Cynthia Hoyos PMP® CSM® PCCP® ITILv4®CSPO® GCDL®

Experience

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  Walt Disney Company - Disney's Grand Floridian Beach Resort

  May 1989 - Oct 1995

  Hospitality

  * Customer service experience in the hospitality industry working in food and beverage, front desk, guest services, concierge services (to celebrities and VIPs) and cross-trained in housekeeping. * Managed guest experiences utilizing hotel reservations software that provided the following features: room availability and status, guest contact information, credit card and payment information, Disney properties availability and room key management. * Created financial reports for guest account payment reconciliation. * Managed theme park ticked sales utilizing AS400 system. * Trained new seasonal and permanent employees in the usage of the hotel reservation system. Show less

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  Disney Development Company

  Oct 1995 - Jun 1996

  IS Administrator

  * Asset Manager for 300 end user Florida office in charge of purchasing and procurement of IS capital equipment ($3 million budget). This included infrastructure equipment (routers, concentrators, and PCs).* Responsible for negotiating hardware bids with vendors for IT projects.* Executive assistant for the director of Information Services.

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  Walt Disney Imagineering

  Jun 1996 - Mar 1998

  IT Customer Service Support Specialist

  * Provided PC/LAN Support to the Celebration Company end users including four model homes, two commercial buildings and two construction sites (117 users). * Provided Microsoft Exchange, Windows NT 4.0 and Novell 3.x and 4.x account administration. * Managed and completed the migration and configuration of user computers from Apple operating system to Windows 95 platform. * Supported network infrastructure equipment responsible for the communication between construction sites and headquarters. * Assisted clients with decisions regarding technology services and technology innovation. Show less

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  Premier Cruises

  May 1998 - Oct 1998

  Information Services Administrator

  * Designed and developed the computer asset management system for the company by inventorying tagging and building a reliable and accurate database repository. * Established and managed vendor relationship to procure new technology equipment. * Provided Novell Netware and Groupwise account administration. * Provided Apple support to the Marketing and graphics design department. * Developed technical training for the company.

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  PricewaterhouseCoopers

  Oct 1998 - Nov 2007

  * Installed, configured, and tested Cisco VoIP technology in systems such as Call Manager 5.X, Cisco Unity, Mobility Connect, and Cisco Attendant Console. * Coordinated features and functions system testing with remote field technicians and national engineers prior to implementation. * Developed documentation required to ensure operational readiness for turnover. * Provided advanced technical training to the implementation team in specific system configuration for EA phones and attendant console.ACCOMPLISHMENTS:* Saved $500,000 dollars to the firm by developing Cisco IP telephone training for partners and end users including curriculum development, training materials, and technical training for local support technicians. Show less * Managed technical support for San Juan, Miami, Fort Lauderdale, and West Palm Beach (470 users) including team of five technicians in day-to-day operations, service center operation and customer support. * Responsible for managing client services, employee development, personnel changes, performance evaluations and any activities related to coaching and development. * Planned, directed and managed the daily operations in areas such as office budget, people, processes, technology and expenditures, hardware and software maintenance. ACCOMPLISHMENTS:* Recovered $40,000 in late fees to the firm by collecting delinquent leased laptops after implementing a new asset management process. * Maintained zero employee attrition rates motivating employees by providing flexible schedules, finding challenging assignments outside the day-to-day routines and encouraging participation in national projects. * Maintained an average of 98.9% customer satisfaction. Show less

  • Implementation Services Technical Manager

    May 2007 - Nov 2007

  • IT Operations Manager

    Oct 1998 - May 2007
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  Solvis Consulting, LLC

  Nov 2007 - Apr 2008

  Operations and Consulting Services (Contractor)

  * Met with prospects and managed the sales cycle including pre-sales and account management working directly with stakeholders and C-level executives. * Worked with senior technical analysts to deliver business assessments for clients and prospects. * Gathered CRM and marketing requirements to verify scope of work. * Prepared proposals and negotiated billing pricing to create statement of work. * Managed office operations including budget management, staffing, new office legal and governmental transactions, accounting, project resourcing and any other administrative tasks. This was a sub-contracting position. Show less

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  Merrill-Stevens Dry Dock Company

  May 2008 - Nov 2008

  Information Technology Manager

  * Directed the operation, security, and maintenance of the computing and networking infrastructure. * Managed all vendors and outsourcing services providing technology solutions to the company. ACCOMPLISHMENTS:* Implemented new change controls, standards and procedures for all areas of the IT department. * Negotiated new contracts with vendors to reduce the cost of the operation.

