Project Manager Customer Service

Lucy Wojdyla

**** ***** ******** ******, # ****, Chicago, IL 60616

************@*****.**** 773-***-****

PROFESSIONAL SUMMARY:

Experienced Project/Administrator/Manager- adaptable to any business environment, deliver efficient

service support and build excellent operational and technical efficiencies. I possess strong technical,

analytical, communication, and organizational skills with proven success in conflict resolution and handling time-sensitive issues. Excellent communication and negotiation skills. Highly skilled in organizational development, budgeting, scheduling, team coordination/leadership, resource allocation, managing staff, budget, and training, while ensuring exceptional customer service within a variety of different public-facing capacities.

PROFESSIONAL EXPERIENCE:

City of Chicago, Chicago, IL (2015-to current)

Project Administrator – Department of Water Management 2/2023 - current

IT & Telecom Project Administrator – Department of Aviation 12/2021-2/2023

Project Manager (CPD) – IS 11/1/2019 – 12/2021

IT Project Team eProcurement Project (Dept of Procurement Services) SAS Manager 2/2015-11/2019

Chicago Department of Water Management (DWM): Project Administrator

Managing large scale program or project of significant size and including scope in terms of budget, operations and/or staffing.

Work with current Contract Administrators to negotiate contract terms and monitors services provided by private contractors ensuring contract provisions meet program specifications.

Consults with staff and consultants to determine scope of services, budgets, and specifications for projects; established timelines and implements processes to track and monitor the progress of projects and the accomplishment of key objectives.

Coordinates and administers citywide initiatives, departmental programs, and special projects of a complex and technical nature, i.e. “Operation Clean”

Assisted in Managing large scale capital improvement projects (LSLR program) in addition to other technical and complex projects that will require the construction of new facilities and the rehabilitation / renovation of existing facilities.

Designated “SME” to executive level managers or functions as a technical specialist or expert level professional in a given profession, specific technical area or operational area.

Chicago Dept. of Aviation (CDA): IT Project Administrator

Project IT Administrator- implementation of facial recognition software at various gates as requested by Customs Border Patrol; Responsible for team budget ensuring the project is on time and within scope. Concurrently working on RFP for possible new DAS/WiFi providers for O'Hare and Midway Airports.

Procure necessary hardware/software as needed; utilize contract quotes or sole source – depending on tech issue. Review of current contracts with Legal, DPS, and other CDA executives.

Work with Senior staff on budgets.

Agile methodologies applied to all projects.

Ensure all technologies are functioning at the airport and assist operations with technical issues.

Weekly review with the Construction Operation Working Group (COWG)- reviewing construction updates of the gates/terminal/runways.

Ad-Hoc Projects as assigned – ensure Agile (&SDLC) is applied.

Route contracts through chain of command – ensuring all documents are correct and according to contract and law.

Chicago Police Department (CPD): Project Manager

Oversee multiple projects across all phases of development.

Agile Methodology and SDLC applied to all ongoing projects.

Develop scope and execute on internal issues as assigned.

Contract review of all technical vendors – only on current contracts. Assisted with developing scope on new contracts.

Worked on a consent decree with the Police Training Academy. Implemented new scheduling software.

Manage and direct overall project team activities and monitor progress, planning, and cross-organizational collaboration.

Prepared presentation materials to be shared with the workstream steering committee and executive sponsors, senior management, and other relevant stakeholders.

Direct cross-organizational program teams through the project lifecycle, development, and deployment.

Collaborate with project team members to ensure alignment with key cross-functional activities.

Integrate change management activities into the project plan.

Ongoing change management including user adoption – in collaboration with communications and training.

Utilization of Agile Methodology on all projects.

Department of Procurement Services (DPS):

Manager of Shared Administrative Support union staff of 7 – supporting the Department of Procurement Services; bi-annual evaluations, meet with union as required, ensure union protocol is adhered to. Onboarding of new staff members as needed. Provide training for new members. Train staff on e-Procurement protocols, including certification and compliance.

Ad-Hoc projects as assigned- applied Agile Methodology to all ongoing projects.

Trained staff on Procurements Contract types; how to review prior to submitting to law/ legal and comptroller approval.

Tasked with training new Procurement Specialists on RFPs, RFQs and RFIs and processing of contracts – flow.

