PROJECT MANAGER | Seattle Children’s HospitalProject Manager in IT Security overseeing multiple projects across all phases of the project life cycle.

Led the support services team providing customer support, product maintenance and professional services to ERP clients. Managed a team of eight functional and technical resources consisting of system analysts, developers, database administrators and IT personnel. Coordinated all support, development and professional services tasks and client response across the team. Managed project budgets and client maintenance fee schedule.• Provided oversight as the Project Manager for all customer… Show more Led the support services team providing customer support, product maintenance and professional services to ERP clients. Managed a team of eight functional and technical resources consisting of system analysts, developers, database administrators and IT personnel. Coordinated all support, development and professional services tasks and client response across the team. Managed project budgets and client maintenance fee schedule.• Provided oversight as the Project Manager for all customer ERP-related projects which included custom enhancements, system upgrades and data analysis which generated revenue and fostered customer loyalty.• Key member of the team that migrated from CRM to JIRA and Confluence which improved customer insight and interaction regarding maintenance and support issues. Created and trained team on the new workflow process and managed the customer roll-out.• Led the effort to cross-train the functional and technical resources which distributed critical knowledge across resources resulting in improved support services, case turnaround time and overall customer satisfaction. • Implemented an Account Management/Customer Success function to ensure understanding of specific customer success criteria and provide responsive support for addressing questions and issues, which developed into trusted advisor relationship.• Planned and led user sessions at the annual User Training Seminar for ERP product and processes which provided education and a customer community forum to discuss and improve product usage and functionality. Show less

Responsible for providing research and analysis to complex ERP customer issues - both system and process - including collaborating with the development team to resolve, test and document resolutions. • Provided customer service, training and support to end-user clients which ensured effective and accurate operation of the ERP system to its full benefits. • Documented all support case activity within Microsoft Dynamics CRM to reference historical data for identifying trends and… Show more Responsible for providing research and analysis to complex ERP customer issues - both system and process - including collaborating with the development team to resolve, test and document resolutions. • Provided customer service, training and support to end-user clients which ensured effective and accurate operation of the ERP system to its full benefits. • Documented all support case activity within Microsoft Dynamics CRM to reference historical data for identifying trends and insights and measuring results to facilitate ongoing user support. • Mentored, coached and developed analysts and developers on the functionality of the ERP system with cross-trained knowledge which expanded the resources to resolve customer issues more efficiently and fostered improved customer experience. Show less

Overall responsibility for managing key customer relationships, including directing the implementation and development of large, complex financial management system projects, and leading a team of five Consultants and Senior Consultants to improve customer core business operations and efficiency.• Project Manager and Purchasing SME for the system implementation at Miami-Dade County. Led the business analysis and requirements gathering sessions, analyzed and redesigned workflows… Show more Overall responsibility for managing key customer relationships, including directing the implementation and development of large, complex financial management system projects, and leading a team of five Consultants and Senior Consultants to improve customer core business operations and efficiency.• Project Manager and Purchasing SME for the system implementation at Miami-Dade County. Led the business analysis and requirements gathering sessions, analyzed and redesigned workflows, conducted end user training, coordinated implementation tasks and communicated project status to project team and key stakeholders. • Project Manager for the asset management module implementation for the City and County of San Francisco. Coordinated implementation tasks, assisted with data conversion and integration, configured the system based on the client’s needs, conducted user training and provided implementation and post implementation support. • Purchasing lead for the product development of the next generation of company’s ERP solution which included new functionality and technology that greatly improved the product and customer experience. Show less

• Project Manager for the implementation of the accounts payable module for the City of Philadelphia to automate the Procure-to-Pay process which improved their efficiency and productively, allowed for better forecasting and resulted in improved customer service. • Functional advisor for the project team implementing the ERP solution at the City of Long Beach. Advised the team on the proposed implementation approach, assisted in the development of policies and procedures and conducted… Show more • Project Manager for the implementation of the accounts payable module for the City of Philadelphia to automate the Procure-to-Pay process which improved their efficiency and productively, allowed for better forecasting and resulted in improved customer service. • Functional advisor for the project team implementing the ERP solution at the City of Long Beach. Advised the team on the proposed implementation approach, assisted in the development of policies and procedures and conducted user training. Show less