Darleen Witmer has over 30 years of experience in senior management roles involving customer service, financial services, healthcare, IT infrastructure support, and software development. She is skilled in strategic planning, project management, team building, and relationship management. Throughout her career, she has successfully led teams, managed projects, and improved customer satisfaction. She aims to utilize her leadership abilities and experience to benefit a new organization.

1. Darleen WitmerDarleen Witmer
Introduction & QualificationsIntroduction & Qualifications
20102010
Skills: Customer Service; Communication; Team BuildingSkills: Customer Service; Communication; Team Building

2. OverviewOverview
OBJECTIVE:
An innovative and seasoned Senior Manager and Consultant drawing from diverse role
responsibilities that include business and technical skills, seeking a position where successful
progressive experience in all phases of Customer Relationship Management, Strategic
Planning, Project and Financial Management can be utilized to the benefit of an organization.
Contagious enthusiasm along with sense of humour used to encourage solutions.

3. BIOBIO
 Senior manager in financial services, software development, healthcare application support, ITSenior manager in financial services, software development, healthcare application support, IT
infrastructure support, Internet services, as well as extensive experience within clinical medicalinfrastructure support, Internet services, as well as extensive experience within clinical medical
laboratories.laboratories.
 True ‘people person’ in every aspect, as a leader, mentor, team motivator, passion for customerTrue ‘people person’ in every aspect, as a leader, mentor, team motivator, passion for customer
service, finding solutions and executing delivery of solutions and projects.service, finding solutions and executing delivery of solutions and projects.
 Developed ever expanding portfolio of qualifications covering, operations, support services,Developed ever expanding portfolio of qualifications covering, operations, support services,
project management, general management core competencies, strategic planning andproject management, general management core competencies, strategic planning and
leadership.leadership.
 Proved time and again my flexibility in responding to changing conditions and ability to ‘wearProved time and again my flexibility in responding to changing conditions and ability to ‘wear
many hats’ in the effort to meet and exceed corporate goals and challenges.many hats’ in the effort to meet and exceed corporate goals and challenges.
 Discovered an interest and natural skill with technology as it was introduced in the hospital andDiscovered an interest and natural skill with technology as it was introduced in the hospital and
laboratory, while I was a medical laboratory technologistlaboratory, while I was a medical laboratory technologist
 Pioneered account management, and customer/vendor relationship management techniques.Pioneered account management, and customer/vendor relationship management techniques.
 Quickly distinguished myself as a leader and customer satisfaction guru, particularly skilled withQuickly distinguished myself as a leader and customer satisfaction guru, particularly skilled with
liaising between highly technical engineers and non-technical customers,liaising between highly technical engineers and non-technical customers,

4. Leadership & Project ManagementLeadership & Project Management
 I am noted for my relationship building and leadership of establishing effective relationships betweenI am noted for my relationship building and leadership of establishing effective relationships between
multi-functional and multi-disciplinary teamsmulti-functional and multi-disciplinary teams
 IntegrateIntegrate - align mission vision and team with the support of leadership principles- align mission vision and team with the support of leadership principles
 CommunicateCommunicate - effective strategies to drive team/project visibility - organizational & team alignment- effective strategies to drive team/project visibility - organizational & team alignment
 ExecuteExecute - Frameworks and skills to execute effectively using simple tools & essential skills- Frameworks and skills to execute effectively using simple tools & essential skills
 Communication is key to developing relationships. I have led by example and encouragement toCommunication is key to developing relationships. I have led by example and encouragement to
communicate through meeting with user groups, visiting face-to-face to establish, ongoingcommunicate through meeting with user groups, visiting face-to-face to establish, ongoing
communications with regular meetings, newsletters, status reports, surveys and celebrations.communications with regular meetings, newsletters, status reports, surveys and celebrations.
 Developed and coordinated a comprehensive reporting system and then liaised regularly withDeveloped and coordinated a comprehensive reporting system and then liaised regularly with
development teams and relationship managers, resulting in opening lines of communication anddevelopment teams and relationship managers, resulting in opening lines of communication and
minimal confusion.minimal confusion.
 Ability to interact on equal level with all customers, and use damage control when necessary.Ability to interact on equal level with all customers, and use damage control when necessary.
Always take initiative to communicate proactively with customers and essential resources, includingAlways take initiative to communicate proactively with customers and essential resources, including
tracking milestones and required deliverables. Use skilled written communications for negotiations.tracking milestones and required deliverables. Use skilled written communications for negotiations.
 Statement from performance review: “Statement from performance review: “ Darleen is the best all-around up and coming leader inDarleen is the best all-around up and coming leader in
IT with her combination of leadership, employee management and technical skills”IT with her combination of leadership, employee management and technical skills”
EMPOWER: Provide necessary environment & tools, then get out of way!

