JODY S. KNOX, PMP, ITIL

303-***-****

adf5j6@r.postjobfree.com

PROFESSIONAL SUMMARY

Over fifteen years of diverse management and consulting experience of projects within private and public sector.

Telecommunications, utility, banking and finance related environments, healthcare, state and local government, Native American Tribal initiatives, mining and oil/energy and insurance industries.

Unemployment Insurance Services, Health and Human Services, Retirement Services for State of OH, PA, NC, SC, and City of Milwaukee, Department of Revenue (Tax) for Denver and State of North Carolina.

Utilize PMI PMBOK knowledge areas of integration, communication, scope, procurement, resources, budget, and schedule, quality and risk management, change management, human resource management, procurement, vendor and stakeholder management. Directing projects from start to finish including planning, initiation, execution, monitoring and closure. Complete project documentation throughout lifecycle e.g. charter, schedule, budget, cost benefit analysis, performance metrics (KPI), resource etc. utilizing multiple document repository applications/databases. Project management office (PMO) environment(s) with PMM/CMMI maturity levels ranging from level 1-5. Conducted market search, cost and function analysis based on company requirements, lead RFP process, vendor review and selection process, and negotiated vendor contracts for commercial off-the-shelf products (COTS) and third-party vendor support/resource contracts.

Programs and projects include digital/cloud based (SaaS, PaaS, UCaas), on premise VoIP, PBX, subnet remediation and hosted telephony systems, software application development, IT Infrastructure; O365, business process development and improvement, website/webpage creation, service/support and practice controls; creation of metrics and reporting processes; application development; system migration and integration; testing; operations, business intelligence; customer relationship management; data center migration, business continuity and disaster recovery, data warehousing and migration, implementation of cloud based application and data migration to the cloud based platform(AWS), data and asset and ERP management and utilization, risk management and mitigation, vendor management, contract negotiation, merger, acquisitions, budgeting, statistics, and business case and proposal creation.

Methodologies include SDLC, waterfall, RAPID, RUP, ITUP, Agile, SAFe, SCRUM, iterative, and hybrid.

Strong leadership, team building, risk management, HR management, stakeholder management, analytic and problem-solving skills. Process development (repeatable processes and/or automation)

Superior written and verbal communication and enterprise level documentation.

Team sizes from 10 – 150. Budgets from $8K - $100M+. Conducting status presentations for all levels of management

Various tools include MS Office software suite (PowerPoint, Excel, Word) MS Project; Project Server; Primavera, Clarity, JIRA, Confluence, Tableau, Skype, Zoom, ServiceNow, MS SharePoint; Lotus Notes; MS Access; Visio; SQL; Oracle database, ERP, financials and Oracle Enterprise Tax System, Crystal Reports, Service Manager, Remedy, CRM & Business Intelligence, and more.

PROFESSIONAL EXPERIENCE

American Computer Services Inc. - Transamerica - Remote Oct 2017 – Present

Program Manager

Manage implementation and upgrades of system and business processes to meet legal, finance and cybersecurity requirements. Payment Card Industry PCI regulatory compliance, NYDFS regulatory project that included application vulnerability scans and CCPA project to reduce PII information per regulations. Internal and external application security, (internal threat) working with the CISO. Third-party risk management processes and data retention and vulnerability management, dynamic, penetration and static testing. This includes new system development via Agile development processes with user stories and monthly sprints, utilize Kanban inventory of changes with the sprint. Life and Healthcare product business process development, risk assessment and management, customer and agent communications. Risk tracking, budget and status reporting, mitigation planning. Migration of data to cloud-based platform (AWS). Perform Risk Analyses on applications, third-party vendors and audit processes to ensure adherence to enterprise policies. Implement new credit card processing to meet PCI requirements, locate and redact credit card and customer personal information from legacy data systems-environment, storage, etc. to meet PCI, NYDFS and CCPA data retention and electronic data purge requirements. Develop cost benefit analysis on components and manage decommission and repurpose of underutilized network assets. Manage project to automate interactive customer-product communication and product suitability determination including system development, implementation and develop new business processes, enterprise level documentation and training material. Project management includes all phases business case to project close. Matrix team environment with a strong emphasis on Risk Management

