PROFESSIONAL SUMMARY:

An experienced Senior Level IT Project Manager whom has over 15 years of experience leading mission critical application and system development projects. Successfully performed Confidential aspects of both Program and Project Management implementations and expansions. Dual accountability for managing large - scale complex corporate Healthcare and IT projects, as well as, leading a team of over 100 SME’s and IT Service Management Team Members at a given time.

CORE QUALIFICATIONS

• Manage project development life cycle from beginning to end
• Experience developing full-scale project plans
• Work collaboratively with other Cross-functional Managers when assigning internal resources
• Direct and motivate project team on a day-to-day basis
• Ensure quality standards are met in Confidential areas
• Experience leading multi-million dollar projects, such as; Data Center Moves, Company Mergers, Application Rationalizations/Consolidations, Organization Transformations, Federally Mandated Account System Projects, etc…

AREAS OF STRENGTH:

TECHNICAL SKILLS:

• Program/Project Management
• ITIL, CMMI, COBIT
• Software Development Life Cycle (or SDLC)
• Agile/SCRUM
• User Acceptance Testing (or UAT)
• PM application tools (i.e. MS Project, Clarity)
• Enterprise Systems
• Contract Management/SLA Reporting
• Service Management application tools (i.e. ServiceNow, Remedy, and Unicenter)
• Technology Infrastructure Assessment, Planning, and Implementations
• Requirements Development
• Applications/Systems Development
• Business Analysis
• Budgeting and Forecasting
• Offshore Management and Development
• Proficient in MS Office Suites

BUSINESS/ SOFT SKILLS:

• Leadership
• Communication
• Scheduling
• Risk Management
• Time Management
• Cost Management
• Negotiation
• Critical Thinking
• Task Management
• Quality Management

WORK HISTORY:

PATIENT CARE SPECIALIST

Confidential, Stephenville, Texas

Responsibilities:

• Monitor and assist in controlling patient’s vital signs on a daily basis
• Assist in other daily activities, such as; observing and charting health related changes and/or behavioral changes
• Additional responsibilities include; escorting patient to and from medical appointments, as well as, dropping off lab specimens
• Responsible for preparing patient’s meals and feed patient
• Assists in patient mobility
• Primary resource whom has responsibilities to follow doctors’ and/or physician assistances’ orders on a regular basis
• Performs data entry tasks based on the overall care of the patient
• Responsible for patient’s dressings and preparing patient’s baths on a daily basis

Incident Manager

Confidential, Dallas, Texas

Responsibilities:

• Primary resource whom has responsibilities for developing and designing new/improved Service Request, Incident, and Problem Management processes
• Acts as the liaison between the lines of business, development, and operational teams
• Perform pro-active Problem Management tasks through the use of 'trend analysis’
• Responsible for working with SME's (or Subject Matter Experts) to identify what, why, and how an incident/problem occurred. This is done via RCA (or Root Cause Analysis) Process
• Additional responsibilities include; capturing and assigning action items based on tasks relating to problem resolution
• Facilitate and lead monthly and quarterly Operational Review Meetings with Executive Leadership Team Members, as well as, the external client(s)
• Develop, and/or make appropriate revisions, to ITSM processes based on Continual Service Improvements (or CSI)
• Responsible for creating both internal and client-facing documentation, which includes mockups and functional documentation

Business Analyst/Business Relationship Project MANAGER

Confidential, Plano, Texas

Responsibilities:

• Continue to drive and build relationships between PepsiCo’s Business Innovation Partners, Internal Client Support Teams, and Third Party Providers (i.e. External Vendors)
• Provide training, coaching, and guidance when it comes to the growth and maturity of PepsiCo’s existing Problem/Change Management process activities
• Assign, document, and track, action items relating to the resolution of an identified issue or problem
• Provide effective business process solutions, based on customer and quality services requirements
• Create, support, and maintain, PepsiCo Global Research and Development intranet sites
• Work with Supplier Management Teams to ensure contractual SLA’s and project requirements, are successfully met
• Work closely with Strategy Leaders and Business Unit (BU) Managers to ensure research and development related processes are streamlined globally
• Responsible for quality control checks of research and development documentation, which includes making sure documentation is accurate, complete, and appropriately stored, via Global R&D Repository

ITIL Practice Specialist/Project Manager

Confidential, Irving, Texas

Responsibilities:

• Responsible for collaborating with Level 1 (Service Desk Support), Level 2 (Network Operations/Production Support), and Level 3 Support (i.e. Network Engineers), to ensure transfer of knowledge is effectively taking place
• Monitor and manage processes on a regular (or continuous) basis in order to increase efficiency, service effectiveness, as well as, overall cost effectiveness
• Responsible for ensuring IT services, systems, and processes (i.e. Incident, Problem, Change, etc…) are properly aligned with the company’s enterprise policies and any/ Confidential legal requirements that may apply
• Work with Functional Support Managers and their teams, to ensure ITSM policies and guidelines are properly adhered to
• Ensure items within the CSI Registry are kept evergreen at Confidential times
• Provide feedback and suggestions for identifying and recording KPI’s (or Key Performance Indicators), and OLA’s (Operations Level Agreements); primarily for Incident, Problem, Change, and Knowledge
• Review key support disciplines’ work queues to e nsure proper prioritization, and reassignment of Incidents, Problems, and Change tickets are correct
• Additional activities include; acting as a Business Relationship Manager (or Technical and Business Relationship Liaison) between IT Support and Christus’ internal/external clients

