Heather Harrison, Pmp, Csm Email & Phone Number

Glen Allen, Virginia, Us

Charlotte, North Carolina, Us

Technology Project Manager at Truist, Mortgage Originations

Raleigh, Nc, Us

• Responsible for facilitating the delivery of features associated with the Commercial CRM road map with a $4M annual budget using the Scrumban agile framework. Led agile ceremonies including daily stand-up, release pre-planning and planning, sprint pre-planning and planning, grooming/refinement, and retrospectives.• Managed 11 developers, 4 QA Engineers, and 2 Business Analysts. The team received feature requests from 6 Product Owners. Relative priority was established by the primary Product Owner.• Managed the Salesforce.com vendor relationship. This required coordination with internal developer and QA resources to integrate and test vendor developed features in the proper environments in accordance with the planned release schedule.• Secured customer sign-off for each release. Gathered and submitted artifacts for each release to the Change Approval Board within the required time frame to ensure approval prior to the release.• Managed customer expectations and communicated changes, impediments, and successes. Provided weekly reporting to IT PMO and reviewed updates/changes with the business and IT. Updated forecasts and communicated budget impact (EAC).Selected Accomplishments:• Planned and managed 6 sprints (3-week iterations) resulting in the delivery of 6 major releases and 5 minor (dot releases) in 4 months. Releases required Salesforce.com integrations and E2E testing with multiple systems including EDW, MDM, and Commercial’s Central Customer database, and any downstream systems impacted.

Mclean, Va, Us

• Supported the EFG Cloud Migration program for the Commercial line of business. Coordinated resources to assist application teams with configuring and testing data transfers using the new cloud file gateway. Coordinated with application owners and reported on migration/cutover timelines.Selected Accomplishments:• Accomplished cutover milestone dates by creating new endpoints and routes for application owners to accelerate progress. Endpoint types included HTTPS, SFTP, FTPS, and S3 bucket configurations in the EFG platform.• Built burndown charts for reporting status, metrics, and risks to leadership. Captured feedback from leadership and implemented improvements as needed.

Irving, Texas, Us

• Supported change management activities involving Salesforce.com projects supporting 1200+ Sales team members and impacted back-office departments, including A/R, Credit, Contract Administration, GPO Administration, Database Management, and Inventory Sales Support. • Coordinated Beta and pilot stages of Salesforce.com related projects. Gathered feedback from Sales Reps, focusing on business process automation opportunities. Features were developed in Classic, Lightning and supported the mobile application.• Participated in PI Planning and SAFe agile ceremonies supporting the Salesforce.com ART as the voice of the customer. Selected Accomplishments:• Managed the UAT and change management efforts for onboarding 3 new back-office departments to Salesforce.com. Contributed to user story and acceptance criteria development within an agile team, working closely with both the business and IT.• Customized an application in Salesforce.com, called ProjectForce, which assigned a “playbook” to 63 Sales Managers to implement during the rollout of Salesforce.com to 900+ Sales Reps. Predefined tasks provided instructions for how and when to perform specific change management activities. Managers were ranked on a leader board for monitoring the completion of tasks in addition to promoting friendly competition. Documented user stories in JIRA backlog for future enhancements.

Richmond, Va, Us

• Served as a Product Owner supporting projects related to new policies for the Liver, Pancreas, and Thoracic committees. Policies impacted both organ candidate and donor application process and the match algorithm which dictates how candidates and donors are matched. Selected Accomplishments:• Translated pancreas donor policy requirements into user stories, managed the product backlog, and led the implementation effort for changes to the DonorNet application on both the browser and mobile technologies.

Waynesboro, Va, Us

• Served as the Project Manager, Business Analyst, and Product Owner for high visibility initiatives using both waterfall and agile methodologies. • Served as the liaison for several vendor integration projects supporting IVR, Point-of-Sale, and billing system enhancements. Managed the planning, development, testing, and deployment efforts while controlling and communicating changes in scope, schedule, and cost. Developed requirements and performed QA activities for both browser and mobile user interfaces.Selected Accomplishments:• Program managed the system and process development and implementation of a wireless device trade-in program in both the corporate and reseller retail locations. Rolled out program in 3 releases over 12 months. • Project managed several phases of a new device financing product which yielded close to 70,000 enrollments in the first 12 months. Implemented process improvements to ensure solutions to the gaps identified were implemented to fulfill stakeholder requirements. Selected for the company’s Circle of Excellence award because of the projects success.• Managed a call center process improvement project to automate the payment extension request process which generated close to 130,000 calls over 1 year, significantly reducing call center costs and decreasing manual processing by over 99%. • Selected as the ScrumMaster for the .NET development team. Assisted with the implementation of an agile framework for the .NET development team. Facilitated release and sprint planning running 3 week sprints using the SCRUM framework. Utilized agile methodologies for defining and sizing user stories. Conducted stand-up meetings with the development team.• Managed the automation of provisioning wireless devices using over-the-air technology to minimize the need for manual programming, therefore enabling the Sales teams to optimize their time supporting customer sales and upgrades. Achieved over a 99% success rate.

