Project Manager Customer Service

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Professional Consulting Summary

**+ years of strategic and tactical Project leadership in the greater Boston area providing: ●Application Migration● Software Implementations ●Financial/Cost Management ● E-commerce● Program Management ● Technical Solutioning ● Governance ● Vendor Management ●E-Platforms

Career Highlights & Tools

Network and Telecom architecture planning (nodes) related to GSM, SG/GGDN, PTSN, GSM-BSS/RSS, e911 and tele centers builds

Utilizing various integrated software’s (Jira, EDI, EAI) to enhance productivity, optimize data management, improve security and ROI

Cloud applications not limited to: AWS, SAP (PRA/Fi/CO), Oracle, Azure, SFDC, ServiceNow and financial (Fin-Net) functionalities

Enterprise Platform planning O365, Azure, AWS, SAP/Hana, Oracle, Mulesoft, SQL & various databases, integrated efficient services

Infrastructure redesign and updates to network equipment, LAN/WAN - WAN edge, varied platforms & data management (Data Lakes)

22 years of Project/Program Management building PMO’s, Standardizing/Auditing PMI guidelines and implementing methodologies

Leading teams through cross functional AWS/Enterprise, PMO and Datacenter initiatives for C-Suite leadership & executive reporting

Project Managed a 100% Agile environment, globally implementing (SFDC-Cloud) Salesforce Cloud knowledgebase (14 million users)

Several “hands-on” project management work performed in various environments leading and/or assisting client project leads

Communicate, motivate & drove standardization company-wide improving culture within various (PMO’s) Project Management Office’s

Certifications

PMI-PMP Project Management Professional PMI-ACP Agile Certified Practitioner ASQ-CQE Certified Quality Engineer Atlassian Jira PMI-RMP Risk Management Professional Lean Six Sigma Green Belt and Black Belt bjh k

Education

ITT Technical Institute (1993) The QPS Institute(2014)

Associates Degree CAD/CAM Design Advanced Project Management Leadership Program (PMP)

Architecture/Electrical and College Studies

Professional Experience

Northeastern University (Digital Prospectors-W2 contract) Boston, MA

ITS Project Manager May 2022 - Presently Successfully Managing cross functional IT Services & (AV) Audiovisual Projects for Northeastern’s Boston and Global campuses.

Managing interactions with ITS/University Finance, Infrastructure, Security, Facilities departments and Vendor Management

Global Program and Project Management IT implementations for NU campuses in London, Vancouver and various North America cities

Integrating existing ITS practices with NU Facilities projects involving design, construction, architectural and technical details

Driving PMO Agile/Waterfall methodologies-guidelines toward Project’s & Program’s, ensuring lifecycles relevant to NU PMO structure.

Providing standardization to project management activities/objectives related to schedules, costs, resource and time management

Technical decision-making inputs for Telcom, AV, Infrastructure (Div. 27 specifications), Security (CCTV) and power/data connections.

Coordinating weekly meetings, status reports, site visits, pre-school year IT planning and continuous improvement activity

Key Achievements: Implementing IT and AV installations throughout Northeastern University’s local (Boston) and global campuses under high visibility and urgent time constraints.

Software(s) used: Smartsheet, MS Project, Office 365, PowerBI, MS Teams and SharePoint

Dollar General (Softworld-W2 contract) Nashville, TN

Project Manager Nov 2021 – May 2022

Successfully Managing cross functional IT Software & (DR) Disaster Recovery Projects, PMO OCIO Initiatives and creating dashboards.

Interacting with IT Finance, Marketing/E-Com, Supply-Chain, (PoS) Point-of-Sale and various software application stakeholders.

Integrated existing POS data into Operation & Maintenance software and API/Security connections for all North American stores

PMO driven Agile/Waterfall methodologies-guidelines toward Project’s & Program’s, ensuring lifecycles are relevant to PMO structure.

Driving various business and technical teams towards project deliverables, decision points or efficient mannerisms for project success.

Identifying project strengths & weaknesses, creating PMO service opportunities improving risk, cost & communication to the organization.

