Susan G. Harris, PMP

*** ********* **** *: 678-***-****

Woodstock, GA 30188 acvdkm@r.postjobfree.com M: 770-***-****

SENIOR PROGRAM/PROJECT MANAGER

PROFESSIONAL PROFILE

Results-driven project-management professional with a proven track record in increasing productivity, quality, and customer satisfaction.

Fifteen years’ experience developing, implementing and managing complex projects within time and budgetary constraints.

Creative thinker and analytical problem-solver with demonstrated ability to manage projects from planning through execution/completion under the pressure of fast-paced, time-sensitive environments.

Exceptional interpersonal communicator who effectively interacts with clients and all levels of management.

Decisive, energetic, focused team leader/player who leads high-performing teams through implementing change and improvements.

Managed multiple projects simultaneously using Stage Gating with a Project Steering Committee who approved the progression to the next stage.

AREAS OF EXPERTISE

Project methodologies

Project initiation

Project planning

Project execution

Project control

Project closing

Project tracking/reporting

Agile Scrum, and Waterfall SDLCs

Sprint definition and Scrum meetings

Web Services

System and Data migration

Scope/requirements definition

Analysis of business problems/needs

Quality-assurance strategy/process

CMMI

Internal and external client/customer service and support

Process change/improvement

Tactical/strategic planning

Risk Analysis

VOIP, SIP technologies

Technology integration

Conflict management

Problem solving

Lead cross-functional teams

Negotiation, persuasion and communication

Cross-functional team building and leadership

Cloud/SaaS environments

SOFTWARE

Windows, Unix, Microsoft .NET, C++, SQL Server, Visual Basic, Java, XML, ETL,

SaaS/Cloud Environments,

SalesForce, Financial Force PSA, HP PPM, Jira

MS Project, MS SharePoint, MS Word, MS Visio, MS Excel, MS PowerPoint

PROFESSIONAL ACCOMPLISHMENTS

Senior Project Manager

RIB Software Americas – Atlanta, GA October, 2015-February, 2016

Led large teams across broad technical and business disciplines in the implementation of enterprise wide major construction software projects created in a .NET framework with budgets of $500,000-$1M.

Focused teams on business objectives and tracked progress to ensure project milestones were completed on time, on budget and with the desired results.

Mitigated risk factors through careful analysis of financial and statistical data. Anticipated and managed change effectively in rapidly evolving global business environments.

Defined processes and tools best suited to each project. Moved between Agile and Waterfall approaches depending on project specifics and client goals, creating detailed project road maps, plans, schedules and work breakdown structures.

Provided weekly status reports of projects to the CIO, including project schedule adherence, issues, upcoming tasks to be accomplished.

Senior Program Manager

Intradiem, Inc. – Alpharetta, GA August, 2010 – October, 2015

Responsible for coordinating and performing technical solution implementations of a software system for delivery of activities and tasks geared toward intraday management of call center and retail employees in a SaaS environment. These projects involved technical integrations with existing ACD and WFM customer software and business resolution to maximize efficiencies when dealing with customer’s respective clients.

Managed data and system migration projects for premise to cloud conversions as well as projects in which customers were moved from one data center to another.

Implemented Enterprise wide solutions across multiple locations within the US and abroad involving integration of existing systems with Intradiem. Project teams were 25-30 resources with a budget of $2-3M.

Agile Scrum methodology used in the .NET framework software enhancements completed during the projects. Facilitated daily standup meetings to maintain the accuracy of project schedules, setup and attended sprint planning meetings, and participated in the creation of user stories.

Managed a small team of project managers to carry out the implementation of intraday task management software and integrations while at the same time managing projects myself.

Worked leading cross-functional and virtual teams in completing project tasks in a timely and efficient manner as members of the project teams.

Managed from initiation to rollout a mobile application for use in retail stores to perform task management at each of the retail locations through the use of an iPad.

Consulted with clients to identify key requirements, defined projects’ scope, develop project plans and schedules, and provide leadership to internal teams on project. Facilitate issue resolution. Prepare and present timely status reports to clients and internal senior management. These projects included both software and infrastructure. The software was SaaS based which required connectivity to customer sites for the purposes of task delivery. This was usually done through the use of a secure VPN.

Served as liaison between clients and staff, earning their confidence with reliable follow-through and clear communications.

