William Montes-Pack
e-Mail: Wmontes-Pack@sbcglobal.net
Board Member of the International Association of Business
Communicators (IABC/SF)
OVERVIEW
OF TECHNICAL EXPERIENCE
Platform: NT Advanced Server and NT 4.0
Clients, Ethernet, TCP/IP, DNS, DHCP, other network protocols up to mainframe and UNIX gateways. Windows 98SE/2000 and CE, UNIX, Novell NetWare 5.0
Software: MS-Office 2000 Pro, Exchange 5.0,
Visio 2000, SMS: Remote Control and Package Commander, Outlook 2000, DPU 4.0
with SQL 4.0, eXceed, Extra! 3270 emulator, Remedy, IBM PROFS/VM, Lotus Notes
5.0 and SmartSuite Millennium 9.1, MS-Project 2000, ABT: Project Workbench
Labor Tracking System; Oracle 7.3.4.0, Sapient TAR Trackers, Vantive, FileNET
SAROS
BUSINESS
MODELS
Andersen Consulting Technical Support Model:
MODE: Management of
Distributed Environments (multiple-tier support model) serving end-user
community of 2000 technical specialists
IBM Models: Customer Relationship Management
(CRM) Process Model: Opportunity Management and Solution Design and Delivery;
World Wide Solution and Delivery Management (WSSDM) Model: project management
method
Project Management Methodologies: Andersen Consulting, IBM Global
Services: World Wide Solution and Delivery Management (WSSDM), Norwest Corp. Corporate
Project Methodology (CPM), Project Management Institute (PMI)
PROFESSIONAL
EXPERIENCE
Senior
Management Consultant
Senior Project Manager
Enterprise
Architecture (EA) Program Management Office
Develop EA Charter: Vision
and Principles aligned with Executive level MBOs; Assist is developing
Sponsorship Plan
Develop
and implement consolidated Enterprise Architecture implementation project plan
for Program Office and EA functional tracks (Infrastructure, Data,
Integration and Application Tracks)
Develop and implement EA
Strategic Communication Plan
Define
and implement program level performance metrics and scorecard (EA
Performance Management System) based on the Balanced Scorecard
Facilitated
design and implementation of EA Best Practices repository
Assisted
in development of the Cisco Global IT Portfolio Management model
Research
industry standards in EA governance, EA implementation, EA metrics and EA best
practices using Gartner and METAGroup
Project
management: tracked PMO tasks, developed executive status reports,
presentations to senior staff, project planning, etc.
Senior
Project Manager/Management Methodology Consultant
Strategy
and Information Technology
Chela
Financial Resources, Inc.
12/00 present
Designed and implemented proprietary project
management methodology including product development lifecycle, software
development lifecycle and change management.
Planned and implemented Microsoft Project 2000 deployment to Chela managers
Managed multiple projects from requirements
to implementation. Including, CRM
database on Oracle 8i, customer website for loan applications, online credit
decisioning, ePartner Program (a marketing program). Used standard PMI software development lifecycle
Implemented testing cycles including code
walk-through, unit, integration and user acceptance testing, based on industry
best practices
Project mentoring for Chela managers
Implemented standardized communications processes
including vertical status reporting and documentation standards (contracts,
service level agreements, statements of work, estimate documentation and budget
analyses)
Managed team of 2 project managers/business
analysts, 1 web developer and 1 senior engineer
Defined and implemented operations
management methods
Internal and external systems integration
Process and systems mapping using Visio 2000
Executive presentations for systems concept,
leadership buy-in and project kick-offs
Student loan industry, marketing and IT
systems and project management research
Vendor management from project bidding to
service level agreement to contract signing
Legal research including Federal lending and
credit requirements, online security requirements and contracts
Technical
Manager
Maxim
Group at Wells Fargo Services Corporation
"You
Owe Me" Development and Technical Support Team (collections system)
WFSC
Retail Technology Services Group
04/00 12/00
PowerBuilder front-end on Win95,
Oracle database back-end on UNIX, LAN on NetWare 5.1
Operations & project
management
IT Planning, strategy, cost
/ benefit analysis, business cases and implementation
Managed software development
lifecycle
Managed database
development, operations and maintenance
Multiple project management
including: data conversion projects, systems integration & product
integration
Requirements review, project
scope, cost analysis and estimations
Change management: software bug fixes, enhancement request
management and process changes
Application release
management: communications, cross-organizational coordination, status reporting
Technical support management
Task delegation
Managed 4 developer, 3
programmers, 4 database administrators
Service Level Agreement
negotiation and documents of understanding writing
Operations: day operations,
production, night operations, maintenance coordination
Crisis management and
escalation process
Customer/leadership
relationship management, business - technology liaison, product champion
System and team status
reporting and project milestone roll-ups
Designed business model for
Collections Solutions Engineering Center transitioning YOM out of crisis
Project
Manager/IT Management Consultant
IBM
Global Services - Healthcare Industry
International
Business Machines, 425 Market Street, San Francisco CA
04/99 - 11/99
Trained in IBM software
development lifecycle management
(WSSDM) - IBM
Global Services Institute:
Applying Skills in a Project Environment and Customer
Relationship Management and
Opportunity Management
Research in technical
industry best practices, benchmarking, measuring customer satisfaction and
process methodology
Communication Management
IBM-Kaiser Permanent project
server setup: NT 4.0 Advanced Server,
RAS, Lotus Domino, User Admin, etc.
