Resume of L. J.

CORLETT, PMP, ITIL
lcorlett.scguild@corlett.net PROFILE           PMP Certified, PMI Project Management Professional ITIL Certified, Information Technology Infrastructure Library Over ten years Technical, Customer-Facing Project Management Demonstrated Leadership and Proactive Approach Extensive Professional Services Consulting experience Excellent interpersonal sensitivity and communication skills Meticulous attention to detail and customer satisfaction Results-oriented, strong self-motivation, and a quest for excellence Ability to interface well with all levels of management Excel in ambiguous fast-paced environments requiring analysis and decision making  B.S. Business Administration - Finance o o o o o o o o o o o o o o Manage and Successfully Deliver Large Scale Projects Solution Development and Execution Client Engagement Process & Customer Focus Technical Project Planning and Management Project Costing, Scheduling, and Tracking Risk Management Escalation Management and Problem Resolution Scope Management & Change Control Quality Control Team Leadership and Motivation Effectively Prioritize, Multitask and Deliver Under Deadlines Strong Presentation Skills Six Sigma DMAIC Well versed in PMBOK Methodologies (Project Management Body of Knowledge) 1/08-present

PROFICIENCIES

EXPERIENCE

Hewlett-Packard, Cupertino, CA Sr. Project Management Consultant  Implementing a Solution Development Life Cycle (SDLC) for Headquarters Presales group.  Created methodology documentation including: templates, checklists, RACI charts, process flow.  Designed and deployed a project management SharePoint structure for collaboration and reporting.  Developed, delivered, and presented professional web event trainings regarding SDLC process.  Mentored, trained, and coached junior project managers and new project managers. Merck Pharmaceuticals, Whitehouse Station, NJ Sr. Technical Program Management Consultant  Contracted to establish project framework for multiple aggressive, fast-paced technology projects supporting one of the customer’s top two strategic initiatives, Global Support Functions.  Develop and establish project management methodology to support and integrate with Merck Systems Life Cycle.

10/06-12/07

Pleasanton. counseled.  Managed project life cycle process from presales to kickoff to customer hand-off.  Coached. 2002-2006 7/06-10/06 . Visa.  Credited by Executive Vice Presidents for turning around 12 month.  Recognized for PDM Early Revenue Attainment Award. turbulent. and motivated project managers. task tracking. cost control.  Responsible for all aspects of project execution and control.  Performed with unprecedented results in Project Manager role by repeated successful deliveries. Project Manager (11/01 – 9/02)  Managed on-time. detailed project planning.  Consistently exceeded revenue commits.  Worked hand-in-hand with Sales Force understanding customer initiatives and deliverables.  Repeatedly acknowledged for outstanding command of the business. Foster City.  Communicated effectively with high level executive management enabling key decisions.  Provided management support for implementation escalations. Technology Solutions Group (3/03-7/06)  Promoted to Program Delivery Manager (PDM) overseeing Program and Project Managers delivering Professional Services engagements in Northern California.  Negotiated Statements of Work and terms and conditions. hired. vendors and all EMC resources and organizations associated with each engagement. Program Management Office (9/02-3/03)  Promoted to PMO Manager overseeing a group of 18 Professional Services Program and Project Managers in CT & Upstate NY. Lead technical teams implementing Cognos Planning and Hyperion Essbase financial applications. CA Sr. CA Program Delivery Manager. EMC Corporation.  Brought projects back on track by identifying issues and taking immediate corrective action. customer-facing IT projects impacting Visa’s strategic initiatives including planned Initial Public Offering.  Identified client requirements and developed statements of work.  Acted as the primary interface to the customer.  Reviewed. and mentored Project Managers. Professional Services Manager. approved. on-budget delivery of "billable" Consulting Services for EMC Professional Services engagements. $3M Siebel deployment.  Managed all aspects of assigned projects including detailed planning. production integration & service activation. Sr.  Ensured cost effective and timely delivery of billable engagements that drive product and services. and quality assurance in accordance with the Professional Services Methodology. Program Manager Consultant  Contracted to take over highly visible.  Recruited. project closure.  Conducted project reviews to track financial performance. project execution & control. and developed statements of work (SOW) in accordance with EMC Professional Services methodology.  Responsible for all aspects of Project Management: project initiation.

