SUMMARY:

• Seeking a full - time role or a contract engagement in Project Management. The position will capitalize on professional project management skills, excellence in process improvement, strategy development and leadership experience gained during 21 years in the information technology business. Desires to continue career focus on solutions delivery to customer service and / or back office lines of business via management of employee base and vendors.
• Project-managed the development and deployment of customer service applications, functional and performance improvements to Customer Relationship Management (CRM) systems.
• Related initiatives have included customer data consolidation, web portals for statement viewing and bill payment and back office productivity software. Database and middleware technologies deployed in these projects have included Oracle, DB2, Sybase, SQL Server, JDBC, Websphere, Weblogic and WebMethods. Cisco ICM and Genesys call routing projects have included inbound and outbound scenarios, Confidential screen pops, IVR / Nuance text to speech, Verint call logging, quality monitoring and IEX workforce management (WFM).
• Managed large-scale deployments and upgrades of desktop and laptop hardware, client-server, Citrix and Web applications, softphone ( Confidential ) integration, OS management including imaging and patching.
• Established help desk team supporting servers and desktops. Led project teams to engineer and deploy high-availability, redundant switched networks, data warehouses, mainframe connectivity, floor plans, colocation of circuits, server farm management including new server racking and stacking, power management, cable management and disaster recovery planning.
• Vendor management including RFP publication, vendor selection, contractor performance oversight
• Excellent financial control of projects including a keen awareness of the importance of accurate estimates, budgets and cost management plans
• Extensive experience in requirements gathering and scope definition, project communications, risk mitigation, testing / quality control, scheduling and execution
• Expert in Microsoft Project and Excel. Experienced with legacy portfolio management applications
• Practical lifecycle background through the full SDLC in Waterfall environments
• Utilizes the PMBOK from PMI and Six Sigma DMAIC whenever beneficial to the project
• Skilled in methodologies used by PMOs with various agendas (program-specific, LOB-operated and IT-operated)

TECHNICAL AND PROCESS IMPROVEMENT SKILLS:

Process, Quality Assurance and Software Development: PMI PMBOK, CMM, SDLC, Waterfall, Six Sigma DMAIC, HP Quality Center, Chatalyst, Microsoft Visual Studio 2010 TFS

Applications: MS Project, SharePoint, Visio, PowerPoint, Primavera Project Planner, Indus Passport WM / ERP, IBM Tivoli Maximo, Remedy Netcensus, BPCS ERP

Transaction, Document and Database Management: Message queuing applications including IBM Websphere and Websphere MQSI Control Center, Tuxedo and Weblogic Middleware. Data warehouse reporting with Brio and Cognos Impromptu, RDBMS servers including IBM DB2, DB2/2 and Informix, SAP/Sybase ASE, Oracle and Oracle Net workstation client, Microsoft SQL Server, ODBC/JDBC, Sun Java J2EE, .NET and COM Frameworks

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

Network and Server Infrastructure: Data and telephony networks, server hardware and operating systems, electric power distribution and other data center infrastructure project experience including cabling and rack/stack. Topologies and products include IBM Mainframe, CICS, 3270, AS/400, 5250, RAID SCSI configuration, data cabling, TCP/IP, SNA and IPX protocols, Token Ring migration, Ethernet network switch and router configuration for Cisco, Novell Lanalyzer, firewalls, network operating systems including UNIX, AIX, Linux, Solaris, OS/2, Novell Netware NDS, Active Directory

PROFESSIONAL EXPERIENCE:

Confidential, Harleysville, PA

Project Manager

Responsibilities:

• Provided project management of software applications for the Commercial Lines division
• Projects:
• Led in-house and vendor development teams to code and deploy a customized risk management workflow solution for the Risk Services group
• Led project to deliver a customized, offshore-developed system to allow the Contact Center to automate contract management and handle customer workflow
• Provided oversight of quality assurance (QA) and UAT testing for both projects
• Responsibilities included project financial reporting, project scheduling, QA and UAT oversight and deployment / release management

