Terri Hoerz, PMP, ITIL

414-***-****

abk4zi@r.postjobfree.com

Results-driven Senior Project/Program Manager with proven ability to manage

large projects and facilitate and enable change seeks intellectually

challenging opportunity

INDUSTRY EXPERIENCE

. Banking/Finance . E-Commerce . Insurance

. Warehousing & Supply Chain . Government . Criminal

Justice

. Manufacturing . Retail . Healthcare

PROFESSIONAL SKILLS

Project Management Methodologies: . PMBOK . SDLC . RUP . Ten Step . PMO .

Six Sigma

Development Methodologies: . Agile (SCRUM) . Waterfall . Reverse

Engineering

Software: . MS Project . Clarity . SharePoint . SAP . SOA . CIM/CRM .

Ceridian . PeopleSoft . Oracle

. COGNOS . Visio . Quality Center . Remedy . PROTECT . FACETS . MS Office

products

Hardware: . Mainframe . Client Server . Unix . VMWare . MS Project Server

. VPN . AIX Server

Analytical Skills: . Strategic planning . Financial Forecasting . Risk

Analysis . Process Improvements

Soft Skills: . Excellent communication skills . Solution driven . Foster

and manage expectations

CERTIFICATIONS/EDUCATION/KNOWLEDGE

. PMP certified

. ITIL certified (Foundations)

. MBA (Global equivalent)

. Certificate: RFID/Kiosk Technology - UW-Madison

. COBRA/HIPPA/FAR/OFAC/SOX/PCI Compliance knowledge

PROJECT/PROGRAM MANAGEMENT OVERVIEW: As a Project Manager for over 15

years, I have routinely performed the following tasks:

. Communicate with stakeholders and provide weekly status updates on

program/project performance

. Implement change management processes

. Design solutions that meet business needs and strategic direction

. Create roadmaps to drive planning for new products, upgrades,

conversions, migration projects

. Meet with stakeholders and/or project sponsors to identify business

requirements and project objectives

. Drive program based initiatives to ensure timely project delivery

. Identify/monitor risks and implement corrective actions

. Understand, clarify and communicate expectations

. Lead functional and technical teams toward one unified vision

. Create Charters, WBS, SOW, RFP's and other project related documents

. Manage timelines/budgets and submit change requests as needed

. Ensure service delivery teams are in place prior to transition new

product/services

BUSINESS/OPERATIONAL MANAGEMENT:

. Sets focused goals around specific initiatives

. Drive revenue by implementing process improvements and prioritizing

projects within the portfolio

. Applies principles of logical thinking to solve problems and create

practical solutions

. Delivers engaging, informative, well organized presentations

. Create/apply formal governance processes to ensure consistent

participation with teams

. Accurately forecast costs, revenue, consumption of resources

. Understands basic revenue models, Profit & Loss, Top-Down Estimates

. Create best practices, technical bulletins, training guides and

methodology frameworks

. Coordinate project team activities, provide leadership, obtain consensus

and carry out problem solving skills to foster a healthy team experience

PROFESSIONAL EXPERIENCE

Kohl's Corporation October 2009 -

current

Senior Project Manager e-Commerce

Project Highlights: As part of the e-Commerce team, I manage the day-to-

day operations of all infrastructure projects within the program supporting

multi-channel e-Commerce (kohls.com, credit/finance, Kiosk).

Additional Tasks:

Oversees planning of budgets, deployment plans and provide operational

support within the program.

Creates and maintains strategic roadmaps for the portfolio to avoid

collision of projects and/or resources.

Maintains awareness of companion projects and effectively manages

deliverables to ensure non- conflicting requirements.

Work with IT partners to understand and document information flows to

create open-architecture solutions.

Generates business cases to support business requests and substantiate

budgets

. Creates deployment plans to ensure configuration and release

management standards are met.

. Identify and document business rules and algorithms to design

architectural solutions for data management, caching and serving up pages

using remote access partners.

. Facilitates director level meetings to communicate requirements,

project schedules and ETC's.

. Minimizes exposure to risk by early identification and managing them

to the project plan.

. Manage budgets and conduct top/down estimates prior to gate reviews.

. Assist other project managers to prepare for the gate reviews to

ensure compliance.

. Work with Resource Managers to on board new resources, award

contracts.

. Create RFP's for purchase of non commodity hardware.

. Select vendors to fulfill procurement orders.

. Track/Manage Quotes/Purchase Orders/Invoices.

Accomplishments:

. Created and implemented a Development Support Model to provide 24 X 7

support during peak testing prior to deployment of monthly releases.

. Instrumental in bringing together business partners, solution architects,

and IT teams to design and implement new QA and Test environments as well

as define Build and Deployment processes to support each environment.

