Experience

XenTegra
• United States
• IT Services and IT Consulting
• 1 - 100 Employee
• Project Manager

  • May 2021 - Present


Impartner Software

• United States
• Software Development
• 100 - 200 Employee

• Client Success Account Executive

  • Aug 2019 - Nov 2020

  - Managed 24 new project implementations and seven program re-brand projects. Responsibilities included: identifying and documenting program requirements; creating technical workflows; developing project plans and implementation timelines; working with internal resources to stand up, configuring, and customizing client solutions; scheduling and facilitating implementation meetings; training clients on how to use their products; coordinating UAT and mitigation of issues; scheduling program go-live activities. - Managed 45 accounts, ranging from small local companies to multi-billion-dollar international corporations. Responsibilities included: building and strengthening relationships with stakeholders, key business executives, and operational staff; scheduling and facilitating regular status meetings and executive business reviews; identifying up-sell opportunities within each account; facilitating training on dashboards, reporting, CMS tools, and administrative functions; suggesting best practice modifications to programs that were not performing successfully as expected; and, coordinating with the support and development teams to maximize client satisfaction.



Amplifinity

• United States
• Software Development
• 1 - 100 Employee

• Client Success Manager

  • Jan 2017 - Aug 2019

  Amplifinity was purchased by Impartner in August of 2019 - and I continued in my role as a Client Success Account Executive through November of 2020. Please see Impartner above, for a description of my duties. Amplifinity was purchased by Impartner in August of 2019 - and I continued in my role as a Client Success Account Executive through November of 2020. Please see Impartner above, for a description of my duties.



Coretek Services

• United States

• IT Project Manager

  • Apr 2014 - Nov 2016

  Managed over 35 IT and Application Implementation projects. Recent examples:- Lead phase II of a virtual workstation production pilot for Magnolia Regional Health System in Corinth, MS. Responsibilities included: resolving remaining phase I issues, scaling the pilot environment to accommodate additional users, integrating additional applications and profiles into the environment, coordinating UAT and go-live support. Technologies used included: Citrix 7.6, Imprivata 5.1, & AppSense.- Managed an Imprivata Upgrade project (versions 4.7/4.8 to an enterprise standard of 4.9) for Ascension Health, for their facilities in Arlington, IL, Bridgeport, CT, Grand Blanc, MI, and Saginaw, MI. Project included: replacing physical appliances with virtual appliances, building a test environment, coordinating UAT and remediation for all profiled applications, planning and scheduling go-live activities support.- Co-managed a Java Upgrade project (version 6u33 to 8u45) for all Ascension Health organizations. The upgrade included deployment of an XML rule set, which opened the appropriate version of Java for each application based on defined .exe, IP address, or fully qualified domain name.

• IT Project Coordinator

  • Jun 2012 - Apr 2014

  - Managed the successful delivery of all packaged applications for a Windows7 green field refresh project, for OhioHealth in Columbus, OH. Project included: coordinating with deployment team to identify needed applications; assigning applications to the packaging team; coordinating functional testing; and, coordinating with the UAT team to assure all application packages were approved for production prior to each unit’s go-live date.- Managed application packaging, UAT, and production approvals for all applications packaged for a Windows7 upgrade project, for seven Trinity Health facilities in Wayne and Washtenaw counties.- Managed, scheduled, and coordinated 2,200 in-place workstation upgrades to Windows7, for the Trinity Health Headquarters in Farmington Hills, MI.



Cengage Learning

• United Kingdom

• Project Manager

  • Jan 2012 - Jun 2012

  Managed the successful conversion of textbooks from print to an interactive, digital platform. Responsibilities included: communicating and partnering with key stakeholders, conversion vendors, and other cross-functional teams within Cengage; obtaining digital inputs required for programming; reviewing titles and writing conversion instructions for the vendor; assigning work to a conversion vendor; tracking key milestones; coordinating third-party quality assurance testing; completing a review of the final digital product; and, troubleshooting xml code and application issues.



Pulte Group, Inc.

