SENIOR TECHNOLOGY MANAGER PROFILE

Telecommunications, Insurance, Mortgage Operations, Call Center Operations

• Confident, self-directed, solution and results driven leader with over 16 years proven success in designing, developing and delivering cost-effective high performance technology and business solutions to meet challenging business demands. Consistently and rapidly delivered customer satisfaction and scalability while reducing operational costs through innovative automation, self-service and componentized solutions
• Cross-cultural agility, multi-industry functional management with crucial business expertise that includes:
• Program management
• Business process re-engineering
• Business requirements analysis
• Database management
• Business use case design
• Auditing and quality control
• Information mapping
• System testing
• Project management
• Vendor negotiation/management
• Call center technologies
• Training and development
• Curriculum design
• Customer service and retention
• Cross-functional leadership
• Mentoring
• Professional development
• Matrix management
• Staffing and recruiting
• Team building
• Productivity improvement
• Strategic Planning
• Workforce Management
• LEAN Process Improvement
• Quality improvement
• Technical writing
• Shared Services
• Supply Chain
• Business Case/Proposal Writing
• IT Strategy and Governance
• Elicit, document and manage
• business, functional, system and technical specifications.
• Simultaneously lead and manage multiple, complex, multi site projects, programs, cross functional and virtual project teams and activities relevant to project scope, deliverables, work plans, control resources and time lines. Intuitive Leader with excellent planning, organizational and team building skills with demonstrated skill in motivating high performance teams to achieve individual and organizational goals. Equally skilled in presenting business critical information using superior written and verbal communications. Out-of box thinker with optimal results.

TECHNICAL PROFICIENCY

IT PROCESS METHODOLOGIES: ITL Agile SCRUM Microsoft Solutions Framework ITPF Software Development Life Cycle SDLC Use cases using UML, RU Data modeling, systems and data analysis system, software and process testing test case design, database design lifecycle data security IT project management object-oriented analysis, Rational Tools RequisitePro, ClearCase, Rational Rose.

OPERATING SYSTEMS: MS DOS Windows v.3.11-2000, Windows 7, XP, NT Server/ Workstation UNIX and MS Exchange.

DATABASES TECHNOLOGIES: MS Access MS Excel Database Management tools MS SQL Server Active X Active Forms DCOM Oracle Crystal Reports DBMS CGI Fundamentals Meta Data JDBC Cognos Impromptu Relational Database Design.

CALL CENTER, CRM INDUSTRY-SPECIFIC

TECHNOLOGIES: Witness IVR Davox Dialer Winset Actiview Lightbridge ASI CSS Siebel Automation CRM Clarify Peoplesoft CTI. Convergys Precedent 2000 P2K Remedy Amdocs Premier Library Of Financial Systems LOFA Global Provider System GPS TBS sales order tracking tools ER product and pricing tools ICD 9 Coding CPT Coding Medical Terminology Calyx Point Fannie Mae 3.2 Sarbanes Oxley Clarity SharePoint.

GRAPHICS DESIGN SOFTWARE: iRise, Adobe Acrobat, MS Publisher, PageMaker, Quark Express, Corel Draw, Director 8, Illustrator, Photoshop, Dream Weaver 4, Dream Weaver Ultra Dev, Fireworks, Flash, FrontPage.

PRODUCTIVITY SOFTWARE: Microsoft Office, Microsoft word, Lotus Notes, Excel, Access, Outlook, PowerPoint, QuickBooks, ACT, Visio, Project, E-project, Share-point, Clarity.

EMPLOYMENT HISTORY

Confidential

Sr. Analyst IT Technology Portfolio Management Office

Senior level IT manager responsible for various IT Portfolio functions to ensure the effective implementation of Client and Product based initiative, including direct responsibility in mentoring and developing talent of Business Analysts, Project coordinators and contract Project Managers. Functional Responsibilities:

Team Leader: Business Analysts and Project Coordinators

• Provide mentoring and coaching leadershi to Business Analysis and project coordinator team and is responsible for maintaining a manner of leadershi and flexibility that diffuses pressure and promotes a team atmosphere.
• Responsible for assisting the Director by facilitating assigned activities including the coordination of resources for approved Projects, system improvements, and ad-hoc or emergency requests.
• Researched, developed and introduced new methodology, procedures and standardization for the Business Analyst team as a means to measure performance and develo Business Analysts according to the IIBA body of knowledge and the project coordinators according to the PMI standards.
• Assumes the Director responsibilities on a limited basis as required and in the absence of Department Director.

