Connie Boswell Pmp Email and Phone Number

• Planning, initiation and execution of complex and/or multiple Infrastructure projects• Utilize scheduling resources and time management• Coordinate work teams consisting of client / vendor blended teams• Incorporate risk mitigation strategy and contingency plan• Manage standards, procedures, and practices for recordkeeping of contractual agreements• Perform analysis that reflects actual vs. planned variances• Responsible for facilitating the execution of IT projects/programs by ensuring the quality, completeness, tracking and reporting of work items as they flow between participants in key business process• Project schedule development, status reporting, communications planning and management using MS Project• Perform project closing activities including operational transition planning and execution• Proven leader and trusted advisor championing project needs to deliver predictable and repeatable project results• Balance the art and science of project management to scale and leverage techniques and processes efficiently

Managed end-to-end service delivery of technical project portfolio for multiple Fortune 500 clients as part of outsourced services agreements. Provided direction and leadership to global delivery team which included technical solution architects, pricing/statement of work development, global project managers and varied solution delivery teams of over $34M in revenue annually. Customer relationship management, problem escalation/crisis resolution and project delivery. Managed day to day relationships with client as well as multiple managed service vendors. Worked with client to develop technical solutions based upon client’s business requirements, translated into Statements of Work and ensure to ensure on time/within budget/within SLA delivery. Developed and presented performance results to executive management of SLA and KPI reporting. Developed new opportunities for business growth including service catalog development. Served as single point of contact and escalation to both vendors and clients for Statements of Work deliverables, status and escalations. • Increased net revenue 76% year-over-year by driving solution development and signature of $34M+ in revenue. • Improved customer satisfaction rating from 3 to 9 through process improvement and customer relationship management. • Reduced cycle time 80% from service request submission through proposal by implementing pre-defined solution request process (service catalog) for server builds, which included training education development and delivery. • Named as IBM Business Technology Leader, which identifies high potential individuals for executive leadership level.• Selected to participate in Women's Leadership Program designed for high potential women managers. • Awarded Manager’s Choice Award multiple years for achievement in customer satisfaction.

Served as request for service manager for large/complex global retail clients. Provided end-to-end management of program management system process, as well as service catalog development, including issue/risk/escalation management, new business process development, statement of work and pricing development, technical quality assurance reviews, audit readiness, customer satisfaction, customer relationship management and metrics reporting. Developed and delivered training for executive and end user communities including both classroom (in person) and virtual platforms.Developed and implemented a Service Catalog of predefined services for repeatable/standard service request items. Included:- Created over 15 service catalog items in initial deployment- Customized workflow and template creation- Technical Solution and Cost Case Development- Pricing and statement of work creation- Education development & delivery to executive and end user teams.

Handpicked by Senior Partnership Executive to fill newly established BURM role. Liaison between client and delivery teams for service request delivery. Maintained in-depth knowledge of account and contract. Developed and managed partnerships between Project Management Office (PMO), Service Delivery (RFS Implementation and Problem/Change Management) and Executive community.

Managed end to end process for requests for infrastructure services. Deployed appropriate resources and balanced workload across complex team. Internal measurement and financial reporting. Monitored and reported on key performance indicators (KPI’s). Worked with client to identify technical business requirements and developed statement of work with pricing. Led team in initiating, planning, controlling, executing and closing tasks of project to produce solution deliverables. Executed wide range of process activities beginning with request for proposal through development, test and final delivery.• Reduced request for service “speed to market” by 54% through process improvements and more efficient workflows. Drove successful renegotiation of Deskside Support Contract for client with third party vendor resulting in a $500k cost savings.• Customer satisfaction rating for the RFS Process improved from 0 to 7, which contributed to the improvement in the overall account customer satisfaction rating from 3 to 8.

Managed staff and inventory of multi-platform infrastructure test environments. Developed and maintained test environment infrastructure, process, procedures and policies for server, mainframe and desktop environments. Partnered with technical and non-technical team to identify client’s technical requirements and produce solution designs for test environments. Included development of technical solution documents and cost cases. Maintained departmental budget and labor reporting. Managed client and vendor relationships. Managed transition of test environments to new logo as part of strategic outsourcing. Developed and delivered training for end user communities

Managed Test Environment Management team that provided multi-platform infrastructure test environments including security, networking and facility management. Provided leadership and management of resource scheduling and reporting, setting performance goals, quarterly check-ins, writing performance reviews and providing on-going work direction. Managed departmental operating budget including monthly forecasting and financial analysis. Process development, mapping and improvement.

Managed build out of individual test labs for networking, point of sale, UNIX and Intel servers and workstations.Managed various test environments that included network connectivity, security, HVAC, configuration and change management, procurement, resource/asset management and scheduling. Developed budgets, project plans, impact and risk assessments, communication and training plans and implementation strategies. Managed scheduling, migration, application and data synchronization and test environment builds for IT initiatives.• Received CFO Award for being the first to achieve 100% Y2K remediation of the enterprise server environments.

Managed various infrastructure and network process improvement efforts for enterprise server and end user teams. Managed server compliance effort for Y2K project for domestic and international locations. Identified areas for process improvement, developed project plans and managed implementation. Partnered with technical and non-technical teams. Managed staff and provided work direction. Created process for administration of Directory Name Services (DNS). Developed Lotus Notes application to automate DNS request process. Process development, mapping and improvement. Developed and delivered training for end user communities.• Received CFO Award for being the first to achieve 100% Y2K remediation of the enterprise server environments.