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Technical Account Management/consulting Resume

Chicago, IL

CAREER SUMMARY:

A motivated, strategic thinking professional with more than 20 years of experience in information technology and professional services specializing in financial services, legal, public and government sector, distributions and supply chain, health care, SASS, consulting services and cloud solutions. Solution - driven manager of value adding programs and initiatives supporting enterprise wide growth. End to end execution of program concepts, management of complex cross functional workstreams, shifting priorities and leading international resources. Delivered strategic initiatives proven to improve systems, processes and bottom-line results.

SOFTWARE APPLICATIONS AND TOOLS:

Microsoft: Office 2003, 2007, 2010 (Word, Excel, PowerPoint, Visio, Access, InfoPath, Outlook, MS Project, Lync), SharePoint 2007, 2010, 2013 (with designer)

Cloud: AZURE, WebSphere, SharePoint, PowerBI, AWS - web and cloud implementations

Databases (ERP): Oracle Suite/Fusion, Peoplesoft, SAP, SAP HCM (Human Capital Management Module), JDE, Lawson, Lotus Notes as a database

Management Systems (LMS) such as Global Knowledge and Knowledge Pathways:

Reporting: Crystal Reports, Business Analytics

Telecom: Cisco, Avaya

Governmental/Public Housing Related: Yardi, MRI (property management)

Banking Related: Fiserv (Navigator, Premier Collections, Premier, Cognos Business Analytics, Director, Expedite)

Management Systems (LMS): Global Knowledge, Oracle Tutor and Knowledge Pathways SAAS, CRM ( Confidential, PeopleSoft, Oracle R13), LBI (Lawson), BI Solutions

CORE COMPETENCY:

  • Program Management: 5 or more related projects
  • PMO Development
  • Client engagement/relationship building
  • Resource Management/Direct reports
  • Recruiting/Sourcing
  • Mentoring
  • Solutions Development
  • Client Strategy
  • Process Engineering
  • Project Proposals
  • Status reporting
  • Meeting management
  • Budget management
  • Global Resource Management/Team coordination
  • Global Project Management

EXPERIENCE:

Confidential, Chicago, IL

Technical Account Management/Consulting

Responsibilities:

  • Management of global engineering teams, cross - functionally team support on global initiativesPartnership with product management teams globally, Agile coaching
  • Handling of vendor and client inquires and technical issues, remote support on data queries and reporting information, data analytics, report development, plan development, and various duties as applicable
  • Planning/Management/Tracking
  • Development of strategic plans and roadmap Management of projects using project management tools such as Smartsheets and JIRA, risk and issue tracking, creation of project plans (scope, schedule, budget) understanding of operations, internal processes, development of requirements, documentation, testing plans and use cases, validation and program management standards, management of scrum process and deliverables, development of status reporting standards, governance best practices and PMO tracking
  • Accounting Automation (Netsuite, Salesforce Operations), eDiscovery-Reporting)
  • JIRA
  • Smartsheet
  • Slack
  • Confluence
  • Reports

Senior Finance/Technology Project Manager Consultant

Confidential, Miramar, FL

Responsibilities:

  • Resource Management: 2 Business Analyst 1 Project Manager
  • Resource Planning and executive reporting
  • Planning/Management/Tracking
  • Development of project RFI, scope, SOW, project estimates, client communication tools, vendor management and communication
  • Standards and governance management
  • Process development, reengineering and management for new and existing systems
  • Budget development/management, resource estimates and cost analysis
  • Project Plans, scope, resource management/sourcing and tracking
  • Lead, coach and manage project managers and business analyst
  • Solution Lead/Technical implementation support
  • Project Proposals
  • Project Forecasting
  • Vendor management
  • Business facing
  • Implementation of CLM (Contract Lifecyle Management) system, end to end - replacing SharePoint solution Salesforce/Apttus contract management (cloud integration)
  • Mapping of security/identity roles, access, responsibilities, account management
  • Contract Management Mobile app discovery/requirements: 3 screens (iOS/Android
  • Implementation of Enterprise Project Management System tool SAP/Ariba CLM

Confidential, Miami, FL

Business Analyst

Responsibilities:

  • Cross - functional team management
  • Business Analyst resource manage
  • Client/Vendor Management
  • Internal Business stakeholder management and communications
  • Planning/Management/Tracking
  • Development of project RFP, scope, SOP, and SLA documents, project estimates, demand management, and client communication tools
  • Project Proposals
  • Budget, resource estimates and cost analysis
  • Project Forecasting
  • Project Plans, scope, resource management/sourcing and tracking
  • Status reporting, issues, risk tracking
  • Lead, coach and manage business analyst and vendor project managers
  • Vendor/Supplier facing
  • Billing Backlogs/Reconciliation
  • Business Lead and process management
  • Implementation of WFM (Call Center - NICE) system, end to end (RFI, RFP to Implementation) from Calabrio
  • Avaya connectivity
  • Cloud solution (custom Tableu reporting)
  • Requirements gathering for WFM/QM/Call Management/Call Recording
  • Forecasting, Realtime Adherence, Vacation Scheduling, Intraday Call, Report Statistics
  • Vendor engagement
  • Call center process reengineering
  • Multi-center location rollout (US and International Markets) - varying requirements
  • Infrastructure: Server upgrades, retirement
  • EMC VxFlex OS
  • Windows 2008/2012
  • SharePoint 365/2016 Hybrid implementation
  • Salesforce enhancements
  • SAP to Peoplesoft Implementation -ERP Solution
  • Web portal enterprise intranet site implementation
  • MXP/PCH System upgrade (software used to manage ship location, inventory and assets)
  • Management of shore/ship side data management and server requests
  • Projects: ServiceNow, Windows and SQL Server Upgrade, Exchange Upgrade, Telecom Solution Customization

Confidential, Rosemont, IL

Senior Program Manager/Customer Success (Technical Services)

Responsibilities:

  • Management of Business Analyst resources
  • Customer/Client facing for program management
  • Distribution Center point of contract for technical issues
  • Business point of contact for issue resolution
  • Work stream management
  • Development of direct report career plan and performance plan
  • Planning/Management/Tracking
  • Management of professional and technical services tracking issues, risks and escalation, for development, enhancements and customer engagement within the client program
  • Development of process improvement procedures
  • Development of governance policies
  • Designed and managed PMO reports for Professional Services
  • Creation of Heat Maps to track resource allocation
  • Mentor and coach business analyst and junior project managers
  • Development of project RFP, scope, SOP, and SLA documents, project estimates, demand management, and client communication tools, vendor management
  • Budget and cost analysis report and tracking
  • Management of facility/distribution center setup
  • Customer success and client engagement/management
  • UX/UI support on requirements and designs
  • Project/Business function: project objectives, timeline creation/management, communication and plans
  • Infrastructure: Server upgrades, retirement: EMC VxFlex OS, Windows 2008/2010
  • Implementation of business integration retail clients, Cloud, finance and ERP projects
  • Server upgrades, server move and retirement, data center split, cloud backup integration
  • Network rebuild/Implementation
  • Telecom/CISCO Mobility Solutions Implementations
  • Requirements for:
  • Connectivity and configuration
  • Protection and optimization
  • Security and remote access
  • Broadband/bandwidth
  • Load balance
  • Oracle Fusion (middleware) - Retail online transaction management
  • Oracle E-Business Cloud Solution/AZURE Data Migration/implementation (SCM, Financials)
  • Amazon Web Services (AWS) for client data management solutions:
  • Setup resources, VPC security groups, creating managing IAM rules
  • Use of Management Console for: Management tools, Storage tools and AWS Snowball file transfer and file share, cloud monitoring
  • Salesforce CRM
  • WebSphere Application Server (Java app manager)
  • SharePoint 365
  • PowerBI Design
  • Dynamics 365 Cloud
  • MBaaS
  • SOA
  • Misc. application support: CandidateZip, Daptive, SharePoint, Confluence, JIRA, MS Office, MS Project, and various other project management tools
  • GPS/Mobile Application Development team management for location tracking: Native apps
  • Telephone line setup: (T1)800#, voicemail configuration and automated prompts, customer services setup, Warehouse setup: racking, storage, delivery schedule, plate storage, scanning (RF) setup), Dock Staging plan, WMS Configuration (data connection from client and third party to core order system)
  • Technology Setup: Hardware/Software setup (bricks), Sentech monitoring installed
  • Planned and managed all facility builds and go live operations

Confidential

Senior Program Director/Customer Success

Responsibilities:

  • Healthcare Clients Managed: American Dental Association, American College of Surgeons, Pennsylvania Bar Association, and American Health Information Management Association.
  • Manager of Chicago region resources
  • Client Engagement, Professional Services Manager
  • Direct Reports - Business Analyst (recruiting and sourcing for projects)
  • Product sales and up sales
  • Product Lifecycle Management (PLM) of Confidential products
  • Manager of Consulting practice within PMO
  • Planning/Management/Tracking
  • Types of Projects: Mobile and digital app development (responsive/adaptive viewing on 3 screens (desktop, Tablet, Mobile)
  • Creation of Program Roadmap based on client input and technology enhancement requests
  • Customer success and client engagement management and solution design, tracking issues, risks and escalation
  • Customer forecasting
  • Reengineer and development of company and external processes in support of governance and client systems requirements and business functions
  • Development of project RFP, scope, SOP, and SLA documents, project estimates, demand management, and client communication toolsProblem solving and research analysis
  • Team building and strategic planning
  • Customer success management and engagement
  • Budget and cost analysis
  • Billing/Reconciliation
  • CRM application implementation and development/software
  • Management of high-profile Enterprise client projects throughout Chicago
  • Mobile and digital application development: iOS/Android app for ADA member services
  • Use of Google Docs/Excel sheets for project tracking and escalation
  • Webservices/Web based application development/support
  • Development of project plans and schedules
  • Resource allocation across projects
  • Client financial/budget management
  • Client status reporting (issues and risks)
  • Contributing approver for JIRA Administration
  • Contributing approver for Clarizen implementation

Confidential, Chicago, IL

Consulting Program Manager

Responsibilities:

  • Management of Jr. Project Managers
  • Management of shore and cross - functional resources
  • Management of IT resources: Application Development Team
  • Management of professional and technical
  • Lead and coach project managers and administrative team
  • Planning/Management/Tracking
  • Tracking of issues, risks and escalation, for development, enhancements and customer engagement within the client program
  • Development of project RFP, scope, SOP, and SLA documents, project estimates, demand management, and client communication tools, vendor management
  • Budget and cost analysis
  • E-Level status reporting
  • Resource planning and management
  • Global strategic planning and readiness
  • Oracle 11 Talent Management - upgrade (HRMS, Finances, CRM, Procurement)
  • Infrastructure: Server retirement, data center moves, server upgrades (application upgrades as required for servers) eDiscovery
  • Data analysis
  • AWS File sharing
  • Symantec eDiscovery Platform
  • SharePoint 365
  • PowerBI Design
  • Dynamics 365 Cloud
  • Use of SharePoint, Confluence, JIRA, MS Office, MS Project, and various other project management tools

Confidential, Chicago, IL

Senior Program Manager/IT Applications Manager

Responsibilities:

  • Managing health care services, resources and plans across hospitals, clinics and facilities.
  • IT Applications Manager/Resource Manager for IT projects
  • Management of IT resources: Application Development Team, Telecom, Development and Security
  • Management of professional and technical services
  • Onsite/Internal Training
  • Training Development
  • Planning/Management/Tracking
  • Issue Tracking
  • Risks and escalation
  • Budget and cost analysis
  • Budget tracking for resource hours/Reconciliation
  • Process and organization strategy management
  • SharePoint Designer for New PMO Site
  • Types of Projects: Mobile app development (responsive/adaptive viewing on 3 screens (desktop, Tablet, Mobile), Database implementation and development/software with Tableau reporting and Hadoop platforms
  • Peoplesoft Enterprise 9 Implementation
  • Release Process Manager for: System updates for - Front/Backend (Payer, Registration, Self-Pay, Denials
  • Architecture Project Manager for Enterprise Implementation initiatives: Kronos upgrade, Tableau, Hadoop, HBase, Data Services
  • Infrastructure Project Manager for Enterprise Implementation initiatives: Lync, DNN Upgrade, Software-AG implementation, server builds
  • ERP Solutions: Oracle Platform
  • Training of data entry for database tracking Medicaid/Medicare and medical billing information
  • Development and management of databased used to manage and collect Medicaid/Medicare data
  • Lync system administrator/support
  • Relativity eDiscovery tools
  • Trouble shooting and testing of custom SharePoint design
  • Collaboration with Solutions Architects to develop and design custom SharePoint solutions
  • SharePoint 365
  • PowerBI Design
  • Dynamics 365 Cloud
  • AWS file management
  • Microsoft TFS
  • Use of SharePoint, Confluence, JIRA, MS Office, MS Project, and various other project management tools

Confidential

Director, Program Management/Customer Success

Responsibilities:

  • Cloud Migration (SharePoint, Windows Applications, Hyperion, P2V, V2V)
  • Support services outsourced offshore
  • Transition to managed services
  • Business Process Management
  • KPI management
  • Business process development and strategic planning for program implementations
  • Resource engagement and management
  • Process Engineer
  • End to End Peoplesoft 9 Implementation
  • Risk/Issue/Change Management
  • Contract negotiation
  • Use of SharePoint 2010 and Plainview to manage the project plan and resources
  • Collaboration environment/Google Docs
  • Lawson Implementation/Administrator: LBI - Support, Dashboard, Console
  • Use of JIRA to track tasks and product backlog for Agile reporting (i.e. burn down chart)
  • Management of 3 projects simultaneously. (P2P, Content Services, Device Services- Web-based applications) (platforms: Ruby and .net)
  • Types of Projects: Mobile app development (responsive/adaptive viewing on 3 screens (desktop, Tablet, Mobile), Database implementation and development/software ERP system/Oracle Fusion and Cloud Base-Azure
  • Managed budget for each over $1.5M
  • Management of resources and cross departmental tasks
  • Management of 15 developers, solution design architects and QA resources
  • Management of remote and offshore teams and testers
  • Change Manager for all releases end to end - Coordination of dates and times, review of changes with change committee, technical on call deployments, evaluation of change impact on environment, release window impacts, attending release board for approval
  • Creation and documentation of all Phases including the CAR and ROM (Rough Order of Magnitude).
  • Agile Scrum Methodology used

Confidential, Chicago, IL

Project Manager, Digital Media Technology

Responsibilities:

  • Use of SharePoint 2010 and PlanView to manage the project plan and resources.
  • Use of JIRA to track tasks and product backlog for Agile reporting (i.e. burn down chart)
  • Management of 3 projects simultaneously. (P2P, Content Services, Device Services - Web-based applications) (platforms: Ruby and .net)
  • Managed budget for each over $1.5M
  • Management of resources and cross departmental tasks
  • Management of 15 developers, solution design architects and QA resources
  • Management of remote and offshore teams and testers.
  • Change Manager for all releases end to end - Coordination of dates and times, review of changes with change committee, technical on call deployments, evaluation of change impact on environment, release window impacts, attending release board for approvals.
  • Creation and documentation of all Phases including the CAR and ROM (Rough Order of Magnitude).
  • Agile Scrum Methodology used
  • Manager of web and digital services development team
  • Agile project management (code reviews, scrum meetings, sprint planning, use cases)
  • ERP: Oracle System upgrade to 11g
  • Budget, time and scope management
  • Change and release management
  • Web content development
  • Windows and Azure technology management and deployments

Confidential, Chicago, IL

Project Manager/Business Analyst/Training Manager

Responsibilities:

  • Development of project plans, management of scope, resource allocation, deliverables and outcomes
  • Functional and training specialist for Yardi Voyager (New Applications, Residential, Work Orders, Reports (Development in Crystal 9), Inventory Management, Accounts Payable/Receivables, Application implantation and setup)
  • Corporate Trainer developed and maintained online training portal (LMS) using SharePoint
  • Deployment specialist: Lead and participated in all aspects of deployment of Lawson, Crystal, Yardi, FileNet, Data Warehouse and Office upgrades.
  • Reviewed, analyzed and provided input regarding all work products emerging from deployment activities
  • Facilitated client meetings and communicate related deployment activities
  • OLAP used to perform analysis of business data, perform calculations and trend analysis best practices and data modeling
  • Developed training manuals, online training and webinars using Camtasia, SnagIt and Captivate
  • Planned and developed IT Training to support VOIP and telecommunications, Oracle, UNIX, and ERP systems
  • Business Analyst for data warehouse project and all organizational data migration. (Use of ELT Process to analyze, capture and document workflows and process flows)
  • Use of SharePoint and MS Project to track resources, project budgets, defects and communication, functional support and analysis for external client database.
  • Management and coordination of all technical application training including ERP systems
  • Telecom Implementations and support
  • Visual Basic .Net support to developers during testing and application development
  • Change management and workflow for application upgrades
  • Managed and directed functional testing (Ad Hoc/Scripted testing), developed use cases and tracked knowledge management application documentation, created reports for analysis and development (Crystal Reports and LBI for Lawson and Lawson Security)
  • Worked with network staff to test and find solutions to network and infrastructure issues (Resolution and root cause analysis (RCA))SharePoint Administrator (site creation, security maintenance, trouble shooting, training)
  • Identified technology inefficiencies and propose changes that may include process redesign and tool recommendations, translated business requirements into technical quality assurance test cases and teamed with the project manager on VOIP Telephony implementation project.
  • Business Analyst to multiple departments supporting technical issues, change management and workflow
  • Managed and directed functional testing (Ad Hoc/Scripted testing created reports for analysis and development (Crystal Reports and LBI for Lawson)
  • Rational Unified Process (RUP) methodology for application development process analysis
  • Identify technology inefficiencies and proposed changes that may include process redesign and tool recommendations
  • Translated business requirements into technical quality assurance test cases and teamed with the project manager on VOIP Telephony implementation project
  • Functional and BA support for application implementation and support of Oracle based ERP application Lawson (Financial modules)
  • Applications Trainer for Oracle 9 functions; including reports (Crystal Reports 9, HR, Procurement, Budgeting modules)

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