5. Team BuildingTeam Building
 Selected, hired, trained and coached over 20 technical support associates to create team ofSelected, hired, trained and coached over 20 technical support associates to create team of
excellence.RESULT: Improved customer relationships, smoother transitions & implementationsexcellence.RESULT: Improved customer relationships, smoother transitions & implementations
providing 10 % increase in new revenue and decreased spending by 10% with implementationproviding 10 % increase in new revenue and decreased spending by 10% with implementation
services.services.
 Consistently have gone into a companies after rapid growth and created,implemented andConsistently have gone into a companies after rapid growth and created,implemented and
managed processes and infrastructure to support growth and sustain business integrity - Goldenmanaged processes and infrastructure to support growth and sustain business integrity - Golden
Triangle, Grand River Hospital, Checkfree & MCAPTriangle, Grand River Hospital, Checkfree & MCAP
 Known for creating order out of chaos through team development, intense listening skills andKnown for creating order out of chaos through team development, intense listening skills and
passion for continual improvement and get things done attitudepassion for continual improvement and get things done attitude
 Motivated through several reorganizations of IT and Infrastructure team including architects,Motivated through several reorganizations of IT and Infrastructure team including architects,
engineers, managers, team leaders, server and network administrators, PC/desktop specialists.engineers, managers, team leaders, server and network administrators, PC/desktop specialists.
Included quarterly performance evaluations and performance improvement plans as well asIncluded quarterly performance evaluations and performance improvement plans as well as
integrating with other IT teams through communication and encouragement.integrating with other IT teams through communication and encouragement.

6. STATEMENTS from performance reviewsSTATEMENTS from performance reviews
““ Darleen is available 24 X 7 for any issues that arise both company and personal for the teamDarleen is available 24 X 7 for any issues that arise both company and personal for the team
members”members”
““ Darleen has encouraged small productive teams with her unit, building self-confidence andDarleen has encouraged small productive teams with her unit, building self-confidence and
leadership potential in others. She has worked with other business partners and externalleadership potential in others. She has worked with other business partners and external
vendors to implement improved services”vendors to implement improved services”
““Always encourages team to enjoy themselves at work and home. Is an active participant inAlways encourages team to enjoy themselves at work and home. Is an active participant in
team events and organizes team events. Darleen has a keen sense for when people needteam events and organizes team events. Darleen has a keen sense for when people need
to let out steam and when to push.”to let out steam and when to push.”

7. How I Match RolesHow I Match Roles
Manager Customer Support/ Professional ServicesManager Customer Support/ Professional Services
 Excellent communicator and proven relationship manager of all stakeholders and teamsExcellent communicator and proven relationship manager of all stakeholders and teams
 Chosen liaison between technical teams and non technicalChosen liaison between technical teams and non technical
 Technical background and innate ability to grasp new technologyTechnical background and innate ability to grasp new technology
 Manage teams through setting priorities obtained through partnerships with business inManage teams through setting priorities obtained through partnerships with business in
order to meet corporate goals and ensure alignment with corporate strategyorder to meet corporate goals and ensure alignment with corporate strategy
 Project Manager skills -utilizes project management methodologies and tools to resourceProject Manager skills -utilizes project management methodologies and tools to resource
and manage team’s projects and align to corporate objectives and goals - MS Project,and manage team’s projects and align to corporate objectives and goals - MS Project,
Planview, lists, stop light status reportsPlanview, lists, stop light status reports
 Master of continual improvement of tools, reports, documents, processes & proceduresMaster of continual improvement of tools, reports, documents, processes & procedures
 Ensure to point of overkill that knowledge transfer complete before deployments go liveEnsure to point of overkill that knowledge transfer complete before deployments go live
 Extensive recruitment and employee performance managementExtensive recruitment and employee performance management
 Enforce standards & best practicesEnforce standards & best practices
FUNDAMENTAL BUILDING BLOCKS - TRUST & LOYALTYFUNDAMENTAL BUILDING BLOCKS - TRUST & LOYALTY

