Project Manager Customer Service
Resume:
DAVID L. CARRIGAN
Arvada CO. ***05
Qualifications: Thirty (30) plus years of diverse IT experience in the
Payment Card processing industry and Healthcare Electronic Data
Interchange (EDI) industry. Includes over 12 years of progressive hands on, inception to post implementation, IT Project Management experience and
over 10 years of technical IT staff/department management experience,
complimented with excellent verbal and written communication skills.
Certified in 2007 as a Project Management Professional (PMP) by the
Project Management Institute (PMI)
Experience:
Cybersource: eCommerce Electronic Payment Processing
Project Manager- Independent Contractor February 2010
- May -2010
Four (4) month contract engagement to manage the requirements elaboration
and functional design effort for the implementation of Cybersource's client
FedEx. Primary contact point to the client to coordinate all on site
activities with IT and business staff assigned to the project, document
issues, risks and prepare working project plan to ensure the engagement met
all Statement of Work contractual agreements. Facilitated weekly status
meetings with the client, internal status meetings with key project staff
and performed Sr. Management status update presentations.
Visa U.S.A/Debit Processing Services: Payment Card Processing Systems
Project Manager, Visa Project Office June 1996 -
January 2008
Perform all aspects of detailed Project Management responsibilities for a
wide variety of corporate initiatives involving geographically dispersed
matrixed project teams. Projects are typically multiple platform/tiered
systems which are Browser/WEB enabled. Extensive experience with managing
infrastructure projects and platform conversions in support of new and/or
enhanced application systems. Responsible for managing all phases of
multiple projects simultaneously with project budgets ranging form $500,000
to $14 million spanning up to 2+ years in duration. Identify project team
members, work with those team members to develop detailed working project
plans and management reporting matrix. Identify, track and escalate project
issues to appropriate management levels. Manage project budgets and the
change management process within organization. Interface with all levels of
organization to ensure project meets the approved budgetary and scheduling
expectations. Manage external vendors who provide specialized software and
technical contracting services. Excel at communicating with both technical
staff and non-technical end user/business unit staff to understand
requirements, issues, etc. and at facilitating communication between these
parties to clarify project information and maintain client/stakeholder
partnerships. Knowledgeable of standard application development life cycle,
iteration planning deployment, prototyping, data center operational support
structures, telecom, data security reviews, compliance reviews, quality
assurance testing, user acceptance testing and software release processes.
Solid working knowledge of Project Management best practices and use of
productivity tools (MS Office apps, MS Project, Visio, and Open WorkBench)
as well as internally customized project management methodology and
compliance tracking applications.
System One: Healthcare Electronic Data Interchange (EDI)
Project Manager, Practice Management System Implementations Jan.
1995 - June 1996
Perform detailed project management activities, system configurations, and
data conversions associated with the implementation of Automated Practice
Management software, available to Healthcare providers in a service bureau
environment. Wide Area Network connectivity over Frame Relay circuits is
used to connect PC workstations running in multiple LAN environments to a
central mainframe data center. Interface with all levels of customer
organization throughout the entire implementation and data conversion life
cycle to ensure a successful implementation, as well as provide on-going
technical support and assistance in the integration of additional software
modules.
Product Support Manager, EDI Distributed Software: April 1994 -
Jan. 1995
Front line manager responsible for all activities associated with a
technical product support unit, supporting a PC based Healthcare Electronic
Data Interchange product. Responsible for integrating this PC/Windows based
product into existing Physician computer systems running in disparate
computer environments. Negotiated third party vendor relationships for
regional on-site hardware/software support. Provide input into product
direction based on firsthand experience and user feedback. Identified and
proposed the development/purchase of multiple automated tools for use in
increasing customer service and product support staff efficiencies.
Developed multiple job descriptions to support the organization of staff
into first and second level customer service units.
The Bank of Boulder: Merchant Credit Card Processing Systems
Information Systems Manager, Business Applications June 1992 -
April 1994
Managed a technical staff consisting of (8) programmer/analysts,
(4)desktop/LAN support engineers and an internal technical help desk staff.
Primary focus of department was to develop PC based application software in
a 200 user LAN environment to support the business needs of a full service
merchant based credit card processing unit. Prepared and implemented a
formalized development methodology emphasizing programming standards,
project documentation, and QA testing. Reorganized department according to
functional areas, developing job descriptions with identified career paths,
individualized performance improvement plans with short and long term goals
and objectives. Developed and implemented a project plan for the migration
from a text based development environment (Advanced Revelations) to a GUI
development environment utilizing Microsoft's Sequel Server, Powersoft's
Powerbuilder product line in a Microsoft NT LAN environment.
David L Carrigan (cont.)
Blue Cross Blue Shield of Missouri: Healthcare EDI
Information Systems Manager, Distributed EDI Software January 1989
- May 1992
Managed a technical staff of (6) programmer/analysts and (4) help desk
support staff dedicated to developing, maintaining and supporting a product
line of EDI systems used by hospitals and physicians to process medical
claims. These were PC and mainframe based systems interacting in a network
environment using various communication protocols for batch and on-line
transaction processing. Presented and received approval from senior
management to proceed with the development of a regional EDI clearinghouse
to facilitate achievement of corporate objectives for increasing the
percentage of healthcare claims received by BCBSMO. Managed a team of staff
and contract programmers dedicated to the development, implementation and
support of this regional clearinghouse, which evolved into a for-profit
subsidiary company.
MasterCard International Inc.: Credit Card Processing Systems
Product Support Manager, National POS/Draft Capture System(MAPP) Dec.
1986 - Dec. 1989
Responsible for managing all administrative and technical aspects of a
technical support unit, which consisted of (6) six product support
analysts. This unit was responsible for providing technical product
support to various users (internal, external) for multiple systems/products
which comprised a national credit card point of sale program (MAPP)
emphasizing electronic draft capture, credit card authorizations and check
guarantee services. Analyzed and defined user system requirements, working
closely with multiple development and network services groups to coordinate
the design, development, user testing and implementation of new products
and services.
Sr. Programmer Analyst, Product Implementation and Certification August
1985 - Nov. 1986
Analyzed new products to define and document implementation and
certification requirements.
Responsible for work load assignments and management reporting on the
status of system implementations.
Prepared system enhancement recommendations based on firsthand experience
during user installations.
Traveled internationally to install computerized credit card processing
systems at member banks.
Programmer Analyst: Software/Network Integration July
1984 - July 1985
Member of a conversion team responsible for installation and certification
of hardware and software packages used to facilitate the conversion of
customer's batch and on-line credit card processing systems to a new
processing platform and distributed proprietary international
network(Banknet).
McDonnell Douglas Automation Corp. (McAuto): Computerized Business Systems
Business Programmer: Accounting and Inventory Systems Jan. 1982 -
June 1984
Performed software development and maintenance of inventory and
payroll systems. Extensive use of structured COBOL using DL/1 as an
interface to IMS databases in an on-line and batch mode.
Programming Support June 1978 - Dec. 1981
Liaison between programming and operations to solve computer
processed production problems. This was a two year programmer training
program. Extensive use of JCL, TSO, OS/MVS utilities and UCC products.
Data Center Operations: April 1977 - May
1978
Performed various computer operations functions.
Education: Southern Illinois University at Edwardsville, Edwardsville
Illinois
Lewis and Clark Community College, Godfrey Illinois
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