SGentryResume

Stephanie Gentry (702) 608-7573132 Short Ruff Way, Las Vegas, NV 89148 [email protected]

Experienced Project/Program Manager

Expertise in professional services, managed services, government contracting, data center implementations, management and operations, gaming and hospitality, information technology, regulatory and product compliance, research and development, hardware and software development, change control, quality assurance, sales and marketing, manufacturing, customer service, and training and implementation.

Accomplished project manager (Agile, PMP, IBM Project Management, and KT Kepner-Tregoe), integrating service delivery and offshore management, program management, client engagement, vendor management, requirements analysis, process improvement, quality assurance, and proposal analysis, management, and development.

Well-versed in ITIL, ISO 9000:2001 and Cisco Gold (ISO 9000:2001 and Cisco Gold audit participant)

Expert knowledge of software development lifecycles (Agile, Waterfall, Iterative) TSA Contractor Clearance

Technical Skills

Microsoft Office, Access, Project, SharePoint, Visio, Salesforce, Netsuite, Footprints, TestTrack Pro, JIRA, ServiceNow

Work History

Senior Project Manager/Program Manager, Trace3, Inc. (Managed Services) 2014-2015

Switch SUPERNAP data center implementations lead (level of effort, statements of work, resource planning, budgets and billing, deliverables, and project closure). Interacted with account teams, product teams, clients, and vendors. Implementation budgets ranged from $50,000 to $600,000 USD.

Transitioned 90% of all implementations to ongoing services, which resulted in a 50% increased revenue.

Established change control, created reusable project planning templates and foundation library.

Created reusable processes and templates, including team and client utilization reports, client service request activity (to ensure service level agreement compliance), and team and client standard operating procedures.

Utilization reports justified adding four technicians to Managed Services team, which increased team size by 50%.

Created service offerings (client account reviews, equipment health check reports, service level agreement adherence, request submission metrics, etc.).

Created additional billables and increased monthly revenue by 25%. Client utilization, health checks, and metrics reports increased ongoing services hours,

resulting in increased monthly recurring revenue.

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Salesforce administrator and master scheduler for client service requests.

Hands-on involvement increased service level agreement adherence and client satisfaction by 90%.

Participated in Cisco Gold audit to ensure division was in compliance with documentation retention, archival, and versioning requirements.





IT Project Management Consultant, Taos Mountain, Inc. (Professional Services) – Trace3, Inc. 2014

Prepared project documentation, communicated with internal and external stakeholders and subject matter experts, conducted user acceptance testing, and insured Salesforce service ticketing system project remained on track, despite no requirement specification or statement of work.

Rolled out Salesforce service ticketing system for client ON-TIME and UNDER budget. After stabilization, conducted a gap analysis that identified multiple gaps in functionality.

Due to these gaps, successfully negotiated multiple feature enhancements at no change to client.

Conducted lessons learned meetings at project’s conclusion, and identified gaps in selection and functionality of product, management of implementation, testing, and go-live.

Using service ticketing system, created a process by which all project implementation tasks were broken down into “tickets” and scheduled in master calendar accordingly. This effort resulted in an offer of employment from client.

Senior Project Management Consultant, Experis - IBM Global Services (Professional Services) 2012-2014

Projects ranged from $500,000 to $5,000,000 USD. Used processes, methodologies and project management tools, performed risk management

and impact analysis, applied quality management processes, and performed detailed project planning (deliverables, efforts, timeframe, project review and control), noting complexity, participants, and integration with other systems and projects.

Collaborated with clients to identify and select appropriate solutions and associated required strategies, monitored and managed projects as per expected results and agreements, evaluated results, benefits, and the quality of the service, and provided feedback at project conclusion.

Participated in change control committee in determining if a client’s request was core functionality or feature enhancement. Assisted with request sizing (requirements specifications, criticality of request, time, cost, resources), and negotiated with client and development team for implementation of request.

Project Management Consultant, Experis - IBM Global Services (Professional Services) 2011

Projects ranged from $100,000 to $1,000,000 USD. Solved business and technical issues to deliver business consulting, business process

design, systems integration, and application design and management regarding feature requests, PCI compliance, integration, rollout, and stabilization, and service level agreement support.

Organized and managed technological resources for project development, testing, and delivery, and proposed needed deliverables to satisfy business objectives, priorities, and agreements.

Performed project planning noting complexity, participants, and integration with other systems and projects.

Produced project documentation, and strategized with clients to identify and select solutions.





(Independent Consultant) Project Manager and Business Analyst 2007-2011

Advised clients of best practice, specifically, enterprise-wide adoption of quality process improvement, adherence, and performance measurement.

Projects ranged from $50,000 to $150,000 USD. Analyzed procedures with recommendations for improvement, trained and mentored

employees, and created and standardized corporate branding. Analyzed and documented best practices for hotel-wide software upgrade that included

rollback procedures, and instructions for hotel-wide manual operations during major upgrade.

Project lead for product development and deployment, regulatory compliance, and support initiatives. Produced project documentation and end-user documentation as per negotiated client-identified deliverables.

Assigned and tracked work, reported status, tested product and escalated issues; SharePoint administrator for company knowledgebase and document library, and issued release notifications.

Interviewed subject matter experts and product owners, and produced storyboards, use cases, test cases, and end-user documentation in support of software and hardware product lifecycles.

Analyzed and interpreted regulatory requirements and tested products to ensure requirements met client expectations; submitted defect reports detailing steps to reproduce with severity and priority where appropriate.

Project Manager/Senior Technical Writer - Aristocrat Technologies, Inc., Las Vegas, NV 2005-2007

Created project descriptions with scope and objectives, work breakdown structures, and resource requirements for all major projects.

Designed, developed, and published technical curricula and materials for employees and clients, including user manuals and product information for game platform and systems documentation.

Researched and analyzed engineering schematics, specifications, and test plans. Analyzed and interpreted regulatory requirements and tested and verified products to ensure requirements meet client expectations. Submitted defect reports that detailed steps to reproduce with severity and priority where appropriate.

Education

BA, English – University of Maryland Europe AA, Sociology – College of the Canyons, California

Professional Affiliations

Project Management Institute Society for Technical Communication Cambridge Who’s Who




Documents

SGentryResume