Key Achievements: Managing the highly visible software implementation for all USA stores, integrating invoicing, API configurations, Reporting,

Property Management, Asset & Access Management events for a timely and successful implementation, launching a new software system.

Software(s) used: Smartsheet, MS Project/Server, Office 365, Jira/Confluence, VeriFone, Fexa Maintenance, PowerBI, MS Teams and SharePoint

CES, LLC Mansfield, MA

Senior Project Manager Feb 2021 – Jan 2022

Successfully Managed multiple CDMO/Construction projects involving Cleanrooms, Cold Rooms, Grow facilities and Laboratory environments..

Strongly voicing client requirements, while positively influencing ground up construction to FDA/regulatory preparedness

Prepared project financials, risk mitigation, resource allocation (hours/costs) vendor management and delivered weekly project status.

Provided PM expertise ensuring Cgmp/FDA compliant facilities are properly built, engineered and trained on to eliminate impurities

Maintained Budgets, quantifying cost savings/efficiencies, Actuals-vs-Accruals for General Contractors project activity

Identified strengths & weakness to create project opportunities improving Risk Management activities to mature the business

Identified and mitigated customer issues relating to CFR21 Part11, FDA compliance, regulatory and ISO engineering standards

Key Achievements: Assisted forming a PMO, specifically maturing (SES) Special Environment Services, for BioPharma clients: Moderna,

Idex, Mori Labs, Textron, Minovia, Azurity, Idexx and Modalis to anticipate client’s needs from construction walk-thru’s to reporting.

Software(s) used: Smartsheet, MS Project, Office 365, ProCore, Jira/Confluence, PlanGrid, Computer Ease, MS Teams and SharePoint

National Grid Electric (ApexSystems-W2 contract) Waltham, MA

Senior Project Manager III Aug 2019 – Jan 2021

Managed multiple technical projects for (EDP) enterprise data platforms in both Agile & Waterfall methods successfully.

Managed project strategy, Schedules/Plan, Business-to-IT x-functional activities, project reviews, KPI metric and technical delivery.

Prepared financial workbooks for various projects for sanctioning, RTB, CapEx/OpEx and resource allocation (hours/costs)

Developed IT Gap/SWOT Analysis, Risk & Security assessments, SAP & Salesforce CRM integration for project / ETL for Big Data

(AWS, APIs (MuleSoft) and MDM data

Prepared project plans in Asana, MS Project and Jira for new organizational initiatives or process improvement measures.

Maintained Budgets, quantifying cost savings/efficiencies, TCO, Actuals-vs-Accruals for all IT Finance (Oracle-Fusion) project activity

Implemented several IoT based initiatives for IT Customer integrated with: Security, Commercial IT/Real Estate Enterprise Data Platform (EDP)

Financially forecasted multiple complex projects planning and mitigating OpEx/CapEx challenges

Key Achievements: Drove complex initiatives/enterprise-based projects simultaneously building a newly Business/IT team generating process

Improvements to: IoT, IT Finance, Infrastructure, Network, Security, Applications and Enterprise Data Platform (Azure/MuleSoft/SFDC)

Software(s) used: MS Project, SAGE, ServiceNow, Oracle EBS/Fusion, SFDC-Cloud, Asana, SAP-CRM, Jira, Office 365, Pwr BI, MS Office365

KDP Keurig Dr. Pepper (Clearbridge-W2 contract) Burlington, MA

Program Manager Jun 2019 – Dec 2019

Managing multiple workstreams (Oracle Finance/SAGE Accounting/Merchandising/Supply-Chain) to build/design/test new Procurement Portal.

Created Project Schedules, Supplier Score Cards, Status Reporting, Project Documentation on Confluence/MS Teams

Managed HCM and procurement projects to provide documentation for Manager, admin and employee PeopleSoft process

Analyzed Cost Management/IT Finance activities internally and with awarded suppliers relating to portal capabilities.

