Heidi Furr

acoy5x@r.postjobfree.com

(m) 704-***-****

SUMMARY

Technical project professional with experience in enterprise level project management, project schedules and deliverables, and

post implementation support. Exceptional ability to implement project process using project methodology and documentation

standards. Ability to absorb technical skills needed to implement projects in various forms of technology – from executing

infrastructure in international environments to deploying application code updates in Lab, Test, and Production environments.

Strong trouble-shooting skills. Excellent communication and organizational skills. Highly proficient with Microsoft Office

products including: Word, Excel, Power Point, Visio, MS Projects, SharePoint, Live Meeting, Outlook, One Notes, Lync. Also,

proficient with Quality Center (HP Application Lifecycle Manager), PM Universal Workstation, and other applications.

PROFESSIONAL EXPERIENCE

WELLS FARGO – Charlotte, North Carolina 2013-2015

TOG/Financial Technology and Data

Project Manager

Responsible for leading multiple infrastructure and application technology projects, which vary in duration, risk, scope and

complexity.

Maintain project financial performances within proposed budgets (using STAMP). Consult with business partners to clarify

and define business cases, statements of work, project definition documents, business requirements, and solution designs (via

SDLC). Maintain project documentation as needed for collaboration, compliance and historical record purposes (via

SharePoint and PMUWS). Post requirements, solution designs, test scripts, defects and results in repository (via Quality

Center/HP Application Lifecycle Management).

Conduct regular status meetings for team members to understand problems and bring resolution to issues, escalating as

necessary to meet project timeline and budget constraints as well as identify and negotiate schedules, milestones, and

resources required to meet project objectives.

Create and deliver presentations to mid/senior level management on project goals and plans, including progress reports

(using Power Point and Visio). Work with lines of business and other key stakeholders to coordinate implementation,

validation, training and support, and communication plans. Develop and revise project plans as needed (in MS Project).

Manage team members based in separate geographical locations, utilizing remote management skills to maintain adherence

to project management policies and standards and sustain the project lifecycle from beginning to end(initiation, planning,

execution, monitor/controlling, and closing). Provide coaching and mentoring to less experienced project staff.

WELLS FARGO – Charlotte, North Carolina 2012-2013

TOG/TMIS Project Services Team

Project Manager

Project manager for enterprise-wide managed-print initiative, implementing throughout 54 locations to 90,000 business

partners to promote an environmentally friendly print solution while saving the enterprise over $26 million annually.

Consulted with lines of business to clarify and define print requirements to assist vendor in creating a future state print

environment that met the objectives of the project while sustaining the print needs of the lines of business.

Worked directly with vendor to coordinate pre-implementation assessments and post-implementation maintenance.

Implemented comprehensive communications plan including pre-implementation surveys and notifications; status updates and

post-implementation support notifications. Maintained group mailbox to provide current information to users during managed

print transformation via smart distribution list data. Kept open-door communications with those who had questions regarding

the initiative. Supported initiative-promoting inner-company article and news interview.

Served as site publisher responsible for designing and building project landing page for Teamworks, an enterprise level

SharePoint based intranet made available to all employees within Wells Fargo.

Maintained MS Projects and Planview project documentation and reports. Communicated to project teams by managing

documentation on project SharePoint and PM Universal Workstation (PMUWS).

Created presentations to mid and senior level management on project plans, milestones, and progress reports.

Served as a liaison between enterprise procurement and enterprise disposition teams.

HEWLETT PACKARD ENTERPRISE SERVICES – Charlotte, North Carolina 2012

Project Manager – eCommerce Work Load Management

Served on dedicated team supporting lower-level/load balancing test environments for Bank of America’s e-Commerce

division. Applications supported in the lower level test environments advanced to www.bankofamerica.com site.

