Project Manager Customer Service
Resume:
Eleanor J. Pavol
Manville, NJ 08835
Cell Phone: 623-***-****
******@*****.***
SUMMARY:
Over 15 years experience as a senior IT/Business Project Manager with vast experience in Software Development Life Cycle
(SDLC) and Release Management. Major strengths include the ability to successfully and profitably manage numerous small, medium and
multi-million dollar turnkey concurrent projects through all project phases from conception through completion within targeted cost, schedule,
and compliance parameters. Extensive experience in working with IT/Operational/Functional teams in a highly collaborative, interactive
atmosphere in order to establish clear objectives and team accountability expectations. Proven ability to identify and remove project
roadblocks that prevent the project from accomplishing its goals.
Key Expertise:
• Recruit/ manage/mentor project teams that include members across operational/ functional areas and lead/motivate the team to
project closure to include Lessons Learned and Final Project Report
• Analytical and insightful; ability to successfully interface with stakeholders/vendors regarding project objectives
• Conduct Work Breakdown Structure meetings to determine major deliverables or products to be produced
• Control Finances via project budget
• Scope, Risks, Quality, Change, Communication and Issue Management and reporting
• Conduct/participate in Project Change Control and reviews
• Reporting – Conduct weekly/monthly status meetings and report to Team, Stakeholders and Executive Managers
• Develop and implement a PMO that supported strategic planning governance and closing of numerous projects
• Experienced in Waterfall and Agile Software Development Lifecycle (SDLC) methodologies
• Requirements – Technical, functional, and business requirements gathering
• Software Test Plan/Cases – Unit, Smoke, Sanity, Regression, System, Integration, Load, Acceptance testing
• Preparation/execution of contracts such as Request for Proposal (RFP), Statement of Work (SOW), Non-Disclosure agreements
(NDA), and Master Service Agreements (MSA).
SKILLS SUMMARY:
Project Management: Fifteen years experience with Custom Software Development, Database Design (SQL/Oracle), Systems
Engineering, System Migrations/Integrations, Enterprise-wide Implementations
IT Project Lifecycle: Fifteen years experience with Business/Technical Requirements Gathering/Analysis, Costing & Budgeting, Project
Scheduling, Risk Management, Testing/Quality Assurance /Rollout/Support
Value-Added Leadership: Fifteen years experience with Cross-Functional Supervision, Team Building & Mentoring, Client Relations &
Presentations, Business & IT Planning, and Vendor Management
Operating Systems: UNIX, Solaris, Windows 2000/XP/Vista/7/8
Databases: MS SQL Server, Oracle, DB2
Ancillary Skills: MS Project 2010, MS Excel 2010, MS Word 2010, MS PowerPoint 2010, MS OneNote 2010, MS Visio 2010, MS
SharePoint Workplace 2010, MS Project Server 2007, Personal Computing, familiar with ISO principals, SABLIME/Source Code Version
Control, Agile, HP ServiceCenter V6.2, Jira/GreenHopper
CAREER PROGRESSION as a Senior IT/Business Project Manager:
• TriWest Healthcare Alliance, Phoenix, AZ, Senior IT/Business Project Manager
11/2006 – 6/2013
o Led a large team to relocate the Claim’s Data Warehouse, migrate data and upgrade Oracle
o Managed teams that developed/deployed numerous web-based portal projects that improved process Service Level
Agreements (SLAs) by 15%
o Effectively managed Software Engineers, Business Analysts, Systems Analysts, and Testers to determine requirements,
develop software and test functionality that supported TriWest’s healthcare applications
o Led the efforts of Network/Software Engineers and Database Administrators to the development/deployment of
Cisco’s/eGain’s software solution that interfaced with TriWest’s Customer Service Representative’s Cisco’s IP Interactive
Voice Response (IVR) telephony platform; Inbound service level improved 5%, calls handled within 45 seconds
increased to 85% from 80%
o Managed and directed the collaboration with other IT Project Managers, vendors and Executive Management for
successful project execution
o Effectively managed the gathering of business/technical requirements for each project
o Conducted/attended Change Advisory Board (CAB) meetings to review requested changes and assist in the assessment
and prioritization of changes
o Resolved technical issues and resource conflicts, managed escalation as needed on all projects
o Worked closely with Scrum Masters/Product Owners to ensure delivery of quality projects within budget
