SKILLS

• MS Project, Word, PowerPoint, Visio, Lotus Notes, Peregrine Service Center, HP Quality Center, IBM Tivoli
• Endpoint Manager Patch Management , Atlassian Jira and Confluence , Offshore Team Management, Vendor Team Management

RELEVANT EXPERIENCE

Project Manager/Jira Administrator

Provided Agile support for the development community

Maintained Sprints, ran Scrum Meetings, provided reports t management

Managed the Server Migration Program

• Coordinated development efforts t create servers, load operating systems, install and test applications.
• Created Project Plan defining all activities, refined with Resources, and published for approval.
• Managed the coordination with CSC Hardware vendor t complete assigned tasks.
• Managed the coordination with UTC Security t develop access t DMZ for installation.
• Worked with Technical Architect t identify issues and risks, provided solutions.

Confidential

JIRA/Agile Administrator

• Provided support for the development community
• Managed access/passwords/new user signon
• Support for questions, Issues reporting requests
• Reworked System Dashboards for new statistical information
• Developed procedure for regular update of Sandbox environment
• Updated Administration Guide t reflect current environment
• Created ad-hoc reports for determination of outstanding issues/resolution status

Agile support

• Created user guide for Board creation using Scrum and Kanban
• Documented standards and guidelines currently implemented
• Ran training classes on use of Scrum and Kanban board creation

Zendesk support

• Supervised installation by ServiceRocket consulting company.
• Documented update procedure for reflecting JIRA custom fields in Zendesk
• Created user guide supporting implementation.

Zephyr support

• Worked with Atlassian and development community t install the product.

Confidential

Project Manager

• Developed and manage the Review Process for escalating changes, new solutions, and defect/improvement actions from design thru review and scheduling of XML applications.
• Created procedures for handling separate issues for Fraud Debit/Credit, Collections, Customer Solicitation, and Marketing products.
• Developed and published rules for requesting, escalating, and conducting reviews.
• Managed pre-review and post-review functions t identify/resolve all issues.
• Implemented reporting thru JIRA t identify outstanding application and environmental related work items negatively impacting change cycle.
• Executed metrics and scheduling reports thru JIRA t assist in identifying pending workload, backlog, and report on actual milestones/progress attained.
• Reviewed and updated JIRA Workflow t resolve open structural issues, and add new functionality.
• Documented the VAP Prompt Recording Process
• Inventoried all languages employed and Voice Talent used worldwide.
• Identified existing Tiers of VAP Prompts and their Voices.
• Developed procedure for scheduling / monitoring progress or recording requests.

Project Manager

• Manage group of 3 support staff in addressing application software upgrades through the QM Process using TEM and BigFix.
• Defined and executed procedures using TEM Patch Management BigFix product t validate MS system and third-party vendor software monthly, emergency, and security patches.
• Defined the working policies for the QM Group, addressing the Process of Change Requests , Minimal Testing Guidelines, RollBack Procedures, and Audit Requirements.
• Ongoing staff training t communicate changes in testing procedures, information found for existing applications, and familiarization of new staff in duties and responsibilities.
• Develop documentation t support the growing area of responsibility, obtaining guidance/concurrence from upper management t address opportunities for new guidelines and procedures.
• Developed and managed the process using HP Quality Center t document all changes made t the desktop environment. Created model templates and standard practices for use of Quality Center, addressing test plans and application centric actions, as well as naming conventions and structure uniformity for better reporting and recognition of work.
• Produce Monthly, Quarterly, and Annual group progress reports.

Confidential

Project Manager

• Plan and administer resources from HP and Outsourced Services t install Release 10 of Mercury Interactive Quality Center product COTS .
• Develop all planning and signoff documents compliant t Pfizer Enterprise Life Cycle SDLC process.
• Managed staff of project manager and tw technical writers
• Developed Ms Project Plan for tw initiatives, weekly status reports using Word and Powerpoint, and VISI supporting proposed new configurations.

Operations Support Manager

• Coordinate/Monitor with Onshore/Offshore Resource Vendor t maintain support on 24x7 basis for Virtualized Applications VMWARE .
• Provide support and guidance for Business Units application migration process int Shared Support Model.
• Work Service Center Ticket Process Peregrine t determine trending in meeting/improving/defining SLA criteria.
• Manage Business Intelligence Lines of Business Users needs and expectations, working with LOBs and Vendors t address needs, determine courses of action, implement and review actions taken, and gain consensus of opinion from all parties.
• Manage Engagement Project Management Office, being repository for information, meetings, employee onboarding, and meeting schedule.
• Maintain BI Division repository using Sharepoint.
• Manage RED TEAMS for crisis management.
• Manages Matrix Staff of tw PMs and 12 associates in Onshore/Offshore Model.
• Developed Status reports on biweekly basis identifying issues, risk, and efforts/progress made t date.
• Work with supported Business Units t identify issues and risks, develop plans t make changes, solicit Business Units support, and document using Pfizer Enterprise Life Cycle process.