Financial
Manager
IBM
Global Services - Healthcare Industry
National
Clinical Information System project IBMs largest software and systems
development project
IBM
NCIS Program Office Financial Manager at Kaiser Permanente, Oakland
04/98 - 04/99
Analysts International
Corporation, Concord CA
Customer Relationship
Management: IBM and Kaiser Permanent financial liaison
Financial Manager for IBM's
largest software development contract, totaling $ 50 million
Contract development and
adherence
Designed project financial
model
Forecasting, budgeting and
staff management
Above industry standards in
accounting and billing accuracy
Expense and labor authorization
High-level Excel formula
programming
Implemented Client billing
using Client's labor tracking system and Electronic Debit System (EDS) as value
added financial service
Designed and implemented
project financial metrics and trend analysis
Implemented continuous
improvement processes and quality initiatives
Coordinated labor and
expense billing efforts with IBM internal organizations
Prepared monthly billing
summaries and financial reports
Adjustment tracking and reconciliation
up to $ 5 million on a monthly basis
Developed and implemented
labor and expense reporting processes to lower project costs
Project
Manager
Transition
Lead/Communication Manager (IT/Business
Liaison)
Computer
Resources Group at Pacific Bell, San Ramon CA
Technical
Support Team (TST) - Customer Care and Billing Technology (CCBT)
TST
is the winner of the 1997 Pacific Bell Quality Process Award
01/97 - 10/97
1.
Developed
and presented business case for creation of Communication Manager position.
2.
Developed
vision of Communication Manager position and set direction for TST
communication efforts based on industry best practices. Provided effective communication perspective
for business decisions.
3.
Centralized
and established ownership of all communication activities, policies and
processes.
Developed and maintained,
high-level work plan for all communication activities.
Crisis management: single
point of contact for user-group and high-level technical issues.
Team Lead for
Adopt-A-Director Program: a continuous improvement program providing director
input and escalation points for all new TST processes and policies. Developed vision, implemented plan,
recruited and supervised facilitators.
Transition Lead: planned for
transition of TST services to Pacific-Bell-wide support model using the TST
Strategic Communication Plan following the standards and models provided by the
International Association of Business Communicators.
Outlined approval and
release processes of end-user districts to IBM-ISSC and metrics methodology to
track success.
Project Manager: for TST Web
Site. Needs analysis, functional design, high-level work plan and supervised
development.
Training: approval of all Level I to III technical and
end-user training through various media.
Communication policy:
developed policy, presented business cases, wrote, implemented and maintained TST
Communication Plan and TST Strategic Transition Communication
Plan. Approved broadcast
communications, presentations and end-user documentation.
Conflict resolution
measures, communication platform usage, outage resolution policies and
documentation processes outlined in the Plans. Public relations, customer service and TST internal
communication policies provided by the Plans.
Technical documentation:
developed and implemented documentation management processes, cost/benefit
analysis of SAROS v. LAN documentation processes.
Migration of FileNET SAROS
knowledge management system data during transition
Approved technical writing
of end-user and technical job-aids; researched, and supervised updating of TST
documentation for release to end-users, Level I - III Technicians, CCBT
directors and the new support organization prior to transition.
