Kiy’Shonda T. Wright (Bolton)

**** ******** *****, *******, ** 30349

612-***-**** acw82k@r.postjobfree.com

Relevant Experience

Extensive experience with executing multiple IT projects; directing all aspects of infrastructure, installation and upgrade projects from conception to implementation.

Experience working successfully with diverse population and virtual teams.

An experienced, high integrity, committed, analytical and results-driven leader with strong interpersonal and leadership skills.

Ability to take on underperforming teams and at-risk projects and get them on track by creating and implementing project plans, defining roles and responsibilities and demanding accountability.

Resourceful, creative problem-solver with proven aptitude to analyze and translate complex customer requirements and business problems.

Professional Experience

HENNEPIN COUNTY, Minneapolis, NN 06/2014 to 09/2016

Senior IT Project Manager, IT Operations PMO

Managed strategic and tactical IT projects that include collaboration with multiple stakeholders, and where the impact was critical at a department-wide or enterprise-wide level. Managed complex technical projects such as new infrastructure and platform implementations, system implementations, system and data integration for the enterprise and internal departments at Hennepin County, including software development projects.

Prepared all required project documentation using PMO templates and best practices. Developed project charters, project management plans, WBS and schedules, status reports, communication plans, quality plans, requirements documentation (technical, functional, and business), and closure reporting.

Worked directly with the technical service teams within IT, department IT teams, and non-technical business resources.

Identified the need and requested resources from IT service owners, the business, and vendors.

Defined and maintained project WBS in Microsoft Project in a Project Server environment.

Owned the Microsoft SharePoint site; independently maintained internal project sites.

Coordinated and controlled contract process and County Board approval by working with the appropriate county departments to finalize legal contract and SOW.

Project: System Center Service Manager (SCSM) 2012 Implementation

The objective of this project was to transition the current ITSM (Service Level, Event, Incident, Asset, Knowledge, and Service Request Management) Remedy suite to the SCSM framework.

Budget: $2M Team Size: 30

Created all project documentation as required by IT PMO – charter, scope document, WBS, issue/risk logs, status reports, and closure report

Directed project activities by collaborating with resources and complying with established IT department processes/procedures

Presented weekly and monthly project status report to project sponsor and upper management

Managed relationship between external vendors and internal IT resources

Project: IT NonProduction Re-architecture

The purpose of this project was to create an isolated Staging environment to validate operational capabilities and implementation process prior to production; which resulted in a minimum 3-tier development methodology – Production, Pre-production and Validation.

Budget: $1M Team Size: 45

Developed and delivered presentations to executive management to get buy-in and support of project

Developed and managed project plan, scope, WBS, issue/risk logs, budget, resource requirements and schedule

Collaborated with Architects to define and document roadmap transition from current to proposed state

Partner with Service Desk, Release Management and Change Management to establish appropriate SLAs for each non-production environment

Project: Microsoft Windows Server 2003 Retirement

The purpose of this project was to decommission/isolate 234 physical servers running on 2003 operating systems ahead of vendors support lifecycle end date

Budget: $3M Team Size: 60

Used project SharePoint to manage project communication and documentation

Directed and managed project activities of 60 team members in a 4 month timeline

Facilitated planning sessions between Central IT and application/content owners in migrating to new servers

Escalated project issues to upper management for immediate resolution to avoid impacts to cost, time, and quality

UNITEDHEALTH GROUP, Plymouth, MN 02/2010 to 06/2014

IT Project Consultant/Program Manager (Remote)

Delivered consistent project management services in support of the Contact Center Services organization. Managed and executed multiple concurrent projects while skillfully interfacing with business project managers, schedulers, release management, resource managers and project stakeholders.

Managed geographically dispersed teams with both domestic and international team members.

Spoke to details of project(s) to business, technical team and upper management on consistent basis.

Created and managed project documentation including project materials, project plan, and lesson learned documents.

Conducted virtual training for the Virtual Contact Center (VCC) telephony to end-user and trainers.

Coached/mentored/trained incoming project managers in project management methodologies, procedures and best practices.

