CAROL
SMITH, BSIE, MBA, PMP
214-770-3178
carol@carolsmith.net
PROFESSIONAL SUMMARY
Accomplished, results driven professional with a
demonstrated record of success managing large-scale projects and programs in
telecommunications, IT, e-commerce, and manufacturing with 16 years of
experience. Carol’s technical,
managerial, and communication abilities contribute to the development of an efficient,
well-informed, lean organization. Core
competencies and areas of demonstrated strength:
Business
¨
10 years in
cost-benefit and variance analysis and business/IT process improvements
¨
Technical Project Management (SDLC): 8 years
leading programs and teams across multiple functional areas in traditional and
matrix managed organizations including turnaround project management and
fast-tracking
¨
7 years of experience with all levels of
management & non-management clientele (technical, business, finance,
consumer)
¨
7 years in communications to a diverse audience
using M/S Project, Webex, Sharepoint, PVCS, other financial/customer/project
management tracking tools
¨
7 years in risk
assessment, change management, and issue resolution
¨
5 years in staff development
and resource planning (offshore and onshore)
¨
4 years in managing
multi-million dollar budgets including financial analysis and reporting
¨
4 years in strategic planning to grow the
product and implement cost saving initiatives
¨
2 years scorecard metrics reporting for upper
management and stakeholders
Technical
¨
8 years in full life cycle implementations of
complex s/w systems and e-commerce applications
¨
5 years in software
web development, configuration mgnt, and UI design skills
(*HTML, Perl, TCL, Oracle, SQL, Javascript, C, Lotus Notes, Visual Basic, Flash
MX, ClearCase)
¨
7 years in Business
Analysis/Requirements Mgnt/Use Case Design/User Acceptance Testing using UML,
HTML mockups, Visio flowcharting, RUP, and acceptance criteria documentation
¨
3 years in Architecture – data, software, and
hardware; distributed (client-server), mainframe (three-tier), and web-enabled
architectures; infrastructure planning; systems integration; DR; capacity
planning; migration planning
¨
1 year in Computer Telephony Integration, Voice
Portal technologies, and Q based/skills based routing technologies using
Rockwell/Nortel/Genesys/CISCO tools and components
General
¨
Proven soft skills: Outgoing, excellent written/oral communication and organizational
skills, mentoring, multi-task and completion-oriented, conscientious,
resourceful, adaptive, decision maker, eager quick learner, enthusiastic
self-starter, analytical, bilingual (Spanish/English), nominated and selected
for Strathmore’s Who’s Who for leadership and achievements; Board member for the PMI-Dallas Chapter, 5th largest in the nation with over 3500 members.
PROFESSIONAL
EXPERIENCE
GCI/Verizon: October 2004 - Current
Position: IT Technical Project Management Consultant
¨ SDLC
technical project management for complex, high visibility CTI call center
management initiatives for Verizon's High Value End Customers using voice
portal technologies, Q based and skills based routing technologies, Genesys and
ICM architectures
¨ Resource
planning, cost budgeting, and SOW execution (hardware, software, and human
resources) -- project procurement
management
¨ Manage
Service Level Agreements (SLA) between IT service provider and stakeholder
organizations/customer including post-implementation audits against baseline
success criteria/metrics
¨ Communications
management including project presentations, statusing of work results, variance
analysis using information distribution project management tools (MS project,
Sharepoint, Lotus Notes workflow, PACE financial modeling/time reporting)
¨ Requirements
analysis/discovery, design reviews, documentation reviews, coordinate
system/integration/user acceptance testing
¨ Training/mentoring
on project management fundamentals
Verizon: August 2001 – July 2004
Position: IT Technical Manager, Sr. Consultant/Program
& Project Management
¨
Led major cost saving initiatives across the
Verizon footprint driven by software consolidation and common services
objectives to minimize/eliminate redundant software, identify reusable assets,
continuous improvement, modernize by eliminating old or unsupported versions,
decrease software vendor licensing/maintenance costs, and reduce
complexity/diversity within the software infrastructure (standardization) via
vendor evaluations.
¨
Calculated projected net savings of these
programs are approximately 50 million dollars through EOY 2004 reflected in
labor productivity and s/w savings.
¨
Managed and negotiated a $10M budget in 2003 and
a $20M budget in 2004.
¨
Created a PMO -- Effectively hired, trained,
coached, and mentored 20+ project managers to support the common services, s/w
consolidation, and standardization programs.
¨
Successful completion of plans, escalations,
problem/issue resolution, product analysis/usage, technical writing, vertical
and horizontal communications (statusing at all levels and with peer/partner
organizations), cost-benefit analysis, migration planning, staff
augmentation/resource planning (offshore/onshore).
¨
Liaison between infrastructure and IT
application owners/project architects.
¨
Infrastructure planning to assess software and
hardware needed to meet business needs in production environments
¨
Cost estimation (manpower, h/w, s/w) for
backend/non-web facing and front-end/web facing applications) and for all
environments (development, test, UAT, Disaster Recovery/DR, and
production).
