KIRSTEN A. CUNNINGHAM
Palmetto,FL
Summary
Experienced Systems Manager knowledgeable about planning, implementing and maintaining business information systems. Strong technical acumen, project management skills and attention to detail. Desiring a challenging new role with a progressive organization.
Overview
40
40
years of professional experience
Work History
Systems Manager
Fidelity Information Systems
09.2015 - Current
- Manage an applications support team who service 26000+ Planview and Clarity users using ServiceNow ticket management system
- Triage all Incident and Request tickets for prioritization and SLA purposes
- Manage large and small migrations onto both PPM platforms
- Manage quarterly system upgrades for both PPM applications
- Work with teams and businesses to understand their requirements to implement configuration/enhancement changes
- Manage monthly and quarterly training sessions to all PPM end users
- Manage internal process and procedures and build documentation for end users
- Handle all quarterly SOX compliance audits
- Maintain client-centricity at all times; customer service oriented
- Provide direction and leadership to staff; guide, coach, and mentor staff ensuring compliance with processes and procedures
- Handle interviewing, hiring, promotion, transfers, performance appraisals, compensation, and termination of staff
- Develop and maintain staff by applying the necessary training and leadership that will allow internal growth and advancement
- Direct staff, to ensure that all duties are performed according to department performance standards.
IT Sr. Business Analyst
Citi
08.2015 - 09.2015
- Point of contact for Planview Technical Support Help Desk
- Assist Planview users with issues related to access, lifecycles, grants, roles, dashboards and portfolios
- Maintain organizational and resource structures, work type attributes and strategic program table changes
- Assist with Planview training
- Assist with user migrations to PV 11.3.
IT Project Manager and Planview Systems Administrator
Fidelity Information Systems
04.2010 - 08.2015
- Was an integral part of the migration to Planview 10.2 from system configuration, to testing and training coordination of NACPS
- Currently act in the Role of Planview Administrator and second level Planview Support
- Maintain user licenses and grants, resource set up
- Developed time entry class materials and held training classes for all of NACPS (422 resources)
- Continually deliver training on an as needed basis
- Provides assistance to other business units
- Perform release testing on new Planview versions as well as test any additional system configuration
- Create and maintain project and non-project WBS templates
- Adds work to the Planview System, monitors projects and oversees PMO standards and practices
- Recommends changes to policies and procedures in a continual effort to work more efficiently
- Maintains data integrity within the PMO Support Team
- Handles Planview tickets and maintains Planview Structures for FIS Corporate Tools
- Has managed projects ranging in size (500 – 10,000 hrs.) from Initiation to Closure
- Utilized the EPMM process and procedures and the NACPS PMO SDLC process and procedures.
IT Project Manager
Fidelity Information Systems
06.2008 - 04.2010
- Created and maintained all software IT Projects from initiation through implementation including phases such as planning, design, development, unit testing, QA/testing and implementation
- Obtained weekly status updates from project resources
- Maintained project dashboard of IT Project Portfolio
- Participated in daily and weekly project status meetings
- Coordinated resources (staff, vendors and consultants) across one or more projects
- Assisted and coordinated the onboarding of consultants and new hires in our Beeline system
- Obtained weekly status’ from the Business Analysts
- Maintained Sharepoint document library for all projects.
Sr. Project Coordinator – Carefirst
Keane, Inc
04.2008 - 06.2008
- Maintained resource spreadsheet of new hire process
- Held daily status conference call
- Facilitated onboarding of new hires.
