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Lead Program Manager Resume

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Charlotte, NC

SUMMARY

  • Experienced project manager offering 20 years of success leading all phases of diverse technology and process improvement programs and projects; PMP, and CSM, credentials; degrees in computer Science and business (MBA). Successfully established and managed PMO operations. Reduced costs and improved program and project efficiencies through centralized services and by implementing standardization.
  • Business strategist; plan and manage multimillion - dollar projects aligning business goals with technology solutions to drive process improvements, application and delivery and a competitive advantage for bottom-line gains.
  • Performance Optimization: Create work standards and drive productivity based on benchmarking analysis to close performance gaps. Trained staff to identify opportunities for continuous process improvements.
  • Excellent communicator; leverage technical, business and financial acumen to communicate effectively with client executives and their respective teams.
  • Expert in agile/scrum and waterfall project management methodologies: Able to manage large project teams and known for high-quality deliverables that meet or exceed timeline and budgetary targets.
  • Deep expertise using SDLC, CMM, CMMi, Six Sigma and Agile/SCRUM methodologies in various industries including IT, Banking, Insurance, Retail, Government, Energy, and Healthcare. Expertise in managing external vendors, 3rd party contractors and offshore resources within multiple industries.
  • In-depth knowledge of Software Application Development and Infrastructure project management methodologies (ITIL, ITSM, and COBIT). Enterprise Data Center operations and Network Operations Center operations, ITIL based Service Delivery model along with expertise in remote management and Onsite / Offshore project delivery operations. Well versed with ITIL based change management, incidence management, problem management, and release management best practices.

TECHNICAL SKILLS

Project Management Tools: MS Project, MS Project Server, Clarity, MS Office Suite, Primavera Team Play, CMM, COBIT, ITIL, RUP, SDLC, RAD, NEXUS, Agile Development Using SCRUM and eXtreme Programming (XP), Six Sigma Greenbelt trained, Visio, HP Quality Center, VersionOne, SAP, PeopleSoft, IBM Websphere, Business Objects, Technology Road Maps, Crystal, PMO, Reports.

Technology Skills: Windows, UNIX, MVS/ESA, CRM, Siebel, ASP.NET, C#, C, ASP, SQL/TSQL, J2EE, XML, HTML, IIS, Informatica, COBOL, eCommerce, JCL, CICS, Visual Studio 2005, ITIL, VSS, Cool:Gen, SQL Server 200X, DB2, Oracle, Web Analytics/ Web Methods, Web services and SOA, Web Methods, HP QC, Data/Process Modeling, Platforms: Windows 2000, UNIX HP/Sun, HP3000/MPE VAX/VMS, IBM/OS, RS6000, AS/400, OLAP & OLTP database management, ETL, dashboard and reporting frameworks

Industry Sectors: Mergers and Acquisitions, Public Sector/Government, Insurance Services, Financial Services, Retail, Energy, and Healthcare.

PROFESSIONAL EXPERIENCE

Lead Program Manager

Confidential, Charlotte, NC

Responsibilities:

  • Managed various supply chain software development and process improvement projects worth up to $65 million
  • Introduced Agile SDLC methodology for an extremely complex application, implemented both daily stand up meetings and the concept of sprints for fast delivery cycles.Implemented new PMO processes and procedures to improve program and project delivery utilizing best practices.
  • Created a standard reporting methodology to provide senior management with insight in terms of project financial status, timing and issues that needed to be known.
  • Led the supply chain initiative supporting system upgrades for 15 Flatbed distribution cents, 20 Regional Distribution Centers and the Point of Sale (POS) replacement for all stores in the US and Canada. Decommissioned the Genesis legacy system and replaced it with the new sterling system.
  • Led a team of supply chain specialists, analysts, programmers, database administrators and project managers to create proof of concepts and to identify and monitor cost saving opportunities that resulted in an average savings of $20 Million Annually.
  • Created bi-monthly status reports detailing project labor and monthly cost and performance status.
  • Led the integration of a shipping and warehouse management solution increasing overall throughput by 50%. Customized core modules and development of interfaces to capture product data from hand-held scanners within the warehouse and shipping partners’ systems, enhancing data integration and information access.
  • Approved all contractor invoices and material purchases from vendors, maintaining 100% accuracy with contract files.

