Project Manager Management
Resume:
CAROL CAPSIS
Norwalk, CT *****
*******@***.***
http://www.linkedin.com/in/ccapsis
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SUMMARY
Senior IT Professional with a solid record of effective problem solving and
project management, providing improved efficiencies and cost effective
operating controls. Proven successes in major IT technology
implementations, including PC application platform migrations. Recommends,
re-engineers or implements new processes based on benefit to business
objectives, including project management of complex systems, projects and
implementations. Global Help desk outsourcing and extensive experience
with software development life cycle design and implementation. Key
competencies include:
Process Improvement IT Management Client Services
ITIL Process Improvement Recruiting, Development / Cross Functional and
and Implementation Retention Matrixed Teams
Global Standards and SOX Risks and Validation Budget Preparation,
Guidelines Compliance Reconciliation and
Change Management Analysis
PROFESSIONAL EXPERIENCE
XL Capital, Stamford, CT 2002 - 2009
AVP, IT Process Architect (2008 - 2009)
Lead process analysis, design and implementation projects as determined by
the function and IT. Provide continual IT process improvement and re-
engineering by focusing on KPIs and analysis of current business needs.
Interview process owners, stakeholders and executers to determine
requirements, including inputs and outputs and intersections with other
discrete processes. Build a process portfolio for future and repeatable
use.
ITIL Implemented Processes: Change Management, Configuration Management,
Incident Management, Request Fulfillment, Release Management
AVP, Global Technology Services (GTS) Compliance Manager (2006 - 2008)
Manage GTS compliance process which included internal audit and SOX testing
of key controls throughout GTS organization. Owned infrastructure Change
Management.
. Established compliance standards that facilitated key control testing
with the entire GTS organization and coordinated completion of
appropriate remediation actions on a timely basis.
. Participated in SOX and other internal audits, focusing on mitigating
factors resulting in more favorable findings.
. Partnered with ITIL Teams, IT management, and technical engineers and
ensured that consolidated change management system and associated
processes were in alignment with departmental, organizational, and
management goals.
. Evaluated existing change processes and system, made recommendations
for enhancements and owned the implementation of improved process and
system enhancements, moving process to next maturity level.
AVP, Managed Desktop / Application Packaging Lead (2005 - 2006)
Developed, delivered and operated Global Managed Desktop Application
Packaging Team.
. Provided effective development and implementation of processes
confirming that all packaged applications met company standards and
end-user requirements.
. Administered managed desktop change control process contributing to
zero defect operations.
. Partnered with deployment team providing expertise that sustained
aggressive deployment schedule.
AVP, Global Help Desk / US Quality and Services Manager (2004 - 2005)
Managed development, delivery and operation of outsourced Global 7x24x365
Level 1 Help Desk, including outsourced vendor services.
. Developed appropriate processes and procedures that supported help
desk service, including appropriate SLAs and reporting mechanisms.
. Owned the IT change control process. Chaired change control team that
reviewed, approved and scheduled all infrastructure and application
changes to the IT infrastructure organization.
. Administered Event management process including monitoring and
reporting of problem resolutions and root cause analyses.
Regional Quality and Services Manager (2002 - 2004)
Directed development and implementation of programs that ensured all
information systems IT operations met company standards and end-user
requirements.
. Developed, documented and maintained IT Standards, including Change
Management, Release and Deployment Management, Configuration
Management, and Event Management.
. Owned IT Change Management process and chaired CAB meetings. Initiated
and implemented a global Change Control application which facilitated
CAB agendas, meetings and reporting.
. Spearheaded implementation of a global Service Requests application
including IT Service Catalog resulting in a single point of entry.
. Served as project manager for the creation of a global 24x7x365
Network Operations Center (NOC), including planning, liaison with
other global organizations, implementation of central network and
systems management application (UniCenter, from Computer Associates).
NOC monitoring extended ability to respond to events on a real time
basis.
Bluewater Information Convergence, Greenwich, CT (2000 -
2001)
Production Services Manager
Acted as single point of contact between Bluewater (BW) and its clients.
Coordinated all activities in the production environment.
. Developed and managed relationships between Operating Center and its
clients. Represented clients' business and technology requirements to
Bluewater.
. Implemented IT infrastructure processes and procedures such as change
management, partner management, problem management, escalation
processes and other client production/development related issues,
meeting all internal quality objectives.
. Implemented an escalation process to ensure Service Level Agreement.
PricewaterhouseCoopers LLP, Stamford, CT (1978 -
2000)
Senior Project Manager (1992 - 2000)
Directed the planning, development, implementation and support of computer
technology used by 16,000 Assurance professionals.
. Organized and directed firm wide software implementations and platform
migrations including deployment strategies. Coordinated various
technology groups and field support including development and
implementation of application training materials and classes.
. Managed user support help desk, including liaison and coordination
with other internal support organizations. Strategy and guidance
enabled help desk to double user base without doubling staff.
. Directed Quality Assurance group that provided software testing and
controls which resulted in increased and consistent delivery of
quality product and provided expert 3rd tier support to help desk.
. Led Y2K initiative for the PwC U.S. Assurance line of business,
teaming with cross-functional peer groups to review and remediate code
resulting in zero problem events.
Education
Fordham University, New York, NY
M.A. English Literature, University Fellow, Graduated Magna Cum Laude
B.A. English Literature, Graduated Summa Cum Laude, Phi Beta Kappa
Technical Skills
Lotus Notes (R3, R4), Domino R5, Relational Databases, Netscape, Internet
Explorer, NetObjects Fusion 5.0, Windows 2003, Microsoft Office Suite 2003
Courses and Memberships
Member: Information Systems Audit and Control Association (ISACA)
Lotus Notes Application Development I and II and Lotus Script
PwC Summit D Methodology (SDLC)
Web Authoring and Publishing
ITIL V2 Foundation Course
ITIL V3 Foundation Course
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