Candidates About

Don Frazee, PMP

SUMMARY

Don Frazee is a business and technology professional with expertise in leading global teams in ecommerce, product development, project management and technical support. A self-driven results oriented person with a successful track record in deploying global initiatives and business strategies.

KEY SKILLS

·         People Management & Mentoring

·         Manage and Coordinate Cross-functional Teams 

·         Go to Market Strategy   

·         Business Process & Process Improvement 

·         Print Marketing & Online Marketing 

·         Demand Generation   

·         Product Development & Management  

·         Project Management & Program Management

·         Six Sigma Green Belt & Yellow Belt

·         Certified Scrum Master

CERTIFICATIONS

·         St. Edwards University, 2016 - Bachelor of Business Administration

·         Project Management Institute, 2013 - Project Management Professional (PMP) Certification #1674720

·         Scrum Alliance – 2018 Certified Scrum Master (CSM) Certification #785630

·         Dell Inc., 2010  Business Process Improvement (Six Sigma) Yellow Belt

EXPERIENCE                    

Espili TS LLC

Project Manager Consultant

March 2017 – May 2018

• Technical consultant for website creation and design for wtficehouse.com
• Coordinate IT infrastructure and Union/Apple Point of Sale systems
• Marketing and launch planning and implementations for grand opening

FICO

Project Manager - Professional Services

August 2014 - December 2015 

• Deployment manager for “TRIAD Customer  Manager” North America and Canada
• Led projects greater than $1M in revenue – Professional Services
• Developed complete RFP responses and SOWs for TRIAD Professional Services
• Managed profitability margin for TRIAD deployment projects
• Hosted project steering committee meetings

Liquidation Channel 

IT Project Manager                                

February 2014 - July 2014

·         Led multiple projects focused on ecommerce for Liquidationchannel.com and Jewellerychannel.com

·         Deployed new Hybris SAP E-Commerce platform

·         Online Demand Generation – daily auction, trending now, top picks

·         Technical lead on Content Management System

·         Optimization of IT productivity  

·         Ownership of the live television applications

Dell Inc.

Director, Global Online - dell.com & support.dell.com

September 2011 – July 2013  

·         Drove multi-million dollar IT projects to on time delivery for $56B Fortune 100 Firm. Led a team of 10+ Project and Product Managers deploying new innovation capabilities for dell.com, a site that receives approximately one billion visits per year, supports 34 languages, processes one purchase order every two seconds, and is “Googled” one million times per day.

·         Drive strategy and manage full lifecycle management of web capability planning, design, development, customer relationship management, content management system metadata / taxonomy and workflow. Experienced in Microsoft, Linux, web server content / web management framework, CMS, CRM and Agile development methodology.

• Lead global innovation deployments for online platform capabilities focused on purchase and support including: the purchase path, product configurator, cart & checkout, online diagnostics, portal integration, digital fulfillment, warranty renewal, community, search engine optimization, manuals/content, and contacting support online.
• Responsible for programs consisting of a yearly combined $7M+ IT operating budget.
• Manage, track and report key performance metrics. Present to internal and external executives the online; campaigns, project status and capability deployment roadmap.

·         Managed global cross functional organization coordination, prioritization of technology roadmap planning and site optimization and simplification. Provide thought leadership for building brand and evangelize the company’s products, solutions and services.

·         Deployed $90M worth of “Test and Target” winners and $30M worth of compliance-related risk avoidance in the Cart & Checkout space. Deployed programs are projected to accumulate over $25M in Opex savings and Customer Experience improvements in 2013 & 2014.

Dell Inc.

Global Online Program Manager – Dell.com & Support.dell.com

June 2008 – September 2011

·         Lead global deployment of new dell.com dynamic online platform and UI design for the Consumer, Small and Medium Business, Public and Large Enterprise segments. Manage a team of project/deployment managers that focus on delivering technologies, revenue, margin, and a world class online shopping experience.

·         Researched features common to all regional content management systems to train and globally deploy Microsoft SharePoint CMS web content capabilities that create, publish, manage and control online dynamic content in 151 countries and 26 languages.

