1. Benedicto González-Martínez PMP Certification
Experience
Compucom
Intuit
Assigned to Intuit to transition of the Help Desk from India to Mexico; including On/Off Boarding team,
Call Center and Email/Chat team. Drafted the project charter. Evaluated the feasibility of the new
project. Performed a risk analysis. Created the WBS. Participated in the migration schedule. Provided
status reports. Creation of quality assurance process, team evaluations, and monitored the project
scope.
Initiating
Researched previous team processes and procedures. Defined the project scope and project charter.
Assessed the costs associated with the transition. Developed client objectives, our objectives and
documented action plan; discussed results with stakeholders. Determine processes, methods and
metrics to measure help desk success.
Planning
Gathered necessary information and determined the best processes and procedures. Developed a work
breakdown structure, timeline, and budget for this project. Identified team members and develop
human resources plan. Created risk management plan. Created report presentations. Developed the
training.
Executing
Transitioned the Help Desk, created standard operating procedures. Managed project resources, hired
and trained new personnel. Executed tasks and plans. Maximize team performance. Completed project
before deadline.
Monitoring and Controlling
Established an action plan for weekly review the transition and objectives achievement. Managed risks
and changes. Established an evaluation process and reporting for the help desk results. Continually
monitored team members and incidents. Continually updated the training documentation. Managed the
communication.
Closing
Received feedback from client and made necessary changes. Ran reports to fully demonstrate the
transition was successful as per metrics. Obtained acceptance of project. Archive project documentation
and materials.