Overview:

Technology leader with 27 years of technology experience. Concentration in managing Applications Development projects. Solid grounding in all aspects of IT and IT budgeting, managing multi-million dollar projects with experience in execution of leading large technology teams. Collaborated with executive management to conceptualize, plan, and drive critical projects from inception to conclusion. Experienced in SDLC, including Agile development and RUP. Skilled at aligning IT and business strategies and developing solutions for those strategies. Excellent understanding of web and client-server architecture, voice/data integration, mainframe and distributed systems development, network setup, hardware/software, vendor management and outsourcing including negotiation , and customer support.

IT Industry experience years exp:

Wealth Management/Finance 9 , Service Delivery 9 , Healthcare 4 , and Pharmaceuticals 4 , Media 1

Areas of expertise are as follows:

• Strategic Information Technology Planning and Delivery sCRM Solutions Business Intelligence
• Systems Architecture Team Leadership, Motivation, Training Consensus Building and Collaboration
• Staff Management Enterprise Information Enterprise Level Systems Integration Infrastructure Design
• Systems Integration IT Strategy Project Management and Quality Assurance Strategic Alliances
• Vendor Management/Strategic Relationships SDLC and Best Practices Process Improvement
• Experienced at developing technology solutions in conjunction with senior executive strategies

Major accomplishments:

Currently managing technology projects involving front-office and call center technologies in support of internal business units and customer sales. Focused on ensuring technology is properly aligned with strategies and initiatives in support of customer needs.

Operational Highlights:

• Leading development team to design/implement high quality integrated solutions and partnering with architecture team to develop and communicate architecture direction
• Providing technology lead and release management oversight for application deployment
• Monitoring all CRM development to ensure compliance with development policies
• Providing gap analysis from a technical perspective, highlighting current state, future state, client needs, best practices, and solution offerings aligned with technology direction
• Engaged in software evaluations for an updated Customer Care strategy
• Ensuring team is leveraging existing service layer technologies for CRM applications
• Examining and Influencing service layer changes based on requirements and collaborating with peer application development teams for integration those changes

Confidential

Led a team of over 100 professionals in the development and advancement of the organization's Call Center, Interactive Voice Units IVR , Telephony CTI , and Advanced Phone Systems support, as well as Client Relationship Management CRM systems built in Siebel and SalesForce.com SFC , and design/development/implementation of additional leading edge front-office initiatives. Drove on-time and on-budget delivery of systems based on hundreds of critical business initiatives yearly, across various areas of the organization, while continuously collaborating with stakeholders. Directly managed a 25 million dollar budget. Facilitated and taught leadership classes to IT management while at US Trust Taking the lead , What it takes to be a good leader . Nominated by senior executive management for Global Technology and Operations Award-of-Excellence the highest level of achievement for excellence within Bank of America . Completed Emerging Leader and Leading by example corporate executive training. Frequently ranked Exceeds expectations - top 20 of organization.

Operational Highlights:

• Leading technical areas for strategic systems projects and business initiatives relating to contact management. Systems handling 24mm calls annually with over 60 automation in most LOBs. Deployed hundreds of business requirements annually for call center process automation, client prospecting, marketing and sales, account opening and maintenance, customer systems, client relationship and account management, contact/call routing through IVR/CTI Genesys , front office to back office workflow TIBCO , and critical customer interface Salesforce.com /account analytics Siebel .
• Streamlined Salesforce Marketing application to reduce account opening business processes from days/weeks, to hours/days, while collaborating on increased responsiveness and turnaround time for client information from mission critical applications.
• Drove automation that improved service levels to the customer facing business areas using SalesForce Software, which lowered costs while adding new capabilities through aggressive execution of enhancements to those systems.
• Led compensation systems area in enhancements to tiered claims processes, linked to Sales and Marketing systems both Siebel and Salesforce.com .
• Championed a consistent project methodology agile Rational Unified Process - RUP and ensured adherence by random participation in various business and technical iteration sessions with IT and business community. Also familiar with Waterfall SDLC used to support legacy implementations.
• Ensured compliance to Sarbanes-Oxley SOX via testing, validation, and remediation of internal controls for applications.
• Led Siebel systems 7.5 to 7.7, 7.7 to 8.0 upgrades and customer/client relationship requirements deployments.
• Established and executed tactical and strategic technology plans based on integration requirements from US Trust/Bank of America merger.
• Managed full client data conversion efforts of US Trust client data systems, after purchase of US Trust by Bank of America.

Confidential

Directed Confidential customer facing strategic system initiatives built in Siebel, managed care and health business systems support, and managed the technology project office PMO . Was responsible for developing and implementing the CRM strategy and architecture at Confidential. Ensured excellent working relationships with internal/external business partners in all areas Customer Systems, Physician Services, Health Management, Sales . Collaborated with senior management to implement strategic visions for critical business initiatives using technology and automation.

