Project Manager

Monica Washington

Frisco, Texas 972-***-**** *****************@*****.*** www.linkedin.com/in/monicawashington9

PROJECT MANAGER OPERATIONS MANAGER IMPLEMENTATION MANAGER

Proven leader and results-driven Senior Project Manager with a robust background in Business Operations and Technology and extensive experience managing complex IT projects, leading cross-functional teams, people manager (direct and indirect) and driving organizational goals and process improvement initiatives. Familiar with SaaS, IaaS, and PaaS models, delivering small to large scale projects and implementations on time and under budget, while aligning solutions with business goals. Strong in IT Service Management.

AREAS OF EXPERTISE

•Project Management: MS Project Jira Smartsheet Confluence CAPPM Scope Schedule Cost Risk Mitigation

•IT Service Management: ServiceNow Implementation ITIL Framework Change & Incident Management Service Delivery KPI Development & Monitoring

•Operations Management: Product Ownership Continuous Improvement Wireless Billing & POS System Implementation and Oversight Operational Strategy Alignment

•Financial Management: Budget Forecasting Cost Tracking Risk Mitigation

•Automation & Optimization: Robotic Process Automation (RPA) Middleware Integration API

•Team Leadership: Team Supervision Global Collaboration Mentorship

HIGH-LEVEL KEY ACHIEVEMENTS

•Delivered projects exceeding $1M budgets using Agile, Waterfall, and Hybrid methodologies, achieving 20% reduced timelines and 10% cost savings.

•Implemented enterprise-wide ServiceNow platforms and ITIL frameworks, improving workflows and reducing incident resolution times.

•Led project that drove 100% reduction for 25 manual processes by implementing automated workflows using RPA (Robotics Process Automation).

•Reduced incident ticket volume by 9% by driving continuous improvement strategies to identify redundancy and deploying permanent solutions.

•People Manager led teams of 10+ direct reports, mentoring, supervising, and driving high performance initiatives.

•Certified PMP, DASM, and ITILv3 including Intermediate with knowledge of key tools e.g. MS Project, Jira, Smartsheet, and MS Teams. Recognized for technical acumen, risk mitigation, and ability to manage multiple projects simultaneously. Willing to travel up to 25%.

PROFESSIONAL EXPERIENCE

Mary Kay, Addison, TX January 2015 – December 2024

Project Manager IST Supply Chain Systems

Led and delivered global IT projects within Supply Chain systems, managing budgets ranging from $1M+ driving end-to-end project implementations to meet strategic business objectives.

•Spearheaded various projects including legacy-to-cloud migrations (AWS, Oracle), system upgrades, maintenance packages, feature enhancements, full system implementations, and high-visibility initiatives, familiar with SaaS, IaaS, and PaaS models.

•Developed project plans across project lifecycle e.g.: Project Charters, Scope, Project Plans, Risk Plans, Resource Allocation Plans, Budget Plans, COMM Plans, full Implementation and Cutover Plans.

•Led multiple test cycles, including DEV, Configuration (CFG), System Integration Testing (SIT), User Acceptance Testing (UAT), and Business UAT (BUAT), determining the best approach to ensure deliverables met quality standards and business requirements.

•Managed the Software Development Life Cycle (SDLC) from requirements gathering, design, testing, and deployment delivering quality solutions on time within scope.

•Deep understanding of the code promotion process, from DEV to CFG, Test, Sandbox, Staging, and PROD environments, minimizing risks during releases.

•Familiar with middleware integrations, API, and RPA features to streamline data exchange.

•Familiar with reporting application tools e.g. Tableau, BI Publisher, and Cognos.

•Applied the effective project methodologies—Waterfall, Scrum, and Hybrid—to optimize project delivery based on business needs and workflows.

•Facilitated scrum ceremonies for smaller initiatives (sprint planning, daily stand-ups, retrospectives) and utilized Jira for team collaboration and issue tracking to get to market fast.

•Executed waterfall methodology for large scale projects through project lifecycle to production.

•Managed budgets, overseeing project forecasting, tracking, and reporting.

•Delivered VP-level presentation to Steering Committee to drive leadership decisions and advise on project progression with focus on the triple constraint scope, schedule, and cost.

