Manager Project
Resume:
LAURA C. SILVERS
ac1tsy@r.postjobfree.com
http://www.linkedin.com/in/laurasilvers
SUMMARY
Laura is a Senior Project Management Consultant and Business Professional with over 20 years of experience where she has led successful projects through several verticals. Laura has a diverse background, and has regularly helped design processes that help improve efficiency and reduce costs. While working as a Senior Consultant with Ste. Michelle Winery, Laura supported the JD Edwards E1 Implementation where she was also responsible for developing and maintaining documentation for the implementation while also being responsible for conducting systems and integration activities and reconciliations. This included coordinating the TCRP (technical conference room pilot) for the Finance Modules. Throughout her previous experience Laura has a broad range of experience leading major projects including Implementations, Migrations, Quality Improvements, as well as supporting RFP and Vendor management efforts. Laura also has a successful track record working as a liaison between the Business and IT, and is looking for a new opportunity where she can leverage her experience driving implementations, where she can utilize her experience to ensure implementations are completed on time and adhere to stakeholder requirements.
AREAS OF EXPERTISE
Program/Project Management
Business Process Management
Business System Implementation
Proposal Management/writing
Team Building
Change Management
Vendor Management
Strategic Planning
Outsourcing/Offshoring
Quality & Improvement
Training/Development
Forecasting/Budget
TECHNICAL SKILLS
Detailed functional knowledge of CRM, Share Point, SAP 4.6, ACT!, PeopleSoft, Great Plains, and SQL Server Queries. Experience with Oracle (7.1) & Oracle (12.1.3), FTP Software, HTML Editors, and Crystal Reports, Progress-Savvion BPM, Remedy, Clarity, Quality Center (QC).
PC Based CRT skills using IBM AS/400 System
Waterfall & Agile Methodologies; SDLC, Scrum, Software Development/QA processes; Process Improvement.
Experience in traffic engineering, ACD, IVR, and T-1 interfacing.
Experience and additional training in Customer Care, E-911,Coax Cable, Octel, Sonnet Rings, DNIS 500, CDMA, GSM, TDMA/TMA, and Fiber Options, MVNO, and PBX administration.
Experience in database administration for NORTEL (Meridian 1 Option 11-81C); AT&T (G3Vi); MITEL
Experience with analysis and data mapping with Atlys/Convergys, Samson/AMDOCS. Prepaid/RPX, EIP, and CostGuard XG/Info Directions billing systems
PROFESSIONAL EXPERIENCE
Ericsson - Bellevue, WA 12/2016-2/2017
Project Manager/Business Systems Analyst (Senior Consultant)
Support Rapid Response and Report Delivery initiative
Rapid Response and Report Delivery Project was scheduled to kick-off in early January 2017
The client (T-Mobile)decided not to move forward with the project due to other priorities
Rapid Response and Report Delivery was placed ON HOLD for a later date
Ste Michelle Winery Estates - Woodinville, WA 9/2016-11/2016
Business Analyst (Senior Consultant)
Supported the JD Edwards E1 Implementation
Developed and maintained documentation while conducting system and integration activities and reconciliations
Coordinated the TCRP (Technical Conference Room Pilot) for the Finance Modules.
