Denean Johnson, Csm, Itil Email & Phone Number

Milwaukee, Wisconsin, Us

In this fast-paced project, I wore a few hats. I project managed 3rd Party Client Connectivity and Communications for an Enterprise-wide Data Center migration from Fiserv's Cherry Hill New Jersey Data Center to John’s Creek Georgia Data Center Facility. Leading a 6-member Client Partner team and supporting 67 Credit Unions. My responsibility was Client Data Center readiness via successful network connectivity sessions to a Fiserv-banking application in a brand-new SaaS environment/Datacenter. Technologies: Hybrid PM methodology; MS Teams & Office Suite; EdgeConneX Data Center, CUnify Application – a Fiserv product.• Worked in a regulated environment; strategized with CISO and Firewall team for a Risk ID to build, configure, and submit NATs for 67 Credit Union environments • Successfully led, managed, and completed the scope to test network client connectivity for a full-featured, real-time account processing Credit Union application (CUnify).- Successfully managed data center migration readiness for 67 Credit Unions’ tunnel connectivity paths, using a one-to-one model for each: assigning and configuring NATs, Firewalls, ports, routes for one EdgeConnex tunnel in a brand-new SaaS environment in John’s Creek, Georgia.• Trained 6-Migration Partners, assigned each a group of Credit Unions, created and executed a Migration Readiness plan for those Migration Partners and each Credit Union network environment that included but not limited to: WebEx Webinars, training sessions, updating architecture design drawings for each CU environment, ServiceNow Enterprise notifications, ad hoc testing, creating processes and procedures, ran daily stand-up meetings, coordinated technical troubleshooting sessions, and video conference bridges for testing with Credit Unions; Fiserv QA, Network engineers, and stakeholders

Atlanta, Georgia, Us

Managed projects centering around RaceTrac’s EMV Liability Shift Readiness efforts. These enterprise-wide, cross-functional, multiple-vendor implementations happened simultaneously across multiple states.. Successfully led, managed, implemented, and completed the scope, testing, and roll out schedules for:-NCR’s RPOS 2018.3.4, an EMV ready retail digital payment system and EPS 3.2 (Epsilon), the latest EMV ready software credit package system to the entire fleet of active RaceTrac and RaceWay stores. Inside and at the pump. Over 800 stores successfully run credit/debit/loyalty transactions in an EMV ready environment.- Epsilon 3.2 Credit software package upgrade, inside and at the pump for over 800 stores.- Single Point of Contact for the Construction Self-Check Out Expansion Project. Led and coordinated Millwork, Electrician, Networking and POS engineering teams for installation of 86 retail self-checkout lanes.• Ran daily stand-up meetings, coordinated multiple technical troubleshooting sessions, and video conference bridges for lab installs, error troubleshooting sessions, and for store test and store go-live events with stakeholders, QA, technical engineers, and stakeholders from NCR, Fiserv, Verifone, Gilbarco and RaceTrac

Atlanta, Ga, Us

SR. IT Infrastructure Project Manager | InComm. – Atlanta, GA 06/2017 – PresentResponsible for managing enterprise wide, large, and complex FinTech infrastructure projects, using Waterfall and Iterative methods. Average Project Team size: 7 to 30 members. • Data Migrations/Consolidations/Integrations: Led and managed a ServiceNow Platform integration with Clarity (iPlan) and Jira applications, Led and managed sunset & decommission activities for Legacy Systems• Cloud Initiatives: I led the Enterprise Discovery Efforts to migrate 5-applications from on prem to MS Azure Cloud Solution. I worked with Platform and Client Operations to help the build, integrate/migrate, test, run, implement MS Azure ● Successfully helped deliver InComm’s Disaster Recovery Program (Security Policy and completed infrastructure build). ● Completed Enterprise MS Teams Voice migration during COVID19 pandemic. ● Implemented InComm’s first-ever Data Loss Prevention Program during COVID-19, along with leading other Data Center upgrades & migration projects. ● Scrum Master for small discovery and innovation team (Agile & DevOps) using Jira and Confluence.● Managed several full life cycle projects initiation through deployment/warranty by coordinating and collaborating cross-functional technical teams and vendors● Operated Microsoft Project Professional to develop aggressive project schedules● Used Jira, (Kanban) to help create user stories, manage Sprint Backlog and Confluence for meeting notes● Used PPM tool to track project progress, create project reporting, timesheet management, monitor forecast to actuals for project and resource management● Communicated project progress and status to Stakeholders, lead project update meetings, produced meeting agenda and minutes● Managed project deliverables, risks, issue, and action logs while following ePMO governance standards

