Heather Clements, PMP

10200 East Dry Creek Road                                                                                                     646-678-0595

Englewood, CO 80012                                                                                         clements2006@gmail.com

Program/PMO Manager

 

PROFESSIONAL SUMMARY:

·         14+ years of experience as a Program/Project Manager within various Business and IT environments.

·         Active member of Project Management Institute (PMI).  PMP certified.

·         Expert in MS Project, Primavera and Clarity/Workbench with over 15 years of hands-on experience.

·         Proficient in management tools and processes such as Primavera P6, Primavera TeamPlay, Microsoft Project 2003/2007/2010, MS Project Server 2010, MS Share Point, Clarity/Workbench and Earned Value Management.

·         Expertise in PMO policy/procedure development and implementation within Utility, Construction, Insurance, Telecommunications and Oil & Gas industries.

·         Managed financials for multiple projects including a multi-billion dollar wind farm construction project.

·         Knowledge of adult education practices with experience in curriculum development.

·         Extensive experience with risk management analysis, including the identification, prioritization and mitigation of risk within complex projects.

·         Demonstrated proficiency in various project and process management methodologies including waterfall, agile and the software development life cycle in multiple environments.

 

Technical Skills:

MS Office, MS Outlook, MS PowerPoint, MS Project 2000/2003/2007/2010, MS Project Server 2003/2007/2010, MS SharePoint, MS Visio, MS Word, Primavera P3 3.1/4.1/5.0/6.0/6.7/6.8, Primavera TeamPlay, PowerSteering 9.3, SAP, Cognos, Oracle, Adobe Acrobat, Adobe Photoshop, Lotus Notes, Maximo, Meridium, MS Access, MS Excel, MS Flow Charter, Clarity 8.0/9.1/10.0, Workbench

 

Professional Experience:

Cricket Communications (Insight Global)                                                          Greenwood Village, CO                                              

Sr. Program Manager – Knowledge Transfer                                                               April 2013 - Present

 

Managed the creation and delivery of training materials for Cricket Communications’ Enterprise Program Management Office (EPMO) in sequence with the implementation of Clarity 10.0 PPM delivered as  SaaS. Completed process development materials for use in development of the newly formed EPMO.

·         Created training materials for multiple aspects of the program and project management process, including detailed use of Clarity 10.0, MS Project 2010 and SharePoint 2010

·         Provided extensive Process Management by building out detailed processes for  project creation, capacity planning, risk creation and mitigation, communication management, schedule and financial development within Clarity

·         Incorporated Clarity PPM into established processes and facilitated process improvements

·         Introduced dashboard reporting to the Executive Leadership Board

Staples                                                                                                                                                  Aurora, CO                                                                                   

Sr. Program Manager - Project Management Consultant                             September 2012 – April 2013

 

Managed several high profile Workforce Management (WFM) projects with strict schedule timelines for the Staples Delivery Customer Service (SDCS) department. Implemented a large change initiative by delivering and training on the SaaS based portfolio management software, PowerSteering.

·         Trained all SDCS employees on PowerSteering software

·         Created step by step training guides for PowerSteering and SharePoint users

·         Rescue managed an IT Reporting project that previously did not meet schedule or budget constraints; project recovered and was implemented on time

·         Implemented WFM process improvements that saved 3.5 FTE within the department

·         Planned and managed the completion of WFM projects within a strict delivery timeline

·         Implemented absence report streamlining procedures for associate call in procedures for over 15 contact center locations

·         Provided accurate, clear and timely status reporting to senior business executives, including detailed process flows and procedure documentation

 

Exelon/ComEd (Rangam Consulting)                                                                                   Oakbrook, IL

PMO Program Manager Consultant                                                      February 2012 – September 2012

 

Provided Program Change Management direction detailing the creation of a Global Program Management Office focusing on the Customer Experience within the Marketing department at Commonwealth Edison.  Trained and mentored marketing employees on MS Project 2007/2010 and project management processes and concepts.

·         Led teams from different business units to ensure delivery of change initiatives that enhanced the customer experience and developed new ways to continue improvement of customer experiences

·         Monitored customer experience projects at different points of the project lifecycle to ensure that project and customer experience goals were achieved

·         Gathered and analyzed on-going customer research on the customer experiences

·         Utilized SAP to track financial data in relation to landscaping and road construction contracts.

·         Provided direct management of change initiatives within the call center that improved CSR performance and customer satisfaction levels.

