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Margaret Benson ~ 15859 E Jamison Way #19101, Englewood CO 80112 ~ 303 918 5653

(Email) mbae1a52@westpost.net
(LinkedIn Profile) http://www.linkedin.com/pub/margaret-benson/3/24b/460
Background Summary:
Proven ability in IT Management generating a collaborative effort across multipl
e teams and skills driving support initiatives to success. Additional expertise
in communication, training, documentation, process methodology, and production
support enhance the successful implementation of company goals.
Extensive experience with ITIL - Service Management; SDLC; and PMBOK methodologi
es related to the following business process and software platforms:
Business Process: Technical Tools:
Incident Management Remedy - Onyx - HP Service Desk
Change Management HP Service Desk - PVCS
Document Control PVCS - Niku - SharePoint
Process Improvement ProVision - MS Word - MS Visio
Analytical SQL / Sybase Query Tools - MS Access - Event Viewer and related Syste
m/Network Monitoring tools
Project Management MS Project - MS Excel - SharePoint - Oracle / Niku / Time Tra
Professional Experience:
Evolve Programs Colorado March 2010 -- Current
* Manager, PMO
o Creating PMO responsible for successful implementation of apparel programs inc
luding product branding design, uniform apparel selection and ecommerce implemen
o Establishing program launch support documentation including "How To" presentat
ion for potential prospects, project control documents, Incident/Change manageme
nt policies, and project change requests.
* Strategic goal to improve program launch from 160 days to 60
o Managing Quality Assurance resource responsible for creating test plans, test
cases, success requirements, and release management
o Recovered Great Plains partial implementation including current state assessme
nt, integration development improvement, inventory management requirements, and
general accounting best practices
* Improved ecommerce integration by developing automated scripts for complex bil
ling scenarios eliminating approximately 20 hours per week development support
* Manager, Business Process Analyst
o Developing a business case for purchasing, developing and implementing a Share
Point collaboration platform.
o Managing companywide strategic initiative to develop, document, and improve pr
ocess, policies, roles and responsibilities
o Developing a business case for generating revenue through IT ecommerce enhance
ment opportunities
The TriZetto Group, Inc. Aug 2000 - June 2009
* Manager, Release Management Nov 2006 - Jun 2009
o Managed 15 Production support employees responsible for 35 customer environmen
ts including incident management, change management, maintaining and improving I
TIL and PMBOK support methodologies, and supporting software or infrastructure u
pgrade efforts related to customer environments
* Reduced ticket backlog by 90% along with establishing process to monitor and a
ddress long running incidents
* Improved process standards decreasing support hours by 10%
* Introduced Off-Shore On Call Support reducing revenue and improving incident t
urnaround by 30%
o Managed Build Coordination team responsible for working with Architecture and
Capacity teams to develop and implement project test and production environments
per company's standards.
* Utilized ITIL fundamentals to streamline the build process from 17 departments
and 36 handoffs to 10 departments and 15 handoffs reducing cost and improving q
uality by 45%
* Reduced build timeline from 78 days to 12 days reducing cost, improving qualit
y, documentation, and build standards by 50%
o Created Technical Manager Team responsible for end to end coordination and sup
port of multiple project environments. Responsibilities included change manageme
nt, implementation of production support policies and procedures, facilitation o
f testing, development, and configuration efforts, go live support, and transiti
on of project environments to production support teams
* Improved environment management stability by 60% through establishing and impl
ementing ITIL, SDLC, and PMBOK methodologies
* IT Project Manager, Release Management May 2003 - Nov 2006
o Managed small to large upgrade and implementation projects including applicati
on installations, conversions, integration, and custom development
* Developed Production Support/Project PMO methodologies utilizing PMBOK process
es and SDLC best practices increasing efficiencies by 50%
* Completed ITIL Certification to further improve project processes, change mana
gement methodologies, support policies, and overall upgrade and implementation s
o Managed 12 to 45 project resources across multiple departments including vendo
r consultants
o Trained project managers, analysts, and various support groups on TriZetto ITI
L, SDLC, and Production/Project Management methodology
* Created and managed SharePoint directory including document and template repos
itory, training material, live project directories, and department metrics
* Blue Care Network Production Client Lead April 2002 - May 2003
o Managed all production support activities including facilitating issue resolut
ion, prioritizing client requests, conflict resolution, and support policies
* Created process improvement "SWAT" team of 8 responsible for addressing high p
rofile incidents and performance concerns reducing overall incidents and improvi
ng batch performance within 90% daily success rate.
* Utilized change management best practices to implement environment standards f
urther ensuring a stable environment
o Managed phase II, III, and IV production batch enhancement releases including
migration to Production, post production support, and transition into production
support policies
* Each phase was implemented with above satisfactory results including high cust
omer satisfaction, minimal incidents, and minimal impact to existing production
batch activities
* Additional TriZetto Positions August 2000 - April 2002
o Project Manager for Internal Financial Application Upgrade
o Business Process Consultant for YOUnify project
* Managed company wide effort in 2001 developing business definitions and proces
s mapping for 8 TriZetto key business processes. This roadmap documented the me
rger of 3 Corporations implementing best practice processes from each company an
d is still utilized today.
o ASP NIKU Project Coordinator
Blue Cross Blue Shield, MS Jackson, MS November 1999 - May 2000
* Managed Production Process Improvement Project team of 25 including developing
statement of work, identifying resources, and creating project work plan. Tas
ks included facilitating the business process improvement initiatives, researchi
ng key areas for improvement and presenting various solutions to key stakeholder
s including peers, managers, and executives. Management duties included generat
ing status reports and facilitating resolution of all project issues.
Knowledge Force Denver, CO June 1998 - November 1999
* Support Analyst / Data Consultant for various short term contracting positions
including Lockheed Martin and Blue Cross Blue Shield of CO. Responsibilities i
ncluded training peers on support methodology, generating ad-hoc reports, initia
ted and coordinated process improvement opportunities, and developed and impleme
nted tracking databases for various support departments.
2008 Company specific training includes application support, project/resource ma
nagement, and process improvement classes
2006 Information Technology Information Library Certification
1992 Certificate of General Practice Denver Paralegal Institute
1991 Bachelor of Arts - University of Northern Colorado