Business architect Sr. program manager

As a true evangelist for excellence i technology Mr. Shaffer is a highly energetic business and technology leader prove by results oriented delivery for Fortune 100 corporations. As a prove Business Architect Sr. Program Manager, he leads the realizatio of holistic solutions people, process and technology which add strong business value. His key accomplishments are i enterprise transformatio , strategic roadmap development, business process optimizatio , customer experience improvement, risk mitigatio , venture integratio , knowledge management and enterprise security enhancements. Furthermore he inspires teams to unrivaled loyalty and performance, through his compassionate leadership approach. His expertise includes:

Career Highlights

Confidential

• President/ Business Architect Consultant: Provide high-level consulting to senior management i Fortune 100's software development organizations and infrastructure service delivery teams. Scope of engagements have included business architecture, strategic roadmap development, organizatio throughput optimizatio , customer experience improvement, risk mitigatio , venture integratio , knowledge management, enterprise security profile improvements, product release management, portfolio management, RFP/SOW delivery. Engagement highlights:
• Microsoft IT: Product Key Services: Sr. Business Architect. Engaged to consolidate the Microsoft enterprise wide product Devices Services activation/authorizatio as well as the product license Key Minting Services.
• Defined executed 1, 3 5 year product key strategy and service roadmap to improve consumer and enterprise market-share while simplifying and optimizing the fragmented licensing processes throughout the enterprise
• Targeted quarterly enterprise savings of 1.8M
• Aspect Software Professional Services: General Manager. Engaged to turnaround the failing professional services practice withi the Pacific NW regio .
• Defined executed 1, 3 5 year business strategy and service roadmap to improve regional market-share while recovering overarching P L,
• Facilitated organizational alignment withi the Partner and Microsoft market segments generating 170 P L improvement over previous 2 years withi 2 quarters.
• Microsoft XBOX - Digital Supply Chai : Business Architect Sr. Program Manager. Thought leader for 20 resources by developing and deploying solutions.
• Directed cutting-edge knowledge management solutio for internal and external game productio teams. Enabled digital rights management, collaboratio , and security features to protect sensitive intellectual property from third-party publishers. Significantly improved XBOX's security profile.
• Consulted o service gap solutio for XBOX Business Channel operations team and deployed a overarching SharePoint-based content management, collaboratio , and knowledge-sharing platform. Reduced service gaps from 22 to less tha 10 and cut time for issue resolutio from 1-2 days to 4 hours.
• Spearheaded desig of product roadmap and integrated service pipeline for new XBOX security feature that included a more streamlined customer authenticatio process. Led to a marketable service offering for the XBOX Digital Content teams that generated 15 millio i market capitalizatio .
• Aligned partner and content management program managers developed and deployed a program management office PMO framework that resulted i significant improvements i consistency and quality of delivery efforts across all Microsoft Digital Supply Chai lines of business.
• Initiated, planned and deployed IEB Digital Supply Chai end-to-end testing strategy, roadmap, methodology, and tools resulting i the reductio i overall quality defects across Digital Supply Chai portfolio offerings including Microsoft Online Store .

Microsoft Quality Business Excellence

Confidential

Business Architect Senior Program Manager

• Manage teams of 10 i envisioning, architecting, and deploying solutions to optimize business processes, transform operations, lower costs, and improve business intelligence.
• Architected and deployed analytics solutio strategy business intelligence, scorecard, dashboard for QBE. Resulted i improved accuracy and timeliness of business analytics for key performance indicators KPI enhanced decision-making capabilities for executive management.
• Enabled the organizatio to leverage best practices i knowledge capture and sharing and maximize intellectual property IP utilizatio .
• Guided the reengineering of Six Sigma Belt certificatio review process to eliminate manual workflow processes. Captured 30 drop i Belt certificatio review costs and reduced reporting errors.
• Developed and deployed post-engagement customer satisfactio survey tool that included back-end reporting database to track responses long-term. Provided critical customer feedback data o key performance indicators to improve internal consulting services and retai key customers.

Confidential

Senior Program Manager

• Led team of 25 i defining and executing program delivery strategy and projects associated with customer data risk reductio .
• Designed project roadmap and acquired funding/resources to deliver integrated user reductio strategies.
• Created opportunities for cross-team collaboratio and delivered team and executive project updates.
• Developed and deployed UAC User Access Control identity management program framework that included more streamlined delivery methodologies and tool automatio .
• Enabled MS Office 365 to secure 30 millio i new Fortune 100 and federal government contracts with customer data security risks resolved.
• Confidential . Engagement scope: 15 team members and 1.5 millio budget. Piloted consolidatio of 8 separate technical support organizations into single managed unit that leveraged synergies of combined teams and delivered new operating efficiencies.

