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Joy Norcross

309 Hedgerow Way, Brighton, CO 80001

Main (303) 659-9876, Cellular (720) 352-1230

joy.norcross@live.com

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EXPERIENCE

Contractor (WSOD, TriZetto, Qwest, Kaiser Permanente, Group Publishing, Charles Schwab, VISA, Agilent, Level 3, EchoStar, Churches and Schools) • CO                                                                                                       2007 to Present

IT Sr. Technical Project/Program Manager / Analyst

•     Project managed the complete lifecycle from inception to and beyond release for IT technical projects including BI data warehouse, mainframe, middleware, web, UI, etc.  Utilizing Niku/Clarity, CMMI, Workbench, Oracle, MS Project, Primavera, Waterfall, Agile, RUP, SDLC, PMO, PMP, PMI, (DR) Disaster Recovery, (BC) Business Continuity, Communications Management, huge $4 billion dollar projects to small thousands of dollar projects, etc.

•     Analyzed and created data maps for business intelligence data warehouse, marts, and middleware projects.

•     Change management including change, problem / incident tickets and release managed overnight and on call.

•     Project managed software, hardware, infrastructure, network, development and all facets of IT technical projects.

IBM • Remote / Boulder, CO                                                                                                            2004 to 2007

ITIL Sr. Technical Project Manager

•     Program managed the ITIL configuration database tools for ING and American Express financial accounts.

•     Led team of 5+ Configuration Managers / Project Managers to comply with the IBM / ING contract.

•     Project managed mainframe, network, hardware, software, applications, configurations, implementations, and migrations utilizing the SDLC and RUP processes, database mapping, data analysis, and business analysis.

•     Asset managed with approvals and process compliance in the change, problem / incident management process to ensure data integrity, asset accuracy, and audit compliance to 100% including large data loads.

•     Risk managed and mitigated to improve configuration data health, gaps, blanks, and other data issues.

•     Audit managed with queries for data reports and data analysis for internal and external audits, also participated in audits to fix errors and improve future audit compliance and change controls.

•     Release managed from TQA and UAT testing through production, also security managed database ACLs.

•     Provided help desk support for accounts databases and project managed across departments and the globe.

•     Process managed, wrote, and maintained process, procedure, and audit compliance documentation including control books, project plans, desk side procedures, educational website documentation, manuals, etc.

•     Utilized ITIL methodologies to assist accounts in SLA management including incident / change management.

Contractor (Pavestone, Alpha Sleep, Churches and Schools) • CO                                                      2003 to 2004

Manager / Sr. Project Manager

•     Purchasing managed for a manufacturer, improved methods and standards, and motivated operations staff to increase productivity and team cohesiveness through better time management and methodology.

•     Supervised hundreds of medical sleep lab Polysomnograph tests and several medical technicians including EEG and EKG, also Oxygen, CPAP, BIPAP, and CFLEX treatments.

Qwest • Denver, CO                                                                                                                         2001 to 2003

Sr. Project Manager / Lead Engineer

•     Project managed full life cycle through test and turn up and supervised 60+ matrixed employees and contractors for the implementation and installation of cutting edge fiber optic access equipment, applications, eCommerce, etc., with time management completing 100% of projects on time and under budget.

•     Designed technical engineering documents, created purchase orders, bid and managed contractors/vendors.

•     Initiated technical and preventive maintenance evaluations, and managed repairs for all Qwest access systems in the US totaling over 800 systems, supporting swift, positive resolutions and process compliance.

•     Audit managed systems in New York and Massachusetts and the US through a matrix environment.

•     Successfully managed the restoration of Qwest's telecommunications in New York City after the 9/11 attacks 3 days prior to deadlines set by Qwest executives, and the President of the United States of America.

ICG • Englewood, CO                                                                                                                      1999 to 2001

Sr. Account Manager / Project Manager

•     Program managed complete life cycle end to end design, development, implementation, and installation of ISP and Access voice / data systems, achieving a 100% on time and under budget success rate.

•     Purchasing managed orders, maintained customer relations, managed contractors, facilitated repairs, and project managed complaints, adjustments, provisioning, and inventories for ISP and Access accounts.

GTE • Thornton, CO                                                                                                                        1998 to 1999

Manager / Program Manager: Sales, and Customer Support

•     Lead 25+ telecommunications call center professionals directly, exceeding quotas up to 200%.

•     Supervised escalations for customers on purchases and installations, achieving a 100% customer satisfaction rating with hands on experience in provisioning, billing, repair, NOC, service, and other general inquiries.

