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Project Manager Customer Service

Location:
Houston, Texas, United States
Posted:
February 08, 2018

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Stephanie Magee-Collins

**** ***** ***** *****. ***, TX 77085

Cell: +1-281-***-****

E-mail: ac4ei6@r.postjobfree.com

EDUCATION

B.S., Computer Science; Minor in Philosophy

Grambling State University. 3.2 GPA

PROFESSIONAL EXPERIENCE

4/2017 – 8/2017

DXC Technology, Inc.

Merger of (HPE/CSC)

Houston, Texas

Global Delivery – Applications Development Manager

• IT Manager for Staff (15) responsible for maintenance and project work on Financial Business Applications for Global Delivery Function

• Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies

• Manage exempt individual contributors and/or supervisors engaging in support and operation of Mission Critical Applications

• Has accountability for results of a major Program in terms of cost, direction and people management.

• Provides guidance on Projects, process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.

• Recruits and supports development of direct staff members, including project cost and budgets. 6/2016 – 4/2017

Hewlett Packard Enterprises (HPE)

Houston, Texas

Global Delivery – Applications Development Manager

• IT Manager for Staff (15) responsible for maintenance and project work on Financial Business Applications for Global Delivery Function

• Applies advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies

• Manage exempt individual contributors and/or supervisors engaging in support and operation of Mission Critical Applications

• Has accountability for results of a major Program in terms of cost, direction and people management.

• Provides guidance on Projects, process improvements and recommend changes in alignment with business tactics and strategy for area of responsibility.

• Recruits and supports development of direct staff members, including project cost and budgets 3/2015 – 6/2016

Hewlett Packard Enterprises (HPE)

Houston, Texas

IT-Sr. Project Manager

Sr. Project Manager for the Internal Audit and Treasury IT teams in the /financial Admin space. The Sr. Project Manager role was described as an Expert PM. Working with the business to drive key initiatives and provide guidance to developers on tasks to complete and ensure successful delivery of projects. Also required to interact with multiple levels of management both within IT and the Business. Specifically:

• Managed every aspect of Finance Administration IT projects and resources

• Responsible for Detailed Level Sizing of assigned Projects cost and budgets

• Responsible for Large/ complex/ project schedules in multiple regions for initiation to delivery

• Contributor to detailed design of sponsors’ high-level concepts 2

• Managed project financials including business impact, cost and budgets

• Provided reliable financial forecasts to Senior Management

• Managed stakeholder relationships and customer engagement

• Managed internal as well as external project resources with a team size generally greater than 20 global resources

• Mentored and encouraged skills development of project team members

• Role included some Operational duties, that required feedback of metrics in relation to Recurring Business Events and Run the Business Activity

• Day to Day Responsibilities included:

o Proactive Problem Solving and appropriate escalation of issues/risks o Effectively coordinating inter-dependent projects o Positive stakeholder perception/feedback

o Accuracy and consistency and timeliness of deliverables/reports o Consistent, frequent and transparent communication 3/2013 – 3/2015

Hewlett Packard, Inc. (HP)

Houston, Texas

IT-Sr. Project Manager

Sr. Project Manager for the Internal Audit and Treasury IT teams in the Financial Admin space.. The Sr. Project Manager role was described as an Expert PM. Working with the business to drive key initiatives and provide guidance to developers on tasks to complete and ensure successful delivery of projects. Also required to interact with multiple levels of management both within IT and the Business. Specifically:

• Managed every aspect of Finance Administration IT projects and resources

• Responsible for Detailed Level Sizing of assigned Projects cost and budgets

• Responsible for Large/ complex/ project schedules in multiple regions for initiation to delivery

• Contributor to detailed design of sponsors’ high-level concepts

• Managed project financials including business impact, cost and budgets

• Provided reliable financial forecasts to Senior Management

• Managed stakeholder relationships and customer engagement

• Managed internal as well as external project resources with a team size generally greater than 20 global resources

• Mentored and encouraged skills development of project team members

• Role included some Operational duties, that required feedback of metrics in relation to Recurring Business Events and Run the Business Activity