QA Project Manager/Organizational Administrator
Keane, Inc
05.2007 - 03.2008
- Transitioned into a integral role temporarily and helped organize the area to run more efficiently
- Created/Documented the CARD IT Administrative Process/Procedure Guide
- Implemented a QA Strategic Plan (department initiatives) and Project Status bi-weekly meeting
- Maintained QA Strategic Plan on a weekly basis
- Was responsible for all aspects of the development and implementation of assigned projects
- Responsible for leading the SDLC QA Process Improvement Initiative meeting as well as providing weekly agenda and actions items/issues list
- Conducted fact finding meetings with process owners to determine the As Is (current state) processes as well as make recommendations for future state process
- Responsible for SDLC Process Improvement standardization of templates, creating As Is and future workflows
- Helped facilitate SDLC future state process presentation to senior management
- Created and maintained SDLC process improvement initiatives project plan
- Attend daily UAT testing meetings and take notes
- Maintain Access testing database to keep track of project tasks and their progress thru the testing phase
- Create daily test analyst matrix to depict to status of the project tasks
- Create project status matrix and project status by phase reports weekly
- Create and maintain total test cases and defects matrix weekly
- Create resource allocation matrix on a weekly basis
- Gather data from each group to support metrics reporting and update the project plan on a weekly basis
- Assist with software development phase audits
- Coordinate the gathering of information for RFP submittals
- Handle any adhoc requests.
Project Coordinator – TSG Program Management Office
Gentiva Home Healthcare
02.2007 - 04.2007
- Suggested and assisted with the implementation of a PMO charter
- Acted as BA in implementing Sharepoint across the TSG organization; requirements gathering
- Created Project Life Cycle process flow using Visio
- Assisting in development of IT controls using CoBit 4.0 framework
- Participates in developing project plans, outlining tasks to be completed, time frames, and dedicated resources needed to implement new systems
- Software administrator for internal project and time tracking systems (RFS and GTA).
Project Analyst/Assistant – Project Management Office
InterTape Polymer Group
10.2006 - 12.2006
- Was the project lead on setting up MS Project Server for the PMO
- Monitored the project from initiation through delivery, interfacing with the appropriate functional partners and leadership teams
- Lead/participated in weekly Project Management Team Meeting
- Prepared meeting agendas and presentations for communication of project information to concerned parties
- Documented and distributed meeting minutes/issues list to project team
- Was responsible for tracking project deliverables, dates and monitoring deadlines
- Acted as MS Project Server Administrator
- Trained PMO Sr
- Project Managers on PWA and Sharepoint as needed
- Tracked all project performance via PWA
- Created Project Server views & reports utilizing PWA and Portfolio Analyzer as requested
- Assisted the Project Managers in all aspects of the project lifecycle, inputting information into Project Server and MS Project Professional
- Assisted Project Managers in producing detailed project plans in Project Server
- Created templates and procedures as needed to make the project team more efficient and consistent
- Supported the PMO by assisting in compilation of metrics, time reporting summaries and other PMO reporting needs.
Special Pricing Analyst – Consumer/Industrial Channels
InterTape Polymer Group
10.2005 - 10.2006
- Prepared competitive price quotes as requested by sales within pricing authority
- Created pricing quote template to assist with guidelines for quotes and deviate pricing requests
- Monitored Special Pricing Industrial/Consumer email inboxes for quotes and price requests
- Approved or denied special pricing requests via PRISM (AS400) based on pricing authority
- Developed, monitored, tracked and enforced departmental policies, procedures and goals
- Developed and maintained training material via PowerPoint for newly hired Customer Service Reps
- Continually trained and coached Customer Service team on special pricing procedures
- Conducted remote and web training classes on pricing procedures
- Assisted with implementation of system enhancements to AS400 pricing system
- Maintained price books for utilization of pricing levels
- Worked closely with Product Managers for assistance with staying competitive in the pricing market
- Responded to adhoc requests.
Lead National Account Coordinator – Major/National Accounts Dept.
InterTape Polymer Group
04.2005 - 10.2005
- Prepared requests for quotations for new and existing business
- Created quote form to streamline process and recommended enhancements to policies and procedures
- Created and maintained procedural documentation for all processes within the department
- Implemented departmental team meetings
- Coordinated plant audits
- Prepared monthly volume reports for high volume accounts
- Maintained department Sharepoint web page.
