Project Manager Program

Scott Edwards Senior Project Manager

********@*****.*** www.linkedin.com/in/swww.linkedin.com/in/scottedwardspm 512-***-**** Resourceful Project Manager with 23+ years of IT experience. Robust expertise delivering results in portfolio, program, project management office (PMO), service delivery, applications management, infrastructure, organizational changes. I am skilled in streamlining operations and maintaining schedules to ensure maximum stakeholder satisfaction and positive business revenue. Expertise in collaborating within diverse teams and resources to complete objectives and Project Milestones. Organized and detail oriented with a proactive and hard-working nature. Areas of Expertise include:

Change Management Vendor Management (offsite, onsite, offshore)

Portfolio/ Program Management Mitigation Management

Development and Operations (DevOps) IT Governance and Compliance

Risk & Issue Management Communication Management

Quality Assurance & Issue Mitigation

Process Improvements

Service Now, Microsoft Project

Resource

Continuous Process Improvement

MS Project, Sales force, Service Now

Mergers and Acquisitions

Procurement

Budget Management

Microsoft Project, Visio, Sales force, Jira tools

Lean, ITIL Methodologies

Agile/ Scrum, Waterfall framework

Professional Experience

TimeClock Plus • San Angelo, Texas • August 2019 to October 2020 Senior Project Manager

Successfully implemented improvements to project/financial processes defined by PMO guidelines.

Established and lead enterprise-wide cross functional strategic initiatives including continuous improvement, ITIL methodologies.( CRM- Sales force, KPI’s, Daily Stand-ups, Risk management, Change Management)

Ensured policies, processes, and framework followed PMBOK governance.

Provided day-to-day guidance to PM’s and team members.

Managed and provided oversight for multiple projects (14-20) across all phases of development and delivery.( Software install/upgrades of TCP, Service Now, Office365,Salesforce, SharePoint)

Directed a team of 12 which involved 5 technologists, 4 Scrum, 3 Implementation Specialists.

Developed and defined Project scope, cost estimates, Work plans, Milestones, and Communication Plans.

Validated cost assumptions, and financial forecasts, provided on-going reconciliation of related project expenditures and resources.

Application Management utilizing Jira for Dev Ops Updates, Test Case Management, Bug and Issue tracking.

Proactively managed scope to ensure phase gates, milestones, and commitments are achieved within assigned time frame, cost, and quality.

Partnered with scrum masters and product owners to ensure timely alignments (Sprints), agile development Milestones are met.

Maintained License list for tracking, TCP charges per user. Gravity System • Austin, Texas • November 2018 to July 2019 Project Management

Directed large-scale, complex projects involving multiple internal and external partners and vendors.( Ticket Upgrade, Acquisitions and Merger, inventory gathering, 0365 transition) Scott Edwards

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Worked with business partners for requirements gathering, product backlog, and technical solution architecture.

Worked and assisted on acquisition teams, developing strategy, value, evaluations, negotiations, due diligence, purchase contract, final acquisition strategy, and closing and integration of acquisitions.

Conducted usability analysis to determine user-experience issues, needs, and risks to impede successful initiation.

Developed and maintained complete project management plans, schedules, including WBS elements for project including milestones, Gantt charts, communication schedule, and phase gate signoffs.

Rigorously tracked and evaluated project progress against project plan, deliverables, milestones, and tasks to ensure agreed upon goals are achieved within defined scope, time and budget.

Scheduled Kick-off meetings to introduce teams, coordinate with Shareholders, gather requirements and set expectations.

Managed team of 5, 2 Technologists, 1 Scrum, 1 Implementation specialist, 1 program manager.

Developed communication schedule for stakeholders, developed RAIL, RISK items, implemented strategy to overcome challenges to meet deliverables.

Collaborated with SCRUM Team, Sprints, scheduled development and testing.

Trained 8 different teams on development processes.

Set project milestones, continuous monitoring to ensure deliverables and expectations are met, NTT Data • Austin, Texas • December 2017 to September 2018 Project Manager

Reviewed SOW, SLA’s, Risks, and expectations for (TXDot) Project for Stakeholders.

Managed team of 13 help desk agents to meet very high SLA’s for calls answered and (FCR) First Call Resolution.

Defined and implemented plan including SLA’s and SOW to positively affect economics of the project.

Scheduled weekly meetings with stakeholders for status, current SLA’s match, Risks, RAIL’s, with continuous quality assurance monitoring.

Established communication schedule to deliver planning, orchestrating, and delivery of strategic initiatives to resolve ongoing issues and risks.

Provided executives, PMO, and steering committee members with status reports, burn down charts, and value charts during scheduled meetings (Deliverable).

Schedule and scope management for multiple projects using agile/scrum methodologies.( BMC Remedy to Service Now,KPI creation, SharePoint, 0365 installation, multiple Domains) Gerson Lehrman Group • Austin, Texas • June 2017 to November 2017 Project Manager

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Developed, maintained, and tracked project plans including WBS, Scope, Risks, and Change Management.

