project supervisor Manager Leader
Kevin Alexander
PATRICIA SUNDGAARD
3883 Turtle Creek Blvd. #615
Dallas, Texas 74219
H (214) 521-9985
OBJECTIVE:
Self-starter seeks to identify and achieve a challenging career-track position requiring
exceptional organizational,communications, team-building and problem-solving skills.
EXPERIENCE:
IBM July 1994-present
Personal Systems Support Family Project Office Coordinator
Create process for national billing for PSSF ($2 million in Dec.). Supervise staff of 8
customer service representatives for corporate offering. Coordinate ongoing
implementation of PSSF offering with remote front-line organization for technical
support. Interface with field reps and customers to achieve customer satisfaction.
Utilize PC and host applications and databases to research problems. Build team effort
with local staff and remote office to create and manage contracts usingLotus notes
database. Supervise creation of invoicing fact sheets for all PSSF billing. Represent
PSSF at Fall '94 Comdex convention.
City of Irving (internship for master's degree) Nov. 1993-June 1994
Graduate Intern for the Information Services Department
Wrote, administered, and analyzed surveys to evaluate department services and reported
findings to management. Coordinated and solicited contributions, edited and produced
bi-monthly newsletter on computer-related issues. Coordinated Computer Users Group
meeting agenda. Initiated development of I.S. Policy Manual.
Graduate Intern for the Building Services Department
Developed preliminary recommendations for department conversion to electronic based work
orders. Wrote, processed, and posted purchase and work orders (to Lotus 1-2-3 for Windows
spreadsheet).
IBM 1989-Nov. 1993
Personal Systems Competency Center Support Representative
Answered customer service information and referral 800 number. Achieved perfect response
record for Sept. and Oct. Backed-up and trained replacement for DBA/PSL.
Database Administrator/Product Support Line
Exercised functional supervision of administrative team. Original member of long range
planning team for world-wide Q&A technical support system. Monitored work flow of
ASKQ/EQUAL support network to ensure accurate and prompt product support. Prepared
reports as requested by management. Documented all administrative work processes.
Trained administrative support personnel. Edited and promoted technical questions to library
database. Set up confidential databases for product pre-release testing. Managed responder
electronic profiles for Q&A. Implemented changes in product support control (thesaurus).
Provided an information resource for electronic Q&A responders.
Interfaced with nation-wide responder organization to coordinate responses.
Technical Coordinator Program Migration
Created and documented process to move external customer accounts from old Q&A system
to new system. Interfaced with field staff to facilitate customer enrollment.
Cullem Companies 1989
Independent Contractor
Solicited contract for training manual. Re-wrote training manual for check-out staff.
Sunbelt Produce 1988
Outside Sales Representative
Sold fresh produce to restaurant and hotel accounts. Cold called for prospects. Opened 60
new accounts.
The Texas Lawyer 1987
Circulation Manager (interim) and Subscription Sales Supervisor
Recruited, trained and supervised subscription sales staff of 10people. Co-developed
telemarketing promotion. Handled customerrelations/subscription problems. Negotiated large
law firm group sales. Set up newsstand sales network. Expanded circulation from 3600 to 7300.
Clinique Laboratories, Inc. 1986
Promotional Make-up Artist/Skin Care Consultant
Promoted Clinique sales through special event demonstrations at area department stores.
Top producer in special event sales, 2 quarters.
Real Estate 1984-1985
On-site sales and leasing in Dallas/Ft. Worth Area. Builders/Developers included Roden
Homes, ISC Properties, and Hooker-Barnes Homes. Used various financing: VA, FHA, and
Conventional loans.
EDUCATION:
M.P.A. University of North Texas G.P.A. 3.6 / 4.0 scale 1994
Major: English/Minor: Business
B.A. University of North Texas G.P.A. 3.3 / 4.0 scale 1992
ACHIEVEMENTS:
Hatton W. Sumners Fellowship UNT MPA Program '92-'94
Reasearch Asst. for R. Bland, Ph.D., Department Chair UNT MPA program
Pi Alpha Alpha National Honor Society for Public Administration
Sigma Tau Delta National Honor Society for English Majors
From: alex...@vnet.ibm.com ( Kevin Alexander)
Subject: Project Lead Manager Supervisor Project Lead
Reply-To: alex...@vnet.ibm.com