Elaine H L.
About Elaine H L.
Elaine H L. is a Technical AWS Contact Center Program Manager at Pinnacle Group, Inc., with extensive experience in IT management and program delivery across various organizations. She has a strong background in integrating technology solutions for federal clients and has held multiple roles at Liberty Mutual Insurance, where she developed her expertise in cloud infrastructure and project management.
Current Role at Pinnacle Group
Elaine H L. serves as the Technical AWS Contact Center Program Manager at Pinnacle Group, Inc. since 2022. In this role, she leads projects that integrate Amazon Connect with Salesforce, ServiceNow, and Calabrio for a federal government agency. Elaine oversees the transition of toll-free services and manages AWS billing processes for a federal client. She employs a hybrid project approach that incorporates Agile, Waterfall, and DevSecOps methodologies to meet government authorization requirements.
Previous Experience at Liberty Mutual Insurance
Elaine H L. has extensive experience at Liberty Mutual Insurance, where she held various managerial positions from 2004 to 2021. Her roles included IT Program/Project Manager, ITSM/ITIL Manager, Portfolio Manager, and Engineering Manager for Enterprise and Cloud Infrastructure. She managed projects related to Global Retail Markets, focusing on Contact Center Technology and Products and Underwriting. Her tenure at Liberty Mutual spanned over a decade, contributing to her expertise in IT management and project delivery.
Work Experience at Planet Fitness and Ascendle
Elaine worked as a Technical Delivery Manager at Planet Fitness for 10 months in 2021-2022. Prior to that, she served as a Product Owner at Ascendle for four months in 2021. These roles contributed to her skills in technical delivery and product management, enhancing her capabilities in overseeing complex projects and collaborating with diverse teams.
Educational Background
Elaine H L. holds a Bachelor of Science in Computer Science from Franklin Pierce University and a Bachelor of Arts in Business Administration from New England College. This educational foundation supports her technical and managerial expertise in the IT and project management fields.
Professional Achievements
In October 2023, Elaine received an 'exceptional' CPAR rating for her Program Management efforts. She facilitates weekly and monthly program management reviews with AT&T and agency IT and business leadership, demonstrating her commitment to effective communication and project oversight. Elaine utilizes tools such as the Atlassian Suite, Smartsheet, and SharePoint for project tracking and management.