SUMMARY:

• Passionate, persistent people personality leader with proven technology strategist and change agent.
• Successful track record delivering critical initiatives, platform upgrades, revolutionary process improvements, product development, organizational change, and large complex strategic programs. Senior technology leader with extensive experience building strong relationships between business and technology groups.
• Excels at assembling and leading high - performing organizations and cross-functional teams.
• Dynamic organizational manager accustomed to orchestrating multiple development projects, directing support teams, administering $15+ multi-million-dollar program budgets, and managing multidisciplinary global teams simultaneously.
• Succinct communicator who can distill a complex issue’s essence into easy to understand language.
• Technology strategy and roadmap development
• Application development, ERP implementation, integration and delivery
• Global sourcing and vendor management
• Complex Project & Portfolio Management
• Business transformation and change management
• Financial and detailed business case/ROI/budget analysis
• Building and leading large, high performing teams
• SDLC, Waterfall, & Agile Methodologies
• IT Governance and risk management
• Product Management and management experience
• Business and Technology architecture
• Functional and vertical industry experience - retail, finance, healthcare, consulting, manufacturing, technology, government, etc.

KEY TECHNOLOGIES & METHODS:

Web Services |SOAP | REST | XML| Service Oriented Architecture | Telecom Architecture | Distributed Application Development |ERP| RUP|CRM |Business Objects| Hadoop |MySQL |.NET | TFS | Quality Assurance |CICD|TDD | Selenium | C# | ASP.Net |ADO.Net | UNIX |SQL | JIRA | AGILE | WATERFALL| SDLC| SAFe Knowledge | Subversion | Team Foundation Server | Jenkins | JIT Hub| OLAP | OLTP | Service-Now| Salesforce | IBM P8| Siebel |Mercury Quality Center| Java| Weblogic | Javascript |Apache Tomcat | XML | |REST|SOAP| FTP | VMWare | Virtual Server | IBM WebSphere |Internet/Intranet/Extranet | SharePoint | SAP| Oracle Financials | Content Management | E-Commerce |Oracle| DB2| Application Integration Services| MS-Project | Windows 10| Linux | Unix |IVR | PBX| CMS| SAP Business Objects| Data Integration| ODS| Data Warehouse | Data Analytics | Informatica TDM| Informatica ETL| Netezza | J2EE| CMMI| PMBok |Voice XML| HP Openview| Planview| Clarity |Oracle Instantis |LaaS |SaaS | PaaS| Cloud Computing| Confidential CMS | Cisco Jabber | Confidential PBX | Nice and Verint Call Recording | Workforce Management Solution| Business Continuity/DR | Nuance Products | Oracle| Application Integration Services

PROFESSIONAL EXPERIENCE:

Program Manager

Confidential, Denver, Colorado

Responsibilities:

• Managed and coordinated large scale strategic programs overseeing 120 + global resources technology team including employees, contractors and external solution providers onsite, near shore and offshore. Liaison between technology, product and business areas in translating technical jargons to non-technical concepts and bringing ideation to reality. Mentored, provided feedback and responsible for Key Performance Indicators and metrics for direct reports and to peers in a matrix organization.
• Facilitates, coordinates, present dashboards/status reports, reporting and communicating metrics to C-level and VP executive stakeholders and other product/program owners in cross functional teams. Delivered quality results consistently in a fast-paced environment adhering to compliance/regulatory standards.
• Led and managed enterprise strategic programs using cutting-edge technologies (Web, Application Development, Business Intelligence, Cloud, Telecom, API solutions) with budget of over $15M.
• Responsible for business strategy, capacity management and resource planning for 120+ resources for strategic programs and PMO Center of Excellence (COE) and Proof of Concept (POC).
• Led, designed, implemented product development integrating corporate applications and revamped intranet site across all strategic business units and enterprise improving productivity of search by 97%.
• Implemented data ETL, data masking of PHI, PII information in 250 environments, 45 applications using Informatica TDM which resulted in securing veteran’s administration contract.
• Developed, led and implemented task management application for 2,500 clinics that improved productivity, response time from field to corporate requests by 87%.
• Led, streamlined process in procurement for purchases improving contract negotiations and tracking of capital expenditure and operating expenses.
• Consolidated telecom applications that saved over $500,000 a year in collaboration, conferencing costs.
• Conceptualized and implemented an ivr system that automates password resets, routes calls based on user request generating yearly savings of $200,000 and reduction in 3 FTEs.
• Improved deployment communication by partnering with launch & communication, it communications improving adoption rate by 47%.
• Mentor project managers and analyst to align with organization’s vision, continuous improvement and objectives of the program.
• Led integration effort for improving attestation, automating roles based provisioning for applications, integration with workday and IT applications for field and corporate request. Sunset legacy applications by migrating it to ServiceNow; Reduction of calls to service desk by 38%.
• M anaged 3rd application cloud-based deployment that integrated with IBM P8, Salesforce.
• Created a 3-5-year roadmap for application, telecom areas in working with enterprise, solution architecture.

