Training Consultant Project Manager

SUMMARY

Heather is a Business Leader and Manager with over 15 years of 'hands-on' experience managing up to 200 resources, $800M+ Budgets, Profit and Loss, HR, Compliance and Risk Avoidance. She is a Certified Professional Project Manager (PMP) that demonstrates leadership through influence, communication, and skillful project delivery.

PRACTICE

PROJECT MANAGEMENT APPROACH

Project Management Institute PMBOK, Government PMBOK, Waterfall, Scaled Agile Framework (SAFe), ITIL, SCRUM, KANBAN ADDIE and Rapid Instructional Development, Blended Design, Technical (Instructional) Design, Video and Audio eLearning, Online Wiki Design, Socialized Knowledge Sharing, Modeling, Storyboards.

EXPERIENCE

INDEPENDENT CONTACTOR, MO (02/2010 to Present)

Independent Business and Technical Consultant

Independent business and technical consultant for new business owners to properly scope, size and plan for projects to help distressed programs in need of getting back on track. Provides over 15 years of business process, technical, network, infrastructure, application, voice and facility project experience.

Provides client-facing programs with documentation, media kits, secure repositories, business process flows, changes with policy, and/or recommendations for adult training and design.

Published author of: ITIL: 3 Reasons to Align DevOps and ITSM, Emotional Intelligence, Communications, Project Management Mentor, Trainer and Governance Consulting.

TAPESTRY TECHNICAL SOLUTIONS/BOEING/THE JUDGE GROUP, Saint Louis, MO (4/2022 – 7/2022)

Under direction of Tapestry’s CEO, provided contracted Technical Product Testing and Owner Services to support the integration of the F15 Mission Planning Software. Acquired Federal Clearances to onboard, train for, and review the product software of the proprietary USAF F15 Mission. Conducted Mission Software testing, documentation, reporting, Security Defense PMO attendance, SCRUM, Azure, and other agile meetings, made consulting recommendations.

STATE OF MO/IBM HEALTHCARE/CITADEL FEDERAL SOLUTIONS, Jefferson City, MO (12/2018 – 2/1/2019)

Sr. Project Manager, PMO Governance

PMO Governance Advisor and Contractor during the Initiation Phase of a strategic initiative for the State of Missouri, Department of Health Services.

AMEREN ENERGY/HURON/COLLABERA, Saint Louis, MO (9/2019 – 12/2019)

Sr. Project Manager / Quality Assurance

Authored and delivered the Strategy and Management Plan as the Quality plan of record for the Integrated Cloud development team from Huron. Managed Issues, Risks, Dependencies, and Decisions in a centralized SharePoint log.

WELLS FARGO/KFORCE/COLLABERA Saint Louis County, MO (01/2014-11/2014) and (03/2018-09/2018)

Senior Project Leader and PMO Consultant

Business and Technical PMO lead for two key strategic initiatives tasked to manage scope, budget variance, communication, and risk for strategic programs. Managed a Documentation workstream and diplomacy efforts during and post-acquisition between firms with the objective to combine governance, communication efforts, and a new operating model with senior-level decision-makers.

Aligned workstream goals and objectives, identified and mitigated risk, increased user knowledge of system and business requirements, improved transparency among business partners, with quality deliverable(s) that met and exceeded expectations as outlined in an agreement.

Managed scope, business requirements, third-party due diligence, risks, issues and dependencies, decision logs, stakeholders, staffing needs, project planning, communication planning, peer-alignment, and calculations to keep budget variances within an 8% tolerance.

Conducted gap analysis sessions, authored requirements, made recommendations for improvement, monitored quality assurance to ensure adherence to all Wells Fargo and regulatory policies, procedures, and guidelines.

Produced an accepted Documentation Strategic Plan for Phase 1 - 2 (2 year) plan with a proof of concept and operating model.

Produced and delivered the Documentation Program Communication Alignment Deck that articulated vision, scope, and approach of the workstream to Senior Leaders.

Achieved leadership approval to form a new Steering Committee and Charter. Recruited Stakeholders, meeting cadence and member responsibilities as a Steering Committee for the new Operating Model.

AT&T/ERICSSON/e-Technology Link/, Saint Louis County, MO (12/2015 to 01/2017)

Integrated Cloud and System Documentation Consultant

Worked dynamically and remotely within an international team of project documentation experts to deliver all expected outcomes on time within an agile release schedule.

Developed and delivered a real-time knowledge portal as an outcome for Operations and Tenants that contained all newly released operational work instructions, policies, and procedures.

Produced online user guides, operations manuals, disaster recovery instructions, tenant operations and development content for AT&T’s Cloud, Security, SCRUM and Operations’ Teams.