• Day to Day Responsibilities included:

o Proactive Problem Solving and appropriate escalation of issues/risks o Effectively coordinating inter-dependent projects o Positive stakeholder perception/feedback

o Accuracy and consistency and timeliness of deliverables/reports o Consistent, frequent and transparent communication 6/2012 –3/2013

Hewlett Packard, Inc. (HP)

Houston, Texas

IT-Sr. Project Manager (Contract)

• Supporting ongoing requirements for the Global Markets Opportunities (GMO) Finance, Intercompany Transactions and Accounting Teams

• Responsible for delivery of Emerging Markets Project

• The Emerging Markets Project implemented the Corporate financial systems SAP suite of applications that included Accounts Receivable, Credit and Collections, Revenue Management and Intercompany Transactions and Treasury

• My Project Management experience along with my knowledge of the SDLC and Business Analysis skill played a major role in working with and integrating the Project team 3

• Supported PMO Manager in PPM (Portfolio & Resource Planning); identifying and engaging key business SMEs for internal and external task related to the project

• Responsible for capturing and documenting the business process used for Small country roll-out

• Coordinated the Release Management of Software Moves to Production including UAT and approvals

Tools utilized at HPE: SAP, SDLC M, PPM, MS PowerPoint, MS Visio, MS Excel, MS Word and SharePoint. Technologies/Skills: Multi-tasking, Communication, Presentation and Documentation Skills; Project Management, Testing, Software Development Life Cycle Knowledge (SDLC), and Business Analysis.

1/2012 – 5/2012

CONSTELLATION ENERGY, Inc.

Houston, Texas

IT-Sr. Project Manager - PMO Office (Contract)

• Responsible for Project Management, Coordination and Business Analysis of IT PMO related projects in the areas of Power and Gas for the Billing and Transaction Management Departments

• Member of the PMO Integration Team for a merger of three companies into a single entity.

• The Project was a feasibility study to understand the Order to Cash Flow for each company, understand the gaps the processes and make recommendations on a go forward solution.

• Professional Responsibility called for good time management, flexibility because of changes in Project scope and resources, reliability and accountability because of various reporting locations depending on daily schedule and ingenuity in communications skills because of the need to report to the sponsoring management structure in various locations.

• Provided analytical support for existing and/or future applications used by the business for the various functional areas, including but not limited to Billing systems

• Gather the functional/business requirements for existing and/or future processes used by the business; Business Requirements, Design Documents, Test Scripts, User Training, etc.

• Deliverables include Business Process Maps: Order to Cash and Report Specifications for the Control Reports needed to capture the gaps in the processes, managing 6 Analyst

• Responsible for all documentation, Deliverables and Signoffs from Executive Sponsors and Senior Management

• Managed and tracked outlined task on MS project schedule 3/2008 – 12/2011

MCDERMOTT, Inc.

Houston, Texas

IT-Functional Project Manager

• Responsible for Project Management and Functional Business Analysis of IT PMO related projects in the areas of Engineering, Procurement, Installation and Construction (EPIC)

• A Critical member of the PMO Advisory Board and Service Delivery Team

• Primary Role in the PMO was to define the Business analyst role, for the organization, assist with hiring and maintaining staff, assignments to projects as well as oversight for the team.

• Role as a Functional PM were inclusive of:

o Providing functional, hands on project management for existing and/or future applications used by the business for the various functional areas, including but not limited to EPIC

o Overseeing functional and system requirements gathering for existing and/or future applications used by upstream applications

o Reviewing documentation of the functional and system requirements that have been identified by the appropriate business and IT personnel for approval by myself and Senior Management

o Software Application upgrades, enhancements and installments delivered during assigned projects as either the PM, Project Coordinator or Sr. Business Analyst. 4

• Acted as a liaison between Business personnel and IT personnel to do the following (hands on): o Helped resolve discrepancies occurring in regards to the functional/system requirements for existing/future applications

Obtained the appropriate approvals for the business requirements document prior to the commencement of development work, purchase of the application, or implementation of the application.

o Identified and helped resolve any issues that arose during the development or implementation processes.

o Participated in the training process for application users o Participated in the testing phase of application installation and upgrades Technologies/Skills Used at McDermott: Multi-tasking, Training, Presentation and Documentation Skills; Oracle. Sybase, Hyperion Financials, MS Project, MS PowerPoint, MS Excel, VISIO, and SharePoint. Project Management, Various Testing Methodologies (Iterative Testing Concept), and Implementing Training, Software Development Life Cycle Knowledge (SDLC), Process Improvement and Business Analyst experience.

