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Project Manager

Chicago, IL
June 09, 2019

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Marcia Bertrand

**** * ****** ******, *******, IL 60620

Mobile: 312-***-****



•Project Analysis – Collaborating with stakeholders to identify and assess business and technical needs, build trust and create/modify processes which result in meaningful/usable deliverables and solutions.

•Project Schedule Management – Prioritizes tasks, effectively manages time/resources in a fast-paced, changing environment to keep project on schedule.

•Initiative – “If we can imagine it, we can make it a reality.” – My Motto

•Integrity / Ethics – Demonstrates a high level of integrity and ethics, inspires confidence. Appreciation, recognition, utilization and grooming (when necessary) of the skillsets provided by each team member contribution toward the success of the project.

•Detail-oriented – Ability to breakdown large requirements into small, manageable tasks.

•Technical Knowledge – ERP Systems, AWS, Supply Chain Management Systems, Team Foundation Server, MS Project, Trello, Visio, DevOps, Jira, Atlassian, Confluence, .NET, SharePoint, MS Office 365 (Excel, Word, PowerPoint, Access), MS Active Directory, SQL, Java, Oracle, GitHub, CA, Data Warehousing, Salesforce, Confluence & Proprietary Software, Illinois Ecommerce, Vaccine Registry Software (I-CARE), State of Illinois BEP Portal (Minority Contracts), Hyperion, Google Apps, IRI, Disaster Recovery, Epic, Relativity, Medi, ITIL

•Project Management – Waterfall, Agile, Scrum, Kanban, IT Auditing/Security, SDLC, Feasibility, End User Adoption, Blockchain, Stakeholder Management, Change Management, Forecasting, Testing, Budget, Email Marketing, etc.

•Additional Project Management Experience: Contract Project Manager with JP Chase Morgan PC Refresh Project from 9/16 – 9/18.

Career Summary:

“Manage stakeholder and resource requirements, develop estimates and work plans and provide for deliverables, schedules, communications, feasibility reports and quality of testing to ensure projects are delivered on time, within budget and according to customer requirements.”

Wolters-Kluwer Chicago, IL

Technical Project Manager 9/18-Present

Managing medium to large projects.

Assisting clients with combining the Emmi platform with the Health IT systems to create high value solutions for the deployment of WK products.

Assigns integration projects, accountability for account management of issues of integrated clients and communication with C-Suite leaders of health systems and Wolters Kluwer around summary information for resolution.

Works with product teams for rollout and deployment of new products, system upgrades and other activities.

Works closely with the assigned customer success teams and engineering teams to ensure a quality delivery of the integrated solution.

Engages stakeholders, client IT teams in all phases of the integration project including initiation, planning, budget, design, set-up, monitoring & controlling, testing, go-live and post integration communication including training and future integration enhancement projects.

Tracks and reports project progress using the Emmi Customer Relationship Management software.

Process mapping of implementation activity for all Emmi Solutions.

Assists with the development of internal and external materials for integrated solutions including case studies, presentations and training guides.

Designs process improvement concepts across all Emmi verticals.

Creates and maintains product documentation including SOPs, best practices and recommendations for enhancements.

Collaborates with assigned client teams to ensure the highest standards of customer service and communication.

Leads and participates in all relevant meetings: Kick-offs, Project Team Meetings, Development Meetings, Issue management meetings, etc.

Chicago Department of Public Health Chicago, IL

Technical Project Implementation Manager 11/14-9/18

Led project teams with multiple workstreams; functional application development, technical architecture, data conversions, interfaces, reporting, business process reengineering, organizational change management, training and communications across multiple software platforms/frameworks (Linux, Java, .Net, Oracle, MS Office 365, etc.) throughout the entire Systems Development Lifecycle; Requirements Gathering, Solution Design, Configuration, Development and Deployment.

Initiated discovery and planning, feasibility reports, scope management, primary contact for project teams, Incident, Problem & Change Management processes, deployment coordination and post go live support.

Partnered with cross-functional teams to clarify expectations, define and coordinate resource requirements, develop estimates and work plans to provide for deliverables, schedules, communication, quality of testing and end use adoption and definition of acceptance criteria.

