MICHELLE WHITE

***** ****** ***. #*** *********, OH 44106 216-***-**** ac1w4n@r.postjobfree.com

Information Technology Project Manager/Business Analyst

Value add IT Project Management and Business Analysis skills. Exceptionally strong Information Technology foundation. Success aligning IT initiatives with business objectives. Leverages a wide range of talents in computer technology, staff leadership and vendor management to effectively manage organizational change, mitigate risks, infuse new ideas and deliver best of breed solutions. Professional IT resource adept in various project roles.

Experienced with Networks, Identity Management, Mobile App Technology, Web Technology Social Media, Web Analytics, QA and UX

5+ years of experience managing project budget, resources and scope across operations and network/infrastructure areas

Experience gathering requirements and driving consensus

Accustomed to being an escalation point and leading successful outcomes

Excellent ability to analyze existing operations and develop standards, policies and procedures to deliver continuous growth.

Results oriented leader able to develop and maintain relationships as a liaison for management, end users and service providers.

Accustomed to leading transformation and change as a strong communicator, conveying clear and concise messages across all levels

5+ years of experience leading and influencing teams.

Nimble and discerning with regard to technology.

Key Competencies

Business Analysis ● Project Management ● Change and Risk Management ● Requirements gathering ● Client Relationship Management ● Quality Assurance ● Identity Management ● Mobile App Technology ● Web Technology ● Staff Leadership ● Disaster Recovery Management ● Vendor Management ● Network Management ● LAN/WAN Architecture ● Strategic Planning ● Employee Recruiting ● Mentoring ● Process Management ● Team Building ● Negotiation

Professional Experience

AMERICAN GREETINGS, Brooklyn, OH. 2016 to Present

We Create Happiness, Laughter and Love

Business Analyst/Quality Assurance

Eliciting business requirements and functional specifications for website development and upgrade projects, while researching and recommending ways to achieve business solutions. Leading complex web related external and internal facing projects. Collaborating with project managers, product managers, technical architects, developers, quality assurance, usability experts and accessibility experts, to achieve successful outcomes. Directing testing efforts to ensure business objectives are met.

Driving transparency by creating and updating project documents

Establishing and maintaining trusted advisor relationships

Recognizing opportunities for innovation and recommending alternative solutions.

Creating site maps, compelling business cases and process flows

Troubleshooting complex issues, document defects, recommend improvements

Providing feedback and risk assessment on potential defects and functional/requirement gaps

TRAVEL CENTERS OF AMERICA, Westlake, OH 2015 to 2016

Full Service Travel Centers. Refuel, Replenish, Refresh

Project Manager/Business Analyst/Quality Assurance

Develop business requirements and functional specifications for software application and technology projects, including Business Requirements Documents (BRDs) and Functional Specification Documents (FSDs). Manage projects and assists other project managers by managing sub-teams or a portion of an overall project. Generally works on medium to large scale projects of moderate to significant complexity. Lead testing efforts analyze, verify, and validate artifacts and deliverables, procedures, and processes.

Skillful requirements elicitation and documentation

Liaison between client area and technical organization, planning, conducting, and directing the analysis and resolution of complex business problems

Works with user groups to provide training, resolve questions, assess user needs, and recommend changes.

Provide feedback and recommendations on how to drive efficiencies projects

Proficient presentation, communication and interpersonal skills delivering both written and oral

presentations to provide overview of project status, issues and the like

Provide specifications for system changes, identifying, evaluating, and developing systems and procedures that are cost effective and meet business requirements.

Develop project plans, manage individual deadlines and goals of various projects.

Lead multiple application upgrade projects, complex objectives and activities

Map functional design elements to rule sets, system workflows and tests for test case and test script creation

Troubleshoot complex issues, document defects, recommend improvements and implement solution

Provide feedback and risk assessment on potential defects and functional/requirement gaps

Perform testing, analyzing, and documenting associated results

Consistently deliver quality work during allotted task completion timeframes

JONES DAY, Cleveland, OH 2015

One firm worldwide

Project Manager

Using proven experience with system lifecycle development and incident management to manage complex IT infrastructure projects. Managing technical design projects and implementations across a wide variety of technologies and vendor products. Assessing requirements and recommending approaches to stakeholders. Managing teams, building interpersonal relationship skills. Multi-tasking to effectively manage simultaneous projects

In charge of managing various technology projects in the Technical Support Services Department. The technology projects include various upgrades, migrations, and consolidation of technology components, as well as retirements of applications.

