OBJECTIVE:

Seeking a full - time application development manager or consulting role in information technology. The position will take advantage of software development project management skills that are uniquely complemented by vendor management and network infrastructure project management experience. Excellent writing and process improvement talents, coupled with planning and execution ability will be used as leverage to deliver solutions that fulfill business expectations.

SUMMARY:

• Provided leadership and project management of teams and vendors which delivered distributed Web and Cloud applications in customer contact settings with management dashboard reporting capabilities.
• Coordinated and provided oversight of teams in matrix organizational structures, crossing functional areas of business and technical expertise and including vendors and offshore contractors.
• Served as motivating leader in projects that provided substantial improvements in customer service and return on investment (ROI). Technical contributors have typically included domestic and international FTEs, local and remote contractors in a pooled resource matrix structure.
• Teams led have included experts in service-oriented architecture (SAS), messaging transport platforms such as MQ Series, .Net, database management (Oracle, DB2, SQL Server and others), html, Java, Visual C / C#, Active Directory, cyber security, firewall, DNS, data center and call center telephony application platforms.
• Successfully delivered several call center application software integration projects including softphone integration via computer telephony interface (CTI) software, Confidential Intelligent Contact Management and Confidential call routing (both inbound and outbound), screen pop via Confidential IVR logging via MQ Series, Nuance text to speech, Verint call logging and quality monitoring applications and IEX workforce management (WFM).
• 18 years of experience in project management for financial services and utilities.
• 12 years leading software development and solutions delivery initiatives.
• Seven years managing full-time employees in network support and help desk service delivery.
• Extensive experience in requirements gathering and scope definition, project communications, risk management, testing, quality control, scheduling and execution.
• Expert in Microsoft Project, Excel, Visio and MS Office. Experienced with portfolio management applications.
• Excellent financial estimating, forecasting and control.
• Experienced in vendor management including request for proposal (RFP) publication, vendor selection and contractor oversight.

TECHNICAL AND PROCESS MANAGEMENT SKILLS:

Software Development Tools: Quality Assurance and Testing Microsoft Team Foundation Server (TFS) with Visual Studio 2010. HP Quality Center (formerly Mercury).

Software Development Methodologies and Models: PMI PMBOK, CMM, SDLC, Waterfall, Six Sigma DMAICProject Management Tools MS Project, MS Project Server, SharePoint, Clarity Project Workbench. Productivity software including MS Office (Word, Excel, PowerPoint, Access), Visio.

Change Management Tools: IBM Tivoli Maximo, IBM Service Center, Remedy Netcensus.

ERP Applications: Indus Passport Work Management / ERP with data feed from Primavera Project Planner, BPCS Manufacturing ERP Suite. e-commerce, Software-As-Service Message transport and enterprise broker applications including IBM WebSphere and WebSphere MQSI Control Center, Tuxedo and WebLogic., Sun Java J2EE, .NET and COM Frameworks

Database Managers: IBM DB2, DB2/2 and Informix, Sybase ASE, Oracle and Oracle Net workstation client, Microsoft SQL Server, ODBC/JDBC, Btrieve, Data warehouse reporting with Brio and Cognos Impromptu.

Call Center and Telecommunications Applications: CRM, CTI Integration, Confidential ICM, Periphonics IVR, Verint Ultra logger, UltraSelect quality monitoring with screen capture, IEX TotalView WFM, AT&T Business Direct, Northern Telecom Meridian Max ACD

Internet and Cyber Security: Concepts and implementation management of firewalls, DMZ, NAT, antivirus (server, desktop, laptop), DNS servers, Active Directory and ldap administration practices, Web proxy, switch-level filtering, server physical security.

Business Continuity, Disaster Recovery, Reliability: (A) Software Sungard LDRPS (formerly Strohl), message queue failover, backup software including Backup Exec, Arcserve and others. (B) Data Center Infrastructure autoloader tape library systems, RAID 5 SCSI and SATA configurations, server and data center UPS, failover call center for call routing and alternate call-takers, private backup ILO rail configurations on Confidential data switches.

Network Operating Systems, Servers and Storage: Network operating systems including Microsoft Windows 2012 Server / Active Directory, Novell Netware NDS, UNIX, AIX, Linux, Solaris and OS/2. Hands-on configuration of servers from Dell, HP, IBM, Lenovo and others.

Network and Data Center Infrastructure: Familiar with networks including WAN, LAN and WIFI. Telephony networks including VOIP, cloud administration, ACD and CTI.

Hands-on experience with data network topologies and products include: IBM Mainframe, CICS, 3270, AS/400, 5250, TCP/IP, SNA and IPX protocols, Token Ring migration, Ethernet network switch and router configuration for Confidential . Working knowledge of common requirements in data centers including vendor management, site survey requirements, circuit provisioning, data cabling, telephony integration, electric power distribution, cable management, KVMs and rack/stack.

PROFESSIONAL EXPERIENCE:

Confidential, Mertztown, PA

Responsibilities:

• Provides consulting and advice on web applications and network infrastructure for small businesses.
• Assists owners with development of technology strategy, security and business continuity.
• Oversees software integration and data center network services.
• Collaborated with management of a fuel services company and established strategic objectives for information technology.
• Assessed requirements for reliability, security, business continuity and performance and made recommendations for proposed infrastructure upgrades.
• Gained approval for proposed changes, planned and replaced server infrastructure including hardware configuration, migration to a new operating system (OS) and integration of system with uninterruptable power supply (UPS). Delivered contingency plans to provide improved business continuity.
• Verified that the system had zero downtime events and that the overall performance, capacity and reliability goals were met.
• Created project work breakdown structure, project plan and schedule for a major bank to jointly develop web interfaces with a healthcare system partner as part of a payments application. Provided risk assessment and mitigation plans for each identified risk.

