Project Manager

Professional Summary:

Skilled Project Manager (PMP Certified) with five years of experience leading cross-functional teams to plan and deliver changes to system applications and business processes. Proven ability to motivate and develop a team environment and experienced at balancing the shifting priorities in a fast-paced, complex environment.

Skill Highlights

Project management

Creating project charters and project plans

Delivering project progress reports

Risk management

Requirements traceability matrices

Team leadership and team building

Clear, concise communication

Presentations and workshop facilitation

Agile and waterfall development methodologies

Backlog management

Defining and executing test cases

Requirements documentation and validation

Business process modelling

Stakeholder analysis and engagement

Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio, SharePoint and Project)

Work Experience:

Project Manager, Scouts Canada 2014 - 2019

As part of the Information Technology (IT) Department within the Business Services Directorate, my primary responsibility was to work collaboratively with cross functional stakeholders to plan, support and implement business processes changes and to align a SaaS CRM system to these new business processes. Scouts Canada’s CRM annually processes $11 million in online membership revenue and has an end-user community of 70,000.

Managed various system development projects, from initiation to post implementation follow-up.

Developed project objectives, scope statements and project charters in collaboration with project sponsor.

Performed stakeholder analysis, engagement plans and managed stakeholder expectations.

Organized and facilitated face to face and remote meetings with project team and stakeholders.

Created and updated project plans and documents in collaboration with project team.

Acted as main point of contact with internal and external stakeholders.

Communicated project tasks, updates and deliverables to team members.

Created and managed requirement traceability matrices.

Monitored, escalated and resolved project issues and risks.

Tracked project and team progress, managed and prioritized workloads.

Ensured project milestones and deliverables were me on time, within scope and budget.

Maintained up-to-date project status information, created and delivered status reports and briefings to senior management and project team.

Performed and documented post-implementation follow-up and lessons learned.

Managed special projects with third party vendors

Developed project and business objectives, statements of work and project charters in collaboration with project sponsors and external vendors.

Ensured project milestones and deliverables were met on time, within scope and budget.

Performed stakeholder analysis, engagement plans and managed stakeholder expectations.

Authored communications and adjusted to target audiences.

Planned and implemented organization change management.

Delivered project progress reports to senior management and project team.

Documented post-implementation follow-up and lessons learned.

Managed CRM enhancement backlog in collaboration with senior management and stakeholders.

Consolidated, documented, and analyzed proposed system enhancements.

Prioritized proposed system enhancements and created system development roadmap.

Presented development roadmap to senior management for approval.

Communicated approved road map to stakeholders.

Elicited, documented, validated, and managed business requirements.

Recruited cross functional candidates for requirements elicitation sessions.

Organized and facilitated elicitation sessions with stakeholders and subject matter experts utilizing various tools and techniques (brainstorming, questionnaires, joint application design (JAD) sessions, story boarding, use case scenarios).

Documented business, stakeholder, solution (functional and non-functional), transformation, and project requirements.

Negotiated and resolved differences of opinion on requirement definition and scope.

Managed and controlled requirements approval and change processes.

Collaborated with cross functional stakeholders to plan and implemented change management process.

Developed stakeholder engagement and communication plans.

Developed communication content specific to target audiences.

Prepared and distributed business readiness materials (FAQ’s, user ‘how to’ documents, manuals and standard operating procedures) to stakeholders.

Evaluated existing training material and modified content to align with evolving needs.

Organized and facilitated meetings, information sessions and presentations with stakeholders on new business processes and system functionality.

Liaised with Call Centre, Council Registrars and Field Service Managers on new business processes and system functionality to cultivate change champions.

Produced and distributed regular and ad hoc reports, balanced scorecards, data analysis and key performance indicators (KPI’s) to senior management and stakeholders across the organization.

Subject matter expert for reports, data structure and data analysis.

Developed and modified report SQL statements, stored procedures and database functions.

In collaboration with IT team, developed SSRS reports.

Coordinated test cycles and user acceptance testing (UAT).

Authored test plans and test scenarios.

Delegated testers to test scenarios and compiled testing results.

Validated, documented, and triaged testing results.

Assigned validated errors to specific developers for resolution.

Tested and approved error fixes for release.

Subject matter expert for Scouts Canada’s membership system.

Provided second tier software application support to internal and external users utilizing Zendesk.

Problem solved business process and system issues.

Performed system demonstrations and training webinars to management and user community.

Interim Information Systems Manager, Scouts Canada 2013 - 2014

Supervised a team of two application developers, a web developer and a network administrator.

Project Managed systems integration with a third party service provider for reference checks.

Project Managed systems integration project with a cloud based e-learning management system (LMS).

National Registrar, Scouts Canada 2006 - 2014

Provided leadership and support to ten Council Registrars.

Transformed relationships with regional offices and registrars to increase engagement and performance.

Created financial batch reporting process to track approximately $11 million of annual registration fees.

Provided training webinars and conference calls to employees and end users on system functionality.

In collaboration with cross functional stakeholders, managed the revisions of registration forms.

Documented and performed Siebel CRM updates.

Subject matter expert for Scouts Canada’s membership system and reporting systems.

As part of the transition to a new membership system, project managed the design and implementation of the reporting module and the data migration from legacy system to new system.

Data Processing Centre Manager, Scouts Canada 2005 - 2006

Managed a team of three data processors.

Provided application support to end users.

Ensured customer service level agreements were met, triaged customer enquiries and developed a library of standard responses to customer enquiries.

Professional Associations/Accreditations:

Certified Project Management Professional (PMP)®

Member of the Project Management Institute.

Member of the International Institute of Business Analysis.

Security Clearance:

Enhanced Reliability Status, expiry: 2029-11-05

Education:

Bachelor of Commerce, Carleton University, Majors: Marketing and Operations Research

Bachelor of Arts, Carleton University Majors: Economics and Political Science

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