KIM MAINS PO Box 625, Ayer, MA 01432 978-877-2167 kim@mains.com IT Project Manager / Analyst Making Technology Work for People Requirements - Specifications - Delivery - Documentation - Training * Versatile Project Manager / Analyst knowledgeable in Windows, Web and VMS environments * Experienced at delivering real world IT Infrastructure and Application projects in a variety of business environments * Former Software Engineer and IT Operations Analyst with SDLC and ITIL - ITSM knowledge - a passion for customer satisfaction * Skilled at communicating complex technical information with clarity to non-technical personnel SELECTED EXPERIENCE * Project Manager for the migration of a 15 year old, 6 billion dollar, legacy application to a modern infrastructure using outsourced system administration and integration with corporate standard IT services - Organization had no prior experience with outsourced system administration services - Significantly improved regulatory compliance - Project was delivered on time and under budget despite numerous obstacles and risks * Project Manager for the development of a Web based IT Outage reporting application that reduced Global Help Desk staffing requirements while improving customer satisfaction both internally and at commercial customer sites - Worked directly with Business Stakeholders, collecting requirements and developing functional specifications for engineering - Developed test plans - led migration through user acceptance and production implementation * Project Manager for the migration of 700+ Windows and UNIX servers from Digital to Compaq standard monitoring and notification applications - Met customer needs while reducing operational costs over 30% through infrastructure consolidation * Project Manager for the development and global deployment of a major new software system that reduced new product time to volume manufacturing by 6+ months - System provided a significant competitive edge and was in place worldwide for 8 years * Project Manager for the development and successful implementation of the first Quality Information System for a module assembly manufacturing facility WORK EXPERIENCE: Project Manager - Contract INDECON Solutions for Liberty Mutual Hosting Services PMO, June 2007 - Dec 2008 * Delighted customer in the infrastructure migration of a "bet your business" legacy financial application as part of Liberty Mutual's infrastructure PMO - Despite significant risk, migration was trouble-free with significant performance improvement, reduced operational resource requirements and no unplanned outages - By devising new compensating controls significantly increased regulatory compliance needed for SOX attestation - Initial three month contract extended to 18 months due to high Customer Satisfaction * First use of external system administration required definition and documentation of a new operating model - Developed initial SOW for external System Administration vendor - Successfully educated vendor in ITIL Change Management processes, managed the build plan using ServiceCenter and ensured appropriate work packet artifacts defined and collected in SharePoint - Interviewed key stakeholders to collect requirements and devise the new model * Led successful Proof of Concept efforts for new CA ESP Job Scheduling and Tivoli Storage Management client software - Enabled integration of the platform into the standard corporate IT services for the first time * Directed support resources in the configuration of support systems including Help Center Knowledge Base, Incident resolution processes, notification, monitoring and ticketing systems in an ITIL - ITSM based environment * Developed technical, process and operational documentation using WORD and VISIO based charts and diagrams Senior Technical Writer - Contract The Computer Merchant Limited, Spring 2007 * Successfully wrote and delivered customer facing IT Governance process documentation as part of a large Global IT Outsourcing contract for a Fortune 100 company - Set up team SharePoint IT Analyst V Hewlett Packard, Littleton, MA (Hewlett Packard acquired Compaq), 2002 - 2006 * Led Worldwide deployment of a Web / MSSQL based system used for IT outage reporting to over 100,000 employees * Tactical Incident Support manager (Level 3) for Windows and Web applications used by Fortune 100 customers - Work performed in an ITIL - ITSM environment as part of a distributed global virtual team - Collaborated with off-shore support personnel in the support of Windows and web based applications - Worked closely with the engineering team on implementing new features, problem resolution and testing * Provided 24x7 on-call operations support for the Americas Windows & Exchange monitoring infrastructure * Trained and mentored command center personnel as an application subject matter expert for several applications * Wrote user, procedural and support documentation for event notification systems - Partnered with engineering technical writers to review and approve user documentation and Web based training * Worked with external vendors and internal users on Proof of Concept efforts for third party products * Developed and delivered monthly reporting for event processing * Set up the SharePoint site for the HP Infrastructure