SUMMARY:

Proven track record of success as a project manager, applications manager, and business analyst. Proficient at serving as liaison between customers/business leaders and IT managers/programmers in development and support positions. Strong team player with exceptional business, customer service, and leadership skills.

CORE COMPETENCIES INCLUDE:

• Project management
• Business analysis
• Software development and support
• Expert facilitator between business users and IT development resources
• Focus on field/customer service

TECHNICAL SKILLS:

Proficient in Microsoft Office, Microsoft Project 365, Microsoft Visio and Liquid Planner

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

Project Manager

Responsibilities:

• Provide project management support for the implementation of a new customized benefit enrollment software solution for the VBES division.
• Create and monitor project plans associated with the conversion of 50+ clients to the new system from an earlier version.
• UAT project coordinator for testing a highly configured Microsoft Dynamics CRM implementation.

Confidential, Orlando, FL

Project Manager

Responsibilities:

• Provided project management support for the development and implementation of SaaS applications for small to medium size insurance companies to rate, quote, bind and issue of policies. For each implementation, worked with the development team to create project plans and timelines to successfully complete each implementation.
• Managed the enhancement and support process for each customers specific application of the software.
• Functioned as a customer service liaison between insurance carriers and the MIS back office processing staff.
• Managed staff of 3 BA’s that supported applications for multiple insurance carriers and internal customers.
• Designed and implemented a project to integrate insurance customer and policy data into the Microsoft Dynamics CRM for Insurance package.
• Implemented Liquid Planner project management software as a replacement for Microsoft Project using a Scrum/Agile project methodology. Also implemented ZenDesk for help desk support.

Confidential, Orlando, FL

Manager, Project Management and Business Analysis

Responsibilities:

• Provided project management and business analysis support for the development and delivery of IT applications for multiple company departments using both Waterfall and Agile/Scrum methodologies.
• Worked with the company’s business owners to define projects and develop project plans.
• Managed all aspects of application delivery and support processes for the company. This included documenting requirements, developing project plans, managing the plans to implementation and then providing support on operational issues.
• Managed both the software and hardware implementation of a click to chat and email management system for the call center. The application package was from an outside vendor and required working with them for support. This was set up for a staff of 40 agents to provide more effective customer interaction.
• Managed the development of an inbound Internet lead ranking and assignment application for a 600 - agent call center. This included the installation of an outbound Cisco automated dialer platform.
• Managed the development and delivery of a marketing spend analysis system and a transactional email response application.
• Managed the installation of a 3rd party packaged solution for configuring and pricing window and door products for the field sales laptop platform. This package was integrated with a custom sales management application on the laptop.
• Managed a portfolio of projects in support of Home Improvement’s product installation division. The projects included development of a web-based subcontractor scheduling application, creation of an online portal for subcontractors to access/input job information and a mobile application for field usage. An agile project methodology was used.
• Managed staff of 3 PM/BA’s in support of the Home Improvement IT staff.
• While working with the Sears Franchise division, developed the requirements and implementation scope for replacing a homegrown POS system with Microsoft Dynamics CRM/ Field One. This system provides service scheduling, tracking, and funds collection at the end of a service call via a mobile device.

Confidential, Orlando, FL

Project Manager/Business Analyst

Responsibilities:

• Managed several projects related to moving applications off a mainframe system into a client/server environment. One involved replacing a Management system with a new CRM application. Developed all system documentation including requirements, work flow diagrams and use case studies.
• Managed project to gather and document requirements for an email archiving and eDiscovery program. Responsible for producing all project artifacts. Researched possible vendor solutions and pricing.

Confidential, Boca Raton, FL

Project Manager

Responsibilities:

• Project Manager for operations division (Managed Services) of major IBM business partner.
• Responsible for maintaining operations system documentation using Sharepoint.
• Managed projects for the hardware/network installations and application migrations for Champion’s managed service customers.

Confidential, Miami, FL

Project Manager/Business Analyst

Responsibilities:

• Managed the development and implementation of a sales force automation (SFA) project for a drug coated stent manufacturer.
• The application required sales reps to collect product inventory levels that were placed on consignment in hospitals.
• Worked with end users to gather requirements, develop specifications, and then managed the application product build with an outside vendor.
• Developed materials, conducted and provided rollout support.

Confidential, Atlanta, GA

Application Manager/Consultant

Responsibilities:

• Developed and managed a project to implement a wireless field service dispatch delivery platform based on the RIM Blackberry.
• Responsible for gathering requirements, designing application, managing software development and /rollout of application to 1000 field technicians.
• Managed the application development and support for Lanier’s field service division. This included managing a UNIX based field service dispatch application for a 200 person call center. Also managed IT support for the first and second level help desk for external customers and Lanier field engineers. Assisted the call center director in implementing best practices for the call center operation.
• Managed IT support for Lanier’s internal financial and customer service applications including A/R, HR/Payroll, A/P, and G/L. Responsibilities included maintaining current production applications/data and making any required application enhancements. Worked closely with business management to define requirements and design solutions.
• Business/Technical analyst on project to implement new Oracle 11i CRM Field Service Management system for all Confidential US subsidiaries. Assisted with wireless handheld evaluation.