Project Management Manager

Elizabeth M Hanley

**** * *** ***** *********, CO 80128 303-***-**** *********@*****.***

Accomplished and integrity-driven cross functional project management professional offering 20+ years of business and technical success in Telecommunications, Satellite, Cable, Aerospace/Department of Defense (DoD), Energy, Hospitality, Agricultural and Healthcare industries. Created and ran 4 Project Portfolio Management Methodologies/Departments. Established and managed 4 Project Management Offices. Developed and implemented 10 Project Management/SDLC methodologies/templates. Successfully Program/Project Managed 100+ cross functional projects.

Professional Strengths

PMO/Project Management Framework

Project Portfolio Management (PPM)/Program & Project Management

Product Management

Engagement and Delivery Management and Sales Support

Practice Development and Management

Operational Support Systems(OSS)/Business Support Systems (BSS)

Strategic Planning

Project Financial Management, Risk Management

Business Process Management (BPM)

SDLC Methodologies, including Agile/RUP

PCI, SOX, IT Governance & Compliance

ISO 9001 Certified Project Manager, PMP in progress

Professional Experience

RESOURCES GLOBAL PROFESSIONALS

Global Consulting Services – Denver, CO

Consultant, 2010 – present

Key Results:

Provided Product Management and product design expertise to Panasonic Energy Solutions Company to develop an operations and maintenance platform to operator their solar fleet, smart city services, and smart building services. The platform is designed to be able to operate and maintain any of Panasonic’s services. System design included IoT, SCADA solutions, CMMS, presentation layer, and analytics.

Designed, QA-ed and Implemented an On-line Bill Presentation and Payment (EBPP) system for Crop Production Systems and Agrium. Turned around the failing new customer statement project; providing project management and systems analysis leadership. Provided Project Management support for agile program to implement PeopleSoft AR back-office system. Provided Product Management expertise for the EBPP system and customer statements. Created PMO templates. Project managed the merger of new companies into the AR functions and credit department. Project managed the implementation of new credit card services to all N. America retail sites.

As Chief of Staff to the CIO, implemented an Office of the CIO for Leprino. Designed and Implemented Project Portfolio, Program, Project, and SDLC methodologies, tools and templates. Led IT strategic planning and Capital budgeting efforts. Fulfilled the PMO Director and Portfolio Director Roles and Responsibilities. Project managed the QA and ABAP developers for the SAP implementation Program. Project Managed the CMMS project for the Plant Maintenance department.

Provided project management, business process management, organizational development, and strategic planning to the Meetings and Convention Services organization of Caesars Entertainment. Instrumental in creating a US National Sales organization. Provided Chief of Staff expertise to SVP.

Provided project management, business process management, and IT operations consulting services to Jones University to achieve PCI compliance and remediate security audit findings. Assisted in passing the PCI compliance of the Jones Cyber Solution Cable CRM product.

Provided project management, business analysis, and internal audit functions to Cloud Peak Energy to reduce risk of material findings in the company’s first SOX audit. Implemented metric reporting, enhanced policies, and Concur’s Travel and Expense Management System SaaS solution to reduce exposure.

THE TRIZETTO GROUP, INC.

IT Products & Services for the Healthcare Payer Industry – Greenwood Village, CO

Chief of Staff to Chief Information Officer (CIO), 2007 - 2010

Key Results:

Provided consultative analysis and guidance to CIO in establishing a business focused, centralized information technology and services function for TriZetto.

Established the Strategic Project Portfolio Management process for internal and product initiatives. Fulfilled the Project Portfolio director responsibilities.

Partnered with CIO to drive the planning, strategy and implementation of corporate business objectives and initiatives into unit’s strategy, objectives and initiatives. Lead overall development and stewardship of business performance against unit’s goals. Produced unit’s metrics, executive progress reports, board reports, and CIO presentations to unit and other business leaders.

Established the Enterprise Program Management Office (EPMO). Developed the framework; defined the structure, processes, methodologies, metrics, reporting, and recruited staff.

Developed and implemented the framework to analyze potential corporate acquisitions from an internal perspective. Evaluated several prospects. Provided Program oversite on mergers.

Improved Information Service’s operations in eight months by establishing a help desk to support all internal users. Implemented a tiered support framework resulting in a 98% First Contact Resolution (FCR) rate. Directed the production support function for IT including help desk, desktop support, and application support. Directed process, policy, and reporting improvements for functions.

Functioned in a strategic role as part of the leadership team, worked closely with unit leadership to manage projects, collaborated with other business leaders, resolved problems and issues to drive success of initiatives.

ECHOSTAR, L.L.C (DISH NETWORK)

A global provider of satellite television services & technology– Englewood, CO

Director of PMO/Principal Program Manager - Enterprise IT – Corporate Headquarters, 2003 - 2007

Created new Program Management Office (PMO) staff, structure, processes, methodologies, metrics, and reporting. Established and ran IT’s Project Portfolio Management process.

Utilized CMMI, ITIL, and COBIT to define new framework, processes and procedures for Enterprise IT, bringing stronger methodology and rigor to the department as the foundation for the CIO’s goal of forming a world class IT team. Developed the ability to utilize Agile and other project methodologies.

Managed the design, development, and implementation of a new payment system for external installation and service vendors with $1.6 billion in billing, resulting in the automation of the manual functions handled by 25 full time employees.

Led a project that designed, developed, and implemented a new address scrubbing and geocoding solution that improved the accuracy of the taxing location on subscriber and house records by 68% thus reducing tax obligations and assessments.

