Project Manager Customer
Resume:
JACQUELINE FLOWERS
Simpsonville, SC 29681
*********@*****.***
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
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