PROFESSIONAL PROFILE:

• Proficient in identifying business needs and requirements, analyzing current and future costs and benefits, scheduling projects and resources, managing multi - year, multi-million dollar budgets, and presenting proposals and analyses to management.
• Proficient utilizing analytical and technical expertise to provide reporting and data analysis for key decision-makers and stakeholders in order to achieve operational and strategic project goals, mitigate risks, and implement technical solutions.
• Proficient coordinating cross-functional collaborations between internal stakeholders, 3rd party vendors, clients and business end users.

TECHNICAL SKILLS:

Data Management, Analysis & Reporting Tools: SQL, Oracle, Sybase, DB2, IBM Cognos Business Intelligence, Performance Financial Management (Cognos), (Excel Pivot-Tables, Charts, and Spreadsheets, Access Databases, Primavera (Planning), PeopleSoft, SalesForce.com (CRM), BMC Remedy Business Intelligence, Crystal Reports, Veritas, Cronjobs, AutoRep Browser

Health Information Systems: Proprietary State and National Healthcare Information Databases and Management Systems

Network/Communication Tools: VPN, NetOp, FTP, TCP/IP, VOIP, Cisco Unified Communications Mgr, Cisco IP Communicator, JTAPI, IVR, Avaya, ACD/DID, Non-DID, TNS, ECNs, FIX 4.3, DTCC, SWIFT (Society for Worldwide Interbank Financial Telecommunication), State Street

Applications: Microsoft (Excel, Word, Access, PowerPoint, Project, Visio, Outlook, SharePoint, InfoPath, Lync, Visual Basic, Exchange Server, SharePoint Server), Verint Impact 360 Suite (Workforce Management), IEX TotalView, Aspect eWFM, Witness, Exony Virtual Interaction Manager, HP Service Manager, HP OpenView, BMC Remedy IT Service Mgt Suite, JAWS, AutoSys, ClearCase, Tibco, Tivoli, Powercenter, Informatica, Perforce, TWiki, Lotus Notes, SameTime

Operating Systems: Windows XP/7/8, UNIX, Linux RedHat, AS400

Financial Services Applications: Charles River, ITG, Bloomberg, Reuters, Liquidnet, Equity/Fixed Income Order Mgt, Options, Institutional & OTC Order Mgt, Portfolio, Compliance, Electronic Trading Order Entry, General Ledger & Accounting, Clearing & Settlement, Time & Sales, Algorithmic Trading

PROFESSIONAL EXPERIENCE:

Confidential

IT Project Analyst

• Support all PMO Project Management activities. System Administrator and point of contact for PMO software, issues, end user training, and troubleshooting. Onboard and offboard new users.
• Create burn-down charts, dashboards, roadmaps, and other resource and EVM excel-based analysis and reports.
• Provide executive and senior management status updates including metrics and report data. Produce slide decks for and present at Steering Committee meetings.
• Provide cross-program subject matter expertise to ensure proper resource management coordination.
• Manage and track risks and issues across all PMO programs, including slippage and potential for crashing and/or fast-tracking the schedule when necessary. Capture and track mitigations and workarounds to ensure successful delivery of all programs.
• Capture and track mitigations and workarounds to ensure successful delivery of all programs.
• Coordinate QA and Change Management resources to ensure all programs have appropriate post-development support.
• Facilitate weekly PMO meetings and JAD sessions.
• Work closely with the Business and senior management to: analyze current and future resource needs, identify and obtain decisions to re-engineer underperforming processes, and revise strategies that missed the mark in achieving organizational goals.
• Conduct trend analysis to maximize earned value management metrics across all programs.
• Refine outdated or broken processes. Define and propose new process to streamline standard PMO activities.

Confidential

IT Resource Analyst

• Procure, manage, track, and allocate human resources, hardware, software, and 3rd party professional services in an effort to upgrade and migrate primary and secondary data centers and WAN networks to achieve redundancies and stabilization across domestic and international sites.
• Manage, track, and allocate over 430 people in 3 countries in an effort to migrate $8 billion US and International corporate merger resources.
• Level and load over 430 resources across 3 countries in an effort to integrate staff, networks, and communications for $8 billion US and International merger.
• Provide executive and senior management status updates including metrics and report data. Produce slide decks for and present at Steering Committee meetings.
• As part of the PMO, responsible for providing cross-program subject matter expertise to ensure proper resource management coordination.
• Manage and track risks and issues across all PMO programs, including slippage and potential for crashing and/or fast-tracking the schedule when necessary. Capture and track mitigations and workarounds to ensure successful delivery of all programs.
• Capture and track mitigations and workarounds to ensure successful delivery of all programs.
• Coordinate QA and Change Management resources to ensure all programs have appropriate post-development support.
• Participate in weekly PMO meetings.
• Work closely with the Business and senior management to: analyze current and future resource needs, identify and obtain decisions to re-engineer underperforming processes, and revise strategies that missed the mark in achieving organizational goals.
• Conduct trend analysis to maximize earned value management metrics across all programs.
• Graph program resources reflecting hierarchies and cross-program utilizations.