Business Analyst:

• Act as overall Enterprise Business Analyst for highly complex, large scale, highly visible projects often with direct project sponsorshi by CIO.
• Acts as lead BA on medium to high complex projects while acting as a project mentor to Jr. BA's.
• Act as functional expert in multiple relevant disciplines and provides strategic leadership.
• Collaborate with development team and provided technical assistance in identifying, analyzing and developing automated systems and procedures.
• Monitor and document post-implementation problems and revision requests.
• Act as a consultant with business and user community management to identify and document business needs and objectives, current operational procedures, problems, data scope, usage, input and output requirements and security.
• Provided analysis of current and future application limitations and make recommendations for future capabilities.
• Publish 'As Is' processes, conduct ga analysis, design 'To Be' processes and obtain a sign off from the key user/SME community.
• Responsible for facilitating and coordinating technical solutions for approved Projects, system improvements, and ad-hoc or emergency requests.
• Validate technical designs created by IT developers against functional specs, perform ga analysis and perform requirement traceability.
• Develop, coordinate and implement test plans to test business and functional processes.
• Managed UAT, including the creation of test plans, design of test cases, resource planning and execution of entire UAT phase for internal technology solutions.

Workforce Management:

• Strategic IT Workforce Management and capacity/demand monitoring,
• CA Clarity Resource Planning in conjunction with IT Project Governance .
• Mentor junior level Workforce Management Analysts,
• Coordinate with PMO Methodology and Analytics teams.
• Train Project, Program, and Resource Managers on how to use CA Clarity and analyze data from the tool.

Project Governance/ Strategic Planning:

Provide leadershi and strategic planning knowledge to groups and departments via the integrated Strategy Development Execution ISDE Process.

Project Manager:

• Acted as Project leader and handles complex problems and works with peers to resolve issues, design and implement quality solutions.
• Acted as overall Enterprise Project Manager for highly complex, large scale, highly visible projects.
• Acted as Project management SME on medium to high complex projects while acting as a mentor to project coordinators.
• Responsible for project resource, budget and timeline management and provide communication to leadershi on project status and critical issues.
• Managed risk analysis and mitigation plans.
• Defined milestone deliverables and establish critical success factors.
• Assisted Director with the visionary direction for technology solutions.
• Managed onsite as well as offshore teams in all projects extensively to ensure smooth project delivery from offshore.

Product / Program Manager:

Process Improvement:

Participated with Process Excellence Team in implementing LEAN Principles to improve operational efficiency within the technology organization.

Other Duties:

Selected to implement and serve as the first Technology Chair of Compassion Forward, an Asurion sponsored 501 c 3 charitable organization.

Confidential

Business Analyst NovaStar Mortgage

• Managed Software development projects to ensure data compliance with Sarbanes Oxley.
• Act as primary liaison between business units, system users and Information Systems by working with developers and systems teams to communicate business needs and requirements to developers and by providing technical specifications in layman's terms to the Business.
• Collaborated, evaluated, defined and implemented solutions to customer needs by performing JAD requirements gathering sessions for NovaStar Mortgage and Broker Manager Systems.

Confidential

CSR Program Consultant

Confidential

Professional Business Consulting Design

Confidential

IT Consultant - Business Analyst: Sprint PCS-Application Development

• Two separate contract positions in the same role
• Led and managed cross functional and virtual project teams and activities in relation to project scope, deliverables, work plans, control resources and time lines. Coordinated, mentored, communicated and managed the project activities of approximately 25-30 team members from various IT departments and other organizations, including outside vendors.
• Developed, created, and implemented new processes to support wireless web developers with technology-based issues.
• Documented, organized, tracked and communicated system requirements using Rational Tools Requisite Pro, ClearCase.
• Captured system behavior, scenarios, events and dependencies by creating, documenting and managing uses cases using UML Rational methodology.

Confidential

IT Development Business Analyst Lead Siebel Analyst

Confidential

Associate Process Analys

Associate Business Process Analyst

Associate Process/Business Analyst

Analyzed and matrix managed multiple process improvement projects affecting five nationwide 24-hour, seven-day per week call center operations.

Confidential

Database Examiner, Health Care Management Division

Held responsibility for maintaining and overseeing the quality of automated financial and provider relation databases.