Project Manager Customer Service
Resume:
ELLEN K. VOLKMAR, MSPM, MBA/IS
Frederick, MD
*********@*******.***
www.linkedin.com/in/ekvolkmar
QUALIFICATIONS
Project Manager with significant track record of progressive experience in Information Technology, Engineering, Insurance, Healthcare, and Education industries. 15+ years of Project Management experience with proven ability to lead teams to successful project completion by creating realistic project schedules, monitoring progress and taking corrective actions when required, managing costs through Earned Value techniques, managing risks, resolving conflicts and issues, and delivering projects on time and on budget while actualizing customer requirements. Diverse background with solid experience in Waterfall and Agile CMMI Software Development Life Cycle (SDLC) methodology including requirements gathering, systems design, systems and software development, system acceptance testing, implementation, and maintenance. Additional skills include: business and systems analysis, technical writing, configuration management, verification and validation testing, customer service, help desk management, training, and system administration.
CORE COMPETENCIES
Project Management:
Custom Software Development
COTS Research / Implementation
System Migrations
Major System Upgrades
Process Improvement
SDLC:
Business Requirements Analysis
Costing / Budgeting / Metrics Analysis
Scheduling and Resource Management
Testing / QA / QC
Implementation / Regression
Technical Writing
Leadership:
Supervision
Coaching / Mentoring
Team Building
Training
Customer Service
Change Management
EDUCATION
Master of Science in Project Management, City University, Seattle, WA
Master of Business Administration, concentration in Information Systems, City University, Seattle, WA
Bachelor of Science, concentration in Electrical Engineering Technology, Bradley University, Peoria, IL
PROFESSIONAL EXPERIENCE
SOCIAL & SCIENTIFIC SYSTEMS, INC., Silver Spring, MD
November 2010-June 2015
Project Manager, Information Systems Support Supervisor, Systems Analyst
Served as a Project Manager, Information Systems Support Supervisor, and Systems Analyst for the Eunice Kennedy Shriver National Institute of Child Health and Human Development National Children’s Study (NCS) program.
Created, implemented, and maintained a web based Help Desk application following SDLC processes and Capability Maturity Model Integration (CMMI) Level 2 practices, which include standard operating procedures, processes, user guides, and training materials to record, evaluate, manage, and complete all Information Management System (IMS) support requests.
Prepared project management plans, schedules, risk assessments and issue tracking, costing estimates and metrics, and reports on system requirements, implementations, and system evaluations.
As a Project Manager, managed special projects as needed including new system implementations, system access changes, IMS reorganizations, site visits, IMS system and training evaluations, data collection instrument entry and evaluations, and facility implementations.
Hired, trained, managed, and mentored Help Desk staff to support all NCS users with their IMS support requests.
Demonstrated high level customer service by responding and resolving user requests professionally, respectfully, completely, and timely and following all data security protocols. 75% of all user requests completed within 2 business days.
Monitored IMS system upgrades and new system implementations to anticipate impacts on users and prepare for user requests.
ARBITRON INC., Columbia, MD
December 2007-November 2010
Senior Project Analyst
Supported operational organizations as a Senior Project Analyst in the Panel Services operational organization for the Portable People Meter (PPM) Web and the In-Person Recruiting applications.
As project manager and team lead, facilitated and managed all aspects of the implementation of the PPM through coordination with multiple organizations to accurately and succinctly depict the business need including planning, scheduling, project coordination with IT, resource allocations, monitoring, system implementation, and executive reporting.
Wrote detailed business requirements and constructed and executed user acceptance test plans to verify and validate the system updates for production migrations.
Mentored other Project Analysts on processes and procedures utilizing extensive knowledge of the computing systems, SDLC, and project management.
LAUREATE EDUCATION INC., Baltimore, MD
January 2007-September 2007
Senior Project Manager
Lead the Laureate Education eLearning Group Project Management team on program and course development projects.
Integrated over 100 discrete project schedules into one master plan with a shared resource pool to facilitate prioritization, planning, and reporting of projects to meet strategic and financial goals and course start dates.
Implemented and refined newly established Project Management Process for developing courses for education division and their partners and created reporting mechanisms to facilitate executive decision making.
Mentored organizations project managers on Project Management principles, methodologies, and applications.
Supported the global product development organization to ensure program and course launch dates are met and the student experience meets all of the hallmarks and objects.
Participated in strategy creation and forecasting for future expansions for all programs and partnerships both domestic and global.
AUTOONE INSURANCE, Melville, NY
January 2004-September 2006
Senior Project Management Specialist
Organized and managed the Project Managers and Business Analysts on various software development projects.
Team leader on 6 person team that established the company’s Project Management Methodology, including a roadmap, project processes and procedures, templates, reporting methods, and finance management processes that are used for all company projects utilizing Project Management Institute (PMI) guidelines and standards..
Mentored Project Managers, Business Analysts, and other company employees on Project Management Methodology and best practices.
Led the Model Office department responsible for testing all system changes and enhancements.
Project Manager on a variety of projects (size, cost, and performance) including:
Data conversion from an extensive IBM Mainframe to an in-house Windows/Unix based system.
Interpretation of external data from several resources to accurately quote premiums.
Implementation of the data warehouse system to facilitate reporting and SOX auditing.
Federal Regulatory Projects for Office of Foreign Asset Control (OFAC).
Consolidation of application system code from various global sources into a new source control system.
Workflow and document management system to process and store all reported claims.
Oracle application, database, and data warehouse upgrades from 8i to 10g,
Various application upgrades for Sales, Finance, Policy, and Claims.
ADDITIONAL EXPERIENCE
THE BOEING COMPANY, Renton, WA
October 1996-August 2003
Infrastructure System Manager / Project Manager / Systems Analyst / System Manager
NORTH AMERICAN MORPHO SYSTEM INC, Tacoma, WA
May 1995-September 1996
Operations Supervisor / Software Test Lead Engineer
THE BOEING COMPANY, Renton, WA
July 1991-May 1995
System Analyst / Computing System Analyst / Senior Software Engineer
SIERRA GEOPHYSICS, INC., Kirkland, WA
July 1990-July 1991
Software Installation Engineer
BUTLER SERVICE GROUP, Bellevue, WA
June 1987-March 1990
Software Engineering Contractor
APPLIED INFORMATION DEVELOPMENT, Tukwila, WA
November 1986-February 1987
Software Consultant
MARTIN MARIETTA, Denver, CO
September 1985-November 1986
Software Engineer
THE BOEING COMPANY, Wichita, KS
June 1982-September 1985
Software Design-Test Engineer / Electrical-Electronic Maintenance Systems Engineer
OTHER TRAINING
CMMI for Development, May 2014, CMMI
Ethical and Regulatory Aspects of Clinical Research, November 2013, National Institutes of Health Clinical Center
Introduction to the Principles and Practice of Clinical Research, April 2013, National Institutes of Health Clinical Center
Introduction to PHP for Web Development: Hands-On, July 2012, Learning Tree
An Introduction to Interactive Programming in Python (Part 1 & 2), Verified Certification, Coursera
TECHNICAL SKILLS
MS Office (Word, Excel, PowerPoint, Project, Visio, Outlook, OneNote); SharePoint; SQL
AFFILIATIONS
Project Management Institute (PMI) - Member
Contact this candidate