Converted Seamless integration between multiple departments focusing on customer order fulfillment and POS KX605 integration

Developed working teams, program workstreams and coordinating IT initiatives centric around SAP, Oracle EBS and MuleSoft

Devised and clarified business case for Merchandising, Marketing, Customer Success and data integration

Maintained Budgets, quantifying cost savings/efficiencies, TCO, Actuals-vs-Accruals related to Merchandising and IT activity

Identified and developed Change Management opportunities, preparing for a smoother transition, upon “Go-Live” and training

Key Achievements: Created robust PMO guidelines, implementing processes for Keurig and Dr. Pepper for Merchandising/Procurement & IT.

Software(s) used: MS Project 2019, SAGE, Google Cloud, ServiceNow, Oracle Finance 22A,Verifone, Planview PPM, Office 365, JIRA-Confluence

RBSs, Inc. Ahold Delhaize Company (Apex Systems-W2 contract) Quincy, MA

Program/Sr. Project Manager Nov 2018 – Jun 2019

Delivered organizational clarity and Project/Program Managed solutions to retail ops distributed Systems and key IT/Finance initiatives.

Created Asana Project & Resource Plans, Critical Path (CPM), Status Reporting, Stakeholder and Risk Registers in SharePoint

Managed Program/Project level Cost Management activity, Pharmacy/PeaPod(PDL) production processes, Change Management and Continuous Improvement effectively to Middle/Upper Management.

POS integration to Piggly-Wiggly & Food Lion stores for VeriFone KX605 external operational kiosk (Database & AR/AP workflows)

Maintained MS Project and Program Budgets for ETC, TCO, Actuals, Accruals related to all retail operations and IT business activity.

Mitigated project risks thru weekly project team meetings & stakeholder interviews, while improving company culture and moral

Identifying cross functional risks and issues through a customized risk register workbook and program level workstream KPI/tracker

Developed multiple success criteria derived from Agile stand Ups and coordinated “brown bag” sessions including 3rd party vendors

Directed leadership and business acumen to drive newly implemented IBM SCM software operations with cognitive cloud technology

Key Achievements: Organized ambiguous operational processes, timely keeping Capex/OpEx of multiple Retail Ops programs and budgets on track.

Software(s) used: MS Project 2010, Oracle Financials, ServiceNow, Verifone Cloud Management, Remedy, Maven, GitHub, PPM, Office 365

Ken’s Foods, Inc. (The Judge Group-W2 contract) Marlborough, MA

Senior Project Manager Jan 2018 – Nov 2018

Providing all departments across Ken’s with IT & Operational solutions involving Enterprise and IT Network/Infrastructure initiatives.

Building process PMBOK/Agile standardization into: Facilities, Manufacturing/Production, Network & Infrastructure.

Operation solutions for Supply Chain, Security, Inventory (Robotic build-out) and Labor Management initiatives.

Develop SQL rules engine, data validation with DevOps group maximizing software applications for process improvement.

Created project plans in JIRA/MS Project, risk management, business requirement building and 365 CRM implementation.

Maintained IT and Business workstreams through MS Project & SharePoint/Dynamics 365 for 2018 software implementations.

Key Achievements: Created PMO Project Management standards, improving processes through 365 Implementation and applications.

Software(s) used: MS Project, JIRA, PowerApps, PowerBI, Office 365 Sales & PSA, PeopleSoft, SharePoint, PowerPoint and Excel

eFront IT Financial Solution, Inc. (WinterWyman-W2 contract) Boston, MA

Global Senior Program Manager May 2017 – Dec 2017

Global Sr. Project Manager for private equity acquisitions involving Networking, Software Security, Customer Service, software (proprietary) products, SOC Type-2, ISO27K certification/compliance for 2018 GDPR readiness and client transformation processes.

Directed change process, created PMO guidelines/processes, mentored Jr. level PM’s & designed Cloud Op PM processes

Managed operational risks to AWS platform and SOC type 2 compliance with encryption (virtual & private clouds) for global clients

Project Managed EMEA, USA, APAC and Australia ambiguous processes to PMI/PMBOK best practices and methodologies.

Designed a repeatable IT processes, to migrate global customer data, utilizing eFront products and development tools.

