Project Manager Customer Service

Carol A. Becker

***** ****** *****

Parker, Colorado 80134

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

Cell: 720-***-****

Email: *********@*****.***

SUMMARY:

A dedicated professional with over 10 years of management experience.

An experienced Project Manager (7+ years of experience) within software

development and product management.

Thorough knowledge of cross-functional project management concepts, methods

and practices

Proven ability to support multiple projects with medium to high complexity.

A strong emphasis in process management - built processes, procedures, and

documentation.

Familiar with Software Development Life Cycle (SDLC) and Six Sigma.

Excellent client relations skills - training and negotiations.

SOFTWARE/HARDWARE:

MS-Project, MS-Office (Excel, Access, Word, MS-PowerPoint), Visio, TOAD,

Oracle, AnalytiX, SQL, SEQ Query Language (similar to SQL), Data Junction,

Import, HEAT, DB2 5.2, Internet Explorer 5.0, Remedy, Mercury Quality

Center, Rational ClearQuest, Clarity (user and admin), HL7, AquaData

Studio, Interface Explorer

EXPERIENCE:

Kaiser Permanente (Contractor), July 2014 to current

CA Clarity Senior IT Project Manager

. Manage the implementation and conversion of new organization values in

Clarity.

. Implement Clarity project management status reporting.

. Provide written documentation for applications and processes.

. Document business requirements and specifications

. Conduct status meetings and ensured tasks were on target to meet

goals.

. Facilitate the definition of project scope, goals and deliverables

. Track project deliverables using appropriate tools

. Provide direction and support to project team

. Monitor and report on progress of the project to all stakeholders

. Implement and manage project changes

. Mitigate project issues and risks

Catholic Health Initiatives (Contractor), February 2008 to April 2014

Supervisor Integration Applications/ Sr. Project Manager-BA

. Managed a staff consisting of both contract and full time employees.

. Managed resource assignments and allocations for multiple projects.

. Directed training and mentoring processes for HL7 integration team.

. Prepared time and cost estimates for integration project requests.

. Managed hospital integration projects involving 80+ HL7 interfaces

with various clinical and financial systems (MEDITECH, McKesson,

Cerner)

. Managed the implementation of Clarity software across enterprise,

including setup of organizations and entities, creating custom

attributes and portlets and setup and training of users.

. Created documentation templates and job aides

. Acted as escalation point for project teams and end users.

. Documented interface specifications, source and destination data

elements, translation values, and system specifications to pass data

both to and from numerous applications for HL7 message traffic

including ADT, ORM, ORU, DFT, MFN, RDE message types

. Analyzed and mapped HL7 data for creation of various application

interfaces.

. Tested, validated and customized interface mappings

. Created test plans and directed the testing phases of technology

projects.

. Conducted status meetings and ensured tasks were on target to meet

goals.

. Provided user training and support during implementation process.

. Created reports to identify production application issues.

. Served as the liaison between the business customer and the

development organization.

. Implemented web-based learning management system, LEARN, across the

enterprise.

. Prepared and analyzed RFP for HR total compensation web application.

Comcast, March 2001 to January 2008

Sr. Project Manager/ Sr. Business Analyst

. Managed release schedules for multiple development work queues.

. Developed project plans, monitored project deliverables, worked with

stakeholders and participants to manage schedules and project risks.

. Provided status reports and project metrics to senior management.

. Efficiently generate project information and accurately establish

project scope

. Defined and implemented release management strategies for telephony

(VOIP), and high speed data provisioning applications.

. Support client initiatives; which include project definition, planning

and scheduling.

. Tracked project schedules, issues, and ensure tasks are on target to

meet goals.

. Drafted and reviewed user documentation for applications and

processes.

. Gathered business requirements and wrote ETL specifications for the

data warehouse.

. Analyzed and mapped CSG and ICOMS customer, order and billing data for

creation of a data warehouse.

. Implemented internal database containing CSG customer, order and

billing data and converted vendor queries to SQL.

. Performed business needs and gap analysis for application upgrades and

enhancements.

. Identified process improvement opportunities and directed efforts to

address those opportunities.

. Identified and documented business requirements and business

processes.

. Lead application development teams through the development life cycle.

. Served as the liaison between the business customer and the

development organization.

Rhythms NetConnections, June 2000 to January 2001

Project Manager

. Managed on-boarding projects for DSL partners; which included

performing business needs analysis, working with sales representative

on product positioning, and overseeing the delivery of technical

requirements.

. Led engagement teams in the development of customer requirements

documentation, process alignment, performance reporting requirements,

business case definition, training, project planning and reporting.

. Served as the liaison between the partner/customer and order

fulfillment process owners and the quality organization.

. Identified process alignment gaps and drove efforts to address those

gaps.

Ensured highest level of customer satisfaction by evaluating and

initiating improvement where necessary.

. Served as point of escalation on issues relating to assigned accounts

and was responsible for ensuring problem resolution.

Experian DBMS, October 1995 to April 2000

Manager Client Support and Database Implementation

. Managed support staff, providing application support for 200 external

clients in Windows 95/98/NT environment and database design and

implementation teams(database marketing development).

. Developed and implemented an application support training program that

decreased the ramp up period for new support representatives.

. Monitored performance and service delivery metrics and established

plans for meeting and exceeding targets.

. Assisted the Product Management group in defining product enhancements

and release schedules.

. Defined and implemented support team's escalation procedures.

. Ensured high level of customer service by continually reviewing the

efficiency and quality of the team and implementing corrective action

and improvements accordingly.

. Identified development plans for team members' technical and personal

skills.

. Wrote ETL specifications and created the technical documentation for

client databases.

. Fine-tuned householding algorithm for client databases.

. Worked with System Architects in the identification of appropriate

software, hardware, and systems solutions for projects.

. Collaborated with the Sales Department to define and price consulting

services.

. Provided escalation support for customers on an on-going basis to

resolve data, database and application issues.

. Worked with DBA and Data Modelers to define the requirements for

databases.

. Tested/verified database integrity, product enhancements, researched

and reported product defects.

. Served as primary interface between team members and the

Engineering/Testing groups.

. Resolved complex software application and configuration issues.

Fiserv, April 1991 to October 1995

Conversion Analyst

. Prepared functional system design documents detailing conversion

specifications.

. Reviewed file layouts and system documentation.

. Performed data manipulation/data mapping, file coding and report

review.

. Tested and reviewed final data file to ensure accurate conversion of

data.

. Provided post conversion training and support.

. Acted as primary liaison between Fiserv and client financial

institutions.

. Researched and tested system enhancements and defect corrections.

EDUCATION:

University of Colorado, 1982 to 1984.

Liberal Arts

Arapahoe Community College, 1986 to 1988

Computer Science

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