Executive Profile

ITIL - Issue, Problem & Change Management
Relationship development - Customer, Team, Vendor & Partner Relations
20+ years Project Management, Planning & Implementation
Strategic Business Process Planning & Design
Resource Management - 5 - 75 resources
Budget Planning & Management $2 - 75M
15+ years Business Intelligence (BI) application design and implementation
PMO design / development

• Solutions-oriented leader practiced in analyzing, recommending, and guiding the delivery of technology, operational, business strategies to solve problems. Experienced with clients and businesses within the healthcare, insurance, financial, government and academic fields. Strength in aligning technology investments with business goals.
• Skilled in partnering with business, teams, customers, vendors and leadership to identify needs, evaluate risks, and develop effective systems, applications, tools, and platforms to enhance decision-making, enable business transformation, and support competitive growth.
• Technical expertise for delivering key technology solutions encompassing:
• Multiple platforms - virtualization (VMware), Microsoft server, Web and mainframe
• Telephony - VOIP and TDM solutions with Avaya, I3, Genesys, Adtran, CISCO and Nuance
• BI solutions - WebFocus, SQL, Oracle, data warehousing (relational, multi-dimension, Web enabled OLAP), data modeling, data marts, dashboards and data mining
• Network - design with ISPs, cabling and CISCO networking equipment
• Industry application - CRM, healthcare, insurance, financial, education, government
• Authentication - Novell edirectory, Microsoft Active Directory
• App Dev - .NET, JAVA, SharePoint
• Methodologies - SDLC, ITIL, PMI (Waterfall and Agile)
• Natural communicator and leader with strong team-building and management skills.Adept at building and directing high-performance, customer-focused teams. Team leadership from 5 to 70 members.
• Provide vision and dedicated leadership for delivering IT operations, project management, programming, database design, system design and implementation.

Professional Experience

Confidential, Columbus, OH 2012 - Present

Project Manager - infrastructure enhancements

Leading multiple infrastructure upgrade projects - 1) Migrating Novell eDirectory to Microsoft Active directory 2) converting agency from Groupwise to Exchange email. Implementing multiple application developments using .NET, JAVA and SharePoint. Designing / developing / implementing PMO within the agency beginning with SDLC process and project management software solution.
Challenges: Bring project leadership change to processes while delivering on in-flight projects.

Key Contributions & Results:

• Kick started languishing email conversion (GroupWise to Exchange) project to a successful implementation within 4 months using leadership and drive for results.
• Successfully brought SharePoint to the business community with a statewide routing/approval application using my understanding of solving business needs with technology solutions.
• Chosen to be a member of a statewide team to implement an identity solution due to my proven understanding of customer needs and thought leadership proven in short 4 months of being on the job.

Confidential, Columbus, OH 2011 - 2012

Project Manager - call center technologies (contract)

Delivering on the conversion of multiple on-premise PBX solutions to an Avaya VOIP solution. Following a Waterfall project management methodology, continually developing/managing formal project plans in a methodical and organized approach for a multi-project environment. Charged with maintaining on-time and within-budget control of multiple worldwide site rollouts.
Challenges: To accelerate the transition of worldwide sites while still maintaining quality, timeliness and budget.

Confidential, Columbus, OH 2010 - 2011

IT Client Relationship Manager / Resource Manager / Project Manager

Cross-functional responsibility for driving growth, establishing profitable client relationships, leading teams, and project managing the on-time and within-budget delivery of managed technology services to healthcare practices throughout the State of Ohio. Managed internal teams to provide clients a modern cloud based environment to meet EHR demands. Manage, train, mentor, and evaluate performance of 10 highly technical Microsoft engineers. Serve as a member of the senior management team.
Challenges: To strengthen service / project delivery operations; introduce organizational structure and processes; and guide the build-out and management of IT operations for clients.

Key Contributions & Results:

• Led the engineers in designing and implementing electronic medical systems (EHR vendors: Nextgen, Greenway, AllScripts, e-MDs) and associated cloud-based infrastructures (VMWare; thin computing). Provided complete IT support for the client including MS Exchange services (web and smart phone access), MS SQL databases, and virtual VMware structures at client sites or in a private cloud environment. Implemented multiple Adtran VOIP telephony solutions.
• Through my experience as a project manager was responsible for the successful delivery of business solutions by directing and participating in requirements gathering, prototyping, data analyst, systems development and implementations, managing the technical development and delivery as well as the administrative responsibilities of the project to achieve the client\'s satisfaction. Provided complete IT technical support from building infrastructure (ISP procurement / CAT 5 wiring / CISCO
• networking) to end-user application training. Developed unique process improvement plans for each client to streamline office workflow.
• Improved service delivery with the creation of a tiered help desk using IT industry best practices (ITIL). Developed project management best practices (PMBOK - Waterfall) that increased the effectiveness of IT project delivery allowing 30% client growth with no additional resources. Boosted profit margins with the rollout of the Autotask business management platform.
• Restructured and expanded resources within the company. Established separate Run / Support and Build / Implement teams. Instituted performance metrics for staff and clients.

