SUMMARY

An accomplished and performance-driven project management professional with 10+ years of hospitality experience and broad-based expertise in product implementations, sales demonstrations, training and support, hardware/software installation, as well as documentation. Strives for accurate completion of projects, ensuring customer satisfaction and profitability. A visionary with the ability to assess quality, determine client needs, and coordinate new ideas and techniques to increase business. An integral leader who contributes to the building of long-term relationships with clients utilizing Project Management processes and tools to ensure projects are delivered successfully from conception to completion.

EXPERIENCE

Davidson Hotels and Resorts, Atlanta GA, April 2016 – November 2016

SR IT Project Manager

Worked with stakeholders and IT team members to successfully deliver IT projects that met or exceeded the expectations and needs of the business. Developed implementation plans to integrate the property to Davidson Hotels and associated technologies and services. Worked both independently and collaboratively to take project ownership essential to the organization. Performed on-boarding services and installation of IT systems, applications and support services. Responsible for managing associated external service providers. Utilizing excellent interpersonal, communication and service oriented approach necessary to succeed in the environment.

Worked with stakeholders and IT delivery to develop project scopes to suit the client needs

Developed project schedules and ensured that budgets were met.

Successfully oversaw the completion of hardware refreshes for 20 Properties.

Introduced documentation to ensure conformity for the company.

Planed and organized all meetings with the clients to provide current status.

Provided weekly progress reports to company management.

Attended technology conventions to stay abreast of evolving technology.

Created close working relationships with vendors to provide quality implementation of the systems.

CMO Software, Atlanta, GA, December 2014 – March 2016

Solution Project Manager Executive

Managed full life cycle implementation projects utilizing Project Management methodology to include scope definition, solution analysis, requirements definition, detailed design, configuration and build, testing, and implementation.

Served as the primary catalyst for defining and shaping a progressive, productive, and profitable culture across complex implementation. Lead teams whose singular focus was on growing our clients’ portfolio and program through its expertise, solutions consulting abilities, and flawless project delivery. Coordinated activities with a variety of teams to include analysts, application developers, database developers, and operations engineers to execute against delivery plan and ensure optimized solution is realized. Served as the client engagement manager to ensure project success through on-time delivery, budget control, change management and delivery of agreed upon scope of work. Created and managed the creation of high quality project deliverables and presented them to both internal and client executives.

Project Managed 8 major companies and implemented them to our CMO Solution simultaneously utilizing CMO processes of Initiation, Configuration and Devolvement.

Lead Strategic Meetings between CMO team members and the clients to gather client requirements that acted as inputs into the project schedule.

Upgraded 5 companies to our latest version within the same year.

Identified, logged, and managed key issues and risks for projects and worked with designated groups to resolve them.

Conducted testing on both the web sites and the mobile devices before implementing them to the client.

Planned and organized all meetings between all parties involved on each project.

Documented all meeting minutes and distributed to all parties internal and external.

Facilitated regular status meetings with stakeholders to communicate and document the status of each Solution delivery to ensure we were within Scope, time and budget.

SCIenergy, Atlanta, GA, April 2011- October 2014

Professional Services Project Manager

Coordinated efforts of team members, clients, and third-party contractors in order to deliver projects according to scope. Ensured delivery of complete high-value Software as a Service (SaaS) solutions which involved facility performance solutions, including delivering maintenance consulting through implementation, training and support of proprietary software products that facilitated workflow and maintenance in commercial and hospitality environments.

Conducted strategic meetings to gather data and system requirements.

Provided implementation consultation utilizing recommended best practice methodology.

Provided implementation consultation and support to multiple clients simultaneously to include Web and Mobile solutions.

Configured and converted over 60 commercial and hospitality properties to company solutions, from initiation through conception.

Trained all end users on all aspects of the solutions to include creating quick tip guides, and other training materials.

Conducted user support during Go-Live as well as serve as the Support Analyst post Go – Live.

Grew new business by identifying client needs to include anticipating risks and potential roadblocks and determining ways to mitigate them.

Conducted quality assurance and control throughout all implementation phases to ensure schedule timeline and budget were intact.

Gained client loyalty by resolving needs and communicating change needs in a timely manner in order to meet deadlines.