Sr., Project Manager

Confidential, Dallas, Texas

Responsibilities:

• Responsible for managing the performance and functions of Confidential approved CMS (Centers for Medicare/Medicaid Services) /Healthcare projects
• Responsible for the build out of Business Cases, upon the review and analysis of cost/benefit models, risk analysis information, assumptions and constraints of project related activities/tasks, defining project requirements, as well as, documenting technical specifications of a system deliverable(s)
• Develop and manage detailed project plans and schedules, which includes; cost/budget plans, business requirements document, AIR (or Actions, Issues, and Risks Logs), responsibility matrix, etc…
• Responsible for mentoring and developing skills of other Project Managers, Coordinators, and BA’s, that either supply a supporting role and/or manage CMS approved projects
• Ensure contractual SLA’s (or Service Level Agreements) are being met
• Provide suggestions and feedback regarding organizational process and procedural enhancements

Service Manager, Manager/Senior Project Manager

Confidential, Plano, Texas

Responsibilities:

• Manage daily operations for Healthcare client/customers
• Perform duties as they relate to the redesign of Perot Systems’ ITSM processes, procedures, policies, and formal guidelines
• Lead project initiatives as part of the initial design of the IT Healthcare Organization’s; newly created; Service Catalog Application System, CMDB (or Configuration Management Database), Knowledge Base, Lessons Learned Repository, etc…
• Responsible for initiating, managing, and facilitating, brainstorming sessions with the appropriate IT Operations, Client Services, Vendor Support, and in some cases Senior/Executive Leadership Team Members
• Work closely with IT Service Management Team, to assist in the coordination of proposed changes to fix and/or resolve a particular issue or problem
• Work closely with IT Operations Support Team Members, when it comes to the implementation of new IT services and products
• Manage Audit Remediation Project Plans for the entire IT Operations Organization

lead problem manager/project Manager

Confidential, Dallas, Texas

Responsibilities:

• Manage Audit Remediation Project Plan, which includes but is not limited too; successfully managing project team members, ensuring SOX, PCI, and OCC audit remediation items and fieldwork evidence are properly supplied to internal/external auditors
• Communicate with Senior Level Management and Executive Team Members in regards to project progressions, as well as, provide solutions on potential project risks
• Lead Problem Management Team Members; which includes facilitating departmental meetings, direction for career development, implementing plans for conflict resolution, and mentoring others
• Assist in ITS Cost Saves ($$$) by proactively eliminating problems from Alliance’s environment
• Analyze problems (both proactively and reactively) to help ensure root cause is identified and a permanent resolution is established
• Oversee Operations Service Levels to ensure they are being met on a day-to-day basis
• Work with Change & Release Management Team Members to ensure Error Control is in place
• Delegate project tasks, or special requests, to the appropriate Technical or Platform Team Members

Sr., CHANGE MANAGEMENT/RELEASE MANAGEMENT ANALYST

Confidential, Dallas, Texas

Responsibilities:

• Responsible for approving/denying change requests based analysis of technical data supplied; which includes test and implementation plans as well as proposed change schedules (i.e. time/date)
• Facilitate daily and weekly meetings with Senior Managers and Operation Team Members to provide feedback on upcoming changes
• Train new and existing employees on Change Management Processes, Policies, and Procedures
• Create work flow tasks, roadmaps, and swim lanes on newly implemented Change Management and Release Management Processes and Procedures

Help desk trainer/customer implementation coordinator

Confidential, Dallas, Texas

Responsibilities:

• Train new hires as well as existing Technical Help Desk Analysts on new/revised Operational policies, processes, and/or procedures
• Educate new Customers/Clients on Operational policies
• Manage vendor compliance to ensure new terminal installs and satellite communications are successful
• Present / Communicate Operation Project plans with Senior Level Management
• Review project implementation, test plans, and scripts with Project Managers and Developers
• Responsible for tracking/monitoring “New Customer Implementation Projects” via MS Project

Lead collections associate/lead autodial trainer

Confidential, Dallas, Texas

Responsibilities:

• Responsible for training new associates on computer systems/tools (i.e. CRT’s, Metro Web, and Auto Dialer terminals)
• Responsible for delegating job tasks and duties to Collection Associate; which includes 30/60 Day and Mid-Range Collection Associates
• Conduct work reviews, performance appraisals, as well as provide one-on-one feedback to Confidential eighteen associates who are under my supervision
• Create and facilitate presentations via Power Points for First/Second/Senior Level Management Staff Members