SUMMARY:

• A big - picture, strategic thinker who has the ability to take a deep-dive, drive initiatives and think outside the box when analyzing critical issues.
• Produced well-balanced, visionary and scalable approaches to attain business objectives, advance technical capability, optimize process, generate revenue and pursue operational excellence. Hand-on and action-driven with high level of focus, consistency, sense of urgency, problem solving skills and emotional intelligence to maximize business results and minimize risks.
• Extensive experience in exercising open communication, enabling creativity, coordinating dependencies, accelerating business transformation, strengthening relationships, integrating technology, adopting best practices, increasing transparency and enhancing service satisfaction with companies.
• Standardized process to be LEAN and increase performance, transparency and predictability for enterprise projects.
• Built Product, Release and Transformation Roadmaps with stakeholders on IT Security, Technology Advances, Business Contingency, Cloud Strategy and Compliance, and received buy-in from Leadership Team.
• Defined Data Governance Plan and Incentive Program to improve enterprise data quality and integrity.
• Re-designed network topology and platform. Implemented decentralized Regional Service Center (RSC), as one of the strategic directions, to improve operational efficiency and contain overhead costs.
• Managed and Migrated IBM mainframe (DB2, CICS, COBOL, JCL, Assembly) to UNIX Client-Server platform (Oracle, Java, Java Script, C, C++, Shell). The Platform Modernization Program created $200+ MM revenue in 3 years.
• Data Center upgrades, virtualized servers (VMware) and managed capacity (SAN) to host mission critical systems in house, and saved $2 MM operational costs per annum.
• Enhanced IT security technology programs with up-to-date technology. Conducted yearly security assessment and remediation on Office365, SharePoint, Email Protection, IAM, HIPAA & SOX compliance, Mobile Device Management (MDM), ServceNow CMDB and ITSM, Data Loss Prevention and Encryption.
• Migration implementations and upgrades commercial (QXNT, Facets, MS Dynamics, Salesforce, Oracle, Informatica) and in-house software, and hardware.
• Expert managing large-scale projects with an in-depth understanding of technology.
• Developed IT Business Continuity Planning and implemented disaster recovery, security, change control, application and hardware inventory policies and procedures.
• Led cross functional teams to evaluate options, conduct Proof-of-Value (POV) and align Enterprise Cloud Strategy.
• Monitored progress to ensure group objectives are delivered on time and within budget, and business results are realized.
• Fully understand SDLC methodologies implementing large scale projects from the initiation phase to the deployment/warranty phase, with a successful on time and within budget rate of 97%.
• Responsible for assessing, creating RFP’s, negotiating and purchasing critical enterprise applications for various departments.
• Identified, proposed and influenced business solutions, negotiates deliverables and requirements. Ensured the design and integration of proposed system, software and hardware solutions lead to the development and growth of the business through effective use of technology.
• Managed business contingency plan and conducted routine contingency exercises (failovers).
• Implemented encryption and key exchange mechanism with third party processors to maximize data security.
• Served as SME on encryption for credit/debit transactions. Implemented Single Sign-on (SSO) for multiple sites.
• Established Secure FTP to protect member data, and Integrated Google Captcha to enhance Portal security.
• Implemented Avaya tool to support Call Routing logic for Call Enters.
• Led CRM, ERP and Data Warehouse implementations for multiple large corporations.
• Led large Medical Fraud Prevention and Detection Program (HIPAA).
• Integrated ITIL framework to enhance enterprise capability on IT services.
• Managed SFMC- Sales force Cloud based tool, as enterprise email platform for ALL email campaigns.

PROFESSIONAL EXPERIENCE:

Confidential, Lake Forest, CA

Senior Project/Program Manager, Scrum Master

Responsibilities:

• Implemented Microsoft BitLocker as enterprise solution to support whole disk encryption.
• Worked with Protiviti (vendor) to conduct security assessment on Office 365 and SharePoint. Determined remediation plan based on findings, recommendations, risks, and business priorities.
• Worked with MobileIron and Citrix (vendors) to improve enterprise Mobile Device Management (MDM) capability.
• Conducted POV with Agari and Inky (Email Security vendor) and rendered contract with Agari. Goal is to implement selected commercial software as supplement of Office 365 Advance Threat Protection (ATP) to further mitigate the risk of email attacks. Rendered one-year contract to Agari after POV.
• Consolidated and migrated service provider on Web Filtering and Security to Netskope (vendor), seamlessly replaced proxies by VPN Tunnels and flawlessly integrated existing policies with new vendor.
• Worked with vendor to conduct assessment on Identity and Assess Management (IAM). Based on findings and prioritized recommendations, new projects/programs will be added to 2019 Objectives and Roadmap.
• Established ServiceNow CMDB, and built roadmap to engage ServiceNow as enterprise IT Service Management tool.

