Denise W. Email & Phone Number

Sioux Falls, South Dakota Area

• Built the current project management processes from the ground up, creating all documentation and procedures and developing a sustainable growth model for future project managers.• A leader in many strategic aspects of the business including professional growth and mentoring, client management, intern and resident planning and communications.• Led a software transformation effort from Dynamics 365 to a professional services application called Forecast. Vetted out 10 different vendor options, presented leadership with cost-benefit analysis and managed the migration for the organization, increasing engineering efficiency and providing transparency to time tracking• Developed reporting strategy to increase visibility and transparency for key functions.• Manage over 150 different contracts and clients to fulfill software development and data science projects and ongoing program support.• Track budgets for projects with many of them exceeding $1 million each, managing total project and program efforts of over $20 million per year.• Oversee the software development process for 40-plus software engineers, engaging daily in backlog management, resource allocation, forecast planning, risk assessment and mitigation strategy and partnering with clients on all aspects.• Pivot quickly when clients’ needs change, adapting to businesses’ ever-evolving requirements, working with clients to interpret those needs into results that accelerate delivery.• Approach all efforts with a risk evaluation mindset, documenting and communicating risks and issues to stakeholders.• Proactively identify and implement process improvements and provide recommendations to senior leadership for strategic alignment.• Provide leadership and direction and strengthen company culture in a team environment. Understands that culture is imperative to business success.

Sioux Falls, Sd

• Led a team of 20+ employees and contractors through the technology transition from HSBC to Capital One, mentoring and coaching them through a new culture, adoption of new policies, procedures, and work environments.• Program manager for the transition of call center support from vendors to in-house resources, streamlining processes, saving over $1 million in costs in 1 year.• Stood up agile teams and engaged in first ever SAFe framework at Capital One. Performed as the product owner for two telephony teams, and received company-wide recognition for successful early adoption of agile processes and tools.• Successfully moved a team of technical associates and contractors to a new business with new processes and procedures by fostering an environment of open communication, honesty, and transparency and working with new leaders to ensure a smooth transition and providing the time and attention that each team member required.

• Led the voice infrastructure separation efforts from HSBC to Capital One, coordinating across multiple technical platforms to meet goals for disbanding contractual agreements.• Led integration of more than 500 telephony components into Capital One’s service management infrastructure and oversaw the implementation of new policies and procedures. • Coordinated technical transition of 20-plus technical associates and contractors into the voice team from HSBC to Capital One, across multiple managers and sites with no incidents.• Led a team of Project Managers who successfully separated thousands of configurations of infrastructure and completed the transition to Capital One.

• Led a team of 9 Technical Project Managers that coordinated complex, large-scale projects across multiple regions for network and voice infrastructure teams, including 3 technical project managers located in Hyderabad, India.• Successfully migrated project management process to team members in Hyderabad, India, and formed one of the first technology project management teams in HSBC India.• Managed project budgets of over $30 million per year for maintaining telephony and telecommunications equipment across multiple regions and globally.Consulted with multiple business partners on telecommunications needs, interfacing with teams in North America, Asia, Europe, South America, and the Middle East.• Instituted risk-based project management standards and policies for multiple teamsProgram-managed the North American deployment of Cisco IP telephony which included the upgrade or migration of 20,000 handsets in over 600 offices

• Formed a strategic initiative that implemented a new telephony infrastructure to route voice calls to offshore centers, managed a capital expenditure process of over $8 million meeting company goals to reduce call center operations costs and utilize global talent.• Implemented a predictive auto-dialer strategy consisting of projects to install and maintain 10 new systems in North American data centers for global call centers, leading to increased customer interaction and reducing debt collection charge-offs.Led a team of technicians to build infrastructure to distribute North American functions globally.• Subject-matter expert for global forums (North America, Hong Kong, United Kingdom) on the standardization of telephony infrastructure across the regions. Participated in an international deployment of voice technology into 200 high-wealth bank branches to standardize client experiences across the globe.• Led project to provide voice and data systems and connections to the company’s new building, approximately 80,000 square feet with over 2,000 voice and data connections. The project was completed on time and under budget. Saved approximately $90,000 in labor and equipment costs.• Managed 10+ employees, including telecommunications analysts, technical support specialists, systems administrators, computer operations specialists, and systems programmers.

Masters

Bachelor Of Science - Bs