SUMMARY

• Experienced Program/Project management professional.
• Highly effective change agent, with a 20 year track record of successfully executing a wide variety of strategic and tactical full life cycle projects at the enterprise level using agile and waterfall methodologies.
• An excellent communicator and collaborator who creates strong partnerships and engagement with diverse stakeholder groups.
• Highly effective at securing win - win outcomes.
• A team builder who has led the development of an organizations overall project management and PMO capabilities.
• Experienced in identifying and establishing project resource requirements to accomplish given projects.
• Responsible for the development and distribution of communications plans/tactics, status reports and the development of project dashboards to update stakeholders on progress.
• I’ve tracked project milestones, timelines and project spend/budget and performed analysis of project critical path, performed project risk analysis and develop RACI analysis for projects.
• Experienced with Confidential applications including MS Project, Word, Excel, Access, PowerPoint, SharePoint and Outlook. Knowledge of Clarity, Confidential, Workfront and SalesForce.

PROFESSIONAL EXPERIENCE

Confidential

Project Manager

Responsibilities:

• Ensured all project milestones/tasks were completed (project initiation, planning, execution, monitoring and controlling and closure) for assigned projects helping Hospitals and Practices to be able to attest for MU (Meaningful Use).
• Implemented the FMH (FollowMyHealth) Confidential Portal on PRO, TW (TouchWorks) and SCM (Sunrise Clinical Manager) EHR (Electronic/ (Digital) Health Record systems) systems. Built & maintained key relationships with internal/external partners.
• Key liaison between Clients and IC’s (Implementation Consultants).
• Ensured plans were sound with respect to scheduling, customer needs and met company standards.
• Manages tight deadlines without sacrificing quality or quantity.
• Successfully implemented “cloud” environment projects, interfacing client systems with Confidential Portal environments.
• Liaise with other departments (Development/QA, etc.) ensuring internal client/stakeholders are apprised of progress and responsible for the identification and escalation critical issues in a timely fashion.
• For each project - understood the client’s unique business or technological drivers and the hand-offs needed between the development, systems, quality assurance and product teams, to deliver on the client’s needs.
• Partnered with both the product and development teams to define tasks, building out suggested enhancements. Validated and track progress against the program targets and organizational goals. Managed project costs and revenues.
• Kept team apprised via program status reports, meetings and discussions of projects to be completed, and work not completed.
• Alert stakeholders to potential scheduling risks, anticipates slippage and take pre-emptive action.
• Identify, suggest and implement improvements to processes. Provided business process standardization suggestions - Standardized SharePoint project documentation/repository to hold all critical project documents/artifacts.
• Managed a virtual teams, communicating with all team members to ensure they understand their responsibilities and deliverables.
• Worked with Confidential Project, SharePoint, Salesforce, Confidential, Clarity and other Confidential Office applications.

Confidential

Business Operations Project Manager

Responsibilities:

• Responsible for ensuring compliance and regulatory mandates were followed for Confidential projects.
• Provided audits of the Project Management of Projects for the PMO organization. Ensured all projects had ALL appropriate project artifacts required for the successful management of full life cycle Operational/Technical projects.
• Managed projects through the SDLC process with focus on Development and Testing software projects.
• Oversaw the full lifecycle implementation of 9 large work-streams (Client Services, Client Service Center, Utilization Management, Correspondence Provider Operations) for Confidential of North Carolina Implementation - project size = 2.2M. In total, there were 23 “Core” Sr. Managers assigned to this project as SME’s.
• Managed Cigna Quarter Utilization Management Data Reporting project ($1M project).
• Project Managed the Network Access Model (NAM) project (3 M+ per phase - 3 phases) from the Analysis Phase (the project was underway) through Construction and Implementation.
• Provided PM oversight to the CCX Client Services teams, “onboarding external client projects” onto the organization.
• Responsible for the approval of BRD’s, FSD’s, CR’s and conducting phase gate reviews from project inception to completion.
• Developed communications plans ensuring business departments were informed about how they would be impacted with projects.
• Communicated program/project status to Executive Leadership and actively engaged business stakeholders through the project lifecycle ensuring projects were tracking to expected deliverables. Ensured project met compliance standards.
• Defined and created project plans with various Phase Gates and key milestones for prioritization and implementation.
• Managed all phases of the project lifecycle from Initiation/Chartering to Evaluation/Close Out.
• Created and managed project Risk/Issue logs and resolved/mitigated risks as they arose for assigned projects.
• Ensured project metrics were on track and all projects were managed to success from a time, cost, quality and scope parameters.
• Monitored BT (Business Technology) resource project time “charged” in the Workfront/AtTask system.
• For the PMO - Audited projects ensuring all needed artifacts were completed completely and correctly for all projects/phases.

