PROJECT MANAGER

CULTIVATOR OF STRATEGIC ALLIANCES ORGANIZATIONAL DRIVER STRATEGIC PLANNIN AND EXECUTION SELF STARTER INNOVATIVE GROTH STRATEGIST PEAK PERFORMER STRONG COMMUNICATOR ABLE TO ENGAGE AND INFLUENCE DIVERSE STAKEHOLDERS DEVOTED PEOPLE LEADER

CAREER SNAPSHOT – Accomplished Project Management Professional (P M P) bringing advanced abilities in project planning and management. Offers proven leadership skills and attention to detail necessary to successfully manage each stage of the project lifecycle. Persuasive in communicating goals and motivational in keeping teams on track. An honest and enthusiastic project manager with a strong background in technical environments and vendor management.

SIGNATURE STRENGTHS & COMPETENCIES

HARD SKILLS SOFT SKILLS LEADERSHIP SKILLS

Project Management Program Management Software Implementation Forecasting & Budgeting Waterfall, Agile, Scrum

Problem Solving & Resolution Resource Management Quality Checks & Audits Client Relationships

Research & Analysis

Hiring & Recruitment User Training & Development Team Building & Leadership

Coaching & Mentoring Customer Service Excellence

PROFESSIONAL EXPERIENCE

Arkansas BCBS – MONTGOMERY, AL JUN2022-AUG2022

Senior Project Manager - EPMO

Hand-picked to build out the PMO for Arkansas Blue Cross Blue Sheild, also assigned as PM to deliver the new Member Party Key Replacement to correct members, contractors, and vendors from using different authentication methods to access multiple applications.

Used a strategic, integrated project team approach to work well with designers, contractors, and governing agencies.

Facilitated communication between stakeholders for smooth project execution.

Interviewed technical team members in detail to gain understanding of product technology and development methods.

Built project plans in MS Teams based on Waterfall method.

Defined requirements for the new "Member Party Key" replacement to reduce duplicate or multiple authentications into multiple applications.

WIPRO – TROY, MI AUG2020-JUN2022

Technical Project Manager Wipro is an Indian multinational corporation that provides information technology, consultant, and business process services. It is one of the leading Big Tech companies.

Utilized the Team plan in MSPO (Microsoft Project Online) to document tasks, predecessors, and successors along with percent complete and milestones for each work stream.

Responsible for the Telephony, Platforms and Sites, Contact Center, Document Management and Broadcasting work stream in the overall disentanglement of the Consumer Healthcare division of GSK to split

off and become a separate entity known today as Haleon.

All workstream deliverables went through full testing cycles (SIT, UAT) before release to internal and external clients.

Worked with Microsoft to implement MS Teams as the Infrastructure solution for Voice Technologies.

Facilitated communication between project team and consultants to meet deadlines.

TTEC DIGITAL – ENGLEWOOD, CO SEPT2018-MAR2020

Principal Technical Project Manager

TTEC is a global customer experience (CX) technology and services company focused on the design, implementation, and delivery of exceptional CX. Collaborated with clients to define and configure the Contact Center Customer Experience.

Fostered robust client relationships through flawless execution of projects in a customer centric approach.

Developed plans in Microsoft Project: staff, Execute, Test and Close deploying Cisco-powered, Hosted Collaboration Solution, Contact Center as a Service (HCS CCaaS) to prioritize and route calls appropriately.

Accurately reported on each projects budget, identifying forecast to actuals on a weekly basis and submitted resource requests and hours needed, per workstream, to the staffing department for the upcoming week.

Anchored key cloud technologies with the State of Minnesota IT Group (MNIT) and Capital One Bank. ® Led projects which often included third-party configuration and vendor management bringing in Verint or Calabrio WFM into play for agent call routing, agent skill grouping, satisfying the overall Infrastructure solution.

Migrated all on-premises Customer Experience set up (telephony/IVR/WFM) for Capital One Bank to the Cloud.

Leveraged ServiceNow to document and log risks/issues, routing cases to proper teams, ensuring prompt resolutions.

A formal hand-off to Managed Services took place to close each implementation.

Used the Agile methodology by breaking the project up into iterative phases involving constant collaboration with Stakeholders and continuous improvement at every stage. Jira used to map around team structure, workflows depending on level of Agile maturity.