Environment: Clarity, Oracle, Unix, VMWare

Fiserv, Inc. June 2009 -

October 2009

Project Manager-Premier Banking Group PMO

Project Highlights: As part of the PMO, I was responsible for implementing

new processes, auditing projects, and ensuring a smooth transition of

services to operations.

Additional Tasks:

. Created integration service models to identify interoperability and

potential gaps for delivery teams.

. Managed relationships between installers, conversion teams, operations,

and other project managers.

. Provided clear direction to team during regular meetings to discuss

tasks, action items and open issues.

. Created technical bulletins to communicate configuration changes PMO

pushed to clients via service network.

. Managed client service portfolios including service catalogs and Service

Level Agreements.

. Decommissioned services for expired and/or obsolete products.

. Work with Account Executives to provide quotes for customized projects.

Accomplishments:

. Created/implemented a new 'deposit automation' process that streamlined

requests and provided PMO with client site details prior to dispatching

field services.

. As a special request, I was asked to gather requirements for the HR

department who was implementing PeopleSoft.

Environment: FACETS, Unix, Premier Bank teller, PeopleSoft

Metavante February 2008 - April

2009

Sr. Project Manager-Global Banking

Project Highlights: As part of the Global Banking business unit, we

developed a new Global banking interface that extracted personal account

data from the core banking deposit/loan systems as well data from external

systems of record (SOR) to create a 'total customer portfolio view of

accounts'.

Additional Tasks:

. Created a dedicated 'user experience' by facilitating focus groups and

conducting surveys to assist in the design and navigation of the core

banking framework.

. Oversaw requirements gathering and the creation of functional/technical

design specifications.

. Worked with Metadata team to help Business Analysts identify and map data

elements between the Core Banking System, SOA services and the Global

Banking User Interface.

. Facilitated defect meetings to determined severity of defects, impact to

the project and put into action the procedures identified in the Quality

Standards and Risk Management Plans.

. Ensured the project scope, deliverables and quality standards were being

met by conducting scheduled phase reviews.

. Trained 2 LPA (Leadership Program Associate) students to become junior

Project Managers.

. Worked with service delivery teams to ensure a seamless hand over of the

product.

. Created the Post Project Assessment report and shared lessons learned

with the project team.

Accomplishments:

. Implemented a Change Control process that tracked scope and budget

changes throughout the SDLC.

. Acting Program Manager when they were unavailable

Environment: MS Project, SOA, Remedy, Quality Center

Milwaukee County District Attorney's office March 2005 -

February 2008

Senior Program Manager

Project 1 Highlights: Replaced an outdated Legacy Case Management

application with a case management application developed by the State of

Wisconsin. The Case Management application was similar to an SAP in that

it contained 6 functional modules that pulled data from the customer master

record, as well as interfaced with the Milwaukee Police Department e-ticket

system, and the Milwaukee Sheriff's booking system.

Successfully implemented a Organization Change including reverse

engineering of all work flow processes, redefined roles & responsibilities,

and implementing a global training initiative.

Additional Tasks:

. Shadowed and documented workflows for all units within the District

Attorneys office.

. Analyzed the current workflows and compared to the new case management

system inherit flows to determine gaps.

. Assembled use case models and business process models that represented

the 'future' state.

. Created a PMO to assist the County in creating standard forms and

templates to produce Criminal Complaints, Warrants, Subpoenas, and other

legal documentation.

. Ensured the project scope, deliverables and quality standards were being

met by conducting internal reviews and obtaining feedback from project

team.

. Redesigned statistical reports used by the County to obtain funding from

various criminal justice partners such as The Department of Justice and

The Department of Corrections.

. Rewrote job descriptions and roles & responsibilities.

. Worked with IT Systems Team to determine data conversion efforts and over

saw the data migration including determining requirements to avoid

duplication of records.

. Communicated with the Executive Committee, County Executive, and the

District Attorney by attending their weekly committee meetings to provide

project status updates.

. Created and managed the implementation of a global training initiative to

train clerical and legal staff on the new case management system and the

associated work flow changes.

Accomplishments:

. Successfully encouraged county employees to embrace change by involving

key individuals in the re-engineering processes and definition of new

roles.

. Instrumental in creating a 'shared vision' in an environment where

political and project agendas varied, and team dynamics were strained.

Environment: PROTECT, Remedy, CICS

Milwaukee County-Department of Human Resources

Senior Project Manager

Project 2 Highlights: Implement Ceridian Payroll, Time & Attendance,

Benefits systems

Additional Tasks:

. Documented workflows for old benefits system.

. Worked with county employees to determine how new system would impact

workflows.

. Documented new flows (including Kiosk enrollments) as part of training

efforts.

. Met with department leaders to understand reports generated including

usage, distribution groups and purpose.