Maintaining technology project roadmaps, liaisons with Infrastructure and Architecture directors to ensure progress, manage expectations, and communication of risks and issues.

Drafting and managing project plans to deliver scope in negotiated timelines and accountable for the quality and timeliness of the deliveries.

PARKER HANNIFIN, Cleveland, OH 2014 to 2015

The global leader in motion and control technologies

Project Manager/Business Analyst

Intermediary between the e-Business community and the technical community working with IT project teams and business clients to collect, clarify, and translate business requirements into documentation and conceptual design (using appropriate tools and models) from which applications and solutions are developed. Working with the business partners for each project to define business requirements, develop a business case, provide subject matter expertise, coordinate user acceptance testing, and ensure successful implementation of projects.

Assisted with the Open Text global CMS upgrade, defining data sets and page templates.

Increased the efficiency of Parkers' online Marketing and Sales process through integrating Registration as a Service and Identity Management with Analytics and Customer Relationship Management tools.

Managed the upgrade of Parkers' Digital Asset Management systems ensuring an enhanced user experience with improved layout, search functionality and graphics handling capabilities.

Validated the developed functionalities

Gathered and documented requirements, specifications, business processes and recommended for proposed action.

Created compelling business cases, process flows and context diagrams

Partnered with software engineers, performing quality analysis to identify course of resolution

VITAMIX, Olmsted Falls, OH 2013 to 2014

Producers of the world's best performing and most reliable blending equipment

Project Manager/Business Analyst

Responsible for analyzing the needs of the various functional business areas and recommending best fit system solutions or procedures to the client community. Liaison between the business side of the company and the IT department, ensuring that solution requirements elicited regarding the scope of work requested enhance or modify existing application processes and are clearly documented, communicated and validated. Work closely with the IT technical team and/or outside vendors to design, develop, document and test solutions that meet the business requirements

Worked with Web developers to establish Sitecore global CMS templates and processes to adhere to Safe Harbor guidelines.

Recommended solutions to secure, improve and enhance the user experience of our web sites and secure the enterprise

Collected, analyzed and documented requirements coming from business stakeholders, provide feedback to business team and discuss technical solutions to enable business strategies within defined scope

Created detailed documentation of functional, system (non-functional), user and reporting requirements including: Use Cases, Logical Models, Process Flow Diagrams, Report Specifications and Data Mapping & Flow Diagrams.

Maintained and built working relationships with software application vendors.

Provided support to functional and user acceptance testing groups as part of project implementation.

Derived requirements from usability studies and JRD sessions

Worked with web architecture and integration to host systems and related components.

Relied on knowledge of the entire Software Development Lifecycle (SDLC).

Developed business processes/workflows and extend the capabilities of IT and the business

KEY BANK, Cleveland, OH 2012 to 2013

One of the nation's largest bank-based financial services companies.

Project Manager/Business Analyst

Support the software development lifecycle, manage and assist the coordination of 12 large projects with an average budget exceeding $500,000.00. Track project deliverables and implementation activities. Duties have expanded to include BA and PM work.

Interfaced with and took direction from the PMO on a regular basis

Process improvement experience, staffing optimization and process optimization.

Contributed to MSA, SOW, RFP and RFI processes

Managed change and risk, identifying issues and interdependencies

Handled budget and financial tracking for 3 projects

Identified, define and document business needs

Lead process transformation by identifying opportunities for improvement

Drove business value and ROI while defining new capabilities

Managed 6 project related SharePoint sites

INTENSE CREATIVE, Beachwood, OH 2009 to 2012

Provide website design, hosting, project management, and business consulting to small businesses.

Project Manager/Business Analyst

Design and host websites. Provide project management and business consulting.

Slashed downtime by 50% by careful planning and risk management

Produced scalable, secure, and dependable architectures

Generated 20% increase in client visibility through social media exposure

Provided proactive website maintenance and reliable web site hosting with 99.999% uptime.

Reduced server downtime by 40% through enhanced server installation, configuration and implementation processes.

CAMPUSEAI, Cleveland, OH 2011

Leading portal and help desk service provider to colleges and universities.

