Project Manager

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Michelle Preddice

Customer Success Practice, Technical Project Manager

linkedin.com/in/michellepreddice 919-***-**** **********@*****.*** I've held a variety of data, business, strategy, project management and consulting roles in my 25+ years of work experience. These have spanned across healthcare, finance and software industries as well as entrepreneurship.

199*-****-**** 2020-present

Education:

Bachelor’s Degree, Health Services Management, SUNY Polytechnic Institute: 1997 Associate Degree, Marketing/Marketing Management, Russell Sage College: 1995 Certifications:

Certified Customer Success Manager, Level 1, SuccessCOACHING: 2022 2 P a g e

Professional Objective

I have a tremendous amount of enthusiasm for customers and their business outcomes. I lead, guide and track client-driven, technical solution-focused projects from start to finish, to deliver customer results within scope, on time and as budgeted. Career Experiences Summary

Red Hat

In my current Technical Project Management role within our Consulting organization / Customer Success Practice, I have managed 10 separate consulting engagements involving several Red Hat products; including OpenShift, Ansible and others. This has resulted in nearly $1 million of realized revenue and an 85% customer success rate (meaning; intended outcomes have been achieved).

As a Business Strategy Consultant for the Product and Technology team, I facilitated agendas, content, and performance measures for our quarterly business reviews. Prior to this, I focused on a large enterprise-level marketing program with corporate cross-functional teams (Finance, Business Units/Product Marketing, Corporate Marketing) to address our increasing challenge and frustration of unclear marketing investments and expenditures. We assessed current state processes and systems, uncovered root causes, identified solutions and implemented. This included an overhaul of Oracle financial chart of accounts and configuration/roll-out/training of Allocadia software-as-a-service to manage and plan investments across all product Business Units and Corporate Marketing functions. The outcomes enabled cost transparency and streamlined annual investment planning to equip our stakeholders, decision-makers, and cost center owners with critical information to plan multi-million fiscal year operational and capital investments. While working on the IT PMO team, there were 3 areas of focus and achievements. When I initially joined the team, the IT department needs involved gaining visibility to IT annual expenditures, including project costs (operational & capital), and collaborating with our Finance team on future year annual investment planning. Secondly, there was a need to prioritize investments at a time when there were many competing business needs; convert those requirements into programs and projects including business case creation, program/project scope, resource allocation, planning and execution. Thirdly, there was a desire to maximize team collaboration and deliver results frequently. These focus areas resulted in the introduction and roll-out of a Portfolio Project Management set of processes & system as well as Agile Scrum Framework across the IT organization.

Code Ninjas, Franchisee Owner

In a little over two years, started, operated and sold a franchisee unit. I hired and coached a staff of 15, generated $500k in revenue, built a customer base of 250+ and maintained a healthy customer retention rate average of 90%. Fidelity Investments

As a member of both the Data Consulting and Implementation teams, my focus centered around customer projects and client experiences. I researched data by querying multiple complex data sources, proposed solutions to data errors and implemented correction strategies for our customers. I clearly communicated and documented activities, changes and quality assurance measures then developed reports for client presentations and reviews. On the implementation side, I managed customer relationships, expectations, and results from project inception through execution & completion. Kaiser Permanente

My contributions to the Data Management Team included; data analysis on various geographical market segments, age cohorts and utilization trends. I created and maintained complex healthcare data sets to generate recurring reports for Senior Management. While on the Claims Shared Services Team, I supported the configuration and implementation of an automated testing application.

3 P a g e

Career Experiences Detail

Red Hat, Customer Success Practice, Consulting Technical Project Manager

[2022-current]

• In my current Technical Project Management role within our Consulting organization / Customer Success Practice, I have managed 10 separate consulting engagements involving several Red Hat products; including OpenShift & Ansible. This has resulted in ~$750k of realized revenue and an 85% customer success rate (meaning; intended outcomes have been achieved).

• Within the consulting organization, a Territory Services Manager (TSM) sells consulting services in collaboration with the designated Account Team. Once an official customer agreement is in place, a project brief is created, resources are allocated and a Project Manager is engaged to deliver the statement of work.

• As a Project Manager, I manage scope, project timelines, costs, and overall customer delivery. Although we have internal tools, such as; Miro & Trello to manage projects, oftentimes we utilize Jira within the customer’s ecosystem.

