LORIE J. CORLETT, PMP

                                         lcorlett.scguild@corlett.net

PROFILE

Þ Over ten years Technical, Customer-Facing Project Management

Þ Demonstrated Leadership and Proactive Approach

Þ Extensive Professional Services Consulting experience

Þ Excellent interpersonal sensitivity and communication skills

Þ Meticulous attention to detail and customer satisfaction

Þ Results-oriented, strong self-motivation, and a quest for excellence

Þ Ability to interface well with all levels of management

Þ Excel in ambiguous fast-paced environments requiring analysis and decision making

Þ PMP Certified, PMI Project Management Professional

Þ ITIL Certified, Information Technology Infrastructure Library

PROFICIENCIES

O Manage and Successfully Deliver Large Scale Projects

O Solution Development and Execution

O Client Engagement Process & Customer Focus

O Technical Project Planning and Management

O Project Costing, Scheduling, and Tracking

O Risk Management

O Escalation Management and Problem Resolution

O Scope Management & Change Control

O Team Leadership and Motivation

O Enterprise IT Infrastructure and Migrations

O Effectively Prioritize, Multitask and Deliver Under Deadlines

O Strong Presentation Skills

O Six Sigma DMAIC

O Well versed in PMBOK Methodologies (Project Management Body of Knowledge)

EXPERIENCE

DST Inc. at Merck Pharmaceuticals                                                                                                10/06-present

Sr. Technical Program Management Consultant

· Contracted to establish project framework for multiple aggressive, fast-paced technology projects supporting one of the customer’s top two strategic initiatives, Global Support Functions.

· Develop and establish project management methodology to support and integrate with Merck Systems Life Cycle.

· Lead technical teams implementing Cognos Planning and Hyperion Essbase financial reporting applications.

· Manage post-mortem metrics and process improvements.

· Responsible for all aspects of Project Management: project initiation, detailed project planning, project execution & control, project closure, production integration & service activation.

DST Inc. at Visa, Foster City, CA                                                                                                           7/06-10/06

Sr. Program Manager Consultant

· Contracted to take over highly visible, turbulent, customer-facing IT projects impacting Visa’s strategic initiatives.

· Credited by Executive Vice Presidents for turning around 12 month, $3M Siebel deployment.

· Communicated effectively with high level executive management enabling key decisions.

· Brought projects back on track by identifying issues and taking immediate corrective action.

· Responsible for all aspects of project execution and control.

EMC Corporation                                                                                                                                      2002-2006

Program Delivery Manager, Technology Solutions Group (3/03-7/06)

· Promoted to Program Delivery Manager (PDM) overseeing Program and Project Managers delivering Professional Services engagements in Northern California.

· Consistently exceeded revenue commits.

· Repeatedly acknowledged for outstanding command of the business.

· Recognized for PDM Early Revenue Attainment Award.

· Ensured cost effective and timely delivery of billable engagements that drive product and services.

· Managed project life cycle process from presales to kickoff to customer hand-off.

· Managed and prioritized resources deployed on engagements.

· Coached, counseled, and motivated project managers.

Professional Services Manager, Program Management Office (9/02-3/03)

· Promoted to PMO Manager overseeing a group of 18 Professional Services Program and Project Managers in CT & Upstate NY.

· Reviewed, approved, and developed statements of work (SOW) in accordance with EMC Professional Services methodology.

· Conducted project reviews to track financial performance.

· Worked and hand-in-hand with Sales Force understanding customer initiatives and meeting deliverables.

· Negotiated Statements of Work and terms and conditions.

· Provided management support for implementation escalations.

· Recruited, hired, and mentored Project Managers.                                                                                     

Sr. Project Manager (11/01 – 9/02)

· Managed on-time, on-budget delivery of "billable" Consulting Services for EMC Professional Services engagements.

· Performed with unprecedented results in Project Manager role by repeated successful deliveries.

· Acted as the primary interface to the customer, vendors and all EMC resources and organizations associated with each engagement.

· Managed all aspects of assigned projects including detailed planning, task tracking, cost control, and quality assurance in accordance with the Professional Services Methodology.

· Identified client requirements and developed statements of work.

· Resolved all project issues quickly, efficiently and in a professional manner.

Computer Sciences Corporation at Nortel                                                                                        2000-2001

Sr. Technical Project Manager

· Contracted to manage the technical transition of Nortel’s global support call centers and help desks for Nortel’s $3.4 billion IT outsourcing effort.

· Directed team of seven Global Project Managers on six-month project with $750K team budget.

· Performed extensive project management that included close customer contact, high technical content, and the ability to successfully manage large complex projects.

· Implemented on time and under budget while meeting business objectives.

· Considered the most successful IT team on the transition project by executive staff.

