SUMMARY

• Highly motivated professional with over 8 years of Project Management experience with a proven track record of success leading and managing all phases of the software development life cycle (SDLC).
• Highly skilled at managing multiple projects concurrently using PMI best practices and methodology. Experience at integrating EHR, Prescribing Portals, Specialty Pharmacy, PBM and other custom applications.
• Skilled at building excellent rapport with clients and team members. Welcome new challenges, steep learning curves and high - pressure deadlines.
• Excellent ability to facilitate, communicate, analyze, develop, and implement new technology solutions.
• Strong managerial and project leadership experience with problem solving skills for implementing new business processes.

Core Competencies

• Vendor Management & Client Relations
• Technical Support & Troubleshooting
• Customer Relationship Management
• Strategic & Resource Planning
• Process Improvement
• Communications Planning
• System Integration & Implementation
• Program and Project Management
• Staff Training and Development
• Waterfall, Kanban & Agile Development

TECHNICAL SKILLS

Operating Systems: IOS, Windows, AndroidDatabases MS Access, MS SQL ServerOffice Applications MS Office Suite, Publisher, MS SharePoint, OneNoteDevelopment HTML, CSS, Dreamweaver, Fireworks, Flash, XML, C++

Multimedia Authoring Tools: Photoshop, Premiere, After Effects, InDesign, Final Cut Pro XPM Collaboration Tools MS Project, JIRA, SmartSheets, Liquid Planner, Basecamp, Trello, Mantis

PROFESSIONAL EXPERIENCE

Confidential

IT Program Manager | Project Manager

Responsibilities:

• Provide leadership, direction and guidance for activities associated with system integrations; such as documentation, development estimates, scope management, issues/risks, and communications management
• Collaborate with Third Party vendors, Department Managers and Developers to determine best solutions to achieve business and project goals
• Communicate verbally or in writing project status to key stakeholders, including project team members, and executive managers
• Create weekly status updates to report project variances from baseline and alert senior manager of provide actions that will be taken to mitigate or provide solutions for such issues
• Review contractual documents such as SOWs, NDAs, to ensure the delivery of services outlined in those documents
• Documented new procedures, enhancements, functional specifications, training materials used for educating staff and clients.
• Assisted in developing and managing the RFI/RFP procurement process, and approach for scoring/evaluating new contracts and vendor relationships
• Trained new Project Managers, Quality Analyst, clients, and support staff on the technical aspects of our products
• Recruited and hire new IT team members to join the company.
• Manage the company phone system to include installing new phones, adding new DID numbers, reset passwords, and provisioning new ports on the switch.

Confidential

Project Manager | Sr. Business Analyst

Responsibilities:

• Responsible for soliciting and gathering all information pertaining to writing business requirements
• Scheduled and managed all meetings to gather information for writing a comprehensive business requirement
• Liaise between IT team and Business Users to translate business needs to technical information
• Analyzed current state, then performed gap analysis to determine business solutions for end-users
• Created test cases to validate product features and functionality meets user needs as defined in the requirements

Confidential

IT Project Manager

Responsibilities:

• Served as the Lead Project Manager on a project team to several e-Prescribing portals for a high value Pharmaceutical client
• Scheduled daily/weekly meetings to review project status with team members and clients and if needed take corrective actions to achieve project objective and minimize scope creep
• Worked with BAs to create Uses Cases and User Stories to achieve rapid and joint application development
• Worked with cross-functional teams to identify deficiencies and implement effective project deliverables
• Provided weekly project status reports; both verbal and written, to all levels of management and stakeholders.
• Worked with clients to define requirements by facilitating discussions with various members at all levels
• Coordinated the activities and resources with Account Managers, Marketing Team, and Product Specialists to execute the organizational readiness for the deployment of prescribing portals

Confidential

Project Manager | Sr. Business Analyst

Responsibilities:

• Served as the Subject Matter Expert (SME) to provide in-depth knowledge and professional guidance to support the implementation and integration of CMS Medicare Part D solution
• Worked closely with project stakeholders, SMEs and staff members to gather requirements and specifications
• Solicited information from business users to write and document business requirements
• Created workflow diagrams to help Development team better understand and conceptualize project goal
• Facilitated JAD sessions with key stakeholders; gathered and prioritized requirements for business owner’s approval.
• Provided ERP process support and expertise to local and remote team members
• Participated in daily and weekly SCRUM meetings to review progress, identify project risks, and communicate mitigation strategies

Confidential

Project Manager | Sr. Business Analyst

Responsibilities:

• Served as Project Manager and SME responsible for scheduling, and executing all feature enhancements through the SDLC for the company legacy PBM system.
• Developed project plan and responsible for managing all tasks and project deliverables
• Collaborated with project teams to manage requested changes to the project and solicited approval from key stakeholders to help move project towards completion
• Performed cost benefit analysis, then communicate to senior managers the return on investment for undertaking certain system feature enhancements
• Facilitated pre-launch and kick-off meetings with project team members and key stakeholders
• Created and communicated project status through weekly status updates that reached the Executive Team

Confidential

Call Center Operations Manager

Responsibilities:

• Managed the day-to-day operational needs to maintain internal and client service level agreements
• Analyzed daily call volume reports and identified places to take corrective actions to meet established metrics
• Managed a team of 12 Supervisors and 350 Customer Care Representatives
• Responsible for training, developing, and managing the performance of hourly and salaried direct reports providing prompt objective coaching and counseling
• Monitored team performance to ensure the call center key performance measures and metrics were met
• Managed and Served as the PBM and Mail Service Outsource Vendor Manager
• Review RFPs and SOW
• Provide ongoing guidance and coaching to team members to promote effective team interaction and collaboration
• De-escalated contact calls that may have led to a loss in customers and clients.
• Realigned and reallocated resources to meet daily call volume spikes