Project Management Operations Service Delivery

ALBERT G. AGUILAR

***** **** *****, ****** ******, CA 94546 510-***-**** *************@*****.***

Project Management Service Delivery Operations Management

Innovative technology leader with 20+ years of success managing mission critical projects and leading large groups of employees and contractors. Oversees budgets, staff, changes, and technical problem solving.

Results-motivated project manager with experience directing the integration and enhancement of diverse technical, documentation, and security systems valued at more than $2M.

Proven strategic planner and analytical thinker able to simultaneously direct multiple departments and projects, achieving synthesis and cohesion that enable organizations to meet overarching objectives.

Demonstrated technical consultant and disaster prevention specialist who reduces downtime and avoids costly malfunctions by creating and implementing robust and reliable prevention and management systems.

Strategic Planning

Disaster Recovery

Systems Development Life Cycle

Project Management

Emergency Preparedness

Applications Development

Business Analysis

ITIL

Programming

Change Management

Finance & Accounting Systems

Vendor Management

PROFESSIONAL EXPERIENCE

STATE COMPENSATION INSURANCE FUND, San Francisco, CA 1993-Present

Senior Medical Operations Consultant (09/2005-Present)

Supported the following departments: Claims Regulatory and Medical Division/Claims Operations, Medical Provider Network, Liens; Medical Director’s Office, Utilization Review; and Claims Systems/Systems Development and Implementation, Systems Maintenance and Enterprise Security.

Project Management

Managed service delivery team CMRD to lead the enterprise conversion of RedDot/Open Text CMS to Jive CMS.

Produced drug utilization review and predictive analytic system for 23 district offices, developing user requirements, problem solving functions, analytic/risk adjustment methodologies, management reporting, and training.

Developed permanent storage facility using ITIL methodologies for intellectual property produced by Claims Systems Maintenance and Utilization Review helpdesks as well as the Medical Directors Office.

Designed and developed Medical Directors Office website. (Built using ITIL methods)

Won Pink Elephant award for ITIL implementation in 2010

Brought ITIL Framework to project management that resulted in the creation of the Enterprise Management Office.

Technical Writing & Website Development

Attained Section 508 compliance by conducting accessibility checks/making revisions as Medical Director’s Office webmaster.

Promoted essential information by serving as editor and principal author of state-wide Utilization Review newsletter for in-house medical staff consisting of doctors, nurses, chiropractors, physical therapists, adjusters, and case managers.

Brought ITIL frameworks that assisted in making sure service delivery was moved from a segmented group of departments to a centralized department that handled all service needs in a unified way.

Developed ITIL guided implementation principles to manage and maintain all web development and boost local internet and intranet offerings.

Technical Support

Created/implemented claims systems and resolved problems with claims applications by providing troubleshooting, research, diagnosis, documentation, and resolution of technical issues.

Empowered users to harness technology by serving as Training Coordinator for Northern and Southern California offices using Centra LMS/Oracle LMS and to provide specialized super user training.

Web Developer and Designer – Communication & Education Center (10/2000-09/2005)

Process Improvement

Conducted analytical studies, made recommendations regarding emerging technology and information systems projects, and presented projects to IT Advisory and Executive Committees for approval and funding.

Strengthened teaching approach by collaborating to implement new learning management system, document management system, and web development environment.

Assisted in setting up multi-tiered help desk based on ITIL methods that assisted users with all IT issues.

Set up an ITIL based (multi department) dream team that helped solve advanced IT issues.

Reorganized business unit to better serve IT needs for all users.

Training & Development

Transformed new business unit IT analysts into tech-savvy professionals by developing specialized blended e-learning program.

Designed and presented ITIL training classes to large user groups.

Developed blended learning training program that brought all new IT hires up to speed.

IT Operations Analyst - Information Technology & Data Center Management (10/1993-10/2000)

Supported the 24/7 Data Center that provided mainframe and network operations assistance to a statewide network of 23 district offices. Programmed new systems, maintained legacy programs, resolved defects, coordinated data governance, conducted root-cause analysis, completed business/functional requirements gathering, and provided access/user security.