Operational Highlights:

• Lead Confidential Customer Resource Management CRM/Siebel strategic system initiatives, system's deployment, managed care and health business systems support for the service delivery area. Responsible for developing and implementing the CRM strategy and architecture at Confidential Solutions.
• Responsible for a team of 40 individuals. Portion of daily duties included budgeting, performance evals, employment cycle, coaching/counseling, and status/progress meetings.
• Ensured excellent working relationships with internal/external business partners in all areas Customer Service, Physician Services, Health Management, Sales
• Implemented Siebel Call Center Systems, Workflow and Assignment manager systems for contact management, which focused on customer commitment tracking 3.0 million in annualized benefit-through cost avoidance and automated workflow processes to minimize manual routing of work. Implemented a Specialty Pharmacy patient care unit system.
• Deployed pharmacy contact management systems, which allowed bundling of calls to physicians 2.8 million in annualized benefit-through increased efficiencies .
• Created and managed the PMO for the Senior Applications Vice President/CIO. Created a standardized project-tracking portfolio, and developed uniform project plans and statements of work for over 30 major corporate initiatives that were responsible for annual direct generation of 12 million dollars in revenue against the P L.

Confidential

Responsible for an award winning technology strategy in developing Prudential HealthCare's internet systems. These systems serviced more than 1.2 million PHC members. Architected applications that provided internet based self-service portals for claims, eligibility, benefits, provider and plan sponsor inquiries and updates. Systems substantially reduced phone volume to call centers, provided access for members to their plan data and claims, plan sponsors to member eligibility information, and providers to retrieve member/ insurance data. Led team that won the 1999 Prudential Corporate Business Value Award for technology and innovation.

Operational Highlights:

• Internet systems department responsibilities included development of business requirements and support of all internal and external websites. The Client Online Portal System won parent company - corporate award for best leading edge design.
• Responsible for Customer Service Web Tool. HealthCare intranet-web based data inquiry and retrieval application contained over 10,000 pages of information . This communication system was used by the entire organization and provided specific client detail, state regulations incl. HIPAA regs. , call-flow training materials, Call Center site specific bulletin boards, product guidelines, and links to other web-based support tools. Recipient of the Prudential Corporate Business Value Award.
• Managed activities of internal web-based Intranet department, which built and maintained more than 100 Intranet systems and portals. These systems substantially reduced employee workload by performing enhanced data access and provided consistent and reliable data from systems of record.
• Directing activities of the customer service applications area, which supports 5 million healthcare members, 3400 internal seats system users at 4 national service centers, and 30 satellite sites. Systems handle transactions generated from an average of 1.5 million inbound calls per month.
• Lead contact management and Internet/Intranet technical areas for transition and integration requirements to Aetna/US HealthCare during merger 11 Month phased cutover .
• Identified processes, controls, procedures, existing architectures, integration and connection paths.
• Conducted verification of understanding of data, Gap analysis, put together project plan and initial risk list
• Perform data mapping, update risk list
• Began data migration application and process build-out
• Began functional application migration build-out, Search for initial issues with smoke testing.
• Conduct data synchronization validation did x move to x and is all of x intact .
• Conduct test runs of migration on regular basis prior to live cutover

Confidential

Responsible for the planning, architecture, design, development and deployment of UPS's primary client-server telephone center application, servicing 10,000 call-center CSRs and handling approximately 5 million orders daily. Additionally, designed and deployed client-server tracking system for undeliverable packages.

Operational Highlights:

• Contact Management System provided full data mining, retrieval and order/pickup placement capabilities to call center operators. Migrated existing DOS/3270 front-end to VB/Windows GUI interface and deployed to 8000 users. System enhancements substantially improved CSR call time performance while decreasing training time. Led team that designed call center client-server messaging based architecture, which was designed entirely in-house, using MQ-Series from PC to AS400 to MF.
• Responsible for maintenance and support of existing Call Center and Tele-servicing application prior to, and during, conversion process of above application.
• Managed activities of contact management mainframe development area, AS/400 development area, infrastructure support, and QA lab. Supervised activities of 25 internal and consultant resources and various team leads.

Confidential

Developed Credit Application Processing System linking to credit check agencies for processing loan applications. Also wrote several financial programs which calculated amortization schedules and various loan plans.

TECHNICAL EXPERTISE

Systems Engineering and Application Development and Architecture, Web-based Design and Strategies, Telephony, Network Topology and Architecture, Electronic Switching Systems, Genesys, Call Routing, IBM Mainframe Based Systems, Microsoft hardware and software, C , Java, .NET, Windows, CRM and Call Center technologies including CTI, ANI, DNIS, Voice-data integration, as well as workflow routing tools, and Siebel Systems including leading Siebel upgrades from versions 6 to 7, 7.5 to 7.7, and 7.7 to 8.01 , and of course, MS Office tool set.