SUMMARY:

Results - driven business professional offering 20 years of experience in generating and implementing Information Technology and Customer Experience initiatives; encompassing ideation, process and product strategy, analysis in technical and business solutions, process and systems engineering, data, and project management services.

SKILLS AND EXPERTISE:

Technical: MS Project, MS Office Suite, Clarity, HP PPM, Visio, SharePoint

Methodologies: Waterfall, Iterative, Agile (DAD)

Industry: Banking, Government, Software, Manufacturing, Financial Services, Retail, Communications, Healthcare, eBusiness

PROFESSIONAL EXPERIENCE:

Confidential

Principal - Owner

Responsibilities:

• Due to relocation from a resort area we, closed and sold the balance of business in our Real Estate family business and interests in preparation for relocation.
• Also, I received my PMP certification during this timeframe.

Confidential

PMO Manager

Responsibilities:

• Conducted resource searches and led consultant on-boarding activities
• Managed direct reports including selection and training, performance management, performance reviews and scheduling work assignments
• Managed matrixed resources from solution design and estimated to go live
• Worked collaboratively with department directors and senior management to develop objectives, key performance indicators and metrics
• Managed the accumulation and reporting on all Capital Projects in PMO (over 100 simultaneous projects).
• Led Large Program Groups in both Business Process Alignment and IT Infrastructure initiatives
• Contributed to the (PMO led) IT- Confidential adoption of scalable Agile practices featuring DAD methodology
• Maintained full load of personal projects.

Confidential

Responsibilities:

• Identify and link all Member IDs that represented the same Member. Since Confidential was the major provider of insurance through the private and the commercial market, there was often several member IDs that could relate to a single individual
• DataStage External feeds from credit vendors; mail houses
• After the initial ETL process into the TeraData customer mart records were compared using several existing fields and other algorithms.
• Additional information was obtained though several mailing and data houses.
• A “golden”member record was created so that the information contained in the facets data of all the linked member records could be included for reporting and gaps in care analysis
• This process created the first ever detailed composite view of a members history with Confidential
• Move the existing outbound disease management call center from one vendor to another. Additionally, to create a closed loop data feed that utilized our identification and stratification of disease and open gaps to power and direct McKesson’s disease management efforts. Then, after counseling, capture the results and update internal gap closure statistics.
• Internal generated data feeds, SFTP transfer protocol, ETL processes into the customer data mart and report generation; Genesys telephony and call routing configuration the project begun in August and was fast tracked due to a December 31,2012 deadline.

Confidential

Responsibilities:

• Redesign member outreach from existing initiatives toward a single outreach interaction structure. To record and prioritize these interactions so as to maximize effectiveness and drive wellness and relating scoring. Confidential was the largest initiative ever undertaken by Confidential and involved every business and IT area
• TeraData Big Data Analytics; TeraData Data Warehousing; TeraData Marketing Systems(Aprimo); IBM middleware (infoSphere MQ); Xerox XMPie; Exact Target Email and Text messaging (Salesforce); Genesys Automated Voice Messaging; Genesys Confidential ; FileNet Document and Image Storage
• Developed as the first program initiative this project began with the design and creation of two significant data sets. First a customer data repository was designed to hold customer interaction and preference information. A Second database was created that would house the history of actual interactions with the customer. Both of these would be enterprise wide and would capture every transaction though every channel. TeraData was chosen for the data repositories and member intelligence. Aprimo was chosen to define and manage the outreach campaigns and to select the appropriate channel for member communication. IBM MX was chosen to connect Aprimo to the outbound channel managers (Exact Target for email; Genesys for voice; and XMPie for mail).
• FileNet was chosen to warehouse exact copies of all outreach messaging - voice recordings, email, text messaging, and printed communications. Over 40 million messages are managed annually

Confidential

Responsibilities:

• Even considering MCDM, there was no organization-wide emphasis or structure for the Confidential . Campaigns were conceived and authorized by each line of business. Therefore all the activities, measures and outcomes were isolated. Gaps addressed were not consistently defined or measured
• Group Creativity Techniques, Analysis and Consensus Building
• Create a structure for the oversight and coordination of member outreach, scoring and decision making. Develop a common understanding and practice for communication, and measurement. Create oversight for all outreach initiatives.
• Direct and compliment the “pay for performance initiatives” in provider management
• Ongoing effort

Confidential

Responsibilities:

• First candidate for an Agile project. To integrate the rapidly evolving structural and process changes of federal and state mandated requirements and member centric change initiatives into the principal vehicle for customer interaction. Agile process was chosen to aid in the prioritization of the extensive work involved so that the greatest value was produced as early as possible. Secondly, Agile was chosen so that it could most effectively sync with the emergent work streams from MCDM.
• Genesys, FileNet
• Product Backlog and Release Plan was created from the Confidential Project Management Plan and the Scope Baseline. The Product Owner was represented on the Confidential Operations Committee.

Confidential

Responsibilities:

• Develop a “retail presence” in key areas of Tennessee. Also meet and exceed minority guidelines established by the State. Create a mobile presence for training and selling efforts.
• Existing architecture
• External resources were engaged to develop the framework for a retail operations center and mobile presence. That roadmap contained a list of changes required in infrastructure and operating procedures to empower a retail center. Due to the deadline of fall enrollment, the project had less than 5 months to complete.

Confidential

Project Manager/Team Lead

Responsibilities:

• Managed project plans, budgets, resource alignments and drove teams to complete projects on time
• Led daily and weekly status report meetings on both detailed and high levels; for project teams and executive stakeholders as required
• Authored all project documentation that included project schedules, scope change orders, status reports and post mortems
• Identified and escalated business risks and successfully redeveloped deliverables to match constantly changing government directives

Confidential

Principle - Practice/ProgramManager

Responsibilities:

• Built value for this venture and consulting firm focusing on the government sector in Knowledge Base, Artificial Intelligence and Data Acquisition Projects using strict software development lifecycle guidelines and stringent government reporting requirements. led the team that created the program charter, initial requirements and wireframe prototype for an open source interrogation strategy
• Coordinated all components of project requirements, estimates and timelines with teams of outsourced resources consisting of scientists, intelligence and enforcement personnel
• Generated a full cost benefit analysis for the integration of open source analysis into various field objectives within the intelligence communities

Confidential

Responsibilities:

• Worked collaboratively with siloed resource teams to define and engage in a problem statement
• Managed research and testing of scoring algorithms
• Developed a full cost-benefit analysis for the use of open source data in threat assessment

Confidential

Responsibilities:

• Created a collaboration model for the pooling of financial resources across disparate Federal and military organizations
• Project management planning: Led a team of scientists and logistical authorities in the government and private sectors to a common understanding and solution path

Confidential

Responsibilities:

• Authored the project Statement of Work, Charter and Business Case
• Led the team to create the Work Breakdown Structure that included Communication, Technical and forward field deployment teams
• Developed the Cost Estimate and Initial Risk Analysis
• Created Procurement Statement of Work and Procurement Management Plan