1/2007 – 1/2008

BMC Software, Inc.

Houston, Texas

The following roles work worked concurrently, responsibility for each from initiation to delivery: Contractor, IT Project Manager, Oracle ERP - LogicalApps

• Responsible for Managing and Planning the Feasibility Phase of the LogicalApps introduction into an existing install of Oracle ERP.

• Developed the Project Initiation Request (PIR) and the Business Case (BC)

• Created communications schedule and documentation for accurate notification to the Project team and stakeholders

• Created the Project Plan, scheduled meetings and disseminated information to a Shared Site

• Managed and tracked outlined task on project schedule

• Assured proper testing and required changes

• Coordinated with appropriate individuals for coordination of needed sign-off by Executive Sponsors and Senior Management on the deliverable

Contractor, IT Project Testing Coordinator, Deferred Revenue Phase II:

• Managed and planned “iteration” test for IST and UAT as well as performed the “regression” testing on all phases for Deferred Revenue Phase II (Oracle Applications)

• Created test cases and test scripts and captured test data for accurate reporting of simulating business processes from the development of use cases

• Created all Testing related SDLC documents for management visibility into the Testing Phases

• Defined the process of logging and tracking defects for use by the Testing and development Teams (offshore resources)

• Tracked test defects, and drove resolution of defects utilizing the implemented process

• Managed Issue Resolution and escalated when necessary based on status and risk

• Appraised IT Project Managers on testing issues and helped maintain planned mitigations

• Coordinated with IT Project Manager for concerted communication to Business Community and Senior Management

Contractor, IT Project Manager, CONCUR 7.1Pilot:

• Managed Quality Assurance Testing for CONCUR 7.1 Pilot prior to Rollback

• Identified issues and created processes for Quality Assurance in the Testing Environment

• Tracked Team Task in relation to CONCUR 7.1 and reported status to management

• Appraised development team on testing issues and helped maintain planned deliverables 5

• Outlined and distributed work to dedicated developers (remote resources) and testers

• Created and managed project plan for Rollback of CONCUR 7.1 Pilot

• Created communications schedule and documentation for accurate notification to the users of the Pilot cancellation

• Managed and tracked outlined task on project schedule to completion of project

• Assured Quality of the Rollback through the Cleanup phase

• Coordinated with appropriate individuals for information dissemination to Pilot Users and Senior Management

• Responsible for all documentation and deliverables for the CONCUR 7.1 Rollback Technologies/Skills Used at BMC: Multi-tasking, Presentation and Documentation Skills; ORACLE Financials, MS Project, MS Excel, VISIO, CONCUR and Sharepoint. Project Management, Various Testing Methodologies (Iterative Testing Concept), Software Development Life Cycle knowledge (SDLC), Process Improvement and Business Analyst experience. 3/2000 – 12/2006

LOGIX COMMUNICATIONS, Inc.

Houston, Texas

Billing Systems, Quality Assurance and Configuration Manager (1/2006 – 12/2006):

• Managed a team of people that supported the Billing systems

• Role as a lead of this team was a hands on position.

• Managerial duties consisted of working with cross-functional business organizations as well as the software development team to assure the quality of requirements, design and the deliverables

• It was a weekly priority to monitor customer’s expectations, report status and develop strategies to resolve arising issues.

• This role made a major contribution to technical direction and technical decisions for all project teams and scheduling project activity.

• Configuration Management was also key in follow through with the various functional departments within the organization and assuring that any production level systems were not at risk of exposure.

• Single thread of responsibility was to assure the quality of our client server and legacy system applications.

• Maintained senior level design and team lead roles on the legacy system development team. Project Manager, Data Warehousing, Production Billing and Downloads (1/2002 – 1/2004):

• Responsibilities included: managing all data warehousing related projects and transitioning our reporting structure to an intranet environment allowing accessibility to multiple users.