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  Solvis Consulting, LLC

  Nov 2008 - Jun 2009

  Business Development and Operations (Contractor)

  * Worked in conjunction with the managing partners with the sales cycle including pre-sales working directly with stakeholders and C-Level executives. * Prepared proposals and negotiated billing pricing to create statement of work. * Managed projects and office operations including budget management, staffing, legal and governmental transactions, accounting, project resourcing and any other administrative tasks.ACCOMPLISHMENTS:* Performed five (5) day assessment for major bank institution that streamlined marketing automation processes reducing cost of operations by 10 %. Show less

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  DATACORP

  Jun 2009 - Apr 2010

  Sr. Project Manager

  * Senior project manager responsible for the successful implementation of Cisco, Microsoft and Citrix products for our clients in the South Florida territory. * Performed pre-sales and executed proposals and statements of work to engage client services. * Managed full life cycle projects following Steps-to-Success Cisco Methodology. * Managed day-to-day project operations: time and expenses, team performance project profiles, and issues tracking. Prepared business requirements assessments; provided status reports and management updates.ACCOMPLISHMENTS:* Retained $100,000 of new business over a period of six months.CERTIFICATIONS:* Certifications: Cisco Advanced IP Communications Sales Specialist Certification* Cisco Data Center Storage Networking Sales Specialist * Cisco Data Center Networking Sales Specialist Show less

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  Ultimate Software

  Jun 2010 - Aug 2020

  * Coached and mentored PMO junior resources and offshore teams on project management and agile processes to ensure delivery of timely solutions. * Conducted ongoing examination of projects within the program for compliance with established processes, project plans and schedules, scope and budgets, influencing decisions on resource utilization and allocation during key project lifecycle decision points. * Maintained oversight and accountability for program performance including creation and review of key project delivery metrics across projects within the program. * Prepared and delivered regular, audience-specific communications, reports, dashboards to ensure that program sponsors, key stakeholders, CIO advisors and leadership were adequately apprised of program and project statuses, successes, risks and issues. ACCOMPLISHMENTS:* As part of the IT Change Management Coalition, I delivered a very successful internal marketing campaign to educate our department on change management best practices. This included mandatory change management training and the fun scavenger hunt event to search for artifacts and clues pertaining the change management topics. * Planned and executed the activities pertaining to the Hypercare workstream for the implementation of our Financial Enterprise Resource Planning (ERP) program. These activities included the communications, training and support plans for the integrations of multiple systems during the pandemic when the entire 200 plus team members were working remotely in various countries and time zones including US, Europe and Asia Pacific. Show less * Managed programs and projects and a team of 10 project managers responsible for Information Services, Global Services, Accounting, Human Resources, Sales and Marketing projects. * Facilitated the assignment of project resources for the strategic projects in the respective portfolios. * Trained and enforced the usage of our PMO processes and procedures including the development of new standards and best practices. * Reviewed and evaluated SOWs to select Third-Party vendors to assist in large technology implementations. Recruited and onboarded new project managers. * Implemented large, complex end to end company-wide technical programs and projects to integrate new technology. ACCOMPLISHMENTS:* Coached and mentored a group of 10 project managers in Waterfall and Agile methods of managing their projects. * Facilitated C-level project steering committee meetings to deliver project updates, proactively address business concerns, and ensure alignment with program strategic goals. Addeared to a less than 5% variance in project scope. * Assisted with the implementation of M&A templates and processes for the IT integration phase. Show less * Maintained current portfolio management process and developed new project management processes to improve the completion and delivery of projects. * Trained and enforced the usage of our PMO processes and procedures including the development of new standards and best practices. * Developed relationships with business managers to increase engagement from the business from accountability to completion of deliverables. * Facilitated intake process business value discussions for requested initiatives to assure project's objectives were part of the company strategic objectives. ACCOMPLISHMENTS:* Implemented large, complex end to end company-wide technical programs and projects to integrate new technology. * Assisted, coached and mentored a group of project managers in Waterfall Methodology and Agile frameworks. Show less * Managed project life cycle from beginning to end including gathering requirements, creating project plans, identifying risks, creating estimates, budgets and project timelines. * Managed pilot projects and gathered results to determine the feasibility of implementation. * Utilized Scrum, Kanban and agile frameworks to manage software development projects. * Gathered business requirements, developed user stories, performed QA, and developed test plans for UAT for our software development projects. * Worked with the business to develop use cases for requirements gathering.* Reviewed and evaluated SOWs to select Third-Party vendors to assist in large technology implementations. * Recruited and onboarded new project managers. ACCOMPLISHMENTS:* Managed Salesforce Initiatives programs and implemented our Enterprise Customer Success Site and the migration to Financial Force PSA. * Prepared documentation and trained project managers on SOX and ISO 27001 audits and certifications process. * Managed and implemented the Technology Services Corporate project portfolio – an estimate of $12M -- including cloud computing project initiatives. Show less

