Customer Service Project Manager

Summary of Qualifications:

Over **+ years as Project Management professional consistently working efficiently to achieve business goals using good judgment. Continuously working towards individual and team goals. Progressively responsible administrative and supervisory experience within a variety of industries and Fortune 500 companies (Arizona State Government, IBM, Intel, Marriott, Honeywell, Wells Fargo. Accountable initiative-taker; meticulous; creative troubleshooter. Proficient detailed oriented analytical skills, computer skills, customer service, analytical, organizational and communication skills. Leadership team interaction and time management. Developed AD-HOC tools to achieve goal driven results. Proficient computer, customer service, analytical, organizational & communication skills.

Experienced PMO Project Manager for financial institution keeping confidentiality and protecting proprietary documentation and TPM Methodology and compliance: Change management, Business & Risk Analysis; Resource Management; Monitor & Control of cost & schedule integration, and forecasting. Documentation of financial processes, policies, and procedures. Cost Accounting systems financial functions, budgeting, auditing, forecasting, and analysis.

Experienced in cost accounting processes and financial disbursement & reconciliation for vendor and payroll management. Proficient with Microsoft 365, including Excel, Word, PowerPoint, (STAMP; SAP, MPM). Tools & Teams: One Note; Atlassian, Jira, Confluence, MS Teams, Planview, Primavera Smart Sheet, HRIS Analyst, HCM Workday Analyst and Visio.

Proficient Sr. PP&C Analyst for Defense & Space using Earned Value Management (EVMS) and cost performance reporting processes and tools. Interfaced and supported Program Management, Stakeholders, Risk and Opportunity management. Program Engineering Proposal Team and Control Account Managers (CAMs) with source planning data, logical sequencing of activities. Created and supported resource loaded Integrated Master Schedule for status reporting and EVMS analysis of actuals against approved baseline plan.

Government experience with State of Arizona Department of Liquor License Control, Treasury and Compensation 1981- 1983. Have legacy and Commercial off-the-shelf (COTS) that addresses complex challenges of business through a single application.

Education - University of Phoenix - Bachelor of Science, Business Administration 2006_BSBA

Professional Experience:

Wells Fargo (Contract) Aug 2021 to January 2022

Project Manager/Technical Business Services Sr. Associate – TIG Support Services & Knowledge

Team member to Technical Integrity Governance (TIG) and Knowledge Management SharePoint tracking of instructional sessions, follow up of supporting team and reporting data to TIG management. Operational RSCA - Risk Control Self-assessment and analysis.

Managed TIG Communications Management for technical team and management of documentation of processes and policy & procedures. And Presentation Skills. HRIS Analyst, HCM Workday Analys, Project Management, Project Coordination, and Analysis including financial reporting services. Experienced in regulatory efforts and documentation for Confluence and Jira record of retention. Tools used: Confluence, Jira, One Note, Microsoft 365 Office Apps and MS Teams. HRIS Analyst, HCM Workday Analyst.

Used MS Visio for Block Diagrams, Flowcharts, Timelines and SD diagrams. Skills: SharePoint – Analytics – Internal Communications – Microsoft Office 365.

Wells Fargo (Contract) Mar 2019 to December 2019

Project Manager- ITS/DCS Deployment Coordination/Audit & Compliance, Technical PM 4

Technical Project Manager for Audit & Compliance group managing compliance of server remediation. Operational RSCA -Risk Control Analysis assessment for Servers.

Meet and review status with Senior IS Engineering Password team for remediation of server compliance.

Accountable for Package Status Reporting to the Executive Management, Security, and other stakeholders.

Wells Fargo (Contract) Mar 2017 to Nov 2018

Project Manager- WIMT Risk & Regulatory TES Program; Net Cloud Program

Project Manager for PMO office level to manage the migration of applications to a .NET cloud environment.

Performed daily analysis for 7 Projects/700+ Package status and current documentation. Follow up reminders on all Change Request pending. Working with ERM in maintenance process of package application status.

Accountable for PMO Communication for Program Status Reporting to Executive Management, Cyber Security, and other stakeholders. Ensured all documentation completion on Cloud SharePoint Server for PM and Executive Management Reference. Daily Analysis on all Package status and current documentation.

