PROFILE
Creative and skilled IT professional with over twenty years of progressive
experience from applications developer to Vice President of Global
Implementation. Managed all aspects of the development and implementation of
large, highly complex, multi-platform initiatives in regional and global
environments. Managed consulting services organizations with multi-million dollar
revenue targets and the IT outsourcing of client primary applications.
Management Experience Highlights
* Program and Account Management * Client & Vendor Relationship Management
* IT Outsourcing in a Global Environment * Requirements Definition & Project
Planning
* Enterprise-wide Project Planning in Global Environments * Project
Standards, Processes and Procedural Development
* Multi-project Communications, Global development environment * Single
Project & Enterprise-wide Project PMO
* Consulting Services Management * Development of PM Standards
* Project Audits / Reviews + Risk Mitigation Planning * Staff planning, and
Organizational Reviews
* Custom Methodology Development (RAD) * Global Delivery/Implementation
Model
* Customer Services Executive * Quality Assurance Audits
Technical experience includes applications developer with strong experience in
RDBMS as an architect, designer and Relational Data Base Administrator (DBA) in
many environments.
INDUSTRY EXPERIENCE
Telecommunications (Work Force Management (IFAS, NAVIGATE, Customer Service
Billing, Access/Trunk Billing)
Mining * Asset Management
Engineering (Applications Support of Processor Design, Development & Test +
HW/SW Configuration Mgmt.)
Insurance & Health Care (Call Center and Centralized Patient Chart
Applications and Implementations)
Utilities (Customer Service & Billing)
Banking (Portfolio Management Applications)
Healthcare/Medical (Clinical Patient Chart, Call Center, Physicians Desk
Reference Applications)
WORK EXPERIENCE
CUSTOMER SERVICE EXECUTIVE
MINCOM, DENVER, CO , DENVER CO JAN 2005 * APRIL 2009
Responsible for Customer Relationship management and Satisfaction for North and
South American Install base of 60+ Customers including global requirements to
meet service level contracts for international Customers. Developed, implemented
and supported numerous premium support offerings to increase Customer
satisfaction and company revenue stream. Developed and implemented global
processes, standards and procedures for the execution and delivery of support
services including escalation and communication plans. Developed global process
flows and procedures to map Customer help desk processes to Mincom s help desk
and downstream support teams. Managed Customer specific SLA s to internal
support team s execution and delivery on support contracts; many in a global
environment. Developed and implemented standard SLA performance reporting for
Mincom and Customer executive management. Executive manager assigned to Customer
support projects requiring a negotiated settlement and re-planning to ensure both
company and customer success and satisfaction. Created and implemented standards
and procedures for customer interfaces into the Customer Support organization.
Continually identified processes to improve Customer satisfaction and reduce
problem resolution time.
TECHNISOURCE, Kaiser Permanente, Denver, CO April 2005 * Jan 2006
Program Manager * Health Care Member Services/Call Center Application
Responsible for a $1M+ project to develop a single desktop interface for
helpdesk teams in the Customer Service/Member Call Center organization. Defined
and developed a single desktop application to replace or interface to multiple
disparate application systems allowing a single sign-on for help desk personnel.
Developed process flows, standards and procedures and change management plans
with subsequent employee training.
VIRTUSA, Westborough, MA & Denver, CO
Account Manager/Program Management * Consulting & Application Development 2003
* 2005
Responsible for overall account/client management and sales along with the
performance of all contracts for development projects and consulting services in
a global, IT outsourcing environment. Managed the entire sales cycle from start
to finish for delivery of customized business solutions to clients. Managed
proposal development (RFP), contract negotiations, system assurance,
resource/skill procurement, revenue and profit objectives, project planning and
estimating, client/vendor negotiations, marketing of services, client
relationship, etc., in a global environment using development teams in the USA,
India and Sri Lanka.