Confidential, Long Beach, CA

Senior Project/Program Manager, Scrum Master

Responsibilities:

• Led junior Project managers for large enterprise projects to deliver compliance projects, adopt SFMC email platform, enhance CRM, manage big data and integrate HIPAA CARC/RARC messages. .
• Deployed and integrated ERP and CRM tools to support customer service agents’ day-to-day operations.
• Implemented SalesForce Marketing Cloud tool (SFMC), with enterprise email applications. Operationalized ET as the SFMC project integrated member demographic data into an Enterprise Repository (IBM MDM) and saved 1.3M+ per annum on operating expenses.
• Integrated CARC/RARC in Explanation of Payment (EOP) and Provider Portal messaging. Reduced Contact Center call volume and improved Customer Satisfaction by 21%.
• Managed at any given time five (5) to eight (8) projects, ranging from large to small in scope. Projects included, infrastructure, compliance, QXNT upgrade, medical & dental claims, portal, solutions engineering, application development, security, finance, HR, Call Centers, working with cross discipline teams.
• Managed hardware and software requirements to ensure they are not overstated.
• Fully responsible for project budgets, resources, risk/issue management and timeline.

Confidential, Costa Mesa, CA

Senior Project Manager, Scrum Master, Agile Coach

Responsibilities:

• Managed multiple projects, infrastructure rebuild, and software development.
• Responsible for project budget and resource hours, project budgets ranged from $100k up to $3.5 million.
• Created Development, Unit testing/Integration, QA, Staging, Training and Production environments. Allowing for simultaneous testing/QA of multiple applications prior to moving apps to production.
• Infrastructure project - Developed and maintained project plans, Business Requirement Document, Project Charter, System Requirement Specification, change management and risk/issue management.
• Communicated weekly with executive team and stakeholders, covering project health, budget, risk, delays and any other concerns or information needed.
• Worked with QA team to create test cases and obtain approval, once approved assigned resources to perform test and certify applications is ready for production release.
• Worked with Change Management team to prioritize trivial and major releases scheduled for production release.
• Responsible for providing leadership and guidance to support Agile Adoption Program (XP, Scrum, Kanban, Lean Agile, DevOps, SAFe), to transform project teams practicing Agile planning and engineering, and to deliver consumer products with strong brand image and business values.
• Assumed the responsibilities of Agile Project Manager/Scrum Master for Engineering Team (APIs-Desktop and Mobile), and Business Intelligence Team. Rally is used as the “System of Truth.”
• Worked closely with clients and stakeholders to prioritize product roadmap, conduct story mapping, define definition of done (DoD), and perform release planning.
• Coached Product Owner and Agile Team Members to effectively adopt Agile Process and Values, demonstrating by 20% increase in productivity within the first 3 months of Agile adoption.
• Facilitated Scrum of scrums and helped teams with dependency management.
• Assisted organization in employing DevOps function to evolve towards continuous integration.

Confidential, Agoura Hills, CA

Senior Project Manager, Scrum Master, Agile Coach

Responsibilities:

• Concurrently delivered multiple large-size projects with high complexity, sponsored by Loan Servicing by Others (LSBO), Portfolio Services Group (PSG), and Loan Product Services & Reporting.
• Drived launch readiness. Held overall responsibility to ensure project success in a highly virtualized environment. Connected to cross-functional & distributed teams as a servant leader.
• Worked with Line of Business (LOB) and product owner to create product vision and roadmap.
• Researched and proposed solutions to optimize operations and to support business goals.
• Integrated existing and new systems with Pega (PBM tool) and Salesforce (CRM tool).
• Provided Scrum-based Agile training, at program level, to PMO and senior management team on portfolio, Feature-Driven Delivery, and release planning using SAFe principles.
• Serving as a servant leader, coached new Agile teams (project level) in their transformation journey, from Discovery, Agile bootcamp, backlog buildout, release planning through deployment.
• Collaborated the transformation of practicing less command-and-control leadership model with management team. Facilitated Scrum of Scrums to align teams, remove impediments and enable teams to work through dependencies.

