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Project Manager Customer Service

Bowling Green, Kentucky, 42104, United States
January 21, 2017

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Nashville, TN *****

URL: LinkedIn

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10+ years of diverse industry experience with a proven track record of success. Recognized as a top performer that consistently demonstrates a steadfast resolve and resilience, and a leader that delivers projects/products on time, within budget, and exceeding business objectives. Embody a unique innate skill set and unquestionable integrity, credibility and character with demonstrated high moral and ethical behavior. Direct and confident - Exceptional communication skills and strong ability to articulate technical heavy and detail filled communications tactfully and efficiently, to all disciplines and functions of the organization. Continuously apply leadership skills to successfully manage conflict and enhance team performance, successfully delivering business initiatives with budgets in excess of $34 million. AREAS OF EXPERTISE

Change Management Enterprise-wide Initiatives Waterfall and Agile SDLCs

Risk Mitigation and Management Negotiation Skills Cross-Functional Leadership

Vendor and Client Relationships Budget and Cost Management System Migrations

Utilize and apply an understanding of budgeting, project management and resource management to assigned project

Exceptional presentation and written communication skills, including proposal, policy and document writing

Negotiate the use of resources, budgets, schedules, scope creep, and a variety of other compromises EDUCATION

BA, 2002



Microsoft Suite (expert), MS Project, Project Server, PWA, PPM, SharePoint, Confluence, Remedy, Clarity, SalesForce DATABASE

Microsoft® SQL Server® 2005, 2008, 2012, 2014, 2016 Microsoft AccessTM 2003, 2007, 2010, 2013

Oracle® 9i, 10g, 11g, 12c


SDLC, Six Sigma, Agile SCRUM, Waterfall, Lean, PMBOK OSs

Windows, Unix, Linux


MEDITECH, McKesson, Cerner, MEDHOST, Epic, AllScripts, CPSi, Healthland, ClinView, Clinical Works (eCW), Secure Messaging, CPOE (Orders Implementation),, eMAR, PACS, VNA, PIMS, ClinView, RIS, HIE, HL7

- HIS –EMR Conversions; Rev Cycle, Clinical and Ancillary

- ICD-10 and Meaningful Use Stage 1 and 2 measures and compliance SME Page 2of 3


1099 Initiatives, Various July 2016 - Present

Bridgestone Americas, Nashville, TN 2016

Senior IT Project Manager

Enterprise Wide SAP Migration –13 Divisions, 30+ Systems, 40+ Interfaces

Successfully brought project to Planning Phase closure - Successor to 8 PMs who were unsuccessful

Led Business Units, System Administrators and Technical and Development Teams to complete all Functional and Technical Requirements and Specifications

Tractor Supply Company, Brentwood, TN 2015 to 2016 Consultant / IT Project Manager, Solutions Delivery Successfully managed multiple multi-million dollar projects launched in support of creating future state platforms and improvements for TSCs “IT Datacenter Strategy”, and the “Network Transformation” strategic initiative.

Developed intuitive semi automatic Dashboard to track, monitor and report status on Refersh Site, 650 + sites

Illustrated comprehensive yet concise snapshot of the entire project with explanations of the metrics, and key context where necessary; Provided Insights, action items abd business Impact for metrics

Governed scope of the “Network Transformation” initiative - anticipated to reduce telecom costs approximately

$12.1 Million, as well as improve reliability, performance and allow for additional capacity to support TSC growth over next 5 years.

- Upgraded Primary Network with broadband connections in 1300+ stores; Average bandwidth per store over 3X, with most having a primary connection with 9Mbps or higher, Primary Network Broadband Upgrade

- Coordinated Backup Network 1300+ store roll out to replace Hughes Satellite with Cradle-point, 4G and Cisco 892 router - Store Backup Network Upgrade, Budget, 2.4M

- Developed and implemented overall strategy and QA Process to consolidate phone and fax lines for 1400+ stores

Managed SDLC activities for internal and external resources- “IT Data center Strategy” - Budget, 1.4M

- Migrated 1000+ Non PROD and PROD Windows servers to Nutanix platform, X86 to Converged, 1.6M

- Oversaw multiple project teams throughout 5 month SDLC of Check Point firewall configuration and install – migrated all applications residing behind firewall from Palo Alto through Check Point firewall