tools team Information Technology Technical Analyst Compaq, Littleton, MA (Compaq acquired Digital Equipment Corporation), 1998 - 2002 * Project Manager in the definition, rewrite and worldwide deployment of a Web based IT outage reporting system - Cut costs and decreased resource requirements over 50% due to server consolidation and business process simplification * As a senior technical analyst solved technical, user and business process problems for an IT system monitoring and notification infrastructure supporting 5,000 servers - Managed change projects to minimize downtime - Led Proof of Concept and software evaluation efforts as regional liaison to BMC Software * Developed and maintained the group web site Information Technology Consultant Digital Equipment Corporation, Stow MA, 1992 - 1998 * Managed the initial production implementation and ongoing operations of a client-server remote access service used by DIGITAL Services Partners across the US * Received a recognition award for writing documentation and Windows Help for an innovative Windows application used to assess the value of proposed marketing programs * Managed worldwide deployment of laptops and supporting software for the DIGITAL Services sales force * Desktop Architect for the DIGITAL US Marketing function OTHER EXPERIENCE: * Managed a new team of software engineers providing proactive and reactive support for a turnkey test automation application used in 10 manufacturing plants worldwide - Eliminated long term quality problems * Managed business operations for an 80 person software engineering group - This included budgets and forecasting, capital planning and management, lab management, space and resource management, headcount tracking, interface to HR for recruiting/salary planning, information security and internal audit * Set up and managed the Financial and Administrative side (5 years) of a successful retail Hi-Fi business * Wrote detailed engineering documentation - Led documentation and design reviews * Led the oversight and technical direction of contracted technical writing resources on several projects * Documented financial systems based on user interviews and code review * Developed and supported Payroll, Outpatient billing and Fund Raising software for 10 Boston area hospitals * Experienced public speaker * Working toward PMP EDUCATION: Bachelor of Science - Computer Science, Worcester Polytechnic Institute, Worcester, MA SUMMARY OF SKILLS PROJECT MANAGEMENT/ANALYSIS: * Project initiation, planning, execution, issue / risk management, project change management, dealing with ambiguity, purchasing, working with vendors, software licensing, detailed implementation plans - PMI methodology * Thorough knowledge of the System Development Life Cycle: User requirements through testing (including User Acceptance Testing), training, implementation and application retirement * SOW / SLA development, GAP analysis, business process design * Strong written, verbal and presentation skills - Negotiation and influencing skills * Experienced working in cross-functional, global and virtual teams as well as with business users, software engineering resources and technical writers / web based training developers * Background as a software engineer and software engineering supervisor DOCUMENTATION/TRAINING: * Writer of Technical & User software documentation - Received recognition reward * Documentation set design and development - Creator of Web based documentation * Experienced developing and delivering training * Experienced mentoring & coaching a wide variety of personnel at all levels OPERATIONS: * IT Infrastructure experience - ITIL / ITSM, Incident Management, Problem Management, Change Management, Asset Management * Command Center Operations, Server & application monitoring and notification (paging etc.), global multi-level support, escalation and on-call practices, SLA compliance * Kepner-Tregoe Problem solving and decision making - User communication and notification systems * Backup and Job Scheduling practices MANAGEMENT: * Staffing, salary planning & performance management, employee development, sourcing and management of personnel (contract & permanent), time tracking * Operations management. Business policies & business ethics. ROI analysis and justification, capital and space planning, Financial & business management and controls. Internal audit. Information Security. WEB: * Experienced managing web content in hosted environments - Web page authoring and deployment, HTML, FrontPage - SharePoint setup and moderation experience SOFTWARE APPLICATIONS: * Microsoft Outlook, Word, Excel, PowerPoint, Netmeeting, SharePoint, VISIO, Project, Access, Visual Source Safe (VSS), FrontPage * Microsoft Communicator (chat), Jabber (chat), TextPipe Pro (text parsing), PC-DUO (remote access), Citrix * ServiceCenter, OpenView Service Desk, Remedy, Telalert, BMC Patrol * Supporting applications using MSSQL, IIS, BizTalk, Web Services, and XML * Script writing with DCL & DOS OPERATING SYSTEMS: * Windows XP, Windows 2003 Server, Windows 2000, Windows 2000 Server, DOS, OpenVMS * Some HP-UX NETWORK: * TCP/IP LAN/WAN, SNMP, Network name services HARDWARE: * Capital budgets, capital planning and deployment - Hardware configuration and quoting ? SAN