I project managed a sales software implementation for CTDs sales and marketing team. It was COTS (off the shelf) implementation, with minor customizations. Reporting to the CEO as a consultant, my role included helping CTD create startup LLC and Incorporation status.● Led and Managed entire software development life cycle: Analyze, Design, Build, Test, Deploy/Warranty support/maintenance period for a sales and marketing software platform, using MS Office Suite Apps ● Created and documented critical workflow processes for two proprietary platforms and client life-cycle that included but not limited to Pricing Proposals, Contracts, and how to market CTD services● Coordinated client presentations, staff, shareholder, and client meetings● Communicated project progress and status to Stakeholders, lead project update meetings, produced meeting agenda and minutes● Managed project deliverables, risks, issues, and action logs

Atlanta, Ga, Us

I successfully functioned both Scrum Master and Project Manager roles in the Grove, an innovative mobile banking, payment processing, software development hub.● Successfully managed multiple three-week sprint lifecycle projects using JIRA and Confluence in an Agile environment.● Led and Implemented COTS (off the shelf) platforms with minor customization's.● Scheduled and led Daily Scrum stand ups, Sprint Planning, Grooming, & Retrospective; facilitated Sprint Demo’s ● Used Jira, (Kanban) to help create user stories, manage Sprint Backlog and Confluence for meeting notes ● Operated Microsoft Project Professional to develop timelines for both Agile and non-Agile team members, Stakeholders, and Executive Business leadership● Monitored and analyzed plan vs actual via PPM tool and Jira Burn Up and Burn Down reports● Utilized a PPM tool to track project progress, create project reporting, time sheet management, monitor forecast to actuals for project and resource management● Effectively collaborate and communicate project status updates to PMO, internal business stakeholders, Steering, EA, and several governance committees to ensure non-Agile Stakeholders remain on one accord.● Actively manage all client and stakeholder expectations while also managing multiple project teams and offshore resources.● Successfully ensure that all business and technical requirements, testing documentation, and other deliverables are accurate, sponsor approved, and within the triple constraints.

Conducted nation-wide internet-based medical practice management software demonstrations and training for small to medium-sized doctor's offices and medical facilities. ● Conducted online software demos and training sessions customized by practice need (Billing, scheduling, and or eHR services). ● Effectively manages customer sales life-cycle from cold calling, scheduling, practice management software education, software demonstrations, pricing, and contract negotiations.

Windsor, Berkshire, Gb

IT Project Manager (Scrum Master) | Synergis, Inc. (Contract: Intercontinental Hotels Group) – Atlanta, GA 3/2012 – 10/2014Successfully functioned as both Scrum Master and Project Manager, transforming a dedicated 5-member project team from Waterfall Methodology to Agile/Kanban.● Managed the sunset for a legacy hotel management application and replaced it with a COTS (off the shelf) software application, with minor customization. Performed Scrum Master and PM roles for weekly production releases for a hotel contract management system with a within a two-week AGILE sprint cycle. Managed an International project for 1 year (China). ●Managed capital and P/L funded projects ranging between $200K-$2MM for multiple systems and an international business development website covering Europe and Greater China. ●Managed several full life cycle projects initiation through deployment/warranty ●Used Jira, (Kanban) to help create user stories, manage Sprint Backlog and Confluence for meeting notes ●Scheduled and led Daily Scrum stand-ups, Sprint Planning, Grooming, & Retrospective; facilitated Sprint Demo’s ●Effectively performed system support and maintenance functions including 3rd tier help desk support, critical code product deployments, and UI, portal, and DB changes. ●Successfully oversaw tight project timelines, reported project health red, yellow, or green; balanced with the issues, mitigated risks, and budget numbers to the executive staff resource load balancing, costs, scope, and schedule ●Actively managed client and stakeholder expectations while managing multiple project teams and offshore resources.●Successfully ensured that all business and technical requirements, testing documentation, and other deliverables are accurate, sponsor approved, and within the triple constraints.●Conducted extensive communication techniques on project health status of red, yellow, or green, balanced with the issues, mitigated risks, and budget numbers to the executive staff.

Norwalk, Connecticut, Us

• Project & Account Manager/Software Trainer | CTG, Inc. (Contract: Xerox Mortgage Services) – Alpharetta, Ga 01/2011 – 11/2011Conducted end-user software Demo’s and Training for a web-based, paperless mortgage loan origination repository system.● Key functions included performing a detailed analysis of training needs and creating custom end-user curriculum's to facilitate workshops and training for existing clients.● Coordinated with corporate sales to serve as a resource for the field force on several topics that included product, work-site marketing, and enrollment training. ● Conducted frequent communications related to project health status of red, yellow, or green, along with the issues, mitigated risks, and financials to internal executive staff and executive clients.