Key Achievements: Worked with various auditing firm including PWC to obtain SOC Type-2 and ISO27K certifications along with implementing SAT (Security Awareness Training) global processes.

Software(s) used: AWS, MS Project, JIRA, Office 365 NAV, SharePoint, PowerApps, PowerBI, PowerPoint and Excel

Nike Shoe/Converse, Inc. (Randstad-W2 contract) Boston, MA

Program Manager Aug 2016 – May 2017

Program Managed high profile PMO initiatives of Nike DTC (Direct to Consumer) Tech team, Factory Outlet expansion (FoS) & POS

Directed change processes, structuring PMO initiatives, project managing POS & Merchandise retail workstreams.

SAP(CRM,BW, SD & HCM) configuration design & stand ups, PCI compliance, vendor management and DevOps process improvement.

Service Managed cloud services (100+) initiatives for US and EU performance, security updates and latency factors

Large-scale POS VeriFone implementation (Cloud-based) to 125 Converse brick & Mortar stores in North America and Europe

Defined tools & technical processes supporting overall organizational work streams Center of Excellence, C-Level and PMO

Lead PM priorities such as: creating project plans, risk registers, status reporting, issue/risk tracking, Client Care, vendor coordination ensuring critical path/ milestones are met for go-live and Aptos software support.

Key Achievements: Program Managed multiple global workstreams for integration of stores, lifecycle process and PMO policies/procedures and customer-based enterprise services.

Software(s) used: ServiceNOW, ADP-HRIS, SAP-CRM, AWS, MS 2010/13/365, VeriFone, Remedy, Jira, Docker, Jenkins and Nike Relay PPM

Sanofi-Genzyme (TekSystems-W2 contract) Westborough, MA

Project Manager II Feb 2015 – Aug 2016

Successfully managed change & lifecycle process, status reporting, CRM enhancements to Sanofi PMO, utilizing the proprietary methodology “PUMA”. Additionally, planning multiple regional teams to improve production line (Cgmp drug) efficiencies.

PMO procedures and guidelines, PM project plans, PM status reports, stakeholder/risk registers (RAID analysis and centralizing CRM channels into organizational effectiveness.

Project Managed Capex & OpEx to lower costs facilitating construction, design & manufacturing of modular Biologics/Labs.

Managed CRM efforts decentralizing digital transformation, Genzyme customer data utilizing StayinFront (SiF) & Oracle CRM software

Project Managed across IT groups-Boston and Toronto SCADA/JIRA IT projects for the Sanofi/Pasteur & Genzyme

Key Achievements: Managed multiple global projects involving SCADA networking, DB/DR infrastructure and Bio-Medical to success.

Software(s) used: Various SAP modules, JIRA Confluence, Jenkins, Maven, Oracle CRM, Microsoft 2010-13, Excel, Power Point and MS InfoPath

UMass Memorial Healthcare (TekSystems-W2 contract) Worcester, MA

Sr. Project Manager Aug 2014 - Feb 2015

Directed PMO/UMMHC sponsored initiatives for Epic merger & acquisition of software applications, processes, resources, networking, hardware infrastructure and change management.

Managed project schedules, maintain capital/operational budgets, delivered bi-weekly status reports and contributed to the PMO, steering committees leveraging (i.e., milestones dashboards, interdependencies, obstacle removal and communication) new alignment (Current vs Future state)

Provided strategic & technical solutions involving Telecom (E-911) and network system “overhauls” (Avaya) for hospital and school.

Lead onsite “hands-on” inventory of Telecom patch panels located in various UMass buildings for hardware retrofit/upgrades.

Cultivated PMO objectives into project teams & stakeholders, managing implementations for: CRM, 911 Tele & Active Directory

Created complex Project Plans, stand-up meetings with vendors and team members, advocating PMO & customer needs performing analysis for PMO financials, mobility, clinical operations, facilities, construction and cloud services.

Key Achievements: Managed three healthcare projects involving: Forecasting/Baselining, Active Directory, Datacenter buildouts and Storage migration successfully. Building a highly CMMP ranked PMO producing robust (RCA sessions) “Root Cause Analysis” and IT implementations.

