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William Montes-Pack

e-Mail:            wmontes-pack@sbcglobal.net

Website:         http://bmpack.tripod.com

Former Board Member of the International Association of Business Communicators (IABC/SF)

 

OVERVIEW OF TECHNICAL EXPERIENCE

        Platform: Windows XP Advanced Server, Ethernet, TCP/IP, DNS, DHCP, other network protocols up to mainframe and UNIX gateways.  Windows 2000\XP Pro and CE, UNIX, Novell NetWare 5.0

        Software: MS-Office XP Pro, Exchange 5.0, Visio 2000, SMS: Remote Control and Package Commander, Outlook XP, 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

Volunteer: Systems Consultant

International Indian Treaty Council
07/03 – 12/03

 

Management Consultant

Licensed to Code, San Francisco
01/03 – 05/03

 

Senior Management Consultant/Senior Project Manager

Artizen, Inc. at Cisco Systems, Inc.
Enterprise Architecture (EA) Program Management Office
01/02 – 05/02 (project cancelled)

    Develop EA Charter: Vision and Principles aligned with Executive level MBO’s; 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)

    EA Communication Lead: Develop and implement EA Strategic Communication Plan, tactical communication plan and lead all communication efforts, EA Track Communication Lead.

    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.

    Assist project managers in learning organizational communication skills such as focus groups, interpersonal and inter-team communications, standard project documentation (following PMI best practices) and project planning

 

 

Senior Project Manager/Management Methodology Consultant

Strategy and Information Technology
Chela Financial Resources, Inc.
12/00 – 09/01

    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 – IBM’s 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

Thomas Jefferson School of Law
San Diego, CA 2004 to present
 
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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Created by Bill Montes-Pack

Last Modified on Wednesday, April 28, 2004

12:34:34 AM