Michael Czarnecki

Clearwater, Florida

913-***-****

actc2p@r.postjobfree.com

PROGRAM MANAGER/IT AUDITOR

SUMMARY: Nineteen plus (19+) years in Information Technology, to include all phases of Software/Systems Life Cycle as an Analyst, Architect, Integrator, Lead, Manager and Operations Subject Matter Expert; experienced in both client server environments and mainframe environments.

EXPERTISE

New Technology Launches

Business Analysis and Design

Productivity Enhancement

Project/Program Management

Strategic Planning and Execution

Onshore and Offshore Vendor Management

General Ledger Auditing

Collections

Platform Migrations

Financial Statements

Writing Procedures

Supervising

TECHNICAL SKILLS

IT Auditing

Convergys Billing Systems

VMware

Edify & Periphonics IVR

Predictive Dialers

Oracle

Microsoft Office

Routers/Networking

Method1/Design1

IDM Auditing

Citrix

Wyse Terminals

Aspect & Rockwell ACD

Imaging Software

Object-Oriented

SQL Server

MQ

Documentum

Amdocs Billing Systems

Clarify

Wireless Telecom

Genesys CTI

OTASP

QA/Regression Testing

Unix

CORBA

Mainframe/Workstation

QUALIFICATIONS

Led large, complex projects to achieve key business and technology objectives

Directed cross-functional and/or cross-segment teams of onshore and offshore personnel

Responsible for overall coordination, status reporting and stability of project work efforts

Delivered projects on time, within budget, and to the stated deliverables through the use of project management processes

Responsible for assembling project plans, directing and monitoring work efforts on a daily basis, identifying resource needs, performing quality reviews, and escalating issues appropriately

Influenced senior leadership to adopt new ideas, products, and/or approaches.

Responsible for tracking key project milestones and adjusting project plans and/or resources to meet customer needs.

Coordinated communication with all areas of the enterprise that impacts scope, budget, risk, and resources of the work effort being managed

Reviewed project plans to plan and coordinate project activity.

Managed backup, security and user help systems.

Developed and interpreted organizational goals, policies, and procedures.

Developed computer information resources, providing for data security and control, strategic computing, and disaster recovery.

Consulted with users, management, vendors, and technicians to assess computing needs and system requirements.

Stayed abreast of advances in technology.

Met with department heads, managers, supervisors, vendors, and others, to solicit cooperation and resolve problems.

Provided users with technical support for computer problems.

Recruited, hired, trained and supervised staff, or participated in staffing decisions.

Evaluate data processing proposals to assess project feasibility and requirements.

Control operational budget and expenditures.

Reviewed and approved all systems charts and programs prior to their implementation.

Directed daily operations of department, analyzing workflow, establishing priorities, developing standards and setting deadlines.

Assigned and reviewed the work of systems analysts, programmers, and other computer-related workers.

Evaluated the organization's technology use and needs and recommended improvements, such as hardware and software upgrades.

Prepared and reviewed operational reports or project progress reports.

IT AUDITING

Responsible for the internal controls and risks of a company’s technology network, including identifying the weaknesses in a systems network and creating an action plan to prevent security breaches in the technology.

Actively involved in the planning and execution of internal audit procedures and the creation of internal audit reports.

Worked within teams to create a solid information technology infrastructure, and collaborate with clients to devise and put in place policies and procedures regarding network security issues.

PROFESSIONAL EXPERIENCE

SPRINT - Overland Park, KS May 1998 – Nov 2015

Program Manager III, Call Center Audit and Project Implementation (4/07 to 11/15)

Partnered with Vendors, IT and LOB owners for the auditing of IT systems/IDM to contract and industry best practices, implementation and stability of software for all contact centers.

Lead 60 on-site onboarding teams (15+ vendors) for all new contact center sites, that were responsible for managing and negotiating resolution any issues between both the business and technical side (20+ team members from both sides).

Contractual and IDM Auditing of 100+ Sites World Wide.

Travel was approximately 80% of the time.

Subject Matter Expert, IT Enterprise Services Operations (11/05 to 4/07)

Partner with the business acting as their advocate to deliver quality, timely solutions. Develop and execute system and functional roadmaps that align with corporate strategy. Primary areas of focus include outage reduction, stability improvement, Systems Architecture and Change

Lead fix teams for Corporate ICA/RCA for Sev 1 and 2 outages.

Critical Change Management Approval for all Corporate Systems.

Implementation of Billing System to 50 million plus customers at 132 sites worldwide with on-site support.

Lead architecture and migration teams of 20 during the Merger with Nextel.

Call Center Operations Specialist, IT Customer Solution & Sales Services (9/02 to 11/05)

Responsible for finding cost savings and outage limitations in the operations of 29 Multiple OS sites. Responsible for assembling and leading cross functional teams prepared for that site and performing an audit of the entire operating environment and managing any changes required along with management of a staff of 8.

Coordinated auditing of current and past outages included changing fix agent availability, single point of failure analysis, capacity analysis, legacy system research/documentation, RCA/ICA determination, training of fix agents and establishment of monitoring.

Critical Change Management Approval for all Corporate Systems.

Lead role for Tiger Team of developers, process owners and executives for analysis and resolution of contact Center issues leading to an average of $14M in time savings per annum.

Trained all new members of the Operations staff on systems architecture.

Supervisor Team Lead –Operations Support, PCS – IT CAM Operations (2/01 to 9/02)

Responsible for the team of 12 that reviewed and approved all Impact Assessments for Production Support. Acted as central Issue Manager between Operations, Application Development and the Customer Care for Severity 3 and 4 tickets till resolution.

On-site SME at sites during releases to ensure the rapid ramp up of applications.

Worked on-call support for all customer systems.

Implemented MIP/Quality tracking, defect tracking and operations reporting (expense, productivity and Operations Health) for all customer systems.

Trained all new members of support staff on architecture of the systems.

Systems Analyst/Development Manager, PCS - IT Contact Center Solutions (5/98 to 2/01)

Program Manager for major projects as well as the manager of technical development resources for all telephony and middleware development. Responsible for hiring and providing complete technical supervision, career guidance, and performance appraisal for the 32 developers and BAs. Responsible for estimating project hours and system impact assessments for all new projects.

Technical Architecture Manager for Contact Center Solutions during rapid growth of new company

Managed day-to-day relationship of external vendors who interfaced with IT systems

Projects included development of an intranet system, and internet webpage for outside vendor verifications and implementation of first cell phone Insurance program.

EDUCATION

College of New Jersey - Hillwood Lakes, NJ

Bachelor of Science, Business Administration-Finance

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