Project Manager/Customer Experience Manager Resume Example
Dedicated, energetic and driven PMP with over 18 years experience managing and mentoring teams, onboarding Clients and implementing training programs within both the Agile & Waterfall environments.
Thorough experience in project management including requirements gathering, scheduling, organizing and application verification with a key focus on process improvement within each step. Leader in defining and implementing the client on-boarding process, structuring client success teams and serving as a customer liaison and interface for both commercial and government projects.
Previous developer experience provides a strong background and unique manager insight into application projects. Formal study in communications, software usability practices and project management training all help strengthen the interaction among team members particularly with project sponsors and clients resulting in a successful project implementation.
- Project/Program planning and implementation of software applications
- Client onboarding, training, documentation and consulting
- Business workflow review, advice and re-engineering
- Software and UX Design
- Excellent time management and communication skills
- Process and procedure identification and execution
- Functional & business requirements
- Testing and conversion projects
- Leadership, staff management, mentoring and advocate for team building and professional development
- Change Control Processes
Minor in Communication Studies.
- Project Management Professional (PMP)
Workfront SaaS Project Management Platform
MadCap Flare
SQL Server Studio
MS Office
Camtasia Software Suite
Google Business Suite
SVN/GIT
CMS (WordPress, Concrete5)
Adobe Photoshop
- Project Management Professional (PMP)
- Project Management Institute
Learning, Mentoring, Hiking, Kayaking, Traveling, Photography
City , STATE02/2007 - 12/2020
- 14 years of Project and Program Management experience initiating projects, managing costs, schedules and performance. Key role within the Executive Tactical Team, providing direct insight, ideas and feedback regarding company direction.
- Led up onboarding and conversion projects for over 30 clients and hundreds of individual development projects custom to a SaaS application with an underlying SQL Server engine. Identified Client needs and ensured these were worked through a rigorous process, assessing and assigning necessary resources and realistic timelines to meet project goals and objectives.
- Established sound processes and procedures from scratch throughout the entire company within both Traditional and Agile methodologies.
- Identified workflow gaps, researched and implemented software to suit needs of all departments supporting the entire Client and Internal Request process. This included Initiation, Requirements Gathering, Scope Definition, Design, Testing, Documentation, Client Review, Implementation and Maintenance.
- Instituted workflows and software systems for Client Ticketing, Time Tracking, Reporting and Client Effort Invoicing. Utilized captured data and reporting to review quarterly / annual patterns and metrics as well as forecast future growth.
- Responsible for hiring and managing a customer experience team whose primary focus was Client Success. Headed up professional development team activities and group learning events to promote education of industry trends, emerging software tools and help build team cohesiveness and efficiency. Led team reviews as well as individual and team goal identification.
- Designed and administered a Full Training program for custom software at all levels within each Client's organization, customizing to their needs. Provided onsite and remote training sessions for groups of all sizes and departments. This Training program also utilized a feedback mechanism to continually improve on methods of delivery and included content.
City , STATE06/2006 - 02/2007
- Engineer, project manager, liaison and subject matter expert to agency sponsors and project leads within several government agencies including the Department of Energy, Department of Defense and NASA.
- Designed, developed, tested and deployed online software applications that utilized ASP, ASP.NET PHP, and Visual Basic built on top of underlying SQL Server or Access databases.
- Headed up project marketing and promotional efforts to advertise software capabilities, robust frameworks, demonstrations and training.
- Enlisted as part of the Request for Proposal and Request for Information teams to aid in Blue, Pink and Red Team reviews.
- Onsite and online Training, installation and documentation for various software programs that supported the Electronics Recycling Arena.
- Worked with clients for needs analysis, proposal development and vendor costs to produce competitive estimates.
- Conducted and coordinated regression testing, analyzed results and submitted observations to development team.
- Coordinated with Chief Technology Officer and clients gather feedback and identify industry trends in order to evaluate and improve software interfaces.
City , STATE01/2000 - Current
- Deliver services as web developer, designer, application specialist and webmaster, acting as project manager throughout the entire lifecycle.
- Gather specifications, design user interfaces and capture other key details to meet requirements client specifications.
- Produce sample sites and evaluate iterative feedback throughout the project.
- Conduct usability and mobility testing and post-deployment evaluations to measure user experience success.
- Assist in domain name selection, completing registrations and maintaining website and web hosting accounts.
- Custom project gallery photography. Integration with content management systems along with supporting documentation for maintenance and scalability.
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Resume Overview
School Attended
- West Virginia University
Job Titles Held:
- Project Manager/Customer Experience Manager
- Software Engineer & Project Lead
- Web Designer & Consultant
Degrees
- Masters of Engineering : Computer Software And Project Management
Bachelor of Science : Management Information Systems
Bachelor of Science : Finance
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