TRAVEL LEADERS’ CORPORATE – NEW YORK, NY AUG2017-JUL2018

Integration Project Manager

Travel Leaders Corporate is an innovative Business Travel Solutions Firm with a focus on customized Travel Fulfillment, Meetings Management, and Data & Analytics. I was brought in to manage the Integration and Onboarding of newly acquired agencies into the Travel Leaders Corporate umbrella of services.

Expertly set up the Enterprise Integration: Mergers and Acquisition Department, defining, developing, and deploying the acquired agencies into the Travel Leaders Corporate umbrella of services.

Provided VIP placing for luxury hospitality clients.

Seamlessly integrated newly acquired agencies into the company through a comprehensive road map capturing scope in 6, 30-day cycles. Created detailed, deliverable based, Work Breakdown Structure (WBS) to make the work more manageable and approachable.

Developed and managed phase-based lifecycle, resulting in an overall 10% decrease in lead time for the integrations. All existing applications were evaluated for functionality before being integrated into Operations.

Utilized Wrike PPM for tasks, duration and overall schedule aligned to the projects budget.

Provided training for all team members, and associated departments on Certify Travel and Expense along with other travel industry SaaS applications.

Created web-based training on the Aspect Cloud Contact Center Solution Suite of applications.

TCG CONSULTING – CHARLOTTE, NC MAR2017-AUG2017

Project Manager - PMO TCG Consulting is the global leader for independent strategic advisory and management services to drive leading organizations to start, integrate and perfect their Corporate Travel, Meetings, Payment, and Expense Management programs.

Supported the establishment of the PMO as the “go-to” department for answers in the organization.

Meticulously built out SharePoint to manage plans, templates, and proper artifacts.

Tracked artifact changes through SharePoint re-versioning technology.

Strategically configured MS Project, setting predecessor relationships aligned to schedule, and established timelines.

Produced prompt status updates.

ARTHREX MEDICAL DEVICE - TATA CONSULTANCY SERVICES – NAPLES, FL FEB2016-AUG2016

Project Manager – Arthrex PMO Tata Consultancy Services Limited is an Indian multinational information technology services and consulting company headquartered in Mumbai.

Established Project Governance based on the project result and overall safety to End-Users.

Facilitated Gate Reviews for all projects. often requiring sign off from the Head of IT at the final gate.

Served as System Admin for Workfront PPM tool. Built plans, template, and project artifacts as the sole source of truth once the project started.

Used strong Leadership skills while Implementing standards, methods, and tools to complete project work and mitigate constraints.

American Express Global Business Travel – New York, NY Dec2014-Oct2015

Deployment Project Manager American Express Global Business Travel is a multinational travel management company headquartered in New York City.

Equipped team with required knowledge, resources, and materials to successfully execute project work based on detailed requirement for the configuration and testing of the Concur Travel online booking tool with Concur expense when in scope.

Utilized Microsoft Project Web Application (PWA) the server-based application for PPM tool.

Expertly used mindfulness to create a flexible HR file to update, add or remove. profiles from the online booking tool and other SaaS applications.

Radius Travel – Bethesda, MD Oct2011-Aug2014

Global Project Manager

Anchored due diligence research on the client’s expectations from the internal “Sales Handoff” to project kick-off, implementing travel services, data capture and global reporting for multiple agency partners.

Maintained agency VIP service for select clients.

Contributed to positive brand positioning by delivering robust post-launch and end-state assessments.

Customized workspace in Jira to incorporate modern technologies.

Recognized by Senior Leadership as the top Implementation Specialist year-over-year.

Created life cycle-based project template in Smartsheet.

Implemented SFTP process to receive back-office files from global agencies.

CERTIFICATIONS

Six Sigma Scrum Master – 2535404

Six Sigma Global Institute - Naples, FL

Six Sigma Green Belt – 2966497

Expert Rating - Naples, FL

Project Management Professional – PMP 1242380

Point Advantage - PMP Exam Prep - Naples, FL

MIKELLE IVES

Naples, FL 34119 239-***-**** ad3d37@r.postjobfree.com https://www.linkedin.com/in/mikelleives

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