The Select Group- Cisco Systems Inc.- Remote Sep 2016 – Oct 2017

Program Manager

Manage healthcare/hospital Cisco Unified Communication program, (IVR) on premise and cloud (UCaas) migration of data center as well as migration of multiple healthcare/hospital facilities nationwide from network assessment and remediation of LAN/WLAN, WAN/RWAN through the migration from analog with implementation of UC/UCCE, (IVR Contact center call flow development). Develop program and project budgets, determine costs, resource requirements, project governance processes, cost benefit analysis, risk management, resources, inventory control processes, schedules, status, and communication with client and executive management, stakeholders, and sponsors, as well as transition to operations support. Multiple shared document repositories within Cisco and client systems. Manage vendor and sub-contractor statements of work and change management as needed. Manage migration of phones/end points from analog to cloud based Cisco Unified Communications (UCaaS), design/develop IVR/ACD contact/call center call flows, call recording, business continuity, user communication and training. Deployments included products such as Cisco IP Communicator and video utilizing SIP SBC, PIC, PG & VG, GIS on digital platforms/network infrastructure.

TEK Systems – State Farm Insurance - Bloomington, IL Aug 2012 – Aug 2016

Program Manager

Successfully manage Cisco Unified Communications migration from analog telephony (PBX). Managed implementation and continued service support until service group established via waterfall project management processes. Developed KPIs to determine quality of each deployment, customer service and satisfaction metrics. Developed streamlined and repeatable deployment processes for each project role to meet the project aggressive schedules (375 deployment/yr), maintain deployment quality of 97% and customer satisfaction rate at 80%. Telephony migration from PBX to VoIP, on premise and cloud and decommissioning of PBX. Developed and implemented contact center call flows, hunt groups, script/software development, testing and release for precision routing as well as provisioning of more than 50,000 end points nationwide utilizing Cisco UCCE Contact Center services and solutions and Cisco Unified Communications Manager/Call Manager (CUCM, CUC, CUSP). Creation of some third-party vendor contracts for specific portions of the project. Create intra-net page for user manuals/guides. Manage schedule, risks, quality, HR resources cost/budget; HR management; change management, schedule, work breakdown structure, including business continuity plans, PCI compliance, asset and ERP management, communication to customer and provide status to all levels. Document repositories were created and maintained included SharePoint, and Lotus notes. Implementations included products such as CUCiLync, Cisco IP Communicator, and video utilizing SIP SBC, PIC, PG & VG, GIS. Co-manage physical migration of data center including business continuity planning, security plans, risk assessments and management, hardware component and application integration dependencies and migration, digital platforms, network infrastructure, call flow routing for telephony IVR/ACD contact/call centers, costs, resource requirements and support pre/post migration, as well as transition to operations support. Managed ‘clean-up’ of analog PBX once migration to digital telephony system. Managed multiple pilot roll-outs to business and agents as new technologies became available or were ‘turned-up’. This includes integration of other applications to the call center end user platforms. Managed special international project for merger/acquisition/transition of telephony call centers. Managed the full transition of the project work to the maintenance and support/service teams. Assisted in rollout of Office 365 program to the business and the integration of new products, tools etc. associated.

Cloud Peak Energy – Gillette, WY Jun 2011 – Jul 2012

Sr. Program Manager

Manage multiple concurrent software implementation, infrastructure, and construction and mining programs such as: multiple MS Office product implementation projects, mobile data security and management console, Microsoft Office 365 implementation (COTS and developed), Kronos implementation. Conducted market search, cost benefit and function analysis based on company requirements, led RFP process, vendor review and selection process, and negotiated vendor contract for new telephony system. Then managed the migration from analog (PBX) based telephony system to new UC platform. Managed construction and relocation of site structures, transportation and automation projects. Conducted business requirements gathering, market search, cost and function analysis based on company requirements, led RFP process, vendor review and selection process, and negotiated vendor contract for implementation of new mine planning software, GIS, SCADA and DCS functionalities for multiple mine sites. (SaaS & Paas) Provide leadership and guidance for implementation of Project Management Office (PMO) including Project Management Maturity (PMM) analysis. Projects managed utilizing the waterfall methodology.

NextGen- Consultant – AT&T Telecommunications, Schaumburg, IL and Remote Nov 2010 – Jun 2011

Project/Program Manager

Manage end-to-end infrastructure automation program for major telephony company. Program consists of six (6) concurrent multi-million-dollar projects. Via waterfall methodology, manage scope, budget, schedules, resources, third-party development vendors’ estimates, schedules, development; create and manage project schedule, testing and release schedules. Develop and provide project metrics, monthly financial statistics with earned valued, and status for Sarbanes-Oxley compliance and audits; confirming the client is receiving quality product on time and within budget.

