Nancy Pelletier Email & Phone Number

As a Sr. Director of Delivery Services, I oversee 3 key areas within the IT space: - Technical Project Management- IT Deployment and Procurement- Service Desk Support. Each area consists of a fully remote team, dedicated to supporting their key functions. My responsibilities in this role include: • Directly managing a team of 8+ resources across the 3 functional areas.• Hire, train, and mentor the technical project managers with the goal of developing a strong PMO in IT.• Mentor and coach direct reports.• Evaluate processes and look for opportunities to increase team efficiency.• Participate in the IT budget planning process.• Manage expenses and look for cost-saving opportunities related to IT.• As an individual contributor, manage business-critical security and infrastructure projects for the organization.

United States

• Partnering closely with the CIO, CTO and CISO to deliver business-critical security and infrastructure projects. Projects such as M&A integrations, data center migrations and security application deployments are examples of recent projects completed. • Built, trained and managed the PMO team in the IT organization where a PMO didn’t exist.• Led by example to demonstrate the value of project management while building a positive environment with a fully remote workforce.• As an individual contributor, managed high profile initiatives for the IT team with complex delivery requirements. • Introduced process improvements to efficiently manage tasks and project timelines. • Implemented tools such as MS Project and Confluence to effectively communicate project status and timelines.

• Assisted with the integration of HealthcareSource into symplr as part of the acquisition.• Partnered with IT to integrate the 2 companies in areas such as Office 365, Ticketing Systems and Phone systems.• Collaborated with Sr. Management to identify and mitigate risks due to the acquisition. • Worked closely with symplr Engineering to review and adopt symplr’s Software Development Cycle and agile methodology for releasing software.• Trained legacy HealthcareSource staff on symplr processes and tools.• Transitioned IT responsibilities from previous role at HealthcareSource to symplr IT staff via knowledge transfer sessions while continuing to maintain operations with 99.99% SLA uptime.

Woburn, Massachusetts, United States

• Management of IT and Cloud Operations, including IT Service Desk, DevOps and TechOps functions.• Responsible for team restructuring to align with business needs. Recruit new employees/contractors to fill skill gaps as needed.• Managed the IT budget and vendor contracts. • Provided project management support for key initiatives such as server upgrades and migration of product offering to AWS. • Supported day to day operations of our product suite running in the hosting Data Center and public cloud environments.• Facilitated the annual SOC2 audit with external auditors. • Responded to Client RFPs and Security Questionnaires.• Participated in the quarterly planning process with Engineering and Product Management. • Created and led the Security Operations team at HealthcareSource. Was the champion for all things related to security, including security awareness training, addressing security incidents, and implementing process changes.• Was the escalation point for all production environments.• Conducted retrospectives (RCAs) with cross-functional teams to promote continuous improvement.• Implemented process changes to increase efficiency, reduce errors and improve quality for our clients.

Woburn, Ma

• Recruited and onboarded new team members for a greenfield product build. Roles included staffing for key positions such as Software Engineers, QA, Project Managers and Product Managers.• Created SCRUM teams and implemented SAFe practices for the delivery of new product software in support of client requirements. This included agile training/coaching for new team members, SDLC process and setup of JIRA for measuring progress and delivery metrics. • Introduced program management concepts to the Engineering team, working closely with various leads to help improve product delivery rates.• Managed the product delivery for the HealthcareSource Hiring Solution, working closely with a remote team of developers in Chattanooga, TN.• Facilitated agile delivery best practices to help the development team improve quality, timeliness, and velocity.• Coordinated product releases across several teams via release plans.• Improved internal and external communication of product releases.• Worked with client facing teams to address customer issues and help to reduce churn.• Created dashboards in JIRA to measure key metrics

Burlington, Ma

Team Management: • Directly managed 11 resources including IT Engineers, Project Managers, Business Systems Analysts, Creative Designers and Email Developers.• Maintained staffing budget to meet company goals.• Managed resource allocations across multiple teams to ensure projects are staffed properly and within budget.Project Management:• Managed projects for assigned clients, ranging from custom database integrations to software implementations.• Facilitated the delivery of internal project initiatives to grow and foster company’s technology plans.• Managed client relationships during key implementations.Process Improvement:• Provided training and coaching for employees on Agile Scrum and project delivery methodologies.• Monitored and reported delivery metrics to Senior Management Team.• Evolved internal processes with the goal of improving quality and team efficiency. Two recent achievement examples are: o Roll-out of project planning tool (Projector) in Jan 2017 for 89 Degrees Finance Teamo Implementation of the 89 Degrees Project Life Cycle in Q2 2017 Day to Day Operations:• Monitored change management activities for Production systems.• Facilitated and led triage process for production issues. Implemented RCA process for 89 Degrees.• Managed 3rd party vendors, including contract negotiations, SLA compliance and day to day support.• Managed the IT and data center operations for the business.Sales Support:• Participated in pre-sales activities including RFP responses, Statement of Work creation and in-person sales pitches.

