PROFESSIONAL SUMMARY:

• Successfully completed multiple projects as a Sr. Consultant over the past five plus years and more than twenty years as a Program/Project Manager, gaining experience, tools/techniques and strategies to implement successful projects and programs.
• PMP Certified as a proven leader in complex initiatives which include Mergers and Acquisitions, Financial Systems, Telecom Provisioning Systems and Single Sign On Implementations. Responsibilities include major revisions of both client and internal corporate strategies and processes.
• Led large, multi - system, business process, multi-country implementations. Project and program experience includes Service Delivery, Software Development Life Cycle (SDLC)
• Web Applications and IT Infrastructure utilizing management methodologies including PMI, RUP and Scrum/Agile. Excellent communicator with the ability to lead project teams effectively and build lasting vendor/client relationships.

PROFESSIONAL EXPERIENCE:

Senior Program Manager

Confidential, Denver, CO

Responsibilities:

• SOW for 3 month Assessment - Completed Successfully. Staffed and managed team of 10 Senior Project Managers, Business Analysts and Inventory Auditors to create Assessment and Integration Program for two Environmental Services Companies that were merged with a $300,000,000 combined value.
• Created approach, interview templates, Sharepoint site called “The Temple” that housed Work Performance Data (i.e. Issues, Risks, Changes, Best Practice, Quick Hits, etc.) that captured key findings across all aspects of the organizations including complex ERP Union Payroll, Operations/Finance, Accounting, Human Resources Environmental Safety and Health and Fleet and Asset Management functional areas.
• Team conducted 95 interviews, assessed 20+ systems, collected key data for moving ERP System from Penta to Microsoft Dynamics Ops Portal Dashboard, Systems and to integrate into a single organization in just 4 months.
• Managed resources, developed program budget, staffing, methodology and created templates for all deliverables.

Program Manager

Confidential, Providence, RI

Responsibilities:

• Responsible for Single Sign On (SSO) / SAML 2.0 Program and PKI SSO client implementations for City National Bank, EverBank, Securities Management & Research, Securities America, Ameristar, UMB, Securities Services Network, Northern Trust, Fifth Third Brokerage, Thrivent (double SSO roll out) achieving a 200% increase in deployments on a one year contract.
• Successfully planned and led a 50+ client SAML Upgrade, utilizing Change Management, Large Implementation Best Practice procedures, Deployment and Security Plan, Communications Plan, Issue Management, Production Support Plans, Dashboard Metrics to Executive Management.
• Created Tracking to communicate and replace s, working with XML Spy, Metadata Validation against Oasis Standards, created Production Support Procedures and created all new tools (Kick Off Presentation, Implementation Guides, Milestone Deliverable Schedule, using Attribute Query Profile, Single Log Out Profile, etc. to shorten the three month average time to deploy to six weeks, with 5 client deployments in flight simultaneously (previously was 3-5 total per year). Also created new standardization requirements for already installed solutions and worked with 15 non-compliant clients to get them back into Fidelity standards to improve security and meet SAML Oasis requirements. One Year Contract that I extended to 16 months.

Manager, IT and Business VP Support

Confidential

Responsibilities:

• Successfully led 45+ IT and Business Teams to migrate two acquired Latin American Money Transfer financial companies onto the Western Union systems/processes. Created and utilized phased methodology and integration tools to support 650 integrated and dependent tasks. Traveled bi-weekly to Montvale, NJ to work with 20+ system teams to identify a variety of tasks, timings (start/end durations), dependencies and validation tasks by the Business and provide oversight and a new methodology that supports all parts of the Enterprise.
• Created Contingency Plans and Roll back tasks, tested through Dry Runs and Mock Drills that reduced risk and provided valuable insight into the myriad of moving parts and validation processes to be completed by the business to ensure a smooth implementation.
• Provided key al support for the Business VP and SVP to create a unique methodology and communication tools. Command Center created to work through key, high priorities issues pre-implementation, implement the integrated schedule and provide oversight for the Dry Runs and Mocks to ensure that every team was on target to complete tasks and meet key timing milestones and ensure dependencies across teams were properly negotiated and could be delivered as committed.
• Coordinated Contingency Planning and Roll Back lists, critical to support ongoing business should work become delayed or the ability to turn the business back on was not achievable. Key Touch Points and Stakeholder Decision calls were included in the overall methodology and Communication Plan.
• Created Issue Management solution for Service Delivery post-implementation issues, utilizing Unisys Delivery Methodology that was enhanced to ensure rapid issue resolution occurred. Utilized War Rooms / Open Bridges, Webex, Issue Tracking Tools for one week after implementation to support ongoing business and make rapid code changes, business process changes to get through the height of the most critical path issue resolution time period.

