SUMMARY:

Performance - driven certified project manager with a proven track record of successfully delivering wide-reaching Information Technology (IT) systems implementation and process improvement initiatives in highly regulated industries. Adaptive change agent who smoothly facilitates integrated work streams while maintaining a positive and cohesive working environment. Trusted relationship manager who establishes rapport and fosters partnerships with senior management, technical and business team members, and customers to execute solutions that address strategic business objectives.

CORE COMPETENCIES AND STRENGTHS:

• Project Management / Business Analysis
• Financial Analysis / Internal Controls
• Six Sigma / Continuous Improvement
• Process Mapping / Reengineering
• Resource Allocation / Optimization
• Risk Management / Mitigation
• Cross-Functional Team Leadership
• Client / Customer Relations
• Audit / Regulatory Compliance
• Vendor / Contract Management

PROFESSIONAL EXPERIENCE:

Sr. Manager/Director

Confidential, Memphis, TN

Responsibilities:

• Assist client companies to identify and manage risks inherent in business processes and technology systems.
• Provide the information and project management needed to help clients meet strategic, financial, and operational objectives.
• Manage highly skilled teams throughout all project life cycle phases ensuring timely execution of deliverables. Coach and mentor staff on career development, training, and performance.
• Develop, manage, and maintain project plan schedule, budget, scope, and resource allocation.
• Monitor and track project risks, issues, action items, and key decisions.
• Direct a dynamic cross-functional execution team; facilitate weekly project status meetings.
• Provide oversight of third party vendors and client resources ensuring project activities and deliverables are on schedule.
• Oversee test management and administration which include development and execution of test plan, scenarios, scripts, and defect resolution.
• Utilized Microsoft SharePoint for collaborating with team members; storing, organizing, and accessing project information; and dashboard status reporting.
• Prepare and present weekly status updates to client Program Manager.

Program Manager/Sr. Project Manager

Confidential, Eads, TN

Responsibilities:

• Drive all resources and Software Development Life Cycle (SDLC) activities related to program and project scope definition, planning, design, development, test, and execution.
• Mentored, coached, and directed 40 member cross-functional team from program conception to completion; team represented business unit product lines, compliance, IT, and external vendors.
• Facilitated the establishment, design, and implementation of risk scoring and transaction monitoring criteria necessary to assess the risk of five million customer accounts and 100% of the customer-facing product transactions across eight divisions.
• Mapped and re-engineered daily operational procedures to reflect use of new risk assessment system; ensured standard operating procedures (SOPs) were updated.
• Developed and executed system testing verification and validation program that incorporated measurable criteria, severity levels, resolution priorities, and escalation procedures.
• Managed the design, development, and execution of data reconciliation and reporting processes for financial transactions totaling $85 million per month across two million accounts.
• Prepared and conducted weekly project performance presentations for ensuring Senior Executives and project stakeholders were informed of program status and progress.
• Utilized Microsoft SharePoint for collaborating with team members; storing, organizing, and accessing project information; and dashboard status reporting of key performance indicators (KPIs).
• Utilized Clarity and MS Project for maintaining work plans and time schedules, tracking resources, and monitoring budget.
• Utilized Confidential ’s QuickTestPro, WinRunner, and LoadRunner for test script development and execution; issue identification, logging, and resolution monitoring; and requirements tracking.
• Project Manager of banking online electronic statement delivery solution and an electronic payment service that enabled customers to view their statements online and to make electronic payments from foreign financial institutions.
• Facilitated project scope definition discussions with senior management and stakeholders; led identification and analysis of measureable, traceable requirements; prepared time and cost estimates; and developed project work plan.
• Maintained project work plan and allocated resources; tracked project status, generated reports, and presented to senior management; maintained problem tracking system and tracked issue resolution; hosted cross-functional team meetings.
• Coordinated with third party vendor for development and testing of the account statement printing system and for the Western Union wire transfer connectivity and transmission.
• Risk Management liaison responsible for identifying, mitigating, and controlling risk exposure level related to electronic payments from foreign financial institutions.
• Established a portfolio management framework allowing each project’s added value to be assessed by using weighted measurement metrics related to rough order of magnitude (ROM) estimates, alignment with strategic objectives, time to complete, and risks; Pareto charts; and scatter plots.
• Facilitated vendor Request For Proposal (RFP) process from requirements development through to award release for a seven year, $70 million enterprise-wide financial IT services and support contract to process transactions for 375,000 customer accounts across 14 business lines and to interface with 18 systems resulting in a 14% annual cost reduction.
• Gathered measurable requirements from 27 user groups; prepared and distributed approved RFP document to potential vendors and coordinated vendor Q&A sessions, response evaluation, vendor presentations, final selection, and award.
• Business unit Project Manager responsible for the design, development, test, and execution of a Commercial Credit Card Customer management system which increased customer annual spending
• Monitored third-party vendor activities and resources by managing project timeline and deliverables in MS Project, conducting project meetings, and reviewing project status reports.
• Coordinated project activities with business units impacted by conducting weekly status meetings.
• Developed and executed testing strategy that identified roles and responsibilities, test schedule, entrance and exit criteria, issue and severity classification, problem resolution and escalation process, and communication plan.
• Designed, developed, and executed test scripts, logged and tracked issues, and coordinated issue resolution.
• Generated system training manuals for end customer and operational support staff. Conducted training sessions for 1st and 2nd level call center support. Managed the knowledge transfer of system design and development to 3rd level IT development support.
• Reengineered daily operational support procedures to reflect use of new management system; ensured SOPs were updated.
• Account Manager for IT support service contract to provide technical leadership and direction to MLGW Project Manager for upgrading the Human Capital Management (HCM) family of applications.
• Advised and assisted Information Systems and database administration team with testing and implementing system upgrade; developed operational standards for post-production support.
• Assisted, trained, and mentored Information Systems post-production support group on production issue resolution, new functionality implementation, and integration of new features with interfaces to external systems; developed and conducted end-user training of new functionality introduced in system upgrade.
• Custom developed system extensions including a Compensation Workbench, Total Compensation Statement, Open Enrollment, Personnel Performance Appraisals, and modifications to timecards.

