J AMES E.

W ILLIAMS, CSM
Poway, California 92064 www.linkedin.com/in/jimewilliams

858-449-7994

jimewil@cox.net

PROJECT MANAGER
Certified ScrumMaster with solid technical and call center background combined with a proven track record of success in rolling out large-scale strategic and tactical IT solutions in complex multi-vendor environments. Highly organized with an exceptional ability to manage multiple projects, tasks and priorities effectively and in a timely manner. Superior communicator, easily interacts with executives, clients, vendors and staff. Core competencies include: Agile Project Management Total Client Focus Vendor Management Superb Presentation Skills Cross-Functional Leader Training & Mentoring Technology Development Business/Technical Analysis Excellent People Skills

P RO F E S SI O N A L E X PE RI E NC E
DigitalMojo Inc. San Diego, California Senior Project Manager

January 2013 Present

Utilized off shore development team to develop internal projects as well as web based marketing initiatives for our cable, broadband and telecom partners. Managed final stages of developing and implementing an internally built web based sales ordering tool that replaced SalesForce.com saving the company 34K immediately and 37K a year going forward. Managed multiple implementations to integrate the ordering tools of DMJs partners into our internal web based ordering tool. Worked with outside consultants and business partners to get San Diego Call Center PCI certified. Implemented QuickBase project manager software into organization that did not previously have a Project Management application

GreatCall, Del Mar, California June 2011 June 2012 Project Manager (Call Center Initiatives) Successfully managed numerous Marketing sales promotions for Jitterbug phones and Responder devices from inception to implementation to successful results. Managed major project to rollout IEX Workforce Manger to all Call Center Managers, Supervisors and Agents. Managed project to bring Operator Service calls in house to Call Center from third party partner, saving the company 50k to 70K a month. Responsible and accountable for the implementation and support of products, services, and call center technologies (upgrades, updates, moves, queues, groups). Provided leadership to stakeholders in the prioritization of approved tasks based on analysis of strategic importance, tasks outstanding, obstacles, resources and deadlines. Ensured the timely creation of all project-related documentation, including Business Requirements, Project Charters, Project Management Plans and Integrated Cross-functional Project Schedules. Managed scope and scope evolution through change orders, phased delivery and other methods to ensure projects deploy on time and within scope and strategy expectations. Continued

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P RO F E S SI O N A L E X PE RI E NC E
(continued) MITCHELL INTERNATIONAL, San Diego, California April 1996 June 2010 Product Support Manager (Project Manager) (Jan 2006 June 2010) Implemented product support solutions by close collaboration with leadership and clients, analyzing current systems and developing innovative and appropriate solutions. Assisted software teams in fine tuning customer requirements and support initiatives for all new software solutions, including updates to existing software suites. Successfully managed numerous IT projects lifecycles, from inception and design to implementation and rollout. Key player in identifying and pushing to resolution the top service generators for the organizations flagship software products; slashed call volume by 15% (1000 calls a month). Planned, coordinated and managed Alpha and Beta tests for all new software releases; developed support/mitigation plans; oversaw training required for support of each new software launch. Facilitated cross-functional meetings across the entire organizational spectrum, including Technical Assistance Center, Field Engineers, Account Operation Managers, Sales and Web Support. Proactively identified product enhancement opportunities that reduced operational costs and dramatically improved customer satisfaction. Conducted issue analysis, tracking and resolution; produced and distributed weekly, monthly and yearly summary reports to management on product issues, trends and release status. Excels at proactively identifying project bottlenecks and recommending immediate, practical and cost-effective solutions on site. Additional Positions at Mitchell Included the following: Senior Technical Support Engineer (June 2000 Jan 2006) Technical Assistance Center Team Leader (April 1997 June 2000) Technical Assistance Center Technician II (April 1996 April 1997)

E D UC A TI O N

&

T RA IN I NG

COLEMAN UNIVERSITY, San Diego, California Bachelor of Science, Computer Information Systems, 2008 ~ GPA 3.2 PROJECT MANAGEMENT INSTITUTE Project Management Professional (PMP) Certification (In Progress) Licensure: California Notary, California Notary Commission, 2010

T ECH NI C AL S K I L L S
Applications: Intuit QuickBase, Microsoft Project, Excel, Access, Word, Outlook, PowerPoint, Visio, SharePoint, Remedy, IEX WorkForce Manager, Team Tracker, Quicken, Adobe Acrobat, SharePoint Tools: Snag it, Go to Assist, Crystal Reports, Survey Monkey Continued

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S EL E C T ED A W AR D S
Service Readiness MVP Award, 2007 I'm Easy To Do Business With Award, 2007

M I L I TA R Y
Aviation Electronic Technician Third Class (E-4), U.S. Navy, 1982 1986 (Honorable Discharge)

P RO F E S SI O N A L O R G AN I ZA T IO NS
Member of Project Management Institute (PMI) Member of Project Management Institute (PMI) - San Diego Local Chapter