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•Managed projects across the following Supply Chian Systems E.g. Agile PLM, JD Edwards ERP, Warehouse Management (WMS), Laboratory Management Systems (LIMS), PeopleSoft, Kallik, Payment Migrations from Wells Fargo to Citibank and Zelle Payments.

Key Skills: Project Management Risk Mitigation Financial Management MS Project Jira Smartsheet Confluence similar to Smartsheet Global Collaboration Strategic Thinker Implementation Planning Production Deployments Change Control

Southwest Airlines, Dallas, TX (Contract) March 2014 – January 2015

Project Manager

Supported the Technical Service Desk in a Project Manager Contract role during the transition from Remedy to Service Now.

•Drove implementation of ServiceNow for Service Desk workstream, improving service efficiency and standardizing workflows supporting ITIL framework.

•Created and executed project plans, gap analysis, risk matrix, and communication plans.

•Developed executive-level reports to track project performance and communicate progress with stakeholders.

Key Skills: ITSM Transformation ServiceNow Implementation Financial Forecasting Risk Management

MetroPCS, Richardson, TX January 2013 – February 2014

Director IT Application Delivery & Operations

Promoted to director and partner with the VP to lead the IT Application Delivery, Service Desk, and ITSM Technology Operations Teams. Optimized IT governance policies to streamline incident, change, and problem management processes.

•Collaborated with Project Managers on large-scale solutions, leading requirements gathering, testing, and UAT deployments.

•Managed team of 10 FTEs responsible for the day-to-day operations and projects surrounding Application Support and Delivery.

Key Skills: Service Delivery Management Relationship Building Project Plans Teamwork Stakeholder Engagement Training Material Communication Business Requirements Multi-disciplinary Teams Timelines Budgeting Problem Solving Risk Appetite Implementation Plans Analytical Skills Building Trust

MetroPCS, Richardson, TX July 2009 – January 2013

Manager IT Application Delivery & Operations

People and Process Manager for IT Service Desk, Change & Release Management, and Configuration teams (10 FTEs), improving service management operational efficiency.

•Championed the implementation and migration from Remedy CRM to ServiceNow, designing ITIL-aligned processes to streamline operations.

•Designed the Incident, Problem, and Change Management processes including introducing SLA, OLA, and metric reporting to measure performance.

•Collaborated on the design of Service Now intake forms and workflows for the Incident, Problem, Change Management and Service catalog to improve service delivery.

•Served as Governance manager for ITSM processes, ensuring compliance, implementing risk mitigation strategies working with internal and external auditors.

•Served as FTEs Manager leading 1:1, yearly performance reviews, and providing guidance and insight on operational items, as well as accountable allocation of merit and bonus pools.

•Acted as Vendor Manager to 5 external vendors ensuring relationships, organization alignment, and quarterly business review initiatives.

•Partnered with project team to facilitate UAT testing and production deployments, ensuring system integrity, production readiness, and minimizing risk.

Key Skills: Change & Release Management UAT Leadership ServiceNow Deployment MS Project SLA/OLA Metrics Fishbone Diagram Five Whys Continuous Improvement Incident Management IT Operations Service Management

MetroPCS, Richardson, TX July 2009 - January 2013

Manager Training Operations

Supported operational training programs across the enterprise, collaborating with third-party vendors such as Telvista and iQor to enhance customer service operations for MetroPCS’s customer base.

•Partnered with internal Training and Operations Managers across 12 regions to design and implement training programs tailored to the needs of MetroPCS retail stores, ensuring alignment with company objectives and operational excellence.

•Developed and provided training documentation and materials to third-party vendors, equipping their teams to deliver consistent, high-quality customer support.

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•Traveled to offshore vendor to participate in Executive Steering Committee Meetings, presenting and aligning vendor strategies with MetroPCS’s operational goals.

ADDITIONAL RELEVANT EXPERIENCE

MetroPCS, Richardson, TX

Manager IT Billing Operations (Start-up)

H.O. Software (Verisign), Savannah, GA

Trainer and Implementation Specialist

Palmer Wireless (Cellular One), Savannah, GA

Wireless Training Specialist

EDUCATION

Master's Degree in Project Management

Keller Graduate School of Management

Bachelor’s Degree in Technical Management

DeVry University

PROFESSIONAL DEVELOPMENT AND CERTIFICATIONS

PMP DASM ITIL (v3 Foundation, Intermediate)

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