Confidential, Harleysville, PA

Development Project Manager

Responsibilities:

• Provided project planning and direction to enable the installation of a cloud-hosted property risk workflow system that resulted in a large reduction in the company’s assumed policy risk.
• Instituted code reviews with vendor and eliminated unapproved changes in the development and test environments.
• Conducted daily check-in meetings and weekly status update meetings in which progress on project schedule was presented.
• Project oversight of offshore developers and testers, along with scheduling and financial management to deliver a customized, offshore-developed solution to allow the Contact Center to automate contract management.
• Led implementation, user validation and post-installation support phase.
• Resulting efficiency allowed the department servicing agents to phase out a manually-operated process and portray a more professional image.

Confidential

Project Manager

Responsibilities:

• Project management of network engineering team that installed redundant high performance 10-gigabit switched networks in Confidential and Confidential legacy data centers. Led engineering, cabling and network operations teams to design and deploy connections for large numbers of servers.
• Coordinated and rapidly delivered data network expansions to enable the addition of nearly 400 high-powered redundant servers critical to the company’s brokerage services in ten (10) data centers.
• Led the requirements gathering, engineering design, resource planning for engineering, data security and data center facilities, scheduling, procurement and installation of cabling, data switched, racks and servers. Verified system operation with Bank personnel immediately following weekend deployments.
• Successfully delivered expanded network capacity for new special-purpose servers at several of the same data centers.

Confidential, Radnor, PA

Development & Telecomm Infrastructure Project Manager

Responsibilities:

• Provided project management of eCommerce development and operational support initiatives associated.
• Managed vendors and call routing project teams for worldwide call centers that handle customer service voice and IVR calls.
• Expedited vendor software and telephony deliverables.
• Managed softphone application providers and in-house CTI developers.
• Increased percentage of automated customer account lookups as compared to number of incoming telephone calls.
• Led management dashboard reporting initiative to leverage and hold accountable the vendor of a web-based tool used by National and Regional Operations Center teams.
• Enabled significant improvement in call center performance.

Confidential

Development Project Manager

Responsibilities:

• Provided project management for Credit Card development teams and vendors that played key roles in a multi-million dollar “Customer Solutions” project which delivered a flawless set of eCommerce applications.
• Provided project management and oversight of twelve (12) application development and 92 ancillary teams throughout the Bank.
• Delivered new functionality to offer customers choices in banking that reward them for deeper relationships and improved back office automation of customer account updates.
• Managed the Credit Card division’s 12 teams’ development efforts within Confidential ’s “Customer Solutions” e-commerce project.
• Provided estimated costs and held individuals or their managers accountable for variances from the expected burn rate on a weekly basis.
• Delivered project on time and within one (1) percent of the budgeted amount, which was within the company’s allowed plus or minus three (3) percent.

Confidential, Newark, DE

Development Project Manager

Responsibilities:

• Leadership and assimilation of 15 merger transition projects into a master plan and schedule to support the merger of Confidential & Confidential .
• This was a contract engagement within the Consolidated SuperStation Technology (CST) Project Management Team which comprised nine project-level direct reports. Project and release management of Biannual Regulatory Releases to coordinate changes with providers to adhere to credit card consortium requirements.
• Managed Consolidated Superstation eCommerce projects which were part of the Credit Card division’s overall project delivery during the merger of Confidential and Confidential .
• Project and release management of Biannual Regulatory Releases to coordinate changes with providers (primarily Confidential, MasterCard and Visa) to adhere to credit card consortium requirements.

Confidential, Philadelphia, PA

Development & Telecomm Infrastructure Project Manager

Responsibilities:

• Skills-Based Routing delivered outbound dialer calls to customer service representatives with second language or other special skills.
• Delivered outbound dialer fax solution that integrated Confidential, .NET and XML, enabling a vast improvement in the call centers’ efficiency.
• Managed team that developed and delivered Web-based Call Center scorecards, performance indicators and Call Center Team statistics Reports.

Confidential, Philadelphia, PA

Lead Analyst, Energy Delivery Information Technology

Responsibilities:

• High-volume customer electric outage reporting application integrated with a vendor IVR system. Duration was 18 months, with a budget of $2 million.
• Call routing and screen pop in call centers via integration of Confidential ICM call routing. Combined with a computer telephony (CTI) screen pop application the average time to answer calls was lowered and customer satisfaction ratings were improved.
• Emergency call recording system for the Emergency Technical Services (ETS) Group. Deployed system within 60 days of project start date. Improved public safety and reduced risk to corporation.
• Quality monitoring and call recording with screen playback. Enabled Call Center to reach unprecedented customer satisfaction ratings.
• Upgrade of Call Center servers, workstations and network topology under the Call Center Improvement Project. Reduced customer contact system’s maximum transaction time from 15 to 5 seconds. Reduced Help Desk trouble calls by Call Center representatives by 80%.
• Led rollout of Java/J2EE CRM application to outsource call centers and outlying remote facilities, resulting in reduced support costs for Call Centers.
• Led system infrastructure design for CheckFree Web Bill Presentment and Payment project.