Directed the work activities and priorities of team leaders, architects, consultants, analysts and technicians engaged in design, procurement, testing, and implementation of projects and activities.

Ensured project change initiatives met objectives by implementing process improvements as project developed and revised as appropriate to meet changing needs and requirements via change control processes.

Utilized MS Project, Jira and ServiceNow to manage an average of 4 -5 concurrent projects with varying budgets ($10 million - $10,000) with timelines of 3 years – 6 months with team sizes varying from 2 – 30.

Managed Stakeholder requirements and project components from end to end such as budget, issue tracking, communications and change management to provide continuous management of project scope.

Facilitated contract negotiations, SOWs, proposals, project meetings, demos and retrospectives.

Guided teams through impediment removal.

Identified and minimized exposure to risks, incidents and problems on projects and developed risk response strategies.

Ensured project documents are complete, current, and stored appropriately.

Developed and tracked metrics related to issues, budget, scope and schedule and reported team hours and expenses on a weekly basis.

Established and communicated standards to manage cost and ensure continuity of applications.

Trained users in usage and implementation of systems and processes and ensured HL7 compatibility with Epic, EClinical and other EMR software.

Performed project closure processes and analysis.

Hines VA Hospital Hines, IL

Project Coordinator/Change Management 09/12-11/14

•Integral part of the Global Change Management network helping to build and develop change management capability across the VA Regions.

•Utilized ITIL framework for the design, development and delivery of change, incident and problem management solutions at an operational level.

•Worked across complex stakeholder groups, driving engagement and using adaptive leadership skills to bring people on the “change management journey.”

•Coordinated with other VBA Regional departments on release status, issues, schedules and scope.

•Developed, maintained and ensured change management documentation for projects, workflows and tasks to include quality metrics and ensured all changes complied with ProPath, ITIL and Department of Veteran Affairs.

•Facilitated change management via Change Requests to document, authorize and monitor the deployment of changes needed to resolve Requests, Incidents and Problems via ServiceNow ticketing system.

•Managed the centralized code repository for VBA custom applications and release management documentation.

•Performed Configuration Management and Quality Assurance activities in the Systems Implementation Office (SIO) Pre-Production environment for the Veteran’s Benefits Association.

Blue Cross Blue Shield Waukegan, IL

Technical Analyst 03/10-09/12

•Level 2/Level 3 support with installing, deployments (SCCM package building), hardware configurations, physically moving, changing, upgrading and computer hardware disposal.

•Installed Enterprise software applications for printers, laptops, workstations, tablets & smartphones.

•Configured & supported Cisco IP phones. Setup computers, tablets and mobile devices for new hires.

•Desktop support, end user support with Windows OS, Mac, MS Office, Visual Studio, Adobe Suite, audiovisual, web conferencing, online application support, VPN login assistance, SAP application assistance via phone, email, chat, desk side & remote support

Comcast Corporation Tinley Park, IL

Customer Account Executive/Help Desk Technician 11/09-03/10

•Provided technical software, hardware, and network problem resolution to computer and email users by performing question/problem diagnosis and guiding users through step-by- step solutions in a call center environment.

•Desktop support, Installed, upgraded, supported and provided troubleshooting for hardware, software and printers. Assisted users with VPN and Citrix access.

•Created and revised technical documentation and processes in knowledge database.

Motorola Arlington Heights, IL

Technical Support Specialist – Team Leader 1/ 2004 – 11/2009

•Desktop support, software, printer and network support. Network outage triage.


Bachelors of Science - DeVry University Chicago, IL

Major: Technical M ‘anagement / Minor: Computer Information Systems

Masters of Project Management Student – Keller Graduate School of Management

Certified Scrum Master

Project Management Professional Certification: In Progress


Anita Borg Institute for Women in Technology – Chicago Chapter Community Leader

Illinois Chapter, American Academy of Pediatrics (ICAAP) – Member

Project Management Institute – Member

Our Children Our Future – Board Member

National Honor Society - Member

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