Confidential, NYC, NY

Project Manager

Responsibilities:

• Project management for 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.
• Projects:
• Led the design, resource planning, procurement and installation of switched networks at nine (9) data centers
• Selected PMI best practices utilized. Responsible for full project lifecycle, including customer business requirements review, resource planning, hardware procurement, deployment, line of business validation and network operations center support
• Activities included securing resources, coordinating meetings with Bank Implementation Engineers, overseeing data center engineering design, equipment ordering and workflow management, cable contractor management, scheduling and requesting approvals by Network CAB (Change Approval Board) and hosting open conference call lines during installations

Confidential, Radnor, PA

Senior Project Consultant

Responsibilities:

• Provided project management of 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 Confidential developers.
• Increased percentage of automated customer account lookups as compared to number of incoming telephone calls.
• Led management dashboard reporting initiative to improve Aceyus web-based tool used by National and Regional Operations Center teams to manage call center performance

Confidential, Newark, DE

Technical Delivery 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 product. Provided project management and oversight of twelve (12) application development and 92 ancillary teams.
• 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 subprojects as one of five work streams reporting to the Customer Solutions PMO
• The SDLC methodology, with a Waterfall approach, was used along with the Six Sigma DMAIC model for the project work breakdown structure (WBS). The result was the delivery of a flawless set of new functionality, including systematic linkages of card accounts with deposit and mortgage accounts and multiple ways to pay for banking services in this 55,000 person-hour, $3.8M project.
• Organized and led weekly Credit Card technology meetings with 30-60 attendees. Prepared and distributed agendas which covered overall project status, concerns of involved teams and financial reporting. Coordinated breakout sessions on specific topics.
• Instrumental in Release Planning, including the coordination of development team installation tasks along and milestone reporting for the PMO
• Created SharePoint site used by over 120 technical partners, testing teams and other stakeholders for communications, information sharing and links to PMO and other sites
• Oversight of individual teams’ budget adherence resulted in an under-budget performance of 12%

Confidential, Newark, DE

Project Manager

Responsibilities:

• Managed Consolidated SuperStations projects, which were part of the Credit Card division’s overall project delivery during the merger of Confidential and MBNA
• Biannual Regulatory Releases to coordinate changes with providers (primarily AMEX, MasterCard and Visa) to adhere to credit card consortium requirements
• The SDLC methodology with a Waterfall approach and Six Sigma DMAIC model were used, along with PMI / PMBOK practices
• Orchestrated planning and design sessions allowing breakdown and assignment of work, leading to successful migration of distributed middleware case management applications (CLMS, MSS and TSS) which processed customer correspondence and non-fraud claims
• Developed, documented and deployed process improvements for SuperStation teams
• Employed innovative SharePoint site for project team communications. Created and distributed critical information “playbooks” in Excel to all stakeholders and used as leverage to deliver to zero-defect releases
• Flawlessly performed duties for production implementation planning, change management and execution
• Facilitated frequent communications with technical and business units, efficiently and swiftly implementing changes
• Teams led consistently attained high level of performance and accountability expected by Credit Card Regulatory Release Management team
• Utilized HP Quality Center tool and coordinated test plans, testing support, prioritization of reported defects and expediting resolution during UAT phase

Confidential, Philadelphia, PA

Technical Project Manager

Responsibilities:

• Provided oversight of multiple projects in a matrix organization supporting business and institutional customers.
• Utilized SDLC model and PMI methods to keep projects on track and within budget constraints
• Managed hardware and software vendors
• Responsible for estimating, budgeting and audit preparedness
• Team included developers in India and United States.
• Reduced Call Center resource costs and professional voice talent costs for business-to-business Call Centers.
• Greatly improved call center’s ability to schedule representatives to meet target call volumes
• Skills-Based Routing project to deliver outbound dialer calls to customer service representatives with second language or other special skills
• Delivered outbound dialer fax solution that integrated Genesys, .NET and XML
• Reports Team including developers from three IT groups. Developed and delivered Web-based Call Center scorecards, performance indicators and Call Center Team statistics

