SUMMARY:

• Extensive experience managing large, complex application, mobile apps, and infrastructure projects from ideation to implementation across the Pharmaceutical, Telecommunications and Banking industries.
• Strong experience in information technology, vendor management, program/project management, and operational procedural evaluation and enhancement.
• Committed to deliver solutions through effective team building and proactive risk/issue resolution across large matrix organizations.
• Extremely effective Confidential building strong relationships to cultivate successful teams that meet and exceed expectations.

CORE COMPETENCIES:

• Program/Project Management
• SDLC projects utilizing Waterfall and Agile methodologies
• IOS/Android App Development and Analytics
• Release Management
• Metrics development, tracking, analysis and presentation
• Customer Experience Evaluation
• Infrastructure Upgrades
• Vendor management
• Service Level Agreement negotiation
• Analysis and forecasting
• Management of internal and supplier relationships
• Process engineering, implementation & outsourcing
• Disaster recovery planning, implementation and testing oversight
• Contract development and oversight

PROFESSIONAL EXPERIENCE:

Confidential

IT Project Manager

Responsibilities:

• Responsible for the management of a portfolio of strategic system development projects and operational processes to meet and exceed clinical trial patient recruitment, enrollment, and retention goals and speed the delivery of crucial life altering medications to market.
• Projects include internal, external site portals, international applications, payment systems, cross channel data analytics and marketing platforms, CRM platforms, E - Signature, virtualization, IOS and android mobile apps, and Oracle 11g to 12c database upgrades.
• Established cross functional teams and lead planning sessions across all business areas (Technology, Marketing, Analytics, Finance) to focus on key revenue driving projects that delivered customer satisfaction, operational efficiency and ultimately increased revenue.
• Managed the virtualization of all applications and servers. Coordinated the upgrades, testing and deployments to multiple environments for each application. Identified all dependencies and managed resources to achieve without customer impacting service interruptions.
• Analyzed the technical performance and reliability of systems and services against customer expectations and recommended and prioritized key enhancements.
• Managed 3rd party offshore/onshore vendors and internal consultants from ideation through deployment of web portals, mobile applications and internal control systems.
• Established processes to identify, track, escalate, resolve and report customer problems utilizing a JIRA tracking system. This allowed for timely feedback and ongoing status updates to customer teams.

Confidential

Consultant

Responsibilities:

• Lead cross-functional teams to design enhancements to optimize the My Confidential Mobile Application on IOS and Android platforms to increase utilization and customer satisfaction.
• Established customer journey reporting structures utilizing Adobe marketing solutions. Utilized reporting data to drive focused analysis and was able to target key mobile application modifications.
• Partnered with Social Media organization to increase awareness of self-service applications. Established a Social Presence for the MVM Application.

Confidential

Program Director

Responsibilities:

• Responsible for all phases of multiple IT programs (One Confidential ) within the E-Commerce/Self Service Strategic Business Initiative. Accountable for program plan, schedule, budget (7m-10m), and quality of all program elements .
• Managed the design, development, testing and implementation of a Mobile Account Management site, Business Self Service portal, Content Management System, and key Marketing Customer-Offer Publishing enhancements.
• Responsible for the end to end coordination and management of all work-streams including Technology, Infrastructure, Content, National Customer Care, Operational Support, Internal/External Communications, Testing, Budget, Legal, and Cloud Services Marketplace.
• Conducted analytical studies to assess capacity and project risks. Communicated to executive management and gained ‘buy in” from all project teams.

Confidential

Lead Supplier Relations Manager

Responsibilities:

• Responsible for Vendor performance and all associated critical measurements as dictated by federal/state requirements and commercial agreements.
• Managed multiple large vendors via the effective collection and review of sensitive customer data.
• Negotiated supplier performance targets and benchmarks to achieve best in class results. Worked directly with legal team to provide contract recommendations to identify and adjust to changing regulatory and industry conditions.
• Developed and managed business and consumer executive reporting processes to support effective decisions on supplier based performance/budget initiatives. Responsible for direct communication with executive teams to present results, trends and goal attainment forecasts.

Confidential

Project Manager

Responsibilities:

• Managed the development and implementation of a bill verification reporting system. Managed outsourced resources to achieve program goals. The application realized net $4.5 million annualized savings.

Confidential

Operations Manager

Responsibilities:

• Managed 15 employees to service 500 domestic and international branch offices. Provided a high net worth client base visa card and check materials/services.
• Lead organization through a systems re-architecture and process redesign and implementation