Subject Matter Expert for the design and implementation process of web-based changes in Bank of America’s lower level

test environments. Advised business partner counterparts of processes and expectations for implementing web-based code

changes in the test environments. Coordinated changes with design and implementation engineers and verified changes

completed the proper governance procedures before promoting changes to production environment.

Documented requirements and designs for various project efforts that incorporate web-based code changes. Coordinated

implementation schedules that coincided with the over-all objectives for various projects.

Provided on-demand triage support when encountered with load-balancing issues within test environments. Triage support

often resulted in over-all consulting on the stability of the application, network, security access and other relevant items.

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Heidi Furr

acoy5x@r.postjobfree.com (m)704-***-****

WELLS FARGO – Charlotte, North Carolina 2010-2012

TOG/International Service Delivery

Project Manager – International Infrastructure Remediation Program

Responsible for leading APAC regional project team to mitigate encryption issues with NAS/SAN storage devices.

Additionally, responsible for leading EMEA regional project team to implement mechanisms in an effort of compliance and

adherence to United Kingdom’s FSA’s regulation requiring mobile phone conversations and activity of financial traders to be

recorded and stored.

Managed activities associated with projects of moderate risk, scope and complexity.

Consulted with business partners to clarify and define project requirements, business case, and statement of work; and

tracked and reported project budget status. Developed and implemented complex project communication plans.

Worked with architects and engineers to develop and revise complex project plans and to gain a better understanding of

problems in an effort to resolve issues and mitigating risks.

Ensured project tasks were completed according to established requirements and timelines, escalating as necessary, to meet

milestone deadlines. Interactive with mid to senior level management on behalf of project team. Created and delivered

presentations to mid and senior level management on project plans, milestones, and progress reports.

WELLS FARGO – Charlotte, North Carolina

International Service Delivery (continued)

Project Analyst/Business Consultant – India iWIN Redesign

Worked on project team to successfully implement the conversion of the ITO India i-WIN unmanaged site to a WFDC

managed site environment. Worked closely with Network Engineering and Architects to facilitate new network

connectivity at vendor facilities to convert desktops to centrally managed virtual imaged machines. Performed

production support and troubleshooting tasks during and after implementation.

Coordinated meeting activities; gathered, tracked and documented project requirements (PDD, RA, SOW, BRD, Solution

Design, Implantation Readiness, and Issues and Risks). Reported project status in support of program manager who oversaw

international infrastructure projects. Maintained project plan documents and reports and communicated updates by managing

SharePoint documentation.

Presented change requirements to change approval board to resolve identified issues, provided research and analytical

support by documenting workflows, processes and procedures.

Business Process Analyst/ Business Analyst – International Target Operating Model (iTOM)2010-Present

Responsible for completing process analysis, evaluations, and implementation of process improvements. Redesigned process

workflows to adapt to service and technology changes and enterprise standards for a post-merger go-forward solution.

Initiated and planned business reviews involving definition and selection of new concepts and development of new or

improved processes for areas identified as inefficient or costly.

Connected with business partners to ensure new service and technology developments were compatible with enterprise

processes and designs provided by the project team.

Developed and implemented moderately complex designs on SharePoint. Performed production support and troubleshooting.

Made changes, fixes or enhancements to SharePoint pages and elements. Applied knowledge of web technologies, enterprise

restrictions, guidelines and templates to optimize user performance in SharePoint.

HEWLETT PACKARD (ELECTRONIC DATA SYSTEMS) – Charlotte, North Carolina 2005-2010

Technical Solutions Implementation Group – Bank of America Account

Business Service Analyst

Worked with technical team on Bank of America account to define and implement upgrades or phase out and decommission

technical services in an effort to optimize technology. Worked with partners and clients to define and replicate application

defects. Developed test strategies and test scripts in UAT environment to resolve noted defects.

Created, monitored, reengineered and updated application related business processes of technical services made available to

client’s frontline users through an online shopping cart application. Implemented new features/solutions for client.