• This is a very fast-paced, revenue driven organization where internal collaboration is critical. The duration of engagements ranges from 3 weeks to 3 months. I have successfully collaborated with (5) Territory Service Managers,

(~15) Account Team Members (~20) Architects, Consultants, Solution Architects, Black Belts plus each Customer project team (10) and their set of stakeholders. Additionally, we have a regional back-office/operations group of (5) who manage process and systems and many other internal stakeholders within the consulting organization we provide visibility to. Red Hat, Product & Technologies Operations, Customer Success Business Strategy Consultant [2020-2022]

• As part of Red Hat's Products & Technology organization, our team focused on a variety of strategy, planning and performance management initiatives with an intentional focus on our business investments and performance of.

• My primary focus in this role was to coordinate with leaders on quarterly business reviews (agenda, content, workshops), always broadening viewpoints and conversations to cover the breadth of the business. Code Ninjas, Franchise Owner [2017-2020]

• Joined a new franchise system, Code Ninjas, which introduced students to STEM concepts of problem-solving, logic, creative thinking, and coding through game development.

• Developed a cohesive business plan which included financial plans, marketing strategy, location selection & build-out, sales targets, hiring/staffing/training plans, and operational guidelines.

• Implemented a detailed marketing plan to educate and raise awareness in the marketplace.

• Networked with our community schools (public/charter/private), town, chamber of commerce and others to host events and drive traffic to our Dojo.

• Hired, trained, and managed a staff of 15; Code Sensei’s and Center Directors.

• Within the Dojo, led the team and members to create a community of learning & belonging.

• Collaborated with other franchise owners & the franchisor/corporate team to develop operational and educational content and delivery improvements.

• Evaluated CRM systems, selected the appropriate tool based on business requirements and budget limitations then implemented HubSpot. This allowed us to grow our pipeline and manage operations with digital capabilities.

• Managed budget and forecast utilizing QuickBooks.

• Received top franchisee performance award two consecutive years. 4 P a g e

Red Hat, Product & Technologies Operations Business Strategy Consultant

[2013-2017]

• I worked on an internal, cross-functional team primarily consisting of Finance, Business Units/Product Marketing and Corporate Marketing to uncover process and system challenges related to managing a shared corporate multi-million dollar marketing budget.

• This required extensive discovery sessions with all teams to understand current state and highlight areas of improvements.

• We collectively built a business case capturing the relevant problem statement & recommendations for next steps which was presented to leadership teams for path forward decisioning.

• In the next phase, we explored and evaluated software solutions positioned in the marketplace per Gartner’s Magic Quadrant.

• We developed a roadmap including future state, cost, schedule, internal systems impacted, proposed new processes and system, resource plan and milestones. This was reviewed and approved by leadership teams.

• The next phase involved a proof of concept and subsequent implementation of Allocadia software-as-a-service to manage and plan investments across all product Business Units and Corporate Marketing functions. It also included significant changes to our Oracle financial systems; chart of accounts, approval process, reporting and additional fields to leverage Allocadia capabilities.

• Following the implementation, we scheduled pods of training and a full production roll-out.

• The outcomes enabled cost transparency and streamlined annual investment planning as well as monthly forecasting to equip our stakeholders, decision-makers and cost center owners with information.

• The program became a part of normal business operations. Red Hat, IT PMO Project Manager [2008-2013]

• Evaluated & Implemented Project & Portfolio Management (PPM) software for usage within the organization's IT department. This included driving user requirements, scheduling product demos, estimating project and on-going costs, evaluating pros/cons and providing recommendations to Senior Management, which enabled a final decision on vendor choice.

• Engaged with the software vendor's Client Implementation Team & IT PMO leader to configure and roll out PowerSteering Software (SaaS) to production for IT organization usage.

• Implemented & trained IT team on PowerSteering Software.

• Collaborated with Management Team on generating value added metrics/dashboards within PowerSteering software to support their decision-making processes; this included reporting and analysis related to project and program management, i.e., financial & status reporting, business case prioritization, resource utilization & project schedules.

• Introduced project management policies and procedures to a department of 10 team members, who previously self- managed projects. Provided day-to-day management of tasks, coordination of resources and team deliverables, prioritization of work and risk mitigation. Communicated project status and scope to IT Management and Stakeholders.

• Our PMO team introduced & trained Agile Scrum as our standard delivery framework to manage IT programs and projects. This provided our internal stakeholders (across all departments) full transparency as we iterated through systems development / solutions to drive outcomes to effectively run the business. A few examples include: o In this Scrum Master role, I worked closely with our Enterprise Data Warehouse teams on both ETL and data reporting initiatives to deliver executive level dashboards to our Finance business partners. This provided them with much needed data and analytics to plan, budget and forecast utilizing source data from Oracle Financials/Hyperion.

o Within a large-scale transformation program named Routes to Market, I worked as a Scrum Master for a project within the program to deliver major system improvements to our Sales business partners. This required changes to our Salesforce configuration, website and other internal systems across the organization to provide new product SKU’s.