·         Completed gap analysis relating customer perception versus operational performance

·         Developed recommendations for meeting targeted improvements

·         Mentored program members and provided training on MS Project and MS SharePoint 2010

TIAA CREF (TTI)                                                                                                                  Charlotte, NC             

Senior IT Program Management/PMO Consultant                                                   April 2011 – July 2011

 

Contracted to assist in the implementation of the Asset Management & Enterprise Application Services pilot. Led change management initiative that established newly revised Project Management Office (PMO) processes, procedures and company accepted project life cycle.  Trained Project Managers on the revised PMO practices, as well as mentored them on proper management techniques in each of the project management knowledge areas as identified by PMI.

·         Managed releases sent to the Pilot team for implementation into their everyday activities

·         Coached PMO members on the use of SAP and SharePoint within the newly revised PMO.

·         Audited projects to ensure policies and procedures were understood and implemented correctly

·         Facilitated risk identification workshops on all pilot projects

·         Developed training materials for use during presentations and for knowledge share

·         Conducted schedule and cost plan development training and refresher sessions

 

Duke Energy (Queens Associates)                                                                                         Charlotte, NC             

Senior Program/PMO Consultant                                                                      January 2011 – April 2011

 

Created the foundation of Smart Grid Project Management Office (PMO), a large corporate change management project.  Established disciplined approach to policies and procedures to provide standard operating discipline coupled with the establishment of communication hierarchies and common methodology.

·         Analyzed current work processes to establish improved reporting.

·         Provided backbone of PMO within Duke Energy’s Smart Grid PMO

·         Trained Smart Grid Project Controls department on established PMO policies and procedures

·         Managed and documented cross project dependencies

·         Established cross functional communication within Smart Energy department

·         Assisted in the establishment of Microsoft Project Server and SharePoint

 

GE Energy (Footbridge)                                                                                                    Schenectady, NY             

Senior Program Management Consultant                                                     August 2010 –December 2010

 

Provided Primavera P6 support and training to GE’s Project Controls division while developing project template schedules for various departments within GE Energy including Wind, Offshore Wind, Solar, Aero and Thermal.

·         Trained individuals within Project Controls and the GE Executive Management team on the use of P6 and industry standard EVA techniques

·         Expanded GE Energy’s Project Template Library with template schedules for multiple energy divisions

·         Analyzed and reported on current resource and budget planning data within Primavera, an Oracle based ERP

·         Created new Enterprise Business Structure within P6 to provide ease of data retrieval

·         Led improvements to current reporting structure that facilitated the dissemination of information internationally

British Petroleum (Turner & Townsend)                                                                           Warrenville, IL             

Senior Consultant - Project Controls Management                                                    May 2009 – July 2010

 

Provided project controls management for entire BP Tanks Program in a Primavera(P6) centered environment.

·         Worked closely with the Executive Program Management and Tanks Program members to obtain schedule status and ensure timely completion of project work

·         Managed offsite teams to ensure completion of external inspections and reporting

·         Assisted in contract negotiations for supplies and services

·         Increased forecast accuracy 30% within first month of hire

·         Worked with SAP financial data to track all purchase order data within the BP Tanks program

·         Identified and managed risks within Tanks Program

·         Mentored and trained project coworkers in scheduling and cost management concepts and methods

·         Monitored resource assignments while performing detailed schedule & cost analysis

·         Facilitated all team planning sessions and WBS development sessions

·         Completed and reported Earned Value Analysis as well as detailed reports on timeline and resource variances

 

Alliant Energy (Technisource)                                                                                         Cedar Rapids, IA             

Program Planner/Manager                                                                                   Sept. 2007 – August 2008

 

Developed and maintained integrated master program schedule and individual project schedules for a multi-billion dollar Wind Energy Development project while assisting in the implementation of Primavera 5.0.  This was a large corporate change effort that expanded Alliant’s business into the Wind sector.

·         Developed strong working relationships with the Project Directors in all areas of project management to ensure that program schedules were accurate, aligned and on track at all phases throughout the program lifecycle

·         Completed all project reporting within the program including analysis on Critical Path, Resource Usage and Earned Value (EVA)

·         Created and communicated weekly Dashboard Reports to executive management that included analysis of program status

·         Prepared project documentation including Project Charter, Project Plan, Risks and Issues Log.