. Managed, and facilitated communication with cross-functional teams.

. Managed the schedule for implementation based on calendar events and year

end reporting expectations.

. Managed the implementation and training schedules for County employees

. Served as liaison between the County project team and the vendor

(Ceridian) to ensure the project was completed on time and within budget.

. Worked with IT Systems team to determine data conversion/validation

efforts.

. Ensured COBRA and HIPPA regulations were being met with the new

application and were also considered and adhered to during the data

conversion and verification process by implementing various security

procedures.

. Updated project documents and received status updates from the vendor and

communicated those updates to the County project team via weekly team

meetings.

. Oversaw testing initiatives to ensure modules were performing correctly.

Accomplishments:

. Conducted brown bag lunch meetings to train county employees how to use

the application prior to implementation.

. Implemented a Self Service Kiosk for recruiting, benefit enrollment, time

& attendance tracking.

Environment: Ceridian, CICS, Kiosk

GE Healthcare, Inc. (Clinical Systems) May 2002 -

February 2005

Senior Project Manager

Project Highlights: Implemented a new sales and marketing tool (Sales

Workbench) to drive consistent pricing behavior among multiple business

units. This tool sat between the SAP CRM and the SAP Sales Distribution

modules and maintained pricing analytics, which were extracted and analyzed

using COGNOS.

Upon successful completion of SCRUM iterations, I began working with

Modality Pricing Leaders to identify pricing strategies and work with the

design team to further refine how SWB should function.

Additional Tasks:

. Conducted daily stand-up meetings, reviews and planning meetings.

. Designed escalation paths for approving quotes, large deal initiatives

and special promotions.

. Functioned as liaison between Pricing Managers, Sales Force, and SWB

Design Team.

. Worked with modality pricing leaders to determine global pricing

strategies, sales promotion criteria and contract attributes used to

generate sales quotes in SWB.

. Adhered to PMO standards and worked with PMO office to obtain variances

as needed.

. Developed and maintained project plans, risk assessments and performance

metrics to support implementation activities.

. Created/Managed the issues log and ensured all were resolved prior to

stakeholder sign off.

. Worked with outside vendors on contracts, procurement and project

deliverables.

Accomplishments: Established pricing methodologies and matrix to build

'large deal' contracts that spanned multiple business lines within GE

Healthcare.

Environment: Sales Workbench, CRM, COGNOS

Johnson Controls, Inc January 1998 - May 2002

QA Project Manager

Project Highlights: Implemented an SAP Logistics/Data Warehouse

application. Facilitated an Oracle upgrade, and advanced the application

to handheld devices allowing automated remote maintenance syncing using

Windows CE.

Additional Tasks:

. Implemented a change control process.

. Managed testing schedules/iterations.

. Facilitated user acceptance testing and obtained sign off from

stakeholders.

. Documented process flows using Visio.

. Created a Best Practices guide to assist in future Quality Assurance

testing initiatives.

Accomplishments: Created a change control process that reduced unauthorized

changes.

Environment: MS Project, Data Warehouse, SAP/ERP

Northwestern Mutual Life Insurance Company 1996 - 1998

Quality Assurance Lead

Project Highlights: Worked with a development team to design an

application to support a new Life product.

. Managed the QA team.

. Defined and managed QA standards and methodologies.

. Coordinated design changes and reviewed results with stakeholders.

. Created prototypes to provide early design concepts and functionality

for stakeholder approval.

. Defined testing requirements.

. Conducted defect meetings and identified and ranked

. Created Functional Design Specification documents.

. Worked with technical team to convert functional designs to technical

design documents.

. Provided cost/time estimate to Project Managers.

. Created metrics documents for tracking requirements to functionality.

. Provided direction to less experienced testers.

Accomplishments: Successfully rolled out a QA team, methodologies and

created best practices guide

Environment: Windows, Oracle, Crystal Reports, MS Project

Cyber-Dog Internet Marketing Solutions 1990 - 1996

E-Commerce Project Manager

Project Highlights: Worked with clients to create an identity and use the

Internet as a marketing tool to sell their goods and services.

. Met with clients, gathered/documented business goals for Internet

marketing campaigns.

. Created on line surveys, payment and shipping methods that met the

business strategy.

. Coordinated technical teams to ensure the functionality met client

expectations.

. Created on line catalogs and banner advertisements.

. Authored functional design documents.

. Communicated functional design specifications to technical team.

. Performed testing of web sites and Internet related functionality.

Environment: e-Commerce, WebStore

Waukesha County Technical College 1998 - 2005

Part time Instructor (employee)

. Taught technical classes: Internet, Microsoft applications

. Monitored the training lab to ensure students received the technical

support they needed

Contact this candidate