  • IT Program Manager, Services Transformation and Execution

    Jun 2020 - Aug 2020

  • IT PMO Manager

    Dec 2017 - Jun 2020

  • IT PMO Team Lead & Portfolio Manager

    Aug 2015 - Dec 2017

  • Sr. Project Manager

    Jun 2010 - Aug 2015
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  UKG (Ultimate Kronos Group)

  Aug 2020 - Jul 2024

  * Led and managed a diverse range of projects including software development, infrastructure upgrades and implementations, cloud migrations, system integrations, process automation and data migrations while ensuring timely delivery, budget adherence, and high-quality outcomes. * Assured projects and programs selected to our annual strategic roadmap aligned and met the established corporate strategic goals. * Worked with cross-functional teams to assign resources that fit the required skills needed to successfully meet our project deliverables. * Collaborated with the business and workstream leads to establish roles and responsibilities, which resulted in an increased engagement from the business from accountability to completion of deliverables. * Served as the SCRUM Framework coach. Performed scrum master responsibilities such as daily standups, planning, backlog grooming and retrospectives. Created Agile reports to manage and improve the performance of the teams. ACCOMPLISHMENTS: * Realized over 400K hours of manual effort avoided, more than $10M in cost savings, exceeding the goal of the Automation RPA Portfolio. * Partnered with functional leaders to develop new standard user stories, resulting in improved forecasting accuracy, reduced effort in story planning and increased story completion rates in recent sprints. * Helped the automation team adopt new habits, leading to better communication and handoffs critical for success on a global team via engaging daily stand-ups and consistent process reminders.* Led the Data & Analytics team in a three-month Scrum framework implementation, utilizing JIRA as their Agile tool to integrate and migrate company data, queries, reporting and dashboards pulling data the legacy Salesforce instance into the newly integrated instance of Salesforce. (See this link to learn more about this project: https://www.prosci.com/resources/success-stories/ukg-erp-and-merger). Show less * Facilitated business value discussions for requested initiatives to assure project's objectives were achieved at project completion. * Led and managed a diverse range of IT projects including software development, infrastructure upgrades, cloud migrations, system integrations, and data migrations while ensuring timely delivery, budget adherence, and high-quality outcomes. * Facilitated meetings with the business for “at Risk” projects and programs in order improve the status of projects and to develop better relationships with the product owners | stakeholders. * Assisted developers with the creation of users stories and the escalation and remediation of blockers pertaining different areas of the Security, SaaS and IT teams. ACCOMPLISHMENTS: * Created C-level presentations and created Smartsheet’s dashboards, alerts and reports to communicate portfolio updates. * Developed a project management playbook and templates to assist junior level project managers and to assure process consistency. * Facilitated the execution of the annual budget planning and cost analysis activities. * Executed SCRUM training for team members new to this agile framework. Created internal site with Agile framework artifacts. * Improved the relationship of our Automation team with other teams within the company to get us informed and involved in projects that impacted our project automations. Show less

  • Senior Program Manager, Global Services Customer Experience

    Jul 2021 - Jul 2024

  • Program Manager, Services Transformation and Execution

    Aug 2020 - Jul 2021
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  Independent Consultant

  Jul 2024 - now

  Information Technology Governance Consultant & IT Advisor

  * Act as a trusted advisor and strategic partner, working closely with senior leadership to drive key initiatives, manage corporate projects, and oversee cross-functional programs critical to the company’s success.* Facilitate planning, preparation, and execution of strategic meetings with internal stakeholders and external partners.* Analyze business performance metrics and provide actionable insights to improve operational efficiency and drive growth.* Act as a liaison between senior leadership and key stakeholders, ensuring clear communication and effective collaboration.* Develop frameworks, processes, and tools to streamline decision-making and prioritize business initiatives.* Establish Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) to measure execution & delivery success.* Actively participate in the strategic planning lifecycle and develop and manage the portfolio needed to execute our annual operating plans.* Prepare comprehensive program budgets, track actuals to the budget plan, and maintain updated cost forecasts. Show less