TECHNICAL SKILLS

• Jira/Confluence, agile development, waterfall development using Microsoft Project
• SAFe and DevOps methodologies, Support management using Service Now Request - IT and Jira Help Desk
• Visio, Word, Excel, Powerpoint, Windows, RPG, CL, DDS, SQL, XML, Xpath, System 34, 36 and 38, AS/400, Unix, Linix

PROFESSIONAL EXPERIENCE

Confidential

IT Project Manager

Responsibilities:

• Started each day with a stand-up meeting with stakeholders, some located in England, France, and Germany.
• Review daily workload and prioritize incoming tickets. All support tasks and changes managed by ARMS Support Team.
• Provide monthly reporting of support cost and on-going projects summaries weekly to stakeholders.
• Track payroll and annual project salaries.
• Responsible for Managing the Automated Rental Management System (ARMS) production support area and staff.
• Manage incoming support tickets for US, UK, Germany, France, and Spain for the ARMS systems using the Service Now Request-IT ticket management tool.
• Spent 8 months with the integration team for ARMS as a personnel manager, being exposed to the integration process between Insurance companies and Enterprise.
• Created interfaces either directly to exposed services, internal ARMS application or by making changes to Guidewire to support customer fields.
• Assessed and implemented a new support workflow process.
• Isolated engineering team from the ticket enrichment process by inserting a level 1 support staff.
• Hired senior support specialist with technical skills to staff a Level 1 area for "first touch" of incoming incidents, resolving simple ticket requests.
• Managed ticket and escalation of all engineering team workarounds/bug fix solutions.
• Expanded the teams use of Service Now (Request-IT) to use configuration items to identify application/applications functions.
• Implemented use of timecards within (Request-IT) tickets to track and report support costs down to the ticket level all the way up to application level.
• Created reports for the development teams to show hours, costs, and ticket counts to identify overall product health.
• Management of all support issues 24/7 and coordination of support outages.

Production Support Process Manager

Confidential

Responsibilities:

• First agile expert to deploy “Service Desk” withing Jira for the Scorecard team.
• Responsible for setting up support for a new product using Jira and Confluence.
• Ran daily stand up meetings.
• Managed scrum masters.
• Utilized JIRA to track project work.
• Collaborated between two remote teams, one located in Madison WI and the other in St. Louis.
• Worked on an Agile development team for the application in St. Louis.
• Worked with the Madison team on support personnel for the application.
• Contributed to the development of the Data Management interface, utilizing Engineering skills to use XML and Schema in order to test inbound data using SoupUI.
• Assisted the team with bringing Support on-line after application was complete.
• Data groups used Mitchel and Cyncast Data.

IT Project Manager

Confidential

Responsibilities:

• Managed multiple projects from inception to completion during time on this team.
• Met with stakeholders on a weekly basis, traveling to different offices and updating on project status, timelines, and deliverables.
• Used ServiceNow and Clearquest to track projects.
• Created project budget by facilitating communication between developers, lead engineers, hardware team, architects, etc., to provide cost estimations for stakeholder approval.
• Solicit weekly estimates from developers to mitigate risk and/or modify workflow to accommodate changing processes and methodologies.
• Reported weekly and monthly project status to upper management and stakeholders.
• Organize and Schedule weekly status meetings to summarize and review ongoing projects for stakeholders.
• Managed the design and implementation of the Recall Management System and several upgrades to the RPM applications, written in Java, hosted on Unix servers running on WebLogic.
• Managed the design and on-going upgrades to the recall management.
• Managed the mobile handheld Vehicle Inventory System upgrades for Vehicle Remarketing utilizing remote cloud MSI layer and remote distribution of code upgrades.
• Used a blend of Agile and Waterfall for projects.
• Facilitated communication between all teams and stakeholders involved in projects to manage budgets and negotiated timelines.
• Tracked project budget burn rate.
• Worked on the project to integrate the National and Alamo database into the Enterprise database.
• Created and manage the project plans for integration and met with the necessary teams and stakeholders.
• Produced budget bubble diagrams for budgeting and measured cost using Microsoft Project Gantt charts. using Waterfall and ran Waterfall teams.
• Co-Managed the ServicePRO application, a replacement of an existing Tune-Up application that came with the purchase of another company.
• Responsibilities included meeting with business to gather requirements and management of the project through to implementation.
• Took over management of all Production Support duties for the Confidential which included North America, UK, German, Spain and France.
• Utilized close relationships with the business to successfully transition into management of Production Support.