Tools: & Environments: IBM Cognos Business Intelligence, MS SharePoint, MS Office, MS Project, MS Outlook, MS Visio, MS Lync, WebEx, Planview, SalesForce, AGILE/SCRUM, Waterfall. SDLC, Windows 7

Confidential

IT Program Coordinator

• Facilitated Joint application design (JAD) sessions (Dynamic Systems Development Method) to collect business requirements and develop new information systems.
• Directed, organized, and controlled project activities under the direction of the Program and Project Managers. Supported project teams responsible for delivering online customer experience enhancements and portal reporting tools.
• Supported $60 million, multi-year budget and produced financial performance analysis, cost-benefit analysis, and adherence reports.
• Compiled and validated raw project performance data using SQL queries and built an Excel-based dynamic custom Burn Report to analyze past project roles and staff time utilization and forecast future needs or areas of saving. Created a Burn Report template for use by other coordinators on their projects.
• Utilized project scheduling and control tools to create and track projects, plans, utilization, budgets and expenditures, deliverables, and milestones for Waterfall and AGILE projects. Facilitated project meetings and escalated project and budget issues daily/weekly.
• Proposed and tracked strategies for risk mitigation and contingency planning.
• Created and published Program website to educate internal key stakeholders and end business users.
• Reviewed, routed, and tracked Contracts, Letters of Intent, and Purchase Orders.
• Interviewed project coordinator candidates and made hiring recommendations. Trained new and existing coordinators.

Tools: & Environments: Verint Impact 360 Suite, Cisco Unified Communications Manager, IEX TotalView, MS SharePoint, MS Office, MS Project, MS Outlook, MS Visio, MS Lync, Exony VIM, HP Service Manager, WebEx, Lotus Notes, SDLC, ITIL, Waterfall, Deployment Management System, Installation Management System, Red Vine KMS, MyPod, Cisco IP Communicator, JTAPI, VPN, NetOP, ACD/DID, Non-DID, Windows XP/7

Confidential

Business Analyst, Telephony

• Provided standardized business end user provisioning and application troubleshooting services and remote support in an IVR environment for Workforce Management, Quality Management, and Reporting Workforce Optimization tools utilized across product lines including: Complex Agency, Claims, Underwriting, Contact Centers and Administrative Services/Facilities.
• Business liaison for Project Team. Elicited needs from Business utilizing standard requirements gathering methods to determine project scope, design, implementation, and resources necessary. Produced functional specifications documents for technical teams.
• Created/Presented CC tools business cases and deployment plans. Tracked progress and provided status reports on projects, check-out, and post-implementation incident and problem resolution.
• Provided cross-functional solutions support for 89 contact center roll-outs. Travelled to Contact Center locations across the country to complete onsite roll-outs of workstations and phones, deliver training to business end users, and resolve or escalate technical issues.
• Provided on-demand support for Emergency & Catastrophe business areas 24x7.
• Maintained Playbooks for use by business end users.

Tools: & Environments: Salesforce.com, MS Office, MS Project, MS Outlook, MS Visio, MS SharePoint, MS InfoPath, MS Visual Basic, MS SharePoint Server, IEX TotalView, Aspect eWFM, Witness, Lotus Notes, Lotus Domino Server, Lotus SameTime, Avaya, ACD/DID, VOIP, IVR, Windows XP, AS400

Confidential

Command Center Supervisor/Database Reporting & Analytics

• Provided workforce management services and support to clients. Coordinated weekly and monthly meetings, projects, reports, and training. Established, measured, and reviewed group and individual performance objectives and goals. Analyzed client and system data. Evaluated and streamlined policies and procedures.
• Supervised 12 real-time adherence analysts, scheduling coordinators, and help desk staff for USA and Panama sites in an Avaya IVR contact center environment using Windows and Oracle-based thin clients. Identified and provided coaching and training to maintain and improve the quality of service and support. Interviewed candidates and made hiring recommendations.
• Completed scheduling and forecasting functions during hiring freeze. Prepared and coordinated full and mini shift bids.
• Performed financial analysis and project variance analysis using SQL queries on daily and weekly CMA and Oracle data. Presented recommendations to Client and stakeholders highlighting where projects could be streamlined.
• Monitored intraday Key Performance Indicators (call volume, hold time, handle time, after call work, shrinkage, etc.) in real-time. Proactively identified trends that if left unchecked would have negatively impacted service levels and reduced customer satisfaction/retention.
• Met daily, weekly, and monthly with clients to review site KPIs and make recommendations on hiring needs and attrition. Produced and distributed ad-hoc, daily, weekly and monthly reports and dashboards detailing revenue, staffing, trending, forecasting, and other performance metrics compiled from raw SQL query data based on clients' requests and in anticipation of future short and long term business needs.

