SUMMARY

• Over five years of experience in the design and development of Business Process Management (BPM), Business Rules Engines (BRE), and Customer Relationship Management (CRM) applications using PRPC and CPMHC.
• Experience in the Healthcare domain having implemented multiple BPM projects for streamlining operations in various areas, including: Customer Service, Account Management & Sales, Medicare & Retirement, Membership, Claims, Group/Sponsor Management, and Provider Relations.
• Experience in leading & managing projects through the complete life cycle starting at requirement gathering, analysis and design through construction, testing, and deliveries using SmartBPM, Agile/Scrum, and Waterfall methodologies.
• Experience leading DCO sessions to define the scope, size the projects, capture requirements, create the application baseline, run the application profile, create use cases, document the data elements/property matrix, and manage the project artifacts.
• Experience interacting with business users to identify information needs and initiating process changes, requirements gathering, and documenting use cases, use case specification documents, business requirements documents, and functional requirements documents.
• Experience analyzing and documenting existing business and technical processes, developing strategies, and making recommendations for process improvement.
• Experience facilitating Joint Requirement Planning (JRP), Joint Application Development (JAD) with Business User Groups, Subject Matter Experts, and IT to limit the change process and develop the design of the solution.
• Experience with Gap Analysis to check the compatibility of existing systems with new business requirements.
• Experience developing, executing and managing User Acceptance Testing (UAT), Quality Assurance (QA) in reviewing Test Procedures, Test Plans, and Test cases, reviewing and maintaining test scripts both manually and automated. Managing the defect process and working with the development teams and BAs to address and resolve any defects or issues found.
• Experience in designing and development of End to End Class structures, User Interfaces, Process Flows, Activities, Decision & Declarative rules, and Security management.
• Experience in database configuration, database programming, and RDB rules to query external databases.
• Experience in troubleshooting & performance tuning using the Rules Inspector, Clipboard, Tracer, PAL, Preflight, DB Trace, and PLA.
• Experience leading QA and test teams to execute smoke, functional, integration, load, automated, and UAT test efforts.
• Experience leading a matrixed team that provided production support for all Pega built BPM and CRM applications.

PROFESSIONAL EXPERIENCE

Pega Lead Business Architect System Analyst

Confidential, California

Responsibilities:

• Successfully delivered 8 project sprints for large strategic customer service application supporting over 20,000,000 million UHG members and used by over 1,700 CSRs. Application was built using PRPC and CPMHC with over 30 integration points.
• Managed onshore/offshore business architect team tasked with facilitating DCO/Elaboration sessions, coordinating playbacks and walkthroughs, producing requirements, use cases, data elements/dictionaries, and working with QA during testing phases.
• Worked closely with PM, LSA, and QA Lead to size and define scope for project sprints using the Pega Sizing Tool.
• Facilitated DCO/Elaboration sessions to capture requirements, create atomic use cases, data elements, and define process flows.
• Mentored staff on BPM, Agile/Scrum methodology, and implementing Agile Test Driven Development (ATDD).
• Managed 7 direct reports: 7 Pega Business Architect System Analysts.
• Managed QA/test team responsible for Integration, Regression, Performance, and Automated testing for all CRM projects.
• Worked with Business Architects and SMEs to define and design test scenarios and generate test data.
• Met with business and development teams to review and analyze business and system requirements.
• Created Requirements Traceability Matrix to map test cases written against requirements and use cases.
• Participated in daily Scrum meetings and provided updates on testing activities to the development team.
• Led daily defect triage and requirements traceability matrix meetings. Created defect reports and worked with business owners, Business Architects, and development team to prioritize which fixes should be included in the current test cycle.
• Performed Regression testing on weekly builds manually and by running automated scripts using QTP.
• Worked with test automation engineer to create bulk performance test data using LoadRunner automated scripts.
• Used SOAP UI to validate the WSDLs and web service calls to the different data sources from CRM.

Project Environment: PRPC v6.1, CPM - HC v7.4, Quality Center v10.0, QTP v10.0, SBM, SoapUI, Fiddler

Senior Business Architect

Confidential

Responsibilities:

• Involved in identifying the project stakeholder goals and defining project scope. Led project sizing discussions.
• Led and facilitated DCO sessions with impacted business unit SMEs and technical team members to gather, analyze, and document business requirements; write use cases, document functional and non-functional specifications.
• Created AS-IS and TO-BE Process Flow maps for review with the business and development teams.
• Managed testing effort with offshore testing team: created test cases, validated defects reported, executed regression test packs, provided smoke testing of bug fixes, and sent out release notes and change logs.
• Mentored junior team members on SmartBPM methodology, requirements traceability, and QA/testing.
• Project Environment: PRPC v6.1, CPM-HC v7.4, WAS v7.2, MSSQL 2008, Windows Server 2008
• Facilitated DCO sessions to define requirements for new application functionality and product backlog items.
• Developed business use cases, user interface specifications, and user requirement specification documents.
• Lead process discovery phase and creating discovery maps, generating work flows from maps.
• Attended product management meetings to define features and functionality of the Product Composer System.
• Worked with business owners and SMEs to develop test cases for system integration testing and UAT.
• Participated in Project Review Board meetings as a member of the project leadership team.
• Provided unit testing support to system architect team and executed test cases written by vendor partner.
• Managed deliverables by vendor partner contracted to build UI and business process workflow components.
• Worked with business and development teams to create training materials for end users of the different applications.
• Part of the executive committee that delivered the framework for the creation of a Pega Center of Excellence.
• Attended Pega Blues Process Network meetings to share best practices and lessons learned implementing Pega.
• Helped establish configuration and release management process used by development teams.
• Managed 12 direct reports: 4 Pega SAs, 2 Pega BAs, 3 Web Services Developers, and 3 Pega SSA contractors.

