Technical Summary

• Operating Systems: Windows 2000 / NT / HP UX / MVS / XP, UNIX, DOS, LINUX
• Applications: Microsoft Office Suite 2000, MS Project, MS Enterprise Management EPM , Visual Basic 6,
• Crystal, eWorkforce
• Databases: MSP ,Oracle 8i/9i, DB2, IMS, Access 2000, Crystal, TCS, SQL
• Utilities/Tools: HP Openview, CiscoWorks, SNMP Manager, NETVIEW, TMS, CMS, INFOPAC, IVR
• Visual Enabler, Test Director, Win Runner, Visio, Crystal Reports, eWorkforce Management,
• CustomView, TCS Reports, Rational RequisitePro, ClearQuest,ClearCase, Visio 6, Planview,
• Adobe eLearning Suite, MSP, CCW, InfoSource, Passport, SharePoint, LiveLink, Lenderlive

Professional Summary

• Proficient in PMLC, SDLC methodology and practice
• Effective leader and management skills
• Solid knowledge of MS Project and MS Office
• Solid problem solving and analytical skills
• Work well in a crisis atmosphere and in unstable situations
• Excellent Communication skills among C-Level Management
• Excellent organizational skills and the ability to quickly learn new Processes and Methodologies

Professional Experience

Confidential

PROJECT MANAGEMENT/ANALYTICS STRATEGY PROJECTS

• Developed project scope for the integration for all three Chase Heritage CHASE,WAMU,EMC Servicing Default MSP Control Reporting platforms. Included all requirement gathering, risks analysis, and development of controls to manage indentified risks.
• Coordinate tasks for LOB support staff. Responsible for providing business management and analytical leadership to one or several of the department's key functional areas
• Responsible for project coordination, research, business analysis and synthesis of information to comply with internal policies/procedures as well as applicable external regulations
• Produce and provide weekly status reports to senior management to track project timelines remained on target.
• Responsible for project planning and scheduling, project execution and controlling, technology resources allocation, Risk and Change Management, project reporting and others project management related activates.
• Provide Control Reporting to track and manage indentified risks
• Provide solution or interim work around acceptable to both the primary stakeholder/business partner and LOB
• Identify and track changes required by the business needs through the Change Management process.
• Apply operational principles and tools to facilitate Process Improvement Initiatives
• Responsible for measuring, reporting, and analyzing performance of allocated resources provide resource forecast within the budget constraints to meet set SLA.
• Facilitate weekly project staff meeting to ensure project scopes, timelines, and milestones continue to meet target dates

Confidential

PROJECT MANAGER

• Coordinate tasks for all support staff. On-site support of Jacksonville development staff
• Responsible for all Project coordination and management.
• Interface with business analysts and offshore team members to provide guidance and support for all
• application support.
• Track KTM Key Task Milestone and help to document KPI's Key performance indicators and track
• business processes
• Utilize Merrill Lynch in house software KX as a centralized repository for all project artifacts,
• communications and project related data, information required by the project team.
• Ensured that Business Analysts created and maintained business requirements in RequisitePro. Tracked
• defects recorded within ClearQuest.
• Tracked Developer's code stored within ClearCase where version control was tracked and managed.
• Allocation of resources and provided resource forecast to ensure budget constraints met set SLA
• Track off-shore resources pursuant to the MLIST Initiative Merrill Lynch India
• Utilize PowerPoint in coordination with Adobe eLearning to provide training sessions for MLIST offshore
• resources.
• Conduct weekly project staff meetings to ensure project scopes and timelines were met.
• Provide status reports of Key Tasks, Milestones and overall Project health.
• Coordinate weekly management reporting and provide Business clients with required status reports.
• Provide senior management with AD HOC reports e.g. budget, resource forecast, and risks analysis

ENVIRONMENT: Web, PC and Mainframe, multi-platform, MS Office

Confidential

REGIONAL ACCOUNT MANAGER

• Developed project plans, schedules and actions items tracked timelines to ensure cutoff dates/deadlines
• established per NCCA guidelines were met.
• Implemented open sourced CRM solution
• Identify, initiate and coordinate meet and greet with prospective college students.
• Conduct face-to-face data gathering with client on financial needs, academic status, and overall interest
• Identify client interests, resources, and scholastic strengths to formulate a target list of potential colleges.
• Compose student profile to inform coaches, recruiters and admissions administrators highlighting client's
• accomplishments.
• Track all responses from colleges and provide up to date status on all communications, requests and
• overall recruiting process.
• Maintain database repository of all colleges provide access and first level support to clients on
• questionnaires, issues and action items required from colleges.