and the ability to successfully manage large complex projects.Computer Sciences Corporation at Nortel Sr. Technical Project Manager  Contracted to manage the technical transition of Nortel’s global support call centers and help desks for Nortel’s $3. manage and coordinate remote technical support call center and on-site help desk for Citibank's $750 million global outsourcing effort. simultaneously while hitting aggressive deadlines. high technical content.  Assignments included comprehensive voice.  Supported and managed multiple projects. and budgets.  Managed the project teams to meet contractual deadlines. projections. Monitored and resolved quality issues.Y.  Acted as crisis manager for highly volatile client situations with senior management requiring strong customer relations skills. IVR and CTI implementation projects. created work plans.  Performed extensive project management that included close customer contact. at Citibank.  Required the ability to motivate and maintain morale in highly stressful situations. HP/Compaq/Digital Equipment Corp.  Identified quality issues and implementation problems with help desk tools. Lucent Technologies Inc. and required tasks.  Required the ability to understand the business of the client and solve business problems. Remedy and Applix.  Provided technical assessments. N. and budgets.  Implemented on time and under budget while meeting business objectives.  Ensured all parties agreed to project scope. Call Center Professional Services Consultant  Functioned as Sr. Professional Services Technology Consultant  Contracted as Sr.  Managed team of on-site technical engineers providing problem resolution. Contact Center Technology Consultant to augment AT&T’s professional services providing e-commerce solutions. 2000-2001 1999-2000 1998-1999 1997-1998 .  Analyzed processes. and created implementation plans.. NY Technical Project Manager  Contracted to develop.  Considered the most successful IT team on the transition project by executive staff. AT&T Solutions.  Directed team of seven Global Project Managers on six-month project with $750K team budget.  Current State Analysis Report rated as best on project and used as an exemplary model. project dependencies. roles and responsibilities. and managed client expectations.  Managed Professional Services engagements for clients seeking multimedia web enabled solutions in contact/call center operations.  Created and managed the project schedules.4 billion IT outsourcing effort. Professional Services Sr.  Estimated project resources.  Developed Statements of Work and project work plans that identified and scheduled deliverables. built business cases. objectives. procedures and outcomes to achieve immediate improvements. Consultant on projects requiring broad technical knowledge and CRM skills. milestones. (Now Avaya) Sr.  Developed and negotiated Statements of Work and developed project plans.

Coaching for High Performance .Presenting for Impact . Palo Alto. EDUCATION California State University.  Negotiated with vendors and managed key vendor relationships. developed project plans and determined resource requirements.  Performed trunking analysis and saved the company over $25.Executive Breakfast Briefings Series PMI Project Management Institute . MOSS SharePoint.Everyday Negotiation Pink Elephant . Word . Advocate and Green Belt .People Skills for Project Professionals MS Project. Visio. Excel. Access).  Reduced Call Center average speed to answer from 5 minutes to 20 seconds resulting in increased customer satisfaction and annual cost savings of $55K inbound telecom charges. CA Technical Project Manager  Contracted as Consultant to evaluate and enhance Customer Service Contact Center technology. Chico B. reliability and effectiveness. Microsoft Office Professional (Word. HTML 1996–1997 1995–1996 1987 SYSTEMS & TOOLS . Dreamweaver.S. PowerPoint.ITIL Information Technology Infrastructure Library Essentials Stanford University .  Worked with vendors to resolve problems and ensure maximum service levels. Redwood City.Focused Approach to Project Management & Effective Project Management . Adobe Acrobat. DigiDesign/Avid Technology.ReSound Corporation.  Enhanced customer database to improve accuracy.Six Sigma.  Defined scope of projects. CS4.Essential Facilitation Skills for Project Managers . Access.Project Financial Management . Outlook.Impact through Influence . CA Telecom Project Manager Consultant  Designed and managed the implementation of new Aspect ACD system and Definity PBX.  Reduced the call abandonment rate from 22% to 4%.Core Management .Microsoft Project. Fundamentals.Achieving Results in a Matrix Environment .Executive Leadership Seminar . in Business Administration – Finance Professional Development: EMC University Training .Business Writing & Business Protocol .000 per year.

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