Novartis Pharmaceuticals • Broomfield, CO                                                                                       1992 to 1998

Manager / Program Manager: Sales, Marketing, and Customer Support

•     Managed a department of 60+ sales, marketing, and customer support professionals directly growing sales up to 300% beyond quotas by marketing, selling, and supporting medications including cardiovascular, psychotropic, GI, OB/GYN, pain management, etc. to hospitals, pharmacies, clinics, HMO's, chains, and wholesalers building rapport with administrators, managers, physicians, nurses, and pharmacists.

•     Created, supervised, and maintained departmental safety program resulting in a 100% safety record.

•     Process managed writing technical processes for FDA legal requirements, managed budgets and purchasing, hired, trained, and evaluated staff performance, promoting and motivating record productivity and profitability.

•     Procurement managed for accounts including order management, contracts, customer relations, inside and outside sales calls, trade shows, shipping, billing, and charge back resolution and collections.

Various Churches and Schools • CO                                                                                                 1988 to 1998

IT - IS Technician / Marketing Manager

•     Help desk, technical support, and troubleshooting for implementations, set ups, preventative maintenance, etc. on all types of computer and network hardware, software, servers, fax, copiers, printers, phones, development, etc.

•     Directed, planned, and coordinated advertising campaigns including programs, posters, tickets, and press releases for shows that sold 100%, also created manuals and other documents for student and parent use.

EDUCATION

Belleview University                                                                                                                                     1996

B.S.; Computer Science, Business Management, and Marketing

Horizon High School                                                                                                                                    1992

Diploma; Business, Computers, and Arts

SKILLS

•     Computer Expert, etc: Type up to 75wpm, 10key by touch, fax/copier/scanners, PC and Macintosh, Hardware, Infrastructure, Network, Software, Mainframe, Middleware, UIs, Servers, Workstations, LAN/WAN, TCP/IP, OSI Model, Query, Security, ACLs, SLAs, BRDs, UCs, SOWs, Six Sigma Black Belt, etc.

•     Computer Software, etc.: Microsoft Office Certified (MS Word, Excel, Power Point, Publisher, Outlook,  Access, Project, Visio, IE, Windows;95,98,NT,ME,XP,Vista,Server), Lotus Notes and 123, GUI, Word Perfect, Corel, Page Maker, Netscape, IM, Sametime, POD, NetMeeting, Adobe, ZIP, Legacy, AS/400, Cobol, UNIX, LINUX, webMethods, JAVA, 

L, HTML2, XML, .NET, SQL, SAP, Saville/CBP, TBS, TIRKS, CORE, Clarify, CAD/CAM, UDP, Remedy, DTOTS, ARTIS, Winfast, Lens, Verigate, SIGS, BOSS, CARS, OSCAR, SOLAR, Rembrandt, CIM, CMI, CMDB, GCMS, GSMRT, ILC, Atlas, Granite, Siebel, Primavera, Toad, Niku/Clarity, Workbench, Ariba, Gateway, Entrust, Viper, New Scale, Firewalls, FALCON, Oracle, SharePoint, Excelys, Epic Care, Tapestry, Imaging, PACS, CMMI, etc.

•     Telecommunications: Fiber Optics, OC768-OC3, DS3, T1/DS1, POTS, PRI, ISDN, DSL, RAS, VOIP, ATM, Frame Relay, PBX, DNAC, DAX, QSDP, Wireless, Transport, Routers, NOC, Cisco, Nortel, Fujitsu, Lucent, etc.

•     General Attributes: A successful, intelligent, passionate team player and individually motivated employee with excellent leadership, people, presentation, listening, verbal and written communications skills. One who completes daily tasks in a logical persistent manor with a problem solving, creative, and multitasking approach. A reliable, adaptive, flexible, quick learning, hard worker, who lives by the motto, “Do your best.”

CERTIFICATIONS AND DESIGNATIONS

•     Eagle Scout • Boy Scouts Of America • 1989

•     Thespian • International Thespian Society • 1990

•     TQM • Certified • Novartis Pharmaceuticals • 1996

•     Microsoft Office • Certified • Belleview University/IBM • 1996, 2007

•     Project/Program Management, PMP, PMO, PMI, PGMPSM • Certified • Belleview University/IBM • 1996, 2007

•     CBAP, IIBA, HDI CSS, PHR, SPHR • Certified • Belleview University/IBM • 1996, 2007

•     ITIL, ISEB • Certified • IBM • 2007

•     SSBB, ASQ • Certified • RHI • 2007

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