ENVIRONMENT: Web, PC, and Mainframe, multi-platform, MS Office

Confidential

PROJECT MANAGER

• Responsible for analyzing design documentation functional, detail, and technical and compiling
• comprehensive plans for major integration/implementation projects.
• Conduct weekly project staff meetings to ensure project scopes and timelines are met.
• Identify and track all issues, risks and action items within SharePoint notify and provide project team with
• the necessary resources to address and resolve all issues, risks and action items.
• Track ownership, status and resolution of project issues, risks, and action actions.
• Provide weekly status reports of Key Tasks, Milestones and overall Project health.
• Maintain database repository SharePoint of all project artifacts provide access and first level support to
• project team on questions/issues with database and project management tools SharePoint and PlanView.
• Implement high availability solutions for mainframe and client sever environments
• Migration of client infrastructure from a leveraged network/distributed environment to dedicated
• infrastructure
• Migration and conversion of new customers to Core Banking and ASP platforms
• Track daily project status and processes, allocation of resources through the use of various project
• management tools i.e. MS Project, SharePoint and PlanView
• Manage Change Control Process and ensure Change Control Procedures are controlled through formal
• review, stakeholder and project team approval.
• Conduct post project analysis/review document lessons learned, evaluate overall project success and
• produce project closure reports.

ENVIRONMENT: Web, PC, and Mainframe, multi-platform, MS Office

Confidential

PROJECT MANAGER/SITE COORDINATOR

• Managed and coordinated the IRS call center migration and created and implemented convergence
• strategies.
• Coordinated weekly and monthly JAD sessions with business partners and technical staff.
• Created Business requirements maintained within RequisitePro Stored all code and data criteria within
• ClearCase.
• Responsible for analyzing design documentation functional, detail, and technical create comprehensive
• plans for major development projects and all Aspect related software rollout projects.
• Created and maintained Source to Target Mapping documents to ensure data was being picked up, moved
• and mapped properly.
• Integrate Aspect IVR solutions into the IRS overall contact center.
• Customize CRM solution to meet IRS requirements through Aspect CTI which linked agent desktops to
• front-and-back office customer information databases.
• Coordinated/facilitated SCRUB sessions to develop call flow/testing to customized VRU prompts for proper
• call routing.
• Interface with third party vendors in correlation with the IRS staff to ensure all SLAs, Licenses and protocols were
• maintained.
• Business Requirement Analysis provided to ensure the most effective resource levels were met per IRS guidelines.
• Evaluate and maintain network availability as it relates to the overall call center.
• Managed external vendors to ensure continued cost effective coverage of business applications and networks.
• Facilitated Issue Management meetings to ensure business request were tracked and resolved within specified
• SLA.
• Coordinated implementation of network operational moves coordinated installation and integration of all Aspect related
• software and corresponding licenses coordinated all network connectivity as it relates to the call center.

ENVIRONMENT: Web, PC, and Mainframe, multi-platform, MS Office

Confidential

SYSTEM ANALYST/NETWORK ADMINISTRATION

• Provide data for Issue Management to business partners Develop business requirements related to system
• availability
• Identify system issues and developed guidelines for scheduled system maintenance
• Generate status reports for senior management regarding system outages and the cost effect to business
• partners
• Provide daily technical support to internal/external customer request received via Change Request and/or the
• trouble ticket tracking system
• Provide technical analysis and quality reviews of technical documentation to ensure compliance with SLA
• Developed minimum requirements for telecommuter system components and rollout coordination with vendor
• Analyze documentation detailing system navigation e.g. screens, reports, queries, transactions and
• files/databases to ensure adequate system resources available.
• Reconcile BCBSFL Virtual Office system issues concerning Internet access, account activation and password
• authenticity.
• Document customer issues and creates weekly and monthly reports for customer follow up to ensure SLA levels
• were maintained and to recommend and implement procedures that will secure adherence levels are met.

ENVIRONMENT: UNIX, PC, and Mainframe, multi-platform, MS Office

Confidential

NETWORK ANALYST/NOC Manager

• Monitor call volume to ensure customer service levels met SLA at all times
• Provide technical support to NKO's customers and international business partners through the use of various
• industry standard networking protocols and platforms.
• Liaison between clients, development, and business partners to ensure system support.
• Provided data analysis to Senior Management and Business Partners for development of trends and target
• markets.
• Analysis of business partners requirements and provide recommendations to VOIP Developers for
• enhancements.
• Analyze design documentation functional, detail, and technical and compete comprehensive test plans for major
• VOIP development projects.
• Responsible for the routing and delivery of all VOIP transmissions in a cost effective manner, and to ensure the
• quality of the transmissions are not compromised Provide configuration/support for entire VOIP environment.
• Performed circuit/system test within a multi platform environment.
• Provide first level training for CSRs and business partners Ensure staffing levels met business requirements
• within the SLA
• Develop and document processes Monitor and develop all processes/procedures to ensure changes are
• implemented.

ENVIRONMENT: UNIX, PC, and Mainframe, multi-platform, MS Office

Confidential

MEDIA INFORMATION SPECIALISTS

• Provide system resource requirements for internal/external customers through broad-ranging operational and
• organizational tools
• Assist network/telecommunications with remote access equipment
• Interface with internal and external customers in regard to task requested information
• Effective use of mainframe systems and PC applications to track and locate time sensitive requested task
• Monitor mainframe to ensure completion and distribution of daily production jobs and business reports.
• Adhere to daily job stream to ensure schedule SLA's were met through use of TSO, JCL and JES2
• Interface with end users and coordinating desktop moves to WINDOWS platform secured necessary resources and
• ensured operational functionality met company requirements.

ENVIRONMENT: UNIX, PC, and Mainframe, multi-platform, MS Office