Innovation & Program Development

Achieved President’s Award for Corporate Excellence by supplying project management/customer service utilizing Total Quality Management methodologies while completing UNISYS Y2K program application code review and update.

Prepared organization for Y2K by writing code and testing functionality of 120+ applications.

Emergency Management & Response

Served as member of IT “Icicle Team” responsible for providing emergency data center staffing after installation of new electrical control system caused explosion that shut down power to San Francisco headquarters high-rise.

Avoided downtime/loss by leading project to maintain and upgrade emergency preparedness/disaster recovery plans.

Project & Operations Leadership

Transitioned UNISYS CADE system applications to IBM mainframe and managed the relocation of Business Services UNISYS users and network from San Francisco to Pleasanton.

Led Data Center installation of Xerox DocuPrint™ 4635™ LPS high-speed printers and directed UNISYS O/S upgrades.

Drove the RFI and RFP process for software/hardware maintenance, project enhancements, and upgrades by leveraging business system requirements analysis and management of multidisciplinary teams/external consultants.

ADDITIONAL EXPERIENCE

Systems User Specialist – City of Hayward, Hayward CA

Business Systems Analyst – Wells Fargo Bank, San Francisco CA

Senior Systems Analyst – Barclays Bank, San Francisco CA

Security Systems Supervisor – Standard Oil of Ohio, San Francisco CA

Life Underwriter – Sun Life Assurance Co of Canada, Bellevue WA

Pathology Laboratory Technician – VA Hospital, Hillcrest Hospital, Providence Hospital, Waco TX

VOLUNTEERISM

IT SERVICE MANAGEMENT FORUM – USA (itSMF usa), San Francisco Bay Area Chapter 2006-2012

Director, Secretary, & Vice President

Supported and led key IT professional association by assisting with budgeting, strategic planning, member recruitment, event planning/marketing, press/office communication, presentation development, and research.

Catalyzed the successful publication of The Forum, a national newsletter, by serving as contributing author and editor and managing/editing five national/international authors.

Served as itSMF usa National Awards Committee Member and Project of the Year (2009-2010) Committee Chair.

Represented chapter at national and international conferences in Dallas, Louisville, Birmingham (UK), & Barcelona.

EDUCATION

Bachelor of Arts in History

Specialization in English & Education

BAYLOR UNIVERSITY, Waco, TX

Courses in Business and Economics

Far Eastern Educational Exchange Fellow

SEINAN GAKUIN UNIVERSITY, Fukuoka, Japan

CERTIFICATIONS

Project Management, Management Concepts, Tyson’s Corner, VA

Online Learning Designer, Capella University, Minneapolis, MN

CA Certified Medical Bill Reviewer, WorkComp Central, Camarillo, CA

CA Certified Workers Compensation Analyst, State Compensation Insurance Fund, San Francisco, CA

ACT Certified Analyst, State Compensation Insurance Fund, San Francisco, CA

Extraordinary Customer Service, City of Hayward, Hayward, CA

Total Quality Management (TQM), Chabot College, Hayward, CA

Accounting, American Institute of Banking, San Francisco, CA

Geographic Information Systems, San Francisco State University, San Francisco, CA

TECHNICAL COMPETENCIES

Oracle Discoverer/BI, Oracle iProcurement, Mitchell SmartAdvisor, Tibco/Collaborative Information Manager, MVS/DEV, CICS, WISP/Clearview, Oracle ECF/Electronic Claims File System, MedVendor, Oracle LMS, Centra /Saba LMS, InternetU LMS, MVS/XA, JCL, COBOL, TSO, CICS, ISPF, SAR, FileAid, DFSORT, Sysview, Panvalet, CA-TLMS, PROFS, Cande, LINC, Mapper, WFL, Vantive, PeopleSoft, Infra, ServiceNow, DCR, Xerox DCL, Documentum, RedDot, HTML, Freehand, Fireworks, Flash, ASP, Visual Basic, Acrobat Pro, PageMaker, Photoshop, Internet Explorer, MS Windows, Outlook, Word, Excel, Access, PowerPoint, Project, Visio

Burroughs BTOS, DEC PDP 11, IBM 3090, IBM 9672-R25, Unisys A9/Micro A/U600, WANG OIS, WINDOWS and Apple PCs

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