Technology Project Analyst I/Business Analyst
BANK of AMERICA
10.1999 - 11.2004
- Worked in the Technology Project Management Office
- Worked as a SharePoint Software Administrator
- Granted user access and built team oriented web pages to share information and foster collaboration with other users on documents, meetings and announcements
- Worked also in the capacity as a SharePoint business analyst to discuss each teams needs and implement them, as well as trained others on the software
- Reported weekly to Project Managers on over/under allocated project resources
- Managed Network Computing Group (NCG) Time Tracking reporting to ensure compliance via reminders and exception analysis, reporting, and follow-through
- Reported on weekly/monthly project accomplishments, projects at risk, employee matters, and strategic business initiatives to Senior Management
- Recommended enhancements to systems, policies and procedures
- Created processes/procedures for all reports generated within the NCG Project Management Office Reporting, Communication & Training Department
- Prepared and developed ad hoc analyses and reports as needed
- Worked on various parts of the FBF/BAC Capacity Project
- Worked with the Lines of Business to gather FTE information via an excel template, maintained the Data Collection Tracking Sheet, worked with Lines of Business to gather project information for mapping projects for FBF as well as BAC
- Acted as department liaison for yearly Business Resumption Plan for entire Project Delivery & Planning (PDP) organization
- Marketed and communicated the accomplishments of the PDP organization on the GTS Communications web site by identifying, developing and promoting stories
- Have analyzed and reported on Budgeted vs Actual hours worked for the project portfolio along with providing run rate reports and gap analysis for directors
- Maintained a department staff database in Access that included personnel related information
- Ordered and maintained supplies and office equipment for department
- Maintained CMM video library and managed the process of client use and return.
Associate Information Systems Analyst
FLEET TECHNOLOGY SOLUTIONS
10.1997 - 10.1999
- Provided general and project administration functions to the Director for Fleet's Year 2000 initiative
- Provided assistance and administrative support as needed to the managers of the Y2K Program Office
- Prepared monthly status reports of overall project effort and progress for the Y2K Executive Steering Committee and quarterly reports for the various Fleet Boards
- Scheduled various meetings for the Program Office which included the bi-weekly Steering Committee
- Maintained records & files of key critical projects including minutes, status reports, executive & Board reports
- Conducted investigative research on Y2K issues as needed
- Had the responsibility of maintaining organizational charts, contact lists, event planning and maintaining office supplies.
Executive Administrative Assistant
UNITED HEALTHCARE OF NEW ENGLAND
01.1997 - 10.1997
- Had the responsibility of providing the highest level of administrative support to the Director of Medical Services and other Managers and Supervisors as needed
- 50% of work load consisted of transcribing claim denial letters for the Medical Director
- Other duties included maintaining the Director’s schedule and other associates through Lotus Organizer
- Coordination of all meetings, travel plans, minutes of meetings, compose correspondence, and completing special projects
- Acted as the department’s “Help Desk” for computer problems and software application questions
- Provided general office management including mail processing, filing, answering the phone, and other clerical functions as needed to facilitate the Director’s needs.
Administrative Assistant
RI INTERLOCAL RISK MANAGEMENT TRUST (RIIRMT)
02.1991 - 06.1995
- Responsible for providing high level administrative and desktop publishing support to the Rhode Island Interlocal Risk Management Trust (RIIRMT) Executive Director and staff
- Duties included scheduling and planning Board meetings, conferences and seminars for the RIIRMT as well as other meetings with Town Officials
- Assisted in the development of workshops and seminars, with emphasis on handling logistical matters related to the workshops and seminars: contracting and scheduling of facilities, meeting coordination, preparation of brochures, follow-up
- Develop informational material such as spreadsheets, reports, newsletters, seminar brochures and other publications utilizing desktop publishing software
- Provided general office management including mail processing, filing, phone, correspondence and other clerical functions as needed to facilitate office operations.
Office Manager
NORTH CONWAY WATER PRECINCT
09.1987 - 10.1990
- Was responsible for supervising a staff of five
- Approved personnel activities such as hiring, performance, travel expenses and office supply expenses
- Maintained the company inventory
- Was responsible for general bookkeeping and record keeping functions that included Customer Service, Payroll, Accounts Receivable/Accounts Payable, Collections, Reconciliation of Monthly Bank Statements & Bank Deposits as well as general office duties
- Provided office management duties including mail processing, filing, phone, correspondence and other clerical functions as needed to facilitate office operations.
