Darleen Witmer

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Darleen Witmer

• Introduction Qualifications
• January, 2007

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Overview
OBJECTIVE An innovative and seasoned Senior
Manager and Consultant drawing from diverse role
of responsibilities that include business and
technical skills, seeking a position where
successful progressive experience in all phases
of Strategic Planning, Project and Financial
Management can be utilized to the benefit of the
organization. Contagious enthusiasm along
with sense of humour used to encourage solutions.
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BIO

• Senior manager in financial services, IT
  infrastructure support, software development,
  healthcare application support, Internet
  services, as well as extensive experience within
  clinical medical laboratories.
• True people person in every aspect, as a
  leader, mentor, team motivator, passion for
  customer service, finding solutions and executing
  delivery of solutions and projects.
• Developed ever expanding portfolio of
  qualifications covering, operations, support
  services, project management, general management
  core competencies, strategic planning and
  leadership.
• Proved time and again flexibility in responding
  to changing conditions and ability to wear many
  hats in the effort to meet and exceed corporate
  goals and challenges.
• Discovered an interest and natural skill with
  technology as it was introduced in the hospital
  and laboratory, while I was a medical laboratory
  technologist
• Pioneered account management, and customer/vendor
  relationship management techniques.
• Quickly distinguished myself as a leader and
  customer satisfaction guru, particularly skilled
  with liaising between highly technical engineers
  and non-technical customers,

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Leadership

• I am noted for my relationship building and
  leadership of establishing effective
  relationships between multi-functional and
  multi-disciplinary teams
• Integrate - align mission vision and team with
  the support of leadership principles
• Communicate - effective strategies to drive
  team/project visibility - organizational team
  alignment
• Execute - Frameworks and skills to execute
  effectively using simple tools essential
  skills
• Communication is key to developing relationships.
  I have led by example and encouragement to
  communicate through meeting with user groups,
  visiting face-to-face to establish, ongoing
  communications with regular meetings,
  newsletters, status reports, surveys and
  celebrations.
• Developed and coordinated a comprehensive
  reporting system and then liaised regularly with
  development teams and relationship managers,
  resulting in opening lines of communication and
  minimal confusion.
• Ability to interact on equal level with all
  customers, and use damage control when necessary.
  Always take initiative to communicate proactively
  with customers and essential resources, including
  tracking milestones and required deliverables.
  Use skilled written communications for
  negotiations.
• Statement from performance review Darleen is
  the best all-around up and coming leader in IT
  with her combination of leadership, employee
  management and technical skills

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Team Building

• Selected, hired, trained and coached over 20
  technical support associates to create team of
  excellence. RESULT Improved customer
  relationships, smoother transitions
  implementations providing 10 increase in new
  revenue and decreased spending by 10 with
  implementation services.
• Consistently have gone into companies after rapid
  growth, created, implemented and managed
  processes and infrastructure to support growth
  and sustain business integrity - Golden Triangle,
  Grand River Hospital, Checkfree MCAP
• Known for creating order out of chaos through
  team development, intense listening skills and
  passion for continual improvement and get things
  done attitude
• Motivated through several reorganizations of IT
  the Infrastructure team including architects,
  engineers, managers, team leaders, server and
  network administrators, and PC/desktop
  specialists. Included quarterly performance
  evaluations and performance improvement plans as
  well as integrating with other IT teams through
  communication and encouragement.

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STATEMENTS from performance reviews

• Darleen is available 24 X 7 for any issues that
  arise both company and personal for the team
  members
• Darleen has encouraged small productive teams
  within her unit, building self-confidence and
  leadership potential in others. She has worked
  with other business partners and external vendors
  to implement improved services
• Always encourages team to enjoy themselves at
  work and home. Is an active participant in team
  events and organizes team events. Darleen has a
  keen sense for when people need to let out steam
  and when to push.

