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Project Manager Customer Service

Location:
Clackamas, OR
Posted:
February 14, 2013

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Resume:

Hugh Boyette

Email: abqnmo@r.postjobfree.com

Address: ***** ** ****** ***** ****

City: Clackamas

State: OR

Zip: 97015

Country: USA

Phone: 503-***-****

Skill Level: Management

Salary Range: $100,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

- Managed several projects utilizing Waterfall methodology and two projects utilizing Agile (and Scrum) methodology. Worked very closely with Lead Developers (Scrum Masters). In a PM role can lever either methodology.

- Experienced in managing projects from their inception (initial idea with benefit and cost estimates followed by creating the Scope document and Business Requirements) to conclusion (post Go-Live user acceptance and project closure).

- Worked as one of many PM's on an enterprise scale project (multi-year >$130M annual budget), as the sole PM on large projects (>$2.5M budget) and medium projects ($200K

- Responsibilities were to ensure that my project implements the Scope, on time and within the approved budget.

- Project Manager for more than 10 years and have used the industry standard methods (System Development Life Cycle) and tools (MS Project, MS Excel, MS Word, Clarity, ClearQuest, and PeopleSoft) for managing my projects.

- Used said tools to manage and communicate the projects status, schedule, dependencies, resources, forecast and budget as well as manage the creation of the required documentation (the Scope, Business Requirements, Functional Specification, Test Plan, Technical Specification, Lessons Learnt and final user acceptance statement).

- Responsible for implementing multiple Cost Efficiency improvements as well as implementing Infrastructure (software hardware) improvements / upgrades together with multiple vendors (IBM, Trizetto and numerous contractors).

- Strong believer that a team effort will always out-perform (in quality and quantity) the efforts of a group of individuals. Create a team spirit in all my projects.

Project Management:

Sponsors relationship / stakeholders relationship / team management (team spirit) / project identification / benefit calculation / cost estimations / project cost calculation / project budgeting / project forecasting / project scheduling / resources allocation / scope definition / business requirements identification / effective project documentation (functional specification, vision document, technical specifications, detailed test documents) / functional and non-functional testing / ongoing progress reporting / Waterfall and Agile methodologies / managing multiple projects simultaneously / managing technical- and non-technical teams / tutored less experienced PMs in project methodology and good PM practice, cooperation and communications skills / mentoring team regarding financial standards for budgeting, forecasting and scheduling / managing both local- and international team members.

Experience:

US Bank

- Banking Finance August 2012 January 2013

Project Manager (5 month contract)

The Project Manager for a large ($3M / 30K+ hours) multi-release project to improve the Trust Advisory Center customer interface (part of the Wealth Management group).

- Managed project development / communications with Sponsor and Stake Holders.

- Tracked- and reported on the budget on a weekly basis.

- Created detailed project schedules for both projects Releases.

UPS

- Packages Freight Services Sept 2011 Aug 2012

Senior Project Manager Specialist (extended to a 12 month contract)

- Hired as both an SDLC Specialist and as a Senior Project Manager.

- Implemented 2 medium size urgent projects within their deadlines.

- Implemented multiple small projects.

- Assisted with implementing PMBOK methodologies within the Portland office.

ARCHON-LX May 2011 September 2011

Temporary Staffing Software Solutions

Planning Manager (consultant)

- Hired to assist with merger impact analysis / forecasting / cost analysis / budgeting / contract negotiations / presentations

REGENCE BCBS May 2006 March 2011

Health Insurance - Portland, OR

Project Manager III

Senior PM on multiple projects: from Enterprise large (budget >$130M), medium (>$200K) to small projects (

- Set up and managed the cross functional Operational Efficiencies program, with annual net cost savings in excess of $9 million plus an average of $5 million in annual cost avoidances.

- Created, justified and implemented a light version of the standard PMO processes and procedures for the Operational Efficiencies program.

- Led the ongoing effort to identify, justify and implement multiple cost efficiency projects in each Business Unit (Customer Service-, Membership-, Claims-, and Finance) resulting in multi-million $ savings annually.

- Either successfully negotiated for scarce resources to meet project requirements with aggressive deadlines and limited budgets or negotiated a new project schedule with resource managers and project sponsors.

- Large project experience: Worked as one of many PMs (40+) on a very large project (multi-year >$130M annual budget). This project was called CPSS (Central Processing, Single System) in which the different systems used by each of the 4 states (Oregon, Washington, Utah and Idaho) was combined into one system. I was the Senior PM on Track 3 (Customer Service, which meant that together with 2 other PMs we were responsible for all changes affecting Customer Service. During this project I also was the supervisor of 3 BAs. The systems used were mainframe and client servers.

- Medium project experience: Sole PM on several medium size projects (budgets between $1M and $4M with teams between 15 and 45 members). Used Agile methodology on a medium sized project. One of these projects was to implement IBMs workflow application called FileNet. Replaced the manual flow of hard copies of the clients documents with scanned electronic documents. For this project we purchased the hardware (servers scanners) and the software (FileNet plus several additional modules). Included in the scope was to implement the enterprise email storage system. The system used was client servers.

- Small project experience: Managed multiple (non-related) small projects (between $80K and $1 M with teams between 14 and 25 members) simultaneously. Used Agile methodology on a small size project. These projects were initiated by one of the Business units and mainly were application upgrades, efficiency improvements or application replacements. The systems used were client servers (applications, .net and web).

- Used both internal- and external resources. The external resources were local as well as overseas based.

ARCORE TECHNOLOGIES / INTERACTIVE PRODUCTS Feb 1993 - April 2006

Speech- and Biometrics Research Development

Technical Manager

- Managed the creation of a range of speech technologies (speech compression and noise filtering) and biometrics based recognition systems (finger print, iris, face, and voice).

- Set up a successful research development center in Moscow (Russia) to create a range of proprietary core

technologies (speech compression, noise filtering and multiple biometrics) and subsequent development of multiple Proprietary product applications.

- Selected and managed the scientific and development teams.

- Assisted with justification and obtaining over $2.5 million external finance.

- Directly involved with the successful sale of the technologies.

QUALIFICATIONS EDUCATION

- B.Sc. in Engineering (equivalent) from the H.T.S. in Eindhoven, Netherlands.

- Mechanical Engineer from the M.T.S. in Roermond, Netherlands

- Project Management Professional (PMP) certification from the PMI (#526798)

- Healthcare Management Certification from the Portland State University

- AMIA 10x10 Informatics Certification from the OHSU

- Numerous management courses

PROFESSIONAL SKILLS:

Business:

Business processes / operational efficiencies / budgeting / forecasting / team management / target setting / target tracking / variance analysis / performance reporting / customer relations / sales marketing / shareholder relations / financial management reporting / 3rd party contract negotiations / inventory management / vendor negotiations / RD management /

Technical:

- Methodologies/Tools: PMBok, Modified Agile/SCRUM, WaterFall, Iterative, SDLC

- Applications: MS Project, Visio, MS Office Suite, MS Excel, MS Word, MS PowerPoint, Lotus Notes, ClearQuest, Clarity

- ERP: PeopleSoft

- Databases: DB2, Oracle, MS Access, IMS

- Operating Systems: MS Windows, MS NT, UNIX, LINUX, OS2, Apple

- Systems: Mainframe, client server, .net, web

LANGUAGES:

Fluent: English and Dutch

Intermediate: German and Afrikaans

Basic: French

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