Confidential, Philadelphia, PA

Lead Analyst

Responsibilities:

• Project management of Call Center, customer contact, e-Commerce application integration and infrastructure projects.
• Significantly improved customer contact application performance
• Utilized SDLC using a Waterfall model for application software development projects. Participated in CMM framework study and evaluation.
• Met SOX and Pennsylvania Utility Commission (PUC) requirements
• Managed vendors, including evaluation of RFP responses, vendor selection and development of support contracts, renegotiation of call center support SLA
• Provided Call Center Strategy Planning and representation on Confidential Standards Board
• Delivered executive management decision analyses to PMO overseeing Work Management and Engineering Divisions servicing Philadelphia and Chicago. Enabled improved prioritization and scheduling of construction projects and non-emergency construction work
• Directed information technology teams to design, develop and deliver a high-volume customer electric outage reporting application integrated with a vendor IVR system.
• Call routing and screen pop in call centers via integration of Cisco ICM call routing.
• Combined with efficiency of a Confidential screen pop application, average time to answer calls was lowered and customer satisfaction ratings were improved. Project laid groundwork for pre-routing of calls based on availability and skills of agents in Chicago and Philadelphia.
• Managed Call Recording Project Team to assess RFPs, procure and deploy emergency call recording system to Emergency Technical Services (ETS) Group. Deployed system within 60 days of project start date. Improved public safety and reduced risk to corporation.
• Quality monitoring call recording project with screen playback enabled Call Center Director to capitalize on quality-improvement tools
• Complete 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
• Contributed to Proof-of-concept for CheckFree Web Bill Presentment and Payment

Confidential, Philadelphia, PA

Network Consultant

Responsibilities:

• Hired as a full-time PECO employee at the close of this six-month engagement.
• Managed application integration and network stabilization projects in the Call Centers.
• Outcome and recommendations were utilized to obtain approval of projects in future role as Lead Analyst.
• Led team of IT architecture, network operations and call center support in urgent initiative to isolate and eliminate the root cause of failure in call center scheduling application (IEX TotalView)
• Conducted call center performance improvement study that identified bottlenecks in the end-to-end data flow of information from proprietary “RISE” customer contact application at call center desktops to middleware messaging and database servers, networks, SNA controllers and mainframe

Confidential, Lawrenceville, NJ

Network Administrator, Information Systems

Responsibilities:

• Supervised technicians, support personnel and contractors across the U.S. in multi-platform IT / Web infrastructure architectural design and deployment project. Provided training, coaching and mentoring. Led projects that vastly improved network infrastructure reliability
• Projects:
• Formed a Help Desk team with six employees and one contractor. Implemented commercial help desk software and instituted a formal ticket tracking methodology
• Implemented network changes including monitoring, token ring to ethernet conversion, server hardware replacement and network operating system upgrades
• Supported Data Warehouse deployment including vendor oversight of EMC storage, Oracle and Cognos Impromptu installations and client-server desktop upgrades for power users

Confidential, Fort Washington, PA

Network Consultant

Responsibilities:

• Provided network architectural consulting and national support for 300 Safeguard sales offices, Payroll Services Business, six production plants and corporate headquarters.
• Included Novell and Windows servers, workstations, LANs, routers, mainframe and AS400 connectivity (SNA). Responsible for disaster recovery testing for data center servers and network equipment.
• Supervision of employees servicing the End User Computing Help Desk operation
• Recommended, gained approval and led project to install high-availability servers. Thoroughly researched, presented and implemented new technology such as RAID level 5 disk subsystems, uninterruptible power supplies (UPS) and tape backup autoloaders.
• Facilitated network portion of migration to IBM AS/400 from mainframe as the company switched to BPCS ERP software. Provided vendor oversight and led implementations of multi-protocol routers, CSU/DSUs, servers and workstations across the United States.
• Led token ring to Ethernet conversion, resulting in significant reduction in capital expenditures
• Wrote and tested Safeguard’s Disaster Recovery Procedures for Data Center servers and routers