Dawn C.

Sneddon
30723 J. Carls St.
Roseville, MI 48066
dawnsneddon@yahoo.com
586) 943-6210
BACKGROUND
20+ years of experience consulting, multiple leadership positions, performing ma
ny difference facets of business analyst functions saving corporations hundreds
of thousands of dollars, managing projects, managing multiple client accounts, l
eading support teams, performing required business analysis, finance cost manage
ment, telecommunications and business process improvement.
Wide array of experience in various areas of business process reengineering, ope
rations & business assessment experience. Areas of expertise include Consulting,
Project Management, Account Management, Strategic Planning, Business Analyst &
Development Planning, Finance and Management Information.
Served as a Consultant assisting Business Process Teams to implement Business Pr
ocess Management and Business Improvement Initiatives as a core discipline. Dire
cted a complete realignment of the Service Request Management Entity of a large
corporation.
Education includes a Master of Science in Business Administration from Central M
ichigan University, MI and a Bachelor of Science in Business from Davenport Univ
ersity, MI.

EXPERIENCE
Senior Consultant & Operations Manager
Served as a Senior Consultant, and performed various account and project managem
ent roles in many realms and for many diverse clients in program & technical web
site design and implementation, customer service management, business process ma
nagement, software & database support and administration. Collaborated to create
an asset and document mgt t web-based application utilizing team of web develop
ers & business analysts. Interfaced with diverse levels of internal & external p
ersonnel to develop & maintain effective rapport, problem resolution & inquiries
for new business. Scope included analyzing, recommending & implementing new /im
proved systems which expedited workflow. Managed onsite support of internal appl
ications, reviewed system & business requirements, Developed as-is & to-be proce
sses & assisted the client in the implementation of the new processes as well as
ensuring contractual obligations, metrics & client satisfaction.
Client Services Manager
Analyzed workload balance & daily operations, ensuring contractual obligations,
customer satisfaction & metrics for 60+ Tech Leads & computer technicians. Devel
oped business plans and objectives, responsible for corporate project deadlines,
compensation administration, evaluated performance of subordinates and provided
employee training, coaching and development.
Process Improvement Analyst
Analyzed, recommended, implemented new or improved systems, which expedited work
flow for the service request management department of a major automotive corpora
tion. Collaborated with the Quality Improvement Team to streamline communication
processes to better service the customer.
Finance Contracts Analyst
Reviewed and audited multiple plant automotive contracts. Managed the Business U
nit IT Budget with regard to finance, systems and staffing needs. Responsibiliti
es included Forecasting, Budget & Month-End Responsibilities of account contract
s. Resolved financial issues concerning vendor pricing negotiations. Identified
Cost Reductions through spending analysis while analyzing budget performance rep
orting, work order systems, accounts payables and receivables, fixed assets syst
em, general ledger and variance reporting via profit and loss reports.
Senior Business Analyst, Auditor & Consultant
Conducted internal audits regarding business expenditures including fixed & vari
able assets, expenses, etc. which included reviewing of invoices for multiple ac
counts throughout the United States saving General Motors hundreds of thousands
of dollars. Also, conducted internal company ISO 9000 Audits to achieve account
& corporate compliance.
Telecommunications Supervisor
Managed teams of communications professionals for voice network design, implemen
tation, CAM (change, add, move) activity, client administration and billing. Ass
isted in the design & implementation of telecommunications solutions, conducted
internal/external training on telecommunications systems (Nortel, AT&T, Rolm, Ce
ntrex). Investigated and rectified billing and service related issues.
Call Center Business Analyst
Analyzed staff operations with regard to daily metrics and recommended new or im
proved processes, which expedited workflow. Responsible for process/training doc
umentation for call center as well as monitored standards and Systems Life Cycle
Methodologies (SLC) including performance metrics, used in the overall assessme
nt and evaluation of a call center/help desk operation. Acting liaison between c
all center representatives, executive management and vendor for complex issues.
Asset Management & Telecommunications Analyst
Reviewed fixed assets and telecommunication contracts enterprise-wide and at the
business support level across the United States for General Motors.

WEBSITE DEVELOPMENT & IMPLEMENTATION MANAGEMENT

Led several recent website development & implementation projects including:
Crime Stoppers of Southeastern Michigan (www.1800speakup.org)
Engineering & Maintenance Project Knowledge Repository
(www.symconempkr.com)
NC A&T Universities DORED website
(http://www.ncat.edu/~divofres/)
NC A&T Universities ISET Website
(http://www.ncat.edu/~iset/)
NC A&T Universities CoE Websit
(www.ncatcoe.symconprojects.com)
Will provide additional websites if requested

EDUCATION
Masters of Science in Business Administration - Central Michigan University 200
6
Graduated with High Honor
Core Concentration: Business Leadership
Minored in Finance
Bachelor of Business Administration - Davenport University 2004
Core Concentration: Business Leadership
Minored in Marketing
Certificates Earned:
Project Management Institute (PMI) Training Certificate 2004
ISO 9000 (Auditor Training)
 EDS University 2003
Management/Leadership Training EDS University 2002
Received many other certificates, including Microsoft Office
Suite (Basic & Advanced). I can provide copies of
certificates if requested.