• Assumed lead responsibilities over the Programming Analyst Group as a point of reference for Business Rules, Requirements, Design and Implementations within Production Billing. Technologies/Skills Used: (added) ORACLE Discoverer, MS Project and VISIO. COBOL74, COBOL85, Micro-focus COBOL, Korn Shell, UNIX Scripting, Informix SQL, Syncsort, OTSORT, PDMS, WANG Command Language, SQL Server and knowledge of POWERBUILDER. Informix DataBase, as well as high-level knowledge of JAVA script.

Senior Systems Analyst, Production Billing and Downloads (3/2000 – 1/2002):

• Responsibilities included: supporting and monitoring all Billing Operations Software and Processes in the simulated WANG Environment (now a UNIX box) and supporting Caller Download Applications accessible by our Customer Service Entities such as Credit, Collections, Provisioning, Order Entry, Sales and Account Retention Managers (ARMS).

• Amongst the long list of responsibilities, managing and leading the transition from the WANG to the HP was one of the top priorities and accomplishments.

• Senior position carries Technical lead for the department, project manager, configuration manager and quality assurance responsibilities.

• The position called for 24-hour on-call status, and the ability to work overtime. 6

• Interfaced closely with the Project Coordination Office, Customer Service Reps, Account Reps and Sales Reps to assure easy handling of our customers (internal and external).

• Responsible for various levels of business analysis, problem analysis and accessing data to legitimatize the accuracy of bill processing, accommodating request from other departments, as well as policing Billing Cycles.

• Initiative in implementing some automated processes to minimize Manual intervention has been an asset to the organization. For example, the PVCS Version Administrator and the CHA Application Administrator were strengthened, because of such knowledge of the applications.

• Making Enhancements and in some cases implementing new processes were required unitizing the skills listed below.

Technologies/Skills Used at LOGIX: Presentation and Documentation, SDLC; User Training; ORACLE Discoverer, MS Project and VISIO. PVCS Tracker, PVCS Configuration Manager, COBOL74, COBOL85, Micro-focus COBOL, Korn Shell, UNIX Scripting, Informix SQL, Syncsort, OTSORT, PDMS, WANG Command Language, SQL Server, POWERBUILDER, Informix Database and a high-level knowledge of JAVA scripting.

10/1998 – 3/2000

HIGHLANDS INSURANCE

Houston, Texas

Contractor, Senior Programmer Analyst, Re-HOST and Y2K:

• Built Interface from SQL Server Database to Mainframe Application consisting of all phases of the development cycle.

• Handled analysis on existing Mainframe applications to determine criteria for an ORACLE Database residing on the Client Server Platform and establish Y2K compliance.

• Implemented automated processes for customers needing to access specific data form the mainframe and the SQL Server.

• Was responsible for delivering design documentation to staff programmers for requirements and design implementation.

• The job required leadership and management capabilities. Technologies/Skills Used at Highlands: Extensive Analysis of COBOL & PL/I, Easytrieve, and JCL, Oracle SQL, Sybase SQL, Mainframe Environment (MVS), TSO, CICS, ISPF, SQL Server and POWER Builder for application support.

9/1998 – 10/1998

SHELL SERVICES

Houston, Texas

Financial Systems, Contractor – Legacy Systems Analyst (short term contract):

• Supported Online Applications for Downstream

• Responsible for enhancements, coding, testing and verification.

• Completed modifications to check writing applications and Software Analysis on IRS 1099. Technologies/Skills Used at Shell: Applications Code Analysis and Implementation, Testing, Verification, COBOL, minimal MK4, VSAM, TSO, MVS, VM, MS Windows, MS Word, LAN and Internet. 8/1998 – 9/1998

DUKE ENERGY

Houston, Texas

Cooperate Systems, Contractor -Legacy Systems Analyst; Financial and Freight Applications (short term contract):

• Supported 2 Online Applications.

• Responsible for enhancements, coding, testing and verification.

• Completed Transition of one application from Mainframe to Peoplesoft, continued with maintenance and support.