·         Managed concurrent project schedules within the Wind Development Program, from conception and pre-planning through construction and completion

·         Determined critical paths and assessed the impacts of these activities for individual projects and also in consideration of the impact of the entire program

·         Monitored resource assignments for accurate work load distribution

·         Facilitated all team planning sessions and WBS development sessions

·         Participated in monthly PMO quality review sessions

 

 

 

 

 

 

 

Blue Cross Blue Shield (Ajilon)                                                                                                 Chicago, IL             

Project Manager                                                                                                         Dec. 2006 – May 2007

 

Managed the creation and implementation of a software optimization project.  Focused on implementing the process and procedures of software development methodology while improving applications within Membership Services department on high profile project critical to the productivity of the company.

 

·         Conducted Risk Analysis and implemented active project controls on project

·         Built and managed project schedules in Microsoft Project and Clarity/Workbench

·         Created and maintained all project documentation, including status reports, issue log, and schedules

·         Communicated weekly project status with executive management

·         Facilitated all team meetings and coordinated schedule delivery dates

·         Developed all project documentation including weekly analysis of project status

·         Received accommodation from BCBS PMO for project with highest SDM compliance within BCBS

 

Zurich Insurance (Harvey Nash)                                                                              Schaumburg, IL             

Program Management Analyst                                                                        Oct. 2006 – Nov. 2006

 

Analyzed new processes and standards to be used for claims development.  Recommended training schedule and created the training curriculum for entire Claims Department.

·         Developed training plans designed to improve established claims practices

·         Performed gap analysis of claims procedures to determine training requirements

·         Recommended training and curriculum used to train team members

 

Hewitt Associates (SkilGroup)                                                                                           Lincolnshire, IL

Project Management Analyst                                                                                     July 2006 – Sept. 2006

 

Developed and implemented a new PMO structure within the Global Business Information Management area with Hewitt.  Established new processes for project management and planning departments.

·         Completed all schedule reporting including Dashboards, Budget Cost vs. Actual Cost, and Earned Value and facilitated all planning and scheduling sessions

·         Monitored and tracked issues, risks and scope changes

·         Created, maintained and analyzed project and program schedules in Microsoft Project Server

 

State Farm Insurance (PM Solutions)                                                                               Bloomington, IL

Program Planner                                                                                                       Sept. 2005 – June 2006

 

Developed and maintained complex logic network diagrams, and interdependent software engineering project schedules using Primavera and TeamPlay.  Developed Primavera Training Curriculum for Systems Department corporate change initiative.  Created project plans that detailed current and future state, goals and milestones.

·         Performed detailed schedule analysis, reported timeline and resource variances and EVA (Estimate To and At Completion costs, weekly, monthly and cumulative Schedule and Cost Performance Index) on multiple projects within the Engineering Program

·         Trained program members and executive management on Primavera for use in different applications within the company

·         Developed strong working relationships with all Project Managers and Directors within the Engineering Program

·         Analyzed all Engineering schedules to ensure they were accurate, aligned and on track at all phases throughout the program lifecycle

 

AFNI                                                                                                                                               Peoria, IL

Corporate Trainer                                                                                                     Nov. 2004 – Sept. 2005

 

Designed and implemented curriculum for all Sprint Telecommunications Inbound Customer Service training classes.  Facilitated classes for customer service technical and repair skills.

·         Created and delivered presentations for training of executive staff

·         Supervised and managed all incoming Sprint trainees

·         Trained incoming trainers on the techniques of adult education

 

Erie Insurance                                                                                                                      East Peoria, IL

Business Analyst                                                                                                         Nov. 2003 – Nov. 2004

 

Redesigned data storage procedures for confidential claims information.  Developed and documented standardized processes implemented by the branch.  Used newly created documentation to educate their adjusters, agents and customers.  Directed and facilitated all agent education efforts

·         Single point of contact for all technical and software related issues

·         Served as business liaison between branch office employees and agents

 

State Farm Insurance (Technisource)                                                                               Bloomington, IL             

Project Scheduler                                                                                                       Oct. 2000 – Sept. 2003

 

Provided planning and management support to multiple projects within State Farm’s IT environment.  Created project schedules and resource usage reports using Microsoft Project 98.

 

·         Worked closely with the Project Manager and team members to obtain schedule status and ensure timely completion of project work

·         Monitored resource assignments while performing detailed schedule analysis, reported timeline and resource variances and EVA

·         Facilitated all team planning sessions and WBS development sessions

·         Mentored and trained project coworkers in scheduling concepts and methods

 

 

Professional Training:

Primavera Systems – Bala Cynwyd, PA

·         Primavera 101 - Intro

·         Primavera 102 - Intermediate

·         Primavera 106 – Advanced

 

Education:

Bradley University – 1998

BS, Communications

 

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