Project Manager Customer Service

MARTHA BERNHOLZ

acdbxq@r.postjobfree.com 505-***-****

SUMMARY

Customer service orientation

Excellent communication skills

Facilitation and negotiation skills

MBA, Management of Information Systems

PMP Certification

EXPERIENCE

2012 - 2014 Presbyterian Healthcare Services (PHS.org)

Project Manager (Contractor – Sabio Systems)

Managed Facets upgrade from v 5.01.008 to v 5.01.013 in order to provide functionality

for the HIX implementation and compliance. While Facets and HIX were two separate

projects, there were a number of overlapping requirements and I worked closely with the

HIX management and development teams.

Management included ISQA, standardizing the development, UAT, and Configuration

environments between Facets and HIX servers and oversaw the implementation of newly

developed extensions to Facets and software to meet HIX requirements. Core team of 10,

including developers, IT Support, IT Security, QA staff, Configuration, benefits testers, and

business staff from Claims, Premium Billing, Finance, and the Call Center.

Project documentation included Scope, Work Breakdown Structure, Project Schedule,

Business Process Documentation, Project Change Requests, Weekly Project Updates, Bi-

Weekly Project Reporting, and Presentations to the enterprise IT staff. Used MS Project

Server, Word, Outlook, Excel, Visio and Project 2007.

Managed Windows 7 upgrade from XP across four departments. Defined base images

and profiles for the separate departmental requirements, managed schedule, and hardware

upgrades as necessary.

Project documentation included Scope, Requirements, Work Breakdown Structures, and

Project Schedule.

Managed customer service departmental implementation of NM Centennial Care, a

new model for Medicaid. Managed state deliverables and planning for the call center and

member education, development of training and cultural competency, health literacy and

education plans, developed business requirements for IT upgrades and interfaces, as well

as staffing models.

Project documentation included Work Breakdown Structure, Project Schedule, Business

Process Documentation, and Weekly Project Updates. Used MS Project, Word, Outlook,

and Excel.

Managed upgrade of Facets software from v. 4.71 to v. 5.01. Implement Citrix XenApp

delivery of the Facets client to a user base of 700+. Implementation of local installations of

the client which included the rollout of Windows 7, updating proprietary software, and

defining profiles for various users groups including, the Call Center, the benefits

configuration team, and ISQA.

Project documentation included Charter, Scope, Work Breakdown Structure, Project

Schedule, Business Process Documentation, Weekly Project Updates, and Bi-Weekly

Project Reporting. Used MS Project Server, Word, Outlook, Excel, Visio and Project 2007.

Managed enterprise-wide project to migrate physical SQL servers to virtual

machines. Project successfully completed saving Presbyterian over $700,000 in annual

licensing costs. Project management included extensive simultaneous engagement with

multiple teams including Internal and External Automation, Service Support, Shared

Services, Clinical Applications and Business Systems Services over a 6 month period as

well as coordination with the PMO, the Director of Applications and Change Management.

Project documentation included: Charter, Scope, Work Breakdown Structure, Project

Schedule, Business Process Documentation, Project Change Requests, and Weekly

Project Updates. Used MS Word, Outlook, Excel, Visio and Project 2007.

2009-2012 Department of Health and Human Services, Indian Health Services (IHS.gov)

Project Manager (contractor -- Data Basis)

Managed clinical application development projects for the Indian Health Service that

depended on accessing data from the national data warehouse of EMR. These applications

were custom built to meet reporting requirements or to track data for research or clinical

prioritization. I documented business requirements developed and translated these

requirements into technical specifications. Managed developers using an iterative

methodology which helped customers and team members to more clearly understand

options, alternatives and requirements.

Project management included managing the project scope, timeline, quality assurance and

budget, troubleshooting and problem solving, and interacting with clinicians and IHS

management as well as reporting to Data Basis senior leadership.

Additionally I was responsible for user guides and all other project and application

documentation.

2000-2009 Ziamedia, Inc.

Project Manager (previously UI/UX Developer, Account Manager)

Managed development of interactive applications and technology solution implementations

and upgrades. Oversee IT operations including data, networking, and vendor management.

Project management included training personnel, resolving communication issues, defining

requirements and resources, metrics, milestones, budget, and success, designing and

monitoring ongoing process improvement activities, documenting projects accurately and

managing issue resolution activities.

Met frequently with clients including Fidelity Investments and Mattel Interactive to report on

project metrics, address issues, and manage change.

TECHNICAL

Adobe InDesign Creative Suite, Adobe Technical Communications Suite, web authoring

software and all MS Office applications including Visio, MS Project and SharePoint.

VMware, SQL Server, IT architecture experience, HTML, CSS, JavaScript, jQuery, SQL,

ColdFusion, PHP, Ruby on Rails, SOA. SDLC, Web prototyping, concept modeling, use

case development, wire framing, Eclipse, Dreamweaver, Adobe Acrobat, Section 508

compliance, Quality Assurance and Testing.

EDUCATION

MBA / Management of Information Systems / University of New Mexico

BA / Fine Art / Goucher College

CERTIFICATIONS

PMP

Certified ScrumMaster

ITIL Foundation in progress

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