Summary

• In today's business environment a company's success is based on a good product, a dedicated management team, and a solid technology. As an IT professional, I offer extensive experience in all phases of technology management from departmental to project to resource and vendor management. With a background that includes the financial industry and start-up company, I offer the experience of large and small scale companies and the understanding of the defficulties faced by each. Further, with significant experience in managing expectations, I provide the one component often missed, how to get people, from lines of business to IT, to play nice with each other.
• My experience within the Information Technology profession consists of over 20 years in:
• Manage activities of vendors in the implementation of software, equipment, and services
• Managing projects ranging from 3 months to multi-year in duration
• Department P L and portfolio management
• Analyzing and organizing teams, systems, projects, and processes
• Recruitment, development and advancement of staff
• Development and implementation of new applications, architectures application, infrastructure, and risk management , SOPs, and SLAs
• People management of FTEs, consultants, vendors, and near / off-shore contractors including hiring, evaluation, training and disciplinary action
• Internal and external client interaction involving senior C Level management, project sponsors, and various IT teams
• Vendor negotiations and contract monitoring including development/monitoring of Statement of Works and RFPs
• For 11 years I served as Senior Service Delivery Manager for MBNA/Bank of America. Highlights of note include:
• Lead multi-discipline teams in implementation of third party and in-house developed applications
• Managed simultaneous project designed to replace unsecured protocols with secured protocols and implement failover systems for departmental applications
• Restructured team managing 27M portfolio, centralized forecasting, and tracking for 40 concurrent projects
• Budget planning for full project lifecycle
• P L monitoring to guarantee funding for resources
• Established and monitored Statements of Work and Fixed Bid Contracts
• Monitor and modify SLA's between Development, Operations, and Lines of Business
• Managed projects designed to implement Basel guidelines
• Managed projects designed to fulfill requirements within SOX as well as other federal and state regulations and laws
• As Manager of Operations and Technology my 11 year tenure with Hospital Billing Collection Service, a non-profit start-up healthcare company, I:
• Managed development teams in program development using various technologies
• Maintained 24/7 Computer Operations in a call center environment
• Responsible for 75 of department's budget
• Created and directed Help Desk Support for a 24/7 operation
• Negotiated IT vendor contracts including hardware, software, resource, and environmental support
• Supported physical moves in response to growth and acquisition. Designed and oversaw construction of new computer environment. Executed move in 22 hours, with minimal effect on operations and no data loss.
• Developed short and long term goals for IT to meet corporate goals.
• With both of the above employers I have been responsible for gaining an understanding of user needs and providing support in a manner that meets those needs. I look forward to discussing my qualifications with you.

MANAGEMENT SUMMARY

• Professional with a background in department organization and management, all phases of project management from definition gathering to implementation, cost control and financial management and management of internal, off and near-shore resources and vendors.
• Department Management, Service Delivery, Business Technical Process Improvement, Program Management, Policy Development, Application Solution Development, Large-Scale Deployments Migrations, Financial Analysis, Vendor Management

PROFESSIONAL EXPERIENCE

Confidential

• IT consulting firm
• Responsible for the oversight and coordination of activities of internal and external vendors in the support of the divestiture
• Project budget oversight and review of project expenditures
• Managed requests for services from lines of business providing weekly and monthly metric reporting
• Oversaw and coordinated requests for software, hardware, telecommunications, and personnel
• Conducted numerous sessions between lines of business and IT to identify issues related to IT response to requests and implemented processes to resolve issues
• Lead the team responsible for security audits to verify access revokes have been completed and processed according to best practices

Confidential

Senior Service Delivery Manager

• Managed teams across multiple disciplines with a focus on the development of staff and process improvements. Oversight of activities of development teams consisting of FTEs, internal / near / off-shore contractors and vendor resources.
• Managed teams of 15 - 30 resources that consisted of FTEs and contractors On-Shore contractors, Off-Shore contractors, near-shore and vendor contractors .
• Identified and implemented processes to track vendor contracts in order to verify accuracy of billing and work.
• Responsible for identifying and implementing improvements to development processes, financial tracking, resource allocation and project estimation.
• Managed concurrent large-scale implementations for Europe and US operations.
• Coordinated change managers and technical teams in the implementation of fail-over environments for 8 corporate critical applications in US, UK, and Spain.
• Coordinated project managers and technical teams in the replacement of unsecured protocols for 21 applications within the US.
• Managed team of development DBAs in the creation and maintenance of datamarts, data warehouses and interfaces
• Managed project in the creation of requirements to develop databases to be used for data mining
• Developed project timeline, resource requirements and budget for presentation and acceptance by line of business.
• Development of SLA's between Development, Operations, and Lines of Business
• Identified inefficiencies within review processes for proposed projects:
• Increased accuracy of project estimation from 50 to 90 over 6-month period.
• Introduced project reporting process and resource tracking application to improve budget and personnel forecasting accuracy to 99 of forecasts.
• Assumed management of failing corporate critical project that was 18 months behind schedule:
• Stopped all development and conducted 3 all day sessions between lines of businesses and IT to reset project requirements and expectations
• Developed procedures and protocols for on-going requests to modify requirements to stop scope creep
• Established new project timeline, project budget and resource requirements
• Managed all aspects of 18-month Oracle implementation for AP, GL, Purchasing, Fixed Assets, and Internet Procurement.
• Developed and maintained project and resource plan
• Managed team of 30 Oracle developers and DBAs
• Controlled project budget of 5M and executed project 6 months under schedule and 1M under budget.
• Supported IT aspects of MBNA acquisition by BAC including reorganization of financial, resource, and estimation department.

Confidential

Manager Operations Technology

• Played integral role in start-up company from initiation to established organization within hospital AR financing and collections. Liaison between IT and marketing department. Architected and directed implementation of 2 new services and supported development of 2 additional services.
• Directed client-facing engagements including development of specifications for account placement and payment processing for all clients.
• Acted as liaison between IT department and Sales force and potential clients:
• Provided on-site client support and conducted needs assessment.
• Conducted technology presentations with senior hospital staff.
• Created and directed Help Desk Support for a 24/7 operation.
• Orchestrated construction of new facility and migration of all equipment to support company growth.
• Designed computer room including development of structure layout and environmental specifications.
• Contracted with and managed all vendors including construction, wiring, electrical and movers.
• Executed move and operational within 22 hours, 6 hours ahead of schedule with minimal no data loss or damage.
• Enhanced efficiency with implementation of new IBM and Xerox hardware including mainframe, DASD, tape back-up, and printers.
• Led evaluation and selection process for third-party electronic billing system.
• Implemented application as a new company service in Delaware location.
• Implemented application at multiple client sites.
• Managed development teams responsible for creation of interfaces between company and clients.
• Personally designed and implemented 2 new products and 2 client facing interfaces responsible for increasing Personally designed, coded, and implemented 2 new client facing interfaces
• New products increased revenue by 10 - 15 .