SUMMARY:

Experienced IT Operations Manager with a demonstrated history of working in the human resources and medical industries. Strong operations professional skilled in People Management, Project Management, Vendor Management, Customer Relations, Software Development Life Cycle (SDLC), presentation skills, and process and standards creation.

TECHNICAL SKILLS:

BUSINESS SKILLS: People Management, Product Management, Project Management, Writing/Responding to RFPs, Vendor Selection/Management, System Analysis, Requirements Gathering, Systems Development Life Cycle (SDLC), Continuous Improvement Process (CIP), Total Quality Management (TQM), Business Process Re - engineering (BPR), Budgeting and Purchasing, Formal Presentation and Communication Skills, Development of Formal and Informal Training, Instructional Design, Recruiting, Hiring, Developing Associates, Performance Improvement Conversations

SKILLS: ColdFusion, Lotus Notes/Domino, Dreamweaver, Flash, Fireworks, HTML, DHTML, CSS, MS Office, MS Project, MS Visio, IIS, JavaScript, Adobe Acrobat PDF Creation, SQL, Oracle, PL/SQL, DB2, .NET, MS Access, Crystal Reports, Informix, Informatica, NT Server 4.0, Windows Server 2000, 2003, 2008, 2012, 2016, Windows Desktop 3.x, 95, 98, ME, NT, 2000, XP, 2003, 8.x, 10.x, TCP/IP & other Internet Protocols, Internet Explorer, Internet Edge, Chrome, Firefox, Netscape, UNIX (Linux)

APPLICATIONS: Sharepoint, QuickPlace, Heat, Service Now, Remedy, Clarify, SalesForce.com, Siebel CRM, Siebel eService, TMART, Patrol, IDERA, New Relic, Wireshark, Pathlore, Saba, Docent, SumTotal, SuccessFactors, Placeware, LiveMeeting, SameTime, Webex, Interwise, Lync, Skype for Business, Confidential HRizon (PeopleSoft), Teloquent, Avaya IVR, Zeacom IVR, ReportSmith, Kronos TimeKeeper, HP Quality Center, TeamSite; OpenDeploy, QTP License Server, Zeacom IVR, Docs, DocSQL, LATs, Nucleus, Plan-Smart, Plan-Guard, OrgPlus, Cyborg Payroll, PayBase, EmpowerTax, MasterTax, Jat PrintView Plus, eRoom, Sage ERP ACCPAC 500, DocuSphere, Filenet Venetica, Actuate, IDOL-Search

EXPERIENCE:

Confidential, Lincolnshire, IL

Manager Windows IT Operations

Responsibilities:

• As Confidential Operations Manager built and managed a 27 member onshore/offshore IT operations team; identified recruiting, training, and development activities associated with managing a qualified and engaged team; identified associates for recognition, coaching and succession planning and developed them for future leadership roles
• In all roles lead teams that performed IT project management, change management, development, implementations, administration, release management, defect management and production support; controlling the quality of deliverables and stability of environments, working through scheduling requirements and conflicts
• In all roles responsible for championing customer satisfaction by driving operational decisions, monitoring up time, reporting and managing active incidents and collaborate with infrastructure and application teams meeting all SLAs
• As Confidential Operations Manager employed best practices in the use of consultants, purchase of software/equipment, and other capital expenditures and achieved business objectives in the most cost effective manner possible.
• In all roles ensured team correctly complied with using corporate standard software and tools such as Remedy; Service Now; Sharepoint; SameTime; Lync; Microsoft Office, Access, Project and Visio, Outlook; Lotus Notes

Confidential

Responsibilities:

• Member of the learning domain steering committee responsible for the overall leadership and direction of the performance and learning systems, participate in pre - sales preparation and RFP responses
• Ensured operational excellence and provided project leadership regarding the implementation, customization and ongoing support of the Learning Management System for our MP HRO clients and their 750,000 associates on the Docent 6.5 and SumTotal 7.x, 8.x, 2014.x Confidential platforms
• Building and maintaining standard processes for implementing new curriculums, learning plans, courseware and content that meet the needs of the various learning populations
• Managed the design of an Confidential enterprise architecture ensuring failover, back-up, monitoring and complete business continuity/disaster recovery plans designed to ensure the health and availability of the applications
• Managed the team through the elimination of the development and course migrator roles as we moved toward a more vendor controlled code base and third-party hosting through Skillsoft and split the application support role into a separate group

Confidential

Responsibilities:

• Developed an on boarding process for transitioning newly acquired applications into a new hosting environment to include building out full enterprise level lifecycles with business continuity considerations and support transition
• Lead the essential change management requirements of ensuring all new and existing associates were fully trained and able to perform all support expectations for all applications and follow all company and department processes
• Partnered closely with senior leadership in the Absence Management (Nucleus v4, Doc/DocSQL, LATs) and Dependent Verification (Plan-Smart, Plan-Guard) space to understand the industry and business needs they were fulfilling for our clients and helped them to meet our contractual obligations
• On boarded or integrated other applications during this time are Kronos TimeKeeper 5.0.28; HP Quality Center 11.x, 12.x; QTP License Server 8.x; TeamSite 7.x; OpenDeploy; OrgPlus; Zeacom IVR and suite of marketing sites

Manager Windows IT Operations

Confidential

Responsibilities:

• Initiated a full change management and training cycle to bring 18 associates up to expected proficiency levels to support approximately 40 applications; achieved full capabilities and one consolidated on call rotation in six months
• Developed a support resources application placing all pertinent support information at associate’s fingertips
• Combined best practices from each team into new and improved more efficient processes
• Merger brought in many additional applications such as:
• CRM/ERP: Siebel CRM 7.x, 8.x; Siebel eService 7.x, 8.x; Sage ERP ACCPAC 500 6.x
• Payroll/Tax processing: Cyborg Payroll (mainframe and client server); PayBase; EmpowerTax; MasterTax; Jat PrintView Plus 2.x
• Content Management/Imaging/Collaboration: eRoom 7.x; DocuSphere; Filenet Venetica 3.x; SharePoint
• Analytics/Reporting: Actuate; IDOL-Search
• Internally developed applications: Workbench (Client Cradle To Grave Workflow), Windows Outsourcing Utilities, Windows Support Resources (Product Roadmaps, Capacity Graphs, and Support)

Confidential, Hoffman Estates, IL

Manager, HR Automation

Responsibilities:

• Managed the 12 member Self-Service Development team responsible for the creation of the applications which enable 30,000+ associates and managers to manage their information online
• Over 3 million transactions processed with the average transaction cost reduced from $6.00 to $.40 which enabled our company’s transition to a shared service environment
• Team responsibilities included concept, system analysis, requirements gathering, design, standards creation, development, project management, documentation, training, and achieving cross business unit acceptance
• Member of Associate Portal Steering Committee responsible for creating, communicating and executing a vision for all e-HR systems and initiatives; presented briefings to executives on proposed process changes and Associate Portal and HRIS developments to inform and to gain acceptance
• Led or participated in project management, technical implementation, change management, systems integration, and or post implementation administration and use of the following applications:
• Human Resource Management System (HRMS) - Confidential HRizon (PeopleSoft 5 backend)
• Time and Labor Management (TLM) - eTime 4.x, Enterprise eTime
• Learning Management Systems ( Confidential ) - Pathlore v. 4, 5, 5.5, Saba eLearning (CBT/WBT) NETg/XtremeLearning, SkillSoft/SkillPort
• Performance Rating Systems (360 feedback) - 20/20 Insight Gold with a custom programmed interface
• Online Org Charting - Human Concepts - one of 4 alpha testers that helped bring the application to the market; one of first to install v. 1 and eventually helped integrate v. 2 into the company's associate portal
• CRM / Help Desk software Clarify v. 4.5, & 8, Heat, SalesForce.com
• Financial procurement and spend management systems - Ariba v. 2 & 7.x
• Recruitment system - BrassRing, RecruitSoft/Taleo
• Telecommunications - Teloquent distributed call center system
• Virtual Class Room PlaceWare, LiveMeeting and SameTime (meeting & instant messaging)
• Project collaboration tools - QuickPlace eImaging Systems - Confidential and Legato ApplicationXtender and Documentum (now EMC)
• Improved employee knowledge and quality of work creating online managers university. Facilitated employee enrichment through development planning application, targeted selection interview guides, staffing requisition database, and an HR Information Center suite of tools

Confidential, Belleville, IL

Laboratory Information Systems Manager

Responsibilities:

• Administered individual and group security policies and procedures for laboratory personnel
• Implemented and administered the Copath implementation and the Defense Blood Bank System (DBBS) for the hospital to include server, workstations, and laptops for the mobile blood donor center system
• Integrated new laboratory equipment to Composite Health Care System (CHCS) through the HL7 interface
• Facilitated integration of lab request and report viewing with SAIC’s Clinical Integrated Workstation
• Setup PCs with SmartTerminal to replace dumb terminals bringing full PC processing power and access to CHCS to all workstations enabling the capture and export of data from the MUMPS mainframe for improved reporting
• Created a training tracking system that identified and tracked courses and continuing education units (CEU) for all laboratory personnel which automatically identified when refresher compliance training was required and generated transcripts to submit to governing bodies as proof of meeting CEU and compliance requirements
• Trained and worked as a Histopathology Specialist participating in autopsies, performing lab responsibilities in gross diagnosis, microscopy, frozen sections, staining and special staining, filing and medical system maintenance
• Served as a staff trainer for CPR and Blood Borne Pathogen training certifying doctors, nurses, techs and admin