o Established IT PMO and Implemented Process and training
Environment: Oracle Database, Oracle Development Suite, SQL Database, HP ServiceCenter, MS SharePoint,
JIRA/GreenHopper, C++, JAVA Platform, VB.NET Framework. Linux.UNIX, Application protocols HTTP,
HTTPS, SMTP, etc, Network Security Juniper, VPN, SSLVPN, LDAP, Cisco/HP Data Center Architecture
Network, Servers, Storage
Eleanor J. Pavol
Page 2
• Ewing Solutions, Phoenix, AZ, Senior IT/Business Project Manager
7/2005 – 7/2006
o Established onsite presence at Cleveland Ohio, Santa Fe/Albuquerque school district locations in order to gather
business requirements and technical requirements for software development
o Led efforts to the design/development/deployment of Ewing Solution’s QuikWriter Individual Education Plan (IEP)
software to Cleveland Ohio and Santa Fe/Albuquerque New Mexico School Districts
o Developed project charters/plans/schedules/requirements/issues log and conducted status meetings/calls
o Designed and developed an Issue Tracking In-Take process
o Reported achievements and project statuses to project team and sponsors
o Produced/distributed weekly/monthly project status reports
Environment: JAVA Platform, HTML, VB.NET, XML, and SQL technologies
• Consultant – Best Software, Scottsdale, AZ, Senior IT Project Manager
11/2004 – 3/2005
o Managed the development and deployment of ACT!’s Customer Relationship Management (CRM) Palm/Pocket PC
integration software releases to customers
o Facilitated daily/weekly status meetings/calls to discuss and managed escalation as needed
o Resolved technical issues and resource conflicts
o Produced/distributed weekly/monthly project status reports
Environment: .NET, SQL Technologies
• Teledraft, Chandler, AZ, Senior IT/Business Project Manager
10/2003 – 11/2004
o Managed the development and deployment of Teledraft’s electronic payment service upgrades to clients
o Developed and documented procedures for client payout, detailed project plans and project schedules
o Facilitated daily/weekly status meetings/calls to discuss and managed escalation as needed
o Resolved technical issues and resource conflicts
o Produced/distributed weekly/monthly project status reports
Environment: JAVA Platform, HTML, VB.NET, and SQL technologies
• Tellium, Longbranch, NJ, Senior IT Project Manager
6/2001 – 6/2002
o Led the efforts of 20+ Network/Software Engineers in the development and deployment of Tellium’s StarNet Software
Suite for optical networking
o Developed project charter, project plan, schedules
o Led a QA team of 15+ testers/engineers in lab testing and published results
o Monitored and resolved technical issues and managed escalation as needed
Environment: Aurora Family of Optical Switches, CAD, XML, ASAP Script
Early Career Experience:
o Fifteen years experience leading efforts to engage teams of 40+ Software Engineers/Business Analysts/ Testers to
deliver AT&T’s Contact Center Call Plan software and performed duties as a Release Manager
o Effectively managed AT&T’s Long Distance Billing platform that included the customer’s bill plan, bill calculations and bill
distribution
AWARDS:
AT&T’s Silver HARP Award for Project Managing the implementation of the Mechanized Account System.
AT&T’s True Heroes Award for ensuring the integrity of AT&T’s customer data.
AT&T Award for managing the updating of tables for all Local Carriers converting to Invoice Derived Billing.
TriWest’s All Star Awards/Certificate of Appreciation for Project Managing the deployment of:
o Government Change Order for TriWest’s Beneficiaries’ Enrollment Fees and Premiums System
o Data Warehouse Redesign. MEDai’s Healthcare Provider’s Risk Navigator Performance Solution,
o Online Care Program
o ImageNow document management application
o Shutdown of 98 TriWest TRICARE Service Center locations
o Upgrade to TriWest’s Customer Service Representative’s telephony platform
o Upgrade to HP ServicekCenter V6.2 Problem Management/Change Management tool
o Replaced FAX Browser process with a web interface for patient care authorizations
o Router/Switch Upgrade
TRAINING:
AT&T certified for Project Management Essentials and Contracting for Project Managers.
AT&T certified for SABLIME User and Administrator training.
Microsoft Office Project Sever 2007 Implementation/Administration
The America Academy of Project Management Master Project Manager Certification, PMRG#: 1549
Member of the Project Management Institute (PMI)
PMP Certification scheduled
EDUCATION:
Rutgers University College
Major: Business Administration
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