Process Improvement Manager IT in Chicago IL Resume Lois Bugg Shadrick

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Process Improvement Manager IT in Chicago IL Resume Lois Bugg Shadrick Powered By Docstoc
					                                         LOIS BUGG SHADRICK                                                 (630) 240-6201
        Downers Grove, Illinois 60516                                               


        A tenacious problem solver with extensive experience in process improvement, organizational development,
        project management, strategic planning, training, and team building. Effectively utilizes strengths in creative
        problem-solving and negotiating across organizational boundaries. Possesses strong communication and
        team-building skills. Serves as a key contributor to the lasting success of an organization.


Process Improvement
        Created program to deploy solution-centered support to 1,000-person organization.
        Developed requirements, evaluated proposals and coordinated management of vendors.
        Rescued project to migrate 500-person organization to new trouble tracking system.
        Conducted internal audits and wrote audit reports.
        Prepared organization for ISO audits.
        Designed and implemented inbound help desk processes and procedures.
        Developed hiring process and interviewed personnel for helpdesk positions.

Coaching, Mentoring and Training
        Oversaw technical drive teams’ work during wireless network deployment and optimization.
        Directed work of customer support helpdesk administrative staff.
        Mentored training program participants and new hires.
        Acted as engineer recruiter.
        Developed and delivered technical training to wireless customers, including Shinsegi of Korea.
        Wrote and delivered workshops at national conferences.
        Taught pre-school, grade school, high school and vocational classes.
        Designed and delivered workshops in team building, organizational change, productivity, co-worker communication
        and diversity for over 500 middle managers.

Technical and Professional Writing
        Taught Microsoft Office applications classes.
        Responded to request for proposals from sales and national account support organization.
        Presented at industry conference paper on process improvement programs.


T&M ENTERPRISES, Downers Grove, Illinois
Business Automation and Productivity Consultant, 1999-Current

Consults with clients on a variety of business issues that improve productivity, reduce expenses, increase sales, create
branding and good will, and design marketing campaign.

OPI, North Hollywood, California
School Account Consultant, 2006-2010

Oversaw customer relationship management for cosmetology schools in Arizona. Demonstrated to students and
instructors proper use of company products. Sold products to cosmetology schools. Represented company at industry
events and shows. Made largest single sale in history of division. Secured largest percentage sale increase for quarter in
summer of 2008. Achieved largest percentage increase in sales dollars for that same quarter.
                                                                                             Lois Bugg Shadrick, Page 2

New Product Introduction Program Manager, Wireless Customer Technical Support Engineer and Process
Manager, International Wireless Deployment Engineer, 1995-2003

Responsible for vender relations, customer relationship management, call center process improvement, program
management and team building. Oversaw projects across organizations. Project-managed, tracked and reported on
financials for project with $200,000 budget. Developed and implemented “Trouble Tracking System” utilized within a
division of 1000 employees, coming in 50% under budget and resulting in an approximate 25-35% increase in yearly
production. Directed wireless phone system installations in USA.

AT&T, Lisle, Illinois and Morristown, New Jersey
Wireless Deployment Engineer, Senior Internal Auditor, Sales Account Executive, National Sales Support
Consultant, 1987-1995

Effectively prepared company for ISO 9000 Certification, also developed disaster recovery plans for the AT&T long
distance network and external customers including Comdisco. Implemented and managed wireless phone system
installations in Asia and Latin America.

Software Programmer, 1985-1986

Created and translated software programs in support of the non-manned space missions and science experiments.


        Northern Illinois University, Dekalb, Illinois
        MSED, Foundations of Education,

        SOUTHERN UNIVERSITY, Baton Rouge, Louisiana
        B.S., Electrical Engineering, minor Computer Science


        LANDMARK EDUCATION CORPORATION, Chicago, Illinois, Team Management and Leadership Program,
        Wisdom Course, Curriculum for Living, Assisting Program.


        LUCENT TECHNOLOGIES, Murray Hill, New Jersey, Employment Recruiter Certificate

        STEVENS INSTITUTE OF TECHNOLOGY, Hoboken, New Jersey, Professional Program Management Certificate
        CROSS-CULTURAL COMMUNICATIONS, INC., Chicago, Illinois, Diversity Education Facilitator Certificate


        Microsoft Office Suite, Microsoft Project, Lotus Notes, Timeline, Smart Draw, HTML

Description: Lois Bugg Shadrick is a tenacious problem solver with extensive experience in process improvement, organizational development, project management, strategic planning, training, and team building.