Program/Sr. Project Manager

DIANE LOVIN, PMP

Redmond, WA *****

425-***-**** (Cell)

**********@***.*** (Email)

Program/Sr. Project Manager with 10 years experience in Information Technology service delivery in progressively responsible roles.

SUMMARY

* Led 7 internal cross-functional teams, 3 outside vendors and 2 direct reports in a $5M retail infrastructure installation services project for an international coffee retailer with a consistent 99% success rate in a fast-paced and high-volume environment installing 1300 stores in 1.5 years in the US, Canada and Puerto Rico.

* Designed a process to capture detailed project performance data for use in monthly project reviews with client senior management, which allowed unprecedented visibility of actual performance with minimal increase in workload to project team.

* Decreased project invoicing times by 50% by redesigning the web-based project database to allow vendors and project staff to receive and submit invoices online vs. using cumbersome spreadsheets and email; a significant improvement for a project with limited resources, which drastically reduced amount of incoming email.

* Highly organized and detail oriented, excel at process creation and implementation, strong mentoring, communication, creative problem solving and root cause analysis skills.

PROFESSIONAL EXPERIENCE

KForce Professional Staffing, Bellevue, WA

December 2008 – Present

Sr. Project Manager

Provide project management consulting services to AT&T Mobility.

* Manage up to 4 enterprise eCommerce projects concurrently throughout the software development life cycle (SDLC).

* Monitor completion of business and functional requirements, wireframes, content and composition documents. Track all changes submitted to change control board.

* Lead user acceptance testing activities. Monitor issues found in testing through resolution.

* Coordinate with 7 cross-functional groups regarding project status; lead weekly project status meetings, report project status to senior management, monitor milestone progress, identify and track risks and assign action items.

TEKsystems, Bellevue, WA

August 2007 – August 2008

Sr. Project Manager

Provided program and project management consulting services to Nokia Siemens Networks and T-Mobile.

Nokia Siemens Networks

* Collaborated on the revision of the national change management process and developed new project-specific change management processes. Designed and documented a process to

Diane Lovin, PMP | Page 2

identify and prevent unauthorized change requests that would have resulted in a significant amount of rework for accounts receivable.

* Trained project management office (PMO) on web-based proprietary order entry tools via web-conferencing and in person. Developed training materials and user’s manual for use by the PMO. Provided ongoing end-user support.

* Conducted root cause analysis with multiple departments regarding the return management authorization process for failed hardware. Contributed to a process improvement plan that expedited availability of replacement hardware in the field on an 8000 cell-site UMTS project.

T-Mobile

* Managed infrastructure installations for new retail stores to include voice and data circuit, phone system and point of sale (POS) installations managing up to 40 stores per quarter.

* Collaborated with many cross-functional teams and vendors to meet deadlines. Scheduled installations, tracked equipment delivery and provided light technical support.

* Directed 4 vendors and participated in weekly status meetings to resolve outstanding issues and discuss site readiness.

NCR Corporation, Seattle, WA

June 2004 – August 2007 & April 1999 – December 2002

Program and Project Manager

Managed installation services for major retail, hospitality and telecommunications clients to include Starbucks Coffee Company, Wal-Mart, Carlson Restaurants Worldwide and T-Mobile. Directed many cross-functional teams, controlled change, managed issues through resolution, served as mentor and escalation point to team and facilitated new opportunities.

Program Manager – Starbucks Coffee Company

* Monitored project performance and conducted monthly project performance reviews with Starbucks and NCR senior management. Conducted weekly and bi-weekly project update calls with NCR project team and vendors.

* Conducted successful root cause analysis to discover the cause of a consistent third-party product failure, which was causing a delay in new store drive-thru operations; several failure points were identified. Formed a task force of project staff and vendors and randomly selected sites to include in the analysis. Designed a “double blind” questionnaire to be completed in a two-phase installation, which was key to discovering the failure points.

* Created a change management process and was the primary processing point for all scope changes. Analyzed potential risks and determined if there was a financial impact to the project.

* Forecasted revenue, controlled project costs and performed light account management duties in order to uncover and build new opportunities.

* Received praise from several cross-functional teams regarding my approach to scope management, change control and team morale management and was formally nominated for a prestigious corporate performance award.

Project Manager – many clients with well-known brands

* Completed a 770-site PC replacement project in 1 month in a high pressure environment for Yum! Brands (Pizza Hut). Scheduled installations, tracked equipment delivery and monitored installing vendor’s performance. Provided light technical support.

Diane Lovin, PMP | Page 3

* Delivered a $4M point-of-sale upgrade project under challenging constraints for Carlson Restaurants Worldwide (TGI Friday’s). Constraints included overnight installations that required 2 installers, which posed scheduling and resource challenges. Exceeded client expectations and awarded an additional project.

* Managed rollout of new and remodeling stores for Waldenbooks. Led conference calls with client, managed inventory, prepared monthly billing, forecasted revenue and scheduled installations. Demonstrated technical capability by single-handedly installing a point-of-sale system in a new store.

* Awarded “Champion of the Quarter” for exceeding expectations on the Yum! Brands project. Received praise from Carlson Restaurants Worldwide and NCR Account Director for sense of urgency and reliability.

Venturi Staffing Partners, Dallas, TX

December 1994 – March 1999

Project Coordinator/Manager

Provided project coordination and management consulting services for IBM and its clients on behalf of Venturi Staffing Partners, a staffing company.

* Directed 2 vendors on a printer upgrade project for Frito-Lay’s fleet of delivery trucks under unique constraints; delivery trucks are a moving target. Scheduled installations, tracked equipment delivery, led client meetings and worked closely with Frito-Lay to determine availability of trucks. Completed the project on time and earned positive feedback from Frito-Lay as “Johnny on the Spot” during an IBM Quality Assurance post-project review.

* Managed new store installation activities for Brinker International (Chili’s, On the Border, Cozymel’s) and Michaels Arts & Crafts. Scheduled point-of-sale installations, tracked equipment delivery, monitored third-party staging, installation and cabling vendors and prepared monthly invoicing.

* Recognized by IBM Marketing Manager for professionalism during project planning phase for Frito-Lay. Received praise from IBM Account Manager for reliability and sense of urgency on a Michael’s Arts & Crafts project.

EDUCATION & LICENSING

Project Management Institute - PMP

Certified Project Management Professional

University of North Texas, Denton, TX

Bachelor of Arts

Psychology with minor in Applied Behavior Analysis

SKILLS

* Proficient with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, Project, Access, Visio, SharePoint), Intuit QuickBase and Remedy.

* Received extensive customer service and sales training.

* Proven leadership and mentoring skills.

MILITARY SERVICE

United States Army, Aberdeen Proving Ground, MD

Contact this candidate