Project Management
Resume:
Dawn P. Jackson
Acworth, GA. **101
(C) 617-***-****
*************@*****.***
www.linkedin.com/pub/dawn-p-jackson/1/591/aa4/http://www.linkedin.com/pub/dawn-p-jackson/1/591/aa4/
EDUCATION:
B.B.A (Finance), University of Massachusetts, Amherst, MA
Project Management Fundamentals, Georgia Perimeter College (Optimo), Atlanta, GA
Project Management Professional (PMP) Certification
Certified Scrum Master (CSM)
Completed CIO Pathways Executive Leadership Program (Influential Leadership Track)
Completed “On Track” Emory University Leadership Program
SUMMARY:
Thought leader with proven leadership and management skills and over 15 years of IT experience. A self starter who is passionate about exploring and leading companies on new and different paths to achieve IT transformation. I demonstrate professionalism, a firm resolve to succeed and a collaborative spirit that would be a great asset to any size organization. The organizations that I have worked in spanned many industries including (but not limited to) Supply Chain, Retail, Financial Services (Banking, Mortgage, Tax, Insurance, Student Loans, and Investments), Hospitality, Airlines, Media, Aviation, Energy, Weather, & Telecommunications.
Areas of expertise:
IT Strategy, Strategic Alignment, Roadmaps, IT Governance, CIO Office Support, Program/Project Management, Enterprise Architecture, Quality Assurance, Business Analysis, Executive Level Reporting, Communications, Business/Customer Relationships, Product Development, Technology Management, e-Commerce, Web, Mobile, Content Management, CRM, Marketing Automation, Budgeting, Contract Negotiation, Procurement, Change Management, Technical Operations, Vendor Relationships, B2B/B2C Relationships, People Management, Employee Development, ITIL Service Management
COMMUNITY INVOLVEMENT:
Women in Technology (WIT) - 2014 Women of the Year Award Finalist
Tech Bridge - Adopt A Non-Profit
Technology Association of Georgia (TAG)
CIO Leadership Council
SIMS Atlanta
MATRIX Advisory Council (Board Member)
EXPERIENCE:
Ace Technical Consulting, L.L.C.
Independent Consultant (Various Companies) - 10/14 to Present
The Weather Channel- Atlanta, GA
Sr.Director, IT Strategy & Operations / CIO Office - 11/12 to 10/14
Reporting directly to the Chief Information Officer (CIO); responsible for building and leading a high-performing business-facing IT team that delivers technology advice, advocates IT product offerings and proposed solutions that extract and maximize business value from IT investments. Develop the IT strategy and align business/IT roadmaps to support the various lines of business, and growth of the company. Design and deploy an IT engagement model encompassing business and IT resources and processes; plan and manage the IT portfolio and business process initiatives driving prioritization and overseeing execution of major IT initiatives. Additional responsibilities include Budget Oversight, IT Communications, Executive Dashboard Reporting, and TWC liaison to various community engagements (TechBridge, WIT, TAG, Habitat for Humanity, etc.).
InterContinental Hotels Group- Atlanta, GA
Director, Global eCommerce Technology - 3/11 to 11/12
Reporting directly to the Vice President of Global eCommerce Technology; responsible for supporting critical revenue systems within the eCommerce application platforms and products domain, which include content management, mobile and consumer web applications. Interface with multiple teams and individuals to
prioritize and deliver quality solutions. Through code delivery, software changes, and data manipulation,
my team ensures production software enhancements, defects and issues are prioritized and resolved in a timely manner. A key aspect of the role, relies heavily on communication of expectations, current status, progress, and resolution time. Additional responsibilities include budget oversight (@$3.5m), ownership and accountability of eCommerce Service Level Agreements (SLAs), all vendor and partnership agreements and
relationships, as it pertains to eCommerce support. Managerial responsibilities include growing
the talent of the organization, leading by example, creating personal development plans and
conducting employee reviews.
