SUMMARY

• Dynamic and versatile IT Delivery/Business Process Reengineering professional with over 25 years of client - centric program/project management and consulting experience, focused on driving Applications Development and Maintenance Programs
• Extensive experience successfully leading Account Services Teams delivering high value and in-scope IT solutions for clients through the entire Software Development Lifecycle
• Dynamic, collaborative and strategic problem solver with a can-do mindset, strong communication and organizational skills, integrity, accountability, and the demonstrated ability to consistently achieve business objectives
• Proven track record of leveraging wide-ranging technical expertise to deliver client solutions on-time, within scope and budget by utilizing standard program and project management tools, as well as identifying and capitalizing on opportunities to create incremental revenue
• Consistently drive client satisfaction by developing a comprehensive understanding of the client, building effective relationships across all levels of the organization and delivering best in class service and quality
• Trusted troubled account turnaround expert
• Selected to lead Business Reengineering Initiatives including the Applications Sales Solutioning Solution Turnover Initiative and the Global Delivery Transformation for Program/Project Management
• Background in Account/Business Management, Program/Project Management, Information Technology and Consulting in the manufacturing, financial and healthcare industries

Professional Experience

Confidential

Account Delivery/Program Manager

• Responsible for the delivery of IT services, providing application development and infrastructure support, across the North Region.
• Developed a plan to improve quality of services and growth potential within the account in direct position to HP regional account executive.
• Successfully applied project management metrics for incident tickets, costs to complete effectively focusing on efficiencies that translate into cost savings for the client.
• On-site with Government Agency, as needed, to address delivery issues and implement corrective actions.
• Owned client relationship at the Chief Technology Officer CTO level ensuring client satisfaction by proactively and effectively addressing account issues.
• Developed Statements of Work to clarify services at the task level and monitored progress to completion.
• Applied standard software processes for providing production support services to improve the quality of deliverables.
• Created and manage Profit and Loss Statement, to include forecasts, accruals and invoicing for services.
• HP Enterprise Services US Public Sector State and Local Government

Account Delivery/Program Manager

Confidential

• Responsible for development and delivery of a 30M Early Learning Information System ELIS, providing a web-based, centralized information system supporting the oversight and delivery of assistance to local early learning coalitions and child care providers in order to improve the quality of service for Florida families.
• Tasked to resolve delivery issues and adverse financial impacts in direct position to HP regional account executive.
• Led Go to Green Teams to assess program, complete root cause analysis, develop Corrective Action Plan, and direct implementation of new solution.
• On-site with Government Agency to address and resolve delivery issues and implement corrective actions.
• Owned client relationship at the Program Director/IT Sponsor level ensuring client satisfaction by proactively and effectively addressing account issues.
• Managed supplier integration ensuring collaboration with other state vendors to produce mutually supportive efforts.
• Directed the overall design and development of functionality for the new information system that would support re-engineered business processes used by the state agency.
• Successfully applied standard software processes for planning, monitoring, adjusting and controlling a series of activities to achieve desired deliverables while balancing constraints on budget, time and resources.
• Created and manage budget, forecasts and schedules to make sure the projects remained on-time and within budget.
• Wrote several change controls additional revenue with an average value range of 250k - 2 M USD.

Confidential

Regional Leader

• Conducted independent reviews of the development and delivery of Applications projects, from Pre-Sale through Deployment to identify and resolve issues with the potential to adversely impact contract compliance. Reporting directly to the Vice President, role focused on the turnaround of troubled accounts, process improvements and mentoring of Program Managers across multiple business segments in the North American region 8 business segments .
• Performed over 30 Open Project Reviews OPRs, to ensure projects were producing quality deliverables using standard tools and processes.
• Ensured application of sound Project Management principles to new Development projects 20M and above by executing facilitated Project Quick Start Sessions.
• Counseled account executives experiencing delivery issues and financial impacts on large scale, complex projects 20M up to 120M .
• Led Active Response Teams ARTs performing assessments to determine root cause analysis, develop and implement Corrective Action Plans.
• Chosen by senior leadership to lead troubled account turn-arounds, including NASD, State Farm, BSBC and Bristol-Meyers Squibb.
• Coached and mentored account delivery staff.
• Developed a pre-sales risk assessment tool to enable early identification of potential areas of risk supported sales efforts of multiple business segments through pre-sales reviews.
• Established the Program Management Office PMO to provide standards, reporting and metrics for the Delivery Assurance team.
• Defined the PMO Accountability Model, including a program charter, organizational breakdown structure, RASIC and Work Breakdown Structure.
• Designed a process model/tool Dashboard to track and report status of multiple engagements across all regions.
• Debriefed, synthesized lessons learned and developed process improvement recommendations.
• Responsible for day-to-day operation of the Program Management Office, including financial performance, team staffing and training, communications, executive presentations

