Senior Manager Resume

SUMMARY

Talented and accomplished IT Management Professional wif consistent record of success in multiple phases of IT - production and test environment support, QA Support, End-user Support, Service Delivery, process improvement and automation, leading and building onsite and offshore support teams.
Adept at leading, influencing peers and senior managers across multiple business units and organizations, in order to build a consensus, gain buy-in, and to deliver on business and technical objectives.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Senior Manager

Responsibilities:

Created detailed project plans, daily and weekly status reports, metrics and documentation. Managed scope, schedule, and costs.
Managed development/business relationship between Confidential management and SMEs. Facilitated all development meetings, daily status calls, project and defect reviews.
Presented status updates to PMO leadership, sponsor, steering committee, and corporate senior leadership.
Managed forecasts, capacity, allocation of resources.
Primary point of contact for escalations.
Created detailed project plans, schedules, weekly status reports, and other documentation for teh masking of EDI and flat files.
Managed development/operations relationship between Blue Cross management and SMEs. Facilitated all development meetings, status calls, reviews. n Informatica PowerCenter and TDM tools, to halp wif teh design and development, as well as becoming “hands-on” when needed

Confidential, Charlotte, NC

Lead Quality Support Manager

Responsibilities:

Create and manage work intake flow via halp desk/ticketing software tools.
Create policies, procedures, noledge transfer/ plans, SLA’s and associated dashboards for internal and external groups and senior management.
Manage relationships between support, development, and QA teams. Facilitate meetings, evaluations, merit reviews.
Co-ordinate day-to-day execution wif involved parties in Incident and Problem Management Process.
Monitor and manage teh progress of Incident Management & Problem Management
Identify problems from incident pool and form a team to investigate problems.
Identify and escalate problems dat need special attention by leadership.
Ensure dat Incident Management Service Levels and KPI’s are achieved.
Coordinate critical and escalated Incidents wif Individual group together.
Drive and coordinate teh participants in teh Incident management process when standards and procedures are not followed.
Drive teh problem team to work out appropriate solutions to resolve problems permanently.
Act as focal point in teh Incident and Problem Management wif involved parties.
Perform trend analysis on Incidents and raise Problems if a common root cause is lacking.
Document investigation findings, evidences, root causes and solutions.
Built smoke test and shakeout test scripts, dashboard, for monitoring health of test environments

Confidential, Lexington, MA

Vendor Manager

Responsibilities:

Created policies, procedures, noledge transfer/ plans, onboarding processes, services level agreements, statements of work, budget for managed captive offshore support.
Managed relationship between onsite/full time management, senior management and teh managed captive offshore vendor. Facilitated meetings, evaluations, merit reviews.
Reduced budget by 20%, while doubling number of resources using managed captive model, compared to traditional outsourcing.

Confidential, Wakefield, MA

Delivery/Project Manager

Responsibilities:

Working wif teh business to create standard SLA’s, metrics and scorecard programs to effectively measure and manage vendor performance in order to reduce costs and drive value across teh enterprise. This includes teh research, collection, tracking and reporting of performance metrics related to vendor service levels, maintaining information on vendor profiles and capabilities, and updating scorecards to support vendor portfolio management. Facilitating weekly supplier performance reviews wif business partners where metrics and scorecards will be shared to drive continuous improvement. Providing senior management wif monthly reporting metrics.

Confidential, Cranston, RI

Project Manager

Responsibilities:

Create project plans, dashboards, timelines, and other documentation for teh masking of over 200 applications on multiple platforms.

Confidential, Worcester, MA

Project Manager

Responsibilities:

Managed all aspects of scheduling jobs (inception, testing, production, sequencing, dependencies, success factors and reporting)
Worked closely wif technical analysts, business owners, and senior management, facilitating meetings a project plans and timelines.
Created Operational Documentation for newly formed Computer Operations group which holds all critical batch job information for support.

Confidential, Marlborough, MA

Senior Manager

Responsibilities:

Reduced installation defects 20% and ensured end-to-end testing.
Saved $3.0M by leading process improvements to mainframe batch CPU and storage.
Reduced ETL mainframe CPU time 60% and Sybase load times 75%.
Streamlined Customer QA processes, resulting in better workflow and lower costs.
Reduced expenses 25% for department by streamlining staff and improving workflow.
Introduced use of offshore resources. Established team in Confidential, developed job descriptions, and led orientations.
Authored technical orientation and usage documentation for new hires.
Earned multiple SPOT s for project management and performance excellence.