• Deploy new User Interface design that seized advantages of the new CMS dynamic capabilities. The successful launch of this program delivered an incremental $39M in revenue in 2011. The new Consumer and Small and Medium Business site won the prestigious “Webby Award” in the IT/Hardware online space.
• Coordinate with key stake holders and business partners (internal and external) to author marketing and technical requirement documents for online capabilities that included; product / solution description, success factors, target markets, risk and mitigation, deployment schedule and financial plans.

·         Deploy over 7 major IT code launches per year on dell.com, managing feature intake, prioritization, source code management, “git” version control, user acceptance testing and code deployment.

Dell Inc.

World Wide Program Manager - Product Group

August 2007 to June 2008

·         Product Group Program Manager in charge of recovery programs for shipping client systems. Establish clear objectives and deliverables supporting Dell’s business model objectives.

·         Program Manager for the Dell Resource CD/DVD. A global product that is shipped with all client systems that contains; software, drivers and downloads.

• Deploy the “PC Restore” initiative that restores a Dell PC to its factory default condition.
• Deploy and sustain the Dell “DataSafe” initiative. This service is a local application installed on Dell Inspiron, Studio and XPS computers.

·         Lead global core teams, establish schedules and facilitate testing and deployment for programs.

·         Manage major risks and issues through effective contingency plans and proper escalation.

·         Track progress, report status and make necessary corrections to achieve program goals.

·         Work with the global cross functional teams to develop and sustain quality and customer experience goals.

Dell Inc.

Global Service Program Manager – Service and Support

August 2006 to August 2007

·         Lead the global service team to ensure a successful product launch in accordance with the Phase Review Process. Develop and execute a global service strategy that enables a smooth product launch. This strategy includes: parts readiness, integration of diagnostics into tech support tools, tech support training, repair center readiness, warranty terms and conditions, tools effectiveness analysis and corrective action, service offerings, ongoing service support, and service stock quality.

·         Globally deployed “Dell Connect” a simple online access tool that allows a Dell service and support associate to access your computer through an internet connection, diagnose your problem and repair it.

• Deployment and technical support plans for Microsoft and Linux operating systems.
• Responsible for Dell Support, PC Tune-Up (Automated and Assisted), PC Check-Up, Dell Network Assistant.
• Risk management: Identified risks in order to define contingency and prevention plans.

·         Promoted consistent use of defined processes within teams and/or suppliers

·         Recognized and raised issues, attempts resolution of issues before escalating. Manage competing priorities. Inform teams of issues early enough to allow mitigating actions. Provide effective alternatives and recommendations. Quickly resolve incoming escalations

Dell Inc.

Americas Service Program Manager – Service and Support

July 2004 to August 2006

·         Responsible for new product introduction for technical support. Lead extended teams, track, and ensure Service Readiness for Client Software for the Americas. Investigate, target, and report new product cost impact on multiple support functions and processes.

·         Responsible for deploying the support for Microsoft and Linux operating systems; education, support processes, and online information.

• Deployed the “Media Reduction Initiative”, saving Dell over $2M per year.
• Managed the launch of over 15 products and service programs each year.
• Responsible for large sized projects, and significant components of multiple projects. Exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results
• Multi-tasked in a dynamic environment, communicated presentations at executive levels

Dell Inc.

Service Readiness Project Manager – Consumer Technical Support

October 2000 to July 2004

·         Service Readiness Manager for Consumer Technical Support.

·         Liaison between cross functional departments including:

·         Product Development, America Services, Operations, Marketing, Customer Care and Sales teams.

·          Develop, define, and implement; training, support policies and procedures. Design support channels and queues for products and services.

·         Tracked and researched new product and service offerings representing Technical Support

• Liaison between the Product Development, America Services, Operations, Marketing, Customer Care and Sales teams, representing Consumer Technical Support
• Designed support channels and queues for products and services
• Responsible for new product roadmaps for department

Dell Inc.

Technical Support Manager – Consumer Technical Support

October 1997 to 2000

• Effectively manage all aspects of a 20+ technical support team; performance, career development, training, and personal responsibilities
• Resolved technical and customer satisfaction issues for escalated customers
• Engineered efficient workflow processes for technical support teams

Awards Received at Dell:

Silver Award – Online, Cross Functional Award, Cost Savings Award, Significant Achiever Award, Manager of the Quarter (x2), Trailblazer Award, Mentor Award

EDUCATION

Bachelor of Business Administration St. Edwards University Austin, Texas