Program Management Customer Service

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GINA ACKER

Bloomington, MN ***** I 763-***-**** I **********@*****.***

Professional Summary

Highly motivated professional with extensive project and program management, operations, and consulting experience, in a wide range of industries. Clients have included large organizations in government, foreign intelligence, financials, energy, technology, hospitality, gaming, and insurance. My extensive background allows me the ability to build strong relationships based on trust that is developed by delivering value-added results in challenging situations. Work History

Lead Implementation Project Manager Jan 2022 – July 2024 Becton Dickinson Minneapolis, Minnesota

• Supervised a team of employees (Clinical Consultants, Analysts, Technical Consultants, Server Engineers, and Integration Engineers) performing work to support project management activities.

• Experience implementing electronic health record systems (Epic, Cerner, Meditech)

• Functional and technical knowledge of supply chain planning and manufacturing concepts

• Provides administrative and technical supervision necessary for accomplishing the work.

• Coordinates and integrates the planning, programming, development, oversight, scheduling, and overall management of resources for major multi-phase projects.

• Directs and manages significant elements or phases of projects related to major organizational functions, programs, or operations.

• Plans, guides, coordinates, and manages the work of subordinate, secondary, and/or matrixed resources. Plans, manages, and directs varied and complex projects in conjunction with multiple project teams with precedent- setting results.

• Creation and use of project plans for assigned projects, which include clear milestones and assignment of project task responsibilities.

• Monitors project activities and resources to mitigate risk. Makes improvements, solves problems, or takes corrective action when problems arise.

• Conducts management surveys and audits, ensuring that management policies, practices, and procedures are consistent with the strategic goals and objectives.

• Serves as the Subject Matter Expert in project management processes, Agile Design, Host Conversion, tools, and techniques.

• Managing customer expectations of product and services

• Providing leadership and direction for customers and BD project team (System Engineers, Integration Engineers, Analysts, Technical Consultants, Consultants)

• Demonstrate effective communication skills, verbal and written, with customers, project teams and leadership.

• Demonstrate ability of leading project teams and act as an effective team leader for all matrixed staff

• Accurately forecasting current and future quarter revenue for each assigned project

• Use of all governance tools (scope document, project status reports, risk and change logs, tollgates, etc.), 2

for all assigned projects, to effectively manage all projects.

• Subject Matter Expert in Workday, SAP, Salesforce, Smartsheet, Microsoft Office Suite, Office Timeline

• Knowledge of the different project methodologies (Waterfall, Agile and Hybrid)

• Mentor/Coach New Hire PMs

Program & Project Manager II/Senior Consultant Aug 2017 – Dec 2021 Wolters Kluwer Tax & Accounting - TeamMate Minneapolis, Minnesota

• Experienced in creating, implementing, and managing project deliverables and governance

(requirement/scoping, project plan, meeting facilitation, risk/issue identification and mitigation) for advancing corporate, commercial, government and public sector auditors

• Lead projects where new software, hardware, or technical systems are implemented

• Experience in leading process improvement projects with a proven record of increasing operational efficiency including change impact analysis, subsequent training & communication strategies

• Assess project issues and identify solutions to ensure project is delivered on time and within budget while meeting client and regulatory requirements

• Exceptional at building relationships, creating, and delivering presentations with peers and senior stakeholders and collaborating with cross-functional teams across multiple locations

• Communicate process, policy & product concepts effectively to other strategic Program Managers, Leadership, business & cross-functional partners

• Track record independently and delivering results, embracing ambiguity, demonstrating creativity, being detail- oriented, and delivering results in a highly organized manner

• Maintains required technical/professional knowledge; keeps abreast of current developments and trends in area of expertise, including Teammate product enhancements.

• Knowledge of the different project methodologies (Waterfall, Agile and Hybrid)

• Subject Matter Expert in Workday, Salesforce, Smartsheet, Microsoft Office Suite, Microsoft Project, Visio

• Train/Mentor New Employees

Project Manager/Senior Consultant

Active Network/ Maximum Solutions

Jan 2017 - Aug 2017

Minneapolis, Minnesota

• Lead projects where new software, hardware, or technical systems are implemented

• Manage a team of implementation specialists and ensure all client's needs are met throughout the implementation process

• Assure smooth transition of client implementations from training services to full time support services for larger scale Public, Private and Commercial Ice Arenas including several NHL teams

• Schedule, organize, coordinate, and conduct all training sessions (virtual and onsite in United States and Canada)

• Help clients achieve learning objectives and meet timelines by creating training that aligns with their business needs

• Prepare pre and post training documentation for clients to ensure a successful engagement

• Communicate client status, concerns, and issues to support services and management as needed.

• Perform project/program management activities, such as monitoring successful achievements of project goals

• Create artifacts or deliverables that effectively summarize findings, support fact-based recommendations, and provide appropriate detail substantiate conclusions

• Build trusting relationships with stakeholders, leading with influence to drive change

• Other duties include software testing, creating marketing/support materials, providing software support, delegate responsibilities to team members when needed, providing management and coaching

• Train/Mentor new employees

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• Subject Matter Expert in Workday, Salesforce, Smartsheet, Microsoft Office Suite Project Manager/Senior Consultant Jul 2012 - Jan 2017 Maximum Solutions Edina, Minnesota

• Assure smooth transition of client implementations from training services to full time support services For Public, Private and Commercial Ice Arena including several NHL arenas

• Schedule, organize, coordinate, and conduct all training sessions (virtual and onsite in United States and Canada)

• Help clients achieve learning objectives and meet timelines by creating training that aligns with their business needs

• Communicate client status, concerns, and issues to support services and management as needed

• Perform project/program management activities, such as monitoring successful achievements of project goals

• Create artifacts or deliverables that effectively summarize findings, support fact-based recommendations, and provide appropriate detail substantiate conclusions

• Other duties include software testing, creating marketing/support materials, providing software support, delegate responsibilities to team members when needed, providing management and coaching

• Train/Mentor new employees

• Subject Matter Expert in Workday, Salesforce, Smartsheet, Microsoft Office Suite Skills

• Project Management Methodology, Team Management, Time Management, Project Planning, HIT, Teams, EMR, Smartsheet, Microsoft Project, Visio, Microsoft Office Suite, SAP, Customer Service, Budget, Conflict, Workday, EMR, Migration to and Database & Change Management, Cloud Migration Education

Interstate Business College March 1997

Associate of Applied Science Degree

o Honor Roll (3.6 GPA)

Certificate of Completion for Agile Auditing April 2019 Awards January 2019

Wolters Kluwer Most Valuable Player Award

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