Proven success in achieving valued customer relations through turning around dissatisfied customers and employees into a valued asset for the company. Proficient at communication, project management, building customer relations internally and externally, and human capital growth. Business Partner -

Proactive communication with all stakeholders in numerous simultaneous projects in various stages of their life cycleManagement Excellence -

Turned around dissatisfied customer resulting in 100,000 new seats for client desktopsImproved performance of Customer Service and Sales Teams through coaching, skills development, and role-play Management of programs that are reported effecting over 300 applications to GM(s), CISO and CIO.

Leadership & Management Development – Emergentics trainer and co-creator of 3 courses in personal effectiveness and group and/or peer to peer, mentoring, coaching Organizational Management graduate specializing in Workforce development. Personnel Management and Development Specialist with U.S. Air Force

Change Agent - Facilitated implementation, deployment, migrations, and enhanced performance of new and existing Project Server and Sharepoint ERP to Fortune

500 companiesProcess Manager –

ISO 27000 and IS0 31000 centric with CRISC certificationArcher SME for Risk Treatment and Compliance.Created process for Risk Treatment and moved process into SQL 2008 DB toolset to enhance reporting, scalability and visibility

Employee Advocate/Relations - Community Outreach Coordinator with Microsoft Military CommunityWomen in IT

Key Skills: Strong leader and motivator. Thinking outside the box to create new possibilities, solutions, and resolve issues. Commitment to excellence. Managing global cross-cultural internal teams and vendors to deliver results that exceed expectations. Languages spoken: Spanish, German, Russian (European Resident – Munich, Germany and Madrid, Spain – 16 months)

Dawn A. Kaufman32880 NE 42nd Street, Carnation, WA 98014 425-538-4729 dawn.kaufman@comcast.net

Program Manager - Organizational Management ExpertIT/Risk Management/Customer Relationship Management/ Training & People Development

SELECTED ACCOMPLISHMENTS

Creation and management of the Application Compliance Program for ISRM. Maintain over 300 applications on an annual basis. Monitor their progress against their milestones and oversee the creation of all Risk Acknowledgements and Remediation treatment plans for Microsoft. Report on a monthly basis to GM(s), CISO and the CIO scorecards on the overall health of the application portfolios with Business Units.

Initiation and successful completion of Security policies such as the Extended Protection Program. –Communications, escalations and testing of the implementation of Extended Protection to over 160 applications in 12 month timeframe.

ISO 27000 and ISO 31000 Risk Professional with CRISC certification – Perform OERM Risk assessment and management for applications, infrastructure, policy and SOX and regulatory items on a daily basis.

We Still Serve Program – Creation and development of various media formats to drive adoption and change the image branding of Microsoft in the military community to enhance and encourage recruitment of valuable military member to Microsoft corporation.

Site creation – http://www.westillserve.com, in conjunction with Jobs2Web. We Still Serve Calendar for 2011. – Highlighted 12 Microsoftees and their previous military experience and what it brings to Microsoft.

Emergenetics – Training and development of all the following curriculum for facilitation to clients. Foundation Class – Meeting of the Minds – trained over 600 clients in 2011. The Power of the Emergenetics Team – Co-created - delivery in FY12. Communication Using Emergentics – Co-created – delivery in FY12 and beyond.

Proactive communication with all stakeholders in numerous simultaneous projects in various stages of their life cycle. Due to the complex nature of software implementations, proactive communication to many different levels was a necessity. Daily / weekly conference calls with CIO, IT departments, PMO offices, and Enterprise Management including Development and management from Microsoft was common. Presentations of update status and progress and next steps to ensure timely resolution was imperative.

Managed a cross-functional team to organize and deliver a complex learning event resulting in increased personal effectiveness. Tasked to organize a learning events that would meet the needs for a diverse audience. Managed cross-functional teams to organize the objectives, create the agenda, and measure deliverables throughout the event. Feedback from participants indicated that the event was well-organized and provided the results that met all requirements and exceeded expectations.

