SUMMARY:

Highly skilled Project Manager and Business Systems Analyst with extensive liaison experience between Development Groups, Stakeholders and multiple Lines of Business, seeking Manager or Individual Contributor role. Strong Sense of Urgency obtaining full Process Disclosures or Topologies supporting Implementations or Functional Applications through Business Analysis or Procedural Data Requirements. Experienced in multiple Business Disciplines and Compliance Requirements, Extensive background in Financial Banking, Budgets, Audit Controls, Project / Program Management, Service Delivery Management, Cash Management, Rick Management, Customer Service, Change / Release Management, Improvement Quality Management, Supply Chain Management, Stakeholders, Vendor Management and Standards. Expert in Planning, Management, Strategy and Conflict Resolution positive interactions in any Working Relationship or Environment. Perfect Attendance, Excellent Teamwork, Communication Skills, Superior Organizational Skill sets.

TECHNICAL SKILLS:

MS Office (Word, Excel, PowerPoint, VISO)

GAAP

Jira

Clarity

Agile

ITSM

Waterfall

SharePoint (SDLC, ITIL, SOX, EFT)

EXPERIENCE:

Confidential, Hockessin, DE

Project / Program Management

Responsibilities:

• Proving proven successful strategies to produce results and improve effectiveness and long term business growth in Compliance, Proof of Concept, Baseline Reports, Management, Change Control, Business Continuity, Disaster Recovery, User Acceptance Testing, Patch and Release Validation, Lessons Learned and Play Book script methodology.
• Mentoring Business Process improvements and documentation.
• Guiding Hardware Platform refreshes / Software Program Upgrades and Application Rollouts Releases.

Confidential, DE

SR. Project Management Specialist

Responsibilities:

• Responsible for program oversight for the Affordable Care Act implementation of the (Health Benefits Exchange / Federally Facilitated Marketplace) partnership between the Federal Government and the Confidential .
• Wrote and Implemented policy regulation guidelines for the Division of Health and Social Services Delaware Health Insurance Marketplace Program.
• Managed Delaware’s baseline performance utilizing Agile and Waterfall methodologies to develop and measure Qualified Health Plans, Plan Management / Consumer Assistance / Benefits Exchange operations, Community Outreach, Department of Insurance reporting, Program Management, Cost Containment, and Federal Grant Management.
• Provided guidance and Issue Resolutions specific to Analyzing Data Interfaces determining eligibility and population verification / Point of contact for Consumer Outreach Organizations, RFP’s, Work Plans and Media.
• Sponsored webinars and leadership groups to work through critical issues regarding Exchange implementation via Salesforce (Smartsheet) Presentations to Increase Customer Satisfaction and Client Relationships..
• Responsible for aligning organizational requirements with existing State Agencies.
• Managed all Marketplace Guide Vendor Management invoices / GAAP budget allocations and Federal Grant reporting draw down expenditures maintaining Confidentiality and SOX Compliance requirements.

Confidential, Hockessin, DE

Project / Program Manager

Responsibilities:

• Provided Proof of Concept, Baseline Reports using, MS Office Word, Excel, PowerPoint, VISO, Project, Data Management, Change Control, User Acceptance Testing, Patch and Release Validation, Lessons Learned via Play Book script methodology.
• Performed Business Process improvement and documentation.
• Managed multiple Hardware Platforms refreshes including Windows / UNIX / Mainframe.
• Led extensive third party Software Program Upgrade and Patch releases with the Federal Reserve, Momentum Systems, Sterling Systems, and NDM.

Confidential, Wilmington, DE

Customer Service & Development Technical Service Unit Manager

Responsibilities:

• Managed Second Level Network Engineer Support Team, responsible Enterprise Wide for all Internal / External Electronic File Transmissions.
• Interface and Subject Matter Expert on all Electronic Business Systems Analyst implementations.
• Responsible for Vendor Management, Application Support, Help Desk Tickets, Quality Assurance, Testing, Server Platforms, Software Applications, securing Securities / Cash Management / Treasury / Wealth / Trade and Payroll files
• Developed and Implemented Wintel, Mainframe, Open Systems, Cloud Disaster Recovery Plans, Documentation Standards for Back - ups and Business Continuity.
• Collaborated with Business Groups ensuring Technology Project Requirements or improving Backup capabilities, Reviewed and Approved all ITIL - ITSM Change Management request and Jira Peer Reviews.
• Responsible for staff Performance Reviews and Corrective Action on an on-going basis in-line with Quarterly Performance Reviews.
• Met with Executive Stakeholders to identify Tier 1 Critical Platforms, Set-up Dedicated Resources and Applications to support recovery requirements.
• Interfaced with Data Networking / Voice Telecommunications Teams in preparation of recovery procedures. Addressed any open Critical GAP Analysis to ensure SDLC.
• Accountable for Daily Workflow Operations, Hiring, Training, Setting Priorities, Meeting Service Level Agreements.
• Introduced and managed a Common EFT FTP File Directory repository for multiple FTP Protocols with restricted User Access Permission for both Production and Test Files.

