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.
• 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.
• 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.

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.
• 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.

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..
• 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.
• 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.

• 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.
• 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

• 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.
• 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.
• 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

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.
• 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.
• 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.
• 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.
• Technical and training manuals
• Web content and design for Networking services

• 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.
• 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

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

Bachelor Of Arts Degree, Professional Communication