Technical writing: Netscape
rollout, NT migration, Exchange rollout, and Atria Clear Case roll-out
job-aids.
Staff management: Hire/Fire
to maintain 60/1 end-user to technician ratio.
Metrics: developed,
implemented and supervised end-user and director satisfaction metrics:
benchmarking (Gartner Group reports), survey design, distribution, response
compilation on a weekly basis and recommended and implemented process
improvements.
Process management:
identified needs, designed process improvements using Visio, presented business
cases to TST leads and CCBT directors and oversaw implementation. E.g. Outage Resolution and Reporting
Process.
Mentor: provided communication models and philosophy
to new Communication Manager following my project completion.
Identified and implemented
policy for all non-standard applications that conflict with technical
environment.
Effective teaming events:
coordinated effective teaming seminars with Telesis Management Institute using Myers-Briggs Type Indicator
- a psychological performance review tool. Maintained coaching environment via
informal feedback, recognition and assistance in meeting deliverables.
Vendor relations: ENTEX, IBM and XEROX
Level
II Technician
Computer
Resources Group at Pacific Bell, San Ramon CA
Technical
Support Team (TST) - Customer Care and Billing Technology (CCBT)
01/96 - 12/96
NT migration planning and implementation from WFW 3.11 for 250 laptops and desktop computers
Laptop deployment including user training, and hardware and software installation.
Addressed PC architecture concerns: memory configuration, device drivers for laptops, modems, monitors, multimedia devices and optical scanners
Maintained LAN, WAN and RAS connectivity for all end-users
TCP/IP, Dial-up networking and RAS configuration
NT 3.5 through NT 4.0, Win95, 3.11 installation and configuration
DP Umbrella 2.0 ticket management software with SQL Reporting System
Provided award-winning quality desktop, hardware and software support services
Tested group core components with TST standards. Integrated applications within the NT platform
Level III security contact for LAN access and password administration
Atria Clear Case, PVCS, Remedy installation and configuration. Assisted in groupware rollout
ODBC configuration for Oracle, SQL and MS-Access
Office 97, Exchange 5.0, IE 4.0, Outlook configuration and support
Resolved calls within documented guidelines
Assisted trouble calls from end-users to the Vice President of CCBT
Assigned and resolved trouble tickets recorded resolution within 1 to 3 hours (above industry standards)
Facilitator for Adopt-A-Director program
Follow up with clients to ensure satisfactory resolution; escalation contact for conflict resolution
Developed and presented training materials and process documentation for end-users, directors and technicians for software support and rollouts
SMALL
BUSINESS EXPERIENCE
Temporary
MIS
March
of Dimes
09/95 - 12/95
Novel l NetWare 3.11 server support. Systems analysis, hardware and software purchasing, budgeting. Hardware donations planning. Database administration and report writing. Technical support for 25 end-users.
Operations
Manager, Systems Consultant
Benicia
Realty Management
06/85 - 09/95
RPM-1000 installation and support. Workflow integration, analysis, design and implementation. Trust Account, A/R, A/P, payroll, tax reporting. Established relationships with owners, tenants, vendors and lenders and other customers.
Accounting
Consultant
One
Step Apparel
06/95 - 08/95
QuickBooks Pro installation, configuration and training. Workflow design and implementation.
Systems
Consultant
Association
for Retarded Citizens
01/95 - 02/95
Workstation requirements, purchasing, configuration and implementation. Training and support.
Systems
and Application Consultant
Town
and Country Property Management
07/94 - 08/94,
RPM-1000 accounting software installation, training and support. Workflow re-design and implementation for maximum efficiency.
EDUCATION
San
Francisco State University
BA,
Speech and Communications, 1995
Projects Teaching Speech
Legal Research Methodology
Organizational Speech
Conflict Resolution
Community Service Writing
Argumentation and Advocacy
Argumentation and Debate
Forensics Team: CEDA
Debate Circuit
Sonoma
State University
Management
Major, 1990-1992
Computer Applications in
Management
The Legal Environment of
Business
Human Resources Club
DJ at KSUN - College Radio
Micro and Macro Economics
References
and Comprehensive Portfolio Available for Review
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