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Youngstown, OH 44514
North America Delivery Capabilities Practice Director
16 years experience W2
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Highly accomplished, business capabilities champion with over twenty-five years of experience working for progressive technology-based organizations combining people, process and technology to deliver value, process and efficiency for enterprise business. Results-oriented driven with broad-based expertise in full Software Development Lifecycle and Project Management methodologies. Self-motivated with excellence in business management skills, client relationship management and adherence to accountability in team scenarios, committed to improving business performance, process modeling project planning and execution.

North America Delivery Capabilities Practice Director
Jan 2015 - Jan 2015
HCL Responsible for growing and managing a North American (NA) Capabilities practice within Microsoft Dynamics 365 Line of Business. Contribute to P&L management for the NA region in line with revenue and margin targets. Develop methods focused on driving 100% customer satisfaction and project success to support rapid growth across several verticals. Oversee management, operation and performance of 250-300 North America consultants and managers to ensure targets and support. Delivery organization strategic goals. Accountable to Global Leadership for growing customer base on the design, implementation, and on-going support of D365 products and services. Manage the governance of the Project Management Office (PMO) providing performance feedback and goal-setting for PMO Team. Serve as escalation point and remediation lead for North America accounts, projects and programs. Conduct project audits to ensure adherence to process, best practice, high-quality deliverables, project performance and high levels of client satisfaction.
  • Collaborate with Leadership to define, prioritize, and develop projects and programs aligned with business objectives
  • Oversee success Centers of Excellence (CoE's) for Delivery Organization (PM, BA, Dev, Data, Solution, Applications, Quality)
  • Attract and retain top talent in MSFT Dynamics Community. Motivate, mentor, train and coach teams.
  • Manage account and customer escalations facilitate on-site meetings articulate issues, mediation and resolution options.
  • Oversee installation and client acceptance of deliverables
  • Monitor on-site and remote day-to-day activities between client, onshore and offshore teams
  • Interact with sales, development, management and support to ensure continuity between the organizations
  • Plan and manage project schedules and budget
  • Own internal and external development of staff, processes, procedures, methodologies, and CoE's
Microsoft Excel PMO Project Management
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Sep 2013 - Dec 2014
Guided portfolio strategy planning for e-commerce and data processing focused projects. Managing product delivery, performance analysis and requirements discovery to determine and define project solutions. Mentor cross functional teams through project selection, developing improvements to existing project management methodologies, practice and tools. Provide guidance and improvements for employee training and retention plans. Liaise with client project teams in order to successfully meet project requirements and achieve overall business objectives. Acting as team lead engaged in planning, implementation, integration and project performance auditing.
  • Led Product Roadmap development for custom eCommerce software development
  • Developed Project Delivery Process and trained internal and client teams
  • Implemented Key Performance Indicators (KPIs)/advanced analytics for Executive Dashboards and reporting
  • Designed integrated processes needed to align with IT goals, and business objectives
  • Developed policies and procedures, program charters, and IT risk assessments
  • Developed remediation plans nonperforming Projects and client relationships
  • Implemented training plans for cross functional teams for business optimization, process improvements
Auditing eCommerce Strategies Process Improvement Program Management Project Management
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PMO Director
Apr 2011 - Apr 2013
PMO Director
  • Retail Travel & Insurance Divisions Provided Program Management Office leadership for large client engagements and the establishment of effective IT corporate PMO methodology, governance, process, structure, and training. Developed a delivery process to assist clients and project teams in defining, organizing and prioritizing work in large, complex project environments to achieve a high degree of success, ROI and client satisfaction. Enhanced the PMO by adding a level of maturity and discipline into the overall project management processes. Provided mentoring, training and interpretation of objectives to project managers within the PMO to ensure alignment with best practices and standardized methodologies for project management. Coordinated all efforts pertaining to IT services delivery, customer satisfaction, and IT services across all business groups. Beth Angelo, PMP Page 2
  • Prepared and reported project portfolio data, metrics, performance, earned value reporting and resource projection/variance analysis reports regularly to align with the project goals
  • Provided Project Team personnel management, professional mentoring, training and project management oversight as needed for critical and sensitive accounts
  • Developed skills assessment, training and incentive programs within programming, network, infrastructure and management teams to establish growth potential and bonus initiatives for teams
  • Conducted gap analysis between standards and the delivery of standards for incident management, change management and project management methodologies to explain and identify ways to improve satisfaction levels
  • Participated in corporate strategic development of methods, techniques and evaluation criteria for projects, programs, and people
  • Created staff utilization, capacity planning reports to periodically review with the business and senior management
  • Facilitated resolution and provided effective delivery of remediation planning to urgent customer concerns by providing focused consolidation and increasing the visibility of IT concerns at the program level.
