Patrick Bogan

Patrick is a PMI® Certified Project Manager with extensive operations, product development, process and project management.  He specializes in helping clients plan for, select, and implement software solutions for customer service organizations providing project management and leadership throughout the project and engagement. Patrick understands how to ensure that backend systems don’t become a bottleneck to excellent customer service. He has done extensive work with clients identifying and understanding how their business processes interact with their current systems, and how improvements can be made. He has developed comprehensive plans to enhance systems in order to improve effectiveness with minimal incremental costs.

Patrick has also helped clients develop and complete detailed RFP’s to identify new solutions in the marketplace. He has managed vendor relationships on behalf of clients, in order to develop the best implementation plan for new systems. Patrick has a history of effectively managing system implementations through to completion, on-time, within budget, and ultimately to the client’s satisfaction.

Examples of recent projects and engagements include:

• Senior Consultant responsible for developing and implementing the business processes and Standard Operating Procedures (SOP) for an Inbound Call TeleCenter for a global enterprise software firm.  Created metrics for measuring operational performance, providing visibility to executive management.  Reduced customer escalations and mis-routings by 40%.

Assessed multiple related business processes and re-engineered signifcant improvements.  Designed and implemented new Outbound Lead Generation process.

Led significant Call Center systems enhancement project from requirements through implementation, resulting in reduced processing time.

• Senior Director responsible for the creation and implementation of complete software deployment processes and procedures for a small, fast growing telecom software and services company.  Developed standards for entire process from project kickoff to project closeout, including deliverable templates, status reporting, change procedures, project scheduling and resource planning.  Created a ‘process team’ to document and improve both internal and external processes.  Created a ‘documentation team’ to enforce consistency and professionalism in customer-facing deliverables.  Successfully deployed entire software deployment processes to approximately 10 projects over the course of one year.

Led 2 major software implementations at tier one telecom carriers.  Managed all aspects of client interaction.  Successfully completed both projects, which were the first projects to complete at the company.

• Senior Project Manager responsible for the creation of a Project Management Office for entire Enterprise Hosting Product Development Business Unit within a global telecommunications company.  Developed Executive Dashboard, escalation procedures, change management and resource allocation planning.  Organization executes over 100 projects annually, varying in size and complexity.  Projects include new product development, infrastructure updates, product hardware upgrades and marketing campaigns.  Led the development of a new Product Development Methodology which will provide consistency and completeness in all development efforts.  This effort included all processes, procedures and templates from the initial ‘Understanding Market Demand’ phase through the ‘Post-Implementation Monitoring and Control’ phase.

• Senior Project Manager responsible for the creation and implementation of a large Microsoft NET Development Lab for Enterprise Hosting Product Development Business Unit.  Hired and led team of 25 Project Managers, Engineers and Business Analysts.  Responsible for $3.5+ million equipment budget.  Justified project, progress, expenses, design, etc. to its Japanese parent company.  Managed 10+ vendors.  Developed multiple Product Offerings in Lab.  Successfully completed project on-time and within budget.  Client considered the project a great success.

• Senior Project Manager responsible for multiple Corporate IT projects including significant enhancements to the CSG Arbor Billing Platform, and other internally developed systems.  Responsible for all aspects from project charters and RFP’s to implementation and lessons learned.  Initiated new Project Management Office (PMO) for managing all projects, developing processes, templates, and more.  Introduced MS Project Server for cross project analysis including resource utilization, time tracking and forecasting.

Patrick graduated from Purdue University with a Bachelors Degree in Computer Information Systems. He also recently completed an extensive training program on Project Management Institute’s PMBOK Methodology and has attained the Project Management Professional® certification.