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Work experience

Manufacturing - Various Positions

Systems Engineer

Primary technical focal point of the IBM marketing and support team for a large customer. Primary responsibility was in support of the client's production systems located throughout the US.

  • Marketed, sold, and supported IBM products and services. Developed valuable professional rapport with the client's management team and set standards for service delivery, customer satisfaction, and customer relations.

Customer Satisfaction – IBM CHQ Special Assignment

Developed and implemented a national customer satisfaction improvement program (Customer Advocate Program). Created the process, necessary tools, and training materials to enable hardware repair technicians to serve as focal points and intermediaries for satisfaction issues with customers.

  • Managed the design, development, deployment, and day-to-day operations of the Customer Advocate Program, resulting in an increased Customer Satisfaction Quotient by 15%.
  • Developed and delivered training materials and procedures to staff.
  • Recipient of the IBM National Customer Champion Award.

Availability Manager

Provided an interface for IBM Availability Services activity within a customer enterprise, using tools and techniques to prevent and/or resolve complex problems, and monitor and improve customer satisfaction with products, services, and support. Consulted with client staff, users, and management to determine availability requirements for the enterprises’ I/T systems and modifications.

  • Using availability techniques and processes, was able to improve customer I/T availability by 10%.
  • Developed valuable professional rapport with clients and set standards for software service delivery, customer satisfaction, and customer relations, improving overall customer satisfaction.
2008Present

Adjunct Instructor

Adjunct (part-time) instructor in the College of Business, for both undergraduate and graduate courses. Courses taught include: ASB210 HR Management I, MGT445 HR Management II, and MGT532 HR Management III; MGT435 Organizational Behavior; and ASB260 Managing Cultural Diversity.

20042009

Human Resources Partner

Directed HR strategies for multiple locations and provided consultation for management activities and programs. Developed and deployed standard and specific HR programs to support corporate goals and create effective operating conditions. Programs include employee relationship management, compensation planning and deployment, staffing strategies, succession planning and performance management. Recognized by leadership and peers as a “smart, industrious, tenacious, and decisive leader and visionary.”

  • Strategically partnered with senior management, providing Human Resources management as a value-add, not a resource drain.

  • Collaborated with and advised leadership team on all aspects of Human Resources in support of business objectives.

  • Led talent development, executive resource identification, and succession planning programs, to ensure quality bench strength.

  • Coached, mentored, and collaborated with the management team in employee performance management, development, and managed attrition.

  • Ensured employee appraisal and compensation equity across the organization.

  • Executed and deployed facilitated workshops, enhancing communication, problem solving, and team cohesion.

20072009

Diversity Program Manager

Directed and implemented strategic corporate Diversity and Inclusion initiatives for 19,000 employees in 3 sites, and field offices in 13 states. Provided leadership, guidance, and support to Diversity Councils and Diversity Network Groups in the execution of diversity and inclusion initiatives and strategy. Managed and provided Diversity metrics. Provided consultation and served as a catalyst to influence the delivery and execution of corporate diversity and inclusion programs. Demonstrated ability to quickly assess situations, rapidly craft solutions, build teams, and organize actions, to solve diversity situations.

  • To engage the majority population in diversity and inclusion understanding and awareness, developed and executed a new Diversity Module based on the Diversity of Mental Processes.
  • Partnered with the Mayo Clinic and facilitated connection between theirs and IBM’s diversity affinity groups.
  • Provided consultation to peer Diversity Program Managers on religious accommodation.
  • Created “Winter Holiday” display to be inclusive of multiple cultures and traditions.
20032004

Manager, Program Management Office

Managed a Program Office staffed with a team of project assistants who administered the deployment and installation of IBM Distributed Systems in support and fulfillment of several contracts.

  • Developed valuable professional rapport with project teams and set standards for service delivery, customer satisfaction, and customer relations, improving overall project team satisfaction.
19982002

Software Support Professional Development / Early Career Manager

IBM Global Services

Built, led, and managed a team of I/T Professionals in a 13 state region. Responsible for Software Warranty, Software Maintenance, and Locally Delivered Support. In addition managed and supervised a team of 20 new hires in a highly matrixed 15 state region. Primary responsibilities were to provide focused guidance, direction, teaming tools and techniques, and mentoring, assisting the new employees to successfully integrate in the Company.