Responsible for SAS Team procurement support. Implemented the new electronic procurement process. Reviewed all aspects of procurement from Contracts to RFPs, and RFQs with Specialists and created training aids.

Reading of Bids/Solicitations; e-Procurement workshop demonstrations for the public, user departments, and Commissioners – Prepared and presented eProcurement at Vendor fairs; including demo’s and Q&A sessions.

Review of all contracts prior to being sent to Legal and Comptroller.

Ensuring exceptional customer service within a variety of different public-facing capacities in my professional background; demonstrating superior written and verbal communication skills.

Conducted all training for User departments, SMEs, Vendors, and Procurement Specialists on e-Procurement

Developed and managed all communication of the new eProcurement process.

Conducted open classes during Vendor Fairs for first time users of eProcurement.

Advanced Resources, Chicago, IL

Asst Project Mgr/ Training Deployment– ERP, PeopleSoft

12/1/2014 –2/1/2015 (Contract Position)

Developed and managed the communication of the integrated project plan.

Keep Scope and timeline in check (SDLC), meeting minutes, action items resolution

Responsible for training Procurement team on new system – Train the Trainer sessions- Train Executive Stakeholders

PM Support ongoing HRIS – (PeopleSoft)– technical and training.

Create Training Manual for new SOPs; conduct Train the Trainer sessions

Support of IT-related issues – troubleshoot as needed – escalate

Conduct workshops and reviews

Disaster Recovery Documentation

Document Risk assessment and provide information to stakeholders

Work with integration and change leadership teams and other Project Team members

Ensure technologies are upgraded prior to training/upgrade if needed

Assist Project Manager with budgets, reports and monitor issues, update RICEW

Ensure materials and necessary technologies are in place to avoid delays, risks

Develop TTT sessions; ensure Training Readiness for Deployment for – go-live

Ad-hoc project tasks – for Project Team

Weekly stand-ups with training team – assess timeline and risks

LMS Administrator – training courses, reports

IT Associates, Chicago, IL

Associate Project Mgr / Deployment & Training Sr Coordinator – Epic Software System

05/2014 – 11/2014 (Contract Position)

Oversee the deployment readiness of new software Epic – to over 100+ locations in NA

Procured supplies and software through sourcing, RFPs and utilizing current contracts

Set up and trained on the basics of electronic Procurement

Managed staff of 4, ensuring deliverables were met.

Developed and delivered many presentations at Stakeholder’s meetings on the explanation of projects and current status.

Worked with PM to establish timelines and implemented processes to track and monitor the progress of projects and the accomplishment of key objectives.

Report on issues with sample testing, integration on, and materials not delivered according to timeline

Keep Scope and timeline in check (SDLC)

Keep cadence in check (vendor) according to timeline; ensure full participation of teams for weekly stand ups – update evaluates RACI – risk assessments

Install software and hardware – to get ready for integration of new systems

Manage asset lists; hardware and software licenses, update as needed

Assist Project Manager and Team; update timelines, review risks, and report on critical items

Create training job aids and work with offices requiring more training –customize training

Coordinate logistics for training and ship materials – ensure to raise awareness to mitigate risk

Work with integration and change leadership teams

Report on issues with sample testing, integration, and materials not delivered according to timeline

(LMS) Administrator; creating courses, training events, reports, and updates

Kraft Foods, Northfield, IL

HRIS Training Coordinator/Organizational Development Project Coordinator

01/2005 – 05/2014

K-University –supported the design, management, development, and delivery of communications interfacing with Corporate Communications

Managed training resources as required to promote change management effectiveness as the company was going through a divesture

Responsible for project coordination of the delivery and development of training initiatives for NA employees, including office locations and plant locations for NA. – ALL LOGISTICS

Procured all necessary materials and talent for new programs – reviewed all contracts with stakeholders

Integral part of Disaster Recovery/Risk Team

Maintained all software licenses, hardware assets, and contracts. Reviewed all purchase orders/ contracts with Stakeholders prior to procuring items. Maintain SharePoint site of all active Software licenses.

Integral Project Team member for Kraft University Website – ensure scope is in check, timeline met milestones

Assess risks to project and re-evaluate with team members at risk items – update links

Maintain Team sites (SharePoint)

Support the development and implementation of program assessment and evaluation tools to formally document and rank graduates from all development programs.

