Andrea Twerberg is a senior IT project manager with over 25 years of experience in customer service, project management, resource management, and business analysis. She has managed projects and teams at AIG/Travel Guard, RMM Solutions, and Sentry Insurance. Her background includes department management, software development, increasing revenue, and ensuring projects are delivered on time and on budget.

1. ANDREA TWERBERG
6107 Quentin Street Weston WI 54476 (715) 571-7984 andreatwerberg@gmail.com
CAREER OBJECTIVE
An accomplished professional with 25+ year experience in a customer and professional services
environment as a department manager, resource manager, project manager, project
coordinator, technical and business analyst. Exceptional leadership, analytical, communication
and organization skills.
SUMMARY QUALIFICATIONS
 Departmental Management
 Resource Management
 Project Management
 Process Management & Development
 Software Development Lifecycle
 Increasing Resource Billable Revenue
 Business Analysis
PROFESSIONAL EXPERIENCE
AIG/Travel Guard, St. Point, WI 2015-Current
Senior IT Project Manager
Manage and oversee the planning, implementation and tracking of IT Travel projects.
 Plan, schedule, monitor and report all on activities related to the project.
 Lead the project team(s) in determining customer requirements and translating
requirements
 Ensure the project meets timelines, cost and quality parameters.
 Formulate contingency plans to address schedule revisions, resource adjustments, fund
allocations and work requirements.
 Meet with management, sponsors and project teams to review project scope/progress
and resolve project issues.
 Direct all aspects of the project to include project planning, documentation,
development, training, testing, operational readiness, and implementation.
 Create and execute project work plans and timelines and revises as appropriate to meet
changing needs and requirements.
 Ensures that the projects are delivered within budget, on schedule, and within scope
parameters.

2.  Responsible for providing project status, change management, risk management and
escalation of issues as necessary.
 Develop and communicate project performance throughout development to all
stakeholders.
 Accurately identify and mitigate project risk, forecast development timelines and budget
accordingly.
 Facilitate communication among team members – internally and with external
customers as needed.
RMM Solutions, Wausau, WI 2014-2015
Technical Project Manager/Manager of PMO
Managed the Project Management Office which included being accountable for the success or
failure of all projects. This included planning, executing and closing projects as well as managing
the project team and directly managing Project Coordinators.
 Managed and mentored Project Coordinators and Network Engineers.
 Developed and managed KPI’s set forth for Project Coordinators and Network Engineers.
 Strategic planning for company goals and initiatives.
 Budget planning for Project Management Department.
 Developed and documented Project Management Metrics.
 Developed and documented best practices and processes for Project Management and
Installations.
 Created project plans including work breakdown structures and critical paths.
 Determined the resources (time, money, etc.) required to complete the project.
 Defined and communicated roles and responsibilities for project team members.
 Develop a schedule for project completion that effectively allocated the resources to the
activities.
 Monitored the progress of the project and make adjustments as necessary to ensure the
successful completion of the project.
 Ensured that the project deliverables are on time, within budget and at the required
level of quality.
 Effectively delivered all activities related to projects. Project initiation, planning,
scheduling, coordinating, risk management, change management, project completion
and close.
 Monitored and reported to senior management on the status of project efforts. This
included project status reports, budget tracking, change orders, and monthly forecasting
on resource utilization.
 Conducted and facilitated client status meetings.
SENTRY INSURANCE, STEVENS POINT, WI 2013-2014

3. Senior Business Analyst
Partnered with project sponsors and stakeholders to understand and translate business needs
into requirements and process flows to provide solutions that enable the organization to
achieve its goals.
 Partnered with assigned business areas to understand their business processes,
prioritize information needs, and translate needs into business requirements.
 Analyzed end user needs and determine if the need can be met with existing processes,
current internally developed systems, integration of purchased software packages or by
enhancing our internally developed systems.
 Documented current and future work flows.
 Developed detailed requirement specifications, functional requirements, business rules,
use cases, process maps and test plans for business and development teams.
 Participated in quality assurance activities as required.
 Collaborated with application development team members and subject matter experts
to establish the technical vision and analyze tradeoffs between usability, performance
and business needs.
 Discussed complex business issues and provide recommendations on action to
stakeholders and IT managers with the ability to see the details without losing site of the
larger picture.
 Consulted with business and IT partners to strategize, plan and implement needed
projects within designated time constraints.
 Developed options and solutions based on resource and/or technology constraints.
 Mentored others on business and process analysis techniques.
 Facilitated meetings and discussions with stakeholders, business leaders, project
sponsors and developers.
WAUSAU FINANCIAL SYSTEMS, MOSINEE, WI 2000-2013
Application Delivery and Resource Manager, 2009-2013
Managed the Professional Services and Customer Care staff. This included areas of hiring,
termination, performance management, development, ensuring all corporate goals and
customer service level agreements are met. Prepared project installation plan based on project
requirements, resource skillsets and complexity of customer’s infrastructure and then entered
this information into the corporate scheduling database.
 Defined and implemented processes and procedures in efforts to improve quality and efficiency
in project delivery and customer serviceefforts improving customer satisfaction as wellas the
installation turnaround time allowing more revenue.
 Designed and implemented the standard Delivery Model for new product code releases as
defined in the Project Management Systems Development Life Cycle (SDLC) practice. This

4. model improved quality of code being implemented at customer locations improving
customer satisfaction and increasing revenue.
 Defined and implemented an installation project plan for Project Managers resulting in a
standard and efficient workflow.
 Developed and implemented the standard Delivery Services Model for the Professional
Services and Customer Care staff resulting in team collaboration, increased product
knowledge, increased resource pool for revenue projects as well as well as increased
resource pool for customer support issues improving turnaround time and customer
satisfaction.
 Assisted in writing RFP’s.
Project Coordinator, 2000-2009
Managed customer installation projects and internal projects. This included gathering
requirements, creating and managing project plans, creating test plans, documentation and
training internal and external customers.
 Managed a large Federal Reserve Bank Check21 electronic project as a result of a new
Federal Bank regulation.
 Worked directly with the Federal Reserve project managers and internal product
manager and develop, manage and execute project plan.
 Worked with financial institutions to implement the new Check21 software in order to
be in compliance with the Federal Reserve regulation.
 Installed, configured, tested and trained on new software.
 Designed and implemented all documentation for the Check21 project. This included
project plans, system requirements, customer questionnaires, internal and external test
plans and installation checklists.
 Attended client meetings and assist with determination of project requirements.
 Drafted Scope of Works and project plans.
 Used project scheduling and control tools to monitor projects plans, work hours,
budgets and expenditures.
 Effectively and accurately communicated all relevant project information to the client.
 Ensured clients’ needs are met in a timely and cost effective manner.
 Communicated ideas for improving company processes with a positive and constructive
attitude.
 Created and managed change orders.
EDUCATION
Cardinal Stritch University, Milwaukee, WI
Certification in Project Management, September 2014
ADDITIONAL SKILLS

5.  Strategic planning and budgeting
 Strong analytical and collaboration skills
 Expert in MS product lines (Excel, Word, Project, PowerPoint, Outlook)
 Strong problem-solving skills
 Excellent personal motivation with a proven ability to build and work collaboratively in a
strong team concept environment, and independently.
 Focused, versatile, dependable, multi-task oriented, flexible, positive, emotionally
stable, able to adapt effectively to challenging and emergency situations.
 Well-developed skills in prioritizing, organization, decision making, time management,
and verbal/written communication skills.