Performed audits of PMWUS records and reported to PMQA Partner Project Adherence for overall Project findings and documenting responses on PMQA checklist site for TPM Compliance.

Reassignment of PM’s and updating tracker for LOB applications using SCUD tool figuring out current bandwidth and T-shirt size of application timeline (Small, Medium, or Large). Onboarding, training and SCM supply change management necessary training for Tech PM’s.

Managed analysis of PMUWS CRI’s (Change/Risk/Issues); Resources for Application Migration; Exception approval and updating package setting to updated status.

Experienced with Project Management Workstation (PMWUS) project transition team member troubleshooting and confirming transition. Created shared workbook on network location where team could view contents simultaneously. Management Wholesale SharePoint for 10 PM’s and supplied access rights.

Wells Fargo (Contract) Apr 2015 to Jul 2016

Project Manager- Service Delivery Team/TOG

Provided coordination, aid and support for project management services team, financial data management and project method documentation for multiple concurrent projects.

Assisted PMs with project deliverables, reporting, metrics & financial analysis. Uploaded TPM deliverables into PMWUS and ensured documentation completed for auditable release requirements. Updated project attributes and performed QA of key fields in PMWUS and SharePoint. Ensured documentation completion for auditable release requirements.

Updated Project Plans in MS Project 2010 and PMWUS activity schedule. Managed resource management forecast hours in STAMP for contractors and prepared bi-monthly report for actuals.

Provided business divisions with achievable high-quality project management administrative standards and Ad-hoc tools. Performed R&D of continuous improvement activities and created tools to improve time management activities and cut non-value-added activities.

Performed Compliance reviews of weekly schedule and status of assigned projects. Updated project attributes and performed QA of key fields in PMWUS and SharePoint. Ensured documentation completion for auditable release requirements.

Wells Fargo (Contract) Nov 2014 to Jan 2015

Project Manager- EUC Technical Coordinator 3

Project Technical Coordinator for tracking and reporting hardware status. Aiding in training other Tech Coordinators in SharePoint Schedule and analysis of reporting progress to management.

Project scope to upgrade selected locations (sites) for increasing WLAN installs 750 + ; AP’s 800+; bandwidth analysist access 550+ potentional upgrades.and Hardware refresh to complete IPT conversations and upgrades.

Created SharePoint view for IPT conversions enabling telecom stability, uptimes and provide common connectivity foundation for application integration.

Wells Fargo (Contract) Feb 2014 to May 2014

Project Manager 3 Treasury

Analysis of MS Project 2010 schedule and status updates for Global Banking expansion team.

Managed weekly status updates of SharePoint Key Accomplishments and Risk-Issue-Watch tracker.

Facilitated meetings for consolidat4d weekly status updates and project team.

Coordinated activities and resources in a project life cycle for Technical Project Managers using strong project and time management skills.

Created and managed PowerPoint reports for presentation of status updates, accomplishments, and all project updates for Senior Management meetings.

Wells Fargo (Contract) May 2011 to May 2013

PM Business Analyst/ Technology & Operations Project Coordinator

Power Analyst: Project reporting and analysis; metrics & financial analysis; and data dictionary perform queries and build reports. SDLC AND TPM Methodology used for all assigned project documentation control; change, risk, and issue management; reporting requests in PlanView and PMUWS (Project Management Universal Workstation). Schedules created weekly schedules and status of assigned projects. Updated project attributes and performed QA of key fields in Plainview and SharePoint. Ensured documentation completion for SOX and other auditable release requirements. Schedules created and updated weekly for Project Managers using MS Project 2010.

Provided business divisions with achievable high-quality project management administrative standards and Ad-hoc tools to improve time management, continuous improvement activities and cut non-value-added activities. Collected and presented business intelligence information to supply complete viewing, interaction for query analysis, reporting and performance management using ISD Tracker, MS Project Server, SAP Business Objects and PIC (ADHOC Reporting).Agile

Prepared and helped with completion of executive reports using PlanView for Application Decommissioning.

