Project Manager Customer Service

CONNIE HERMAN

***** ****** ***** **** *****: 303-***-****

Parker, CO 80134 Email: ***********@*****.***

SENIOR-LEVEL PROJECT MANAGER/DIRECTOR CANDIDATE

A top-performing Manager with over 15 years' experience in development and

implementation of Project Management practices, including Agile Scrum /

Kanban. Natural born leader and highly effective manager able to clearly

and concisely communicate objectives, resolve technical or process

bottlenecks, and establish priorities for cross-functional teams. Trusted

advisor to C-level executives, adaptable to any business situation with the

confidence, insight, and experience to resolve complex multi-organizational

issues and improve process through persistent analysis and strong

communications skills.

Areas of Expertise

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Program Management Project Management Release Management

Agile Scrum/Kanban Change Management Process Implementations

SDLC/Waterfall ITIL Service Desk Leadership

Production Support Problem Resolution Quality Assurance/Testing

Team Building Customer Focused Team Foundation

Desktop/Mobile PMI Methodologies Server/JIRA

Omniture Analytics

Professional Experience

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DOUBLE CHECK SOLUTIONS, LLC. Denver, CO 2/2014 - 8/2014

Manager, Software Production and Release

. Responsible for managing the end-to-end Agile Scrum/Kanban process for

new software development products.

. Facilitate Agile ceremonies - grooming, elaboration, sprint planning,

retrospectives, daily stand-ups, etc.

. Mitigate potential issues by making appropriate tradeoffs with the Agile

team members.

. Work with senior management to prioritize and scope project milestones

and releases.

. Manage interdependencies to ensure milestone adherence and maintain the

integrity of the planned release.

. Lead the planning and implementation of projects, present achievements

and negotiate future development with senior management.

. Protect team from over-commitment, manage backlog, and prioritize

resolution of defects/bugs.

. Reallocate and balance technical resource levels on all project teams to

enhance their performance and their ability to meet the demands of

complex and changing business requirements.

. Scrutinize all project design documents developed by the engineering team

in order to identify changes necessary to improve the accuracy of the

project plans for the team.

. Develop Release/Change management standards and practices based on ITIL

methodologies.

. Define internal processes for Test and Development to gain efficiencies

and accelerate project delivery.

. Form strong project teams by proactively leading, coaching and motivating

team members, facilitating relationship building among team members and

resolving conflict.

. Drove the implementation of business requirements, identified in

collaboration with department stakeholders, to improve and enhance

application features.

Dice Holdings, (formerly onTargetjobs) Centennial, CO 9/2006-2/2014

Director Production (2/2010-2/2014)

Agile Project Manager/Director duties

. Effectively trained, motivated and mentored a team of 3 Project Managers,

3 Production Support Engineers and 5 Quality Assurance Engineers as

direct reports along with 20+ Development Engineers as dotted line

reports.

. Successfully migrated 5 project teams from Waterfall to Scrum within 6

months.

. Worked with product managers on the practice of creating clear and

concise epics/stories.

. Facilitated successful project definition, planning, scheduling and

resourcing meetings.

. Catalogued and implemented effective project management and scrum master

techniques and made them available to improve team performance.

. Facilitated Agile ceremonies from elaboration, spring planning, daily

stand-ups, demo and retrospectives.

. Accomplished critical program objectives by skillfully directing the

project development efforts of multiple scrum teams on complex project

initiatives, including new product, legacy and mobile application

efforts.

. Developed Quality Assurance and Testing best practices used within the

Agile Scrum framework for desktop and mobile applications.

. Chaired business impact and status meetings with the Senior Management

team on all ongoing project initiatives.

. Developed key performance metrics to ensure productivity and

effectiveness of the Agile teams.

Production Support duties:

. Introduced a highly effective ITIL Change/Release Management Process to

help seamlessly integrate new software releases into the production

environment.

. Manage and implement the release process for the progression of code in

the development, test and production environments.

. Partnered with stakeholders to develop release acceptance criteria and

gain sign-off once acquired.

. Lead daily triage reviews to prioritize issues and mitigate risk.

. Conduct Release Readiness reviews, Milestone Reviews and Stakeholder

Go/No-Go reviews.

. Applied QA/QC measures prior to production implementations as part of the

Release Management process, which ensured the highest level of quality

was achieved.

. Lead the implementation and continued management of the Production

Support department focused on customer satisfaction.

Manger Production Support (2/2010-10/2010)

. Developed the scope of the newly formed department by guiding the tier 1

support team towards effective services delivery for the entire

organization.

. Introduced new operational policies and procedures compliant with ITIL

(Service Desk/Incident Management) to triage and implement timely support

requests based on SLAs.

. Evaluated production issues for risk and activated plans that facilitated

resolution in a timely manner.

. Coordinate post implementation reviews to assist with evaluation of

release quality.

. Organized the day-to-day operations of the Service management area.

. Developed and monitored the escalation procedures that documented issues

to ensure customer service levels are maintained.

Project Manager (4/2008-10/2010)

. Managed day-to-day project management activities for a team of 3 project

managers.

. Skillfully delivered high-profile, complex projects that spanned multiple

company verticals.

. Directed multiple project teams to facilitate the migration of acquired

companies onto a common project development platform.

. Conducted ongoing project analysis, mitigated scope creep, and

communicated project status to executive level stakeholders.

. Acted as Scrum Master for the most complex multi-organizational projects.

. Synthesized input from the project teams to determined objectives,

mitigate project impediments, and establish project milestones.

. Performed risk assessment and analysis and escalated issues to the proper

channels.

Senior Business Analyst (9/2006-4/2008)

. Chaired planning and design sessions with key project stakeholders.

. Created comprehensive use case models, business requirements, and

specifications for complex project efforts.

. Developed functional wireframes for the organization.

. Introduced best practices for team communications, risk and needs

analysis, and problem resolution.

INDEPENDENT BUSINESS OWNER, Denver, CO 11/2003- 9/2006

Massage Therapy/Personal Trainer

IZOIC, INC, Englewood, CO 4/2000- 11/2003

IT Manager, User Education/Technical Writing

. Directed and managed cross functional team of Technical Writers, Business

Analysts and Corporate Trainers.

. Analyzed and researched business systems to re-engineer process and

procedures for greater productivity.

. Created online help (CBT) applications for training and support.

. Established roles and responsibilities that clearly defined tasks and

improved the agility of the organization.

. Translated processes and ideas into clearly written content and effective

visual training tools

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