8. Problems, Actions & ResultsProblems, Actions & Results
How have I managed to hold people accountable for meetingHow have I managed to hold people accountable for meeting
commitments and and get results in managing projects ?commitments and and get results in managing projects ?
 Examples:Examples: White Hot customers. Faced with loss of in excess of $600,000 maintenance.White Hot customers. Faced with loss of in excess of $600,000 maintenance.
Had to improve relationships by detailing bug/fix requirements over multiple releases.Had to improve relationships by detailing bug/fix requirements over multiple releases.
 Interfaced with multiple development teams at CKFR, to provide detailed customerInterfaced with multiple development teams at CKFR, to provide detailed customer
requirements for these specific White Hot customers.requirements for these specific White Hot customers.
 Interfaced with CKFR senior management to brief on weekly progress, conference calls, fieldInterfaced with CKFR senior management to brief on weekly progress, conference calls, field
trips for face to face customer meetings.trips for face to face customer meetings.
 Pulled stalled project out of crisis and managed with dedicated focus and daily updates,Pulled stalled project out of crisis and managed with dedicated focus and daily updates,
checks and communications to complete on time, within budget and obtain $million dollar feechecks and communications to complete on time, within budget and obtain $million dollar fee
 Techniques:Techniques:
Know the big picture, plan and then plan for the unplanned, enforce decentralizedKnow the big picture, plan and then plan for the unplanned, enforce decentralized
decisions, delegate, empower the experts, be accountable and expect accountability &decisions, delegate, empower the experts, be accountable and expect accountability &
communicate. Align team roles and responsibilities. Use Stop Light Status Reports -communicate. Align team roles and responsibilities. Use Stop Light Status Reports -
quickly identify what needs to be done and who owns & ties the team to missionquickly identify what needs to be done and who owns & ties the team to mission..

9. DeliveryDelivery
How have I ensured effective delivery of projects?How have I ensured effective delivery of projects?
Ensure client expectations are understood and met through development of continualEnsure client expectations are understood and met through development of continual
relationshipsrelationships
 Implemented job shadowing and workflow documentation to demonstrate clients needsImplemented job shadowing and workflow documentation to demonstrate clients needs
Insisted on consistent standard documentation and project lifecycle methodologiesInsisted on consistent standard documentation and project lifecycle methodologies
Articulate communicator who can confidently speak the language of both people and technology,Articulate communicator who can confidently speak the language of both people and technology,
combining technical expertise with exceptional interpersonal skills while interacting with customers,combining technical expertise with exceptional interpersonal skills while interacting with customers,
sales, staff, technical/engineering teams, and all levels of managementsales, staff, technical/engineering teams, and all levels of management
Important to understand challenges faced by team during projects, assist with tools to
address challenges and create improved efficiencies - effective time management,
contingency plans and communication to stay connected throughout

10. CredentialsCredentials
 Extensive knowledge and interest in all software and particular to web due to past
experiences and interests - software junkie and passion for what is new and upcoming
 Project Management
 Relationship Management
 Community Builder – internally & externally
EDUCATION
 Diploma, Registered Medical Laboratory Technologist 1977 – 1980
Mohawk College, Hamilton ON (Dean's Honour Role)
 University courses toward Bachelor of Science (60%) 1982 – 1984
 Self-motivated and self-made business manager with equivalent to Bachelor of Business