Confidential

Program Manager

• Led the HP/General Motors GM Account Global Delivery Transformation for Program/ Project Management to enable consistent delivery of Projects through PM disciplines.
• Created and implemented a common Program Management Office PMO which enhanced Delivery Managers' capabilities
• Presently universally employed across the HP/GM account
• Improved portfolio oversight by increasing efficiencies in Proposal Management, Project Management and Administrative tasks associated with the PMO
• Defined and implemented Performance Review Tollgates resulting in reduced delivery costs and improved customer satisfaction for all HP/GM IT Projects
• Implemented a consistent reporting and monitoring mechanism which improved transparency and predictability in Program and Project Performance
• Led the Enterprise Program Office EPO, providing oversight and verification through an integrated analysis of both Client and Internal Projects.
• Defined EPO accountability model, including a program charter, organizational breakdown structure, RASIC and Work Breakdown Structure.
• Established project registration criteria to ensure registration and tracking of all projects at the Enterprise Level.
• Formalized, implemented and supported project management reviews at various levels within the delivery organization leadership team.
• Responsible for the day-to-day operation of the EPO, including financial performance
• Concurrently led the Program/Project Management re-engineering efforts for the GM account
• Key contributor in the pursuit of a new 2006 master services contract with GM to provide IT services.
• Major role on team providing solutions for Project Management and CMMi across multiple lines of business

Confidential

Project Manager

• Supported GM's Engineering Business Systems and Computer Aided Test Systems by managing multiple application development sub-projects and ongoing tasks with a multi-million dollar budget.
• Developed a Project Plan with multiple deliverables to support Plan Define activities Proposal Development as well as maintenance and enhancements to existing applications
• Successfully applied a standard software process CMMi Level 4 compliant to plan, monitor, adjust and control a series of activities, achieving desired deliverables while balancing budget, time and resource limitations.
• Improved the efficiency of the proposal development process by creating templates and a proposal management tool.
• Wrote several proposals enhancements with an average value range of 250k - 2 M USD.
• Configuration Management Subject Matter Expert SME for Computer Aided Test Program Office.
• Performed CM Baseline Audits and produced Audit Reports for all active projects within the Program Office to ensure that the Configuration Management tools, processes and training produced expected results.
• Developed a guideline and developed and implemented training for setting-up new projects in Visual Source Safe.
• Assisted the HP Global Product Development Account in pursuit of CMMi organization certification
• Key contributor on the team responsible for the creation of CMMi Level 4 compliant processes and training
• Served on the Assessment team for Mini and Formal SCAMPI Assessments
• Effectively applied Quantitative Management Processes CMMI Level 4 on various development projects.

Confidential

Systems Engineer

• Supported several GM Body Test Lab systems, including system management, requiring comprehensive knowledge of the client operation and application of specifications necessary to meet GM and Federal Government Standards.
• Project Team Leader for several development projects:
• New GM Anchorage Test System related to client compliance with federally mandated test procedures for seat belt anchorage systems involved three scheduled releases and was managed with a standard software development methodology
• Rebill Hours Database for the GM Body Test Lab, to manage test hours worked by Body Lab personnel billable to multiple GM divisions coordinated the development and deployment with a central group.
• Test Procedure System for the GM Body Test Lab, to create a repository for local, GM and Federal Government test procedures coordinated the development and deployment with a central group.
• Operations Manual Team, which developed a template to create a manual containing all the pertinent information needed to support a test system.
• Active member of the Divisional Contingency Management team. Focal point at the account level for distribution of information and progress reporting. Ensured development and maintenance of Contingency Management Plans and coordinated yearly testing of the plan.
• Member of Divisional Customer Relationship Vision Team whose objective was to develop training that would help team members improve the relationship with the customer.

Confidential

Business Relations Analyst

• Provide on-site technical support to the customer by developing and maintaining several test lab applications. Maintenance and Enhancements to these applications were completed by using a standard software development methodology.
• Other responsibilities included managing profit/loss statements, developing maintenance depreciation schedules for test lab equipment, monitoring RISS PO billing schedules and the focal point for the teams' procurement activity.

Confidential

Computer Systems Operator Team Leader

• Interface with support groups for scheduling applications to test in the Integration environment.
• Maintain the schedule and provide feedback on Integration testing by measuring the set-up and stability of the environment.
• Other Systems Integration Center responsibilities included monitoring system performance, preliminary hardware and software problem diagnosis, disk backups, file restoration, responding to help desk calls, maintenance of printers/queues and tape library integrity.