Associate Director

Confidential, Memphis, TN

Responsibilities:

• Led and managed all aspects of project management services: project scope definition, proposal preparation, champion stakeholder buy-in, resource allocation, and overall delivery. Recruited, assembled, and mentored cross-functional team resources (on- and off-site).
• Led business case assessment for a web-based Customer Management System.
• Created and conducted customer surveys to identify and assess priority of desired system features.
• Conducted return on investment analysis, established project scope, prepared project time and cost estimates; documented project proposal and championed for stakeholder buy-in.
• Project Manager of a 14 member team of finance, IT, operations, and off-site third-party vendors through all project lifecycle phases to implement two custom developed systems.
• Assessed project requirements to ensure measurability and project timeline for reasonableness; presented findings to senior executives and made adjustments where necessary.
• Successfully developed enterprise-wide Project Management Office (PMO) governance framework that included assessment, selection, and approval processes; status tracking; issue resolution; and audit reporting.
• Formulated and conducted project management, six sigma, and system testing training programs, which enhanced the client’s project management and QA resource capabilities.
• Instituted an IT testing and QA program that incorporated use case development, requirements tracking, change management, and issue resolution methodologies into all levels of system and software validation.

Sr. Manager

Confidential, Memphis, TN

Responsibilities:

• Managed and provided hands-on technical leadership to risk management and technology consulting engagements for local, national, and global clients in communication, finance, and healthcare, manufacturing, and transportation.
• Project lead for an independent test assessment of a ground operation Property Management System.
• Coached and directed team in the design and execution of system test scripts and issue logging.
• Prepared and presented system quality report to C-level executives and senior management.
• As part of risk based financial statement audit, directed end to end system audits and internal controls assessments, recommended disciplined controls critical to operational efficiency and compliance with federal regulations such as Sarbanes-Oxley Act (SOX) and Health Insurance Portability and Accessibility Act (HIPAA).
• Program Manager of three enterprise-wide core back-office operational support systems that included Network and Asset Management Systems and a Trouble Ticket Tracking System; collectively these systems formed the Network Operating Center (NOC).
• Managed, mentored, and coached three multi-year engagement teams, totaling ten members through requirements definition and analysis, system design and development, operational support work flow design, vendor request for proposal (RFP) development and award release, testing, and implementation.
• Served as the primary contact for client and was responsible for maintaining client satisfaction.
• Guided the generation of 15 IT client position descriptions, interviewed candidates, made hiring recommendations, and trained personnel on NOC systems.
• Presented the Sequoia award for team development and mentoring high-performance teams by aligning resource skills with project requirements, setting individual and team level expectations, and promoting team member cross-training.