Conducted follow-ups and health checks to ensure highest form of client satisfaction before closing of projects.

Documented any lessons learned from each project and shared with team members in a formal forum to ensure constant improvement on project deliveries.

INTERCONTINENTAL HOTELS GROUP, Atlanta, GA, January 2007 – Octoner 2010

Project Manager – Rebranding (contract), 2009-2010

Oversaw development and coordination of tasks associated with re-branding of hotels in order to complete company’s re-launch timeframe. Managed account portfolio of 250 hotels. Re-launched most properties for three consecutive quarters in 2009. Resolved escalated difficult properties reassigned by superiors.

Managed hotel’s quality performance to ensure upholding of brand standards.

Worked closely with numerous vendors, maintaining strong business relationships.

Managed change requests.

Facilitated meetings both internally and externally with stakeholders to report project statuses and ensure communication was ongoing.

Training and Documentation Specialist (contract), May 2007- December 2009

Provided instruction to new and existing hotel personnel in property management systems installations. Designed workshop content materials while maintaining workshop average survey satisfaction ratings of 4.87 out of five. Conducted workshops with up to 30 attendees by utilizing PowerPoint and other instructional methodology.

Identified and implemented process improvement plans for quarterly updates to workshop materials.

Designed educational material and performed quality assurance on existing documentation.

Utilized strong PC skills, including Word for documentation, Excel for reporting, and PowerPoint for presentations.

Coordinated and managed training schedules, travel shipping of materials, and survey rollups.

INTERCONTINENTAL BUCKHEAD, Atlanta, GA, May 2004- January 2007

Assistant Systems Manager

Held responsibility for monitoring and maintaining systems used in hotel. Oversaw Internet and phone requests for guests. Managed IT requirements, including software, hardware, and printing issues for employees. Maintained and supported systems in five-star hotel, including services, interfaces, and workstations.

Provided and maintained Internet and phone access to meeting and guest rooms.

Increased telephone and Internet earnings for hotel by ensuring correct billing.

Improved hotel’s profit margins by learning telephone vendor systems, therefore maintaining phone systems internally.

Supplied timely support to employees’ IT needs, cutting back on downtime.

GRIZZARD COMMUNICATIONS, Atlanta, GA, April 2001- December 2004

Trainer and Technical Support Analyst

Oversaw application implementation and coordination, internal and external training for end-users on software systems, utilizing web, phone, and classroom-style techniques, as well as offered technical support to external clients over the phone or by dialing into their systems via VPN. Provided total project management, beginning with ensuing correct system requirements, coordinating conversion and training dates, as well as preparing and packaging training materials. Trained groups of up to ten people.

Analyzed individual needs of clients and implemented training ideas to accommodate learning styles.

Followed up with clients to ensure continued comfort with systems and company.

Demonstrated system’s capabilities to aide sales personnel in increasing sales volume.

Developed user manuals and trainer manuals used throughout department.

Coordinated internal resources in analysis, identification, and resolution of customer problems in timely manner and escalated outstanding issues through appropriate channels; recorded and maintained all client issues, using help desk tracking system.

ADDITIONAL EXPERIENCE

CYNTERGY CORPORATION, Atlanta, Georgia, Training and Installation Specialist, 1999-2000. Installed hardware and software of property management systems and held responsibility for training users on systems. Enabled ten properties to meet opening deadlines by installing systems in efficient manner. Converted properties from older/manual systems to more innovative automated systems. Trained diverse groups of up to 20 people with different learning curves. Provided follow-up customer service with extensive desk-side and phone support of software/hardware after installation.

MARRIOTT MARQUIS, Atlanta, Georgia, Rooms Controller, 1995-1999. Ensured adequate room availability to aid front desk associates with guest registration and reservation maintenance for large groups and VIP guests. Accomplished duties while taking on additional responsibilities of running reports and department scheduling. Resolved guest relation issues by setting up policies and procedures of handling credit matters. Implemented more efficient procedures to facilitate registration of large groups. Developed checklists to ensure smooth transition between different shifts on daily basis.

EDUCATION

PMP Certification - Pending

ROCKFORD COLLEGE, Rockford Illinois

B.A., Psychology, 1993

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