5 P a g e

• As a Scrum Master, I held product backlog sessions, sprint planning, daily stand-ups, reviews and retrospectives with product owners and technical teams. Our weekly status reports included summaries and burn down charts. I built trusted relationships with all team members, assisted with removing blockers, managed scope & escalations while leveraging my strong communication skills to keep stakeholders informed along the way. Fidelity Investments, Defined Benefits, Consulting Data Analyst [2007-2008]

• Research data errors pertaining to Client’s Employee Benefit information by querying multiple, complex databases.

• Develop and Propose solutions to data errors.

• Adhere to production timelines and processes to schedule corrections.

• Implement data correction strategies.

• Clearly document correction strategies, approvals, and quality assurance measures.

• Prepare data quality reports for Client presentations and review. Kaiser Permanente, Claims Shared Services Organization Lead Testing/Data Solutions Analyst [2002-2006]

• Provided consultation in relation to Data Mapping, In-house Tools and System Configuration.

• Configured and Tested Core Claims Application (Diamond), including major Data Analysis efforts.

• Lead Data Migration efforts; prepared and maintained Requirements, created Data Conversion Maps, Tested and Executed automated WinRunner Scripts, Tracked & Communicated Results.

• Coordinated End-to-End Testing for Claims System releases.

• Implemented TestDirector standards and Supported Test Team.

• Created and Maintained System Test Status/Defect Tracking Reports, distributed to Management for weekly review. Fidelity Investments, Health & Welfare Defined Contributions [2000-2002] Call Center Systems Analyst

• Analyzed, designed and tested enhancements for Fidelity’s 401(k) Voice Recognition System (VRS). Initiatives included Natural Language and Touch Tone Applications (Full Project Life Cycle: Business\Systems Requirements, Testing, and Implementation).

• Created Regression Test Suite in Microsoft Access. This effort included extensive data analysis to develop specific test cases.

• Coordinated monthly Regression & Install VRS Testing. Analyzed and resolved system issues related to test results.

• Defined and documented VRS Call Data Reports per business requirements. Managed the implementation of reports from development to production.

• Analyzed and manipulated VRS call data to produce adhoc statistics utilizing SQL Server.

• Created and updated Visio Call Flows.

• Enhanced automated test tool application, which consisted of a GUI (Visual Basic) front end, Database (SQL Server) back end and Hammer IT telephony feature. This application places automated test calls to the VRS, verifies call flow and data, determines pass/fail status and logs results. This application eliminates the need for manual testers during Regression and Install testing.

Client Implementation Analyst

• Collected client Health & Welfare plan requirements and processing rules from beginning to end of Project Life Cycle.

• Developed business, technical, conversion and data map specifications to implement client onto Fidelity Employer Services Company Health & Welfare Systems.

• Translated client/vendor requirements for development team members when additional specificity was required. 6 P a g e

• Developed test populations/scenarios to execute QA testing.

• Analyzed and resolved system and reporting issues with client/vendors. Kaiser Permanente, Data Management Analyst [1997-2000] Lead Data Analyst

• Developed Cognos Impromptu SQL queries to extract data from Sybase.

• Created and maintained complex Microsoft Access databases to generate on-going Production Reports.

• Gathered, analyzed and distributed healthcare statistics to the Senior Management team.

• Partnered with development team members to execute special projects.

• Trained associates on reporting tools and business processes.

• Completed RFP’s (Request for Proposals) submitted by employer groups and state agencies.

• Ensured data integrity by performing quality checks on claim, referral, and enrollment data extractions.

• Documentation and report re-design conducted as needed. Data Analyst

• Utilizing healthcare data, devised Reports which calculated: days/000, admits/000, visits/000, alos, pmpm, cost/enc, and enc/pmpy in both Microsoft Access and Excel.

• Created automated Trend and Cost-Use Reports which merged data from two systems (IDX and Comtec) using Queries, Tables, Reports and Macros in Microsoft Access.

• Ran IDX Enrollment Analysis to report month and year-to-date membership.

• Wrote Cognos Impromptu SQL queries and created IDX Report Generators to fulfill monthly, quarterly, and ad hoc requests.

• Researched claims, referrals, and medical record numbers through IDX HMO Inquiry. Intern

• Prepared a Market Penetration Report which depicted the organization’s enrolled percentage of the market by county and product line.

• Implemented a new process to calculate the New York State Health Care Reform Act (HCRA) monthly payment. This procedure was utilized until the automated specification was written and approved by the Development team.

• Worked on other various projects throughout several departments to obtain a general overview of the entire Health Maintenance Organization.

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