Technical Project Manager

Gregg V. Newsom

2806 Hannah Kay Lane   
Cedar Park, TX 78613
512-592-8952 
gnewsom@austin.rr.com

 
Professional Summary
====================

Results-driven project management professional with 11 years proven record delivering successful projects to major Fortune 500 companies and smaller firms set in a variety of diverse industries. PMP and MCSE certified. Extensive background experience providing leadership and direction for business process improvement and customer service, with an emphasis on risk management and quality management.

Key skills include:

Technical Project Management
Project Management
Program Management
Portfolio Management
Problem Solving
Risk Management
Trend Analysis
Market Research
Systems Analysis
Forecasting
Organizational Needs Assessment
Performance Measuring
Variance Analysis
Efficiency Improvement
Management Reporting

Career Highlights
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*Initiated major Green Belt Project using voice technology of Vista along with Oracle database to improve log notes by technicians and reduce repetitive stress injuries.  This resulted in savings of $2.4 MM/year for Dell Services by reduction in man-hours required for logging case notes and improved efficiency.

*Identified root cause issues for Dell Services. Presented corrective action solutions to management. Approval was given to implement solutions. This increased customer satisfaction from 90% to 94%.

*Project manager for testing and rolling out Windows 2000 for Fortune 500 Company. The one-year time period to change servers from NT domains to new Windows 2000 domains was met on time and project deliverables were under budget.

Work Experience
===============

Dell, Inc., Round Rock, TX (Jan.2004-Nov.2007)
Project Manager/Technical Account Manager

Applied PMI processes early in projects ensuring early stage approval of company projects. Included best practices throughout phases and life cycles with a focus on risk management and quality control issues allowing successful projects. Recognized as subject matter expert for reviewing and improving internal knowledge database. Provided periodic updates to customers regarding impending contractual expiration dates of existing hardware contracts prior to expiration.

Key Accomplishments:
*Improved customer support and relations, receiving award as one of top five Technical Account Managers (out of approximately 195) for exceptionally high level of customer satisfaction.
*Determined optimal staffing size for all TAM (Technical Account Manager) teams and maximized performance of individuals on each TAM team.
*Ensured continuous coverage for customers increasing revenue for Dell services from customers purchasing extended contracts.
*Developed review process for policies and procedures.
*Created policy document database which allowed for better training for technicians.
*Directed Dell “Gold” customers to “Platinum” level support, providing higher quality assistance for Dell customers while increasing revenue for Dell Services.
*Single point of contact between Enterprise customers and Dell Services.

Independent Contractor, Houston, TX (Jan.2003-Dec.2003)
Systems Engineer Consultant

Supervised Cisco subcontractors with projects according to scope, cost, time, and quality in converting a Linux network to a Windows 2000 network for a production network. Provided technical recommendations on procurement, removals, and modifications to system components.

Key Accomplishments:
*User accounts were migrated from Linux to Windows with no downtime for end-users.
*Project delivered on time and under budget.
*Configured Exchange servers providing a more robust email platform for end-users.

AIG, Houston, TX (Jan.1999-Dec.2002)
Project Manager/Technical Analyst

Analyzed variances of applications and servers during two life cycles. Coordinated feasibility studies during second life cycle that led to a change from Windows load balancing to Cisco Local Director. Designed and configured Company’s corporate disaster recovery site. Project covered all phases of planning, execution, and network testing.

Key Accomplishments:
*60% faster web-access time for customer transactions.
*Ensured mirrored site was ready and fully functional if ever needed.
*Trend analysis by data mining allowed creation of monthly statistics for hits, visitors, and unique visitors.
*Project leader with evaluating, testing, and changing from Sybase databases to Oracle databases resulting in a more robust network infrastructure.
*Designed a computer configuration for developers where applications from 4 computers per developer worked with just one computer per developer saving the Customer Contact Department substantially with reducing the need for extra hardware.

Independent Contractor, Houston, TX (Jan.1994-Dec.1998)
Network Engineer

Managed team to replace all existing computers for Enron. Determined optimum computer hardware configurations. Developed plan to assure operational reliability of essential backup. Coordinated teams to install and replace end-users computers and allow backup facility in case of a need for disaster recovery. Advised on bid process to implement LAN/WAN for San Jacinto Monument. Awarded project and led this venture from start to finish.

Key Accomplishments:
*Met and exceeded all stakeholders’ expectations.
*Mentored technicians on skills they needed to pass exams for MCSE certification.
*Advised and consulted with Rice University leading to implementation of Active Directory and Macintosh computers insuring interoperability and network security for faculty and students.

Other
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Able to install, configure and maintain Project Server, SQL Server, Project client software, and SharePoint Server.

Education
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Bachelor of General Studies—Business, University of Houston (Houston, TX)