●Manage Vendor & Partner Relationships – Manage long-term vendor relationship and hold vendor(s) and partner(s) accountable for the for all eCommerce application support SLAs
●Manage Customer Relationships - Manage customer relationships for assigned business areas, maintaining a thorough understanding of the business strategies and the eCommerce products and services supporting those strategies
●Support Delivery – Oversee and manage Tier 2 & 3 support for all eCommerce software platforms and products
●Operational Efficiencies – Manage and seek operational efficiency opportunities, while maintaining a high level of consumer satisfaction and quality. Identify high-value opportunities to reduce cost and improve processes, as well as partner and customer relationships
●Strategy Communication - Educate senior business leaders on the Support & Maintenance strategy and status, as well as educate Global Technology leadership on the direction, objectives, and key priorities of the business functions
●Customer Reporting – Responsible for development and delivery of reporting products that are seen as impactful and valuable to the customer (e.g., customer satisfaction survey, scorecard reporting, SLA reports, system availability, system performance)
●Service Level Management – Overall accountability for determining the direction of SLAs and establishing, maintaining and monitoring all SLAs between Global Technology and its customers. Hold selected partner accountable for SLA agreements and results. Proactively review with customer, eCommerce performance against agreed Service Level commitments to ensure compliance. Monitor overall customer satisfaction. Work with other Global Technology organizations to establish cross team Service Level Agreements, where eCommerce is dependent on their services. Implement changes to SLAs working with clients to negotiate operational and financial impacts of new requirements and/or new eCommerce products and service offerings
●Team Management - Coach and develop team members, hire, fire, assess, discipline, document performance, recommend salary and classification changes, act as advisor for subordinate managers or staff to help meet established schedules and / or resolve technical or operational problems
●Business Acumen - Establish and maintain relationships with client management and develop a strong working knowledge of client business functions, objectives, and priorities
●Proactive Solutions – Proactively monitor applications, providing solutions on issues and weak points
Ace Technical Consulting, L.L.C.
Independent Consultant (Various Companies) - 6/06 to 3/11
InterContinental Hotels Group, Atlanta, GA – 12/08 to 03/11
Working alongside the Director of Application Development for B2B / Third Party Intermediaries (TPI) platform;
responsible for program management oversight for the multi-billion dollar revenue distribution channel. Defining and managing scope to align with budget expectations, coordinating implementation resources, monitoring and measuring project deliverables throughout the project lifecycle (initiation to closing activities) for various highly visible B2B/TPI initiatives.
●Collaborated with business partners to develop/align business & technology product roadmap
●Managed vendor relationship with TPI partners (such as Expedia, Booking.com, Pegasus, Sabre, Kayak, etc) as part of a long-term contractual commitment for them to use various IHG web services.
●Ensured project objectives, product functionality, and performance meet or exceed stakeholder requirements and expectations.
●Provided updates to IT/Business executive leadership team, steering committee, and key stakeholders on project status, budget, issues and risks.
●Assisted in the development of the project governance framework (all project stage gates)
●Managed a team of project managers, development (onshore / offshore) and QA resources
●Maintained detailed project schedules and produced project reporting (ie dashboards) and tracking documentation, facilitating/leading/participating in meetings at the business, operation, and project levels.
Assurant Specialty Property, Atlanta, GA – 04/08 to 12/08
Reporting directly to the Director of Product Management for Lender Placed Operations (LPHI); responsible for leading efforts from conception through implementation for a large-scale conversion (Safeco Insurance Company to Assurant Paper Conversion Project). Served on a project team consisting of 20-25 key stakeholders in an effort to implement 20+ client conversions onto TrackAll v2.0 (Insurance Tracking System) based on each lenders conversion schedule which resulted in handling multiple complex projects concurrently.
●Developed detailed project schedules, project estimates, resource plans, track budget, and status reports; track key project milestones and adjust project plans and/or resources if necessary.
●Communicated major milestones and identify potential project risks; and responsible for escalating as needed.
●Collaborated with other team members to implement business analysis/project management processes and methodologies to ensure projects are delivered on time, within budget, adhere to high-quality standards, and meet customer expectations.
●Identified project requirements and estimates by coordinating activities with key stakeholders, interviewing customers, analyzing operations, determining project scope, and developing project specifications.
●Worked directly with the internal/external clients to understand their business need and strive to deliver the most effective solutions.
●Responsible for providing expert system support for complex system problems/issues and handling projects that are complex in nature and/or projects supporting corporate initiatives.
