Project Manager Quality Assurance

TRACY IMMERSO

* ******** ****

Huntington, Connecticut 06484

203-***-**** ********@*********.***

PROFILE

Accomplished, Multi-Talented IT Professional

Career Overview

Background features a record of performance, productivity and professionalism in highly visible, increasingly responsible roles

requiring technical knowledge and multiple business skills. Career includes significant responsibility and achievement in technical

design/development, project management, systems analysis, and leadership.

Key Strengths

Excellent analytical, technical, and managerial skills. Communication (both written and oral) a particular strength. Proven ability to

work effectively with individuals from all functional areas and at all levels of an organization. Self-starter with a high level of

initiatives. Highly organized, professional, customer-focused, and dedicated team player. Quality-driven with a meticulous

attention to detail. Thrives in a fast-paced environment; keen ability to multi-task.

Technical Summary

Experienced with a wide variety of languages and applications including: COBOL, IMS, DB2, QMF/SQL, VB, MS Office Suite (Word,

Excel, Access, and Outlook), Panagon, P8, Mercury IT Governance (WMS and Workbench).

Praised for Professionalism

(Quotes from Performance Reviews and Unsolicited Letters)

“an outstanding job”. . . “strong analytical skills enable her to assess and react to any situation”. . . “great with clients - many ask for

her specifically”. . . “not only does she have high standards for herself, she holds the (people) with whom she works to the same

quality expectations”. . .“her leadership skills are evident in the way she coaches, mentors and develops her team”. . . “very

independent”. . . “made clients her priority”. . . “displayed outstanding teamwork in meeting the project deliverables”. . . “very easy

to work with” . . . “far exceeded expectations”

EXPERIENCE

AT&T (formerly SBC/SNET) – New Haven, Connecticut (1987-1998; 2001-2008)

Regional Workforce Manager (2006-2008)

Primary staffing manager for IT executives in the Northeast and Bellsouth regions to the AT&T Centralized Development Team (an

internal pool of consultants on temporary assignments varying in length from six to eighteen months). Matched client demand to

the talents of available pool members, ensuring coverage of all business needs while maximizing cost-effectiveness. Maintained

strong communication and excellent working relationships with clients from multiple departments and at all levels of the

organization. Prepared and presented staffing and financial reports for key IT executives. Designed forecasting methods for future

staffing needs and developed metrics for the CDT balanced scorecard.

Managed resource pool to virtual full utilization in 2007, 2008.

Developed model to staff Project Managers across IT organization, maximizing the use of internal resources to defray the cost

of outside vendors. Refined PM training process to allow for placement in increasingly responsible roles. Assembled staffing

team and implemented solution.

Developed algorithms and process enhancements for CDT HRIS platform (WMS) which resulted in measurable improvements.

Provided training and guidance to pool members to facilitate growth and add value to the organization. Conducted training

class on interview skills.

Staffed workforce for Lightspeed (a major company initiative involving AT&T’s entry into the highly lucrative cable television

market) and Bell South Merger projects. Placed project managers, requirement analysts and skilled developers in critical roles.

Promoted to second level management in 2007 to lead a team of 5 staffing managers.

Recipient of AT&T Key Contributor Award: 2007, 2008.

Tracy Immerso/Page Two

Project Manager (2004-2006)

Co-chaired project management responsibilities on critical 2-year initiative (EBF) to convert from SNET Billing Format to AT&T.

Designed, managed, and implemented changes across multiple functional areas. Conversion required database redesigns, data

modifications, and the adoption of a new graphics package. Project team consisted of over 40 systems analysts and utilized

EXPRESS, a Six Sigma methodology. Perform quality assurance and release management.

EBF project implemented on time and with minimal defects (SNET EBF Conversion defects - first year post implementation: 4;

Average Bell Company EBF Conversion defects - first year post implementation: 125 )

Recognized for exceptional contribution to the mission of the organization. Worked closely with analysts, vendors and billing

support.

During the EBF conversion lifecycle, several applications were off-shored. In addition to the complexities of the project,

overcame barriers of language, culture and technology to produce a superior solution.

Senior Programmer Analyst/Technical Team Lead (1987-1998; 2001-2004)

Served in increasingly responsible technical and team leadership roles over two periods of employment on the Customer Records

and Billing (CRB) system. The CRB database is considered to be the company’s core data warehouse for financial and customer

records and drove all company revenue. Starting as a member of the CRB Maintenance Team, responded to system failures and

performance issues, often operating under intense deadline pressure. As a Subject Matter Expert (SME), independently designed

complex software solutions and performed detailed data analysis. Promoted to technical team lead: translated business

requirements on high priority projects and initiatives to detailed system specifications. Supervised up to 6 programmer analysts, and

communicated extensively with business client organizations.

Designed and implemented system enhancements. Provided quality assurance for all system coding changes, resulting in a 45%

reduction in production outages/failures over a two year period.

Key participant in SNET America Inter-State Billing project, which designed and delivered a complex solution to capture tax

revenue for out-of-state calls. Designed a new state tax system.

Lead manager on SNET IT Task Force, directing the transfer of data center from New Haven to St. Louis. Overcame significant

logistical, technical and human resource challenges. Delivered result with minimal disruption to business.

Designed and implemented the CRB technical component of SBC/SNET’s compliance with Sarbanes-Oxley.

Selected by senior management to maintain and enhance the E911 subsystem, one of the prestige projects in the company.

Designed complex, high level business requirements and system specifications for EBF project to over 120 system components.

Collaborated with external vendors and internal clients to devise most reliable approach.

DATA SYSTEMS, INC. - Shelton, Connecticut (1998-2001)

Staffing Specialist – Gained initial human resources experience as a key member of a small IT staffing agency. Performed HR

generalist duties, responsible for compliance with HR best practices in addition to all HR reporting. Managed recruitment and

selection process. Reviewed resumes, interviewed and assessed candidates for placement. Worked with individuals from a wide

range of technical areas of expertise, with focus on high level DB2 and COBOL programmers. Negotiated rates and placement

dates with clients. Helped owner to compete and succeed in a very dynamic labor market.

Secured placement of over 25 consultants, driving company annual revenues up to $1 million/year.

Primary contact for the company’s largest accounts – including Yale New Haven Hospital, Bayer Pharmaceuticals, Nine West

and Sikorsky Aircraft.

EDUCATION

UNIVERSITY OF NEW HAVEN – New Haven, Connecticut

Master of Business Administration Magna Cum Laude GPA: 3.71

FAIRFIELD UNIVERSITY – Fairfield, Connecticut

Bachelor of Science, Mathematics and Computer Science Cum Laude GPA: 3.57

Professional Development

Numerous courses, workshops and seminars throughout career on topics in

technology, operations, service, leadership and management. Details available upon request.

Contact this candidate