SUMMARY

• Experienced business system consultant with 15 years of technical architecture experience in planning, developing, leading, and implementing new business processes with software applications enhancements for efficiencies.
• Extensive experience in process and design analysis, business and functional analysis, project leadership across multiple cross - functional teams.
• Established a reputation of delivering solutions to business problems that exceed expectations, on time and within budget.
• Over 15 plus years of financial forecasting consulting and application development experience, with focused understanding of clients’ market space, strategic direction, and business operations delivering proven value in exceeding clients expectations.
• Worked within industries like Retail, Insurance, Healthcare, Financial - Banking, IT Management, Telecommunications, and Utilities - Energy Sector.

TECHNICAL SKILLS

Business Intelligence Tools: SQL Server Reporting Services (SSRS), SQL Server Integration Services (SSIS), MySQL Reporting Services, SQL Server Data Transformation, Services (DTS), Crystal Reports and Cognos and BI reports

Databases: Microsoft SQL Server, Oracle Database, JET (Microsoft Access/MS Dynamics)

Software: Microsoft Office 365/Teams; ERP/CRM Applications (SAP, Siebel, Clarify, PeopleSoft (ePro), SalesForce, Oracle, Workday, ServiceNow

Development Tools: Visual Studio .NET, SQL Server Management Studio, MS SharePoint (2007 & 2010-16, 2019)

Cloud Architecture: MS Azure, AWS Cloud solutions, Google

Development Languages/Framework: ASP.NET & C#, HTML, XML, VXML, JavaScript

PROFESSIONAL EXPERIENCE

Confidential

Project Architect/Technical Project Manager

Responsibilities:

• Creates and maintains materials including vendor agreements SOW’s, SLA definitions, process flow diagrams, SharePoint documents for Technical Review Board presentation approval for HDR and DDR
• Simultaneously working with external vendors and internal business units along with technology operations at various stages during the implementation process for network equipment and unified communications application (MS O365 and SfB)
• Identify next generation network solutions with the Business Systems Technology Infrastructure team within Confidential Energy Business Systems technology operations group secured enterprise funding to order network equipment for multiple business units at Confidential Energy transmission and distribution is leading all aspects for conducting vendor evaluation and best practices to select and procure network equipment. The process consists of mapping each business unit’s specific accounting unit’s project funding for ordering network equipment.
• Directly worked with the Business Systems Technology team within Confidential Energy technology operations group has business funding to deliver an enterprise wide web chat and web call back solution for multiple business units at Confidential Energy the project is set to deliver agent chat and web call back for over 5,000-customer service and sales associates
• Develop processes which consists of mapping each business unit’s specific web chat and web call back requirements with call routing and handling process to the Avaya Equinox application; the enterprise web chat and web call back will be leading edge technology for Confidential Energy giving this client competitive market advantage, and creating significant value to be leveraged for other initiatives outside this specific project.
• Monitors and track metrics for quality of effort and identification of issues with the software lifecycle deployment process
• Maintains and manages project scope and financials communication to management of status and potential issues
• Works with network engineers, project managers, procurement to validate all orders are complete and accurate
• Manage the ordering process is progressing and escalate any issues and/or concerns to senior leadership
• Simultaneously working with external vendors and internal business units along with technology operations at various stages during the implementation process
• Proactively tracking order status and identify and issues arising in procurement order process
• Instrumental role in analyzing and defining the technical and functional processes of the Order Request Center workflow tool and of the enterprise web chat and web call back solution
• Manages and supervises the development of enhanced call flow and business processes required to complete implementation of the Order Request Center workflow tool application efficiently
• Analyzes existing technology patterns and manages IT architecture framework parts to determine an architecture
• Provides design by which a solution can be implemented into the IT architecture framework
• Manages video conferencing equipment and set up rooms
• Collaborates with engineers to ensure that purchased items and item deployment were correct were in accordance to the standards of the company
• Manages video link to end users for video conferencing with the client
• Creates and maintains materials including vendor agreements SOW’s, SLA definitions, process flow diagrams, SharePoint documents
• Successfully manages interactions from the vendors and business units during the Enterprise web chat and web call back implementation
• Simultaneously working with external vendors and internal business units along with technology operations at various stages during the implementation process
• Proactively tracking order status and identify and issues arising in procurement order process
• Primary subject matter expert (SME) as the primary business system consultant and point of contact for the Avaya Equinox application
• Manages and supervises the development of enhanced call flow and business processes required to complete implementation of the Avaya Equinox application efficiently

Confidential

Business System Consultant 5/Business System Consultant

Responsibilities:

