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Technology Strategy Projects

Understanding today's technologies, tools, and resources is not enough to gain and maintain a competitive edge. Developing strategies that blend management theory, technological understanding, and human capital tactics can ensure an organization is able to leverage its technology investments for maximum return. The following list is illustrative of the types and sizes of technology strategy projects I have developed.

Business Process Analysis - International Project Support Center
Working with a Fortune 200 company, I conducted a business process analysis that documented nearly 300 operational procedures for supporting a global projects infrastructure. The documentation included time motion studies for many of the tasks, as well as inventories of all hardware, software, training, and human capital resources used in completing the tasks (from initiation through fulfillment). The documentation was later converted into a strategic plan for consolidating many of the tasks from multiple departments into a single, international project support center. Included in this final report were ROI calculations for three different call management systems, telephony systems, and human resources configurations, as well as, preliminary job descriptions, implementation plans, marketing-communication plans, and training plans.

Business Process Analysis - Technology Call Center
As a Technical Analyst with Turner Broadcasting, completed a business process analysis of their existing technology client support operations to facilitate the development of a help desk call center. Documentation included the development of prototype data entry and management screens for the Remedy software, forms and reports to be used for communicating within the unit, service call protocol flow charts, and standard operating procedures.

Internal Audit Project - GSU College of Law Website
Supervised a team of MBA graduate students in the audit of Georgia State University's College of Law website. Included a benchmarking effort of the then 180+ American Bar Association approved law school websites. The final audit report contained recommendations that were presented to the Dean of the law school and resulted in a complete redesign of the school's web presence in 2001. To read the report, which is in PDF format, click here.

Internal Audit Project - Project Support Service Department
Coordinated, as a consultant, an in-house review of an existing project support service operation. Involved the evaluation of six field offices and the services delivered by those offices, as well as by the headquarters staff. Areas audited included: human resources, payroll, corporate safety, corporate facilities, fleet services, and information technology services (hardware, software, networking, and telecommunications). Resulted in the consolidation of field offices from six to two plus headquarters; the automation of most routine tasks (both data entry and information request) via a secure intranet; and the development of a set of standard operating procedures relative to the areas reviewed.

Internal Audit Project - Warranty Operations Department
Worked as a consultant to a major information technology outsourcing firm to document and prioritize needed improvements in their warranty operations programs. Wrote new service management guidelines, customer warranty request handling protocols, and served as a liaison between the warranty operations unit and their in-house software development team to develop a customer request tracking system. Rewrote existing training materials to meet the needs of the organization in terms of quality, financial, and customer service performance metrics.

Strategic Plan - GSU College of Law Technology Services
Developed a five year strategic / operations growth management plan for the College of Law at Georgia State University. The document was commissioned by the Office of the Dean to help crystallize the technological needs of the school from four primary stakeholder view points: students, faculty and staff, alumni, and the community-at-large. The document focused on the development of both hardware and software needs as well as staffing needs to deliver the anticipated growth in services. The plan involved significant research of other ABA-accredited law school plans, as well as, mapping to relevant strategic plans produced by the school, the university, the Board of Regents, and the American Bar Association (ABA). To read the document, available in PDF format, click here. (Hosted by the College of Law and may not be available.)

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