Facilitated implementation, deployment, migrations, and enhanced performance of new and existing Project Server and Sharepoint ERP to Fortune 500 companies. After assessing the organization’s business needs, we were able to establish a SOW (Scope of work) that needed to be completed. Depending on those needs, we prioritized, delegated and coordinated functional responsibilities to meet our goals and objectives. These companies included; Alcoa, Disney, Ball Corporation, Wachovia Bank, USAF, US Army, WAMU, Checkfree, OLG (Ontario Lottery Gaming), Safeway, Enterprise Rent-A-Car, Southwest Air, University of Michigan and many others.

Turned around dissatisfied customer resulting in 100,000 new seats for client desktops. Consulted with customer’s IT department to re-design current implementation of Project Server 2003, which enabled a full-scale successful deployment inclusive of current users and scalable to 100,000 additional desktops.

Improved performance of Customer Service and Sales Teams through coaching, skills development, and role-playing. Managed a cross-functional

team to analyze and re-design existing training documentation using a variety of learning methodologies. Increased performance of internal employees and vendors to increase retention of individuals on the team and create exponential growth in customer satisfaction.

Primary point of contact and Technical Support for all LATAM Project Server implementations. While at Microsoft, increased efficiency by being able to resolve technical issues without the need for a translator because of my fluency in Spanish and work in a multicultural environment.

EDUCATION, AWARDS AND CERTIFICATIONS

University: Bachelor of Arts - Organization Mgmt - Ashford University (2011) GPA 3.9Certifications: CRISC – IT and Risk Management - ISACA.org (2011)

Emergenetics Trainer (2010)CompTIA Project+™ Certification (Jun 2008) MCSE/MCSA, Windows 2000 (Jul 2003)

Awards: Honor Roll /Dean’s List(FY 10 and FY 11) Ashford University FY11 - IT Pro - CollaborationFY10 - IT Pro - People ManagementFY88 - NCO of the Quarter - Chanute AFB ILFY87 – Airman of the Quarter – Chanute AFB IL

Societies: U.S. Veteran's Honor Society (2011)Cambridge Who's Who (2011)

CAREER HISTORY

Microsoft Corporation - July 2008 – PresentProgram Manager / Security Account Manager, Risk Reduction Manager, Compliance Manager

Volt Technical Service at Microsoft – Apr 2008 – July 2008Program Manager for Dynamics Business Solutions (Sharepoint SME)

Microsoft Corporation. 2000 – 2007. Project Server Technical Specialist (Fortune 100 - 500 client base)

Frontpage Technical Specialist (Fortune 500 client base)Software Spectrum. 1998 – 2000.

Trainer - Trained customer support for Microsoft of 400+ personnel. Team Lead – Supervised 40 employees team.

Spokane Falls Community College. 1996 – 1998. Network specialist and trainer for Community College staff of 75 college professors. Bon Marche. 1994 – 1996.

Director of the Central Answering Service. In charge of hiring, training and management of 30 person staff and IT lead. Express Personnel Services. 1992 – 1994.

Principle Program Manager of Vendor Management. Staff was comprised of 80 -150 vendor staff. Digital Systems Inc. (Voicelink Data Systems). 1990 – 1992.

Principle Sales and Training Manager. In charge of hiring, training and management of 92 person staff . Careers USA. 1989 – 1990.

Outside Sales Manager. US Air Force. 1984 – 1988.

Student Assignments Program Manager /Reclassification and Training Program Manager /Russian Cryptolinguist.Koch Asphalt Company. 1979 – 1982.

Program, Personnel and Logistics Manager for 135 employee. Created daily routing and management plans for delivery throughout the tri-states MN, WI, ILFurniture Center. 1976 – 1982.

Vice President Sales & Marketing. Grew furniture store from 17,000 sq. ft business to a 210,000 sq. ft business with gross revenues of $1.2 Million