QUALIFICATIONS SUMMARY

A PMP and ITIL certified Project and Program manager, with over 17 years of experience deploying and supporting business information systems. A team leader with extensive international project implementation experience, across waterfall and agile methodologies in-depth knowledge of Customer Relationship business operations: with last 10 years focused on deployment of systems and IT solutions involving: Customer Relationship Management CRM , SAP ERP, Business Intelligence BI , Mobile applications, telephony, Contact Center software, and portal/web apps combined with excellent facilitation and coordination skills ability to create momentum across multiple initiatives simultaneously and a collegial management style that promotes teamwork.

WORK EXPERIENCE

Confidential

IT Project Manager

Managing a multi-year, Enterprise-wide CRM implementation project. Successfully deployed MS Dynamics CRM and initiated rollout of Sales, Marketing, Customer Service, and Finance processes to support PMI global business operations. Also, responsible for IT Project delivery for other large scale projects, including Mobile Applications and web services integration

• IT Project Manager for multi-million dollar Microsoft Dynamics 2011 CRM ERP implementation. Leading multiple project team 15-20 persons consisting of business analysts, system engineers, developers, and database analysts across a multi-phased, organization-wide deployment. Accountable for the systems environment build, data migration, development of services layer, and support for solution rollout.
• Maintain the project plan, track status, and provide weekly status to executive sponsors and key stakeholders.
• Manage the complete project management lifecycle, from Business Case preparation, project chartering, budget management, project planning/scheduling, through project execution.
• Lead multiple scrum/development teams, Web Service and Architecture, in Agile Software development methodology SCRUM based projects.
• Serve as Scrum Master working with business owners and BAs to create backlog, prioritize work, assemble sprints, manage the progess of monthly software releases using Jira , and report on project team velocity.
• Successfully completed roll-out of myPMI web integration project. Leading Scrum Team in Microsoft .NET web development project. Build out of web services, stored procedures and UI to construct a fully functional member profile site. Built web components in 3 development releases meeting schedule and budgetary commitments.
• Delivered Student Membership project on time and budget, while achieving project objectives for business unit.

Confidential

Provide program, project and systems leadership for the Customer Service organization, with responsibility for project execution and the support of enterprise systems and strategic initiatives.

• Systems and Technology Project Management - Manage systems-related projects on behalf of the Customer Services Organization. Accustomed to managing multiple projects concurrently and involvement in all aspects of the SDLC including: planning, design, execution, and solution acceptance.
• Portfolio Management member of PMO with specific oversight of the IT-related projects on the business portfolio. Work closely with business leaders to conduct annual planning, prioritize, slot, track, and provide status on existing programs. Also ensure that key initiatives are properly staffed and supported and that business and IT priorities are aligned.
• Mobility Project Manager responsible for the deployment of a global mobility solution for Field Service Reporting. This is an18-month 2.95M implementation focused on the replacement of a core legacy business application and includes MEAP integration. The new mobile solution is projected to save over 2 million a year, providing new capabilities and efficiencies for over 1000 users worldwide. Currently, in Discovery and vendor evaluation.
• CRM system ownership and Program Manager deployed the organization's first CRM Customer Relationship Management platform and have gradually improved optimized and added capability to the core solution. This has been a multi-year, multi-million dollar initiative, which has enabled business transformation for customer service. The CRM platform has provided the ability to establish global processes and visibility, and is the foundation for all key Help Desk, Dispatch, and Field Service management processes.
• Production Support Team Lead responsible for support of 900 business users and for managing ongoing system improvements. Work with MIS/ IT to manage incidents and change requests, track service levels, and address system-related issues.
• Global Contact Center GCC Program Manager deployed integrated system throughout North America, Western Europe, and APAC. The GCC was a 26-month initiative that consisted of Telephony/Call Center, CRM Interaction Center CIC , BI Reporting, and business processes to drive the Agent and Customer experience. The scope also included Resource scheduling and mobility tools, which has allowed the organization to maintain an 80 success rate in meeting customer SLAs, and has contributed to an 11 decrease in average travel cost over the past 3 years. Project included the deployment of Varian's first mobile/handheld application. The mobile solution was rolled out to over 500 remote service reps and managers globally. Virtual contact center enabled follow-the-sun for call handling.
• Strategic Roadmap Co-Managed a 6-month Executive Sponsored Business-IT Strategy and Roadmap project, which was chaired by the VP of Operations and CIO, and resulted in the identification of more than 19 million in potential savings and the creation of an IT Strategy and 5-year plan for business system investment.
• Global Service Management Deployments Successfully deployed SAP Service Management applications in Japan, Australia, China, and Latin America. Providing system capabilities for field service operations including: service contract configuration, customer entitlement tracking, dispatching, financial reporting, and logistics processes.
• Enterprise Reporting migration Responsible for the migrating the business' legacy reporting to a Business Warehouse data repository SAP BW .
• Earned multiple Employee Contribution Award program ECAP awards for performance and results achieved managing enterprise projects for department