Atlanta, Georgia, Us

Successfully managed small to large sized custom, process driven system implementation projects simultaneously, with cross-functional IT and Business Operational teams. Implemented COTS and MOTS software applications, with minor customization's. ● Led small to large sized project teams of software application developers, QA testers, and BA’s to achieve the successful completion of major projects that impacted the business line.● Managed the entire software development life cycle, including the analysis, design, coding, testing, deployment, and maintenance for multiple complex IT applications and system enhancement implementations.● Created, administered, and exchanged project documentation that included project plans, meeting agendas, status reports, and project closeout/support hand off documentation with clients throughout the project cycle.● Effectively managed and governed project planning activities such as scope definition and risk management.

Atlanta, Georgia, Us

• Successfully led and managed a two-year consolidated knowledge base implementation for the organization. Implemented a MOTS platform. Specifically, we consolidated legacy applications and replaced them with a COTS platform with major customization's.● Proactively managed and collaborated with a cross-functional IT and networking security team, 21 project leads, and a 5-member core team applying Method 1, ISO 9001, and Six Sigma methodologies.● Strategically managed a high-profile Corporate Operations and Contact Center content consolidation initiative, which included 3 content databases and impacted a large portion of the organization.● Met increasingly tight deadlines while proactively managing budgets; managed the overall implementation of each project. ● Developed and managed project expectations to ensure all applicable functional areas were engaged in the project; carefully identified and assigned project resources and coordinated resources

Atlanta, Georgia, Us

● Successfully reduced overall Agent call duration by nearly 25% during a key overhaul enhancement.● Served as the Lead Content and System Administrator of main corporate knowledge bases, including Lotus Domino.doc, a (MOTS) homegrown solution, and a commercial web-based knowledge base. ● Provided successful documentation consultations related to technology and processes for the contact center and corporate environments throughout the role.● Developed and conducted a thorough user training curriculum for the Content Management System.● Conducted ongoing maintenance related to the design, testing, and reporting for 4-Interactive Voice Response (IVR) projects for Fortune 500 clients.● Partnered with several work teams that included Telecom, IT, 4 Contact Centers, and Customer Experience, effectively applying business requirements and testing to achieve success.

New York, Ny, Us

• Led a 9-member financial processing team, supervising workflow distribution and special research projects.• Provided successful documentation consultations related to technology and processes for the contact center and corporate environments throughout tenure.• Audited and oversaw the duties and performance of direct reports, ensuring efficient productivity towards the accomplishment of team goals.

• Served small businesses and Fortune 500 companies as a Freelance Project Consultant.• Specialized in creating, migrating, and enhancing public Websites and web-based applications.• Managed and developed content according to corporate standards through a lifecycle process.• Developed and managed project expectations ensuring all applicable functional areas are engaged on the project. Identified and assigns project resources, coordinate resources.Successfully developed, co-authored, bi-lined, and managed content for print and online media to include: • Technical and training manuals• Web content and design for Networking services• End-user helpdesk documentation• Process methods and lifecycle procedures• Various media related documents• Newsletters, newspapers, and magazines• Script writing - video and audio• SOPs, SOWs. SLAs, OLAs & PCDs,

• Managed and developed life-cycle documentation for a Contact Center environment.• Developed an understanding of the organization's business and technical strategies and applied knowledge to all project activities.• Developed and managed project expectations to ensure all applicable functional areas were engaged on the project. Identified and assigned project resources and also coordinated resources.

Armonk, New York, Ny, Us

• Managed a six-member writing team to develop and complete hundreds of marketing deliverables for a large IBM services contract.• Managed and developed content according to corporate standards through a lifecycle process.• Developed and managed project expectations ensuring all applicable functional areas are engaged on the project. Identified and assigned project resources, and coordinated resources.• Created internal and external content to include: curriculum objectives, assessments, and content for the IBM Distance Learning- A Lotus Learning Space Curriculum; created TBT & WBTs; technical and marketing deliverables.• Taught various concepts in departmental workshops, new-hire orientations, & various software applications.Project Management Skills and Certifications:• Project Management Fundamentals Completion Certificate, PMI Atlanta, 2010• Project Management Certificate Program: The Kerzner Approach to PM Excellence, IIL, 2010• IT Project Management Certification, Assurant 2009• Member of PMI; Competent Communicator, Toastmasters, International• Certified Internal Auditor for ISO 9001-2000Methodologies: PMBOK, Scrum with Agile, Method1, Waterfall, Iterative, SOX complianceOperating Systems: Microsoft Windows environment, .NET, UNIXTechnologies: Microsoft SQL servers, Microsoft Office Suite XP, HTML, Java, Relational Database ManagementSoftware Tools: Windows 7, Microsoft Office Suite 2007 (Access, Word, etc.), Mind Manager, Visio, eRoom, Quick place, Adobe Premier, CRM

Broadcast Journalism, Finance Specialist, Leadership, Communications, Finance, And General Management

Bachelor Of Arts Degree, Professional Communication