Confidential

RCFO Project Manager

Responsibilities:

• Responsible for ensuring compliance and regulatory mandates were followed for Confidential projects.
• SPOC for projects solved complex problems and developed innovative solutions. Performed complex conceptual analysis.
• Managed Programs/Projects (and Project Teams) from initiation to close out simultaneously for the FHIC, PreAccess and Confidential Financial Services teams. Lead the development of program/project scope statements, in consultation with applicable stakeholders (e.g., program/project charter, Statement of Work, Business Vision Documents). Interfaced with Project Sponsors and key project resources to identify the skills, duration and effort required for successful project execution.
• Integrated CRM and billing systems to ensure FH Confidential were billed correctly for their activities at Confidential .
• Implemented coding improvement systems and for the Confidential PreAccess Division.
• Interface with Executive Project Sponsors and Project Teams ranging from 5 to 30 participants. Mentored junior PM’s.
• Forecasted project resource requirements. Gathered and reported business requirements/statistics/status for project reporting.
• Established quality objectives, criteria, standards and metrics, key performance indicators and scope definition.
• Worked with IT groups and users to ensure project scope objectives were met.
• Developed, communicated and implemented program/project risk/issue management plans and strategies (e.g., mitigation, avoidance, transfer, and acceptance). Oversaw the remediation efforts based on Medicare and Medicaid audit results for the PreAccess portion of the RCFO.
• Managed the office relocation/project for FHIC Operations Group (move from Altamonte to Maitland).

Confidential

Professional Services IT/Operations Project Manager

Responsibilities:

• Managed cross-functional teams (BA, QA, Development, Reporting and Operational resources) responsible for delivering defined project outputs on time, within budget, and with quality results. Defined current and future state of projects/processes.
• Created a Project Charters, Project Schedules (WBS), outline project scope(s), goals, high-level deliverables, and required resources.
• From a technology standpoint - forecasted, planned and implemented IT requirements for end user Confidential customers.
• Managed CRM Software/hardware Implementations and ongoing production support/deployments of strategic call center health care programs for leading industry clients. SPOC for technical and operational project tasks.
• Lead the organization/planning, design, build, implementation and deployment/monitoring of software solution programs accommodating unique health care client business needs with specific defined requirements (SDLC processes in an Agile environment). Coordinate QA and UAT testing activities; monitor issues and assist with resolutions.
• Managed off-shore Project Resources.
• Managed projects with Confidential regulatory requirements reporting to the Director of Program Management.
• Responsible for capacity/resource planning, budget tracking, project reporting, issue/risk resolution/mitigation, assessing SLA’s, and execution of compliance and contingency planning for projects.
• Adapted existing methods and procedures to create alternative solutions to moderate/complex challenges.
• Managed project financials (margin, budget, and forecast) resource utilization and project scope. Utilized JIRA IT ticketing system.
• Built strong relationships between project team members, clients and stakeholders. Managed enterprise projects, identified key resources and provided direction required to meet program objectives.
• Owned the project plan (WBS)/, issue tracking (via RAID logs), Executive status meetings and status program report creation for assigned programs. Responsible for documenting Best Practices and Lessons Learned for all new Implementations. Responsible for project task completion of all Project team members. Lead teams through stage/gate project process.
• Provided guidance to project team on overcoming obstacles to complete project tasks. Logged/managed/mitigated issues and risks for projects.
• Responsible for providing overall support and guidance regarding customer trends and opportunities to ensure quality products/features were delivered to meet client needs. Implemented business process strategies ensuring customer retention.

Confidential

Project Manager

Responsibilities:

• Project managed many work streams in the data center relocation program to Atlanta. Managed project milestones and gates.
• Responsible for managing change/enhancement requests and ensuring consistency across Home Depot projects.
• Experience with large system implementations and documentation requirements (preparation of charters, change requests, business requirements, project plans, conducted gap analysis, mitigated risks, negotiated SLA’s, etc).
• Coordinated of User Acceptance Testing (UAT), compiled executive status reporting, facilitated weekly project update calls.
• Provided a great deal of organization and the ability to track multiple efforts at once.
• Responsible for the overall Program Management of moving the various infrastructure and applications from Austin to Atlanta.
• Ensured project resources were assigned to appropriate tasks and skillsets were the best match for project task roles.
• Forecasted and tracked project expenses (Fixed Labor, FTE labor and Hard Cap) for assigned projects.
• Created and managed/facilitated complex work plans (WBS) related to EDW relocation for ALL workstreams.
• Detailed project plans reached across functional teams within the organization.
• Ensured project timelines were achieved and project risks were mitigated. Managed critical path for projects and controlled scope creep.
• Established BPI (Business Process Improvement) initiatives for Program/projects and educated other PM’s on how to effectively cut costs and time from projects. Managed KPI’s for assigned projects. Facilitated IT project teams ranging from 12 participants to over 65 individuals.
• Managed both onshore and offshore teams of Developers and QA Analysts in an effort to ensure project tasks were accomplished on time and on budget. Managed the RFC process for changes needed in systems for relocations.

