PROFILE:

• IT Project Manager with over 30 years’ experience developing and supporting B - to-B relationships and interfaces within prominent service organizations.
• Exceptionally strong service philosophy, with proven ability to work effectively with both external and internal clients, as well as senior management and staff.
• Technologies developed and supported on a variety of platforms including: mainframe, Unix (Sun/Solaris), and Intel.
• Areas of strength include project management, vendor management and client relations.
• Skilled at working in highly dynamic environments with core in-house systems, as well as revenue-generating and client-facing and system-to-system applications.
• Effective manager with experience leading groups of up to 15 direct professional and technical personnel and motivating cross-functional teams.
• Training and demonstrated accomplishments in areas such as Project Management, Software Development Life-cycle, Extended Relational Analysis, and Process Mapping.

PROFESSIONAL EXPERIENCE:

Confidential, Downers Grove, Illinois

Project Manager

Responsibilities:

• Managed Project Resources to the project schedule
• Accountable for project deliverable timeline and financial milestones.

Confidential, Downers Grove, Illinois

Project Manager

Responsibilities:

• Managed Project Resources to the project schedule.
• Accountable for project deliverable timeline and financial milestones.

Delivery Manager

Confidential

Responsibilities:

• Responsible for client relationship management overseeing the delivery of technology services to select Confidential clients.
• Ensured policy designs to provide consistently high service performance and evaluated customer feedback to develop quality improvement processes.

Confidential, Chicago, Illinois

Manager - Production Application Support

Responsibilities:

• Managed staff accountable for the daily execution of key revenue generating server applications run over a broad suite of platforms, including: NT, Unix and mainframe. This included service level, budgetary and staffing responsibilities.
• Project manager for the successful migration of the company’s key EDI applications from an obsolete AIX environment to a Sun/Solaris environment adding stability to critical, unsupported legacy applications.
• Implemented an internally developed customer support tracking system that provided efficiencies through resource leveling and issue closure.
• Defined an outsourcing strategy which reduced the support spend while maintaining application coverage.
• Designed and implemented a production incident tracking system that enabled quicker resolution of server and application incidents and provided corporate metrics on application availability.
• Project lead for the design and implementation of a solution to fulfill contractually obligated reporting requirements for data delivery. This was delivered on time, within budget and well received by the client.
• Retained Technical Client Advocate responsibilities as detailed below.

Team Lead

Confidential

Responsibilities:

• Supervised team providing system-level support to flagship customers; typically this included support of custom data delivery interfaces. Duties included resource leveling of staff, transitioning new client responsibilities, and resolving customer issues.
• Selected to organize and lead this team as a cross-function of the Operations and MIS organizations to fill a gap in the support delivery process.
• Led organizational growth from 2.5 FTEs supporting 14 clients, to 3 FTEs supporting 35 clients.
• Developed revised costing template for the interface development group; this was used to standardize project estimating.
• Project manager for a successful parallel assignment interface development project with revenue of $5 MM annually.
• Resolved support dispute with a significant customer by developing strong rapport, scheduling on-site visits, and implementing a process for bi-weekly meetings.
• Situation was turned around into a positive business process.

Internal Consultant

Confidential

Responsibilities:

• Responsible for identifying cost savings opportunities throughout the company, defining the execution, and managing the project through implementation.
• Participated in company-wide process audit / redesign effort that identified +$4 MM in process efficiency savings.
• Identified and implemented a project to achieve $500,000 savings in operational efficiencies for a key audit product.
• Conducted an enterprise study that identified $300,000 in savings through fax automation.
• Led an initiative to identify and track support and maintenance activity in Product Development, which led to the implementation of time tracking software and enabled product line cost allocation.

Business Systems Analyst

Confidential

Responsibilities:

• Project lead for custom interface development projects with the company’s largest customers. Duties included defining client requirements, communicating requirements and specifications to the project team, and negotiating implementation schedules.
• Reengineered the software release acceptance process for a flagship account. The project contributed to a complete turnaround in satisfaction levels, achieving top ratings in vendor comparisons.
• Developed detailed documentation of the EDI process to define the requirements for the end-to-end audit utility, which provided complete tracking on client transactions.
• Defined and implemented the policy download interface used in the Consumer Services Division to reduce data entry costs by automating the retrieval of policy information.
• Project lead for an enhancement project that made modifications to the claim assignment delivery interfaces for a key client. Met delivery expectations, while maintaining complete data integrity and operability.

Confidential, Downers Grove, Illinois

Data Manager

Responsibilities:

• In successively more responsible roles, ultimately took on accountability as Data Manager for promoting the business function of the company’s patient and claims data as processed in Scottsdale, Arizona. Key accomplishments included:
• Led the effort to develop a centralized repository to hold the company's externally purchased data resources, which provided more efficient use of its data.
• Set policies and procedures to help maintain consistent data collection, retrieval, and storage parameters, developed data definitions and assured the existence of complete and accurate information.
• Designed and led development of impact reports for new products, which demonstrated product value.
• Formulated and initiated database queries to identify cases and investigate trends in activity.
• Prepared client presentations to depict net savings, activity, and ROI through utilization of the company’s programs.
• Developed training presentations for sales staff on the information provided in client reports.
• Reduced timeline for production of annual client activity reports by 10%, while volume increased by 25%.