Project Manager Management

KIMBERLY P. RAINEY

******.********@*****.*** 678-***-****

PROFESSIONAL EXPERIENCE

• Over Thirteen years of experience in Infrastructure and Project Management to include; Production Acceptance,

Change and Release Management, Help Desk/Call Center and Customer Service solutions, Product Management,

Product Development, and Life Cycle of products and services to stakeholders.

• Provided leadership using Waterfall, ITIL, and Agile Methodologies.

• Experienced in Capacity Planning and analyzing resources.

• Windows 7 Migration.

• Developed strong professional relationships with multiple roles and levels.

Strong written and verbal communication skills. Able to effectively communicate with senior

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management, third party vendors, technical staff, as well as non-technical end users.

Excellent quantitative analytical skills.

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The ability to absorb large volumes of technical data and develop concise solutions in addition to translating into

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non-technical terms for stakeholders and other interested parties for updates.

• Powerful and effective organizational and planning skills.

• CRM Industry knowledge & experience.

• Strong ability to influence and persuade when permissible.

Extensive knowledge and experience proficiently handling complex mission critical projects

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under extreme time constraints.

Mobility data service inquiries related to LTE/ GPRS/ EDGE/ UMTS/ SMS/ MMS devices including but not limited

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to PC Wireless Cards and GSM/UMTS handsets.

INFRASTRUCTURE EXPERIENCE

• Desktop Deployment/Upgrades

• VOIP

• ISIS Incubation and Implementation

• General IT

• Video Conferencing

TOOLS/METHODS

• PMI/PMBOK

• WATERFALL METHODOLOGIES

• AGILE METHODOLOGIES

• ITIL

• MS SHAREPOINT

• MS PROJECT

• JIRA

• CRM

• PRIMAVERA

• SCRUM

• SAP

• ERP

• CLARITY

• VM WARE

• BMC REMEDY/SALESFORCE

CERTIFICATIONS

• A+ CERTIFICATION

• PROJECT MANAGEMENT NETWORK

TECHNICAL SKILLS SUMMARY:

Software: SharePoint, Windows 8, Project 2010, MS Project, Web Project, Microsoft SQL Server,

Rumba, Crystal Reports, Software Licensing knowledge.

Programming Languages: SQL Plus 7.0/PL SQL, Visual Basic 5.0/6.0 DB2, JAVA, ASP, HTML, and Oracle

7.0/8.0.

EDUCATION

Master of Information Technology

American Intercontinental University 2002

Bachelor of Business Administration/Marketing

Clark Atlanta University 1992

Project Management Network Certificate

AT& T Harvard University

2011

SUMMARY OF PROFESSIONAL EXPERIENCE

Operations Analyst/IT Project Manager Atlanta, GA

The Weather Channel 01/2013 – 06/2013

• Drove process to increased performance in Change & Release ITIL activities.

• Facilitated weekly CAB (Change Advisory Board) meetings, updated change management policies and

procedures, and facilitated application needs with BMCRemedy.

• Lead software releases with SCRUM teams using Agile Methodologies.

• Implemented ITIL Production Acceptance Policy and Procedures.

• Windows 7 Migration

• Ensured that a standard Change and Release management methodology policy was defined.

• Served as the Release Management point of escalation and defined improvements within the process.

• Multitasked between multiple projects and project phases as the Sr. Project Manager.

• Participated in Project, Change Management, Release Management and Product Acceptance reviews.

• Coordinated all aspects of a release lifecycle including development/test activities.

Product Manger

AT&T Atlanta, GA 09/2010 01/2013

• Executed testing of new diagnostics hardware/software to ensure accuracy of device diagnostics measures and

KPI’s.

• Work with external ATT stakeholders to drive analytics issues and/or architecture implementation issues to

resolution.

• Developed and maintained processes for testing and validation of new device diagnostics & analytics.

• Identify resolutions and Provide Services that meet Business, Customer, and User Demands.

• Initiate and document solutions for moderate to highly complex analytical and technical activities.

• Release components/Incubated products to live environment using AGILE Methodologies.

• Diagnose and provide a path to resolving data service inquiries related to voice issues,

GPRS/EDGE/UMTS/LTE/CLOUD/Wi Fi, SMS/MMS devices including but not limited to PC Wireless Cards

and GSM/UMTS handsets.

• Implementation and support for tablets and mobile operating systems of Android/Blackberry/Window/Java.

• Interface with local team management and internal and external partners.

Account Manager

AFLAC Associate Atlanta, GA 08/2008 09/2010

• Delivered analysis, review, and estimation of client requests; prepare and reviewed business requirements,

and client documentation; prepare and execute detailed test plans and test cases of services and products;

Act as primary liaison between the client accounts and AFLAC.

• Managed internal/external accounts, other portfolios, vendors, and DT for full life cycle of project.

Development of project definitions, cost/benefit and risk analysis, work plans, progress

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reports, and presentations.

Maintained business requirements for account projects from initial phase to final

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implementation, assuring account requirements meet standards

Fast Start and Super Fast Start Associate Awards within first month and received recognition

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and bonuses.

IT Project Manager

City of Atlanta Atlanta, GA 03/2008 08/2008

• Lead the administrative direction for ISD Desktop Support Team/Call Center and Supervisor.

• Identified IT Solutions/Problem Management within the DOA through process investigation and relevant

statistics.

• Lead point of contact for DOA Customers, vendors and stakeholders.

• Developed specific KPI’s to validate/measure the progress of improvement.

• Planned, organized, and implemented, ISD Customer Care goals and objectives according to ITIL

standards.

• Coordinated and facilitated CAB meetings.

• Developed, implemented policies/procedures and controlled IT Help Desk budget

• Improved Quality Service by administering ISD DOA Annual Focus Group, Web Customer

Satisfaction Surveys, and ITIL standards. Resulting in improved overall ISD customer quality ratings.

• Coordinated project for Windows 7 Migration

• Lead an effort to eradicate NPI on old equipment in order for equipment to be repurposed and sold.

• Prepared various executive reports; analysis, ad hoc reports, and documentation weekly, monthly, and

quarterly, to CIO and other departmental managers.

• Business liaison between the Information Services Department and the Department of Aviation

business units.

Operations Analyst

MARTA Atlanta, GA 11/1996 03/2008

• Managed software programs; HEAT, Trapeze, and Crystal reports CRM tools in a Call Center/Help Desk

Environment monitoring over 300 employees.

• Provided direction using Waterfall Methodologies.

• Coordinated CAB meetings, and implemented ITIL methodologies.

• Provided capacity Planning for fixed route and paratransit. This role entailed that I review and analyze those

resources.

• Enhanced Cost justifiable service quality and updated Sr. Ride Program resulting in operational savings and

efficiency of service.

Directed and presented all service related statistics and reports including, daily, weekly,

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monthly and ad-hoc customer care operations reports.

• Lead the effort to 18+ successful project launches – which subsequently resulted in steering operation mark up

procedures, while working jointly with various departments, management personnel and stakeholders, to

address and resolve scheduling issues.

• Launched team building activities, focus group meetings, newsletters, and program summaries.

• Created and implemented policy, procedures, and process changes

• Coordinated regulatory and legislated hiring practices, while serving as the Human Resources liaison, for the

organization.

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