Designated “rescue” program manager for PMO to turn around several failing projects. Assumed responsibility of a project 1 month after missed deployment date and successfully deployed the first API solution partnership with a third party kiosk vendor.

Managed cross-functional projects and programs. Specialized in Work Force Management, Engineering Product Roll-outs, Marketing initiative roll-outs, and Call Center projects. Assist in partnership projects with broadband companies and new retail partnerships.

AGILENT TECHNOLOGIES, INC.

A global technology company in Communications, Electronics, & Life Sciences/Chemical Analysis industries– Colorado Springs, CO

Contract Program Manager – Hosting Services, 2002 - 2003

Created software license compliance and life cycle management framework for the Global IT division.

Developed and deployed global policies and procedures for consistent asset management across the diverse division.

Managed Agilent’s Global Asset Management program including Oracle ERP projects.

CREEKPATH SYSTEMS, INC.

A start-up company providing Storage Area Management (SAM) software – Niwot, CO

Professional Services Director/Sr. Product Manager, 2001 - 2002

Created a framework, methodology, and mission for a professional services organization and Program Management Office (PMO) within the company.

Engaged the company’s first three alpha and beta customers by cold calling and conducting multiple presentations on the potential benefits and capabilities of the company’s developing solution.

Created and chaired the Product Advisory Board of industry leaders for the first-generation Storage Area Management solution.

Defined the Enterprise Application Interface (EAI) to integrate the product with enterprise applications within an IT department and with world-class billing solutions for the ASP environment.

TELSEON IP SERVICES

A start-up company providing technology and services for last-mile dedicated bandwidth on demand – Englewood, CO

Director of Billing/IS Manager, 2000 - 2001

Established and managed the Billing Department for the start-up company, defining Telseon’s billing processes, procedures, and billing systems capabilities.

Identified and resolved within one month several points of failure within the customer acquisition and billing processes, saving the company an immeasurable amount of revenue.

Established the project methodology within the IS department.

Implemented Great Plains accounting system and Portal’s Infranet Billing system.

HIGH SPEED ACCESS, INC.

A CLEC/ISP providing turnkey services to domestic and international Tier 2 & 3 cable providers – Denver, CO

Director of Enterprise System Development, 1999 - 2000

Turned around a failing project to implement Portal’s Infranet Billing system and successfully implemented the first phase in one month. Redesigned the user interface and implemented phase two within a two-month time frame.

Created and managed an IT organization of 50+ people responsible for the design, functionality, successful implementation and training of the Operational Support Systems (OSS) utilized by the company, the MSO partners, and the end customer.

Established and directed the Project Management Office.

Provided strategic analysis of proposed service offerings - Voice over IP, DSL, and gaming services.

CAP GEMINI, L.L.C – TELECOM & MEDIA DIVISION

A leading international system integrator providing OSS/BSS solutions to the telecom industries – Englewood, CO

Director of Consulting Management, Delivery Director, Billing Subject Matter Expert, 1995 - 1999

Partnered with VP of Consultant Management to run division’s operations and directing the careers and placements of 100+ consultants within a virtual office environment, achieving division’s most profitable year.

Sold first cable opportunity for Division. Created the Division’s cable service capabilities. Worked with Jones Intercable and Jones Cyber Solutions to create a CRM product in partnership with Kenan Billing Solutions. Delivered the OSS/BSS systems to assist Jones Intercable to provide telephone services to apartment complexes.

Expanded numerous accounts, evolving engagements from staff augmentation to responsibility level projects. Closed over 20 sales pursuits for the division. Was the primary technical sales person and delivery expert on the division’s pursuits, which valued over $15 million within a six-month period.

Expanded an existing partnership with a customer care and billing vendor from a staff augmentation relationship to a full partnership resulting in Cap Gemini having full delivery responsibility on engagements.

Reduced the division’s turnover rate to 11% in comparison to the company’s 30% + turnover rate.

Developed the divisions Customer Care & Billing and PMO services capabilities for delivering complex telecommunication solutions.

Principal in developing the division structure, vision, mission, strategies, service offerings, budget, client base, and staff.

Retained Division’s ISO 9001 certification through delivery process governance.

Provided Product Management consulting services to Customer Care and Billing system partners driving systems to become market leaders.

Provided Customer Care and Billing subject matter expertise on a variety of projects dealing with the cable industry, VPN providers, convergent solutions, local and long distance carriers, and PCS carriers both domestically and internationally.

KENAN SYSTEMS, INC. (COMVERSE SYSTEMS)

A leading provider of Customer Care and Billing software – Denver, CO

Product Manager/Project Manager/Database Development Manager, 1993 - 1995

Architected the functionality and database of the Arbor /BP Customer Care and Billing software.

Established product and project management framework while maintaining the entrepreneurial spirit of the company to produce the world class first client-server billing solution.

Reduced the overall cost of developing and maintaining the product by over 60%.

Achieved 100% timely delivery of all projects managed despite personnel shortages.

Other Professional Experience

FORD AEROSPACE - Colorado Springs, CO Systems Engineer US SPACECOM/DoD

GTE GOVERNMENT SYSTEMS - Colorado Springs, CO Database Architect US SPACECOM/DoD

KAMAN SCIENCES CORPORATION - Colorado Springs, CO Program Control Analyst US SPACECOM/DoD

DATACARE INC - Roanoke, VA Programmer Analyst Healthcare

Education

UNIVERSITY OF COLORADO – Colorado Springs, CO M.B.A Information Systems – May 1991

VIRGINIA TECH – Blacksburg, VA B.S. Accounting and Accounting Information Systems – June 1987

303-***-**** *********@*****.***

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