Bryan Dougherty

Experience

• 

  Western Michigan University

  Feb 2002 - Feb 2004

  Lead Desktop Support Technician

  • Supervised four part-time employees for servicing 250+ customers• Improved customer service through communication, education, and new standards• Expanded written skills by creating instructions and tutorials for basic customer requests• Expanded presentation skills through conducting various training sessions• Successfully interacted within both a team and independent work environments

• 

  Rosalind Franklin University of Medicine and Science

  Feb 2004 - Apr 2006

  Help Desk Manager

  • Managed five full-time employees for all desktop support needs of 3,500+ users• Improved overall customer service through process and communication changes within team• Enhanced employees and students technical knowledge through onsite presentations• Developed new formal policies, procedures, and standards to improve team expectations• Created proactive, team-oriented group based on first call resolution and cross-training

• 

  Zondervan - HarperCollins

  Apr 2006 - Jun 2013

  • Reduced expenses through cost/benefit analysis and modifications of 85+ IT applications• Led user acceptance testing process for JD Edwards corporate ERP implementation • Increased product data integrity/visibility with implementation of Microsoft Dynamics CRM• Enhanced corporate communication with new marketing website and new B2B websites• Improved internal communication using Microsoft Lync 2010 and NewsGator software• Maintained Sarbanes-Oxley Act compliance through new processes and procedures• Decreased effort and time needed for creating annual product catalog through automation• Eased employee transitions to new systems by creating new internal training website• Created proof of concept for central visibility into product, author, and consumer data • Primary contact between 250+ business users and 8+ IT developers/contractors Show less • Managed five full-time employees for all ebook production, quality control, and distribution• Increased corporate ebook library from 200 to 1,000+ titles through new and backlist titles• Reduced development costs by evaluating processes and forming business partnerships• Improved communications regarding ebook dev through website and FTP modifications• Maximized opportunities through attending industry conferences and vendor familiarity• Created digital product repository for content to preserve files for future development uses Show less • Primary contact for 250+ business users for all computer and peripheral requirements• Improved overall customer service through communication and thorough troubleshooting• Decreased costs and storage needs by reducing turnover time for leased equipment• Decreased time required for new computer deployment through Altiris system improvements• Enhanced CEO/President’s monthly corporate meeting with MediaShout implementation• Maintained corporation’s asset management system for all hardware and software needs Show less

  • IT Project Manager

    Nov 2009 - Jun 2013

  • eBook Project Manager

    Jul 2008 - Nov 2009

  • Desktop Support Specialist

    Apr 2006 - Jul 2008
• 

  Dematic

  Jul 2013 - now

  • Initiate, plan, execute, control, and close small to large complex material handling projects using mechanical, controls, software, and installation teams (internal and contractor).• Create and monitor detailed project schedules inclusive of all in-scope engineering, installation, and integration activities as well as explicit and implicate out-of-scope milestones by others impacting project execution.• Define and proactively monitor plans to mitigate scope, schedule, and cost concerns both internally and with customers. Show less • Initiate, plan, execute, control, and close small to large complex material handling projects using mechanical, controls, software, and installation teams (internal and contractor).• Create and monitor detailed project schedules inclusive of all in-scope engineering, installation, and integration activities as well as explicit and implicate out-of-scope milestones by others impacting project execution.• Define and proactively monitor plans to mitigate scope, schedule, and cost concerns both internally and with customers. Show less • Led new site implementations, software/hardware enhancements, and modernizations• Managed software application engineering for 29+ projects totaling $63+ million in sales• Succeeded in keeping $1.2+ million in labor and $1.4+ million resale within budget• Created functional, interface, and various documents to define and clarify projects• Improved business understanding of software by documenting various platform functions• Trained new software project leads to get them up to speed quickly and effectively• Controlled handoff between software project team and software customer service support• Primary contact between external customers and internal software application engineers• Consistently attended training events to remain up on latest PM tools and resources Show less

  • Senior Project Manager

    Jul 2020 - now

  • Project Manager

    Jan 2015 - Dec 2022

  • Software Engineering Manager

    Jul 2013 - Jan 2015