Served as a Subject Matter Expert to service delivery teams regarding contractual agreements, user support, and problem

resolutions to sustain performance objectives and over-all business strategy. Mentored client’s helpdesk associates to

understand technology requests and translate those requests into deliverable technical services.

Raised performance standards of new and existing personnel through training and knowledge sharing web sessions on

various applications used in delivering service to client. Created and updated training documentation. Designed layout,

updated content and distributed weekly web-based technical publication. Managed data and reference material on

SharePoint. Updated content and granted accessibility to various levels of users.

Reviewed and managed service request queue content to serving as a gatekeeper to determine validity of services requested

prior to delivery to nation-wide service delivery teams.

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Heidi Furr

acoy5x@r.postjobfree.com (m)704-***-****

Technical Solutions Consultant 2008-2009

Member of team which evaluated 7,000-9,000 technology requests (in Remedy) per week on Bank of America account to

determine if work requested fell within parameters of previously determined contractual and service level agreements.

Helped devise a billable one-on-one technical consulting solution to assist clients in specifying their technology needs,

resulting in added revenue by including a consultation fee in addition to the fees incurred by service requested.

Voice Communications Administrator 2006-2008

Worked as a member of TSIG team to convert 180,000+ U.S. employees on Bank of America account from regional and

local Telco PBX voice systems to a Cisco VOIP cluster network.

Reduced client’s overhead by implementing Extension Mobility and Teleworker capabilities to Cisco VOIP network.

Information Technology Consultant 2005-2006

Worked for EDS to implement pilot program on Bank of America account to VOIP.

Initial pilot program converted 20,000 users from PBX systems.

Supported voice and data-related service delivery MAC tickets.

Added and deleted ACD agent profiles on a regular basis to sustain client’s call center capabilities.

Worked with Bank of America business partners to transition phone devices from PBX to VOIP.

Provided technical consulting on VOIP related implementations.

SELF-EMPLOYED – Charlotte, North Carolina 2002-2005

Technical Consultant

Establishing off-site employee workstation connections for individuals to effectively link to secured networks.

Provided hardware and software technical support solutions.

Wrote technical content and designed web-based publications for various organizations.

Captured data for remote access sales team members and converted data to spreadsheet templates to maintain off-site

inventory and resource logs.

CONSUMER DIRECT OF AMERICA, INC. – Charlotte, North Carolina 2001-2002

Technical Project Manager/Technical Analyst

Coordinated installation process for pilot satellite call center of national marketing firm. Established work stations for call

center staff including network and phone connectivity.

Served as a liaison between suppliers, installers and senior management. Installed proprietary software with various levels of

accessibility, based on users job requirements.

Provided on-site support and technical trouble shooting for call center agents and administrators.

EARL DUDLEY ASSOCIATES, INC. – Charlotte, North Carolina 1996-2001

Technical Associate

Installed software applications on survey-grade Global Positioning Systems and robotic equipment to upgrade end user’s

equipment capabilities. Implemented upgrades and installations according to user license expiration dates.

Coordinated training seminars to bring user groups of various skill levels up to date. Demonstrated new product capabilities.

Subject Matter Expert and Technical Solutions Representative for industry-specific software/hardware. Applied knowledge

of city, county and state government bid processes for new equipment proposals.

WEST POINT FOUNDRY – Charlotte, North Carolina 1996

Technical Coordinator

Supported technology needs of regional sales office during relocation process.

Relocated data equipment including network servers and multiple work stations.

Maintained database to monitor inventory during transition process.

Assisted regional sales manager in establishing desktop work environment for sales team.

EDUCATION

CALIFORNIA STATE UNIVERSITY – Long Beach, California

Bachelors of arts degree in journalism, emphasizing public relations

Minor in marketing

CONTINUING EDUCATION – Charlotte, North Carolina

Basic Hyper Text Markup Language (HTML)

Advanced Hyper Text Markup Language (HTML)

Cascading Style Sheets (CSS)

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