Managed project closures to capture lessons learned, determine areas that went well and those needing some improvement to help improve methodologies for future projects for those on the project management team.

Implement and managed complex software development projects using Agile Scrum methodologies within time and budgetary constraints. These projects often involved multiple dependencies inclusive of other customers and vendors, including ACD and WFM connectivity to monitor for appropriate times for task delivery.

Mentored, directed and guided project management staff in an effort to improve skills, learn from mistakes and help them to grow as employees.

Senior Project Manager

StarPound Technologies, Inc. - Atlanta, GA December, 2008-July 2010

Managed the implementation of systems using Agile Scrum methodology to supply parts to customers through an automated business process to improve the customer response time. This system began with either a web interface or IVR to initiate the part need and progressed through the system until delivery. Delivery time improved by 80% and thus improved customer satisfaction accordingly. Management began with inception and finished at installation. This system now handles over 1000 orders per week.

Managed the implementation of a financial services contract to develop a large credit application that was utilized by more than 300 independent banking facilities in Peru and encompassed the software for their in house call center.

Managed the implementation of a warehousing and logistics system for use to process over 20,000 transactions per month throughout the U.S. via VOIP communications, as well as rolling out new hardware to support their connectivity to the host site (PC’s, hubs, routers, etc.).

Created and implemented a Software Change Management process.

Created and implemented a Project Management company manual.

Implemented project metrics and resource allocation dashboards.

Created and implemented a project customer satisfaction survey.

Created and implemented customer signoff documentation at the conclusion of projects.

Created a database of lessons learned and had team reviews at the beginning of each subsequent project.

Created and implemented all project plans, i.e. risk, human resources, cost, scope, etc.

Adhered to project budgets and brought projects in on time and in budget.

Creation and adherence to project schedules.

Project Management Consultant

AT&T Mobility, Inc. - Atlanta, GA January, 2008 - December, 2008

Managed infrastructure and network based projects. The scale and scope of the projects range from $1M to $100M.

These projects covered all parts of the infrastructure and networks for AT&T Mobility and primarily encompassed capacity expansion as well as some software changes associated with these expansions working with data center managers and IP engineers.

Senior Management, Technical Services - Project Management

Scientific Games International - Alpharetta, GA February, 1989- August, 2007

Consulted with clients to identify key requirements, defined projects’ scope, developed project plans and schedules, provided leadership to internal teams on projects and daily production issues. Facilitated issues resolution. Prepared and presented timely status reports to clients and internal senior management.

Project managed the transition of the software from a mainframe, Cobol system to a server based, .NET framework system. This involved extensive system requirement creation, development and software quality assurance.

Directed a CMMI (Capability Maturity Model Integrated) process initiative resulting in expansion to all company departments. The outcome was a reduction of software modifications by 20%. Subsequently selected to mentor and train executive management and peers. Directed Process Improvement initiative across 300+ employees on Project Management Workflow, Software Development Life Cycle, Configuration Management, and Operations Management.

Project managed all aspects of a merger of a purchased company. Responsibilities included in-house software integration, asset and employee integration analysis, relocation and integration of retained assets and employees, labor management/union coordination of layoffs and outplacement.

Directed the planning, design, production and implementation of a web-based product that allowed for internet sports betting in Europe. The product was delivered on-time with resulting revenue of $200M a year.

Directed the planning, design, production and management of online applications of $20M in computer systems, POS terminals, communications equipment, etc., for $150M in revenue. Directed similar software implementation projects in New York, Maine, Iowa, Maryland, and South Carolina as well as France, Peru, Philippines, Jamaica, Iceland and Mexico.

Supervised project teams including programmers, web-designers, database administrators, technical support and other internal project staff.

Met regularly with project work groups to monitor and evaluate the projects, discuss issues and formulate resolutions.

Served as liaison between clients and staff, earning their confidence with reliable follow-through and clear communication.

Managed development and implementation of in-house and client training programs reducing ramp-up time, improving customer service, greatly reducing client complaints, and increasing profits for both the company and each client program.

EDUCATION

Master of Arts, Theology – Regis University – Denver, CO

Bachelor of Arts, Theology – Spring Hill College - Mobile, AL

Associate of Science, Business Management – Norwich University - Northfield, VT

Certifications

PMP

Green Belt – Six Sigma

Association Affiliations:

PMI (Project Management Institute)

WIT (Women in Technology)

TAG (Technology Association of Georgia)

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