Project Manager Customer Service
Resume:
Raid Yousef
Information Technology Executive
********@*****.*** Moorpark, CA
Innovative IT leader with a wealth of technical and managerial skills.
Achieved strategic business objectives by exploiting team ideas, leading
technologies and best practices. Rallied teams around a vision towards
excellence. Created a cost conscious IT organization that balanced costs
and goals. Successfully designed, developed and implemented lasting
solutions in telecommunications, healthcare, insurance, aerospace, retail.
CORE COMPETENCIES
. Strategic and Tactical Planning
. Team Leadership
. Project and program Management
. SDLC & PDLC
. Audits and Compliance
. Quality Assurance
. Performance Management
. ITIL
. Software Design
. Application Architecture
. Data Architecture
. Data warehousing
. Requirements
. Business Intelligence
. Financials, Claims, CRM, and Billing
. Ecommerce, System Integration
. Microsoft SQL
. Oracle Grid
. MySQL
. J2EE
. Informatica
. Linux
. Server and Storage
. Windows
. Data Centers
. Help Desk
PROFESSIONAL EXPERIENCE
Public Communications Services, Inc., Los Angeles, CA 2/2007
to Present
Information Technology Director
Directed all IT activities for a mid-size telecommunications company that
caters to the justice industry. Formulated IT vision and plans, and
controls. Managed resources, budgets, and vendor relationships.
Implemented best-practices in estimation, software selection, design,
development, testing, reviews, and bug reporting. Led and mentored
software development, business intelligence, helpdesk, and infrastructure
teams. Advised executive and sales team on technology and business
processes.
. Supported better IT alignment by creating PMO office and introducing
agile methods.
. Enhanced customer experience and reduced operational cost by deploying
an E-Commerce site, Interactive Voice Response system, and a new
Customer Service Application.
. Envisioned and deployed new billing and validation systems to support
needed capacity.
. Initiated the deployment of Microsoft Dynamics CRM to support sales
and client services.
. Designed a high availability E-Business solution to support
integration with government agencies.
. Created an Enterprise Business Intelligence roadmap. Team deployed
alerts, reports, dashboards, and scorecards through Cognos 8.0 and
Oracle 11g.
. Enhanced ITIL compliance and service levels by deploying BMC Self
Service Desk.
. Supported IT leadership and accountability program to improve employee
morale and performance. Realized 25% IT expense reduction by
renegotiating contracts and simplifying processes, of infrastructure
and desktop standardization.
. Molded IT into a resilient and agile service provider. Improvements in
infrastructure, software, processes and people resulted in 99.99%
uptime as well as meeting 97% of SLA.
. Launched application resiliency initiatives through application
redesign, deployment of grid and Clustering technologies as well as
Virtualization. Improved monitoring services and alerts.
. Completed the buildup of Redundant Data Centers to ensure high
availability and load balancing for Applications and
Telecommunications. PCS utilizes clustered NetApp SANs, Sonic
Firewall, Cisco redundant routers and switches, and HP servers.
Health Net, Inc., Woodland Hills, CA
8/2005 - 2/2007
Staff Analyst
Responsible for membership, billing, and accounts receivable modules
redesign. Conducted analysis, designed templates, evaluated tools, guided
system design, and mentored staff. Preformed ROI analysis, system
estimates and interfaced with end user and PMO office.
. Lead the implementation to redesign HealthNet's Billing, Membership,
AR, and commissions. Generated estimates and ROI analysis. The system
projected 30% reduction in administrative costs while reducing IT
costs by over 50%.
. Lead for the Rule Engine and Business Process Management (BPM)
composite application approach. Developed the RFI, Proof of Concept,
Use Case templates, and Business system design.
. Envisioned and documented system and integration testing for Medicare
Part D.
. Evaluated SAP For Insurance -Collection ad Disbursement to meet
Billing and AR requirements
General Electric, Westlake Village, CA 9/1998 -
8/2005
Solution Architect / Project Manager
Responsible for enterprise-wide application development and support with a
budget of $3M. Worked with sponsors, stakeholders, and PMO to develop
projects charter, estimates, plans, budgets, schedules, teams, and status
reports. Conducted system analysis and design, defined data and application
architecture. Coordinated developments, enhancements, bug fixes, system
consolidations, and integration using onshore and offshore teams.
. Formed and managed a highly effective software development team which
included system analysts, developers, DBA. Worked within GE matrix
organization to support software development. Work with PMO office and
reported to The Chief Information Officer.
. Designed Accounting System for Group-Individual billing, and
commissions, automating every aspect of billing. Eliminated manual
adjustments and increased customer and agent retention.
. Oversaw and architected the development of Provider Network and Claims
adjunction systems.
. Worked with offshore teams to migrate Signature Legal Care Systems
(Groups, Membership, Provider, Claims, etc) from IBM MVS to a client-
server enterprise system.
. Initiated development of Sales Automation-CRM system reducing group
proposal time to minutes.
. Managed a GE Zero Level initiative for HIPAA Compliance, encompassing
five companies and three offshore teams. Managed HIPPA EDI, using Six-
Sigma rigor.
Computer Science Corporation, U.S.A., El Segundo, CA 1995
-9/1998
Methodology Specialist -Systems Analyst
Mentored developers and project managers on the use of Catalyst methodology
for Analysis-Design and Project Planning. Worked as developer supporting
the Engineering Dept.
. Successfully managed and delivered Y2K remediation on cost collection
system for Hughes Aircraft. This involved working with onshore
consultants, preparing schedules, budgets, setting milestones,
management presentations and status reporting.
. Trained and mentored project managers, process designer, data modelers
on CSC's Catalyst business and software engineering methodology
. Lead development of Catalyst methodology implementation metrics across
IT projects
. Served as a member of a guidance team that tailored CSC's Catalyst
methodology for project and product life cycles for Hughes Air Craft
Support Center
EDUCATION
M.S., Computer Science, California State University, Sand Bernardino, CA
(Incomplete)
B.S., Computer Science and Engineering, University of La Verne, La Verne,
CA
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