Honeywell, Aerospace Feb 2004 to Sep 2010

Sr Program Planning & Control Analyst

Reviewed and implemented Aerospace Defense & Space contracts in SAP software based on the SOW. Analyzed, confirmed, and reconciled budget and expense control, forecast and actuals for cost & schedule activities by ensuring consistent performance and maintaining EVMS (CPI/SPI). Used Organizational Management for Audit documentation supporting internal and external surveillance government audit reviews including regulation of financial practice and corporate compliance for Sarbanes-Oxley.

Prepared, developed, and coordinated Integrated Master Plan and schedule which had sites reporting to Master

Scheduler. Used hyperlinks to meet goal of compliance since we had a legacy system at that time.

Created and ensured that critical path analysis was compliant for MS Project schedules of $400M+ Development & Production program for F35 Lightning Turbojet horizontally and vertically integrated with SPI and CPI values.

Tracked plans and schedules, performed risk control analysis by finding and resolving critical path and network logic conflicts.

Utilized Gantt Excel smart sheet, PERT Charts for critical path method (CPM), Milestone charts, earned value management EVMS and other project management techniques.in order to gauge progress and identity performance variances to ease the intervention for critical areas.

Supported development of project plans, estimates, baseline budgets and risk identification and control. Created Quality Assurance business plan for deployment and managed special project schedules with. Prepared cost analysis for new projects using ProPricer proposal software.

Continuous improvement projects for PP&C process and tool implementation including Ad-hoc reporting. Supplied monthly EVMS CAM training. Created and managed WBS dictionary and Control Account database management. Organized Program Change Management request processing and maintenance by document hyperlink.

Created a benchmark Customer Rating Reporting System for monitoring customer satisfaction. Customer advocate program member reporting to Division President, Sales, & Contract Directors. Division level systems auditor. Prepared desktop instructions and trained technicians for Reliance-on-Operator Inspection (ROI). Conducted follow-up audit activity for customer corrective action requests using statistical analysis for effective and prompt measurement. TQM team member for company goal for ISO 9000 certification. Performed R&D of continuous improvement activities and non-value-added activities. Tracked CRM centric tool for your sales needs and confirm ERP exact forecasts,

Other Experience: FTE and Contract employees for Fortune 500 companies:

Intel – 1993-1994 & 1984 – 1985, CDI Contract Administrator and Administrative Assistant

Created a new part Implementation form and started a procedure for more efficient process.

Aided in the creation of inventory bar code tracking system for Assembly & Test that improved the accuracy of inventory control.

Technical writer for conversion of repair part assembly instructions to paperless automated system.

Processed acknowledgments and new orders for Central Order Processing.

IBM, Marriott, and Wells Fargo. Experience in the 1980’s AZ State Government for Liquor License and Control Department, Treasury Department and Compensation Department. Manager for Retail Sales representative for Robinson May (aka Macy’s} and Hallmark.

Hospitality Experience: Marriott Management Services Sodexho – Office Manager for Corporate & Health Care - 5/1994 – 6/2000

Personal liaison for Phoenix District Management Services including proficient with, a range of HR technology HR payroll and related personnel records. Coordinated team training, scheduled travel and hospitality Marriott hotel stays and team meetings.

Provided internal and external customer service for employees and related records. Performed financial analysis and reconciliation for Profit & Loss. Operations. Analyzed and prepared forecasts, budgets, financial reports, business plans and accounts payable. Reported to headquarters for weekly reporting.

Organized projects for new unit openings and provided technical information for systems installations and updates for sites.

Created benchmark sales proposal presentation for Corporate Service Sales Team. Reported to headquarters for weekly reporting.

Certifications and Training: Six Sigma Green Belt Certification; Wells Fargo Service Delivery Team – Wholesale and TPM required training 2015-2017; SDLC Methodology (Agile, Waterfall, Iterative); SAP and MPM Cost Accounting software; PMP Test Preparation, Schedule & Cost Control - George Washington University 2006; Earned Value Management System (EVMS); Marriott Hospitality Certified. Demonstrated experience with Microsoft Project, MS Teams, MS Office applications, Visio, and SharePoint. Also have experience with HRIS, Finance, Accounting, PowerPoint Presentations to Stakeholders and management teams.

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