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William Montes-Pack

Home: (415) 686-0753



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



         Platform: Windows XP Advanced Server, Windows 7/Vista/XP Pro/Mobile clients

         Software: MS-Office Pro 2010, Exchange Server, Visio, MS-Project, SMS: Remote Control and Package Commander, DPU 4.0 with SQL 4.0, eXceed, Extra! 3270 emulator, Remedy, Lotus Notes 5.0 and SmartSuite Millennium 9.1, ABT: Project Workbench Labor Tracking System; Oracle, Sapient TAR Trackers, Vantive, FileNET SAROS


         The Balanced Scorecard: Internal processes, financial performance, customer & employee satisfaction

         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)


Management, Legal & Financial Consultant & Legislative Analyst

California Indian Environmental Alliance
02/07  Present

         Legislative analysis

       Review all state & federal water-related legislation, bills & bonds as well as regulatory issues

       Assessing impact of water activities on CA tribes

       Posting all legislative & regulatory updates on the blog

       Representing CIEA at scientific, legislative, agency (state EPA) & peer conferences and working with State Capital staff

       Developing lobbying training workshop to teach CA tribes to lobby on their own behalf

         Management and financial consulting (acting Financial Director)

       Capacity building: planning IT systems & management processes for expansion of organization geographically, increased services, additional constituents & staffing levels

       Performance system & process implementation (Balanced Scorecard)

       Vertical status & reporting process implementation

       Wrote 2010 Business & Financial Plan for grantor & entity requirements

       501(c)(3)entity and legal(government)requirements & compliance

         IT Systems consulting (acting IT Director)

       Wrote yearly IT Plan

       Asset acquisition

       Project management

         Implementation of Exchange Server 2003

         Implementation of Joomla web database with document repository

       Backup procedures, file server structure

         Grant research & proposal writing for general admin & IT needs

         Marketing and development coordination

Owner / Treasurer / Manager

Benicia Realty Management, Inc.
02/07  Present
         Chief Operating Officer
         Business planning, development, entity requirements
  Legal, state & federal entity compliance
  Wrote integrated 2008 Business Plan with Financial Plan
  Sought funding and venture capital
         Financial analysis, bookkeeping / payroll
         Corporate taxes, payroll taxes, FTB & IRS trouble-shooting


Thomas Jefferson School of Law Continued Education
Completed 1L & 2L years, 2004-2006

         Contracts I & II

         Torts I & II

         Wills, Estates & Trusts

         Legal Analysis & Writing

         Constitutional Law

         Corporations I & II


Volunteer: Systems Consultant

International Indian Treaty Council
07/03  12/03

         Asset cataloging

       Servers, 12 Clients

       All software

       Contract & license review for compliance


Management Consultant

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

         Quickbooks consulting

         A/R, A/P Client Accounts setup

         Reconciliation procedures

         Server with 2 clients

         Intuit business partner

Senior Management Consultant

Senior Project Manager

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

         Developed EA Charter: Vision and Principles aligned with Executive level MBOs; Assist in developing Sponsorship Plan

          Developed and implemented consolidated Enterprise Architecture implementation project plan for Program Office and EA functional tracks (Infrastructure, Data, Integration and Application Tracks)

         EA Communication Lead: Developed and implemented EA Strategic Communication Plan, tactical communication plan and led all communication efforts, EA Track Communication Lead.

         Defined and implemented 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.

         Assisted 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

         Matrixed task delegation

         Managed 4 developers, 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 & developed business continuity plan

         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


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.


Thomas Jefferson School of Law
Completed 1L & 2L years, 2004-2006
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