Independent Consultant -Standing Rock Telecommunications –Ft Yates, ND and Remote Feb 2010 –Aug 2010

Sr. Project Manager

Nation’s only Native American owned start-up wireless (VoIP and WiMAX) Telecommunications Company. Manage all aspects of operations, rating and billing systems; third party vendors’ contracts, asset management, customer relationship/marketing/sales. Create all operational functions to ready this company to open for business. Develop customer service processes; ERP business processes, (order entry through provisioning and operations), create training documentation and conduct training sessions for new employees. Participate in roaming and interconnection agreement negotiations and implementation of agreement via billing, prepare and submit required reporting to FCC, CPNI, USAC and tax reporting on usage, customers, Universal Service Funds.

Establish financial assurances processes. Develop profitable marketing service/call plans to ensure revenue milestones are met. Manage e911 phase II implementation. Perform all duties as Universal Service Funds administrator; oversee ETC designation and customer distribution.

HP Enterprise Services/EDS/Saber Corp Virtual and On-Site (Customer) Nov 2006 – Jan 2010

Program Manager – IT – Software Development

Infrastructure Development Project for Retirement, Health and Human Services and Unemployment Insurance Services.

Overall project management for development of proprietary software framework (SaaS) for future client customization. Utilized Agile/SCRUM project methodology leading daily scrum meetings, development of story boards. Developed and managed project plan and schedule; monitored development releases, developed change management process; risk assessments; established and executed action plans to mitigate risk. Evaluated and reported progress to client executive sponsors and ensured milestones and deliverables were timely met. Cost and benefit analysis. Developed quality assurance plan. Established and implemented issue resolution process and reduced outstanding project and development issues by 40% within 90 days. Implemented change management review board for requested changes to application. Significantly improved client confidence and relationship allowing for capitalization of additional revenue opportunities; renegotiated and executed extension of contract to increase total contract value by 10%.

Unemployment Insurance & Tax Modernization (State Department of Revenue) Project and Software Framework -

Manage end-to end project from Request for Proposal (RFP), requirements identification, business process modeling and improvements through implementation of new technology system; RUP methodology; System conversion, integration and customer relationship as well as manage and mentor international development and analyst teams. Conducted joint application development sessions (JADS) to produce and document requirements, use case development and define and illustrate business process models; create requirements matrix and develop associated test cases and tracking of defects. Determined resource requirements and staffed project accordingly. Composed training documentation then conducted training for new business analyst and development resources. Established and managed project plan and schedule; monitored development releases, developed change management process; managed project budget and customer invoicing. Created risk assessment and mitigation plan and developed quality assurance plan. Developed change control process and procedures for implementation specification changes or additions. Set customer expectation and report progress to client executive sponsors. Ensured milestones and deliverables were met. State and City (local) government clients.

Employee Retirement Services Software Development Project

Assumed control of existing customization project to decrease outstanding issues; obtain client acceptance of implemented product; close initial project and enhance client relationship. Waterfall methodology. Managed project schedule, budget, and global development teams. Reduced outstanding project and development issues by 40% within first 120 days and significantly improved customer/client relationship. Managed issue and release plan and process; Developed change management process increasing customer confidence in overall control. Identified new opportunities, estimated associated cost, resource requirements and composed proposal for expanded scope thus increased contract total value by 10%. Developed plan and schedule for new system enhancements. Elicited requirements (user stories) via one-on-one interviews with users. System updates followed Agile development process with biweekly sprints. Established and documented on-going support and maintenance plan. Performed post implementation client review.

CTG – Alaska, Anchorage Alaska –

Project Manager Apr 2005- Nov 2006

Client project management for multiple concurrent projects relating to IT, telecommunications, data management, oil and gas, government and business operations. Functionality implemented included retail Point of Sale (POS), GIS functionality, SCADA and DCS as well as real-time reporting and dashboard functionality. This included upgrades to pipeline maintenance functionality projects. Completed assessment of commercial-off-the-shelf products (COTS). Conducted JADS to elicit and document requirements. Conducted market search for products that met highest priority requirements utilizing Kepner-Tregoe. Negotiated vendor contracts for purchase of this product as well as on-going support maintenance contracts. Training of business analysts and developers on proper documentation of requirements, use cases, and test scripts, test results and defect and requirement tracking. Developed project plans and schedule and defined associated domestic and international resource requirements. Waterfall methodology. Completed cost analysis, work and resource estimates for proposals. Managed project scope and change management process. Conducted risk assessment and established mitigation plan. Determined performance criteria and metrics as well as maintained quality controls.

