SUMMARY:

Award - winning, successful Senior Level Project Management professional with expertise in project/program management, critical business process solutions, principles, practices, accounting/finance and information technology solutions for hosted and non-hosted application development solutions

EXPERTISE AREA;

• Certified ScrumMaster
• Agile Concepts and Development Process
• Program Management
• Technical Project Management
• Business Project Management
• Release Management
• Change Management
• Web Content Management
• Portfolio Management
• Service Delivery Management
• Account Management
• Resource Management
• Consulting
• Software Development Life Cycle (SDLC)
• ITIL
• ISO 9000/9001
• Enterprise Architecture Strategy
• Product Development
• Business and Systems Analysis
• Requirements Development
• Reporting Solutions
• Problem Solving
• Gap/Quantitative/ROI Analysis
• Financial/Business Planning/Cases
• QA/Testing Management
• Office Operations and Management

• Telecom
• Healthcare
• Insurance
• Oil and Gas
• Accounting/Finance
• Realty
• Transportation

SOFTWARE/SOFT SKILLS:

• Telecom - ITUP (IT Unified Process)
• Analysis/Research
• Business/Technical Writing
• Call Center Management
• Customer Relationship Management (CRM)
• Data Mapping/EDW Training ERP/eCommerce/B2B/B2C
• Facilitation Courses
• GAAP Knowledge
• Insurance Products/Medical Training
• Insurance Sales Training
• ITIL/ISO 9000/9001 Training
• Management Skills
• Project Office/MS Applications
• MS Applications
• Process Flows
• Requirements Gathering (Business/Systems)
• Mediation Courses
• Reporting
• Accounting/Finance Operations
• Real Estate Training

• Access

• ACD
• ACH
• Arbor
• AS/400
• Billing Systems
• BizTalk
• Broadband (FiOS & U-Verse)
• Business Continuation/Disaster Recovery
• CaseWise
• Cerner
• Clarify
• ClearCase
• Cognos
• CTI
• Call Centers
• CyberLife eBusiness/eCommerce
• EDI/EDW
• Epic
• Genesys
• HL-7 framework
• Hosted/Non-hosted Applications
• IDX Flowcast Suite iManage
• Informatica
• Intranet/Internet Platforms
• ISO 9000/9001
• ISP operations
• IVR
• JDE
• Kronos
• Local Telephony
• Long Distance Telephony
• Lucent/Avaya Networks
• Mainframes
• Mercury TestDirector
• Nortel PBX
• Nortel Switches/Routers
• OLTP
• Oracle
• PeopleSoft
• Provisioning Systems
• Rational Test Manager
• Relational Databases
• Remedy
• Retail
• RUP/RequisitePro
• SAP
• Security
• Security Projects
• ServiceInsight
• Siemens
• Tracker
• UNIX
• Voice Portal
• VoIP
• Windows
• Windows NT
• Wireless

CAREER HISTORY:

TECHNICAL Project Manager

Confidential, Dallas, TX

Responsibilities:

• Own the entire LEAN Program/Project and/or Systems Change Request thru the SDLC process and ensure implementation is successful based on customer/client requirements/needs.
• Establish effective working relationships with all levels of the organization in the development of project and small system change request (SSCR) business and technical requirements.
• Analyze business issues and identify opportunities in relation to requirements and advocate solutions that enable the Business to achieve goals.
• Anticipate and identify areas for improvement and gaps between current/future state within Business and IT.
• Liaison/single point of contact between multiple business stakeholders, vendors and IT resources to ensure the definition and management of the scope of technical solutions will meet Business stakeholder requirements.
• Own and manage the requirements discovery process, analysis and translation of high level and detailed business/ customer requirements for an enterprise wide range of Contact Center solutions such as IVR, Telephony, Reports, etc.
• Identify and provide IT LOE estimates and maintain LOE estimates in the Team SharePoint site.
• Develop RACI (Responsible/Approver/Consulted/Informed) charts identifying roles and responsibilities that are defined and establish clear areas of accountability to ensure reduction of risks associated with large scale program execution and to improve overall team and program performance.
• Lead/manage the elicitation and documentation of business and technical requirements using requirements work sessions (JARs), business analysis, use cases, tasks required and workflow analysis throughout the project lifecycle from elicitation thru development processes ensuring compliance with LEAN IT methodology.
• Collaborate with business stakeholders and design/development resources during technical requirements development ensuring high level designs are accurately documented and traced to approved Business requirements thru the use of the Rational RequisitePro (ReqPro) requirements and use case management tool.
• Provide leadership by proactively identifying, assessing and resolving project issues and changes to technical requirements deliverables and partnering with Business and IT resources to minimize issues.
• Partner with and lead developers and SIT testers for requirements traceability and create/maintain feature test cases and use cases in ReqPro combined with development of flow diagrams and PowerPoint presentations.
• Lead, coordinate and/or participate in quality reviews and walk-thru’s of detailed business and technical requirements and use cases with Business stakeholders/Product owners and developers.
• Identify and develop any training or process documentation required and coordinate end user training.
• Manage all change requests, work orders and prepare and maintain documents for consistent status reporting to Program and Project Managers.
• Collaborate with all resources thru SDLC processes to ensure project success and satisfied stakeholders.