Software(s) used: JAVA, HP-NAS/SAN, VM Ware, EMC VNX, Extreme SDN, Oracle/Cloud, Microsoft 2010/13, ServiceNow, Remedy PPM

Verizon Professional Services (TekSystems-W2 contract) Northborough, MA

Sr. Project Manager Sept 2011– Aug 2014

Managed National Grid CNI initiatives to build (2) large datacenters, SOW/MoU documentation, multiple budgets,

Hardware Network/Infrastructure, Software Design/Implementation, API Integration (Ngrid & Verizon Ops) and operational strategies.

Created/Validated project scope, deliverables and Ngrid NERC CIP and Security (AMAG/Cyber Security).

Managed detailed Project Plans, hiring/termination “roll-offs” & mentoring and Project reporting.

Scheduled, coordinating and directed all resources and Managed third-party billing\vendors (i.e., ABB, Cisco, HP, IBM, Vz Ops, Wipro etc.) applicable to Hardware/Software Projects for completion within a Waterfall and Agile environment.

Monitored configurations for multiple data center applications, security upgrades and future enterprise data platform activity.

Implemented infrastructure projects centric around data center and enterprise application and security improvements.

Key Achievements: Managed network teams, upgraded datacenter buildouts, MDM, ETL into EDP, End-of-Life work managements systems and operations/Audits/service delivery successfully.

Software(s) used: Oracle11i/12, Microsoft 2010 Business Suite, Power Point, Excel, IDS, SAP-BW, PP, Clarity PPM and Solar Winds

EMC Corporation (TekSystems-W2 contract) Southborough, MA

Sr. Business & Managing Consultant Oct 2010 - Oct 2011

Project Managed complex business-to-IT (SaaS) integration projects involving Salesforce.com (SFDC) Knowledgebase (SFDC-initiation, planning, design, implementation, UAT & lessons learned) to “Go-Live” success.

Key contact for PM integration and external Salesforce teams (HP Autonomy, Oracle EBS, Mobile Dev Ops “MDM”) and internal Online Support/SaaS groups for the final deliverable (K-Base) EMC Knowledge base SFDC portal.

Project Managed stakeholder requirements sessions, backlog & aging, team sprints, cross-functional governance, project resources and software release management in an Agile Scrum environment.

Fostered IS experts to adapt best practices in design and contributed to detail documents for “Go-Live” (RFP & SLA’s)

Key Achievements: Managed, Analyzed and facilitate the 100% Agile (Scrum) global Salesforce (SFDC) implementation successfully.

Software(s) used: Version One (Agile Software), HP Autonomy, Oracle 11i,12 & EBS, Microsoft Enterprise 2010

National Grid Electric Company (Judge Group W2 contract) Worcester, MA.

Consulting Program Manager Mar 2007- Oct 2010

Administered technical data solutions within various steering committees, architecting legacy and enterprise systems for data governance, user defined testing, middleware/data marts and operational network & infrastructure logistics.

Developed various technical documents (scope, estimates, and MS Project plans) for Distribution Transmission, Emergency/Performance testing within Operations.

Created accurate assessments of current processes & infrastructure to C-Level, stake holders and Management.

Managed, design and assessments of Ngrid substations, underground field work and GIS.

Resolved technical data incidents by creating process improvement to individual business owner’s divisional engagements in operations, accounting and inventory management.

Managed business owner’s data repositories: inventories, SOW/Contracts, RFP’s, SOP’s, enhancing centralization of Customer Service, Finance, IT, GIS and Storm/ER Management.

Coordinated efforts of implementing Oracle data findings to operational process for new migration requirements.

Key Achievements: Developed operational designs and plans to consolidate (TBD) total business unit data for Customer Operations, Emergency Preparedness(readiness/awareness), GIS, Compliance, end-to-end Oracle database testing & IEC Standardization for operational excellence.

Software(s) used: Oracle, MS Office Professional, AutoCAD, Crystal Reports, HydroCAD, Informatica and proprietary WMS.