Personal Loan Representative/Processor
FIRST NH WHITE MOUNTAIN BANK
04.1984 - 07.1987
- Had lending authority up to $10,000
- Interviewed and screened credit applicants as well as verified completion of all credit documentation
- Conducted credit checks through bureau services, employers and bank references
- Verified validity of application information via outside sources, calculated debt-to-ratio and LTVs
- Processed loans and made recommendations on eligibility and loan amounts according to policies
- Closed loans, filed documentation and prepared month end reports on status of current loans.
Education
Introduction to Six Sigma Awareness Session -
Fleet Training Center
Providence, RICertificate: Introduction to Crystal Reporting -
Crystal Reporting, CBT
Certificate: Advanced Excel for the Power User -
National Seminar Groups
Managing Enterprise Projects Using MS Project -
Southern Project Group
Administering an Enterprise PMO using MS Project -
Southern Project Group
FIS PMP Exam Prep Class -
PMP Certification Class
10.2011
Certificate: Series 7 - Cognos Client Report Building -
Cognos Corporation
Burlington, MA05.2002
Certificate: Series 7 - Cognos Client Data Exploration -
Cognos Corporation
Burlington, MA05.2002
Certificate: Project Management Training -
BRYANT COLLEGE
Smithfield, RI03.2001
Microsoft Certified Professional -
BRYANT COLLEGE
Smithfield, RI01.2000
Certified Graduate: Advanced Secretarial Program -
KATHARINE GIBBS SECRETARIAL SCHOOL
Providence, RI05.1982
Skills
- Incident Management
- Remote Support
- Functionality Testing
- Application support
- Project Leadership
- Project Coordination
- User Support
- Project Planning
- Staff hiring
- Application testing
- Troubleshooting skills
- Agile framework
- Software Development
- Requirements Analysis
References
References will be furnished upon request
Timeline
Systems Manager
Fidelity Information Systems
09.2015 - Current
IT Sr. Business Analyst
Citi
08.2015 - 09.2015
IT Project Manager and Planview Systems Administrator
Fidelity Information Systems
04.2010 - 08.2015
IT Project Manager
Fidelity Information Systems
06.2008 - 04.2010
Sr. Project Coordinator – Carefirst
Keane, Inc
04.2008 - 06.2008
QA Project Manager/Organizational Administrator
Keane, Inc
05.2007 - 03.2008
Project Coordinator – TSG Program Management Office
Gentiva Home Healthcare
02.2007 - 04.2007
Project Analyst/Assistant – Project Management Office
InterTape Polymer Group
10.2006 - 12.2006
Special Pricing Analyst – Consumer/Industrial Channels
InterTape Polymer Group
10.2005 - 10.2006
Lead National Account Coordinator – Major/National Accounts Dept.
InterTape Polymer Group
04.2005 - 10.2005
Technology Project Analyst I/Business Analyst
BANK of AMERICA
10.1999 - 11.2004
Associate Information Systems Analyst
FLEET TECHNOLOGY SOLUTIONS
10.1997 - 10.1999
Executive Administrative Assistant
UNITED HEALTHCARE OF NEW ENGLAND
01.1997 - 10.1997
Administrative Assistant
RI INTERLOCAL RISK MANAGEMENT TRUST (RIIRMT)
02.1991 - 06.1995
Office Manager
NORTH CONWAY WATER PRECINCT
09.1987 - 10.1990
Personal Loan Representative/Processor
FIRST NH WHITE MOUNTAIN BANK
04.1984 - 07.1987
Introduction to Six Sigma Awareness Session -
Fleet Training Center
Certificate: Introduction to Crystal Reporting -
Crystal Reporting, CBT
Certificate: Advanced Excel for the Power User -
National Seminar Groups
Managing Enterprise Projects Using MS Project -
Southern Project Group
Administering an Enterprise PMO using MS Project -
Southern Project Group
FIS PMP Exam Prep Class -
PMP Certification Class
Certificate: Series 7 - Cognos Client Report Building -
Cognos Corporation
Certificate: Series 7 - Cognos Client Data Exploration -
Cognos Corporation
Certificate: Project Management Training -
BRYANT COLLEGE
Microsoft Certified Professional -
BRYANT COLLEGE
Certified Graduate: Advanced Secretarial Program -
KATHARINE GIBBS SECRETARIAL SCHOOL
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