Information Technology Manager

Selected to manage North American IT operations providing support services for over 150 internal users and over 30,000 external users. Lead overall IT performance including global help desk and project management for IT initiatives, exceeding plan.

Drafted IVR processes including queue designations and routing

Provided exceptional IT desktop support and help desk support

Designed and implemented enhancements for 6 projects resulting in a 30% increase in customer satisfaction

Spearheaded implementation of major telecom, infrastructure, and software enhancement projects that increased operational efficiencies by 70%

Ensured customer satisfaction and business continuity through repeatable processes, procedures and cross trained staff

Reduced latency by 60% through streamlining reporting and information dissemination across the enterprise and customer base.

Mentored junior members of IT team regarding security, troubleshooting and protocol

Led institutionalization of data security and access policy, procedure and standards

ITT TECHNICAL INSTITUTE, Strongsville, OH 2010, 2006

Leading private college system focused on technology-oriented programs of study.

Adjunct Instructor

Instructed more than 120 future network administrators.

Taught Windows XP installation, configuration, deployment, and support

Demonstrated DNS, AD, and DHCP installation, configuration, and usage.

Outlined group policy, Internet options, and usage.

Presented data storage, back-up, and restoration concepts, security settings, and fault tolerance

Introduced disaster recovery, business continuity, and auditing concepts

ROSETTA (formerly Brulant), Beachwood, OH

Leading interactive marketing agency

Information Technology Manager 2007 – 2009

Led the integration effort to merge Brulant and Rosetta systems and environments. Provided IT support for over 750 users. Managed development, deployment and integration of IT Services. Spearheaded institutionalization of IT policy, procedure and process. Directed vendor negotiations and maintained relationships. Project manager for IT initiatives. Oversaw help desk, data center operations and maintenance.

Drafted IVR processes including queue designations and routing

Initiated the PMO, documented project timelines, contingencies and inter-dependencies and sought input from the rest of IT in determining projects to be run in parallel and projects to be run sequentially, leveraging IT efficiencies and resources

Leveraged efficiencies and increased performance in an SLA driven environment

Boosted efficiency and created commonality while delivering high availability and eliminating unscheduled outages.

Saved the company more than $100,000 through several networking and infrastructure projects.

Increased customer satisfaction by 50% and reduced downtime by 30% by implementing repeatable processes and procedures

Saved $60,000 through vendor negotiations establishing strategic relationships, volume discounts, flooring, and forecasting.

Oversaw budget of $1.5 million according to plan, routinely finishing year end under budget.

Saved company $700 per user through enterprise-wide telecom and web conferencing solution.

Increased user efficiency by 50% by delivering a common enterprise-wide productivity suite.

Utilized SCRUM project management methodology

Managed Services Senior Consultant 2006 – 2007

Provided server administration, storage, hosting and analytics for numerous clients in addition to application migration and documentation services. Created SOWs and proposals facilitating continuous improvement of company methodologies and best practices.

Provided server and infrastructure level client facing support.

Oversaw daily back up processes.

Scripted application implementations increasing efficiency and customer satisfaction.

Wrote documentation and promoted client side operational transparency through daily reporting.

Education

Bachelor of Arts, Allegheny College, Meadville, PA

Certifications

Project Management Professional (PMP) in progress

Microsoft Certified Administrator (MCSA)

Microsoft Certified Professional (MCP)

Technical Competencies

Operating Systems Languages

Windows 2003/2008/7/8/10/2012 HTML ● XML

Software/Applications

Confluence ● JIRA ● Balsamiq ●VMWare ● Coremetrics ● Webtrends ● Google Analytics ● Dreamweaver ● MS Project ● MS Word ● MS Excel ● MS Visio ● MS Outlook ● MS Exchange ● MS PowerPoint ● Lotus Notes

Ongoing Professional Development

Project Management ● Business Analysis ● WordPress Development ● Waterfall ● Agile ● SCRUM ● Windows Desktop and Server ● IT Infrastructure Library (ITIL) ● Leadership ● Cloud Essentials ● Mobile Application Technology ● Identity Management ● Web Technology ● Social Media ● Web Analytics ● UX

Professional Affiliations

NAFE National Association of Female Executives ● TSW Tech Savvy Women

● NEOSA North East Ohio Software Association ● Cleveland Social Media Club ● NEO IT Think Tank

● Cleveland Give Camp

Contact this candidate