Technology Staffing Resources, Inc., Virtual Office

Consultant - Program Manager Feb 2004- Mar 2005

Telecommunications and Utility Billing/Revenue Assurance Analyst –

Support development of new carrier billing and validation software product. Validated telecommunication carrier invoices for LIDB, CNAM, and Unbundled Network Element (UNEP) carrier to ensure compliance with tariffs and inter-company agreements and tax computations. Utility billing for electrical and natural gas companies. FCC reporting. Established dispute process, coordinated customer negotiations through resolution. Defined requirements for exception reporting, validation of inter-carrier accounts receivable and payable invoices. Developed training documentation and conducted training sessions on telephony usage data, collection, analysis, processing, billing and validation as well as asset management.

RV Traveler’s Discount Book, LLC – Denver, CO President – Project Manager Feb 2003-Apr 2005

Managed entrepreneurial venture to write, publish, and market a national discount book for recreational vehicle owners. Direct market and via developed website. There were 10,000 books in print during 2004

Comcast/AT&T Broadband/Media One – Denver, CO Jan 1999-Feb 2003

Director of Data Management

Managed portion of transition team for merger and acquisition both from Media One to AT&T as well as the AT&T to Comcast merger. Managed implementation of Oracle data-warehousing system. Created business case, presented to and obtained executive budget committee approval for new data management/data warehousing system to ensure revenue and cost accuracy. Managed end-to-end project to collect telephony usage, analysis; reporting and error correction via the proprietary business intelligence software developed. Translated business needs into written business requirements and functional design documents Created test cases. Established repeatable process methods and procedures to collect, analyze, report data within switch network and billing systems that 1) increased collections by 25% and reduced disputes by 73%; 2) provided accurate and reliable tracking of customer invoices; 3) realized a net savings of over $53 million in 18 months. Developed training documentation and conducted training sessions with new resources, managers, and consultants to ensure continuity throughout the project and new department. Managed cross-functional team to complete a switch standardization and asset management project to ensure accuracy of recordings and review interconnection (inter-company) agreements, FCC and carrier tariffs to determine rating, pricing, tax computation, and dispute criteria. Based on GIS technology, provided recommendations to Engineering, Network Planning, IT, Marketing and Legal to improve routing, connections and rating for current and future contracts. Conducted proof of concept of collection, analysis and data storage for third party vendor new business intelligence/CRM software. Served as subject matter expert for merger related activities and system conversion and consolidation as well as represented company at industry forum (ATIS-Order and Billing Forum) as a member of the Message Processing Committee and VoIP sub-committee to create standardized usage format for Voice and VoIP

MCI WorldCom, Dallas, TX Jan 1995- Jan 1999

Project Manager

Managed call-to-rate mapping, identification and analysis project. Established and implemented processes for local rating and telephony productions management; developed correction of erred records and billing processes. Identified and documented new rating system requirements. Developed and implemented test plan and conversion plan. Lead billing and rating system conversions reducing errors by 75% to 95% respectively. Developed training documentation and conducted training sessions for new department employees. Other positions: Prepared documentation, general ledger inputs, accruals and federal reporting for conversion of fixed assets and tax relating to the purchase, installation, turn-up of optic fiber. Managed accounts payable department staff of 15. Collection, acquire approvals and check creation and distribution for all MCI Corporate payables.

Varied finance operations, project management, customer service positions 1979-1995

Michigan National Bank, wire transfers department, proof operations team lead

American Express Services Company - Customer Service Representative (Call Center)

Certified Financial Planner Business analyst - manage firm and partner’s bank accounts, statement reconciliation; prepare Schedule K for executive partnership tax returns.

Bookkeeper- customers included Telecommunications, Attorneys, Lawn Service, HVAC, Land Management company

Real Estate agent in the States of Utah and Colorado (2003 – 2007) (Keller Williams)

EDUCATION AND CERTIFICATIONS

Project Management Institute (PMI) - Project Management Professional (PMP®) (2006 - current)

Mining Safety Health Administration Certification (MSHA)

Information Technology Infrastructure Library (ITILv3) (certification 2011)

Agile Software Development (2009) currently working towards AGILE Certification (PMI-ACP) & Risk Management Certification (PMI-RMP)

SCRUM (2009)

Oracle Enterprise Tax Management (2008)

Rational Unified Process (RUP) (2006)

Colorado and Utah Real Estate License (2003)

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