• Canada
• Market Research

• Web Project Coordinator

  • Jun 2010 - Jan 2012

  - Coordinated with local market leaders and the legal team to develop, edit, and publish web content, marketing communications, and marketing graphics for Pulte's four national consumer websites. - Developed business requirements to increase the efficiency of the web content change request system. - Coordinated a national web promotion for Pulte's local marketplace websites. - Coordinated with local market leaders and the legal team to develop, edit, and publish web content, marketing communications, and marketing graphics for Pulte's four national consumer websites. - Developed business requirements to increase the efficiency of the web content change request system. - Coordinated a national web promotion for Pulte's local marketplace websites.



Invescor LTD

• United States
• Financial Services
• 1 - 100 Employee

• Marketing Project Coordinator and Lead Marketing Writer

  • Oct 2008 - Jun 2010

  - Managed the implementation of Salesforce CRM. Responsibilities included: developing business requirements; customizing screens, data elements, and reports; creating use cases, user profiles, and permissions; scrubbing existing CRM data and importing it into Salesforce; coordinating user acceptance testing; and, writing/coordinating user training. - Created a Microsoft Access database to track compliance approvals for all marketing assets. - Developed validation rules and coordinated three phases of UAT for a web-based Application. - Wrote, edited, and managed over 1,000 marketing documents, including brochures, presentations, HTML emails, national press releases, web pages, and content for web-based systems. Worked with compliance attorneys and other compliance staff, to assure all marketing assets adhered to state and federal regulations and statutes.



The Auto Club Group

• United States
• Insurance
• 700 & Above Employee

• Project Consultant

  • Aug 2004 - Feb 2008

  - Coordinated several phases of a computing infrastructure replacement project that replaced all computer equipment at 165 field offices in eight states. Responsibilities included: developing user test-plans for two technology solutions; scheduling users to participate in testing; surveying users after testing was complete; analyzing post-test feedback to determine solution preferred by users; writing and sending user communications; creating user job aids and a project website to aid staff in using the new hardware; developing and coordinating a user support plan; acquiring and scheduling resources for go-live support; and, leading post-deployment “lessons learned” feedback sessions.- Managed the production of the “Customer Interaction – Foundation Skills” training CD. This included: writing a script; obtaining voice talent; supervising the recording and editing of voice tracks; developing cover artwork; and production/distribution of the final product to all AAA offices.- Lead effort to combine five separate intranet sites with similar content into a single, unified website.

• Business Analyst

  • May 1999 - Aug 2004

  - Lead effort to write two processing and billing reference manuals. This included: meeting with subject matter experts; developing system process flows; assigning work to multiple writers; compiling, editing, and gaining approvals from processing, underwriting, and billing departments; and, publishing/distributing final versions of the manuals.- Wrote a variety of process flows, job aids, reference manuals, newsletter articles, and procedures for processing AAA’s membership and insurance products.- Assisted and trained field sales and service personnel in investigating and resolving processing and billing-related issues for all AAA insurance, membership and cash processing systems.

• General Supervisor

  • Jan 1998 - May 1999

  Supervised an outbound telephone sales team comprised of 16 sales associates; interviewed, hired and trained new sales associates; coached and mentored associates on customer service and telephone sales techniques; employed motivational methods including development of sales incentive contests; investigated and resolved complaints from clients; completed projects and production reports for area management.

• Quality Assurance Representative

  • Oct 1995 - Jan 1998

  Monitored the telephone presentations of all sales associates, support clerks, and advisors in the Membership and Emergency Road Service call centers, provided feedback to the representatives and management on employee performance, completed sales and customer service training for all new sales associates and support clerks, facilitated quality counsel meetings, and completed performance reports for area management.

• Branch Utility Clerk

  • Apr 1995 - Oct 1995

  Serviced AAA members by selling and/or providing them with maps, trip-tiks, tourbooks, passport photos, international driving permits, and cellular telephones. Initiated/coordinated a branch-wide office paper recycling program. Maintained inventory of all maps, tourbooks, and branch office supplies and ordered supplies as needed. Stocked service counters with maps, tourbooks, brochures, and other supplies.

• Telemarketing Monitor

  • Jul 1990 - Apr 1995

  Monitored the telephone presentations of all sales associates in the membership sales center, provided feedback to the representatives and management on employee performance, completed sales and customer service training for all new sales associates.

• Telephone Solicitor

  • Nov 1988 - Jul 1990