Burlington, Ma

• Introduced and implemented the Agile Scrum process for an organization of 65 people.• Implemented the tools (JIRA, Confluence and Tempo) to support the new process.• Developed training materials and conducted training for every employee around scrum and utilizing the tools.• Coached employees on Agile to build high performing teams.• Managed several projects for various marketing initiatives including: Database CRM implementation, SAS software implementations, and custom product offering called Secure Sending Services for Australian based client. Managed a team of 8 people.• Introduced the Business Systems Analyst (BSA) position to the company.• Hired and trained new team members, both BSA and PMs.

Billerica, Massachusetts

Billerica, Ma

In this role, I was responsible for the overall success of various types of project implementations. My position involved managing both internal and external projects with the primary responsibility of ensuring the projects are delivered within scope, budget, and project timelines. One of my key responsibilities was also to build and maintain positive, working relationships with clients. Other responsibilities included: • Presenting project status reports to Senior Management and Project Stakeholders• Mitigating risks and issues in order to ensure the project progresses• Facilitating planning sessions, daily scrums, and other agile related activities within the scrum teams• Communicating efficiently both verbally and written to ensure information is shared across the organization• Evaluating current processes and make recommendations to streamline procedures• Adhering to the PAREXEL Project Life Cycle processes as defined by the PMO• Assisting with the on-boarding of new team members

Wakefield, Ma

As a Senior Project Manager at Epsilon, I was responsible for leading internal projects through the software development lifecycle using Agile Scrum methodologies. As the scrum master for a multi-million dollar project, I was responsible for delivering a new email/SMS marketing platform for the Digital Technology Group. I managed 2 scrum teams directly and helped to facilitate daily scrums, demos, and planning sessions. I was also responsible for the overall program management along with coordinating 4 other teams involved in the project. Other responsibilities included:• Providing weekly status reports to Executive Management team• Working with both domestic and international project teams, across 3 different time zones• Managing 3rd party vendors to deliver services as required by the project team.• Training other associate project managers with project management and scrum processes

Woburn, Ma

As the Director of Customer Delivery, I was responsible for a team of 5 individuals comprising the Program Management group at XIUS. I facilitated customer deployments both domestically as well as in international countries with the implementation of XIUS’ prepaid billing systems. I was also responsible for customer integrations where existing clients enabled features like SMS, MMS, and e-commerce transaction processing. One of my key responsibilities was to build and maintain positive, working relationships with clients. Other responsibilities included:• Helping to negotiate customer contracts and defining service level agreements (SLAs)• Working with off-shore Development and QA teams to deliver custom changes to the core platform• Reporting weekly status updated to Executive Management on overall health of client accounts and projects• Supporting yearly SAS70 audit initiatives with 3rd party auditors• Managing company-wide master schedule for software releases and production installations• Leading critical situation conference calls during production issues

Bedford, Ma

As a Senior Product Manager for bcgi, I was responsible for identifying and documenting business and technical requirements for multiple product lines. I worked with cross-functional teams to support timely implementation of platform enhancements for both roadmap initiatives as well as customer requested changes. Working the Domestic and International Sales teams, I supported the RFP process with providing answers to questions around product functionality, performing demos, and visiting potential clients. Other responsibilities included:• Providing product expertise for multiple product lines to the organization. • Assisting internal teams with resolving Production issues. • Developing strong customer relationships. • Guiding external customers through the requirements gathering process. Documented use cases, project deliverables, and detailed requirements in Statement of Work (SOW). Communicated pricing and high level project timelines. Followed project life cycle processes and obtained necessary approvals.• Providing product related training sessions and assisted Technical Writing team with the creation and maintenance of product documentation.

Bedford, Ma

As the Reporting Manager, I was responsible for supporting company-wide reporting needs across all products for both external and internal customers. In this role, I worked with customers to identify custom reporting requirements specific to their product implementation. I also worked closely with the Product Management team and proactively developed report specifications in order to support roadmap initiatives and product changes. Other responsibilities included:• Coordinating the testing and deployment of report releases through QA and into the Production environment• Developing Revenue Assurance procedures to meet Reporting SLAs and ensure audit compliance• Managing a team of 5 resources, responsible for delivering, daily, weekly, and monthly reports to external clients.

Woburn, Ma

In this role, I was responsible for providing weekly and monthly reports to clients. I also supported carrier Prepaid implementations by responding to questions or troubleshooting reporting issues. I created custom weekly and monthly statistical reports to track product specific performance and automated recurring reports whenever possible. Other responsibilities included:• Performing detailed analysis of data as requested by clients and writing adhoc SQL scripts to extract data from Oracle data warehouse• Reviewing functional specs for future product releases and identifying reporting needs• Performing data validation of new report releases

- Responsible for gathering and reporting on the quality of the products being manufactured at Malden Mills.- Managed a team of individuals dedicated to ensuring quality standards were being met with the products.- Designed and implemented an automated tool to gather data regarding the quallity of the products being inspected by mill employees.- Created training tools and held training classes to educate union employees on how to inspect the products and use the automated tool to gather the data.- Created a database to store the data. Developed and generated statistical reports showing the quality of products being manufactured. Used the reports to identify issues for production teams to resolve.