SUMMARY:

• Dedicated, certified PMP® with approximately 14 years of proven large team program/project management experience managing complex enterprise - wide initiatives, which include Application Development—Enterprise Application Integration (EAI)/Middleware and large-scale business & IT initiatives from conception through implementation and deployment.
• Experienced people manager working with reports from three to 75+ resources to implement or turnaround numerous program/project initiatives. Industries in which experience has been obtained include Health Insurance, Manufacturing, Media & Entertainment, Telecommunications, E-commerce and Packaged/Consumer Goods.
• Relevant experience includes hands-on project management of the application development and enterprise application integration of a host of business initiatives for numerous clients.
• This work included working with internal and external teams such as product development, State and Federal agencies, third party vendors, professional providers, trading partners, enrollment, claims administration, etc.
• Experience also includes working within PMOs (Project Management Offices) and with other cross-functional teams to drive the implementation of mission-critical programs and projects in a matrix environment.

EXPERIENCE:

Confidential, Newark, NJ

Senior Program/Project Management Consultant

Responsibilities:

• Manage and lead all aspects of the development and implementation of two existing Broker Portal modules (Billing & Payment and Group Administration) as well as the development of a new Member Maintenance module for the firm.
• Manage the business rules, wireframes development, Content Management of the modules—including vendor relationships.
• Manage and lead all aspects of the development and program implementation of the company's new suite of health insurance products.
• Work directly with and manage impacted teams, including Provider, Broker and Member Portals, MOM (Intermediate Messaging/Web Services), IVR (call flows, call routing, etc.) and Product Development and Management to ensure all processes are in place to adjudicate claims and to handle customer inquiries for the new suite.
• Messaging/Web Services development provided by external vendor— Confidential .
• Lead and manage cross-functional team engagement on a daily basis to ensure the program meets all time, budget and scope expectations by managing customer expectations and program requirements.

Confidential, Philadelphia, PA

Senior Program/Project Management Consultant

Responsibilities:

• Responsible for managing all aspects of the implementation of the company's service-oriented architecture (web services), which was a critical piece of the company’s transformation efforts as it prepared to outsource all claims adjudication processing to its vendor Confidential, which would affect the membership population Confidential .
• Worked directly with web services team to assist consuming applications/impacted teams that needed access to web services for a whole host of transactions; teams included Member, Group and Provider Portals as well as other business areas Confidential both Confidential and Confidential ;
• Led impacted team engagement on a daily basis to ensure the project met all time, budget and scope expectations by managing customer expectations and program requirements.

Confidential, New York, NY

Senior Program/Project Management Consultant

Responsibilities:

• Managed the day-to-day aspects of the following application development efforts: China Expansion and the Homepage Content Optimization projects, ensuring critical path milestones were met, which included planning the strategy and for enhancements to the Confidential.
• Managed internal teams daily on enterprise application integration (EAI) initiatives, which include utilization of the firm’s middleware architecture, while communicating all aspects of the project’s progress clearly to stakeholders via updates and status reports; utilized MS Project and HP Quality Center to track progress of development and testing; Teams included Creative, Marketing, Development/Engineering, QA and Release Team
• Oversaw team members in all six countries while working through the established, internal Waterfall methodology to launch each country’s new presence.
• Managed the day-to-day aspects of the initial web services alignment project, which encompassed working directly with engineering leads and impacted teams to begin the process of documenting next steps in an effort to write a new suite of web services for internal and external use.

Confidential, New York, NY

Senior Program/Project Management Consultant

Responsibilities:

• Managed the technical delivery and enhancement of the new Electronic Data Interchange (EDI) Gateway solution to ensure that Confidential achieved and maintained HIPAA 5010 compliance, while providing co-existence and transaction processing for the current 4010 formatted transactions.
• Managed all aspects of the project through the development project lifecycle including project scope, schedule, resources, quality, costs and change—and meeting with project stakeholders/ project sponsors to provide updates on the technical solution.
• Accountable for accepting personal responsibility for the quality and timeliness of work assigned and assumed ownership of the results; was versatile and flexible while adapting quickly to change; maintained a high work ethic; took initiative to actively improve performance; collaborated with all levels of personnel within the company.
• Worked directly with IT and the business to discontinue the former product suite and launch the new mix of products offered to the market.
• Responsibilities included managing the schedule, budget and resources, while also working with the Confidential for product approval.
• Successfully oversaw delivery of the technical and business aspects of the initiative—working directly with cross-functional teams which included Claims Administration, IT, Quality Assurance (QA), Group Administration, Customer Service and Product Development.

Confidential, NY

Responsibilities:

• Worked directly with procurement to identify external vendors to be utilized during the initiative.
• During this process was an integral part of contract negotiation process.
• Confidential the time, was one of 27 individuals nationwide to lead this type of initiative as 27 states initially chose to administer the program themselves.
• Managed the operational, legal and IT aspects of a merger/product discontinuance of Confidential, a wholly owned subsidiary of Confidential .
• Tasked with managing the integration of claims administration systems for Confidential and Confidential .
• Worked directly with developers and subject matter experts to identify and implement the solution.
• Through familiarity of IP routing and switching technology and protocols, managed the proposed development of client’s flagship IVR, which would handle an average of 31,000 calls a day.
• Worked with vendors, development team, and other cross-functional organizations to identify improvements that would provide Confidential ’s customers with excellent self-service interactions thereby reducing call volume and misdirects into the call centers, while increasing customer satisfaction.

