Mikelle Ives

3249 Barbados Ln
Naples, FL 34119
239-431-6263
239-776-5412
ivesmm@msn.com

Articulate, award-winning professional with proven track record piloting sophisticated internal and third-party
software application implementations

Summary of Qualifications

Eleven years experience in Project/Product/Operations Management in major industries.

• Six years of IT Experience
• Certified by the Project Management Institute as a Project Management Professional – PMP ®.
• Skilled at handling multiple tasks and projects simultaneously.
• Excellent communication, teamwork and interpersonal skills, including the ability to interact effectively
with all levels of the organization, the ability to collaborate with business unit customers, IT and
management to deliver, track and report on assigned projects.
• Able to work under pressure in a fast-paced environment.

Accomplishments
• Primary influence in the development of Product Management Office.
• Established a high efficiency organization of product support materials that allowed for other product
managers to step in when necessary to maintain project time lines.
• Served on Corporate initiatives to increase market share and growth for clients.
• Have a history of project rescue and can take on and effectively resolves project issues.
• Can successfully coordinate between onshore and off shore development team, as well as clients on a
global level.

Professional Experience
Syntel Inc.
American Express `
June 2009 to Present
Global Technologies
Serves as a project manager assigned to the American Express applications and my responsibilities are:
• Manage the SDLC processes to meet project’s infrastructure build and software development requirements.
• Create and manage project plans and schedules; update CBA/NPV; create & edit project expense
transactions; create, edit, and approve cost plans (forecasts) & budgets as well as chargeback allocations
for projects and sub-projects assigned.
• Combine milestone reports to be presented to senior leadership.
Neighborhood America
April 2008-June 2008
Product Manager – SAAS

Served as product manager to gather customer requirements for social networking platforms, presented
results to customer account executives. Once approved worked with multiple teams to design the final result.
My responsibilities were:

• Create and maintain product documentation for internal standards on social networking platforms.
• Determine feasibility of client specific requests.
• Provide system requirements, wireframe and data/process flow documentation to project managers and
developers.
• Consult with developers to proactively provide recommendations, ideas, and proposals for enhancements
and bug fixes.
• Work closely with programmers to ensure deliverables are communicated clearly
• Provide consulting to internal teams on best practices for technology integration.

BCD Travel
August 1998-April 2008
Product Manager/Implementation Product Manager (December 2004-June 2008)

Served as product manager, implementation product manager for differing suites of internal and third party
applications. My responsibilities were:

• Ensured thorough execution and support of worldwide internal and third-party software implementations
as well as focused training for agents in person as well as through web-conference settings.
• Provide technical support for all products, achieving client expectations.
• Facilitated bug and feature request tracking while developing product design to product launch collateral
and effectual documentation; ensured timely resolutions to all compatibility conflicts.
• Maintained ongoing release schedule and concurrent implementation schedules for each product.
• Fostered ongoing relationships with key vendors who currently remain loyal and viable sources of business
consideration.
• Catalyzed virtual department productivity by anticipating and minimizing excessive workloads while
assisting employees to fulfill due diligence.

Operations Supervisor/Manager (September 1999-December 2004)

Served as operations supervisor then moved into operations manager role, responsible for the day to day
operations of a multi account reservation center as well as 2 on-site accounts. I was responsible for:

• Providing technical and team support for all departmental needs Served as point of contact for employees,
clients and vendors for product resolution needs.
• Organized and implemented all team support to management and staff, including feedback,
policies and procedures compliance, performance reviews, focused training, and error handling
• Held pivotal role in the support of multiple online booking tool implementations and conversions.
(Cliqbook, ResAssist, ResX, and Get There)
• Provided accurate payroll submission and bi-yearly performance reviews of staff.

Divisional Floater (August 1998-September 1999)

Served as divisional floater assuming the responsibility for multiple accounts during absence of dedicated
agents
• Interfaced with agents at all levels of company and account management and acquired experience across
domestic, international, and VIP travel accounts.
• Created all programs, policies, and procedures for communications and coverage so any critical issues
received timely resolution and late-shift coverage remained evenly disbursed among all company agents.
• Tracked position development and presented written documents for review that supported movement
toward supervisory role and demonstrated effectiveness of work ethic.

Education
Portland Community College, Portland, Oregon
Computer Applications
University of Utah, Salt Lake City, Utah
Completed coursework in general studies with a focus on physical education.

Certificates and Training

Certified Project Management Professional- PMP ®, Project Management Institute
Obtained PMP® credential
Introduction to SQL, Collier County Education
Creating tables, scripting and queries
June Morris School of Travel, Salt Lake City, Utah
Travel Industry Training – Graduated top 3% - Honors
Associations
Project Management Institute
Computer Skills

Platforms: Windows 98/2000/XP/Vista/Macintosh

Software: Microsoft Word, Excel, PowerPoint, Access, and Outlook; Microsoft Visio; MS Project; Tempo,
Clarity Project Management Software; Macromedia Captivate; GDS Systems (Sabre, Apollo, and
Worldspan); ADCS Error and ARC Reporting; Payroll Submission; Apollo Private Fares and Sabre Percent-
off Fare Applications; People Soft; Magic; Sales Force; SQL; Cognos; Web development platforms and
technologies; Lotus Notes, SharePoint