Senior Project Manager

Confidential

Responsibilities:

• Responsible for management of three unique teams utilizing SDLC methodologies. Responsible for the wholesale improvements to the legacy Apollo Travel system and the integration into a new Universal Desktop solution (includes Provisioning, Portal, Segment Select, Galileo and Apollo). The Apollo team was responsible for taking complex business requirements as established by the Product Team and resolving over 200 defects using the Scrum/Agile methodology. Included management of both onshore/off shore Development and QA Teams, Product, Business Analysts, etc.
• Responsible for the User Interface Team that is compromised of highly productive, expert developers to resolve complex User Interface Development issues down to the point/pixel/interstitial level. This team was recognized by Senior Management for fixing over 600 defects in just over a 3 month period. Personally recognized for the management, organization and support of this team to improve processes and communications with Product and off shore IGT and Cognizant Teams.
• Responsible for “projectization” of the Upgrade Schema team that consumes schema changes that came out of the previous Universal API Release. Created workflow tool within an established Developer Code Management System (TFS). Created new reporting and ensured quality standards and appropriate testing across multiple teams occurred to remove issues for the Universal Desktop products customers.
• Created new Program Reporting capabilities, including new Release Management Schedule utilizing new OnePager software and Project Status Reporting and key metrics roll up through Clarity, utilizing IBM Focal Point tool to track IT Project Status for Universal Desktop and Universal API solutions.

Senior Program / Product Manager

Confidential

Responsibilities:

• Successfully created and implemented a new Brokerage (Investor/Broker) Investment Portfolio Accounting and Portfolio Reporting (PA/PR) Reconciliation process for a new product that is used by Broadridge Broker clients to identify errors with various data issues found in the Back Office and resolve them both globally as well as incrementally. Vice President of Division personally requested that I lead the conversion of a top tiered client (Barclays) and 5 vendors to support Back Office Operations and successfully deploy into production.
• Lead a high visibility legacy system conversion project to move 12 clients from the ProVisor platform to the new Aspire system over 6 months. Managed secondary system conversion (POSSE) that consisted of 15 large clients over to the Aspire platform. Managed new highly customized implementation for PrimeVest into an existing product offering. Total budget was $2.5 million. Also hired and managed 2 Business Analysts as well as created an improved QA Process to provide reduced time to production and defect resolution. Used MS Project, Remedy and various custom applications to manage multiple projects and roll up to an Executive Dashboard for Senior Management.

Senior Program Manager

Confidential

Responsibilities:

• Senior Program Manager in the Business Management Group at Qwest. Leadership to complete Release Management, initiate new programs and integration of existing programs into Self Service Portal. Customer Hub is the enterprise data management system that provides the customer contact and billing perspective for Qwest’s Business Customers from Lead Generation, Prospecting, Sales Generation, Quoting and Contracts. The framework was built using Oracle/Siebel.
• Led a Mergers and Acquisitions integration for network consolidation of a large fiber company into Qwest’s 30+ systems and networks to support a new line of business from Ordering (ATL/BTL), Provisioning, Inventory, Reporting, Surveillance and Billing. Multiple Release Schedule over 5 years required for planning, budgeting, managing complex teams, problem management, issue management, change management and mastering Qwest’s unique management tools used to track programs through the process and following an Agile Iteration Development Cycle and Rational Unified Process (RUP) methodology.
• Responsible for managing Vendor Relationships with IBM, creating a complete Business to Business Ticketing Gateway solution to support Network Management, Security and Server Management as a new product offering service for Qwest. Managed creation of new integrated Managed Services Dashboard and Reporting website that provides a cohesive, integrated view of client’s issues management, new service requests and changes within customer’s environment utilizing Qwest’s Transport, IBM’s monitoring and support services. Solution was leveraged to support multiple interfaces with hundreds of product offerings with external clients. Able to take a fledgling program and create a successful, repeatable program following Qwest’s RUP QSDP processes and providing key improvements and benefits for a General Availability Release. Program Budget was $6.5 million, managing 100+ people at Qwest and IBM.
• Led Statement of Work negotiations with IBM to develop and deploy IBM Datapower server solution to support multi-company ticketing system. Led contract negotiations with IBM Data Center with failover and redundancy solutions.
• Used Planview, Clarity, Sharepoint tools to manage programs.