  • Utilized assets and resources available, maximizing employee productivity and performance to achieve corporate and business unit goals and objectives.
  • Hired, trained, and managed a staff I/T Professionals, which became a high performance work team.
  • Developed and delivered Diversity training sessions promoting a culture of acceptance and increasing awareness.

Education

Aug 2009Aug 2009

Diversity Management Certificate

20042005

Master of Science

Cardinal Stritch University
19962000

Bachelor of Science

Cardinal Stritch University
Graduated Magnum Cum Laude

Skills

American Sign Language
Facilitation
Teambuilding
Human Resources
Diversity & Inclusion / Cultural Initiatives
Management

References

Joseph Ford

“George West III was my direct manager (Early Career Manager) at IBM Global Services from 2001 until 2003. George introduced me to key players in the Minneapolis IT community, instructed me on ways to find contracts during a very difficult economy and provided excellent guidance on professional development and career mentoring. I enjoyed working with George, hope I can work with him again in the future and highly recommend George for any management position.” February 28, 2009

Elaine Case

“I've worked with Georg over the last few years, most closely when he led the Diversity initiatives at IBM Rochester. Georg did an excellent job particularly in bringing creativity to the job and our constituent groups. He formed the core of a large virtual team of leaders and participants across the site very effectively.” February 21, 2009

Thembani Togwe

“I have had the pleasure of working with George for about 3 years at the IBM Rochester, Minnesota facility. My first encounter with George was when he was the HR Partner for my division and I was a Manufacturing Operations Manager. In that capacity George ably provided HR support to me and my peer managers. He successfully provided me support with a specific separation which was being contested by the former employee. In another instance, due his familiarity with the American Sign Language and the issues around Deaf Culture, George was also able to provide specific support with regards to a special needs employee I had. In my role as the Diversity Council Vice Chair, I have also worked with George in his role as the Diversity Program Manager and have found him an enthusiastic champion for diversity as well as tremendous resource on all the pertinent issues for each of the diversity constituencies. I recommend George without reservation in the above mentioned competencies.” March 1, 2009

Vera Chota

“George is a dedicated HR and Diversity Professional whose expertise is sought after and respected by his colleagues. He is passionate about workforce diversity and his passion has helped him to be creative in getting the diversity message to the sites that George has supported. He also has good project management skills that enable him to manage multiple projects. George is a team player who generously gives his time to properly advise and assist clients as well as colleagues.” July 19, 2009

Certifications

SPHR

HR Certification Institute

Process Quality Management

IBM

Accelerate Change Together

IBM

DiSC Behavioral Profile

Inscape Publishing

Myers-Briggs Type Indicator

Consulting Psychologists Press

Organizations and Affiliations

Summary

An accomplished Human Resources and Diversity & Inclusion Professional with demonstrated ability to develop and lead diverse teams of professionals to new levels of success in a fast-paced global environment. Strong management and business qualifications with a substantial track record of hands-on experience in strategic planning, corporate and business unit diversity strategy and implementation, employee relationship management, and HR program and policy management. Proven ability to successfully analyze an organization's business requirements, identify deficiencies and potential opportunities, and develop innovative human resource solutions for enhancing productivity, increasing revenues, and diversity and cultural awareness.

Objective

A position in the Human Resources Management or Diversity & Inclusion field which will require the application of my business experience and education to assist the company in the accomplishment of its goals, and where proven people-oriented skills can be utilized to develop and promote a positive and truly inclusive work environment.

Awards and Recognition

  • Diversity & Inclusion Manager Award, IBM
  • GLBT Employee Leadership Conferences, IBM
  • Customer Champion Award, IBM
  • Technical Excellence Award, IBM
  • Professional Technical Leadership Exchange, IBM
  • Employee Leadership Symposium, IBM
  • Eagle Scout, Boy Scouts of America
  • Vigil Honor - Order of the Arrow, BSA