JACQUELINE FLOWERS

*** ********* **** **.

Simpsonville, SC 29681

678-***-****

acppcy@r.postjobfree.com

SUMMARY

A solutions-driven IT Professional with extensive experience in Information

Technology, Telecommunications and Business Management. Experienced and

certified technical program manager, and team leader, with over 12 years in

project/program management and implementation of technical solutions,

utilizing SDLC. Customer-focused, highly organized self-starter with

effective customer-service skills and demonstrated ability to manage

technical aspects and pre-sales projects. A resourceful and creative

problem-solver, with a proven aptitude to analyze and translate complex

customer requirements, business problems, and to design/implement

innovative customized solutions. Articulate communicator who can blend

technical expertise with exceptional interpersonal skills while interacting

effectively with customers, sales staff, and technical/development teams.

SYSTEMS EXPERIENCE & PROFICIENCIES

Microsoft Workbench, Office, MS Project 2007,2010,

SOFTWARE Java Servlets, Visio, Front Page, Mercury Loadrunner,

Webex, Changepoint, Sharepoint, WBS, MS Project

Server 2007, Web Methods (MWS 7.1.2, 7.1.3), Quality

Center, Oracle CRM, PeopleTools Upgrades, Ecosys,

Primavera, Clarity

DATABASE SOFTWARE SQL Server, Oracle 8i, 11i, CRM

LANGUAGES JavaScript, SQL, Visual Basic 5.0, Cobol, Java, HTML,

C, Webmethods

EXPERIENCE

Elavon, Inc., Atlanta, GA Apr 2013 -

present

Director, Project Management/Program Manager

Manage large complex programs ranging from 300K - 10M+, for payment

processing customers. Lead and manage mutliple crossfunctional and

geographically dispersed project teams in a matrix environment. Develop

project plans and conduct weekly status reporting to deliver multiple

customer implementations of PMS and POS systems. Primary point of contact

for all program related activities and deliverables for retail and

hospitality customers. Collaborate with project sponsors and stakeholders

to review strategy and solutions to gain commitment . Support client

relationships and act as client advocate to achieve project goals

. Implemented escalation and consistent notification processes to

improve delivery timeframes and customer response times for the a

major hospitality customer

. Organized program and built transparent view for status reporting to

the customer

. Modified communication process to speed up implementation scheduling

process

Consultant, Atlanta, Ga Jan 2012 - Apr.

2013

Sr Project Manager

Lead and manage geographically dispersed cross functional project teams.

Devise and maintain a workable plan, to develop and deploy solutions in

accordance with the needs of the project. Serve as project communication

clearing house for all formal project status reporting. Develop and

maintain all project manager deliverables throughout the project

.lifecycle. Identify and actively manage project risks and issues to

develop a project risk & issue management plans. Manage interaction between

the customer, vendors, and the internal IT project team to ensure that

appropriate relationships exist to produce positive project outcomes.

Manage the project change control process, status reporting, project

estimating and monthly cost accounting. Manage small to large project scope

ranging from 200K to 15M. Coordinated with business sponsors to insure

project aligned with expectations and requirements. Worked with large

customers such as Sun Trust and Southern Company.

Recall Corporation, Norcross Ga Feb 2011 - Jan 2012

Sr. IT Program Portfolio Manager

Managed portfolio of projects providing reporting and additional

functionality for major bank customer for the corporation. Collaborated

with functional managers in a matrixed organization to allocate, schedule

and deliver key projects within the organization. Provided project

management estimates for pipeline activities. Defined and executed

projects required to support banking customer regulatory requirements.

Managed a portfolio of projects for largest customer utilizing SDLC and

Agile methodology

. Re-established failing customer relationship and rebuilt trust in the

organization's ability to deliver on time and under budget

Cox Communications, Alpharetta Ga Mar 2010 - Feb 2011

Sr. Technical Project Manager (Contractor)

Managed portfolio of projects that supported the company Customer

Notification System. Led dedicated development team in the US and offshore.

Responsible for coordinating with UAT, Operations, and production support

teams to deliver projects on schedule and on budget. Determined the

personnel, capital resources, equipment, and tools needed to complete the

project, by providing Level 0 and Level 1 estimates. Successfully managed

change control processes for project delivery and budget control.