UGL/UNICCO, Inc. (FTE-Permanent) Auburndale, MA

IT Network Solutions Project Specialists Apr 2005-Mar 2007

Successfully integrated CMMS hardware/software Solutions (CORRIGO/Maximo) to business owners, trained internal Cost Engineering group and customized Crystal Reports (C+, JAVA, SQL) for internal/external client satisfaction.

Managed planning of third-party vendors, multiple internal departments for IT-to-Customer Service integration projects within WMSP (Work order Management System Programs)

Financial performed HCM configuration and performance management for UGL clients (database/Hyperion/self-service)

Hands on mentoring to Cost Engineering, Oracle Finance/Accounting, Field Engineers, Data Specialists, call canters Managers/Representative and vendors, implementing communications plan, knowledge base and DevOps programming.

Monitored individual vendor accounts for data quality, budgeting/cost and centralized data integrity.

Key Achievements: Managed IT & Data Solutions to various client’s: Applications, Networking, Space & Data Management (customized database links for Hyperion and PeopleSoft documentation created for Managers and employee reporting “FedEx employees”)

Software(s) Utilized: CMMS, ORACLE DB, Crystal Reports, PeopleSoft, Maximo 5.2, MS Office, MS Project, LT 2007, SAP-CRM and JD Edwards

Edwards & Kelsey Architects (1099 contract) South Boston, MA

A&E Consulting Project Manager Feb 2003- Feb 2005

Developed project plans (scope/charter/SLA's) saving clients $300K+ and collaborated

Business-to-IT needs providing a positive culture to all internal/external customers.

SME who managed BIM & CMMS (Maximo) SLA's, IT budgets, construction contracts and leveraging infrastructure

Designed - Managed engineering and construction projects for Transportation, Civil, Rail and public utilities (Boston & Tampa)

Managed firewall, security applications, writing technical documents (FRD's) and auditing servers

Coordinated network teams to run customized customer network applications utilizing MS Project (Scheduling/reporting)

Exercised PM methodologies (Waterfall) EAM projects to define stakeholder management applications

Developed reports & forecasting for: Rail, Electrical, continuous improvements to accommodate clients' ROI

Effectively communicated internal/external projects concurrently for scalability of networks and applications

Key Achievements: Managed IT & Data Solutions to various client’s: Applications, Networking, Space & Data Management

Software(s) used: Microsoft NT, Oracle, MS Project, File Pro, PeopleSoft, Primavera, JDE, AutoCAD, Crystal Reports, Informatica

Amgen, Inc (1099 contract/W2) West Greenwich, RI

Sr. Site/Project Specialist Jan 2001-Dec 2002

SME for IT Implementations, Construction/Capital planning & Life Science Civil design activities for ITIL library structured projects

Managed Construction Engineering, Capital Projects, Plant Management activities to mitigate site processes

Produced reporting (Crystal/MRO), AutoCAD plans, around “triple constraints” cost, time and quality of campus operations

Assisted IT Directors with ITIL infrastructure CMDB initiatives, Contracts and Compliance

Ensured the compliance of cGMP specifications, CAPA, CM-PM, CMMS, ISO and (FDA) codes/compliance.

Structured electronic documents for cGMP (210.211, 600 & 820) and UML diagrams

Documentation/Audit Management guidelines to various QMS Biotech/batch record process (21-CFR-803, ISO13485, ISO14971, 21-CFR Part II and 21-CFR 58) for manufacturing automation, regulatory and compliance

Managed databases (DBA), (SAP, PeopleSoft, JD Edwards and Sage CRE), business intelligence, supply chain management and cost management for large Capital projects

Key Achievements: Created (eCTD) standards, Project Managing and creating estimates for Site Engineering, Capital Projects, Environmental Health and Safety (EHS) and Lecia -Carlson GIS/GPS Survey of underground and Civil Construction.

Software(s) Utilized: IBM, MS Office/Project, Timberline, Lecia TS, Carlson Survey, Eagle Point, TCP/IP Networking, VB Script

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