Confidential, Wilmington, DE

VP, Information Technology Business Project Manager, Information Technology Manager

Responsibilities:

• Served as PMO Project Manager, IT Business Systems Analyst, Change Control Manager, and Department Security Manager, responsible for Senior Executive Level Business and Technology Enterprise-wide projects.
• Analyzed and enforced specific Standards Overseeing and Driving Operational Procedures Implementing Project Tools / Issue Management / Playbook Metrics using (MS Office Word, Excel, PowerPoint, VISO, Project) Agile / Waterfall / or Six Sigma methodologies / Develop Implement Manage internal Audit Program.
• Accountable for Training, Setting Priorities, Meeting Service Level Agreements.
• Performed Workflow Topologies on ADD-HOC Applications/Systems Identifying opportunities for additional resources to contribute or Analytics for Technology Refreshes.
• Responsible for Change Management to bring about the desired expected results, on time.
• Managed multiple Database / Migration / Patches / Data Implementations / Application Releases / System Roll-outs.
• Ensured Business Continuity Functional programs across various sites and numerous stakeholders were in line with Executive Leadership Teams approval.

Confidential, Wilmington, DE

VP, Information Technology Call Center Application Support Manager, Change Manager

Responsibilities:

• Responsible for bi-weekly Application Support and Business Continuity “Run the Engine” Production Environment releases, Accountable for Systems Performance.
• Training, Setting Priorities, Meeting Service Level Agreements.
• Managed Second level multi-site Support Teams supporting each Call Centers System Platforms running First Data Resources/Total Systems applications.
• Responsible for staff Performance Reviews and Corrective Action in addition to Quarterly Performance Reviews.
• Off-site Responsibilities included US and Canada Application Roll-Outs.
• Travel requirements during these events averaged five Business Days each occurrence to ensure transparent Superior Customer experience.
• Provided Release Management, Clarity, Peregrine Help Desk, Incident Management Ticket resolution.
• Promoted Root Cause Analysis, Proactive Measures, to deliver the highest quality of Customer Service / Corrective and Preventative actions.
• Prepare, review and approve Installation Qualification / Servers / Software Components.
• Implemented rapid Response Trouble Shooting Investigation Resolution models for User or System generated Incident Tickets.

Confidential, DE / NY

VP, DE / NY Data Center Service Delivery Manager, Project Manager

Responsibilities:

• Responsible for Dual Technical Service Delivery Management sites, managed four Data Centers simultaneously in two different states.
• Masterminded and implemented new floor plans for a state of the art Data Center. Installed PDU’s / 200FM Fire Suppression Unit / Under Floor Water Coolant System / Architectural Environment for Data and Command Centers / Physical Access / Security and Training Administration, Maintenance Management Information System (MMIS).
• Responsible for Departmental Budget and staff Performance Reviews and Corrective Action on an on-going basis in-line with Quarterly Performance Reviews.
• Ensured my direct Reports maintain confidentiality and complied with all Health Insurance Compliance Regulations.
• Accountable for Systems Performance, Daily Workflow Operations, Hiring, Training, Setting Priorities, Meeting Service Level Agreements.
• Managed all Equipment / Server Decommissions / Staff, and Functionality across sites for one virtual Data Center with minimum to no down time ensuring Quality Agreements / SLA’s / ServiceNow / NOC’s / Continuous Improvement / MS Office Word, Excel, PowerPoint, Project.
• Managed Service Delivery Production for a Multi-Million Dollar IBM 5400 Mainframe / Midrange AS400 / NCR / UNISYS Back-up Contingency Payment Processing Lockbox Settlement Computing platform.
• Conducted quarterly scheduled site Power Outages and System Shut-downs. Held meetings with all lines of Business for in-scope Critical Platforms and Applications.
• Maintained all Off-Site Tape Restores and nightly System Back-Ups. Secured all Systems Platform Keys and Enterprise Wide Systems Recovery Documentation.