Tools: & Environments: Windows Vista, 7, MS Office, PC Installation, Repair, and Configuration

Confidential

Trading Applications Support Engineer

• Provided data center roll-out project services and support, application support for end users, and cross-functional support for development, management, and production support. Utilized SQL queries on Oracle databases to compile raw data for analysis and reporting.
• Worked extensively with Market Makers, Development, Networking, and Security to implement high priority backup FIX connections for new remote data center.
• Facilitated meetings for Change Management, Project Management, Business Continuity, and the Data Center.
• Managed data line project, testing schedules, and cross-functional planning. Completed project module risk and impact assessment. Published impact analysis and summary report.
• Compiled business requirements, produced diagrams and technical specifications, assisted with unit testing, and supported implementation of the business solution in the production environment. Communicated and distributed finalized requirements, configuration changes, finalized specifications, and implementation plan.

Tools: & Environments: SQL, MS Office, MS Project, MS Outlook, MS Visio, MS Visual Basic, MS Exchange Server, BMC Remedy IT Service Mgt Suite, HP Openview, JAWS, AutoSys, Veritas, Crystal Reports, Tibco, Tivoli, Powercenter, Informatica, Perforce, TWiki, SameTime, Oracle, DB2, IMS, Altiris, VPN, HP Desktops, HP-UX Servers, Sybase Servers, Sun/Solaris Servers, Apache Tomcat Webserver, Weblogic Server, ITIL, AGILE/SCRUM, SDLC, VPN, FTP, TCP/IP, VOIP, TNS, Electronic Communication Networks, FIX 4.0-4.3 Protocol, DTCC, SWIFT, State Street, Flat File Data Transfer, Windows XP, UNIX, Linux RedHat, AS400, HTML, JavaScript, Shell Scripting, User Acceptance Testing, IT Controls/Sarbanes-Oxley, 3rd Party & Proprietary Trading Software: Charles River, ITG, Bloomberg, Reuters, Liquidnet, Equity/Fixed Income Order Mgt, Options, Institutional & OTC, Portfolio Mgt, Compliance, Electronic Trading Order Entry, General Ledger & Accounting, Clearing & Settlement, Time & Sales, Algorithmic Trading, Cronjobs, AutoRep Browser, Tangosol Cache, Load Balancing

Confidential

Systems Architect/Shift Lead

• Supervised 8 team members and completed performance assessments and peer reviews. Recommended and tracked performance improvements. Interviewed candidates and made hiring recommendations to management. Provided leadership, coaching and training to team members on the architecture, environment, functionality and support procedures of 60+ proprietary trading applications.
• Point-of-Contact for all production issues, compliance and auditing requests, production team cross-training, and provided 24x7 Emergency On-call support.
• Created metrics and reporting dashboards, scorecards and presentation templates for System Application Availability Initiative utilizing SQL raw data and Excel.
• Coordinated Disaster Recovery training exercises and provided Business Continuity support during a major Data Center production system outage. Facilitated Lessons Learned meetings and produced Post Mortem reports.
• Worked directly with business users, developers, 3rd party vendors, and network providers throughout the SDLC to analyze, advise, support, document, test, monitor, and report on the efficacy and performance of applications, system components, Oracle and SQL databases, FIX connectivity, file transfers, and batch processes in accordance with Service Level Agreements for domestic, Europe and Asia markets
• Conducted feasibility studies to determine infrastructure and technical capabilities for proposed projects.
• Defined project scope, plans and deliverables, including cost analysis and projections based on an understanding of the customer's organizational strategic direction, technical context and business needs. Created technical specifications and requirements for projects.
• Translated business requirements (displays, tasks, dynamic/static data, settings, application/user inputs and outputs) into technical functional requirements (availability, performance, reliability/stability, security, backup/recovery, archive).
• Identified and analyzed gaps between the business requirements and system/application environment to develop and present refined requirements for stakeholder review and approvals prior to requirements finalization.
• Managed Change Approval process from initial requests to implementation or roll-back. Created documentation and provided training to business users.
• Completed CMDB requirements gathering, analysis, design, testing, and deployment phases. Set up release.
• Monitored intraday and overnight batch processes.