Project Environment: PRPC v6.1, CPMHC v7.4, PegaCALL/CTI, AES, BIX, WAS v7.2, MSSQL 2008, Windows Server 2008, MS Project, SharePoint 2007, SmartBPM, Virtusa ASD, DCO, Agile/Scrum

IT Project Manager

Confidential

Responsibilities:

• Delivered a sales application resulting in an increase of over 500% in sales by automating the sales process - leading to greater efficiencies over the manual spreadsheet workflow used before (28,000 via CRM vs. 5,000 manually).
• Led the successful upgrade of PRPC v5.5 and CPM-HC v7.2 to PRPC v6.1 and CPM-HC v7.4.
• Managed multiple design, usability, and performance health checks and remediation efforts based on results found.
• Worked with infrastructure teams to build out the development, QA, system test, and production environments.
• Interviewed onshore/offshore candidates and negotiated MSA with implementation partner Virtusa.
• Evaluated proposals from leading BPM providers prior to selection of Pega PRPC for development of CRM project.
• Project Environment: PRPC v5.5, CPM-HC v7.2, WAS v7.2, MSSQL 2008, Windows Server 2008, MS Project, SharePoint 2007, SmartBPM, Virtusa ASD, Agile/Scrum
• Managed the delivery of all IT projects and provided training to staff on the usage of HMSA’s Online Care.
• Worked with Hawaiian Tel to bring high speed internet service to the Kalaupapa Nursing Facility on Molokai which allowed doctors and nurses to engage in telemedicine from Honolulu to Kalaupapa.
• Led functional, integration, and UAT test teams for bug fixes and functionality delivered by development teams.
• Participated in community events as the technical SME and program evangelist.
• Worked with customer relations and technical support staff to resolve daily issues reported by end users.
• Managed the system testing efforts for the BCBSA BlueSquared 3.2 upgrade and implementation.
• Coordinated testing of deliverables with other BCBS plans to validate inter-plan compatibility.
• Managed the implementation of a single sign-on solution between HMSA’s member portal (MyAccount) and a branded 3rd party website (HealthMedia).
• Managed testing efforts between internal staff, a subsidiary, and vendor resources to validate deliverables.

Business Analyst/Project Manager

Confidential

Responsibilities:

• Managed the launch of 4 website updates with 15 new features that increased revenue by over $20 million dollars.
• Helped negotiate existing contracts with vendors saving Hawaiian Airlines more than $300,000 over a 3 year period.
• Led the development of a QA lab and the creation of new workflows for interacting with the offshore QA team.
• Managed the development of a Performance Dashboard, to monitor the performance of the hawaiianair.com website.
• Helped develop the Product Development Life Cycle used on web technology initiatives at Hawaiian Airlines.
• Successfully delivered Managed the complete project life cycle: determined project scope, performed all scheduling and planning, led project team of 8 in documenting requirements, development, testing, and implementation of solutions delivered.
• Reported to Access Hawaii Committee detailing resource allocation requirements, project statuses, milestone achievements, and project timeline adherence for Hawaii State web-based projects managed by HIC.
• Led the redesign of existing websites to comply with government standards for optimum usability and accessibility.
• Managed the successful migration and conversion of multiple web applications from PERL to JAVA.
• Helped the Hawaii State Judiciary develop an online volunteer management system for their VIPS program.

Senior Consultant

Confidential

Responsibilities:

• Worked with many educational institutions to help evaluate their needs and develop a technology roadmap strategy.
• Worked with the Hawaii e-Academy to help them evaluate different open source web-portal solutions.
• Spoke at many conferences on the value and importance of adopting open source technology solutions in education.
• Worked with technology steering committee members to create a 5 year technology roadmap for Punahou.
• Led the design, development, and implementation of multiple online portals and applications.
• Implemented a content management system allowing faculty and staff to manage their websites from anywhere.
• Created RFIs, RFPs, reviewed proposals, and negotiated contracts with vendors and partners.
• Oversaw the creation of a new data center and upgrade of internet bandwidth capacity from T1 to T3.
• Managed 7 direct reports: three Project Managers, three Applications Developers, and one Network Administrator.

Director of Product Management

Confidential

Responsibilities:

• Led the development of an online travel booking engine with revenue over $60 million dollars a year.
• Responsible for the development and growth of new markets by identifying new revenue models.
• Developed marketing and sales partnerships with regional travel suppliers all across the Hawaiian Islands.
• Managed 5 direct reports: two Product Managers, two Business Analysts, and one Graphic Designer.
• Responsible for product development and project implementation for natural language search engine website.
• Managed functional spec writing, usability testing, HTML mock-up designs, production, and launch of new features.
• Company evangelist at trade shows and participated on many industry panels related to search engine technologies.
• Managed 9 direct reports: three Product Managers, two Technical Writers, one Graphic Designer, and three Interns.
• Managed the role out of E-Z Data’s new hosted ASP customer relationship management product.
• Created functional and technical specifications and worked with the development team to deliver the new products.
• Lead marketing efforts by generating new collateral and managing the direct mail/lead generation campaigns.
• Responsible for creating training material and was the company evangelist at trade shows and analyst briefings.