Managed security access rights and privileges to an Atlassian Confluence Collaboration Environment using a JIRA Wiki, and MS SharePoint environment. Managed deliverables produced by the Business, Security, DevOps and Operations teams.

Conducted daily communication with all stakeholders; coordinated quality efforts and processes for new and iterative requirements, user stories, knowledge sharing documentation and release notes during the program lifecycle.

Authored and published an online introductory communication video for all stakeholders to increase awareness of our roles, responsibilities and how to engage our group for future projects.

PNC BANK (Treasury Management; Mergers & Acquisitions), Pittsburgh, PA (12/2006 to 02/2010)

Product Development/Assistant Vice-President

Promoted in 2009 from Treasury Management Officer/Technical Lead to Assistant Vice President.

New Product Development: Managed and Produced New Innovative Products for a Clearinghouse Platform in Development within Treasury Management. This was the #2 prioritized strategic banking program, with high-visibility, high-dollar spend signing responsibility ranging from 80K - 2.8M+ per project per quarter.

Professional Event Leadership: Represented PNC Bank as a Participating Co-leader and Facilitator and group leader committed to the standardization of Healthcare Denial Codes and Claims Processing.

Vendor Engagement: Responsible for the Selection, Due Diligence and Engagement of Technical Third-Party Vendors for the Division. Managed and authored vendor statements of work, coordinated SME selection criteria, and facilitated process selection meetings, during an extensive due diligence and risk analysis process.

Risk Analysis: Evaluation of technical risk with mitigation recommendations to senior leadership prior to contract negotiation

Training & Development: New Hire On boarding, authoring of corporate policies and procedures.

Project Management Office (PMO): Participating member that was tasked to provide weekly status reports, process improvement recommendations, decisions, and overall leadership input as it relates to change, risk, and demand.

Coordinated and participated in VECTOR annual workshops for senior leaders, analysts, and developers within Treasury Management Payments.

Received accolades for delivering a successful E-Card Implementation Program that included documenting Standard Operating Procedures for Healthcare Operations and MIS, and Training of all Stakeholders.

Authored Electronic Healthcare National Accredited Clearinghouse (EHNAC) Corporate/technical responses, which resulted in an accreditation for three Business Units in 2008. The bank remains the only financial institution in its' Industry to achieve a combined EHNAC accreditation.

FISHER SCIENTIFIC, INC, (DBA: ThermoFisher Scientific) Pittsburgh, PA (03/2005 to 03/2006)

Business Solution Project Consultant and Instructor (Business Solutions Consultants Division)

Designed and conducted custom Train-the-Trainer programs for clients (i.e.: Intel, Bayer, Corning), and internal Business Partners such as help desk, sales teams, and product managers.

Provided custom documentation and training of RFID, Procuri, SAP Ariba Punch-out, laboratory supply chain management and chemical management.

Developed the help file, user interface and customized content for a new client-facing education portal of Fishersci.com during its conversion.

Directed e-commerce training implementation between customers and Fisher IT/support teams.

Established a 'best possible design integration' plan to support compliance of testing processes.

Led Quality Assurance Management efforts for testing of new products using Mercury Test Director and approved developer file packages on behalf of the director prior to using Harvest to ensure project deadlines were in compliance and met targets.

PATTERSON DENTAL, Pittsburgh, PA (01/2004 to 09/2004)

Practice Management Software/Digital Radiography and Hardware Sales/New Account Acquisition, Technical Sales and Product Implementation

Successfully won new business and maintained existing business in two assigned territories (Pittsburgh and West Virginia).

Managed dental practice management software, network, VOIP, IVR and hardware to the dental community.

Achieved top "A" sales goal within 6 months represented the Pittsburgh branch as the top (3) technical representative in the eastern US region through problem-solving accounts in jeopardy and winning new business across two territories.

Directed sales/technical formation of eighteen (18) sales representatives in the Pittsburgh/WV region by utilizing sales formation and training presentations.

Delivered training to Providers, Sales Representatives, new-hires, Sales technical representative(s) and Dental Sales trainers in the new roles.

Facilitated presentations at staff meetings, trade shows and clients while maintaining assigned business goals for two (2) territories.

EQUITABLE GAS COMPANY, Pittsburgh, PA (03/2003 to 12/2003)

Senior Technical Training Consultant/Manager

Delivered an enterprise-wide customized Billing/CRM/Meter Reading/HR System training program planned for delivery in Pittsburgh, West Virginia, and Kentucky location(s) for 300+ employees over a 3-month period covering 55+ topics.

Hired three (3) supporting training staff members, sourced new training facilities and resources following an online RFI/RFP process to design and deliver the project within a 9-month scope; included a train-the-trainer deliverable for sales, marketing, and management staff.

