Denise "Nadine" Schwartz Resume Presentaion

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  • 1. Denise Schwartz May 2008
  • 2. Professional Summary
    • An experienced IT executive with breadth of 15 years of professional experience in the following key areas:
    • Contact Center Management
    • SaaS (Software as a Service)
    • Program Management
    • Global Consulting Practice Management
    • Business Architecture and Process Management
    • Business Development / Account Planning
    • Contact Center and Information Risk Mgmt.
    • I.T Audit. And Portfolio Management
    • Strategic Planning & Sourcing Management 
    • Ms Schwartz is a Senior Program Manager with Microsoft Corp. Her areas of expertise include Global Practice Development, Portfolio Management, SaaS Software as a Service, Contact Center Management, Global I.T. Operations, and Risk Management Advisory. Ms Schwartz has held a number of major leadership positions during her career in which she served as a Management Consultant for fortune 100 companies.
    • Leadership strengths include ability to develop relationship for large complex technology sales and effectively organize teams and departments for delivery management; Capability to cut across functional and technical boundaries to achieve project goals; lead by example and effectively utilize hands on management style in project delivery; has successfully navigated widely varying company cultures and organizational structures during engagement experiences, utilizing Best Practices and ITIL and MOF compliance to improve efficiency.
    • .
  • 3.
    • Implemented centralize mission critical applications reporting frame work and optimized resolution process with ITIL / MOF implementation.
    • Improved NSAT across all Global Contact Centers (from 87% to 95%)
    • Improved project delivery for Microsoft Global projects by implementing In-flight check frame work for key (SAAS, CRM and ERP) projects.
    • Managed I.T audits for Disaster Recovery clients and managed all projects above margin with highest client satisfaction
    Professional Accomplishments
  • 4.
    • Operations management, and contact center management
    • Customer engagement management and practice development
    • Provided strategic leadership to global contact centers by maintaining high levels of partner satisfaction
    • SAAS engagement management
    • IT Performance / Risk Measurement, Security policies, procedures analysis & strategy with risk mitigation
    • Business Process Re-engineering process advisory
    • for Six Sigma / ITIL/ MOF process driven SDLC environment
    Professional Accomplishments
  • 5. Professional Engagement Experience
    • Microsoft Corporation
    • Washington Mutual
    • SonicCare
  • 6.
    • Engagement Sectors:
    • Software Development
    • Consulting Services
    • eCommerce
    • Financial Services / High-tech
    • Expertise Domains:
    • BPM Business Process Management
    • CRM / Contact Center Management Business Continuity Mgmt.
    • Business Development and Account Planning / Management
    • Information Risk Management and Business Architecture Advisory
    • Compliance and ITIL / MOF Process optimization
    • Business Continuity Mgmt. (BCM) / Business Continuity Planning (BCP)
    Engagements Summary & Industry Experience