Responsible for incident reporting
Responsible for the Security Workbench Application
T-Mobile - Bothell, WA 11/2012-8/2016
Program Manager/Systems Analyst/ Resource Allocation (Senior Consultant)
Intake/Capacity Planning: managed and reported the assessments for the Billing which included the architects, system analysts, development teams, and management estimates
Reported on Actuals vs Allocations and Month End reporting
Worked with management on resource allocation for projects
Liaison between the business and EIT (C-Hub, Technical Delivery, Offers, Solutions) to manage the weekly feasibility and capital assessment for new projects
Direct Point-of-Contact for all EIT SharePoint sites (~1600 sites) for the SharePoint Online Migration
Managed the site migrations, communicate updates, provide customer support and troubleshooting
AT&T - Redmond, WA 1/2012-9/2012
Senior Consultant
Strategy Manager/Project Manager 4/2012-9/2012
Created roadmaps; prioritized initiatives; and, authored impact assessments
Designed diagrams to depict the Small Business Customer Experience (LBGUPS – Learn, Buy Get, Use, Pay, and Service)
Project managed $50M Small Business Customer Experience initiative
Collaborated with IT to produce estimates for initiatives
Business Analyst 1/2012-3/2012
Resource to gather and created Business and System Requirements for the Business Integrated Domain project (e-Commerce project for small businesses)
Responsible for Business and System updates in RequisitePro
King County - Seattle, WA 9/2011-2/2012
Report Lead/Project Manager/Technical Writer (Senior Consultant)
Part of the Accountable Business Transformation Program which launched January 3, 2012 (Oracle R12.1.3 eBIZ and Peoplesoft Payroll, Time and Labor v9.4)
The object of the program was to streamline, standardize, and integrate business processes to enable the county to access timely, accurate, and useful information
The project consisted of implementing 13 modules (Accounts Payable, Purchasing, i-Expense, i-Procurement, Inventory, Accounts Receivable, Order Management, Fixed Assets, General Ledger, Projects and Grants, and Cash Management), and 70 side systems from different agencies to interface with the Oracle EBS Financial system at go-live
Initially hired to compile several project plans and identify gaps, and determine the critical path
Compile several project plans to create Master Project Plan for “Go Live”; identified gaps and determine critical path
Created the business requirements for 30 critical reports required for “Go Live”
Created proposal for Offshore resources/team to assist in the development of the reports
Led/participated in analysis, development, testing, break/fix, delivery/sign off of all 30 reports; successfully delivered 29 of the 30 reports. The 1 report that was not delivered was refined and ready shortly after “Go Live”
Consolidated and created the King County Post Production Support document and the Operations Manual
T-Mobile - Bellevue, WA 6/2011-8/2011
Portfolio Manager for Enterprise System Information Management (BI) (Senior Consultant)
Short-term assignment to update project status and provide metrics for the 2011 IT Projects (Oct release)
Created weekly Executive Reports on the status of Business Intelligence projects
Daily/Weekly/Monthly reports for resource management in Clarity and via spreadsheets
Created presentations for the Business Intelligence organization on process/procedures to be used for the anticipated AT&T acquisition
AT&T - Bothell, WA 6/2009-5/2011
Sr. Business Consultant – Process Management & Support ref “Business Manager” in EIT
Supported the NSB (New Site Build) Process & Procedures for the Progress Savvion Business Process Management application tool
Analyzed and wrote requirements, specifications, business processes and recommendations related to proposed solution
Create process flows and software requirements for the development team using the AT&T ITUP process for other EIT initiatives
Provide testing (QAT/UAT) and implementation support for the Progress Savvion BPM application including supporting the development of communications and procedures documents
Ensured issues/”bugs” were identified, tracked (Quality Center), reported, tested, and resolved in a timely manner
Mobile Entertainment Forum - London, England 12/2009-6/2010
Policy & Initiatives Manager (Consultant)
Worked as a Consultant supporting the M-Commerce Initiative
Draft project plan, plan meetings, engage with MEF members, compile and deliver marketing reports in North America for global initiative
Provide advocacy, advice, and facilitating dialogue between key stakeholders
Event and panel coordination for CTIA in Las Vegas (March 2010)
Consolidated global information from MEF members to co-author the initial M-Commerce guide (launch June 2010)
T-Mobile USA - Bellevue, WA 5/2008-5/2009
Sr. Project Manager (Consultant)
Project: Nuance Mobile Care/ SNAPin Device Self Care Client 11/2008-5/2009
Created processes/procedures and facilitated/rained the teams to support Operations for a multi-million dollar initiative estimated to save $4M in 2009 by reducing the number of calls to Customer Care simply by offloading initial tier troubleshooting to the customers’ handsets
Partnered with Product Development, Engineering Operations, Customer Care, IT Operations, IT Applications Support, and Nuance to develop, document, and deliver process-centric solutions for Incident Management Support
Led & facilitated process discovery, analysis, modeling, design, improvement, & optimization work for their Remedy and HOMER Trouble Ticketing systems