Confidential

Program Director IBS, GE, Visteon

• Implemented Project Management Office for three top-tier clients
• Managed the financial workbooks for individual projects, and global project support.
• Directed technical support staff Onshore and Offshore Model in completing assigned tasks for Global Support Project.
• Developed Project Plans for relocating IBM Hardware and data transfer using PPRC.
• Conducted Risk Management and Conflict Resolution with the Clients.
• Supported 25 Project Managers in project status reporting, Client presentations, offshore meetings, and risk/issue reporting processes.
• Managed staffs of 7-9 PMs in support of the Program Manager.
• Develop and Maintain Project Delivery Schedule for Engagement team, identifying areas for risk avoidance, process improvement, and schedule improvement.
• Developed Ms Project Plan for three major initiatives including sub-projects from PMs, weekly status reports using Word and Powerpoint, and VISI configurations supporting proposed new hardware/software/HVAC.
• Work with contracted clients t identify issues and risks, develop plans t make changes, solicit Business Units support, and document using IBM proprietary Life Cycle process.

Confidential

Sr. DR Consultant UPS

• Updated and maintained Project Plan for test site, first implementation site, and base plan for further development efforts in Germany.
• Managed staff of 8, including Vendor Technicians.
• Developed Ms Project Plan for Disaster Recovery initiatives, weekly status reports using Word and Powerpoint, and VISI supporting proposed new DR configurations.
• Develop supporting documentation t facilitate the use of the Disaster Recovery process if needed.

Confidential

Associate Director Toki Marine Management

• Participated in SLA discussions, resulting in agreement on Metrics and Penalties
• Created the HelpDesk function, increasing support levels and User satisfaction.
• Managed the Weekly Customer Meeting Agenda for discussion of issues, new actions, risks, and remedial actions.
• Managed Customer Satisfaction responsibilities t ensure deliverables were identified and completed per schedule and contract.
• Participated in contract negotiations with Third-Party Vendors t define roles, responsibilities, and rates.
• Produced Monthly Client Status Report and Financial Recaps t Fujitsu.
• Managed staff of 5 PMs and 50 technical staff located at tw datacenters NY and Ca. and Budget of 1MM.
• Developed Ms Project Plan for Data Centers upgrade initiatives, MPP for NYC site relocation, biweekly status reports using Word and Powerpoint, and VISI supporting proposed new Hardware and Network configurations.
• Work with outsourced Client t identify issues and risks remaining from previous management, develop plans t make changes, solicit Business Units support, and document using Client process. Work within SLA group t determine responsiveness required and possible t be attained, and submit t Client for discussion.

Confidential

Project Director Fort James Paper, EMC

• Managed the Y2K software upgrade effort for 23 Processing Plants and Home Office.
• Directed the upgrade of SAP applications, Third-Party Vendor Security Software, and PLC manufacturing software.
• Responsible for Monthly Customer Update Meeting agenda, problem discussion, issue resolution alternatives, and staffing requirements.
• Managed staff of 7 PMs and 101 consultants, company staff, and vendors nationwide, coordinated offshore resources, Status Reports, and Budget of 2MM yearly.
• Developed Ms Project Plan for software upgrade initiatives for seven Plant Locations including sub-projects from PMs, weekly status reports using Word and Powerpoint.
• Executed schedule testing of upgrades installed, identifying issues remaining and/or caused, formed cause analysis teams and worked the resolution.

Confidential

Consultant Manager

• Managed staff of 30 consultants in completion of assigned Client projects.
• Work with Client t identify plants and processes needed t be upgraded, develop plans t make changes, solicit Business Units support, identify previously unknown issues and risks, and document using Client Cycle process.

Confidential

Senior Staff / Project Manager

• Supervised staff in formulating IBM hardware, software, and network requirements for development of proposal for regional datacenter.
• Presented proposal and won Client approval.
• Planned and Executed Relocation t first regional datacenter.
• Developed and Executed Procedure for supporting cutover t production at Regional Site.
• Developed, installed, and regularly tested recovery facility using Development Site.
• Implemented cascading failure reporting processes and procedures through Operations for a first-time Production environment.
• Managed staff of 35 consultants, company staff, and IBM support staff.
• Developed Ms Project Plan for initiative including sub-projects from consultants, weekly status reports using Word and Powerpoint, and VISI supporting proposed new hardware/software configurations at Regional Site.

Confidential

Vice President / Data Center Manager

• Managed 5 site IBM complex comprising Treasury Services Operations.
• Directed Systems, Network, and Operations Functionalities in start-up Data center.
• Developed Full Contingency Backup Procedure for all divisions supported.
• Managed staff of 108 company staff and Budget of 3MM yearly.
• Developed Ms Project Plan for hardware and software upgrade initiatives, biweekly status reports t Division Executive using Word and Powerpoint, monthly presentations t senior management using Powerpoint, and VISI supporting proposed new environment upgrades.
• Work with Business Units t identify business issues and risks, develop plans t make changes, solicit Business Units support, and document using CMB Life Cycle process.