DENISE SMOKE, MPM
Atlanta, GA 404-***-****
Project Management Specialist with 15 years’ experience in various Technical industries: Telecom, Satcom, IT/IS, HW/SW. Experienced in building and maintaining client relationships, analyzing technical/functional issues, gathering requirements, supporting application implementations and configurations, managing small to mid-sized projects, and training end users. Knowledgeable in all phases of software development life cycle (SDLC). CORE COMPETENCIES
Scheduling & Time
Training & Supervision
Boehringer-Ingelheim – Duluth, GA 6/2017-Present
Project Coordinator (IT Infrastructure Services)
(TekSystems Contractor) Facilitate the process of deploying the “white glove service" model as Scheduling Coordinator for corporate infrastructure reimage/migration from Merial to BI; Aligned with BI IT End User Experience Corporate Communications strategy to coordinate scheduling of the deployment of OBIC (One BI Computer) to each end user. Track and maintain the process from end-to-end. Work within many varying schedules/multiple sites to assign a desktop support technician to deploy the new computer. Manage scheduling and change requests; manage the Users’ Master data per site; heavy Excel ad hoc reports (VLOOKUP) to manager/Project manager. Project preparation/planning/executing.
GENERAL ELECTRIC – Atlanta, GA 11/2015-12/2016
Project Logistics Coordinator (Monitoring & Diagnostics Requisition Engineering) Managed the project equipment requisition phase from RFQ to Invoice receipt and closure. Collaborated procurement and global logistics with GE business partners, customs analysts and/or customs brokers for successful importation into other countries. Work closely with suppliers and PMs to manage delivery expectations. Compiled and analyzed complex financial, operating, and billing reports to identify relationship between operations time and labor and P&E. Forecasted equipment requirements to ensure sufficient inventory levels. Managed purchasing workflow, project archives in shared Document Library related to sourcing and logistics; Software license librarian and administrator. Instrumental in the integration of the M&D Engineering business unit with Logistics Operations (LCOE). Planned along with senior management new ways to reduce procurement process.
Environment/Tools: SharePoint, ServiceNow, SSP5, SSSR12, Oracle 11 E-Business Suite iProcurement/ERP, Yammer DATAPATH – Duluth, GA 8/2007-4/2015
Program Analyst (MaxView Software Support & Maintenance Program) Managed and directed the workflow of Service Level Management requests (post implementation) for software maintenance customers of proprietary software; development and/or upgrades for 100+ government and private- industry customers resulting in an 81% reduction in turnaround time, resulting in increased customer satisfaction and customer retention. Created a sustainable workflow model using Lean methods to improve turnaround from request to completion of hardware repair and software development requests.
Led weekly status meetings with cross-functional teams (Sr. management, sponsors, SW engineers, etc) related to customer actions items, SQA, transition plans, SLA performance, and customer retention.
Worked closely with the project management team to analyze and consolidate request requirements to improve project deadlines.
Managed status reports, open items, scope/change requests and customer expectations. Oversee requests for changes, repair and driver development lifecycles. 2 P a g e, Denise Smoke
Managed new customer onboarding and user interfaces. Provided tier 1 customer support via email and phone; gathered requirements and drove prioritization of resources according to scope and budget.
Developed project work estimates; provided oversight and status for vendor scheduled maintenance activities and coordinated scheduled activities with system engineers; directed quality control activities of hardware repairs. Assisted with QA testing as needed. Facilitated SQA engineering process of driver builds.
Managed Customer Experience: Generated weekly, ad-hoc reporting KPIs related to customer scorecard metrics and support performance metrics to leverage at-risk accounts in the focus of customer retention.
SharePoint Admin: Created and maintained project folders; archived customer contacts/contracts. Managed project shared document library and lists related to workflows, export, changes to contracts and warranty-related documents and data in SharePoint.
Site AAPF Communications Director: Administered SharePoint site access; published weekly and monthly announcements to the community, updated links/lists, FAQs and Knowledge share data.
Spearheaded compliance for US export and international trade regulations
Led ticketing system migration from BMC Remedy ARS to BMC Footprints/ITSM. Developed BI reports Environment/Tools: Excel*, MS Project, Visio, Remedy ARS, SharePoint*, Citrix, SAP BI/BW, multiple proprietary SQA apps
CEGEDIM-DENDRITE – Duluth, GA 1/2007-8/2007
Project Lead– Pfizer
Managed equipment inventory, configuration, and closeout of new pharmaceutical sales employees (ThinkPads, handhelds, scanners, etc.). Obtained and managed resources to collect and decommission 100,000+ devices.
Planned and supervised the daily activities of three teams (27 contractors + 3 FTE); hardware/software deployment projects involving new employee starts, all configurations/imaging, repair, and decommissioning issues and employee equipment outplacement.
