MARY L. GERDES, PMP, ITIL

Atlanta, GA 678-***-****) adf6qs@r.postjobfree.com • www.linkedin.com/in/projectmarygerdes

PROGRAM AND PROJECT MANAGEMENT / CUSTOMER SUCCESS MANAGEMENT

Bilingual Senior-level Customer Success Manager (CSM), ITIL and PMP certified Project/Program Manager, with over 13 years of experience organizing and executing complex, cross-functional Information Systems projects. Accurate and creative Social Services implementations and modernizations. Infectious CAN-DO approach to initiate and effectively navigate projects of varying scope, schedule, and budget. Connects individually to build cohesive high functioning teams to ensure strong client relations and retention and yield profitable collaborations. Macro and micro attention to details while addressing needs of key stakeholders and delivery team to ensure goal attainment.

KEY BUSINESS, SKILLS AND CAPABILITIES

Project Management Software: Microsoft Project Manager, Smartsheet, Jira, SDLC

CRM’s: Salesforce

Pivot Tables, Charts, Graphs and Analytical Tools

MS Office Suite of Tools, Excel

Spanish and English Language Fluency

PROFESSIONAL EXPERIENCE

Three Bridge Consulting, Atlanta, Georgia 1/2020 -7/2020

Provided Project Management and Consulting for customers of Three Bridge Consulting.

Project Manager

Served as Project Manager for Equifax migration projects.

Excelled in guiding the work of technical teams. Articulated project goals and scope, translated business needs into technical terms, prepared detailed work breakdown structures (WBS) and instilled shared accountability for achieving project milestones.

Resolved numerous project issues including staffing shortages, tactical matters, scope creep and divergent business and user needs.

INVESCO, Atlanta, Georgia 3/2018 -12 2020

Invesco offers a broad range of actively managed, domestic, international/global, specialty and fixed income mutual funds to help customize investors' portfolios to their unique needs.

Project Manager / Business Operations and Technology Services Partner

Reported to the Director of Infrastructure. Built gate process to create a bridge between Operations and Infrastructure which allowed the Help Desk to support new client facing applications.

Built Project Methods and Communications Plan for Finance Company

Initiated Executive weekly communication with “News You Need to Know” spotlighting inflight projects

Resolved key issues and improved productivity by implementing Issues tracking system.

Illustrated overall timeline of the project and expected date using Gantt Chart.

Established Jira instance and facilitated training for applications development team.

SJ TECHNOLOGIES, Buford, Georgia 9/2015 – 5/2018

SJ Technologies (SJ) is an SBA 8(a) certified, woman-owned small business founded in 2009 focused on assisting agencies and corporations transform into high-performing organizations. 15 Team members.

Director, Project, and Service Management Office

Supported fledgling operations that serviced Government contracts for IT Software. Ensured the completion of the design and development of business-critical software on-time, under-budget, and high quality. Carried out risk analysis and change management; reduced project risks by formulating contingency plans while overseeing post-sales support and client satisfaction for key Government Accounts. Developed PMO tools and processes to align with customer priorities.

Improved SDLC projects for OPM by implementing an Agile approach within the development team.

Created Agile templates for BA team and established daily scrum calls.

Implemented ITIL processes, to include Incident Management, SWAT process, and customer reporting.

CENTURYLINK TECHNOLOGIES SOLUTION, Atlanta, Georgia 10/2010 – 9/2015

CenturyLink, Inc. is a global technology company headquartered in Monroe, Louisiana, that offers communications, network services, security, cloud solutions, voice, and managed services.

Senior Client Success Manager

Managed the team and customer experience for the Coca-Cola infrastructure, an $18M enterprise client. Supported all marketing campaigns to ensure revenue, service delivery, executive relationship management, up-sell identification, and opportunity engagement. Role expanded to include IT management services for three additional clients while identifying, communicating, and implementing process and procedure improvements across all areas. Responsible for directing and controlling customer inquiries and resolving issues.

Spearheaded the complex transition process for 700+ key marketing application from a managed hosting solution to cloud computing.

Liaised between management and clients to ensure escalations were addressed and resolved within agreed service levels agreements.

Orchestrated and implemented the IT Service Management organization, defining objectives, scope, and deliverables for the project.

PROMMIS SOLUTIONS, Atlanta, Georgia 2009 - 2010

Prommis Solutions, LLC provided technology enabled processing services. The Company focused on loss mitigation, bankruptcy, direct source, foreclosure, and settlement services. Prommis Solutions served customers throughout the United States.

Director, Project Management Office

Orchestrated project plans, change management process, communications strategy, and training as well as role-based development plans.

Directed the implementation of online Performance Management Module as well as managed Self Service Module and Work Force Now Portal Systems for HR department (ADP). Reviewed operations to ensure compliance with service level agreements (SLAs) and organizational benchmarks.

Recognized by organization for successfully designing, building, and managing a $1M Learning Management System for 1,300 employees.

IBM GLOBAL SERVICES, Atlanta, Georgia & Albany New York 1998 - 2009

IBM is a leading cloud platform and cognitive solutions company. Restlessly reinventing since 1911, technology and consulting employer

Project Manager

Developed new business opportunities, proposals and management, custom project budgeting. Proficient in forecasting, invoicing tools, and financial support tools. Project Manager for the Achievement Reporting and Innovation System, or ARIS, managed 21 project team members, project plans, and educational roll out plan.

Successfully managed a culturally and technically diverse team in a $4.5M, three-year IT project focusing on SOA Infrastructure Implementation for the NY State Department of Labor's Modernization project.

Managed SE Regional Training Facility to include management of instructors and sales team. Directed and managed all components of training delivery to meet 600-1000 training events per month. Produced, updated and implemented strategic training plans and proposals, which increased number of projects awarded to Catapult through IBM Corporation and Lotus Professional Services. Hit performance goals Q1 - Q3, 2000.

EDUCATION AND CERTIFICATION

PMP Certification: June 2009, Member ID:877645 – Agile Certification pending

ITIL Certification Ops Boot Camp - IBM Consulting Courses - Service Management Leadership Course

VP Communications, American Society for Training & Development (ATSD), SE Chapter

Attended Art Institute of Fort Lauderdale, Florida Attended Broward College, Fort Lauderdale, Florida

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