¨
Managed internal (e-Biz) projects such as IOBI
Voice Portal and Vignette CMS; external projects to support lines of business
such as long distance platform middleware architecture & call center
applications; and infrastructure projects such as DR, disk expansions,
logging.
¨
Responsible for the identification (pre-packaging),
scheduling, technical implementation and rollout of major call center
application releases every 2 months requiring coordination from multiple
functional organizations, including backend billing and ordering systems.
¨
Projects managed have met business priorities
including cost minimization objectives, revenue objectives, regulatory
mandates, and improved performance objectives. Examples include DSL pre-qualify, local package bundling, bill
compression, AAIS interface for TN assignments and address validations, local
number portability (LNP).
¨
Designed and deployed productivity tools and
project controls: ‘alignment’ packaging, fast-track/adjustment, and reporting
processes in accordance with IT product release schedules, to streamline processes,
and maximize resource productivity.
Position: Product Manager, Project Manager, Software
Consultant
¨
Worked on life cycle of web projects from a
development, project management, and product management perspective – ie. from
strategizing to analyzing the client’s business requirements to defining the
functional specifications to
development to implementation (and subsequently maintenance/steady-state and
continuous improvement initiatives).
Recipients include the following e-commerce sites: Travelocity.com, Swissair.com, and VirtuallyThere.com.
¨
CGI scripting for web applications with
integrated ORACLE database connectivity to (1) track / report implementations,
bugs, budget, and business partnerships,
(2) reduce client/supplier costs, and (3) improve manageability and
quality of reporting.
¨
Improved web site performance as Infrastructure
liaison between Sabre Virtually There and data center staff – included
introduction of new production servers, burn-in of new machines, regression
testing applications, upgrading servers, applications, and OS, retiring
domains, system monitoring, etc.
¨
Supported the business by launching RMS/profiles
(CRM), personalization of content, Vignette/XML content management, email push,
Travelocity.com and VirtuallyThere.com destination module from 3rd
party content providers or aggregators
¨
e-commerce Web development for Travelocity GUI
(front-end) and Java-based, open server architecture, Swissair.com.
¨
Selected to represent Travelocity / easySABRE in
the client/server council meetings for the Y2K effort.
¨
Travelocity.com Webmaster.
¨
Developed and maintained intranet web sites for
2 key Sabre business units, including Travelocity.com.
¨
Implemented cobranding, tagging, associate
preferencing and targeted advertising for the various Travelocity partnering
agreements to increase Sabre revenue.
¨
Conceptualized, designed, and managed
development of ad-hoc tools to support sales and marketing teams by providing
useful statistical data on content and click-throughs/site visits.
¨
Developed and implemented 3-way revenue sharing,
using Engage ad-server technology, for Travelocity systems - with internal
business owner, content providers, and cobrand partners.
¨
Participated in technical due diligence efforts
for acquisition of Worldview Systems and others.
¨
Managed and provided requirements for creation
of test lab facility to improve quality of testing and appropriate tools such
as WinRunner, LoadRunner, incident reporting tools, etc.
¨
Technical liaison/project manager between
clientele, partners, and core technical teams for Travelocity.com,
Swissair.com, and VirtuallyThere.com.
¨
Received Impact award from Travelocity.com
client for successful launch of destination module.
¨
Received Impact award from Swissair for on-time
delivery of Swissair.com.
¨
Received (3) Sabre Pyramid of Gold team awards
and (1) Individual Contributor award for successful launch of
VirtuallyThere.com and subsequent major functionality enhancements.
Position: Sr. Engineer, Associate Engineer
¨
Conceptualized, justified, and designed work
holding fixtures & shop-aide tools which reduced setup/run times of mfg
processes by 20-80% translating to cost improvements.
¨
Established and maintained time/performance stds
for mfg operations in accordance to military specifications, which led to
favorable audits and commendations from the customers.
¨
Provided technical floor support and I.E. services
such as writing technical documentation, material handling, ergonomics/safety,
materials procurement, efficiency studies, manufacturing planning, cost-benefit
analysis.
¨
Designed and developed a menu-driven application
for tracking methods improvements.
¨
Audited and initiated changes in manufacturing
planning and material routing to reflect current manufacturing processes,
clarify the build instructions, ensure accuracy, and minimize rework.
¨
Prepared financial reports and budgets for
offshore facilities, performed variance analysis against the master budget, and
automated necessary reconciliation steps.
¨
Dispositioned defective PWBs and PCBs requiring
repair or rework as an MRB (Material Review Board) writer and in compliance
with quality specifications.
¨
Researched and analyzed contract requirements in
response to government solicitations (DoD) for communications equipment, which
subsequently led to prolific proposal-writing efforts that netted multi-million
dollar contracts.
¨
Developed various tactical and strategic
marketing/business plans for a mail order business, South American expansion of
cellular communications, and ISO 9000.
¨ When not at work, Carol swims with the Irving Masters, is a Board member of the Project Management Institute (PMI)-Dallas chapter, and enjoys snow skiing, running, tennis and travel.