Infrastructure Services Implementation Manager

Confidential, Austin, TX/Denver, CO

Responsibilities:

• Senior Implementation Manager responsible for the end to end assessment and implementation of Service Delivery solutions for Unisys’ clients. Successfully implemented complex Global and National Service Delivery solutions for Ameriprise, Detroit Public Schools and Black Rock. Created new processes, reporting and project management tracking tools to gather initial Assessment data from clients and their vendors. Provided next generation solutions and recommendations for improvements using ITIL Foundations and certified as an ITIL practitioner. Developed and implemented new Issue Management, Problem Management, Change Management tools and processes across all Unisys Call Center clients using new cloud AT&T IVR solutions, reporting metrics, data analysis on call patterns that led to more robust agent and reduction of staffing models being utilized. Coordinated hiring,, testing of knowledge with client’s oversight.
• Utilized BMC Remedy modules for Ticketing, Change, Configuration Management, Help Files, Avaya email and I-Chat tools and created life cycle implementation program so other clients could easily deploy into their environments. Interfaced with and traveled to 8 countries for Black Rock Help Desk deployment and worked out of London office coordinating each deployment into Holland, Germany, UK (England, Ireland, Scotland), Denmark, Italy and France ensuring culture, language, help files and solutions could be tailored for each country and provide redundancy to ensure 99.99% SLA Client Support for their IT Services.

Service Delivery Manager

Confidential, Denver, CO

Responsibilities:

• Provided internal customer support and rolled out new Service Delivery solution with Accenture for internationally located Gold Mines. Utilized ITIL methodology and Outsource Vendor Management (Accenture, CompuCom, Level 3, Equant and Dell). Created internal departmental customer liaison position to conduct research, and recommendations to support global, multi-site administration of complex mining systems and IT applications that included access set up for Hyperion, Lawson, AICPCM Bonus System, Pension, Informatica (Business Intelligence Reporting), Microsoft .Net Technologies, Java, SQL, etc)
• Responsible for the implementation of new Dell Computer Management services and imaging of all computers throughout the world for rapid updates and to get computers to the field with their appropriate systems through the creation of multiple images that could be loaded and a computer sent anywhere in the world through Dell’s services within 48 hours.
• Responsible for leading new Sarbanes Oxley approval solution utilizing Sharepoint, creation of Requirements gathering tools, and rollout including throughout the organization. Reduction of 100 issues daily to get into process and only have 5 exceptions on average per week.

Director of Client Services

Confidential, Englewood, CO

Responsibilities:

• Created new position responsible for all client interactions as 50+ Fortune 100 corporate catering companies such a Boeing, Fannie Mae, Microsoft, various financial and insurance institutions, Oil an Gas Companies as well as higher catering facilities such as UNLV, Fordham University, UC Davis, University of South Carolina, etc. Responsibilities included creating new support models, based on each client’s unique requirements and user levels. Program Manager responsible for new sales, implementations with 3 month repeatable implementation plan and schedule to support Release Management through Service Delivery.
• Product Managed new state of the art technology build on a Microsoft .Net platform, SQL Servers, Relational Databases, Security Technologies, Credit Card Processing Security Standards, etc. Wrote Disaster Recovery Plans, implemented new features and created new Campus Venue product to target new market segments. Responsible for project management of client technical implementations, help desk management, implemented new issue tracking tool to support reporting metrics, marketing campaigns and performed Train the Trainer sessions for national accounts across the country. Wrote materials, presentation materials and developed web-based sessions for ongoing customer al support.