Account and Program Management for Thomson Healthcare & Scientific. Project
included: 1) Requirements definition for the redesign of Thomson s Physicians
Desk Reference product as a web and hand held application. 2) Implementation and
customization of a Content Management System to meet the CM requirements across
all of Thomson Scientific & Healthcare (TSH), 3) Managed the design, development
and implementation of a Physicians Database to provide a single platform and
database across all TSH products, 4) Design and implementation of a single
architectural platform to support all TSH products and 5) Consultant on TSH s
Front End Strategy Physician Vision Panel tasked with defining a single
portal to incorporate all TSH products along with identification/definition
of future products that will ensure daily use by physicians of THS products .
Account and Program Management for Initiate Systems, Inc. Projects included
1) Completed a UI demonstration project to be used by the Initiate Sales
organizations for product demonstrations to potential clients, 2) Provided and
managed a dedicated off shore QA team responsible for the test strategy and test
of the Initiate Data Hub product and 3) Provided Engineering support services for
Initiate product development.
COMPUTER SCIENCE CORPORATION, Boston, MA & Denver, CO
VP of Implementation and Principal Consultant - Telephony Consulting Practice
1995 * 2001
As Vice President/Implementation
Vise President of Implementation for worldwide CIS NAGIVATE projects.
Responsible for the deployment and consulting services support of CIS products
worldwide. Co-developed and implemented a company-wide strategy for all national
and international deployments as well as multi-site customization projects.
Changed process from high consultant, multi-month implementation to two
consultants * two week implementation. Implemented a company wide Project
Management Office (PMO) and established management controls to allow for timely
impact analysis and project assessment throughout the deployment life-cycle
As Principal Management Consultant
Managed multiple strategic wireless accounts for the CSC/CIS organization.
Was responsible for ongoing support and enhancement implementation projects of
wireless billing system in addition to client relationship and service issues.
Executive Program Manager for $54M Work Force Management (WFM)
implementation for a German Telekom. Was responsible for all aspects of the
project including client management and management of the implementation,
customization and training plan of over 2400 client personnel. The product was
client/server based using Oracle RDBMS. The project was implemented on schedule
and under budget.
Consulting manager at NYNEX in the Process Reengineering Organization.
Implemented a Project Management Office (PMO) and developed and implemented a
structured project methodology based on the PMI/PMBOK disciplines including
standards, processes and procedures for all projects across the NYNEX process
reengineering group. Developed team goals and objectives for project directors.
Mentored NYNEX directors in the disciplines of project management and was heavily
involved in the planning and rollout of the IFAS Work Force Management (WFM)
system across NYNEX to 14,000 technicians.
Performed multiple project reviews for CSC/CIS organization worldwide.
Identified areas of problems or concerns and recommended solutions to site and
executive management.
Developed and implemented Change Management processes and procedures and
incorporated into company PMO s.
PROFESSIONAL SYSTEM DESIGN ASSOCIATES (PSDA)
Executive Vice President, 1993 * 1995
Responsible for contract and contract negotiations for all clients along with
all aspects of project staffing.
Performed Intellectual property law investigation involving four Fortune 100
Companies and four software vendors. Developed security procedures to help
prevent similar situations from occurring in the future.
Senior consulting manager on IBM/Kaiser Permanente Clinical Information
System - an object-orientated, client server based project (C++, UNIX, GUI using
HL7 Standards.) designed to fully automate the clinical patient chart. Assigned
to IBM Hawthorn Research Center as a commercial program manager for the project.
Primary responsibilities included implementing project management disciplines,
assisting in executive management issues and restructuring the research center
s development processes to support a commercial software development
environment. Developed and published standards and procedures and implemented a
central PMO to support multiple development projects. Assisted in the development
of a custom, Rapid Application Development Methodology to match development
environment. Developed a full project task, staffing, release and test plan.
Successfully met stated project schedule and delivery dates.
Managed a staff of over 50 developers including five development managers
for multiple GTE projects.. Responsible for all of GTE telephony applications
development contracts. Co-developed RAD (Rapid Application Development)
methodology for project development team |
