Project Manager Customer Service

DELENA K. PARSONS, PMP, CSM

*** ********* ******, ************, ** 19147

215-***-**** ( ******.*******@*****.***

www.linkedin.com/in/delenaparsons

INFORMATION TECHNOLOGY PROFESSIONAL / PROJECT MANAGER

Expertise includes Project/Program Management for large IT and business

projects, proven experience in successfully managing complex, multi-phase

application development projects through all aspects of SDLC as well as

Agile/Scrum; consulting company account management in service delivery to

financial, manufacturing, telecommunications, chemical, and banking

businesses; experience in business process re-engineering and process

improvement involving broad-based information systems utilizing tools and

techniques to affect business change; ability to interact with all levels

of personnel from technical to high level executive management and

influence key stakeholders; A problem solver, process-centric, assertive

yet collaborative manager, who delivers on-time, on-budget results and

provides outstanding customer service.

Project Management / Process Improvement Client Relationship Management

Process Driven Application Support / Account Management

Maintenance

P&L / Budget Management Program Management

Vendor Relationship Management / Tool Management Consulting

Selection

Off-shore Resource / Utilization Management Staff Development / Management

PROFESSIONAL EXPERIENCE

Comcast, Philadelphia, PA

03/2014 - present

SR PROJECT MANAGER

Working in an Agile environment, managing projects to streamline systems

for sales and order processing support for small and medium businesses.

Worked with SalesForce.com and custom applications in a multi-vendor

environment, responsible for all phases of project timelines. Used Clarity

PPM.

CIGNA, Philadelphia,PA

03/2012-02/2014

sr project manager

Responsible for a large development project for Home Delivery Pharmacy

organization, creating a new application for electronic prescriptions using

service-oriented architecture - JBOSS service layer, MQ-based message

brokering using SureScripts network. Managed web-based front end

development and integration into legacy fulfillment system using

Agile/Scrum with on-shore & off-shore resources; delivered monthly releases

on time and on budget with minimal defects. Also managed infrastructure

projects: Windows 7 application remediation project, Group Insurance feeds

into a corporate customer database as well as implementing wireless

networking capability in the Blue Bell PA facility. Used Clarity PPM.

AmeriHealth Mercy, Philadelphia, PA

01/2012-03/2012

senior project manager

Responsible PeopleSoft HR and Financials v9.1 upgrade and Hyperion v11

upgrade as well as integration of SuccessFactors HR modules. Used Clarity

PPM.

INDEPENDENCE BLUE CROSS, Philadelphia, PA

08/2011-12/2011

senior project manager

Responsible for end-to-end automation of IBC's delinquency and termination

processing for Medicare subscribers (including compliance with all CMS

mandates) and commercial lines of business. Includes full SDLC to

consolidate all delinquency and termination activities. Worked closely

with business department executives including Billing, Enrollment, Customer

Service, Compliance, Government Programs and Operations. Used a hybrid

Agile approach in the development work. Used Clarity PPM.

HEWLETT PACKARD, INC., Philadelphia, PA

4/2011 to 8/2011

program manager

Following HP's Automation Program Management Office process, developed

business cases and managed global automation projects for Global Service

Desk and Work Place Services organizations. Planned, scheduled, staffed

and managed a set of automation projects to standardize Exchange and Active

Directory request fulfillment including infrastructure implementation and

script development using HP's Operational Orchestration project.

RADIAN GUARANTY, INC., Philadelphia, PA

2008 to 2010

senior project manager

Following Radian's Project Management Office's formal SDLC methodology,

managed infrastructure and Finance/Shared Services projects across the

enterprise. Managed PeopleSoft development, upgrade and enhancement

projects in support of Radian's MI business working with developers, global

operations, application administrators, customers and external partners.

Installation and implementation of Sharepoint for internal team sites &

dashboard reporting using SSRS. Managed Software as a Service

implementations for HR (USG's UltiPro HR/Payroll system); used a hybrid

Agile approach.

COMPUTER AID, INC., Wilmington, DE

1996 to 2008

Global IT services firm

project manager, Radian Guaranty, Inc., (2005 to 2008)

Successfully managing complex, multi-phase application development projects

through all aspects of SDLC. Worked with global operations, solutions

delivery, and quality assurance organizations to implement cost-avoidance

upgrades and re-architect the environment for future growth.

. Delivered on-time and on-budget results in successful coordination with

other business-focused projects and base work while achieving hard dollar

savings.

service delivery manager, (1999 to 2005), DuPont, Rohm & Haas, Global

Crossing, Kellogg's, R.E.M., NJ CCMUA

Responsible for multiple consulting engagements, managing over 85 technical

resources (both on-site and off-shore) performing application support for

Fortune 100 clients. Full responsibility for client relationships, customer

satisfaction, and business expansion.

. Managed all areas of P&L for each account including managing to and

exceeding revenue and profitability goals; consistently managed accounts

through cost containment and driving use of lower cost resources

including off-shore.

. Provided experience in business process re-engineering and process

improvement involving broad-based information systems utilizing tools and

techniques to affect business change.

. Mentored and coached multiple team leaders; ownership for all teams'

performance and adherence to CAI's proprietary methodologies and

structured support processes. Ensured teams' use of CAI's tracking tool

and delivery of monthly metrics and return-on-investment statistics to

executive client management.

. Client proposal generation, solution development and marketing for

business expansion while assuring service delivery to written Service

Level Agreements; vendor and tool selection.

project manager, rohm and haas, (1997 to 1999)

Responsible for a 20,000+ hour field-expansion project for client's order

processing and inventory management system as well as Y2K remediation.

. Staffed the teams, developed project plans and detailed tactical plans to

accomplish all aspects of the extremely complex scope; monitoring

milestones against project plan and reporting to the client.

. Worked with interfacing application support staff to coordinate

implementations and provide technical information and communications.

project leader, dupont, (1996 to 1997)

As Project Leader, responsible for DuPont's General Accounting Program

suite of applications as part of CAI's structured support engagement.

. Led a team of 10 in operational support of the applications

. Created new processes to streamline and standardize application

processing (online and batch) and hotline calls.

JP MORGAN SERVICES, INC., Stanton, DE

1988 to 1996

DATA CENTER MANAGER, (1994 to 1996)

. As Project Manager for enterprise event scheduler conversion from CA-

7 to Control/M, led the conversion of 200,000+ batch jobs and 100+

mainframe and c/s apps to completion in 6 mos.

EDUCATION / CERTIFICATIONS / PROFESSIONAL DEVELOPMENT

Certified Scrum Master (CSM), 2010, Penn State Great Valley

Project Management Professional (PMP), 2008, Project Management Institute

A.S. Computer and Information Science, Montgomery County Community College,

Blue Bell, PA

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