Dawn Mular - Helping Friends Career Network

Thursday, August 2, 2007

CANDIDATE: IT Enterprise Programs, Services Manager

SUMMARY: Skills- Versatile in Information Technology and the logic that drives it, this, Fortune 500 Experienced Global IT Program Manager is available with Six Sigma, Enterprise Knowledge and Resource Management experience with technical, operational, and strategic service delivery issues. Process improvement, training, people management.


Lives in CO, willing to relocate for the right opportunity.

Resume Presented by: Helping Friends, LLC.
Contact: Dawn Mular dawn.mular@helpingfriendscareernetwork.com

Telephone: 330.703.1007

http://hfcareernetwork.com

Candidate ID: TV960

Date of Submission: 08/03/07

OS/SOFTWARE EXPERIENCE

UNIX/Sparc | Macintosh | PC/Intel/Linux | MS Word, Excel, Project, Visio | Adobe Creative Suite | Google SketchUp, Maps

CERTIFICATIONS

Sun Certified System Administrator for Solaris, Part 1

STI Knowledge: Certified Knowledge Manager

Sun Six Sigma Green Belt

RELATED COURSEWORK

Project Management Fundamentals at Sun, 2005

Six Sigma: Sigma Orientation and Sigma for Everyday Use, 2003

Sun CAP (Change Acceptance Process) Orientation, 2003

Sun ONE (Open Net Environment) Fundamentals, 2002

Customer Advocacy Speaker Workshop, 2002

FrontLine Leadership, 2001

Coaching, the InsideOut Advantage, 2001

Managing Within the Law I and II, 2001

Solaris 7 System Administration I and II, Sun Microsystems, 1999-2000

PROFESSIONAL EXPERIENCE

Castle Rock Associates, Lafayette CO: Project Manager (11/2006-present)

Intelligent Transportation System (ITS) software design

Client management

Requirements gathering and resource planning

Scope of work definition

QA planning

Usability testing

GUI design

Sun Microsystems, Broomfield CO: IT Process Architect (12/2005-11/2006)

Process creation, definition, documentation, training, and implementation across global IT

Curriculum development and training delivery in multiple settings and environments

Sun Microsystems, Broomfield CO: IT System Technologist (04/2002-12/2005)

Desktop, Application, and Server support

Network (including wireless and remote technologies) support

Project and Partner Management

Manage team of Sun and Partner staff to develop training curriculum

Travel to partner sites to train partner engineers

Maintain strong relationship with partners to deliver quality support

Saved Sun approximately $250,000/year through implementation of Knowledge Management

Sun internal application enhancements

Service Account Management

Service Level Agreement negotiation

Build and maintain relationships with product managers in IT

Issue bugs and requests for enhancements, drive prioritization and completion

Facilitate beta testing of Sun products within the Sun IT environment

Track product issues using Root Cause Corrective Action

Interface with IT to provide Help Desk feedback and metrics

Evangelize Sun IT to external customers

Sun Microsystems, Broomfield CO: IT Supervisor (10/2000-04/2002)

Responsible for managing overall performance standards for individual contributors including setting objectives, metrics reporting, and monitoring progress against objectives

Customer escalation management

Manage relationships with service partners including field and campus support, IT product managers, vendors, and Helpdesk staff

Sun Microsystems, Broomfield CO: IT System Technologist (03/1999-10/2000)

Desktop, Application, and Network support

Train Helpdesk engineers

Create support procedures for complex mission critical applications

New application deployment contact for other IT support staff

Technical escalation manager for desktop software support

Mentoring for newly hired IT Support engineers

University of Colorado Health Sciences Center, Denver CO: Professional Research Associate (09/1998-03/1999)

Clinical Coordinator for national lung cancer research program

Collaborated with national research teams to procure samples for lung cancer tissue bank

Improved tissue bank database by acting as a liaison between researchers and database engineers

EDUCATION

Master of Science in Biochemistry and Molecular Biology from Colorado State University, Fort Collins CO (08/1993-05/1998) GPA:3.2

Bachelor of Arts in Philosophy from Colorado State University, Fort Collins CO (08/1988-05/1991) GPA:3.5

References available upon request.