Oversee project logistics: Capacity planning, Resource interviews, project control. Managed to delivery according to customer constraints.
Environment/Tools: Clarify, Excel, MS Project, MS Office BELLSOUTH (BCS) – Atlanta, GA 10/2003-12/2006
Project Manager (2004-2006)
Facilitated installations of new BellSouth Business customer DIA service connections, changes (MACs), and disconnects for the SE Region (9 states).
Managed cross-functional teams in various departments and multiple BellSouth systems to provision the ordered service within scope. (VISTA, PREMIER, OPIE).
Developed work schedules; assigned work orders, time intervals, order necessary equipment, check for provisioning engineer assignment, and BMF Circuit.
Interfaced with field managers and technicians to ensure appointments are scheduled and that all project efforts are kept on track. Routinely escalated issues to resolve service or implementation problems.
Created and published an engagement workflow that was widely used for communications within the division. Bellsouth Small Business (SBS) Division (2003-2004) Compensation Specialist – Atlanta, GA
Functional administrator of TCM (super user) during conversion from legacy HRIS (CUBE Network) to new system
(Callidus – True Comp Manager). Assisted with UAT/parallel processing. Analyzed and resolved system discrepancies. Performed data validation testing of new system (TCM). Documented processing errors and data integrity issues. Submitted queries via query tool to extract and modify (update, select, insert) data and reports (DDL & DML).
Created and updated compensation elements, constants and reporting structures within TCM. Data Conversion.
Processed MidMarket compensation and resolved compensation issues for TN Sales Center (>50 AEs & Sales Managers) incentive–based employees in CUBE system (Customer Proprietary Network Information). 3 P a g e, Denise Smoke
CHECKFREE CORPORATION – Norcross, GA 2002-2003
Change Control Administrator
Change Management departmental liaison; responsible for documenting requirements and post-analyses and outage resolutions of changes to the distributed/enterprise systems. Chaired weekly meetings to address change requests and impacts to Distributed Systems implementations changes. Responsible for ensuring issues and/or outages were communicated to the user community; acquired post implementation results; captured and published Six Sigma Metrics and Change Window reports. Lotus Notes Admin (super user). SPHERION CORPORATION – Atlanta, GA 2000-2001
Collaboratively developed and implemented web-based Career tool/applications. Liaised/lead communication with stakeholders and development team throughout the project. (Talent Alliance and Career PlaceOnline technology staff). Assessed client business/system requirements to introduce proposals for the most cost-efficient solution. Facilitated weekly status meetings with developers and managers; coordinated client design requests, beta test and validate the model in preparation to migrate to a production environment. Documented change management process and procedures.
Managed beta testing processes (UAT): quality assurance (QA) and functionality of hyperlinks, objects, and forms. Content management. Developed and distributed weekly metrics (usage/status) reports. Generated sales leads; Managed change requests: Documented defects and enhancement issues and assigned a priority rating. Managed open issues list.
Resolved connectivity issues and provided end-users support. Developed administrator and end-user training and train-the-trainer manuals.
Achieved Astonishment Award during first 90 days of employment. MEDIAONE/RANDSTAD – Norcross, GA 1998-2000
Help Desk Coordinator
Departmental liaison and initial contact for level I & II support and IT-related purchasing (HW/SW, workstations, web servers, memory upgrades, printers, etc.) and applications, network, email and telephony-related issues. Triage: Isolated, prioritized and assigned issues. Monitored SLAs to ensure positive closure. Coordinated moves, adds, and changes (MACs) with Facilities. Designated super user and training resource during Lawson to PeopleSoft migration.
Conducted weekly staff meetings and scheduled 24/7 support. Created and published performance and ad hoc purchasing reports. Utilized Crystal Reports tool to compile data from Citrix. Developed VBA macros.
Developed policies and procedures for standardized purchasing and the help desk. Improved the overall purchasing, delivery/configuration process.
Managed incoming/outgoing inventory and supplies. Negotiated vendor bids and proposals. Owned the complete purchasing cycle, A/P, archive product data/warranty maintenance database. EDUCATION/PROFESSIONAL DEVELOPMENT
Masters in Project Management (MPM) (2015)
KELLER UNIVERSITY, Alpharetta, GA
Bachelor of Science in Technical Management (2005) Minor: Project Management
DEVRY UNIVERSITY, Decatur, GA
Associate’s in Applied Technology, Computer Information Systems (2003) DEKALB TECHNICAL COLLEGE, Decatur, GA
Project Management Mastery Certificate/VILLANOVA UNIVERSITY Microcomputer & Windows Networking Specialist/GWINNETT TECHNICAL COLLEGE CANDIDATE FOR PMP