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How I Get Job Done

• Excellent communicator and proven relationship
  manager of all stakeholders and teams
• Chosen liaison between technical teams and non
  technical
• Technical background and innate ability to grasp
  new technology
• Manage teams through setting priorities obtained
  through partnerships with business in order to
  meet corporate goals and ensure alignment with
  corporate strategy
• Project Manager skills -utilizes project
  management methodologies and tools to resource
  and manage teams projects and align to corporate
  objectives and goals - MS Project, Planview,
  lists, stop light status reports
• Master of continual improvement of tools,
  reports, documents, processes procedures
• Ensure to point of overkill that knowledge
  transfer complete before deployments go live
• Extensive recruitment and employee performance
  management
• Enforce standards best practices
• FUNDAMENTAL BUILDING BLOCKS - TRUST LOYALTY

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Experience

• In excess of 15 years information technology
• Focus on customer service and satisfaction
  throughout entire career
• Managed Operations, Desktop support,
  Infrastructure, Networking, IT Projects, Data
  Centre, at MCAP
• Managed Support, Training, Communication, and
  Development team at CKFR.
• Interfaced with second level support team (SWAT)
  at CKFR to implement emergency bug/fix releases.
• Extensive experience managing all stakeholders
  and teams in project delivery

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Problems, Actions Results

• How have I managed to hold people accountable for
  meeting commitments and and get results in
  managing projects ?
• Examples White Hot customers. Faced with loss
  of in excess of 600,000 maintenance. Had to
  improve relationships by detailing bug/fix
  requirements over multiple releases.
• Interfaced with multiple development teams at
  CKFR, to provide detailed customer requirements
  for these specific White Hot customers.
• Interfaced with CKFR senior management to brief
  on weekly progress, conference calls, field trips
  for face to face customer meetings.
• Pulled stalled project out of crisis and managed
  with dedicated focus and daily updates, checks
  and communications to complete on time, within
  budget and obtain million dollar fee
• Techniques Know the big picture, plan and then
  plan for the unplanned, enforce decentralized
  decisions, delegate, empower the experts, be
  accountable and expect accountability
  communicate. Align team roles and
  responsibilities. Use Stop Light Status Reports -
  quickly identify what needs to be done and who
  owns ties the team to mission.

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• 2. How have I improved efficiencies in delivery
  of services?
• I have consistently been at the forefront of
  developing and implementing new policies and
  procedures to optimize efficiencies of team and
  delivery of services.
• Often hired specifically to install structure and
  processes into teams with measurable improvements
  reported - increased revenues, decreased spending
  and improved customer satisfaction.
• Reduced calls to support by creating technical
  bulletins to ensure communication with other
  teams and customers
• Utilized Six Sigma LEAN methodologies to
  remove non value steps in processes and
  procedures - cost savings of 50,000
• Comments from Colleagues
  Customers/Vendors
• Darleens focus always on making the
  customer happy, even when under pressure stayed
  calm and has a positive attitude towards solving
  the problems.
• Never gets emotional or upset even
  when times are stressful. Always treats every
  inquiry professionally and provides courteous and
  due consideration equally.

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Credentials

• Equivalent experience within computer science to
  meet requirements
• Extensive knowledge and interest in all
  software, specifically web development due to
  past experiences and interests - software junkie
  and passion for what is new and upcoming
• Project manager
• EDUCATION
• Diploma, Registered Medical Laboratory
  Technologist
  1977 1980
• Mohawk College, Hamilton ON (Dean's Honour Role)
• University courses toward Bachelor of Science
  (60)
  1982 1984
• Self-motivated and self-made business manager
  with equivalent to Bachelor of Business

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PROFESSIONAL DEVELOPMENT

• Management
• Managing Diversity in the Workplace (Development
  Dimensions International)
• Plan View Management
• Project Management courses
• Effective Business Writing online course
• Power Up Presentations
• Lean Transactional Training - Six Sigma LEAN
  Practitioner Certificate
• Mission-Critical Leadership Workshop by Angela
  Mondou
• Technical
• Advanced UNIX
• Microsoft Office (Excel, PowerPoint, Word)
• Advanced Microsoft Project
• ClearQuest
• BEA WebLogics
• VisualAge Java
• Checkpoint Firewall Administrator certification

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Technical Skills
Technical Skills

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References

• MCAP - letter of employment professional
  associate
• JAMIE DE DOMENICOArchitect - Software
  Development - Christie DigitalOffice 744-8005
  ext 7229Home 342-6506
• Checkfree - CTO VP Development
• KEVIN THOMSON
• Director of Engineering, NCR Payment
  Solutions - NCR
• 519 883-3773
• RAY SIMONSON
• Chief Executive Officer - Software
  Innovation
• 519-772-3181
• Additional References can be supplied upon request