• Completed Database modifications and Programming modifications for Year 2000 Project. 7

• Detailed analysis on COBOL programs, fixes completed and implemented. Technologies/Skills Used at Duke: Code Analysis and Implementation, Testing, Verification, COBOL, PL/I, DB2 TSO, MVS, VM, FileAid, FileDB2, MS Windows, MS Word, LAN and Internet. 9/1997 – 7/1998

TEXACO

Houston, Texas

Information Technology Department, Contractor -Legacy Systems Analyst:

• FRS, PPAE & UWAY Applications supported two Online Applications (PPAE and FRS)for Upstream and Downstream, in a 24- hour on call status, and customer support on an ongoing basis.

• Responsible for enhancements, coding, testing and verification.

• Began migration of documentation to PC Platform.

• High level of system maintenance involved in position.

• Completed minimal upgrades for UWAY Application for Year 2000 Project.

• Detailed analysis on COBOL and PL/I programs for FRS and PPAE, fixes completed and implemented.

Technologies/Skills Used at Texaco: Code Analysis and Implementation, Testing, Verification, COBOL, PL/I, TSO, TELON, ISPF, DB2, Oracle SQL, REXX, CLIST, MS Windows, MS Word, and MS Excel, LAN, and Internet.

3/1997 – 9/1997

SABRE DECISIONS TECHNOLOGY (AMERICAN AIRLINES)

Dallas, Texas

Cargo Systems, Contract - Legacy Systems Analyst:

• Year 2000 Project consisted of detailed analysis on COBOL and PL/I programs for Cargo Information Database, enhancements (coding), test and verification, documentation and minimal maintenance. Technologies/Skills Used at SABRE: Code Analysis and Implementation, Test Planning, COBOL, PL/I, VM, TSO, ORACLE, MS Query, MS Windows, MS Word, and MS Excel, LAN, and Internet. 8/1988 – 3/1997

LOCKHEED - MARTIN SPACE INFORMATION SYSTEMS

LORAL SPACE INFORMATION SYSTEMS

IBM FEDERAL SYSTEMS

IBM US MARKETING GROUP

Clearlake, Texas (the above are listed together, because the movement was due to the company sales of complete divisions)

Applications and Advanced Technology, Mission Control Center (NASA), Senior Engineering Programmer, Jr. Project PM (3/1996 – 3/1997):

• Led Phase II of project, Application Enhancements, and Maintenance of Newly Implemented User Front-end to Mission Control Center Flight Controller’s Consoles. User Applications Development, Mission Control Center (NASA), Software Engineer LORAL SPACE INFORMATION SYSTEMS (8/1994 – 3/1996):

• My responsibilities included: Design, Development, and Implementation of User Apps for Mission Control. The Customer Liaison between Software Groups and the Flight Controllers.

• Supported 4 navigational positions.

Space Station/ Data Management Systems (DMS) - Tool Development, Senior Associate Programmer IBM FEDERAL SYSTEMS (1/1993 – 8/1994):

• Designed and Implemented Applications to transfer data from Host to Host, included user interface enhancements.

Space Station/ DMS - R3.1 Test Tool Development, Senior Associate Programmer IBM FEDERAL SYSTEMS (8/1990 – 1/1993) :

• Enhanced and Maintained the Test Tool for the Space Station Integration Test and Verification Environment.

• Participated in the Market Driven Quality of the Organization (MDQ), and responsible for all documentation in support of Release 3.1.

8

• Also, responsible for development and maintenance of the Local Bus Interface to the host, and the Multiplexer -DeMultiplexer Interface to the Host.

• Policed Builds to assure the accountability of the Test System. RETAIN/PSPP Change Team, Associate Programmer IBM US MARKETING GROUP Boulder, Colorado(8/1988 – 8/1990):

• Maintained and Enhanced the Preventative Service Package for the Marketing Group.

• Worked in Level 4 Support Change Team.

• Monitored Problem Tacking System to assure customer satisfaction and responsiveness.

• Schedule included: 24-hour on call with no backup, supporting two applications. Technologies/Skills Used at Lockheed/Loral/IBM: Project Management, Requirements Analysis, Scheduling, Assignments, Risk Management, Problem Solving, Trouble Shooting, Status Reporting, Administrative, Documentation, Presentations, Reviews, SEI, UNIX, C, C++, X-Windows Motif, SAMMI, X-Builder (GUI) and LAN.



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