Confidential, Columbus, OH 2009 - 2010

Senior Consultant - project management - Columbus City School District

Partnered with administration and educators across the district to define and integrate key performance monitoring functionality into systems to improve student learning and ensure compliance with federal and state requirements.
Challenges: Retained to analyze and develop specifications for the implementation of key enhancements into business intelligence system to enable Columbus City School District to gain greater insight in the education of students.

Key Contributions & Results:

• Provided project leadership in a multi-client environment to successfully migrate the BI reporting application from the vendor to on-premise hosting.
• Installed both test and production WebFocus BI environment.
• Led the development, implementation, and administration of a self service dashboard reporting application to the existing Oracle based data warehouse.
• Supported the analytical assessment of existing schools and recommended strategy to consolidate services and achieve cost reductions > $2M.

Confidential, Columbus, OH 1981 - 2009

Built a record of achievements through a series of increasingly responsible positions at this national property & casualty insurance and financial services company. Multiple leadership and individual contributor roles

Scope of accountability spans technology needs assessments and solutions, process and quality improvement, project planning and management, budgeting, resource allocation, team building and leadership, and customer and partner relationship

management. Lead a geographically dispersed team of 70 - Business Analysts, Quality Assurance Testers, and Developers in defining, testing, implementing, and ensuring optimal uptime of business applications. Direct all aspects of projects; manage risk assessment, issue resolution, and change management initiatives.

Challenges: Charged with leading the newly centralized Call Center technology team and given complete responsibility for the enhancement, testing, and management of mission-critical applications supporting Sales and Service, IT Help Desk, Nationwide Better Health, Nationwide Advantage Mortgage, and Customer Relations operations within 15 Call Centers across the US.

Key Contributions & Results:

• Built and led tier 3 team in managing and ensuring optimal uptime of 73 applications supporting core operations (sales / service / customer support / CSR desktop) within 6 unique Call Center technology environments.
• Drove the introduction and adoption of ITIL best practices into the environment, standardizing incident, change, and problem management. Trained and mentored team members on new processes and procedures.
• Led the build-out of framework to capture key financial, operations, resources, and projects metrics, and to deliver a balanced scorecard stream ling the management of department performance.
• Held multiple leadership roles in creating a centralized IT Run Operations Group to support new shared services model. Orchestrated the successful integration of 6 separate call center technology groups into a centralized unit sharing common goals, resulting in quicker and more efficient solutions to daily call center issues.
• Championed the implementation of customer tracking tools and processes, improving overall response time, hold time, and abandon rate.
• Managed the replacement of legacy application system with PowerCenter CRM platform, providing marketing, customer service, and leadership with an effective means to capture and report on key business drivers.
• Implemented various BI reporting functions that enhanced operational information from the CRM solution.
• Installed and continued maintenance of BI tool WebFocus. Provided patch maintenance and release review / impact of the BI tool.
• Designed / developed / implemented
• Datamarts that included extracting, transforming, and loading data (ETL) from the CRM solution using data loaders, flat files, and job scheduling
• HTTP intercepts for performance measurements
• Enterprise wide dashboards for performance and analytic measurements
• Directed the implementation of the speech-to-text voice recognition system (Nuance) within the organization that allowed the automatic routing of calls to appropriate personnel, resulting in the elimination/saving of 2 resources.
• Planned and led the build-out of web-based knowledge base, utilizing RoboHelp, providing teams within the organization to access customer service processes, solutions, and best practices online.
• Collaborated with executive leadership of 2 functional and 2 IT areas to deliver Sarbanes Oxley compliance to the enterprise. Delivered rapid results to implement communication opt-out enhancements to systems that saved Nationwide potential revenue loss and enabled continued marketing functionality.
• Planned and oversaw the IT project budgets in excess of $75M. Managed office budgets in excess of $2.5M.

Education & Credentials

Bachelor of Science in Business Administration
Associate of Science in Computer Programming
PMI bootcamp training program

Certification & Membership

• Six Sigma Green Belt, VILLANOVA UNIVERSITY
• Member, CHARTERED PROPERTY CASUALTY UNDERWRITER