. Established a pragmatic, detailed plan to ensure the project was

executed and met sponsor's goals

. Identified and articulated project risks, as well as track and

communicate to executive management

as required

. Built a structured approach to successfully complete the project in

the allotted time

. Effectively communicated and mentored junior colleagues

. Collaborated with project teams as a technical expert/leader and

delivered quality solutions according to project schedules with strong

emphasis on collaboration, coordination, advocacy, and mentoring

HITACHI DATA SYSTEMS, Santa Clara, CA May 2006- May 2009

Resource Program Manager, Atlanta GA

Based in Atlanta, remotely managed client engagement services and solution

implementations for professional services delivery in the Eastern Region,

from South Carolina to Canada and the UK. Supervised custom solution

delivery for regional multimillion-dollar accounts. Closely monitored scope

and deliverables of projects to ensure that technical consultants delivered

according to customer expectation. Successfully negotiated contractual

agreements with vendors/partners to meet cost margin guidelines. Managed

large professional services projects ranging from 1.5 million to 20 million

in the Eastern Region. Successfully managed Eastern Region professional

services projects with revenue from 1.5 million and totaling 20 million.

Coordinated across functional teams and partners to ensure delivery and

implementation of assigned projects were completed on time and within

budget.

. Identified critical training needs and requirements for partner

consultants to enable accurate placement of quality, skilled

consultants on professional service engagements.

. Trained, coached and mentored associate professional services staff

which provided process consistency and efficiency in resource

assignments and services delivery.

. Conducted successful recruiting for local vendor partners which

added to company resource pool and enabled utilization of resources

in high demand areas.

. Initiated and maintained skills matrix for partner resources,

enabling efficiency in resource skill selections for specific

projects. This matrix was utilized by regional Resource Managers

and Directors and became a company-wide Resource Management Tool.

. Developed business case for implementation of new resource tool

that would enable coordination, knowledge and information sharing,

across functional teams, benefiting resource planning and

forecasting.

TANDBERG TELEVISION, Duluth, GA May 2005- May 2006

Program/Project Manager

Managed major Cable VOD customer accounts. Supervised software & hardware

installations of technical resources. Functioned as primary customer and

vendor interface. Collaborated with product development team to implement

product improvements. Proactively monitored issues & action items, and

identified and monitored risks to ensure projects were completed on time,

within budget and met company quality standards. Collaborated directly

with senior management and directors to ensure smooth implementation of

products.

. Recommended project tracking guidelines which developed, tracked and

maintained project plans for multiple projects. This kept customers

informed of weekly progress, status, issues, risks, and all action

items, providing structure and consistency where it did not exist

before.

. Initiated pre-planning checklists for the PM team to ensure

consistency in project readiness

ACCENTURE, Atlanta, GA Aug 1998- Mar 2005

Development Team Manager

Progressively promoted from Application Developer, to Application

Architect, then to Development Team Lead (Manager). Collaborated with

client and Subject Matter Experts to assist customer with yearly strategic

planning.

. Successfully led team to achieve CMM Level 3.

. Conducted impact analysis of business requirements, which guided

customers to solutions that synchronized with the current environment

yet ensured SOW agreement and customer satisfaction. Recommended

modifications to enhance effectiveness toward the business strategic

initiatives

. Directed multiple client engagement releases and solution

implementations with minimal defects, creating trust in the team and

building a solid relationship with the customer

. Efficiently managed forecasting for regional staff needs and account

management to ensure that the team had appropriate resources to

deliver engagements

. Proposed technical solutions and alternate methods to assist in

determining customer needs, enabling customer to gain efficiency

within their production systems

. Led development team to successful implementation of Remedy Web

interface with 3 Tier Architecture

. Provided weekly communications to the customer creating customer

confidence in Accenture methodology and process

EDUCATION

Kelley School of Business, Indiana University, Bloomington, IN

December 2013

Master of Business Administration (MBA)

Queens College of the City University of New York, Queens, NY

June 1990

Bachelor of Arts, Mathematics Education

Professional Development

Chubb Institute - Top Gun Graduate, Atlanta, GA

August 1998

Certification

Project Management Professional (PMP)

September 2005

Contact this candidate