Resume

1. LYNN B. O’HARA
San Leandro, CA 94579
lynnohara@comcast.net 510.352.5069 www.linkedin.com/in/lynnohara
FOCUSED AND HIGHLY-VERSATILE ADVISORY RESOURCE AND SKILLS MANAGER
Find solutions for customer facing delivery resources in staffing infrastructure projects and
introduce and adopt corporate change processes
Leverage broad experience in program and delivery management and global EMC Infrastructure and IT for
delivering stellar customer service and organizational outcomes.
Procedurally driven, focusing on knowledge sharing and building cross-functional team networks. Areas of
strength include:
Training | SME of SAP Propel Multi-Resource Scheduling and CA Clarity PPM | ITIL Certification
CSAT Goal Attainment | Business Utilization
PROFESSIONAL EXPERIENCE
EMC CORPORATION, Pleasanton, CA 2000 – 2015
Advisory Resource Manager 2005 – 2015
Searched, matched, negotiated, and scheduled internal resources to projects and maintained resource
requests in centralized database. Researched and delivered technical updates on Enterprise Storage products
to Demand Resource Managers. Oversaw matrix pool of delivery resources focused in 13 western states and
Bangalore, India.
• Collaborated with delivery teams, facilitating urgent resolution to sensitive and time dependent projects
and maintaining high survey responses for Total Customer Experience (TCE).
• Published resource documents in internal job reference library, providing overview of company products
for on-boarding new team members and general review for existing employees.
• Reduced company expenses by completing in-depth resource searches, identifying individuals close to
customer site, negotiating flexible start dates, minimizing travel cost, and promoting remote login for
product delivery.
• Exceeded Management-By-Objective quarterly goals, for training new employees on executing resource
management tasks, handling escalations, staffing resources efficiently, project coordination, and meeting
product utilization targets.
• Met and exceeded Service Level Agreement (SLA) above 80% by clearing backlog through matching and
filling open requests.
• Received special recognition for innovation and thought leadership in developing internal
communication standards and guidelines for promoting effective information sharing between delivery
teams.
• Provided analysis, using Oracle Business Intelligence reports, on resource utilization and skills gap with
impact to expenses on the divisions and published weekend work report for tracking trends.
• Respected members of global team of project and resource managers, driving talent strategy for building
culture, values, and inclusion within company.

2. LYNN B. O’HARA lynnohara@comcast.net PAGE TWO
EMC CORPORATION (Continued)
Technical Solutions Architect 2002 – 2005
Reviewed and tracked project requirements, using Microsoft Excel and Calendar software, for Clariion
storage device and SAN switches (McData, Brocade, and Cisco) and formatted into standard design
document. Collaborated with team members in Professional Services Divisions for project oversight.
• Coordinated project activities of 36 resources in 13 Western States using Excel and create reports for
management review of customer and location for implementation of hardware and software products.
• Created custom design workbooks for Storage Area Networks (SAN) customer engagements, guiding
installation configurations and confirming successful implementations.
• Documented cancellation report, enabling divisional recovery of expenses associated with customer
cancellations.
Implementation Manager 2000 – 2002
Oversaw all Clariion projects in Western Region Customer Services Division, coordinated resource
assignments, published weekly schedules, supported technical escalation, and reviewed customer readiness.
• Directed work for team of 6 technical specialists covering California, Hawaii, and Alaska, facilitating
storage device implementation and providing local support.
• Met industry standards, reviewing device configuration and submitting to internal Change Control for
final approval.
ADDITIONAL RELATED EXPERIENCE
STORAGE TECHNOLOGY CORPORATION, Louisville, CO (Acquired by Sun and recently Oracle)
Technical Support Specialist, Systems, Western Region
Delivery Solutions Support Engineer, Open Systems, Walnut Creek, CA
Customer Service Field Manager, San Jose and Walnut Creek, CA
Customer Service Engineer, Oakland, CA
EDUCATION
Master of Science (MS), Telecommunication Management, Golden Gate University, San Francisco, CA
Bachelor of Arts (BA), Business Administration, Cum Laude, Holy Names University, Oakland, CA
Certificate in Telecommunications Engineering, University of California, Berkeley, CA