Inherited multiple projects (9) across all phases of Implementation and delivery, developed Gantt charts for projects.(0365, Zendesk, Sharepoint, KPI Creation, Sales force, multiple domains, Production and non- production domains)

Implemented formal project management processes based on PMBOK methodologies and tailored it to fit organizational and business unit culture.

Managed and insured all project deliverables are on time and within budget, maintaining high quality and customer satisfaction throughout the multiple projects.

Provided leadership and guidance to team members as required.

Scheduled weekly project status meetings with stakeholders to review project status, any risks, and current issues.

Created Documentation, held meetings on projects status, risks, budgets, updating deliverables date.

Proposed and Implemented ticketing systems to track technology issues and project tracking.

Collaborated with leaders to facilitate each projects status, Milestones, Budgetary items and concerns, Timelines, and resource deployment to meet agreed upon timelines and schedules.

Created service-level agreement performance for technical issues, received approval and go ahead for acceptable levels from Directors (9) and executives (13).

Implemented ticketing system for Service Desk across all platforms (3), 5 continents, and assigned oversight to approving directors or managers (12).

Capgemini • Austin, Texas • July 2015 to May 2017

Project Manager / Agency Relationship Manager

Key Accomplishments:

Established North American Service Desk including 35 level 1 techs to handle all issues for GTA (State of Georgia, GTA), including incoming calls with a 92% FCR.

Managed and directed team of 65+, 32 technologists, 2 level 2 technicians, 5 developers, 3 Major Incident, 7 Change management, 8 Agency Relationship managers, 3 program managers, 5 Implementation specialist.

Created and Implemented MIM and Change Management process for Service Desk, trained assigned customers (68) on process and workflow to meet established SLA’s.

Created Level 1.5 agents (10) as an escalation desk for issues needing a deeper knowledge to resolve issues.

Created daily, and weekly scorecards to monitor SLA’s, SOW’s, Communicated the results with my superiors on a weekly call.

Held weekly calls with Executives, CIO’s, Directors, or assigned staff to report SLA numbers, MIM tickets, Outages, and Service interruptions.

Assisted SDM on continuous improvement training for agents and customers.( BMC Remedy, KPI’s database, Quality of tickets and calls)

Implemented weekly call with 42 CIO’s of the customer, 2 SDM, 4 SM, 19 Director, 12 ARM ensuring each of the customer’s needs are being met along with providing updates to open issues and projects.

Implemented Level 2 technologist (12) to assist and resolve advanced technical issues, this included creating new Role, training selected agents, documenting process for escalation, SOW documentation, SLA for issues escalated, documentation for new roles and access rights.

Evaluated and Implemented Texas DIR contract, implemented process and procedures (SOP), (SOW) for ticket creation, ticket tracking and reporting.

Project Management for Interactive Voice Recording (IVR) program, providing PMO oversight and risk management for telephony modernization for the GTA call center, enhancements included intelligent call routing and call recording.( Poland, Japan, Dallas, and Atlanta- PM’s)

Coordinated with Dallas and Chicago PM’s during Server farm upgrade, data center build and bringing online in Atlanta, implemented SAP)

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Ameriprise Financial • Austin, Texas • November 2005 to December 2014 Project Manager / Field Technology Consultant

Key Accomplishments:

IT Lifecycle Project Value $120+ Million multi-year

Implemented Office rebranding affecting 300 offices, maintaining full functionality of office and office equipment with no business interruptions.

Assigned to update and upgrade FAS program to all agents in the US, project outline was accepted and implemented, 11,000 computers were upgraded with no business interruptions over a 3 week time period.

Project Manager on moving 9 office locations in the US, created outline, milestones, vendor selections, contractors, new office rebranding, updating network infrastructure devices, service disconnect and reconnect at new address, timelines for this move. o (8 offices were moved in time and under budget, 1 office was delayed 2 weeks due to Service providers unable to setup data/phone lines in the allotted agreed upon time frame).

Project Manager of the quarter for the following quarters/years o Q1 2008, 2010,2013

o Q2 2008,2009,2011

o Q3 2002,2005,2006

o Q4 2001,2008,2009,2012

Assigned Columbia project after acquisition. Developed Project Plan to include timeline, new real estate, multiple locations, infrastructure, and technology.

Provided executive committee and IT PMO visibility to project, program, portfolio, and functional level status, including issues, risks, costs, phase gates, timelines, and allocated resources.

Developed core competencies and capabilities of project managers through coaching and training utilizing development plans.

Education

Bachelor of Science, Business Administration

Ameriprise University/Phoenix • Minneapolis, Minnesota 2006 Associate of Science, Information Technology

Ameriprise Financial/Phoenix • Minneapolis, Minnesota 2004 Certificates & Licenses

Executive Certification Business Leadership

Executive Certification Business Management - ITIL Foundations ITIL V3 2002

ITIL Foundations 2015

A+ 1999

PMP 2008

Network+2000

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