Senior Project Manager

Confidential, Greenwood Village, Colorado

Responsibilities:

• In 2009, my team completed 2 strategic programs that generated revenue of $1b over a period of 5 years. Transformed 15+ telecom and application projects using scrum, CI/CD and water methodologies in collaborating with Bain consulting and North highlands group.
• Acted as Product owner for Great West voice express and Financial services IPB product for consolidating 401k from other providers.
• Migrated IVR from Periphonics to Confidential Voice Portal, conducted DR testing and business continuity exercise across 15 locations and data warehouse efforts.
• Implemented a budgeting and planning application which was integrated with an enterprise data warehouse.
• Led efforts to rationalize and accelerate the annual financial budgeting process for business areas by upcoming technology needs/roadmap and strategic programs over 3+ years.
• I mplemented a Voice-enabled IVR for 2 divisions (healthcare & financial services) from inception through completion, which reduced calls to Call Center by 43% through self-service.
• Advanced business case for customer service department by automating routing of voice calls thereby enhancing productivity, reducing call abandonment by 125%.
• Strong negotiations with the vendors and teamwork led to a cost savings of $1.9m in 2011.
• Architected web based software application development with data hosted in the cloud platform (PaaS), infrastructure in LaaS for life insurance and annuity functions.
• Led integration with IBM P8, J2EE, SAP, Confidential, Facets, Tibco, Oracle database, ODS backend enabling service tickets routing across the enterprise reducing rerouting of tickets by 23%. Potential savings of over $1.8m/yr with ROI of 158%.
• Led programs for healthcare separation from Confidential, part of merger & acquisition team.
• Implemented offshore IT development infrastructure for division enabling follow the sun approach for support.
• Spearheaded the process to improve operational efficiency by 75% for each loan process resulting in ROI of over $7m savings/year.
• Implemented offshore IT development infrastructure for division enabling follow the sun approach for support.
• Resolved 1,000+ service tickets within service level agreement standards.
• Managed a team of 70+ members in a matrix environment, supervised 3 direct reports implementing telecom, call center technologies, business intelligence, Informatica ETL, masking data adhering to HIPAA, SOX and FINRA regulations.
• Led and implemented cloud based Salesforce.com application, integration through presales, RFQ, RFP and from inception to delivery.
• Sound judgment along with leadership skills drove efforts to sunset, consolidate, and replace dated applications.
• Established and maintained system uptimes exceeding 99% consistently.

TECHNICAL MANAGER

Confidential, Freeport, Maine

Responsibilities:

• Implemented cloud-based infrastructure to host workforce management solution in Time Warner Cable public cloud and integration with IBM workflow solution, .Net, Oracle and SQL Server databases.
• Designed, developed, and implemented workforce management system for distributing centers streamlined planning, hiring resulting in a savings of $250K in annual productivity.
• Led architecture and development of the SaaS, LaaS e-commerce and workforce management solution and integration with eCommerce solution in Microsoft technologies.
• Implemented Forecasting and Demand planning for retail using 3rd party software product.
• Negotiated software contract savings of 27% off list price collaborating with legal, vendor management on SOWs.
• Integrating Sales and Distribution, CRM, Finance, Order Management, Finance and Business Warehouse into a single platform.
• Led code reviews, architecture discussions and delivering the program on budget, forecasting, carrying out technical and program manager duties including liaison with stakeholders, business and vendor management.

Solution Architect/ Senior Consultant

Confidential, Westminster, CO

Responsibilities:

• Drove highly complex, first to market, successful $20M+ call center business intelligence solution implementation in under 2 years.
• Implemented process and architecture improvements in call center products to reuse functions, class that resulted in faster compilation and execution times.
• Resolved/Mitigated 500 production tickets by formulating FAQs and writing scripts to troubleshooting issues.
• Integrated Confidential products with Siebel front-end and IBM products for screen pops, reducing 25% call abandonment, 10-sec faster call completion for every call.