Atlanta Ga

Responsibilities:

• Merged 4 companies onto the Salesforce.com E-Commerce system. Collaborated with leaders and executive managers to define phased goals for enterprise projects. Managed matrix project teams.
• Developed and managed project from planning and budgeting through to launch and maintenance according to project plan. Key metrics included the project management triad (Scope/Quality, Cost, and Schedule).
• Managed third party vendor (Neunet Consultants) with multiple SDLC system/software integrations, legacy system conversions and release management for large weather centered organizations.
• Identified, communicated and mitigated risks between different business units being brought on to new IT applications supporting the merged organization/company. Controlled project cost, scope and timeframes.
• Used RCA (root cause analysis) to generate solutions and appropriate alternatives if/when issues arose.
• Provided weekly project status reports/project dashboards to leadership and stakeholders.
• Secured resources for projects assigned, managed resources and maintained detailed WBS/Project Plans, Issue and Risk logs, Action Item lists and Requirements Documents for projects assigned.
• Collaborated in matrix environments. Used SDLC to manage projects.
• Worked in an agile environment.
• Defined work stream deliverables, mapped current state/future state and assisted BA’s in developing BRD’s.
• Recommended solutions based on business needs. Assisted with providing best practices for the PMO based on previous positions that included PMO set up and interaction. Provided various re-usable PMO project documents.
• Managed various projects scope(s) and determined impact on budget, time and project/enterprise risk.
• Responsible for creating and communicating business and technical project specifications.

Confidential, Orlando, Florida

Enterprise Project Manager

Responsibilities:

• ERP experience within the OCPS Orlando district. Assisted with the development of technical support services necessary for district-wide consistency and standardization of project management processes/practices.
• Utilized soft skill influence without direct leadership involvement to implement, manage and maintain enterprise level projects. Worked in a matrix managed organizational environment.
• Assisted the PMO Director in the build-out of the PMO organization. Implemented project management methodology that included project management templates, management processes/practices, and project evaluation/selection and prioritization guidelines.
• Implemented, and maintained multiple IS/IT projects having an impact on the enterprise (district). Projects had an ICTS (Information, Communications and Technology) focus. Projects included both front and back office projects in the areas of instruction and operations.
• Managed applications and infrastructure related projects and hardware and software implementations.
• Managed Enterprise related projects in an Agile/SCRUM environment. Monitored and managed the E2E release of several different software/hardware technologies (Symantec, CRM).
• Managed projects using SDLC. Managed projects using PMI/PMP methodology (MS Project WBS’, business cases, project charters, blueprint documents, realization (QA) plans and project close out documents (best practices, lessons learned).
• Communicated project status weekly to executive management (PowerPoint, excel, word documents).
• Developed and maintained project management relationships with internal and external partners/vendors.
• Kept the Senior Director, and Senior Executive Director-CIO - ICTS informed about critical issues and incidents about which they should be aware. Escalated issues as needed. Developed leadership in Business Process Owners and Business Process Specialists
• Managed budgets for projects ranging from $1M to $4M (CRM, PM EPM tool and Symantec).
• Provided metrics for accountability per the governance policy and the balanced scorecard which aligned business activities to the vision and strategy of the organization supporting district goals and objectives.

Confidential, Peachtree City, Georgia

Responsibilities:

• Core member of the Confidential PMO team. Created PM structure, processes and applications. Planned and Implemented projects using internal and external vendors in a SAP environment.
• Built global project teams to execute manufacturing projects in Asia Europe, North America and South America.
• Managed project scope/budgets. Worked with business executives ensuring project standards were maintained worldwide for all projects.
• Prepared and analyzed data that identified process inefficiencies. Established written processes documents to increase operational effectiveness.
• Responsible for project governance/compliance of Project Managers to PMO governance rules for business processes.
• Monitored project portfolios to ensure goals were consistently achieved.

