PROFILE SUMMARY:

• PMP/PMI and ITILv3 Certified Currently working towards Certified Scrum Master
• Results oriented IT and account engagement professional with strong expertise in the identification, communication and navigation through the value adds of IT to the business.
• Strong Program and Project Management multi-industry skills energetically leveraged to build and motivate teams through the collaboration required for the successful execution of all demanding IT projects on time and on budget.
• Natural Business Systems Analyst able to ask appropriate questions and communicate accurate requirements to technology partners, negotiate needs and level set expectations.
• Strategic Process Engineer People Manager with motivational synergy, career mentoring and constructive performance evaluations.
• Focused multi-level reporting communications and creative presentations Proactive Scope Management with consistent quality communications and advanced MS Project including resource leveling and 24 hours units.

OVERVIEW:

• Effective Engagement Account Management promoting trust and on-going relationships with heavy focus on Customer Relations Retention CRM , with a passion to create the synergy and open communication promoting trust and collaboration, while acting as the liaison partner between the technical providers and end users in the realization of all milestones.
• Efficient handling of multiple projects organized implementation and relocation management strong PMO and Change Management experience and presence.
• Business Analysis- quick to grasp conceptual goals, create and implement strategy, people process improvement and optimization, as-is and future modeling.
• Global Vendor Program and Project Management Experienced in supportive offshore team leadership.
• Help Desk / Call Center build-out, standardization, management, training and metrics reporting. Call Center Manager with motivational synergy, career mentoring and constructive performance evaluations
• Strong interpersonal, organizational and communications skills with the ability to discuss technical issues at all business levels Demonstrated abilities to motivate teams as well as participation as a team member.

CORE COMPETENCIES:

• Methodologies: ITILv3 and PMP Certified SCRUM, Agile, Waterfall, Swim Lanes with expert knowledge of Best Practices within ITSM, ISM, SDLC, PDLC, Change Management, Phased Gate Reviews, Six Sigma.
• Documentation Artifacts: guidelines and procedures within business and IT operations Clear concise documentation including Business Request for Work BRW , Business Requirements Documents BRD , RFQ / RFP, contract review, Charter, Scope, Project Plans, resource allocation, test script QAT / UAT , benchmarking, Status Reports, Project Dashboards Budget Management projection through reconciliation Service Delivery Catalogue, PMBOK, ROI, KPI ,KMI, achievable SLA / SLO creations, reviews, Meeting Agendas, Minutes and Presentations, Risk and Issue log creation through remediation.
• Application proficiencies include: Microsoft Office Suite Outlook, Word, Excel, Powerpoint, One Note, Project Visio, Sharepoint, SalesForce,com, CA Tools including Service Desk, ServiceNow, BMC Remedy and Service Desk Express SDE , Clarity, HP Project Portfolio Management HP PPM .

PROFESSIONAL EXPERIENCE:

Confidential

PMO Associate II

Program Management Infrastructure and Disaster Recovery Compliance Project Management of multiple Internet / Web Designs and enhancement initiatives PMO led people- process optimization projects Responsible for Business Partner and team building relations.

Confidential

Project Manager / Business Analyst - Independent Freelance

• Provided analysis and data modeling maps for system integration between AFLAC-NY and AFLAC-US and formal business case document, Charter, WBS, ROI, Risk / Issue Log creation and control
• Achieved New York State License Life, Health, Accident

Confidential

Consultant via TEKsystems

Project Manager, Vendor Relationship Manager

Project manager responsible for managing Weight Watchers' IBM and partners outsourcing relationship ensuring successful level 2 SME support for its Point of Sales POS and internet based tools applications. Responsible for phased approach to the implementation from CA Service Desk and CA Tools to ServiceNow platform with operational Continual Improvement Process Standardized Knowledge management update publishing and information dissemination including reporting Major accomplishments included true SLA / SLO creation with effective escalations providing enhanced customer support with accurate KPI metrics reporting and roadmaps for global support procedures Inclusion in revenue application projects, SharePoint library organization and implemented Customer Satisfaction Surveys with review processes Long range strategic planning with effective business decision responsibilities and approvals Additional projects under Weight Watcher.com

Confidential

Consultant via TEKsystems

PMO Project Manager / Business Systems Analyst

• Full portfolio management of 17 IT projects with 7 high profile fast tracked projects enabling customer transparency through the merger of several acquisitions Internet design projects for client relations
• Responsible for creation and maintenance of Project plans and status reports, On/off shore vendor management Change Management Board and Executive Steering Committee presentations
• Proactively presented lifecycle development for 3 applications

Confidential

Consultant via TEKsystems

Sr. Project Manager SPIII / Engagement Manager

Key accomplishments recognized:

• Successful Creation of 24/7 technical support model, implementation of ACD, IT triage standardization and emergency escalation procedures
• Standardization of executive level reporting templates and policies with documentation retention and knowledge base facilitation via several platforms including Oracle databases and Share Point with formal library structure s
• Leader and membership in several high level programs with projects including several federally funded high security and EMS and Fire Dispatch
• Elevated customer and client satisfaction with improved client communications
• Effective Business System Analysis resulting in efficient hardware and application enhancement and research requests Thorough QA and UAT scripts High Level presentation creation with engaging presentations
• IT Governance and Change Management Board membership
• NOC project including application standup with automation of alert tickets and physical support
• High visibility attendance in program and project meetings both internal IT and external client/customer and vendor as manager, lead, or FDNY IT representative, responsible for maintaining standards of communication, support service delivery, risk analysis and escalation Successful presentation and negotiation of 5 year contract between TEK Systems and City of New York
• Responsible for projects optimizing people process management including team building, leadership and mentoring task assignments Created SME program while maintaining business as usual through problem/incident escalations, staff and trend analysis and information dissemination Revised SLA and SLO procedures and enabling adherence and level set client expectations. Multi-level management reporting including standard periodic reports, one off requests and ad-hoc reports Data modeling/mapping for implementation and cross ticketing applications SDE Magic Remedy ERP road-mapping within and cross agency for proactive systems evolution Realistic Operational Planning created utilizing and facilitation of out of the box brain storm sessions Major programs included ECTP, ePCR, PSAC, e911 ITSM

Confidential

Project Manager Portfolio Management Office Consultant

Full Life Cycle management for two large and up to seven small and enhancement projects enterprise applications and infrastructure while maintaining PMO standards and mentoring project managers in Six Sigma approved methodologies and process improvement Responsibilities included management reporting, team process training, requirements analysis, working documents and project plan creation / maintenance, project reviews, SOX compliance, all levels of meeting facilitation and off-shore coordination with both business and customer. High level CA Service Desk incident analysis and reporting

Confidential

Consultant Project Manager/Analyst

For this Start-up automotive financing company, had full responsibility for the implementation of SAP - ERP FICO and Human Resources requiring heavy outsourced vendor management and high level reporting Related activities for with this start-up company included Board Presentations, Budgeting, Statements of Work and contract negotiations Outsourced datacenter server configurations, planning coordination of on-going SLAs for support and maintenance, business analysis across all departments enterprise wide towards creation of Loan Origination and Management Systems, data warehouse, and website development for total enterprise internal and external client integration

Confidential

Globalization Portfolio Management Office

• Maintained corporate standards for 6 enterprise wide initiatives consisting of multiple projects, analysis of project progress and senior management reporting responsible for:
• Review of project due diligence, project scope, budget reconciliation, project progress and close-out Heavy meeting facilitation including agendas and minutes
• Creation of senior management dashboard
• Implementation control of Clarity- test scripts, testing, QA, rollout guidelines, data import integrity verification, documentation CA Tools enhancements rollout with business buy-in
• Responsible for Calligo document storage structure and security management, full user support
• Quickly mastered and provided support for legacy systems
• Coordinate and conducted Phased Gate Reviews including prep and readiness reviews Created formal questionnaires and speaking point outlines SOX compliance reporting, audit preparation and presentation

Confidential

Business Analyst / Project Manager, End User Technologies

• Full lifecycle project management - Long-term programs included Server Refresh Program National and International and data center consolidations while managing fast turnover high pressure real estate related projects which included facilities requiring heavy client and working team contact
• Created project plan models for use by individual lines of business as a cost reduction tactic
• Lead Business Analyst High profile business requirements and scope documentation
• Support working teams thru QA testing and pre/post deployment support and enhancement upgrades
• Provided application support analysis during One Desk implementation as well as proprietary software for project management and investment reporting, and Lotus Notes applications
• Coached peers in effective time management skills
• Testing of various survey applications with follow-up presentations and support of chosen application
• Globalization and standardization of support requests and procedures

Confidential

Business Analyst, Special Objectives and Research

• Responsible for outsourcing research and presentation with emphasis on financial and end-user profitability Coordinated and analyzed requests for proposals, quotes and statements of work Full implementation of 3 investment research applications including Reuters research, LexisNexis, and proprietary British search engine enhancements from systems design, specification sign-off, QA test scripts, rollout coordination and post deployment support for Help Desk professionals and provided direct application support to end users
• Created and documented guidelines for standardization of lifecycle coordination
• Vendor selection and management

Confidential

Senior Project Manager, Client Services and Business Systems

• Responsible for all phases of the client service environment from help desk to Microsoft software upgrade rollouts, Lotus Notes application development and implementation Application analysis and testing, implementation, migration, rollouts, upgrades, focus/user group facilitation and training coordination Moves and consolidations of multiple locations to new facility at 4 Times Square from ground up along with all domestic relocations Full coordination of corporate staff and vendors for build-out of new consolidated call center in Wilmington, DE Heavy end-user interface at all levels
• Business analyst for all magazine units and back office departments to insure proper requirements assessments providing full documentation to all management levels
• Application implementations from inception to rollout and continuous upgrade plans included Impoze, Lexus Nexus, PeopleSoft Accounting/Financials, HR, CRM , Lotus Notes application development, Outlook/Exchange, Asset Management, VoIP conversion
• Created formalized orientation and mentoring program for new technology staff
• Merger / consolidation related business systems analysis, staff orientation
• Effectively managed desktop support telephone, field, training consisting of up to 45 fulltime and contractual staff

Confidential

Client Systems and Service Delivery Manager

• Accomplished the transition of the Help Desk from a message center to qualified troubleshooting center thus increasing end user productivity by decreasing down time
• Created and maintained service level agreements Acted as crisis management liaison between client community and all technology related departments Researched and implemented company's first call center solution Magic Solutions , Inventory and Asset Management procedures, created support analysis, status and forecast templates and timelines
• Complete project management of imaging projects and data warehousing for legal and contracts departments, documentation and configuration thru testing of SAP
• Successful transparent merger management of IT related media properties between Random House and Conde Nast Publications