Project Manager, Software Implementations, Customer Service

JLL / BRG (Dallas, Texas)

February **** – Present

Solutions Manager

Professionally and proactively managing activities and processes relating to the implementation of solutions and services

Translate client’s needs into actionable activities capable of support from internal departments

Be responsible for managing the scope, cost, schedule, and contractual deliverables, which also includes applying techniques for planning and tracking, change control, and risk management

Manage project resources and establish effective communication plans with the project team and the customers as well as providing day to day direction to the project team and regular project status updates to the customer.

Act as matrixed manager to non-direct reports to mentor them and assisting in building their skill sets while also acting as their project manager (in some cases) to assign / delegate tasks that would drive their workload.

Use company’s project management tools and procedures to coordinate interdepartmental activities and ensure quality, accuracy, efficiency and on-time delivery of client projects.

Team management experience, including leadership of a mid-sized (8-12 person) cross-competency team across a suitable range of project types (tech-heavy, design-intensive, etc.)

Create project related documents which includes SOWs, Change Request, Change Orders and Sub-Contract Agreements w with clients and vendors

Lead Discovery and Design sessions onsite with clients to finalize system design (including integrations), deliverables and system outputs

Develop project plans, coordinate staffing, monitor project-specific costs, and analyze results to ensure timely project completion and overall project success

Monthly budget-to-actual variance analysis to control expenses and increase revenue potential

Travel 40% of the time and worked remote 60% of time

NCR / Retalix (Plano, Texas)

June 2013 – February 2015

Project Manager

Managing software implementations for tier 1 and 2 customers using an agile approach and serve as the customer’s focal point for all operation related issues including technical requests, project schedule, budget and resources

Provide leadership, direction and coaching for the client and internal project teams through proven methodology.

Demonstrate strong communication and relationship management skills as well as build trust of the customer

Project plan management including creation and maintenance of internal and external project plans, planning of release cycles, formulating and defining project scope and risk management

Version control of client software and managing Release Activities

Work with a team of technical project managers and R&D on all technical aspects of the project including design, integration, QA, and support

Evaluate and make recommendations for the evolution of business applications and Change Management

Contribute to strategic planning initiatives for assigned area(s)

Manhattan Software (Frisco, TX)

May 2011 – June 2013

Program Manager

Manage client software implementations of Manhattan modules – project portfolio range was from $800K and above

Manage client’s implementation from beginning to end to ensure client’s business requirements are met and design meets expectations.

Create SOW for and Change Orders for project implementations

Lead Discovery and Design sessions onsite with client to finalize system design, deliverables and system outputs

Lead business process evaluation and re-engineering activities based on industry standards and best practices

Work with sales to determine project scope and objectives, cost estimates and phasing to develop the Statement of Work

Develop project plans, coordinate staffing, monitor project-specific costs, and analyze results to ensure timely project completion and overall project success

Prepare extensive budgets and perform monthly budget-to-actual variance analysis to control expenses and increase revenue potential

Served as first point of escalation for project manager to resolve any issues, concerns or questions

Acted as project manager’s manager to provide guidance on decision making, project tasks/deliverables and resources

Manage a multi-function internal implementation team (15-30 people) throughout the process

Interact with senior and executive management to ensure company and project objectives are met

Travel 40% of the time and worked remote 60% of time

Own relationships with customers, ensuring complete customer satisfaction and reference ability

Work directly with customer’s project manager and business users to achieve joint goals and objectives

Proactively review project scope and determine change order requirements and financial / project impacts

Serve as liaison between customer and development team to ensure customer needs are understood and communicated effectively

Manhattan Software (Frisco, TX)

September 2007 – May 2011

Project Manager

Manage client software implementations of Manhattan modules – project portfolio range was from $100K - $700K

Manage software implementation project from beginning to end to ensure client’s business requirements are met and design meets expectations. Upon end of project, my role also included transitioning to support for post go live assistance

Work with sales to determine project scope and objectives, cost estimates and phasing to develop the Statement of Work

Develop project plans, coordinate staffing, monitor project-specific costs, and analyze results to ensure timely project completion and overall project success

Prepare extensive budgets and perform monthly budget-to-actual variance analysis to control expenses and increase revenue potential

Own relationship with the customer, ensuring complete customer satisfaction and referencability

Manage a multi-function internal implementation team (6-12 people) throughout the process

Work directly with customer's project manager and business users to achieve joint goals and objectives

Serve as liaison between customer and development to ensure customer needs are understood and communicated effectively

Interact with senior and executive management to ensure company and project objectives are met

Conduct design workshops and training

Provide customer support and issue resolution during active implementations

First American Title Company (Westlake, TX)

December 2004-September 2007

Financial Analysis Manager

Assist in preparing financial proposals

Report analysis; Facilitate accounting reports for the accounts payable and receivables department

Act as a liaison for the customer service department and the accounting department

Conduct meetings as necessary, which includes conference calls and team meetings

Analyze and report financial discrepancies and improvements

Reconciling reports for billing purposes

Facilitating new methods for accounting and customer service to improve business work flow

Conduct financial analysis to determine discrepancies with receivables and payables

EDUCATION

Keller Graduate School – Dallas, Texas

Masters of Business Administration (2004)

Masters of Information Systems Management (2003)

DeVry University – Irving, Texas

Bachelors of Science in Information Technology (2002)

Bachelors of Science in Accounting (2000)

PMP Certification

September 2010

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