  • Facilitated communication for IT involvement in pre-sale processes to define requirements standards in services and solutions, in order to best define cost models for sales teams
Change Management Incident Management MS Visio PMO Program Management Project Management
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Organization Improvements - Call Center/Customer Service Business Units / discussion for Senior Management
Apr 2011 - Apr 2011
Developed a Project Management Office (PMO) to support all divisions within Transactional Imaging divisions
  • Introduced simplified Project Delivery Process to Business teams
  • Engaged with Pre-Sales teams for better project planning and technology review meetings
  • Conducted weekly project review meetings and technology in Standards & Practice
  • Call Center/Customer Service Business Units
  • Broadened skill sets cross-trained PMs for transaction, core tools, infrastructure and call center projects
  • Trained & Mentored on MS Project best practices constraints, lags/leads, base lining & Risk Management
  • Simplified project management templates based on 'voice of customer' feedback
  • Implemented Risk Management Tools & Techniques
  • Developed and implemented earned value management, budget management and KPI management tools/techniques
Budget Management MS Project MS Visio Project Management Project Planning Risk Management
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Project Manager - Production Department Manager
Jun 2005 - Apr 2011
eCommerce Software Development Provided Project Management, Change Control Management, Resource Management, Process Improvements, Requirements Management, Documentation Management, and QA Management. Coordinated communication with stakeholders at multiple levels managed an organizational budget, schedule, and ensured performance through complete project lifecycles.
  • Prepared and reported project data, metrics, performance, earned value reporting and resource projection/variance analysis reports regularly to align with the project goals.
  • Maintained alignment of project scope with the set business objectives, recommending and managing change as needed to improve effectiveness and successful results. PCI Certification and Product Compliance Management Managed planning efforts for all network system changes, archival compliance, network/server security re-engineering and all policy and procedure documentation management relevant to compliance audit activities. Beth Angelo, PMP Page 3
  • Evaluated encryption processes, key management processes, system configuration standards, scans, patch management and penetration testing issues and recommended the controls and processes required to maintain compliance. State of Ohio
  • Department of Public Safety (Oplates) Directed all Web and IVR application development projects defined by fiscal year requirements for the development and production of highly complex software development for Ohio's Online License Plate Renewal Application, a contract value of $1.5M+
  • Directed in-house and virtual development teams with application/architecture leadership as well as designed best practices to maintain security goals and quality code throughout the project lifecycle. Product Development
  • Online Payment / Recurring Payment Processing Lead all technical implementation of integrations to the product including security management, infrastructure planning, and application development tasks as well as QA testing for internal and client testing.
  • Translated business rules into product solutions, including opportunity identification, requirements development, and application development management.
Application Development Auditing eCommerce Strategies PCI Process Improvement Project Management Quality Assurance Stakeholder Engagement
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Edit Skills
Non-cloudteam Skill
PMP - Project Management Professional
Project Management Institute - PMI
ITIL Foundation IT Service Management
ACP - Agile Certified Practitioner
Currently preparing for Certification - PMI
PMP Page 4
Project Management
eCommerce Strategies
Process Improvement
Application Development
Quality Assurance
Stakeholder Engagement
Program Management
Change Management
Incident Management
MS Visio
Budget Management
Microsoft Excel
MS Project
Project Planning
Risk Management