Durango, Co, Us

• Intense hands-on experience in facilitating, monitoring (capacity and velocity), and reporting on the scrum planning and execution activities. Also managed production deployment activities.• Effectively managed multiple scrum teams in an agile environment. Products included an online customer portal, security products, and IT related projects. • Led user story workshops and release planning efforts to support the development of an online application system. Worked closely with Technical Architects in documenting system and security requirements and with the impacted business units in documenting business and user requirements. Developed RFP and supporting EPC (Event-Driven Process Chain) diagram and managed vendor relationships throughout the RFP process. Developed apples-to-apples comparison to assist with a recommendation to management.• Managed Canada EMV Chip card integration and certification project, requiring coordination with Global Payment Systems Canada, Verifone, Mercury’s developer channels, and Mercury’s internal customers. Also developed program to swap Canadian merchants’ existing pin pads with EMV compatible pin pads with minimal upfront costs in order to assist merchants in meeting Visa Canada EMV mandates.• Developed program to maximize end-to-end encryption POS product adoption rates by providing significant equipment (MSRs and pin pads) discounts to both POS resellers and merchants. Worked closely with the Sales and Finance organizations in defining the pricing model to minimize the payback period and with Legal in developing the necessary equipment use agreements to minimize losses resulting from attrition. Performed ROI analysis to reduce the payback period to 2 months for a 4-tiered discount program, based on merchant revenue, requiring a $1M upfront investment. Developed end-to-end fulfillment process, slashing fulfillment lead times by 3 days and reducing logistics costs during vendor and hardware distributor negotiations.

Durango, Co, Us

• Led development of a PCI Partner Program to support Mercury’s merchant base with tools (SAQ and scans) to assist in identifying network and system vulnerabilities across single and multiple merchant locations, enabling merchants to take steps towards achieving PCI-DSS validation and certification. Documented business and systems integration requirements and developed RFP. Evaluated vendor proposals and provided recommendation to management. Managed the planning, implementation, and monitoring of the program, including the development of internal and external processes, communication deliverables (internal scripting and merchant communication), and SharePoint Knowledge Base, which provided up to date reporting and consolidated program information. Also served as the liaison between the business and selected vendor.• Assisted with the development of a new PMO with a mission for driving agile methodologies and fostering the maturity of the organization. Observed and provided input to perceived changes as the company adopted portfolio planning, product prioritization, and change management processes.• Improved inbound customer call routing experience by developing a customer classification logic based on revenue data and implementing call queues for each type of merchant. Used SQL to identify and assign new classification.

Durango, Co, Us

• Led Mercury’s movement into Canada over a 2 year period. Identified process and system gaps between U.S. and Canadian operations. Developed alternative process model, while managing the identification and communication of issues and risks. Worked closely with Sales, Operations, Support, and Finance organizations in defining and implementing new policies and procedures specific to Canadian daily operations. Also worked closely with Marketing to ensure the accuracy of external communications. Developed SharePoint Knowledge Base for consolidation of information specific to Canada.• Streamlined internal communication by developing SharePoint Knowledge Bases for each project, program, and product. Worked closely with each impacted department in establishing links across internal sites as a means to prevent redundant or out-dated materials. • Built successful Project Management department in a rapidly evolving entrepreneurial environment. Effectively managed team of 4 Project Managers, resulting in a highly functional department supporting up to 25 parallel projects. Utilized SharePoint to introduce a project management framework with standard artifacts for managing various types of projects. Also assisted with implementing a Steering Committee for work prioritization in order to achieve company goals.• Supported up to 7 software projects after Mercury’s Project Management department was officially established in early 2007. Collaborated with team on defining project standards, trained new Project Managers, and worked closely with VP of Technical Services in experimenting with various communication methods.

Durango, Co, Us

• Qualified merchant leads, calculated projected profitability, provided proposals, touted benefits, countered objections, and initiated the application process. • Worked closely with POS resellers to ensure leads were enrolled and processing in a timely manner in order to meet department goals.

Columbus, Ga, Us

• Managed product life cycle for converting a legacy desktop application to an online application. Product featured expense reporting and general ledger functions marketed to business customers of large banks.• Managed customer priorities, documented user and functional requirements, trained Relationship Managers, assisted with QA, and approved external product documentation (user guide, online help, press releases).Selected Accomplishments:• Successfully converted the top 5 banking customers from the legacy desktop application to the new web application.

Dublin 2, Ie

Served as a Project Manager consultant leading the development and implementation of program and project management frameworks for multiple organizations at multiple telecom clients, including MCI WorldCom, Nextel, Sprint, and Comcast. Coached teams in requirements development and daily project management activities, such as status reporting, issue logging and tracking, stakeholder engagement, and risk evaluation. Led the product and project requirements gathering efforts for several product development and process improvement initiatives. Selected Accomplishments:• Implemented a proven program management framework in the High-Speed Data Network Engineering organization at Comcast Cable. • Developed, managed, and provided direction in evolving program management processes at Nextel, implementing easy to use tools and scorecards for tracking and monitoring program progress and process efficiencies.• Defined phases, call flows, and functional requirements for a new product concept now known as IM on a Nextel wireless device. Also coordinated the logistics and content preparation for focus groups conducted to assess the market demand.• Led WorldCom’s product development initiative for reengineering the special customer arrangement processes and systems supporting high-end and global business customers. • Led the Revenue Operations organization in defining and implementing sufficient financial operations and system controls to limit the financial exposures for the Business Markets local product. • Served as the primary liaison between the fulfillment vendor and the MCI Small Business organization in support of the MCI One product. Managed the schedule and coordinated the resolution of systems and operational issues.

Masters, Applied Mathematics

Bachelors, Mathematics