for Service Program. Managed an international Help Desk migration project which moved operations from Europe to the US and saved the company $2M annually. Managed data center server refresh and consolidation projects that resulted in reduced cost to customer for equipment and support. Managed a team of Server Administrators performing 24x7 support of distributed servers in 2 Call Center locations.

Managed teams of 6 – 12 Server Administrators responsible for day-to-day management of 140 distributed servers in a pair of 24x7 call centers. Managed budget of $4M for capital / equipment and operating expenses. Handled FTE resourcing, utilization of contract resources and performance management process activities. Managed aspects of the Year 2000 transition for American Express Technologies Operations. Oversaw expense submissions and ensured adherence to budget. Implemented Year 2000 Completion Strategy across American Express Technologies which resulted in minimal incidents during the cutover period. Developed Contingency Plans for AET Operations that covered events related to Year 2000. Designed and conducted rehearsals of Y2K Command Centers in Australia / New Zealand, Europe and the US which prepared team for the “follow the sun” sequence between 12/31/1999 and 1/1/2000.

Performed project assessments, for a major financial corporation, and determined the project’s quality from a management perspective. Reviewed projects for compliance in preparation for an FDIC audit. Validated testing documents from operational areas in preparations for IV&V engagements as a member of the Independent Verification and Validation team. Managed an outsource project related to documentation of the healthcare system for a large telecommunications company. Performed requirements management; gathered, analyzed and verified requirements from customer and formatted for developers. Actively participated in assessment to attain Capability Maturity Model (CMM) Level II certification.

Education record

Education record

Project Management Professional (PMP) Certification