Project Management

• Implemented new EPM tool with vendor assistance from QuantumPM. Monitoring and tracking off ALL projects on the new EPM platform.
• Managed the global deployment of new project management tools (EPM) and software (MS Project coupled with SharePoint) to all divisions.
• Develop documentation for new tools and of all project managers worldwide.
• Re-designed business requirements process - through process mapping and workflow analysis.
• Created/Built KPI dashboards and project analysis reports for Executive Management to show when a project was not in an optimized status (i.e. cost, time or resources).
• Collaborated with various departments and Cooper divisions to gain project acceptance (scope, time, and budget).
• Resolved trouble tickets using Remedy Management System.

Confidential, Atlanta, Georgia

Responsibilities:

• Successfully project managed the transition of the company from a functional, to a process based organization. Established and executed cross-company roadmap creating culture change within COX.
• Aligned “one COX,” Confidential vision and created executable goals and objectives for the organization.
• Defined and implemented best practice processes across a range of product categories. Documented processes and practices. Established process KPI’s. Created and delivered documents and classes to end-users based on revised processes.
• Value adding analytics. Captured data from multiple sources including sales, inventory, product, and customer databases to create integrated views that could be used to drive decision making on process and organizational redesign.
• Project managed the successful migrated of COX systems across multiple business units onto a single Confidential platform thereby creating a “one COX” manner of conducting business. Managed full lifecycle multi-million dollar budgets in support of project plans and goals.
• Monitoring and Executive Reporting on all Process Standardization and business process related projects/initiatives.
• Act as SPOC for billing ordering and on-line projects. Managed resources to maximize productivity and reduce costs. Created Help Desk for internal and customer billing and ordering issues.

Confidential

Sr. Operations Project Manager

Responsibilities:

• Managed the project implementation of breakthrough innovative cable television technologies with a $4M budget. Partnered with IT, engineers and external vendors to deliver a range of products and services.
• Managed CRM projects related to billing, ordering (set bundle price points) for B2B and B2C customers.
• Led creation for call center personnel re newly created HSD, Video and voice products and services.
• Managed RFP activity for business process standardization projects. Negotiated RFP’s with external vendors.
• Responsible for coordination of multi site efforts for external vendor project implementation coordination.
• Facilitated marketing and IT projects that resulted in higher customer counts of COX Products and services (TV, Video, Voice and internet).
• Established product bundles that would be at price points customers would purchase.

Confidential, Atlanta, Georgia

Sr. Marketing Strategy Manager

Responsibilities:

• Provided continuous market insight into customer relationship, buying trends and competitive landscape for BellSouth’s 9 state region
• Created marketing strategy for new and existing products and services. Brought new products to market.
• Devised strategic and tactical action plans to mitigate risk of customer churn. Instituted CRM campaigns.
• Delivered ongoing analysis on market segments, target client profitability, customer relationship management and psychographics of most profitable customers. Used PRISM for customer profiling.
• Acted as consultant within organization to provide best practices for Confidential product positioning strategy.
• Closely collaborated with key executives, department peers and external partners.
• Used SDLC process for the projects and use of PRISM data for marketing purposes.
• Created pricing structure for high speed data products and services and monitored effectiveness of marketing programs.

Confidential, Orlando, Florida

Director

Responsibilities:

• Provided strategic recommendations to Sr. Management on the direction of the industry and the market.
• Managed new product launches, coordinating activity across front and back office teams throughout the organization.
• Delivered core business intelligence. Researched and gained key insights into the strategic pulse of the marketplace (Competitive Intelligence).
• Managed the launch of interactive TV applications to the Orlando and Tampa MSA’s.
• Directed retail, event and kiosk marketing efforts.
• Provided oversight to group/project/vendor and external resources.
• Managed a variety of change initiatives within Marketing Department.
• Worked with call center mgt. ensuring quality metrics were maintained.
• Established service metrics and built plans around products/services.
• Measured effectiveness of marketing campaigns.
• Implemented CRM campaigns to gain insight on customer patterns.

Confidential, Orlando, Florida

Project Implementation Manager

Responsibilities:

• Implemented Data Sales Operations sales channel within the Business Markets Division
• Documented successful business process workflows and facilitated national collaboration meetings for policies, processes, procedures.
• Project management liaison between departments (specifically IS). Subject Matter Expert for Sales and Marketing IT automation.
• Provided guidance and direction for the team insuring strategic alignment with company objectives
• Managed end to end implementation of multiple large complex projects / programs with broad scope and high impact
• Outlined detailed business requirements and functional specifications for new automation launches