Confidential

• Subject-matter expert in Employee and Manager Self-Service solutions, assisting organizations with the deployment of intranet-based, HR applications.
• Managed all aspects of project lifecycle, including: analysis, design process improvements , development, testing, installation, implementation and post-implementation support
• Led design workshops to collect requirements and engage stakeholder groups.
• Directed project team resources and activities from requirements definition to solution rollout.
• Supported major customer implementation for large organizations, including: T-Mobile in Bellevue, WA Bechtel in San Francisco, CA, and Boston Medical
• Setup the first online employee benefits enrollment application for a major hospital. The solution was later extended to include other self-service applications for hospital employees.
• Deployed ESS web services in 2 languages to 15,000 employees worldwide.
• Responsible for the development of a web-based, Quota Compensation application, allowing 3,000 US-based employees, to buy-back accrued PTO via a self-service portal.
• Deployed web-based applications, which incorporated functionality from Human Resources HR , Financial FI , and Cost Accounting CO modules and configured applications and web services required for enterprise self-service

Confidential

• Supervised team of technical consultants responsible for implementing SAP software solutions. Responsible for supporting the technical aspects of SAP projects and for staffing resources on customer engagements.
• Provided support for enterprise software implementations and systems integration projects. Involved in aspects of project planning, requirements gathering, and specification development.
• Supported business development team, assisting in new business opportunities for the firm. Delivered product presentations, responded to RFP's, and developed business proposals.
• Managed the development of project accelerators and the development of SAP programming tools used to simplify the installation of SAP-based configuration. Led internal projects to develop implementation tools, resulting in the creation of an HR Interface generation tool.
• Organized the team into a 'solution center' pooled resource environment, leveraging consultant skill sets and providing the ability to support multiple customer engagements concurrently.

Confidential

• SAP-ERP implementation consultant assigned to customer implementation projects. Focused on the technical components of ERP system migrations, including: data conversions, interfaces, and system integration.
• Assigned to customer implementation projects, serving as an SAP R/3 specialist, with responsibility for system analysis, to-be design, and execution of technical aspects of conversion projects.
• Member of Deloitte's Internet-enabled Applications Group IEAG responsible for developing business APIs BAPIs for SAP, to expose business functionality to web applications.

Confidential

Business Systems Analyst,

Analyst and systems programmer for Eastman's Sales Support Organization, with primary responsibility for the processing and maintenance of the Sales reporting and Forecast systems.

• Supported Eastman Sales reporting systems, providing data and periodic reports used to track sales activity and compare progress to sales forecasts.
• Duties included system maintenance, change management, developing technical requirements, and implementing new functionality.
• Programmer-Analyst maintaining mainframe-based systems running IMS / TSO and requiring programming in JCL, COBOL II, SQL.
• Member Eastman's SAP implementation team Globiis replacing legacy systems with the SAP ERP platform.

OTHER SKILLS CERTIFICATIONS

• Project Management Professional PMP , and member of Delaware Valley PMI Association
• ITIL Certification for IT Service Management ITSM - for managing information IT systems
• Six Sigma Green Belt DMAIC training is done, in process of completing certification project
• Certified SAP R/3 Installer
• ASAP Implementation Methodology Certified
• Internet-enabled Applications Group IEAG Deloitte Touch Consulting
• Trainer Delivered numerous training classes: including training for SAP technical new hires.
• Competent Toastmaster CTM Certification from Toastmasters of America
• Trained in Agile project methodology Agile Certified Practitioner ACP Training
• MS Project and Microsoft Office Suite Certified