Confidential

Senior Manager, PMO

Responsibilities:

• Established and globalized PMO to rapidly acquire knowledge of local and regional marketplace, harness cultural diversity strengths, leverage resource allocation, manage risks, and drive initiatives to execute enterprise strategy. The PMO benchmarked best practices worldwide and adopted Waterfall, Agile and hybrid project management standards.
• Established off-shore Development Center in Manila, Philippines, and recruited Solution Engineering Team. Deployed Global Resourcing Model to support enterprise resource needs.
• Performed Technology and Business Linkage Planning to ensure the right tools are purchased or developed to support day-to-day business needs.
• Served as senior project manager and scrum master based on the usage of agreed SDLC & PDLC.
• Held Profit-and-Loss (P&L) responsibility for core enterprise projects. Acquired comprehensive knowledge of local and regional marketplace, and developed detailed plans to account for cultural differences and to ensure flawless engagement.
• Upgraded Facets to the current version and brought the hosting in hours to save $1.1MM operational costs.
• Led strategic projects, using Salesforce as the primary tool, to streamline and automate lead-to-quote and quote-to-cash cycles, and to integrate with Facets (adjudication tool).
• Led SWOT analysis as the primary input for strategic planning. Defined vision, and business & technical roadmap to ensure desired business values were delivered. As the Single Point of Contact (SPOC) for creating and maintaining Master Schedule using Microsoft Project.
• Coached the self-organized and cross-functional teams to design and deliver table-driven applications to handle claims and fulfill legal requirements (HIPAA).
• Delivered EDI 5010 conversion, submitted HEDIS reports to NCQA, and started ICD-10 Conversion project.
• Served as committee member to create President’s Ring, as the Leadership Development program.
• Set S.M.A.R.T. goals for team members, and managed their career growth objectives in conjunction with Resource Managers and HR. Practiced STAR model for providing feedback.
• Implemented AIDET (a communication framework) and Avaya (CRM), to create positive, world-class member experience. Increased customer satisfaction and membership loyalty.
• Partnered with HealthTrio to build a new portal, myTakeCare, to enhance member experience.
• Facilitated Confidential ’s Brand Awareness Champaign to achieve enterprise strategic objectives.

Confidential, Salem, OR

Senior IT Advisor, Program Manager

Responsibilities:

• Responsible for determining strategic directions and roadmaps for IT services.
• Delivered Energy Tax Credit (ETC) eCommerce project. Integrated Payment Processing with Confidential .

Confidential, Portland, OR

Program Manager, Scrum Master

Responsibilities:

• Delivered Web-based Identity Protection Services, Analytics, ECM, EDMS, and Billing Integration.
• Coached project teams from various functional areas included infrastructure, systems and billing re-engineering and integration, customer service, and professional service teams.
• Facilitated all Scrum ceremonies and guided teams in story writing/mapping techniques.

Confidential, Portland, OR

Systems Manager

Responsibilities:

• Responsible for analyzing and implementing solutions and optimizing operations in Confidential region. Upgraded Facets to the latest version to increase operational efficiency.
• Adopted and practiced RUP (Rational Unified Process) to integrate all four (4) health plans in the Confidential region into a single plan, using Facets as the primary adjudication tool.
• Adopted and practiced RAPID development (Agile) to build a new web-based member portal, Regence, to foster positive member experience and to optimize operations.

Confidential, St. Louis, MO

Senior Software Engineer, Global Delivery Manager, Program Manager

Responsibilities:

• Served as one of the seven team members in Platform Re-design (Mainframe+DB2 to UNIX+Oracle) Team to define technical roadmap, systems & platform transformation and release planning.
• Responsible for seamlessly and flawlessly migrating technical platform and core systems, and deploying systems enhancements to seven (7) global markets based on pre-determined intervals.
• Conducted performance fine-tuning and benchmark (UNIX) to assure 99.98% uptime. To significantly improve TPS rate, designed and implemented one of the initiatives to reduce I/O latency on Oracle server by using “Real Time Processing, Batch Commit” model.
• Adopted Extreme Programming (XP) to migrate enterprise technical platform from IBM to NCR in 90 days. Migrated Stand-in Authorization Systems from CICS to Java platform.
• Designed and developed table-driven, rule-based decision systems (rule engine) to evaluate risks and authorize credit transactions (payment processing).
• Served as Subject Matter Expert (SME) in Credit Authorization, Reversals, Automated File Action, Daily Reconciliation, Network Management, Automated Security Key Exchange and PIN Encryption.
• Created, negotiated and maintained Program Schedule (MS Project) for Release Management.
• Documented AS-IS workflow and defined TO-BE workflow for communication and process improvement using DMAIC (6 Sigma) model. Adopted ITIL to design/improve IT services.
• Established off-shore development center in Chennai, India.
• Exercised Global Resourcing and Outsourcing Models to recruit talents and fulfill enterprise resource needs from a short, medium and long-term perspective.
• Solidified and implemented “System in Control” initiative for global project delivery.
• Created Enterprise Data Warehouse (Oracle) to support Data Quality Analytics and MIS Reporting.
• Deployed Oracle Financial to manage budgets and expenses.