SUMMARY:

• Results - oriented, reliable professional with an extensive project management and business management background.
• Solid foundation in process improvement
• Project Management for software solution implementations:
• Accounting software (ACCPAC, Great Plains, Oracle Financials, ADP, SAP);
• Utility CIS software implementations
• Hardware (physical moves, redundant-site deployments, disaster recovery plans, upgrades)
• IVR and POS Interfaces
• Loan Origination banking software (SAIL)
• Tax Software Integration (Bill Soft)
• Print & Mail and SAAS implementations
• Salesforce.com
• SharePoint
• Technical writing, training documentation, and software release notes
• Provide formal and informal training on software solutions and technology
• Work with clients to obtain product feedback for future enhancements
• Gather and document business and technical requirements
• Utilize SQL and Excel for reporting and trend analysis
• Reporting tools: Crystal, Business Objects, Cognos
• Sales Support with RFP/RFI responses, including client presentations
• Experience (intermediate-level) with MS Office Suite, including Project and Visio
• Executive level status reporting and presentations
• Exceptional problem analysis and resolution abilities
• Excellent communication and team-building skills
• Passionate about helping others achieve success
• Strong sense of ownership and urgency; dependable and responsible
• Client and account management

EXPERIENCE:

Sr. Implementation Project Manager

Confidential, Sioux Falls, South Dakota

Responsibilities:

• Manage software implementations for utility and telecom clients

Project Manager

Confidential, Bend, Oregon

Responsibilities:

• Manage billing system implementations for utility companies
• Ensure project milestones are met on time and on budget
• Identify and manage critical path issues and action items, escalating when appropriate
• Create and maintain project plans, change control, risk management and project status communications with all stakeholders, including executive level management
• Manage client relationships and expectations
• Manage team of business analysts, developers (including off-shore resources), and QA personnel responsible for system implementations
• Review final requirements with team and ensure deliverables are met
• Provide reporting and analysis on project status
• Work with team on project deliverables; system configuration, custom development, QA, training, data conversion, web self-care and IVR systems.
• Recommend business process improvements for PMO delivery organization

Sr. Implementation Project Manager

Confidential, Sioux Falls, South Dakota

Responsibilities:

• Manage software implementations for utility and telecom clients
• Ensure project milestones are met on time and on budget
• Identify and manage critical path issues and action items, escalating when appropriate
• Manage cross-functional project teams, including remote and off-shore resources
• Create and maintain project plans, change control, risk management and project status communications with all stakeholders, including executive level management
• Work with client to identify business requirements for BSS/OSS systems delivery:
• Customer account management and service order entry
• Billing and Collections
• Automated provisioning of voice, video and data
• Inventory/Plant Management
• Field Service
• Trouble Management
• Web Self-service
• Integration for cell phone activations (AT&T)
• Lead system integration and software testing phases (both internal and client)
• Manage client relationships and expectations
• Train and mentor other project managers/coordinators
• Identify and recommend process improvements for PMO Implementations delivery

Account Manager

Confidential, Austin, Texas

Responsibilities:

• Responsible for customer relationships including sales to existing accounts
• Provide system training and post-implementation software support onsite for clients
• Write business requirements, software release notes, training and process documentation

Director, Professional Services

Confidential, San Antonio, Texas

Responsibilities:

• Manage team of project managers, developers, and QA personnel responsible for system implementations and existing customer development projects
• Personnel management, including hiring/firing, conflict management, employee development, team building, and performance reviews
• Oversee development projects and software implementations according to SDLC guidelines
• Provide high-level estimates for RFPs
• Create and deliver presentations for quarterly visits with high profile clients
• Develop departmental budgets and manage operations within guidelines

Manager, Professional Services

Confidential, San Antonio, Texas

Responsibilities:

• Manage implementation projects for new and existing sales
• Create proposals and presentations for new sales opportunities
• Lead team for CRM software selection and implementation

Director, Fraud Control

Confidential, Carrollton, Texas

Responsibilities:

• Train new billing department personnel
• Reduced bad debt by 30% in the first year of program implementation.
• Use SQL queries to analyze data trends for further analysis
• Create daily dashboard reporting for executive management
• Personnel management, including hiring/firing, conflict management, employee development, team building, and performance reviews.
• Develop departmental budgets and manage operations within guidelines
• Project manager for web-based fraud control software installations
• Work with IT to integrate IVR with Collections
• Manage 3rd party vendor relationships
• Assisted in the creation of the Corporate Disaster Recovery Plan

Consultant

Confidential, Carrollton, Texas

Responsibilities:

• Perform internal audit of billing operations, making recommendations resulting in savings of over $1M per year
• Analyze departmental procedures to implement logical control points for auditing and balancing of revenues within the billing system
• Develop and document business processes and procedures
• Manage the Billing department
• Manage project to implement system enhancements and audit controls.

Director, Implementation Services

Confidential, Austin, Texas

Responsibilities:

• Manage Implementations, QA, Training, and Billing Operations departments
• Develop requirements for billing system; lead team for vendor selection of billing and provisioning software
• Project manager for billing system implementation involving integration with multiple 3rd party software solutions
• Utilize SQL and Business Objects to develop reporting and analyze trends
• Multi-million dollar project delivered under budget and ahead of schedule
• Develop and document departmental processes and procedures for start-up
• Personnel management, including hiring/firing, conflict management, employee development, team building, and performance reviews.

Project Manager

Confidential, Northridge, California

Responsibilities:

• Project Manager for implementations of telecom billing systems
• Manage project team including off-shore resources and 3rd party vendors
• Create detail design requirements, including relational database design
• Document test case scenarios
• Lead testing efforts for system integration and user acceptance
• Delivered project under budget and on schedule

General Manager

Confidential, Austin, Texas

Responsibilities:

• Responsible for the day-to-day operations, financial management, customer relations, and software development of a billing services provider
• Personnel management, including hiring/firing, conflict management, employee development, team building, and performance reviews.
• Company was sold to OAN; managed shut down and transition of operations to Confidential

Director of Billing Services

Confidential, Austin, Texas

Responsibilities:

• Managed departments responsible for finance, billing services, client relations, facilities, and human resources.
• Manage billing department and system configuration
• Produce monthly financials and cash management for day-to-day operations
• Contract management:
• Negotiate contractual agreements with telephone companies and vendors
• Ensure contract and regulatory compliance for all agreements
• Personnel management, including hiring/firing, conflict management, employee development, team building, and performance reviews.
• Develop annual budgets and manage operations within guidelines