ARIBA SAP (acquired FreeMarkets, Inc, in 2003), Pittsburgh, PA (12/1999 to 03/2003)

Professional Instructor and Client Delivery Leader, E-Sourcing Market Operations Leader/Professional Client Instructor

Traveled internationally serving global fortune 1000 and middle market organizations.

Designed and delivered customized client training programs that resulted in value-added revenues $1,000,000+ and a new 'start-up' training division.

Provided custom sales proposals, educational product subject matter expertise and sales support at client sales meetings that resulted in the acquisition of 35+ global accounts for FM education services.

Consistently exceeded the client satisfaction rating with an average of 3.8 out of 4.

Designed and conducted ISM certified courseware programs and workshops for purchasing professionals seeking earned credit hours toward their CPM designation.

Managed market operations events, and call volumes: Supervised two direct reports, technical staff and interpreters to prepare suppliers to bid competitively for online quotations, technical troubleshooting, IVR and call monitoring, executed real-time events without interruption while maximizing results.

Highest return was 75% savings for healthcare products in Australia.

Managed communications and database of all incoming supplier inquiries, registration, and qualification process.

UNIVERSITY OF PITTSBURGH MEDICAL CENTER – UDHS, Pittsburgh, PA (12/1996 to 12/1999)

Outpatient Dental Manager and University Billing Supervisor

Under the direction of the University Director, managed university and private practice billing offices and staff. Supervised up to seven staff members responsible for claims processing and direct billing.

Monitored staff for HIPAA and regulatory compliance; implemented disciplinary actions where needed.

Maintained credentialing compliance for 37 physicians and dentists to include insurance and agency credentialing.

Monitored all third-party billing and adjudication process; assigned daily tasks; balancing resource capacity using EPIC and Hospital (Mainframe) Patient Account, Billing, IVR and Email Systems.

Personally, handled all outstanding cash accounts, maintaining a consistent 98% collection rate.

Conducted employee and account audits, and research projects on behalf of the practice director.

Coordinated and facilitated new hire on-boarding and process that shortened initial learning curve.

Managed the opening and on-going daily operations of the first outpatient dental satellite facility, patient scheduling, operating procedures, marketing, patient records, supplies, financial records, and reporting.

(Management of) PRIVATE PRACTICE DENTAL OFFICES, Pittsburgh, PA (06/1982 to 12/1999)

Clinical and Administrative Dental Management – Multiple Practices

- Dental Augmentation – Multiple Disciplines. (Oral Maxo-facial, General, Pedo, Perio, Endo, Prosto,Cosmetic)

EDUCATION AND TRAINING (Professional, Corporate, and other Adult Education Programs)

Project Management Professional Development – Maintains a minimum of 60 required PMI audited professional development PDUs comprised of training or industry contributions annually.

Continuous Professional Education – SAP Ariba (FreeMarkets Online Auction Operations), ERP, Microsoft Office, CRM, ACH and EDI Transaction Mapping, Cognos and Financial Reporting, Mercury Test-Pro Administration, and Reporting, MIPPS Reporting, Business Intelligence Administration and Reporting, SharePoint Administration, Confluence JIRA Wiki Administration, Microsoft Office and Adobe Template Development and other Adult Education (1999 to Present)

Training and Development: Learning Management Systems (LMS), Advanced Facilitation and Presentations, Train-the-Trainer, Instructional Design, Technical Writing, Employee Onboarding and Compliance, Rapid Design Techniques (December 2002 to present)

Business, Product and Project Management, Product Management Lifecycle, Supply Chain Optimization, Risk, Finance, HIPAA, PCI, Treasury Payments, Communications, Revenue Lifecycle, Vector, Mainframe, EDI, Compliance, AML, Anti-Tying, Disaster Recovery and Business Continuity. Multiple Alternative Programs (2004 to present)

Graduated with High Honors in Healthcare Medical & Dental - Steel Center Technical School - Clairton, PA (1982 to 1984)

Graduated with Honors, Brentwood High School, Pittsburgh, PA (1984)

CERTIFICATIONS and MEMBERSHIPS

Project Management Professional (PMP) (December 2007 to December 2023) - Issued in 2007 by Project Management Institute (Cert No: #496293 – in good standing) and International Member.

o7,500 hours leading and directing projects prior to 2017

o35 hours of project management education prior to 2017

Dental Radiology (1986 to Present and in good standing) - Dental Radiography Certification by the State of PA

●Member of ASCAP and BMI

oAuthor and facilitator of published technical, training and business blogs, twitter ads, and other professional publications,

oIndependent Artist Lyrists, Musician, and Producer of Album Art, Website Content, Album Releases, and Production Material. Released over twenty-four (24) original singles, one original album.

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