19820 N. 13th Ave, Unit 262
Phoenix, AZ 85027
Rationalize complex processes to identify improvement opportunities§
Effective Communication Skills
Improve processes using Six Sigma tools
Manage projects to successful completion
Motivate and engage teams
Lean Six Sigma Green Belt
Project Management Professional Training
ITIL Foundations Certification
Scrum Master Certification
Certified Product Owner
Western International University (2011)
Advanced Software Skills Microsoft Excel
Minitab Statistical Software
JERRY D. HALL
Jerry has experience in business operations, training, and facilitation. He has the knowledge and tools to create, improve, and support vital business processes. He has gained practical industry knowledge in the insurance, and travel industries.
California State Auto Association (CSAA) (November 2002 – Present)Glendale, ArizonaCSAA is one of the members of the AAA federation. It is a member owned organization that provides roadside service, travel services and insurance. Roles and responsibilities include:
IT Consultant II – Certification Services· As process specialist: create and maintain process documents, determined departmental metrics based on Voice of the Customer (VOC) and created a monthly dashboard to determine process improvement opportunities. Implemented several process improvements.· As process executor: conduct project review boards to ensure projects run by the project management office meet the quality requirements of the organization during design and prior to implementation.· Developed and implemented a new process for project managers to use when engaging 5 departmental sub-processes. · Effective Facilitator· Skilled in conflict resolution, performance evaluation, facilitating diverse learning, and building productive relationships with clients and staff.
IT Service Desk – Supervisor· Responsible for managing the day-to-day operations for AAA insurance Technical Support for close to 9000 employees in multiple locations.· Create process and procedures cross functionally within the organization.· Work closely with the network team to ensure proper desktop connectivity with network s and stay abreast of network changes as they affect the desktop.· Ensure that all phases of help desk support are properly coordinated, monitored, logged, tracked and resolved in an effective and efficient manner.· Responsible for assigning appropriate personnel to various end user support tasks and trouble calls.
Diversity and Inclusion Council - Leader· Responsible for creating council working agreements and Operating guidelines· Manage the Council annual budget· Thought leader for “Inclusion” activities for the Glendale office· Assist in organizing speakers for heritage and cultural events.· Liaison with Human Resources Department
Release Manager – Agile and Non Standard Implementations· Manage monthly releases into the Enterprise· Create yearly Release Window Calendar for organization· Coordinate Monthly Implementation meetings· Facilitate Monthly Implementation meetings· Coordinate impact analyst sessions