Project: Tricare Virtual Call Center Desktop (VCCD) Implementation

The objective of this project was to implement VCCD telephony call center technology for over 800 call center agents in 5 separate geographical location for the UnitedHealth Care Military and Veterans business account

Budget: $10M Team Size: 75

Managed virtual team of 75 to implement the VCCD telephony

Coordinated with other project managers and leads on project activities, schedule, people/material resources, issues/risks and communications

Developed and tracked project progress with MS Project and PlanView

Delivered VCCD train-the-trainer session via WebEx

Project: LifePrint Health Services

The purpose of this project was to establish infrastructure and install hardware and software for the VCCD telephony platform in the newly established LifePrint Health Center in Phoenix, AZ

Budget: $10M Team Size: 100

Managed project plan, resource alignment, budget, scope and contingency plans to complete project on time and within budget

Facilitated planning sessions and led weekly/ad-hoc status report meetings on both high level and detail for stakeholders

Managed virtual team of 100 including offshore QA team

Worked collaboratively with project team and senior management to develop critical success factors

Project: Amil Infrastructure

Amil is a Brazilian health care company that was acquired by UnitedHealth Care; as a result this project was to set up infrastructure and VCCD telephony in 3 months

Budget: $3M Team Size: 10

Led daily issue management status meetings with virtual team

Created and managed all project documentation in both English and Portuguese

Consulted with Amil resources on best practices for VCCD platform

Coordinated project activities between IT department and Amil resources including translator

UNITEDHEALTH GROUP, Plymouth, MN 02/2008 to 02/2010

IT Project Consultant/Senior Business Analyst (Remote)

Gathered and documented business requirements.

Assisted with predictions and development of future telecommunication needs for internal customers.

Researched and provided ad hoc reports around toll free number usage routing, and ownership.

Managed and executed multiple concurrent projects while skillfully interfacing with business project managers, schedulers, release management, resource managers and project stakeholders.

Project: Community & Service Open Enrollment VCCD Implementation

The purpose of this project was to get VCCD telephony and hardware set up for open enrollment season

Budget: $500K Team Size: 15

Organized project requirements, schedule, estimates with technical resources consisting of systems analyst, designers, developers and QA team

Developed and managed project plans, WBS, scope and status reports

Managed virtual team of 15 to meet project deadline

AMERIPRISE FINANCIAL, Minneapolis, MN 09/2007 to 02/2008

IT Project Coordinator (Consultant)

Created and maintained project documents including project plan (MS Project), schedule, and budget.

Completed project life cycle documentation using company methodologies and tools.

Created and updated process and data flows, alternatives assessments, and other project documentation regarding project phases, risks, issues, decisions, open questions, assumptions, etc. (including service models).

Maintained project documents and other information in the project repository ensuring easy access and usability by the project team.

Arranged meetings, JAD sessions, teleconferences, and facilitation meetings, including attendee availability and confirmation, room assignment, catering and documentation as required.

Assisted in tracking risks, assumptions, issues, decisions and open questions and followed up as needed.

Coordinated project resource changes, including space, equipment, and update of project documentation (team lists, organization charts, etc.).

Created PowerPoint and Visio documentation for the project team to facilitate understanding of complex project issues.

SHOPNBC.com, Eden Prairie, MN 07/2006 to 05/2007

Web Analyst

Analyzed and implemented business requirements for landing page enhancements, report development and various projects required to improve campaign performance.

Worked with merchants to understand and maximize key business strategies for company website.

Provided ad hoc analysis and reporting of search program performance metrics.

Identified areas of improvements in current search programs.

AMERIPRISE FINANCIAL, Minneapolis, MN 11/1997 to 07/2006

Business Systems Analyst II

Partnered with IT, internal business owners and external vendors to gather/manage business requirements, project plan and cost benefit analysis.

Successfully managed all relevant project phases to design, build, test and implement deliverables as required to achieve project objectives.

Developed and maintained ongoing relationship with internal and external business partners

Provided risk management and issue/problem resolution.

Held several positions during my 9 year tenure at Ameriprise – Service Associate, Administrative Assistant, IT Project Coordinator, and Business Systems Analyst.

Skills and Expertise

Technical: MS Office Suite, MS Project, MS Project Server, Planview, Clarity, MS Visio

Functional: PMO, Project Management, Process Improvement, Business Analysis, SDLC, Management, Call Centers, Microsoft Office Suite, Program Management, Requirements Analysis, Business Process, Budgets, Telecommunications, Service Delivery, Internet, Vendor Management, Technical Training, Agile Project Management, Web Analytics, Ad Hoc Reporting, Request for Proposal (RFP), Interactive Voice Response (IVR), Virtual Call Center Desktop (VCCD), Call Routing, Project Management Coaching and Training, Risk Management, Organizational Change Management, Release Management

Methodologies: Waterfall, Agile, SDLC

Industry: Financial Services, Healthcare, Government

Education

Northeastern University, Master of Science, Project Management/Leadership, In progress

Baker College, Bachelor of Business Administration, Marketing, Project Management, 2010

Professional Development

Project Management Professional (PMP) Exam Prep, 2016

MS Project Server, 2015

Six Sigma Yellow Belt, 2012

Organizations

Project Management Institute (PMI), Member since 2010

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