Delivered enterprise wide next generation functionality through completion of a Cisco hardware refresh and Cisco software upgrade; spanning 1400+ locations, 10 Distribution Centers and Corporate Headquarters Caterpillar Financial – Insurance Services, Nashville, TN 2014 to 2015 Consultant / IT Project Manager

Managed all phases of Caterpillar Financial Insurance Services SDLC, application integration, Budget, 34 M

Designed, tested and managed thoughtfully processed analysis of data relevant to business goals

Provided all cross-functional summaries, to C-Suite leadership, the appropriate status and relevant metrics through manipulation of data presentation from Dashbaord

Provided links on the dashboard to go directly to the WebI reports for a particular metric

Successfully delivered an industry-leading software solution for processing Extended Protection (EP), custom and special quotes and enrollments

Developed comprehensive Dealer Playbook to guide the overall Web Service roll-out strategy; designed and implemented dealer specific pilots per region

HCA – Parallon Technology Solutions, Nashville, TN 2014 Consultant / IT Project Manager

Implemented MEDITECH 6.1 ensuring Meaningful Use Stage 2 requirements were met

Successfully managed team of clinical and financial consultants to complete full hospital conversion in 7 month aggressive time line

Communicated with The State, facility physicians, pharmacists and other ancillary health professionals, on the interactions between the organization, EHR systems and clinical data

Defined and executed strategies necessary for efficient data exchange while maintaining optimal clinical workflow Page 3of 3

Community Health Systems- Deployment Services, Brentwood, TN 2013 to 2014 Business Systems Analyst

Designed intuitive Dashboard to track and manage 100+ hospital conversions

Managed multiple project teams and resources implementing Meaningful Use certified version of HMS clinical applications from Initiation, through post Go-Live phases

Developed, updated and revised project plans for over 100+ facilities throughout projects lifecycle

Managed overall deployment schedule, issue log, resource schedules, change requests and cutover plans

Trained / on boarded all new hires; Presented at training courses concentrating on MS Project, PWA and SharePoint

Nissan North America, Franklin, TN 2012 to 2013

Project Manager

Developed the VCS (Vehicle Connected Services) launch and adoption process for applications, updates and new service launches for all Nissan and Infinit vehicles; including, hands-free technology using the user's smart phone; navigation, social networking, news feeds and apps

Integrated and aligned VCS milestones, tasks and processes with established Nissan / Infiniti plan

Instituted a new service launch timeline, developed templates, process maps, RACI ownerships and project plans

Developed functional processes and documentation through assessing previous launch trends and identifying faults and gaps within existing documentations and practices

Implemented countermeasures from previous launches and adoptions lessons learned Black Box Network Services, Nashville, TN 2012

Infrastructure Project Manager

Old Time Pottery - Structured cabling project - 35 store deployment throughout the East Coast and Central United; governed each store’s SOW, change requests, deliverables tracking and resource allocation

China Mobile - HP Hong Kong; multi-site cut over - ordered, coordinated and oversaw all hardware arrivals and removals, colo-site access and liaised daily between engineers in Hong Kong and Los Angeles

HP - American Express; sole Black Box contact – developed Statement of Work, initiated deployment ramp-up, and recruited, coordinated, and leveled resources. Provided assistance and training for internal staff

HP GBAM - Global Banking and Marketing; Coordinated all global site validations, governed ramp-up, launch, and resources

RR Donnelley & Sons, Nashville, TN 2010 to 2011

Project Manager

Spearheaded the Check Departments transition of all Customer Service components from Nashville to New York.

Gathered business and functional requirements for future state workflow

Performed extensive gap analysis and designed roadmap of development; created all training material

Lead all End Users Training for Customer Service Representatives in New York

Remained post go live POC for support and maintenance Goldman Sachs, New York, NY - Take Care Health Systems 2005 – 2009 Critical Health Coordinator

Designed and implemented quarterly and yearly Business Plans, Standard Operating Procedures (SOP) and Business Continuity Plan (BCP)

Improved case file accuracy by creating an innovative Quality Assurance process through restructuring and streamlining Project Manager – Special Projects

Developed and managed Goldman Sachs’ first Centralized Inventory System (CIS) to be later modeled globally

Decreased Goldman Sachs’ cost of Pandemic and Formulary supplies by 38% by making it possible to order in volume in lieu of individual unit requests through the implementation of the CIS

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