• Directly works with the Enterprise Technology Infrastructure team within Confidential (TOG) technology operations group has enterprise funding to order network equipment for multiple business units at Confidential & Co; the ETI-BM team is leading all aspects for conducting vendor evaluation and best practices to select and procure network equipment. The process consists of mapping each business unit’s specific accounting unit’s project funding for ordering network equipment.
• Directly worked with the Enterprise Contact Technology team within Confidential . (TOG) technology operations group has business funding to deliver an enterprise wide web chat and web call back solution for multiple business units at Confidential & Co; the project is set to deliver agent chat and web call back for over 5,000-customer service and sales associates
• Became one of the enterprise contact technology team that leads all aspects for conducting vendor evaluation and best practices to select and implement this enterprise web chat and call back solution; the process consists of mapping each business unit’s specific web chat and web call back requirements with call routing and handling process to the Cisco Mobile Advisor application; the enterprise web chat and web call back will be leading edge technology for Confidential & giving this client competitive market advantage, and creating significant value to be leveraged for other initiatives outside this specific project.
• Assigned to Operations of business and vendor review management for project financial forecasting and resource allocations using Confidential forecasting and planning tools (STAMP, Planview, e-Pro, SEAMS, CREST)
• Responsible to financial forecasting and estimating assets and resources of the project against schedule for large enterprise projects i.e. Project Phoenix
• Financial forecasting and estimating assets and resources of the project against schedule
• Monitors and track metrics for quality of effort and identification of issues with the software lifecycle deployment process
• Maintains and manages project scope and financials communication to management of status and potential issues
• Works with network engineers, project managers, procurement to validate all orders are complete and accurate
• Tracks metrics to ensure software and hardware are being processes in a timely manner
• Ensures the ordering process is progressing and escalate any issues and/or concerns to senior leadership
• Creates and maintains new ordering process workflow tool (Order Request Center) to deliver accurate project financials and accounting polices
• Simultaneously working with external vendors and internal business units along with technology operations at various stages during the implementation process
• Proactively tracking order status and identify and issues arising in procurement order process
• Instrumental role in analyzing and defining the technical and functional processes of the Order Request Center workflow tool and of the enterprise web chat and web call back solution
• Manages and supervises the development of enhanced call flow and business processes required to complete implementation of the Order Request Center workflow tool application efficiently
• Analyzes existing technology patterns and manages IT architecture framework parts to determine an architecture
• Provides design by which a solution can be implemented into the IT architecture framework
• Manages video conferencing equipment and set up rooms
• Collaborates with engineers to ensure that purchased items and item deployment were correct were in accordance to the standards of the company

Confidential

Manager Application Enterprise/Technical Project Manager

Responsibilities:

• Worked with the Cigna Contact Center Network Repatriation consisted of over 10,000 Contact Center Agents to migrate from their existing Avaya Phone platform to the new Cisco UCCE platform
• Directly worked with the projects data conversion team was developed to conduct a manual conversion of data from approximately 15-business units migration to the Cisco UCCE platform; this process consisted of mapping each business units current call routing and handling process to the Cisco UCCE data model, manually matching and converting each record and agent profiles into Cisco, identifying and communicating exceptions to the local health plan for resolution. This was an unprecedented achievement for this client, and created significant value that is being leveraged for other initiatives outside this specific project
• Managed day-to-day application development team of 5-10 enterprise architects with code change software lifecycle process
• Oversaw the technical implementation activities to assure engineers apply technical changes according to design and architecture of solution
• Coordinated technical aspects of deployment that includes hardware environments, certification, and software deployment
• Managed video link to end users for video conferencing with the client
• Defined of the conversion process and quality metrics
• Financially forecasted and estimated assets and resources of the project against schedule
• Monitored quality of effort and identification of project scope changes
• Conducted the data mapping of Contact Center business process flows for agents migration to Cisco UCCE and CUIC reporting platform
• Kept management apprised of project financial status and overall project budget
• Served as the primary contact for the reporting data conversion process remodeling initiative
• Successfully managed interactions with 15 different BU’s during the conversion process.
• Simultaneously worked with 2-5 BU’s all at various stages in the conversion process.
• Consistently tracked status and issues arising in each health plan
• Served as the primary reporting engineer for conversion point of contact for the CUIC reporting application
• Played a significant role in analyzing and defining the technical and functional processes of the data conversion
• Worked on and supervised the development of enhanced call flow and business processes required to complete assignment efficiently
• Leveraged SQL skills to dig into the complex Cisco UCCE reporting platform CUIC
• Led the analysis of mapping each BU’s individual call treatment to the Cisco UCCE application suite

Confidential

Manager PMO

Responsibilities:

• Worked with the Oracle Portal project was solely responsible for designing, developing, and implementing a highly visible HR portal. This portal is intended to serve as a critical supporting component for the overall transformation project, which consists of approximately fourteen separate capability releases; the HR portal is to be used by all enterprise employees within North America; the HR portal seamlessly integrated with over 15 separate and distinct HR applications
• Managed and developed Project Management Organization for 20 technical project managers
• Analyzed and reviewed technical integration requirements
• Lead and managed project manager team of 20 individual for career growth and advancement
• Successfully designed, developed, and documented a J2EE based HTTP URL redirect service supporting the entire HR portal
• Supported the CR-4 security team by intimately working with third party vendors to develop and implement single sign-on capabilities (via SSL and Java web services) into third party applications
• Successfully designed and developed a full scale portal prototype effectively integrating the HTTP URL redirect service, third party application single sign-on in addition to the portals design requirements

Confidential

Technical Business Analyst/Data Conversion Team Lead

Responsibilities:

• Worked with the Siebel Sales Force Automation Implementation is an implementation of Siebel System's eHealthcare vertical software product. The scope of the project includes all field offices and corporate functions supporting the Small Business market segment (companies with 2-50 employees.) The application will support the following business processes: Managing Broker Relationships, Closing New Business, Renewing Existing Business, Managing Company Relationships, as well as, supporting Executive Management Reporting.
• Assigned to the projects data conversion team was developed to conduct a manual conversion of data from approximately 28 local health plan databases into the Siebel application in which process consisted of mapping each local database to the Siebel data model, manually matching and converting each record into Siebel, identifying and communicating exceptions to the local health plan for resolution; this was an unprecedented achievement for this client, and created significant value that is being leveraged for other initiatives outside this specific project.
• Assigned to day-to-day management of the data conversion team operations
• Defined the conversion process and quality metrics
• Monitored of the project against schedule
• Monitored quality of effort and identification of issues
• Conducted the data mapping of local HP databases to those of Siebel
• Kept management apprised of status and potential issues
• Served as the primary contact for the data conversion effort in the field
• Successfully managed interactions with 26 different health plans during the conversion process.
• Worked with 2-5 health plans all at various stages in the conversion process.
• Tracked status and issues arising in each health plan.
• Served as the primary data conversion point of contact for the health plans.
• Played a significant role in analyzing and defining the technical and functional processes of the data conversion.
• Worked on and supervised the development of the tools required to complete assignment efficiently
• Leveraged SQL skills to dig into the complex Siebel data model to monitor the cleaning process
• Led the analysis of mapping each local health plan database to the Siebel application

Confidential

Application Architect/Quality Assurance Lead

Responsibilities:

• Managed the fcClient Project was an implementation First Choice Software's fcClient desktop application; FcClient is a thin-client application built on the Microsoft.NET platform specifically designed for the purpose of replacing and/or supplemented the Clarify CRM thick-client application. FcClient leveraged the existing Clarify databases and legacy system interfaces. FcClient is simply a thin client GUI, which will functionally replicate the existing Clarify thick-client. The elimination of the thick-client Clarify application with fcClient will reduce application-processing time and thus enhance performance. The overriding goal of the fcClient project is to reduce the average handle time (AHT) of the contact center agents, by improving the performance of client’s main CRM /customer contact application.
• Represented the fcClient project team at all client meetings
• Obtained buy-in from senior management for all key project plans, commitments, and changes including requirements, quality assurance plans, budget, schedule, and scope changes.
• Ensured that the project team follows the defined the client's application delivery methodology, including periodic reviews and transitions
• Worked with the project manager to define the project approach, staffing, responsibilities, and schedule
• Assisted with deployment planning, including coordinating site technology readiness
• Defined functional team member roles and expectations
• Directed the Quality Assurance team, including all test planning, documentation, and execution
• Worked with the technical/development lead and others to prioritize and resolve SIRs
• Worked with business owners to identify, document, and prioritize fcClient requirements
• Reviewed and responsible for the overall development and integration of requirements
• Managed relationships and coordinate work between different teams, including client business process teams
• Validated that the application requirements meet overall business process needs, are within the project scope, and are internally consistent
• Reviewed and managed all changes to the requirements through a formally defined scope change process
• Developed an open and honest relationship with client counter parts allowing for the successful application development and launch along a much accelerated timeline
• Coordinated both the functional and technical readiness at five separate geographically dispersed contact center vendors providing for a coordinated simultaneous application launch
• Successfully managed the fcClient application design team, resulting in a, client certified, high-quality design in an extremely short time period
• Successfully managed the fcClient QA team, resulting in the successful completion of the entire application testing cycle in forty-five days