Responsible for production and shipping of training material to various locations within NA.

Create and analyze reports (SAP) to help identify trends and make recommendations on process improvements as appropriate.

Track training and responsible for all reporting (SAP)- support ongoing training projects

Partner with all levels in the organization and Stakeholders to conduct needs assessments – plant level to corporate level – results provided to Senior Director.

Responsible for setting up webinars to a geographically dispersed audience using “Lync” technology or GoToMeeting – for all BUs and plant locations.

Inventory management and control for all materials. Ad-hoc reporting – when needed

Project support development and implementation of training programs designed for high potential candidates in the Sales Organization – including asset distribution (laptops and software) as required – maintained list of assets.

Collaborated with internal clients and external vendors to design training participant guides, facilitator guides, and other learning aids for numerous training modules.

Create a training schedule for SAP Implementation at multiple Kraft plants - scheduled training and handled all logistics for all SAP implementation sessions.

Responsible for monitoring and communicating project status and recommending plan changes as appropriate.

Built strategic partnerships with HR staff and Production Coordinators to gain trust and cooperation during the SAP implementation.

Kelly Services @ Kraft Foods, Northfield, IL

12/2002 – 12/2004 (Contract Position)

E-Travel Tech Support

Developed training materials and job aids and assisted in the companywide roll-out of new E-Travel tool – identified gaps in training pertaining to the roll-out of new software -

Adhoc reporting – monthly and quarterly; ensure SLAs are met

Responsible for maintaining our software licenses and updating our hardware

Produced detail, summary, and policy travel trend reports for senior management

Assisted in password resets and troubleshooting all technical issues

Meeting and planning back up as needed

Vendor management – keep asset lists updated (hardware and software)

BTI Americas, Northbrook, IL

06/1996 – 03/2002

Operations Manager/Implementation Specialist (PM)

Successfully managed staff of 7 and 10 million dollar budget

Project Manager on the rollout of new accounts including gathering requirements for software and hardware – procuring needed licenses for new accounts

Managed staff of 5; provided quarterly feedback and yearly performance evaluations.

Responsible for maintaining allocation of equipment – maintained serial number database.

Worked closely with PMO on implementation of new accounts

Responsible for purchase of additional equipment as needed and maintaining information in the database with all asset tags.

Maintained all vendor contracts based on customer accounts.

Managed and co-directed a major and large-scale program/project in terms of budget, operations, and/or staffing

Developed and negotiated contract terms and services provided by consultants ensuring SLA’s were being met and achieved

Met quarterly with Senior Management for budget reviews and account status

Developed implementation training programs for new account start-up

Communicated Training Initiatives with prospective clients

Inventory control and management of systems(software and hardware) supplies – vendor management

Gap and needs assessments – office diagnostics, reporting

Staff recruitment, onboarding, performance evaluations, performance metrics

EDUCATION:

College of DuPage –1984 –Marketing (no degree) – Travel Marketing Certificate

University of Phoenix – 2008 – Bachelors of Science – Management Information Technology

Northwestern University – (2013-2014 ) Masters’ Program (no degree re-enrolling Winter 2023)

PMP Certification Bootcamp – Fall 2023 – PMP Certification TBD

Information Systems – Leadership, Business Continuity/Disaster Recovery, Database Administration, Network Security, Project Management, Change Management, Compliance and Certification.

SKILLS & PROFESSIONAL AFFILIATION:

ASTD Member, Toastmaster Member, Volunteered as an ESL Teacher – Polish Association

Proficient in Word, Excel, PowerPoint, Word, SharePoint, Outlook

Oracle – eProcurement – FMPS – e-Business Suite

Knowledge of GDS systems – SABRE and APOLLO

Agile Methodology

Conflict Resolution/Change Management (PROSCI Certified)

Flexible and adaptable; able to work in ambiguous situations.

Ability to maintain strong relationships;

SAP, Oracle, Concur, IBX – Procurement process, Success Factors Development Tool

Certificate – Information Mapping

Knowledge of Articulate e-learning tool

Speak conversational Polish

*References and Professional Portfolio available upon request

Contact this candidate