Created Change Control / Change Management process for the project
Researched, developed, and implemented standard operating procedures including policy/procedure/process improvements, tools and methods to support the launch and the program
Senior Business Process Analyst 5/2008-10/2008
Project: SunCom Wireless Conversion (1.2M subscriber acquisition/conversion)
Coordinated and drove the system migration efforts for the SunCom Wireless insurance subscribers ($2.1M)
This included working with Legal and Compliance on contracts and adhering process workarounds with insurance providers (eSecuritel, Assurant, and Asurion) for a successful migration that was virtually seamless to the customers
Led process discovery, analysis, and improvement for both frontend and backend for insurance touching Billing, Supply Chain Management (Brightstar and Brightpoint), Customer Care, IT, and Business Operations
This included requirements and testing for the mapping from Atlys/Convergys billing system to Samson/AMDOCS and the creation of device substitution matrix
Provided documentation and facilitated communications/training with the Customer Care, Retail, and Business Operations to both SunCom and T-Mobile employees to ensure systems were ready and processes/procedures in place both for the handset protection
This involved re-creating marketing materials, new device line up, and a substitution device matrix
Visto (Good Technology) - Redwood Shores, CA 12/2007-4/2008
Project Manager / Analyst
Responsible for the TTM (Time to Market) for CDMA and GSM devices rolled out to North America
Managed the end-to-end program between the Carriers (Telus, Rogers, Vodafone, T-Mobile/Germany, Sprint) and device/handset manufacturers (Nokia, HTC, Samsung, SonyEricsson, Palm, HP, and LG) to ensure all handsets offered by the mobile service provider had a branded Visto client by the time the device/handset was commercially available by the carrier between three major development centers (China, UK, and US)
Ensured necessary tools/resources to the US based engineers to ensure 24\7 development and support. Position required constant update to project plans, numerous conference calls, escalated sign offs, and fielding new information from third party vendors such as MicroSoft, Google, and AOL (premium connectors)
Streamlined processes to include metrics, tool gates, milestones, and better reporting
GreatCall, Inc. - Jitterbug - San Diego, CA 3/2007-4/2008
Program Manager
Successfully launched the retail channel for the Jitterbug’s handset on-time, in budget, and scalable to expand product access to Best Buy, Sears, CVS, Radio Shack, and QVC stores nationwide. This included planning/managing/executing the retail channel launch/expansion
Partnered with SCM/Program Management Team at Brightstar (Libertyville, IL) to establish the forward/reverse logistics for the retail product launch
Defined Scope, Staffing, and Schedule with Key Stakeholders. Created the BRD, tracked work performance and provided project visibility for the new Retail launch business model
Provided leadership to Sales Operations and Care to support the Retail Departments
Participated in RFPs and large contract negotiations
Goal Financial - San Diego, CA 2005-2007
Project Manager
Led multiple cross-functional projects, conducted assessments, and implemented solutions
Defined and implemented Governance mechanisms to better support change management, decision making, and to drive organizational improvement, including the establishment of a formal Change Control Process and Change Control Board (CCB)
Created Tracking/Reporting system for IT Features/Defects to provide status updates to sponsors
Managed change requests resulting from the UAT process, ensuring completion and retesting
Trained/coached business development of the applications (weekly releases).
Created the process and of the Change Control Boards for the 4 business units: Sales; Marketing; Operations; Schools/Government.
Business Systems Analyst
Analyzed and evaluated business and user requirements and performed process analysis of customer activities to support overall business strategies and processes
Developed and maintained comprehensive documentation on business and system requirements
Worked with IT and the business teams to implement quality software solutions
Quality Assurance Analyst
Created and executed test plans, test scripts, functional tests, and performance testing
Coordinated with the business to develop User Acceptance Test (UAT) plans and strategies
Silvers Enterprises - San Diego, CA 2002-2004
Business Consultant
Part-time IT and Business Consultant for various companies in San Diego (Greenpoint Mortgages; FMJ Chembio) while returning to college to obtain my MBA
EDUCATION
Keller Graduate School of Management/DeVry University - Seattle, WA
Masters of Business Administration (MBA), 2003
University of Arizona - Tucson, AZ
Bachelor of Science (BS) – Mathematics, 1994
San Diego State University - San Diego, CA
Certificate in Telecommunications, 2001
CollabNet - Bellevue, WA
Certified Scrum Master (CSM)
EXIN - Online
ITIL v3 Foundation Certification
VOLUNTEER EXPERIENCE
President
Salish Village Board of Directors / Salish Village Condos, Kirkland, WA
Manage the operation of association business affairs for 168 unit condominium in Kirkland, Washington.
OTHER EXPERIENCE
Real Estate Investor & Rental Manager
Acquired and manage residential properties in La Mesa, California and Kirkland, Washington.
Contact this candidate