Deborah Gray-Thomas, PMP

Dacula, GA 678-***-**** adxp6x@r.postjobfree.com www.linkedin.com/in/deborahgray2

PROFESSIONAL SUMMARY

Experienced IT Specialist and certified Project Management Professional (PMP) with extensive skills in implementations, deployments, service delivery and project lifecycle management. Ability to build, develop and lead high-performing teams to create innovative client solutions and provide optimal results while working in cross-functional teams across multiple time zones. Skilled in navigating organizational challenges to work towards business improvements, resulting in favorable outcomes utilizing creative problem-solving, analytical mindset and collaborative spirit. Seeking a new opportunity to leverage my wealth of knowledge, experience and skills in both technical service delivery and project management in order to make a positive business impact in a new capacity.

Project, Program & Account Management SCRUM Certified Quality Assurance Compliance

Implementation Lifecycle CRM Change Management Customer Consultation Budgeting Resource Allocation

Service Delivery Management Software Solutions Client & Server Systems SFA Applications SDLC SaaS CRF11 Computer Systems Validation

PROJECT MANAGEMENT & SERVICE DELIVERY EXPERIENCE

Service Delivery Manager, Client Services, Hexaware, Duluth GA 2022 – Present

Serve as team’s primary PMP and oversee several projects simultaneously with internal/external clients as company moves towards agile methodology

Lead multi-million-dollar project over last 9 months which was delivered on-time and within budget during global pandemic; responsible for all project-related tasks including meetings, scheduling, budgeting, risk management, resource management and change control

Identify priorities with client and document/communicate to appropriate internal business units

Ensure consistent and timely reporting; monitor metrics/surveys measuring results and consolidating feedback

Facilitate modification of service delivery plans as client priorities change, documenting changes and managing client expectations regarding ongoing service; communicate negotiated changes in cost/scope

Service Delivery Manager, Client Services, IQVIA, Duluth GA 2019 – 2021

Serve as team’s primary PMP and oversee several projects simultaneously with internal/external clients as company moves towards agile methodology

Lead multi-million-dollar project over last 9 months which was delivered on-time and within budget during global pandemic; responsible for all project-related tasks including meetings, scheduling, budgeting, risk management, resource management and change control

Identify priorities with client and document/communicate to appropriate internal business units

Ensure consistent and timely reporting; monitor metrics/surveys measuring results and consolidating feedback

Facilitate modification of service delivery plans as client priorities change, documenting changes and managing client expectations regarding ongoing service; communicate negotiated changes in cost/scope

Support Services Project Manager, IQVIA, Duluth, GA 2014 – 2019

Served as Project Manager and primary point of contact for Hardware services and all project-related activities

Senior Account Manager, Client Services, SYNERGISTIX, INC., Sunrise, FL 2013 – 2014

Served as primary Project Manager for new implementations/deployments; generated reports using SQL; responsible for meeting/exceeding SLA’s; conducted client training including “Train the Trainer” sessions

Program Manager, Client Services, CEGEDIM, INC., Duluth, GA 2007 – 2012

Oversaw all aspects of project lifecycle including initiation, planning, execution and closure; communicated client intentions and plans for technical operations; responsible for resource planning, client involvement, plan implementation, negotiated changes, issue resolution, progress reporting, and managing client expectations

Facilitated development and implementation of product/service/program deployment strategies

Customized processes and procedures to accommodate individual client needs

Refined client-specific customer satisfaction requirements and measures to assess business impact and service satisfaction; monitored metrics/surveys and ensured consistent and timely reporting

Received Cegedim Legendary Service Award in 2009 based on performance and customer service

Validation Consultant, Computer System Validation Services, CEGEDIM, INC., Duluth, GA 2006 – 2007

Account Manager, Client Services, CEGEDIM, INC., Duluth, GA 2003 – 2006

EDUCATION

Bachelor of Arts, Business Administration, Temple University, Philadelphia, PA

PROFESSIONAL DEVELOPMENT

Certifications: ISO 9001:2000 Quality Auditor PMP & Certified Associate Project Management SCRUM Master

Trainings: SCRUM Master Certification for Tech Lean Six Sigma Foundations Agile Project Leadership Leadership Foundations Project Management: Iterative Methods.

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