Jill Hart Email and Phone Number

- Managed IT Custom Implementation projects for new business.- Master PM / SME for Healthcare project time recording, demand management and governance.- Graduate Emerging Leaders Program-Nominated and selected by upper leadership to attend a six month Leadership development program. Completed essential training in business acumen, QDM, LPSP, DISC, effective communication, leading through change, delegation, emotional intelligence and more. Fall 2021

Senior Contract PM for ISD managing all enterprise call center initiatives.

Project Manager in change of several company wide initiatives.

Project Manager for the IT Shared Services Team.Responsible for all facets of Project Implementation; Initiation to closeMaintained Scope, Timeline and Deliverables for all phases of Project Implementations. Managed client expectations, implemented service improvement initiatives and communicated with Senior management on service-related issuesIn charge of sourcing, purchasing and budget complianceServing as lead for all PPM related activities for Web Hosting/Web Ops/Mobile  groupProgram management of projects across Web Hosting/Web Ops/Mobile Served as a Super user for our Project Management System (HP PPM) – provided support to staff SharePoint site developer for all projectsCreation of SLA documents for all Global Web Hosting clients

Project Manager within HR group focusing on Strategic Initiatives. Responsible for management of projects gathering executive level assessment dataIn charge of gathering and presenting all data gathered within several matrices that provided a user interface for executive management promotion and advancement.Analyzed data to determine focus areas for growth, education and development.Maintained relationship with HR Business PartnersResponsible for the creation and maintenance of all business documentation and instructional guides; As well as user guides for internal HR use.

Sr. Project Manager for the ePMO Team.Responsible for all facets of Project Implementation Maintained Scope, Timeline and Deliverables for all phases of Project Implementations.Managed client expectations, implemented service improvement initiatives and communicated with senior management on service-related issuesIn charge of purchasing and budget compliance.

Sr. Project Manager for the TSG GIS Integrations projectsResponsible for all facets of Project design, build and implementationComplied with all SDLC MethodologiesPlanned and tracked multiple complex projects Responsible for coordination with CCB and Risk Management for all Major projectsManaged client expectations, implemented service improvement initiatives and communicated with senior management on service-related issuesIn charge of purchasing and budget compliance.

PM / BA for all New Software projects Responsible for all facets of Project design and implementationCreate all project documentation (scope, use case scenarios, functional requirements, technical requirements, project plan, test case development, QA and training documentation)Planned and tracked multiple projects Design process flows, forms and user accountsHold project planning sessions, team update meetings and lessons learned session.

PM / BA for all New Technology projects at OHEResponsible for all facets of Project design and implementationCreated all project documentation (scope, use case scenarios, functional requirements, technical requirements, project plan, test case development, QA and training documentation)Designed process flows, forms and user accountsHeld project planning sessions, team update meetings and lessons learned session.Performed all training on new systems (large group, one on one and web based)Managed implementation floor support for all projectsIn charge of development lifecycle and risk management for all new IT projects.BA for Predictive Dialer implementationCustom, in house system, in use by 1300 employeesDesign and support all existing and new functionalityIn charge of integration with Microsoft Dynamics CRMPM / BA for Communicator system - SharePoint .net portal for Faculty and Advisors to further persistence across brandsBA / PM for web based compliance auditing system PM / BA for Web based Recruitment Management System for all recruitment for OHE as well as full time faculty for AiPOD, SUO and AUOPM / BA for web based automated system for the Performance review processes across all schools.PM/BA for the Avaya Contact Center Replacement projectTools: SharePoint, Windows, Office 2007, Visio, MS Project, MSSQL, JIRA and Planview

Responsible for all facets of Project design and implementationCreated all project documentation (scope, requirements, project plan, QA plan and training documentation)Designed process flows for new functionality.Managed Regional telecommunications projects for the National Financial Services Call Center as well as PNC corporateManaged / Supported all technologies and applications that directly interface with the Avaya PBX's and G650'sReviewed all critical e-commerce business applications and their recovery ratings to determine value for disaster recovery and identify single points of failure. Managed and maintained internal website for NFSC MIS departmentTools: Windows, Office 2003, Visio, MS Project, MSSQL and Unix

Connections Call CenterPM for Telephony and Contact Center ImplementationsDesigned an eight week Customer Service Representative training program designed to staff other call centers in the Pittsburgh and surrounding areas.Created training materialsCoordinated curriculum with local financial institution call centers for immediate placement upon course completionDesigned and implemented a multi-location outsourced call center for a 77 year old Not-For-Profit Located in PittsburghDesigned and replaced current telephony hardware Designed and managed all new DSL, T1 and point to point fiber installations Responsible for all facets of Project design and implementationCreated all project documentation (scope, requirements, project plan, QA plan and training documentation)Designed process flows, forms and user accountsHeld project planning sessions, team update meetings and lessons learned session.System Admin for Nortel PBX and Voicemail systemDesigned and implemented all IVR, Voicemail and Station configurationsManaged internal and external websites

Managed Departmental LAN with 1000 users and PCsConsultant and team lead for web site developmentManaged Web Server for department websiteIn charge of maintaining all PC's and Computer based equipment with the Laboratories in the DepartmentDeveloped and implemented policies and procedures for all technology and help desk related issues within the Department.Coordinated and Implemented a Departmental inventory of all hardware, software and licenses for the departmentResponsible for all facets of Project design and implementation for department projectsCreated all project documentation (scope, requirements, project plan, QA plan and training documentation)Designed process flows for new and existing system usageTools: Windows, Office 2000, Visio, MS Project, MSSQL, Novell and Unix

Owner and Developer for a telecom consulting firm that serviced four counties in three statesWrote VB code for backend IVR's and Call Center database functionalityCreated Custom e-commerce Websites Created interactive VB code for interaction between websites and PBXResponsible for all facets of Telecommunication Project design and implementationCreated all project documentation (scope, requirements, project plan, QA plan and training documentation)Tools: Windows, Office 2000, Visio, SQL and MS Project

Designed and implemented "Click to talk" Web Based applications as well as customized GUI database interfaces for Agents.Designed, created and implemented large IVR, ACD, VoIP and Call Center Systems in the Pittsburgh Area (20 - 400+ seats)PM/BA for ACD/IVR solutions at Highmark Employee Benefits Division, Pizza Outlet and Yellow CabProvided support and web based customization of programming after implementation of system. Responsible for all facets of Project design and implementationResearched and analyzed customer business processes and gaps there in.Created all project documentation (scope, requirements, project plan, QA plan and training documentation)Designed process flows, forms and user accountsHeld training sessions and provided support for all new implementations.

Senior Project Manager and Lead Engineer for all new client implementations.Managed design, development, implementation and training for all Custom software development. In Charge of all high end Pittsburgh contracts such as; PPG Flat Glass, Osram Sylvania and Avery Dennison.Managed Cincinnatti based clients including: GE Aircraft and Federal Banking.

In charge of all IT, Telecommunications, Classrooms and Instructional material at an offsite facility for CCBCCreated custom IT courses as well as taught A+ and Network+Managed all computers for the Beaver County Airport Instructional facilityServed as back up personnel for the main campus of CCBC