SUMMARY
Results-driven professional services manager with more than a decade of experience in software implementation and upgrades delivering on time and within budget. Strong background in information systems, vendor interface implementation and technology initiatives for the human resources and payroll outsourcing industry. Excellent ability to implement and document consistently repeatable processes in a non-standardized environment as well as review and improve upon existing processes. Expertise includes:

• Technical Pre-Sales
• Resource Planning/Leveling
• PMO Methodologies
• On/Offshore Outsourcing
• Cost and Expense Controls
• HRIS
• Business Development
• Project Management

PROFESSIONAL EXPERIENCE

Confidential Alpharetta, GA 1995-2009

Delivery Manager, NAS Implementation Services, 2006-2009

Led 12-member team of project managers, business analyst, and technical specialists responsible for upgrading more than 100 ADP’s Enterprise HR clients to a more current software version.

• Created staffing plans and balanced resources both on-shore and offshore for a shared resource pool based on multiple project requirements.
• Trained new team members on ADP’s implementation methodology, implementation tools and support.
• Worked with the sales team to ensure a smooth transition from the sales process into project delivery.
• Forecasted existing and future workloads based on sales pipeline.
• Working with ADP’s Enterprise HR product, managed both revenue and non-revenue based projects.
• Served as escalation point for both internal and client resources when project requirements changed, roadblocks were encountered and/or resource requirements changed.
• Worked extensively with client teams to ensure project requirements were being met.
• Conducted project audits and made suggestions for project and process improvements.
• Worked across multiple ADP business units on multi-service projects to present a consistent message to the clients from all team members.

Confidential 2004-2006
Led team that performed pre-sales scoping activities including project estimates and hours on premise-to-premise, premise patch and move to hosting projects on a fee-for-service basis.

• Served as project manager for all projects that had been scoped.
• Conducted on-site kick-off meetings; allocated both on-site and remote resources.
• Utilized MS Project extensively to track budget, time and resources.
• Consistently exceeded client expectations by delivering all projects on time and under/at budget.
• Conducted debriefing sessions with both internal and external teams; documented and implemented process changes across the upgrade team.
• Developed and delivered Enterprise HR Application Upgrade training to all internal resources and clients.

PROFESSIONAL EXPERIENCE – continued

Confidential continued
Upgrade Consultant, 2002-2004
Upgraded ADP’s Enterprise HR clients to a more current software version.

• Developed business based on internal leads; worked with clients to obtain signed statements of work.
• Conducted on-site kick-off meetings setting the proper groundwork for project expectations.
• Performed project management, technical work (PeopleTools and PeopleCode) and functional support on limited scope upgrade projects.
• Continued responsibility for Enterprise HR Application Upgrade class development and delivery with training survey scores consistently above 98%.

Application Services Manager, 1998-2002

Provided upgrades and tax updates to company’s Enterprise Payroll Services hosted clients.

• Worked with hosting center operations to make sure all environments for clients were refreshed in a timely manner, ensuring that existing customizations and/or existing patch environments were not overwritten.
• Coordinated testing of all upgrades with the payroll production team;
• Developed and delivered Application Upgrade class for both internal associates and clients. Consistently received top quality scores for training development and delivery.

Tier 3 Senior Client Support Analyst, 1995-1998

Served as Tier 3 support database expert.

• Performed advanced database tuning and troubleshooting on Oracle, SQLServer and SQLBase database platforms.
• Performed basic troubleshooting of SQR and ReportSmith reports and interfaces.
• Traveled to client sites to perform database tuning and crash recoveries in emergency situations.
• Served as technical knowledge expert of the Enterprise HR toolkit including Ebuilder (PeopleTools), Ecode (PeopleCode) and application security.
• Worked with development to test and verify product defects and patches to be applied.

Confidential Atlanta, GA 1993-1995
Technical Support Specialist

• Provided advanced technical telephone support for Brock's sales force automation clients.
• Performed basic administration and tuning on Informix, Oracle and Sybase database platforms on UNIX servers.
• Taught basic troubleshooting and UNIX skills class to professional services consultants as part of on boarding process.

TECHNICAL SKILLS