Program Manager

• Apr 2023 - Present

Senior Implementation Project Manager

• Jun 2021 - May 2023

Currently managing an average of 10 enterprise projects with an ACV of $400,000 per project as a part IT professional service delivery team.•Owned, directed, and lead a workstream of 10 end-to-end enterprise software projects within scope, schedule, and quality throughout the software development lifecycle. Also assisted with change management and user adoption across several global clients. •Provided leadership and technical support to the matrixed multi-national, cross-functional, geographically dispersed team by developing technical documentation and validation efforts. •Communicated with various geographically dispersed stakeholders to identify risks and mitigation plans throughout various projects as they evolve to benefit the overall program. •Managed all aspects of an implementation project from start to finish, building and managing project plans, including working with the sales team, planning, organizing, overseeing workflow, and communicating project/program health to key stakeholders•Collaborated and consulted with the sales team and client to define complex requirements into clear objectives and goals. •Monitored client validation to ensure that goals are being met throughout the implementation process•Worked with senior leadership to transform tedious processes into sub-processes and information governance models for better accountability and execution. •Conducted post-implementation sessions to ensure all features have been implemented successfully and aligned with the client’s objectives and financial benefits. Show less

Senior Consultant/Project Manager

• Apr 2021 - Jun 2021

Oversaw multiple medium size projects as part of the overall AMS contract delivery to the client, while managing resources based on shifting priorities across various projects to ensure quality service delivery. •Developed ROMs, and solution documents to facilitate the proposal of new projects and services. •Worked with business leadership, testing lead, quality management, and project team to finalize requirements and ensure complete end-user readiness. •Motivated, coached, and mentored project team members to look at the big picture and take accountability for their respective work •Compiled project requirements for the development of Software Applications and Ad Hoc reporting, including documenting stakeholder requirements and tracking milestones •Communicated effectively with client and internal team regarding project status, presenting effective reports (oral and written) to all levels. Show less

IT Project Manager

• Nov 2019 - Apr 2020

Tasked with preparing requests for proposals (RFP), contracts, and project documents and managed the implementation of multiple government/municipalities eCommerce projects through the software development lifecycle using custom website development and in-house content management system (CMS). •Managed multiple projects with budgets of $250,000 in a fast-paced environment using PM tools i.e. Confluence, Wrike, Jira, and Microsoft Project. •Identified and guided changes in the project scope, and ensured appropriate project planning and standards are taken to reassess the project budget, quality standards, and testing while managing client relationships. •Delivered systems training to end-users in the healthcare industry in-person and online. •Listened attentively to client feedback and worked with the product development team to introduce custom add-on services to improve customer satisfaction. •Organized and led cross-functional team meetings, taking meeting minutes, and conduct design reviews, variances, and quality assurance to ensure projects are aligned with the client’s business objectives. Show less

IT Project Manager

• May 2018 - Oct 2019

Managed the upgrade and project delivery of applications projects, data center infrastructure projects, and technical secure communication upgrades within GTS program for public and private sector clients. This was achieved through a hands-on approach, working independently and closely with stakeholders, managing resources and budget, continuously assessing risk register, identifying and documenting changes in project scope, and ensuring appropriate governance structure and evaluation of project outcomes with the client’s strategic objective. •Developed project plan, reviewed contracts, and managed all phases of over 6 IT projects simultaneously, using both waterfall and agile methodologies, resulting in 90% of projects being completed ahead of schedule and within budget. •Oversaw meetings with key stakeholders to identify and manage scope creep, evaluating risks, prioritization, forecasts, and deployment for complex application projects and data center upgrades. •Took initiatives, assisted, and provided insight to the PMO with the implementation of existing project management processes based on industry best practices, policies, frameworks, and project governance/controls, tailored to IBM’s organizational structure. •Provide mentorship and supervision to the project team, project coordinator, and junior project managers on best practices, and accountability and to take positive action for their assigned roles and workloads. •Provided written and verbal communications, including weekly reporting and presentations to internal and external stakeholders on project progress in advance to aid in sound decision-making. •Worked with clients, internal and external partners, and third-party vendors through all phases of the implementation to successful completion. •Defused conflicts and provided training to 3 project teams on IBM’s processes, conduct scrum sessions and waterfall project management methodologies, and best practices. Show less

Account Manager/Business Development/Operations

• Nov 2008 - Aug 2016

Successfully drove business performance within the Caribbean region by effectively managing a portfolio of 500+ small and medium-size clients across 17 countries. Delivered creative and appropriate service solutions to different tiers of targeted customers while managing stakeholder partnerships and project management triple constraint. Liaised with customer service, operation teams and vendors while managing and maximizing pipeline strategy, market share, and ensuring customer engagement are maintained. •Identified key entry points to enhance market penetration and effectively analyzed data to optimize customer satisfaction and grew revenue by 108% to plan in 2015 and 112% to plan in 2016.•Developed strategic plans and introduced new processes to improve account and KPI tracking which led to a 20% increase in overall revenue growth resulting in the department ranking 3rd globally in 2016.•Managed all phases of logistic projects from procurement to commission. •Coached and provided in-depth data-driven evidence and direction to the sales and operations teams to correct operational performance deviations towards specific KPI targets.•Increased savings by initiating and fostering relationships with vendors to communicate on problem-areas and work closely to resolve.•Boosted client satisfaction and reduced lost customers from 25% to under 3% across the portfolio. •Restructured and effectively managed 5 delivery routes and ensure information is updated in real-time as they are completed improving client satisfaction and saving 40 man-hours monthly. Show less

Operations

• Nov 2008 - Aug 2016

Account Manager

• May 2004 - Nov 2008

Responsible for increasing product volume, market share, and profitability in targeted recycling accounts. Developed and implemented strategic initiatives based on geographic location and customers’ buying patterns, designed to optimize the performance of key accounts Responsible for increasing product volume, market share, and profitability in targeted recycling accounts. Developed and implemented strategic initiatives based on geographic location and customers’ buying patterns, designed to optimize the performance of key accounts