Lead Program Manager

Confidential, Louisville, KY

Responsibilities:

  • Consulted with business partners to create an implementation roadmap for the Duals program that showed a five year planning approach that aligned with corporate strategy.
  • Led the PMO and deployment activities for a successful large-scale business / IT transformation program and multi-phase roll-out. The overall program budget was 40M.
  • Established multiple project schedules by utilizing MS-Project to schedule activities and develop standard work breakdown structures and schedule templates to improve tracking of large multi-year project integration efforts.
  • Created a standard reporting methodology to provide senior management with insight in terms of project financial status, timing and issues that needed to be known.
  • Led the development of a transformational Claims, payment reconciliation, electronic transmission system, with savings of $12.5 million expected within 2 years. Managed all aspects of the project - cost benefit analysis, requirements gathering, design, construction, testing, and implementation.
  • Led preparation activities for several multi-day executive - level Program Readiness Reviews with the NORC audit team who represented several states and the Centers of Medicare and Medicaid Services (CMS).
  • Prepared and presented weekly program status for various senior management and executive forums.

Senior Project Manager

Confidential, San Antonio, TX

Responsibilities:

  • Enhanced or modified systems used in support of the End to End processes for Mortgage and Home Equity Loan Products to identify the existence of FACTA (fraud) alerts for all borrowers (primary and all secondary) applicants utilizing federal and internal guidelines and upload identified FACTA alerts to the Bank FACTA Central Repository Database.
  • Lead, coached and mentored employees regarding performance, growth and continuous learning opportunities that resulted in three employees being promoted to the manager level.
  • Led the development of a transformational billing system, with savings of $5.5 million expected within 5 years. Managed all aspects of the project - cost benefit analysis, requirements gathering, design, construction, testing, and implementation.
  • Managed a five phase data center migration which included more than 250 servers for home mortgage and home equity. Critical success factors required a seamless transition with zero downtime to ensure client data and tools were available to handled customer inquiries, pending loan applications and existing accounts.
  • Awarded the IT CIO “Quality Cup” for managing and implementing a large six track program with zero defects during system test and production implementations by utilizing Agile /SCRUM. Based on the award criteria, the program obtained an overall perfect score.
  • Implemented a plan that included data replication, leased transition servers and stabilization support.
  • Led industry-benchmarking project. Reached out to industry competitors to gather best practices and performance data. Performance gap findings led to implementation of three major initiatives benefitting $4.7 billion loan portfolio.
  • Developed and maintained good relationships with existing and potential vendor partners.
  • Monitored processes and identified programs to be outsourced to external vendors.
  • Served as point of contact (POC) for all vendors identified for code upgrades related to projects under the non-discretionary program.
  • Consulted with legal on the development and execution of all SOW’s and Master Service Agreements.
  • Consistently achieved excellent ratings in client satisfaction for outstanding project management.

Senior Project Manager Consultant

Confidential, Charlotte, NC

Responsibilities:

  • Generated $4M per year in savings by reducing preventable defects and errors through creation of QA team to audit and perform due diligence with manufacturing processes.
  • Reengineered customer compliant process by creating dedicated complaint escalation team to focus on difficult or high profiled complaints.
  • Created PMO and Project Management Infrastructure for the Pega Enhancements Program encompassing Agile Methodology, Extreme Programming and SCRUM using VersionOne tool.
  • Project manager for the technology team, Involved in data mapping and product mapping sessions, interaction with technology mangers and team, High Level Design for converting accounts in assigned applications.
  • Established intuitive information hierarchies and effective user interfaces for web sites and information systems, allowing users to achieve organizational goals and fulfill client objectives.
  • Oversaw multiple strategic business re-organization projects, ensuring on-time and in-budget completion.
  • Proactively managed project/program risks, issues, and competing demands, using defined changecontrol processes.
  • Utilized Agile/SCRUM SDLC methodology for an extremely complex application, implemented both daily stand up meetings and the concept of sprints for fast delivery cycles.
  • Coordinated project teams with sizes of up to 50 people using a hybrid, onshore/offshore business model.
  • Eliminated ongoing issues with buggy releases, resulting in reduced customer support head count.
  • Leveraged existing technology and network connectivity to improve access to applications and
  • databases, resulting in corporate savings of approximately $3.37 million over five years. Project budget approximately 8.5M.
  • Utilized Agile/SCRUM SDLC methodology for an extremely complex application, implemented both daily stand up meetings and the concept of sprints for fast delivery cycles.
  • Recognized for maintaining 100% compliance after audit of SharePoint project site designed to
  • provide timely information on all deliverables.
  • Set up large transaction processing center in Bangalore, India that supported 150 staff members.

Senior Project Manager

Confidential, Washington, DC

Responsibilities:

  • Managed average annual budget of 10 million and a team of 50-70 IT professionals, including systems analysts, business analysts, and developers who were direct reports.
  • Designed a new self-service national repository for centralized resume storage and skills identification that integrated with existing staffing solutions for use in supporting the external staffing processes across all US offices.
  • Provided hands-on technical direction to project group and conducted performance managementand team building activities.
  • Led offshore team to build real-time Business Intelligence/Data Warehousing solutions (Business Objects, Crystal Reports XI, Informatica, and Documentum).
  • Spearheaded development of a business portfolio tracking system that eliminated workflow errors.
  • Served as an active member of the PWC Governance Committee to select corporate projects.

Senior Project Manager

Confidential, Columbus, GA

Responsibilities:

  • Delivered online, e-business systems on time and within budget for ten private and three governmental sector agencies, which reduced processing time by 75%, staff effort by 50% and brought in over $5M.Coordinated a business intelligence project that included data collection, data transfer (ETL), data warehousing,
  • analysis, reporting, and visualization.
  • Managed Big Data integration from disconnected, independent systems such as CRM, Sales Reporting, Administrative and Service platforms to data warehouse back end systems for use by business partners using Cognos Business Intelligence Tools. Supported self-service as well as system driven solutions.
  • Decreased issues 85% within three months, by implementing internet-based daily status reports.
  • Lead initiative where the company obtained CMM level three certification by training team members and executives on Capability Maturity Model concepts and procedures.
  • Utilized Agile/SCRUM SDLC methodology for an extremely complex application, implemented both daily stand up meetings and the concept of sprints for fast delivery cycles.
  • Reduced time to record a call by 10% through the development of interfaces that pre-filled customer information with data from corporate systems.

Project Manager / Product Manager / Claims Specialist P&C

Confidential, Bloomington, IL

Responsibilities:

  • Developed Web-based solution to foster communication between agents and Service Center reps, requiring customization of Siebel, Genesys and Avaya.
  • Design and develop the Commercial Insurance product strategy for new automobile, building, life & health insurance products and services, which is a browser based application.
  • Record Claims data for metrics reporting to address needs for operational improvement.
  • Implemented an enterprise Customer Relationship Management (CRM) initiative which encompassed several separate lines of business via Salesforce.com. The end result was client data sharing and potential for sales leads across different product groups. Project Budgets ranged from 2.5M to 20M.
  • Planned and administered project budgets as well as key milestones and deliverables. Coordinated system conversions and infrastructure overhauls.
  • Led cross-functional six sigma project to improve “Change of Address” process to reduce mailing errors to customers. Implementation generated annual savings of $2MM. Project supported nine call centers and a $3.6 billion credit card portfolio.
  • Improved tracking of multi-year project integration efforts by establishing project schedules and developing standardized work breakdown structures.
  • Successfully created detailed MS project plans and implemented change management controls, reducing schedule delays by up to 60%.
  • Investigated and processed automobile and homeowner claims that occurred in several different US states.
  • Worked daily with body shops resolving automobile claims & contractors resolving homeowner claims.

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