●Recommend and implemented system enhancements that promote efficiency, compliance, and growth.
●Responsible for coordinating all QA related activities; preparing test plan, writing test scripts, executing test scripts, and logging/tracking all bugs.
InterContinental Hotels Group, Atlanta, GA - 08/07 to 04/08
Reporting directly to the Project Management Office (PMO); responsible for analyzing user requirements, defining and managing scope to align with budget expectations, coordinating implementation resources, monitoring and measuring project deliverables throughout the project lifecycle for various highly visible Revenue Systems initiatives.
●Created Business Cases for potential new projects, providing strategic recommendations for future enhancements and presenting to the client’s Executive Level Leadership Team.
●Ensured project objectives, product functionality, and performance meet or exceed stakeholder requirements and expectations.
●Collaborated with user community, development/quality assurance staff on project initiation, project planning, executing/monitoring & controlling, and project closing activities.
●Responsible for scope definition, buy vs. build analysis, timelines/schedules, cost estimation and control, risk identification, risk mitigation, change and defect management, communication, resource management (matrix managed environment), procurement management, and contract administration.
●Provided updates to leadership management team, steering committee, and key stakeholders on project status, budget, issues and risks.
●Worked with peers to develop process improvements which streamline business processes, create efficiencies, reduce costs, and thus increase customer satisfaction.
InterContinental Hotels Group, Atlanta, GA - 11/06-08/07
Reporting directly to the Director of Business Analysis Practice; responsible for leading the BA efforts for a large-scale Customer Relationship Management (CRM) project; primary goal of the project is to get all customer information into one storage entity (ODS) and to replace the current Loyalty system. In addition, move to SOA architecture, upgrade existing reporting platform, purchase/implement a new Campaign Management, CDI, Data Quality, & Business Rules Management tools.
●Participated in the creation of the project scope, objectives, approach, deliverables, and project estimation in conjunction with Technical Architect & Project Manager. Solely responsible for providing project plan & accurate BA estimates (based on # of use case & hrs needed to complete analysis from Inception to Transition phase) as part of the costing of the project.
●Served as a core team member in the Request For Proposal (RFP) tool selection process for a Campaign Management System (SAS, Unica, & Aprimo) & Business Rules Management System (Ilog, PegaSystems, Fair Issac, & Corticon).
●Responsible for creating bake off requirement scripts for Proof of Concepts for the Campaign Management System & Business Rules Management System (BRMS) tools being considered for selection.
●Interfaced with Business and IT to gather requirements, perform complex system/business process analysis, and communicate effectively with Developers/Test Engineers (internal and offshore) in an effort to develop solutions that meet the stated business requirements. Primarily acting as a liaison between end users and IT, by clarifying ambiguity, and documenting a clear understanding of the business requirements.
●Created functional requirements documents, use cases, UML models and other Rational Unified Process (RUP) artifacts (such as current/future state process diagrams, vision document, project charter, etc.) for use by Development & Quality Assurance Teams.
●Responsible for actively participating in developing Business Analysis Practice processes.
●Responsible for guiding and advising less experienced Business Analysts.
Thomson RIA/Tax Partners, Atlanta, GA - 06/06-11/06
Reporting to the Product Team Manager; responsible for providing project oversight on the Tax Return Automation (RA) Project. Following industry UI design standards, responsible for designing highly intuitive, dynamic, user interactive and appealing web-based and desktop applications based on pre-scoped requirements.
●Drafted functional and design specifications to communicate the User Interface (UI) design to all project stakeholders.
●Responsible for designing the overall look and feel of the applications, determining user workflows, design screen layouts, and produce prototypes.
●Worked closely with Product Strategy and Architecture/Infrastructure Teams to identify and conceptualize new tools (i.e. Business Rules Engine) & technologies (.net) that can be used to aid in accomplishing detailed Return Automation (RA) tasks without direct IT involvement.
●Team with Business Sponsor to ensure proper definition, documentation, and prioritization of return automation requirements for current/future releases.
●Assisted Quality Assurance (QA) in translating business & functional requirements into test plans/test scripts.
●Provided detailed status reports, report metrics, and participate in strategic planning (i.e. defining release strategy) sessions.
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