SUMMARY:

• Hands on I.T application and infrastructure development, support, and operations manager with diversified manufacturing - consumer goods, non-profit association and business outsourcing industry experience formulating innovative strategies that improve quality and delivery of service as well as enhance department efficiencies.
• Experienced in delivering enterprise level (ERP) application management and implementation of comprehensive solutions that align information technology functions with business strategy. Proven experience in delivering services across North America, Australia, and Europe. Proficient in strategic planning and technology implementations and upgrades with teams of over 45 core team members and stakeholder managers.
• Continuously applied good business judgment to make prudent decisions. Outstanding interpersonal and communication skills, strong intellect, and problem-solving skill which resulted in numerous individual and team recognition.

CORE COMPETENCIES:

Technical Skills: PeopleSoft Financial ERP, Personify (CRM), and ADP Enterprise ERP Salesforce.com Salesforce Administrator Certification (50,000 Trailhead points and 62 badges) PMP - Project Management Professional CSPO - Certified Scrum Product Owner ITIL Certification Project Management Body of Knowledge (PMBOK) Budgeting Relational Database Management SQL Scripting Microsoft Office 365 MS Project Conceptual understanding of .NET, HTML, CSS, and Java script, web usability, user experience, web services, mobile devices and interfaces

Stakeholder Interaction: Manage interactions with executive clients and sponsors, driving satisfaction and identifying opportunities to enhance stakeholder value through the application management function while extending the scope of services.

Delivery: Manage various components of the application management solution including contract negotiation, defining the project scope, estimating the resources, creating schedules, and cost of the solution. Produce project budget, SOW’s (Statements of work), defining the support organization model, defining appropriate governance and issue resolution protocols. Able to plan and execute the transition to the application management solution by establishing and managing service levels and designing and implementing continuous improvement programs that optimized stakeholder value.

People Development: Served as a counselor and coach; offer input and guidance into the staffing process; actively participate in staff recruitment and retention activities; provide leadership and support for delivery teams and staff.

PROFESSIONAL EXPERIENCE:

Confidential, Schaumburg, IL

Manager, Application and Infrastructure

Responsibilities:

• Managed and developed application development, infrastructure, support and data analysis team to ensure exceptional customer service is provided and the Personify customer relationship management System (CRM) is optimized for over 30,000 members and 250,000 non-member users of the system. Accountable for all operational, application support, and development aspects of the CRM system and over 40 dependent integrations that transact over $52 million dollars a year in revenue.
• Manage business relationship and product roadmap with managed application service provider and infrastructure hosting vendors.
• Wide-ranging experience in system issue escalations and resolution. Monitor and manage resource workload of application support and infrastructure team. Single point of contact for application support group that handles over 4500 support tickets annually. Define, track, and deliver on application performance and support indicators (KPIs).
• Perform hands-on configuration and customization of the organization’s CRM (back office system and the Microsoft .NET based e-commerce platform).
• Managed new product development efforts by writing product design, functional specs, developing budgets & overseeing implementation.
• Develop, execute, and maintain System, QA, UAT, and Regression test plans and scripts, and assist project team during the testing phases. Written over 2000 application test cases for more than 100 system customizations.
• Extensive experience in all System Development Life Cycle (SDLC) phases of DNN web content management system based on Microsoft .NET. Managed multiple system upgrades and numerous custom enhancements projects related to the CRM system and its interfaces with other platforms including e-Learning, multiple CMS websites, online communities, third party platforms, and various web and mobile applications. Managed cross functional project core teams of technical and functional onshore and offshore resources delivering continues product enhancements. CRM System upgrade duration reduced from 9 months to 16 weeks.
• Guide the development and delivery of staff training and standard operating procedures. Conducted over 150 employee training sessions and developed dozens of SOP’s.
• Evaluate user requests and various technical solution options and make recommendations for the best solution while ensuring there is minimal impact on tactical plans, budgets, and work priorities.
• Provide oversight to data mining, business intelligence, web analytics and data analysis and enforcing data protections, privacy controls, and data governance policies related to GDPR across various systems.
• Serve as a liaison for technology related services with other actuarial organizations. Coordinate data sharing with 7 other leading actuarial organizations.
• Created structures for user documentation, standard operating procedures and scripts. Ensured high level of customer service by developing organization-wide standards and practices. Written over 100 SOP’s.
• Responsible for monitoring, hosting SLA’s, business continuity planning, testing and recovery of the organization’s mission critical systems. System performance and uptime SLA’s were routinely violated, and a mitigation plan was successfully implemented over a 6-month period to performance tune the entire system along with infrastructure changes with hosting provider. Resulting in zero SLA violations during the subsequent 24 months.
• Participate in the recruitment, hiring, and coaching of key technology-related human resources including full time staff and contractors.