· Developed Statements of Work and project work plans that identified and scheduled deliverables, milestones, project dependencies, and required tasks.

· Conducted technical current state analysis and diagnostic studies.

· Current State Analysis Report rated as best on project and used as an exemplary model.

AT&T Solutions, Professional Services                                                                                              1999-2000

Sr. Professional Services Technology Consultant

· Contracted as Sr. Contact Center Technology Consultant to augment AT&T’s professional services providing e-commerce solutions.

· Managed Professional Services engagements for clients seeking multimedia web enabled solutions in contact/call center operations.

· Provided technical assessments, built business cases, and created implementation plans.

· Required the ability to understand the business of the client and solve business problems.

· Created and managed the project schedules, projections, and budgets.

Lucent Technologies Inc. (Now Avaya)                                                                                               1998-1999

Sr. Call Center Professional Services Consultant

· Contracted as a senior independent consultant to supplement Lucent’s Professional Services.

· Functioned as senior consultant on projects requiring broad technical knowledge and CRM background.

· Assignments included comprehensive voice, IVR and CTI implementation projects.

· Selected to manage large-scale Y2K compliance projects for preferred contact/call center clients.

· Developed and negotiated Statements of Work and developed project plans.

· Ensured all parties agreed to project scope, objectives, roles and responsibilities, and budgets.

· Managed the project teams to meet contractual deadlines. Monitored and resolved quality issues.

· Presented deliverables and status reports. Created and maintained online project plans.

· Supported and managed multiple projects, simultaneously while hitting aggressive deadlines

· Interfaced with all levels of management.

· Facilitated project kick-off meetings.

· Estimated project resources, created work plans, and managed client expectations.

Compaq/Digital Equipment Corp. at Citibank, N.Y., NY  (TCML)                                          1997-1998

Technical Project Manager

· Contracted to develop, manage and coordinate remote technical support call center and on-site help desk for Citibank's $750 million global outsourcing effort.

· Analyzed processes, procedures and outcomes to achieve immediate improvements.

· Proposed, tested and implemented solutions.

· Identified quality issues and implementation problems with help desk tools, Remedy and Applix.

· Managed team of on-site technical engineers providing problem resolution.

· Acted as crisis manager for highly volatile client situations with senior management requiring strong customer relations skills.

· Served as the point of escalation for project issues, service delivery, and client satisfaction.

· Lead other personnel in the speedy resolution of project implementation problems.

· Required the ability to motivate and maintain morale in highly stressful situations.

ReSound Corporation, Redwood City, CA                                                                                         1996–1997

Technical Project Manager

· Contracted as Consultant to evaluate and enhance Customer Service Contact Center technology.

· Defined scope of projects, developed project plans and determined resource requirements.

· Enhanced customer database to improve accuracy, reliability and effectiveness.

· Defined requirements, developed, and implemented new Customer Service data mart.

· Consulted with users to define system needs and performed extensive business analysis.

· Prepared and migrated data to new data mart; extracted, verified integrity and cleansed data.

· Reduced the call abandonment rate from 22% to 4%.

· Reduced Call Center average speed to answer from 5 minutes to 20 seconds resulting in increased customer satisfaction and annual cost savings of $55K inbound telecom charges.

DigiDesign/Avid Technology, Palo Alto, CA                                                                                      1995–1996

Telecom Project Manger Consultant

· Managed the implementation and installation of new Aspect ACD system and Definity PBX.

· Managed migration from Centrex to internal PBX and ACD systems.

· Designed a comprehensive skill based ACD system for technical support and customer service.

· Performed all programming and testing of Aspect ACD. Programmed custom call center reports.

· Performed trunking analysis and saved the company over $25,000 per year.

· Worked with vendors to resolve problems and ensure maximum service levels. 

· Negotiated with vendors and managed key vendor relationships.

EDUCATION

California State University, Chico B.S. in Business Administration – Finance                                        1987

Professional Development:

EMC University Training

- Six Sigma; Fundamentals, Advocate and Green Belt

- Focused Approach to Project Management & Effective Project Management

- Project Financial Management

- Microsoft 2003 Project, Outlook, Access, Word

- Business Writing & Business Protocol

- Impact through Influence

- Coaching for High Performance

- Presenting for Impact

- Core Management - Achieving Results in a Matrix Environment

- Everyday Negotiation

Pink Elephant - ITIL Information Technology Infrastructure Library Essentials

Stanford University

- Executive Leadership Seminar

- Executive Breakfast Briefings Series

PMI Project Management Institute

- Essential Facilitation Skills for Project Managers

- People Skills for Project Professionals

SYSTEMS & TOOLS

MS Project, Visio, Microsoft Office Professional (Word, Excel, PowerPoint, Access) Adobe, Acrobat, MS Outlook, Lotus Notes