Confidential, Los Angeles, CA

Senior Program/Project Management Consultant

Responsibilities:

• Managed the implementation of co-branded websites, which included ensuring content was displayed and managed appropriately by the Confidential team.
• Directed team members from cross-functional organizations to implement technology-driven marketing programs, which resulted in a total of 1000+ new customers via the IVR
• Increased prospective client base through programs for 30+ marketing partners, by implementing
• Resolved operational and customer impacting issues through systematic troubleshooting.

Confidential, Sacramento, CA

Senior Program/Project Management Consultant

Responsibilities:

• Project allowed plan members to register and enroll online and access value-added benefits mandated by Confidential, including Medicare Part D program features.
• Responsible for application of the internal project management methodology (PDLC Framework) as well as facilitating requirements sessions for work flow process design (Visio) and web content changes (design and scope management) via Interwoven, while participating in requirements specification documentation development, stakeholder review, and final sign off/approval
• Liaised directly with executive management teams to assist in translating business needs for the PFFS web application into a technical application, which was consistent with strategic business objectives

Confidential, Glenview, IL

IT and Business Consultant

Responsibilities:

• Led and managed the business aspects of the full life cycle global implementation of a web based application which would serve as Confidential ’s global specification and nutrition system.
• End user community for web-based application included 20,000+ users.
• Managed the web content of the internal Confidential SharePoint site, which was utilized by project team members and senior management for publishing documents, requirements, process flows, and work plans.
• Acted as a business relationship Manager responsible for the collection, analysis, review, documentation, and communication of performance issues to 3rd party vendors (Siemens & EDS) in an effort to improve performance of the web application.
• Project staff included (3) Business Analysts, (1) Architect, (4) Developers (5) Product Managers, (2) QA Analysts.

Confidential, Hoffman Estates, IL

Senior Program/Project Management Consultant

Responsibilities:

• Managed enterprise IVR (Interactive Voice Recognition/Response) call/contact center technology projects, developed and directed technical project teams through all phases and activities of the project life-cycle process associated with major network engineering and information technology systems projects that are essential to departmental missions and affect operations on a long-term and continuing basis.
• Managed the IVR project team to ensure all project documentation was completed and followed all defined processes under PMBOK and the internal EXPRESS methodology, which included five phases: Consultation & Assessment, Definition & Funding, Development & Test, and Deployment.
• Worked with and managed cross-functional teams including Solution Architects, App Dev and EAI/Middleware to ensure an integrated network design as it relates to storing and obtaining the correct data for the IVRs.
• Moved to an enterprise-wide, common telephony platform, allowing for greater flexibility with respect to call center team composition and for easier tracking of transactional call center metrics.
• Reduced the number of telephony platforms now serving the contact centers from five to one.
• Automated the process of translating schedules for more than 1200 agents from an existing regional scheduling application into a single source, enterprise-reporting tool.
• Assisted clients in defining requirements for system changes translating business needs to final system design.
• Implemented self-service capabilities on the Interactive Voice Response Unit (IVRU) to allow customers to complete transactions without agent interaction.
• Introduced user-friendly IVRs to reduce transfers and improve success rates.
• Managed web services portion of work effort, developed using .NET
• Implemented this asset management project—deploying an enhancement to Confidential CTI32, a Computer Telephony Integration (CTI) desktop application, to 5800 workstations in the Midwest region working with Confidential to propagate the software to the workstations.
• Managed the implementation of this asset management project with a project team consisting of (1) Business Analyst, (2) QA Analysts, (4) application developers, and (1) deployment coordinator
• Replaced a legacy IVR system with a new corporate-wide system for trouble report control.
• Managed expectations and provided master project planning to ensure all agreed upon deliverables were completed, cost effectively and according to the project timeline.
• Optimization savings of ~ 400k per month as databases managed by an outside vendor were retired.
• Moved from Websphere 5.1 to 6.x, which would allow applications to have greater speech recognition and integration capabilities management for the clients as well as having more consistent business processes.
• Led the coordination of all enterprise applications conversions, server refreshes, and multiple production installs of new version of Websphere.
• Managed the project using internal waterfall methodology from inception to production installation

Confidential, Alpharetta, GA

Senior Project Manager

Responsibilities:

• Delivered exceptional project management to a global customer across all technologies, including Data, Switching, Co-location, Power, ADSL/DSLAM and Transmission while improving the customer’s on-time completion by approximately 87%, increasing the customer on time completion rate from 53% to 99%.
• Developed and implemented processes and tools that supported effective planning, directing and controlling activities to exceed project objectives by 18%, while streamlining the business to exceed cost-reduction initiatives by 25%, this required leading cross functional teams that included Customer Service, Sales, Manufacturing Operations, Engineering and Professional Services.
• Managed and led 15 person Project Management team to enhance vendor/customer relationship, with responsibility for ensuring the successful delivery of all area customer projects from contract creation to post-project evaluation across all technologies, while serving as the single point of contact for customer escalation.
• Managed multiple high profile projects from conception to project completion in the Transmission arena of Engineering, Provisioning and Installation with an estimated annual value of 4.4 million through circuit test and turn up.
• Worked with the executive management teams to generate new business by coordinating and facilitating the necessary support from various cross-functional teams, including order management, engineering, installation, manufacturing and technical consulting and contract management to execute against project timeline.