Confidential, CHICAGO, IL

Senior Manager

Responsibilities:

• Lead team of seven analysts that restructured data flows between HRIS, health benefit, employee benefit, employee self service providers, time and attendance, and applicant tracking systems.
• Monitored and improved data flow between HRIS, health benefit providers, employee benefit self service provider, time & attendance and applicant tracking systems. Produced dramatic reduction in interface issues and data errors
• Spearheaded the creation, maintenance, technical, and functional reporting of user reports in the ADP EV3 Enterprise system which included regulatory reporting, enhanced and resolved data issues, department and end user training, while developing user guides/procedures for the HRIS system.
• Day-to-day management of table maintenance, security and data audits. Produced over 30% reduction in HR/Payroll data errors by performing data integrity and verification procedures across over 150 locations covering almost 4500 employees.
• Renegotiated Kronos system maintenance/user licensing and ADP payroll enterprise system processing and hosting contracts resulting in cost reduction of over 25%.
• Developed and executed two new benefit provider interfaces by liaising with external programmers and Health Benefit providers gathering the necessary information for specifications resulting in drafting requirements documents, reviewing SOWs, and approving deliverables. This effort produced a dramatic reduction in interface issues and data errors.
• Provided ongoing management of HRIS hosting vendor to Service Level Agreements (SLAs) while facilitating ongoing developments, expansions, and improvements by leveraging knowledge of process and procedures between HR, benefits, compensation, payroll, and accounting teams
• Developed user guides/procedures for HRIS system. Created over 70 data entry and system table maintenance guides within first 90 days of employment.

Confidential, MELROSE PARK, IL

Applications Manager

Responsibilities:

• Served as Project Manager on successful implementation and several subsequent version upgrades of ADP ERP payroll, Kronos Time Keeping and Spectrum HRIS systems at multiple company locations in US, Canada and Puerto Rico. Management responsibilities included development of RFI and RFP, selection of vendor, documentation of user requirements, development of functional specifications, creating work plans for various project phases, document data conversion specifications, creating project scope documents, conducting status meetings, monitor project progress, and report project status to upper management
• Manage change via strong project and change management methodology (i.e. definition of scope, identification of risks, project plans, resource allocation, timeline and budget).
• Functioned as the lead analyst during the implementation and subsequent upgrades and global deployment of the PeopleSoft Financial ERP system. Responsibilities included data conversion from the legacy system, design and set-up of system security, development of multiple reports utilizing tools such as Crystal Reports, PeopleSoft Query, and SQR, coordination of the testing phase and resolving of any technical issues that arose during the implementation cycle. In addition, supervised the upgrade testing of the system from Version 7.01 (AS/400) to 7.59 (AS/400) to 8.41 (SQL Server 2000)
• Designed, implemented and maintained PeopleSoft Financial ERP access security for users at three locations in the US and seven additional locations around the world.
• Worked with internal and external auditors to ensure financial, payroll and HRIS systems security is in compliance with corporate audit and controls guidelines. Responsible for creating and maintaining systems related Sarbanes-Oxley controls as related to system security, system architecture, upgrade test procedures, change management, disaster recovery, and system back-up plans. Responsible for conducting periodic access control tests and validation of those controls
• In response to internal audit department’s recommendations regarding data integrity between payroll and HRIS systems, oversaw development of an automatic data comparison application
• Created and maintained custom reports and macros using Crystal Decision/Reports and ReportSmith report designers
• Maintained and updated SQL Server stored procedures, wrote custom SQL scripts, and DTS packages
• Created data extracts from PeopleSoft Financial ERP, ADP, and Spectrum systems for various government and external audit entities.
• Ongoing design, configuration and administration of payroll, HR modules including HCM, compensation, benefits, time tracking, absence management, reporting, onboarding, performance management, and PeopleSoft Financial ERP systems
• Safeguard timely compliance with established processes
• Collaborate & liaise on projects with cross functional teams including IT/Business Operations, Payroll, Finance and business managers
• Train HR and business users, including developing training materials, user procedures, guidelines and documentation
• Provide functional and technical support, identify and troubleshoot system problems. Ensure data integrity, testing of system changes, report writing and process improvement opportunities for PeopleSoft Financial ERP, ADP Payroll, Kronos Time Keeping and Spectrum iVantage Human Resources systems
• Configure, build, and manage Workday integrations to various external vendors and continuously monitor & address any error logs
• Maintained periodic contact with key end-user representatives to optimize functionality of integrated applications and to ensure that IT solutions are functioning appropriately and continue to meet their business needs
• Worked with compensation team to assist with annual compensation increment data interface between HR and Payroll systems
• Responsible for coordinating month and year end payroll and HR activities.