Candidates About

 

Raymond j. allen

         

Program manager, Service Delivery Manager, Operation Manager

 

Program Manager, Service Delivery Manager, Project Management, Operations and Customer Service Manager with 20+ years experience.  Expertise in telecommunications, manufacturing, and customer software support.  Proven ability to manage personnel, materials, planning and scheduling, and day-to-day operations.  Demonstrated skill in managing and implementing projects and problem solving, as well as in all aspects of material management from production planning to development through manufacturing execution. 

 

Service Delivery Management • Program Management • Budget Preparation • Corporate Communications • Customer Service • Facility Management • Forecasting • ISO 9000 • Inventory Control • Network Management • Operations Management • Process Improvement • Quality Control • Risk Management • Sales • Telecommunications • SAP • Total Quality Management • Software Currency

Career Achievements

 

Ø  Program Lifecycle Manager/Service Delivery Manager for all storage software and hardware successfully for Kaiser Permanente Health care

Ø  Managed employees for over 17 years in India, Ireland, UK, and USA

Ø  Excellent Customer facing relationships for over 20 years

Ø  Service Delivery Manager City of Chicago red light and ticketing project over 1 Billion in revenue

Ø  Project Manager for Morgan Stanley on wall street, 100% successfully delivering Mainframe upgrades

Ø  Successfully Managed inventory levels to support sales as well as inventory investment targets

Ø  Reduced excess and obsolete inventory by 50%

Ø  Produced process change and support goals with each customer, reducing cycle time by 60%.

Ø  Improved customer satisfaction from 70% to over 95% using customer feedback program

Ø  Reduced Call center budget cost by 2% each year for 5 years

Ø  Executed inventory control goals to support $250 million of the division's annual sales of $500 million

Professional Experience

 

CDI  Corp. Program Manager/Service Delivery Manager (assigned to IBM account) 2015 - Current

Title: Program Manager/Software Delivery Manager Kaiser Permanente

 

·         Championed Project management team for all storage/TRO/AIX for Kaiser Permanente

·         Successfully migrated software refreshes to Kaiser Permanente

·         Mitigated risk factors through careful analysis of financial and implementation and statistical data. Anticipated and managed change effectively in rapid evolving business environments.

·         Provide day-to-day oversight and adjust program priorities and implementation plans to keep  corporate/program goals aligned, and conduct weekly project/program meetings and track/report program/project status to senior management and business partners

·         Assessed, planned and delivered new requirements presented by customer during all implementations

·         Drove teams across broad technical, financial and business disciplines. Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.

·         Drove weekly internal, customer, and third party calls

·         Drove multiple teams (Globally) within IBM to execute project plans, Tech/Application teams, Third party vendors

·         Developed easy to understand metrics and diagrams to depict on-going progress

·         Worked with senior levels of management within IBM and Kaiser Permanente

 

 

 

 

 

IBM Corp. Service Delivery/Operations Manager for City of Chicago Parking and Tickets 2014 – 2015

                 

·         Successfully managed call center and verification team headcount of 100 people

·         Managed budget

·         Directed total customer support over 1 billion in revenue for City of Chicago

·         Drove weekly calls with client and third party vendors

·         Directed and implemented verification processes with third party teams

·         Maintained and track all data for verification and call center teams

·         Drove weekly audits with verification team for total customer support

·         Drove and executed service level agreements for City of Chicago

·         Reviewed and processed weekly invoices for Clarity and TWEG (Contractors)

·         Received a 10 out of 10 rating for customer support 2014

 

 

CDI Corp. Project Manager Mainframe and Midrange (assigned to IBM Managed accounts) 2012 – 2014

                   Leading provider of IT professionals to IBM and other IT companies

 

·         Successfully delivered the Omegamon XE 4.1 and 5.1 upgrades, meeting both IBM and customer expectations

·         Successfully delivered the CICS CTG v8.1 enhancements

·         Assessed, planned and delivered new requirements presented by customer during all implementations

·         Developed and maintained project plans for all projects

·         Drove weekly customer calls

·         Drove multiple teams (Globally) within IBM to execute project plans

·         Developed easy to understand metrics and diagrams to depict on-going progress

·         Worked with all levels of Management within IBM

 

 

Motorola. Arlington Heights, Illinois.   1988 – 2010.

Senior Operations Manager Customer accounts.  Sprint, Verizon, ALLTEL and Global accounts 2003 – 2010.

·         Managed budget, headcount of 210 employees, and cost reductions for department with an annual budget of $30 million.

·         Directed all customer support activities for over $100 million in accounts.

·         Supervised customer support managers providing world wide support.

·         Oversaw and provided data / metrics for all customers and department.

·         Managed quality reporting and goals.

 

Selected Accomplishments

Ø  Managed inventory levels to support sales as well as inventory investment targets.

Ø  Reduced excess and obsolete inventory by 50%.

Ø  Produced process change and support goals with each customer, reducing cycle time by 60%.

Ø  Improved customer satisfaction from 70% to over 95% using customer feedback program.

Ø  Reduced budget cost by 2% each year for 5 years.

Ø  Reduced waste, resulting in cost savings. 

Ø  Executed inventory control goals to support $250 million of the division's annual sales of $500 million.

 

 

 

 

 

 

Customer Support Manager.  1999 – 2002.

·         Managed $10 million Sprint account.

·         Drove high-level customer meetings.

·         Traveled to customers’ sites; tracked and corrected customers’ major issues.

·         Ensured customer understanding of all processes and procedures.

·         Drove software fixes to customer in short time frames.

·         Managed customer requests, contracts, and data.

 

 

 

 

Senior Inventory Control Manager. 1997 – 1999.

·         Executed inventory control goals to support $250 million of the division's annual sales of $500 million.

·         Managed inventory levels to support sales and inventory investment targets; reduced excess and obsolete inventory by 50%.

·         Evaluated and maintained division inventory forecast plan based on production plan.

·         Managed and monitored distribution inventory and safety stock levels for various warehousing locations in North America.

·         Involved continuous improvement teams supporting corporate total quality improvement and cycle time reduction goals.

·         Functioned as key member of product cancellation team involved in quantifying, unique parts, current stock, and warranty support needed.

 

Education

 

Business management courses.  St. Leo College. Dade City, Florida.

Dale Carnegie, Management classes at Motorola University.  (Over 800 Hours of training)
Project management and Management classes. (Over 100 Hours of training)

Technical Skills

ISO 9000, Microsoft Windows, MS Office Word, Excel, PowerPoint, and Project Management, File Maker Pro, Brio, Clarity, Remedy, Visio, Outlook, WebEx, Cloud, SharePoint