Platforms/Systems/Applications: Voice Services - IVR, Telephony and Reporting Platforms (IVR, ACD, Infrastructure, Telephony, VoIP), Genesys/Avaya Platforms, Business Objects, Hosted Solutions, MS SharePoint, ININ CIC Platform, NICE Platform, MS Servers, SharePoint, Rational Suite - ReqPro, ClearCase.

SENIOR it Consultant/Advisor

Confidential, Dallas, TX

Responsibilities:

• Liaison to Business stakeholders and IT resources for the identification, recommendation and development of reporting solutions in order to achieve organizational objectives, mandates and goals.
• Strong analytical and decision-making skills partnering with stakeholders and IT management to develop reporting requirements for projects and small systems change requests (SSCRs).
• Identified/assessed risks and partnered with Business and IT resources to minimize issues.
• Developed and executed team project plans, schedules and communication plans for Reporting projects.
• Developed design documents, process flows and partnered with SIT and UAT testers during testing.
• Liaison between multiple business stakeholders, vendors and IT resources to ensure the definition and management of the scope of technical solutions will meet and satisfy business stakeholder requirements.
• Managed the requirements discovery process, analysis and translation of high level and detailed customer requirements for an extensive range of Contact Center solutions.
• Elicited and documented business and technical requirements using requirements work sessions, business analysis, use cases, tasks required and workflow analysis throughout the project lifecycle from elicitation thru development processes ensuring compliance with LEAN IT methodology.
• Identified and provided IT LOE estimates to Project/Program managers and maintained LOE estimates in the Team SharePoint site.
• Collaborated with business stakeholders and design/development resources during technical requirements development ensuring high level designs are accurately documented
• Partnered with Reporting developers to mitigate risks during development.
• Project Manager for SAP Business Objects Reporting projects thru SDLC for integrated custom and standard reporting packages for Genesys metrics displayed thru Infoview front-end with Business Objects db/Universe as the backend platform providing historical Agent and Call Center performance metrics.
• Partnered with business and technical resources for Command Center Web-based Reporting project to develop consolidated Enterprise reports for consistency/accuracy in performance metrics via a ‘single version of the truth’.
• Liaison for Voice Services IVR and Telephony, hosted and non-hosted, enhancement projects and systems change requests.

Platforms/Systems/Applications: Genesys/Avaya - Voice Services Platform, SOA, Business Intelligence/EDW, Oracle, Business Objects db and Universe, CS90, Infoview, OLAP, MS SharePoint, Informatica, MS Windows, Rational Suite.

IT Manager/Principle Consultant

Confidential, Irving, TX

Responsibilities:

• Provide practice consulting expertise, account and technical team leadership to vertical operations for multiple Confidential clients that resulted in identification of future IT business in 2011 in the amount of $500K.
• Awarded ‘Excellence’ award for eCommerce Web Content Management - Reduced workload of Web Sites .Net Content Changes by 47% in 3 months via Agile development processes.
• Project Management with Business/Systems analysis and requirements development - Successfully delivered on time and budget a critical Pilot project of a new eCommerce shipment management system tied to finance and accounting systems.
• Identified additional new business opportunity resulting in future development of new rating and commissioning software in 2011.
• Successfully led business analysis effort, development of requirements and project management for the roll out of enhancements to the eCommerce retail Point of Sale (POS) system for international stores that increased revenue by 6%.
• Led the development of IT Test Process Improvement (TPI) a ssessments resulting in additional business ($500K) for Confidential to implement the TPI NEXT process which measures organizational test maturity levels testing effectiveness in key areas such test strategy, metrics, tools, communication, defect and test process management, etc.

IT HEALTHCARE Project MANAGER

Confidential, Dallas, TX

Responsibilities:

• Improved the process to corporate security and BI programs that specified standards, procedures, and engineering methods required for enhancements to EDW/BI and HIM automation infrastructure.
• Managed matrixed on-site, off-shore and virtual teams for IT Production support/maintenance and project enhancements to include business and systems requirements, application development and QA for RXClaim prescription claims processes and Restacker software application processing system adjudication engine which is 24x7 application that processes over 200 million benefit claims annually.