Confidential

Delivery Consultant

• Engagement scope: 1.2 millio budget and 20 team members. Engaged to bring failed, behind-schedule, out-of-scope, over-budget project Small Business and Group sales and on-boarding agent workflow back into PMO compliance.
• Reengaged project core team, defined resource prioritizatio , identified critical path dependencies, implemented agile development framework, and created Lea Sigma process deployment method.
• Resulted i on-time, within-budget deployment of the Small Business and Group sales portfolio workflow improvements to capture a 17 millio ROI.
• National Associatio of Insurance Commissioners NAIC : Solutio Architect. Engagement scope: 250,000 budget and 10 team members. Developed enterprise-scale reengineering pla for entire NAIC technology infrastructure that was plagued by numerous bugs and system outages.

Confidential

Consultant

• Piloted a Six Sigma DMAIC process improvement project to solve helpdesk workflow inefficiencies and identify opportunities for IT helpdesk automatio . Established change management standards.
• Delivered 1.5 millio i annual cost savings through decreases i system downtime, improve resource allocatio , and streamlined issue resolutio .

Confidential

Senior Program Manager:

• Directed 20 team members and 1.5 millio budget. Leveraged Six Sigma process analysis to identify root-cause issues, leverage process best practices, and deliver strong improvements i business performance metrics. Established change management and configuratio control methodology.
• Identified 11.3 million in XBOX and 5 million in Cashback support workflow improvements, increasing customer net satisfactio ratings by 2 points withi the first 6 months. Eliminated workflow inefficiencies through automatio and process governance.
• Architected and deployed global consumer support GCS process library and taxonomy with a consolidated knowledge management solutio for process artifacts and program deliverables. Enabled GCS team to leverage previously gained program knowledge to improve the customer experience.

Confidential

Sr, program manager/DELIVERY CONSULTANT Xcel Energy 2007 :

• Management of 3.4 millio combined project budget and 25 team members. Directed all aspects of portfolio delivery inc. financial controls, resource allocatio , task prioritizatio , enterprise change processes, vendor management, system testing, release management, QC methodologies.
• Tapped to turn around over-schedule, over-budget program costing 1.5 million per day i lost revenue and compliance fines that was part of the Southwest Power Pool SPP energy trading market deployment. Brought program back into PMO compliance and successfully delivered SPP go-live projects.
• Contributed to 24 millio ROI by developing the portfolio strategy and program delivery pla that enabled Xcel to participate i expansio of the Midwest ISO trading market to include ancillary services renewable energy trading. Delivered the business strategy on-schedule and under-budget.
• Transition Management Consultant Confidential : Brought i to lead 20 millio business continuity planning and IT security system desig project to resolve repeated system outages and overall performance degradatio attributed to legacy system failures. Oversaw project team with 50 members. Managed migratio planning, project scheduling and staffing, system testing, implementatio , and steady-state turnover. Involved i contract performance, change, issue, and risk management.
• Transitioned organization from legacy systems to on-demand computing services ODCS data centers , resulting i a 40 drop i highest severity outages withi first year of deployment.

Confidential

• Confidentia Provided lifecycle process development for the Johnso County IT organizatio . Leveraged SDLC, RAD, Waterfall, and Spiral process models to desig project management methodologies encompassed vendor selectio , hardware/software implementatio , multi-tier client service support, applicatio management, change management, and process audit/control frameworks .
• Delivered consistent, repeatable IT lifecycle delivery and project management frameworks that captured 17 millio ROI and eliminated critical project delays.

Confidential

IT Program Management Consultant:

• Chartered to identify and address the top 3 causes of enterprise system failures following Ernst Young/CapGemini merger. Consolidated disparate systems and methodologies. Managed AD domai consolidatio , email system migratio , knowledge management system architecture and rollout, storage area network solutio desig , and data center transitions.
• Key player i strategic planning, development, and deployment of a centralized PMO delivery organizatio . Championed project management process engineering and improvement.
• Enabled PMO to elevate from CMM Level 1-2 to Level 3, increase delivery throughput, improve on-time/budget project delivery, exceed customer expectations, and reduce employee attritio .

Confidential

Program Manager, Release Manager, SERVICE Delivery Manager:

• Managed diverse IT and operational support projects and system releases. Oversaw 25 direct reports.
• Established foundation for several major wins 98 million combined ROI through such projects as PCS Wireless web deployment, commissions processes and technology, billing systems, operations systems, networking operations center NOC , 75 new Sprint PCS store builds, stronger security profile, and enterprise-wide knowledge management solutio KMS deployment and adoptio .
• Led Sprint Long Distance divisio i restructuring circuit switch outbound portfolio to recapture lost market share for enterprise long-distance services 29 millio ROI , dial-around product services 17 millio ROI , and digital fiber-based data services 8 millio initial ROI .