MICHELLE CARTER, PMP
1211 Euclid Street NW • Washington, DC 20009
 [Send email to request phone number] 69-1994 • [Send email using form at bottom]

SENIOR PROGRAM MANAGER, PROGRAM EXECUTIVE

Technology, Technological Services


Accomplished Program Executive with an extensive portfolio of success developing
and directing services, process improvements, and program rollout. Effective
sales leader with an ability to close multi-million dollar business deals.
Strategic planner skilled in identifying growth opportunities. Motivational
leader known for recruiting and cultivating high performance teams. Reputable as
a trusted advisor and customer advocate. Talented communicator with demonstrated
ability to forge strong business alliances. Dedicated to delivering exemplary
customer service. Additional areas of expertise:


Resource Management • Staff Development • Relationship Management • Best
Practices • Training
Business Development • P&L Statements • Process Improvements • Strategic
Partnerships
Process Engineering • Program, Project Management • New Product Rollout •
Negotiations
  Communications • Executive Presentations • Motivational Leadership •
Public/Private Sectors



PROFESSIONAL EXPERIENCE

DELL, INC., Round Rock, TX • 2007-2008
A personal computer (PC) manufacturer and seller.

Director, Global Services Delivery Executive (2008)
Define sustaining and standard delivery processes for the managed print services
business. Manage executive relationships for program portfolio including public
and private sector customers. Coordinate with internal partners to create pricing
and resource models to support new business efforts. Analyze trends and identify
new business opportunities. Conduct SWOT analysis. Respond to RFPs and bids for
new business. Oversee resource allocation, pricing negotiations, delivery partner
selection, and management of the program and staff. Resolve issues for all
programs. Recruit,interview and train new employees. Manage P&L statements.

Operational Highlights:
•	Eradicated manual processes by creating standard delivery options for new
business generation.
•	Bolstered business $225M by bidding and winning 2 new, 5-year contracts.
•	Saved $5M by bringing service/help desk support in-house after developing
pricing and processes for internal partners to support new business.
•	Managed executive relationships for program portfolio valued at $275M.
•	Created a team of SME’s to develop standardized processes for all delivery
partners. 
•	Streamlined operations by developing a strategic partnership with the
competitor; purchased license to use an industry tool that managed and serviced
client-facing business.

Senior Delivery Manager (2007-2008)
Commanded alignment of a project management office to support an enterprise
customer contract. 
Examined and approved program scope and change orders. Facilitated executive
management operations and business review meetings. Directed customer on-site
help desk operations. Managed SLAs, queue configuration, call metrics, and
customer reporting. Ensured on-time project deliverables. Created templates for
statement of work, change requests, and asset management lists. Developed process
and procedure guidelines. Recruited and trained SME’s to support diverse
functions including transition, support and billing. Conducted performance and
salary planning evaluations. Coached and managed 10 direct reports.

Cont’d…
MICHELLE CARTER • page 2 • [Send email using form at bottom]



Operational Highlights:
•	Inaugurated new business operations with first year oversight.
•	Amassed $5M in savings by outsourcing customer service desk function.
•	Elevated customer satisfaction scores from 70% to 98% by sourcing an end-user
training partner with multiple product capabilities.
•	Slashed transition costs 30% by reducing forecasted headcount.
•	Generated immediate revenue stream to offset expenses by implementing new
process to assume customer current state assets.
•	 Recruited and trained 10 SME’s.

HEWLETT PACKARD COMPANY, Washington, DC • 2001-2007
A computer, storage, software, and peripheral manufacturer and managed service
provider.

Senior Project Manager
Governed device implementation projects and sustaining programs for
enterprise-level customers. Created skill-set matrix and technical competencies
requirements. Allocated resources. Administered schedules. Sold managed print
services including devices and consumables. Cultivated and managed customer and
vendor relationships. Created statement of work, installation scripts, and WBS
documents. Managed up to 100 indirect reports. 

Operational Highlights:
•	Executed $185M, 5-year delivery engagement, 6-site implementation while
developing the framework for global delivery. 
•	Managed $12M, 2500 enterprise print services device enterprise
implementation.
•	Captured $100M, 4-year contract through adept management of the pilot
program.
•	Selected to lead customer headquarter campus implementation as a result of
delivering exemplary program management.
•	Fostered client confidence by showcasing subject matter expertise for
difficult and at-risk accounts.

PREVIOUS CAREER HISTORY

HEWLETT PACKARD COMPANY, Rockville, MD • 1999-2001
Business Process Analyst
•	Cut costs and improved time managed by improving standard processes and
reducing call center head count 15%.
•	Boosted revenue streams and customer account penetration by developing new,
targeted services.
•	Reduced travel expenditures by implementing virtual meeting technology in
process re-engineering projects.


PROFESSIONAL MEMBERSHIPS
Project Management Institute

ADDITIONAL TRAINING & CERTIFICATION
Project Management Professional Certification (PMP)
Project Management Program, ESI/George Washington University

EDUCATION
Bachelor of Arts in Technology & Management
University of Maryland-University College, College Park, MD