Project Manager Customer Service

Steve Sailus Home: NA

**** ****** **. ****: 517-***-****

Tecumseh, MI 49286 ************@*******.***

IT Project/Program Manager

PMO Process Development System Conversion Lead Health Care Experience

Highly motivated IT Professional with excellent experience in IT leadership and Project Management which allows me to utilize all available resources to complete projects on time and within budget. Demonstrated ability use communication skills to motivate teams to meet and exceed goals. Strong knowledge of Project Management Book of Knowledge (PMBOK) and all of its processes to lead teams in the creation and modification of Software Development Life Cycles (SDLC).

Core Competencies

IVR Implementation Skills

PMP Class Completion

MS Project Expert

Infrastructure Lead

Excellent PMBOK Knowledge

13 yrs Healthcare Experience

Lead and Motivate Staff

Presentation/Reporting Skills

Issue and Risk Management

Clarity, Open Workbench

Verbal/Written Communication

SDLC, ITIL, RUP, Agile

Professional Experience

IT Project Manager

Pinkerton, Ann Arbor, MI, November 2016 to March 2017

oHired full time as an IT Project Manager and was responsible for all aspects of IT Project process. They did not have an IT department when I was hired and was asked to provide direction. I instituted many processes for an R&D division and for the Applicant Tracking System they had that was not working put as planned. I oversaw the website and changes we were making to it also.

oEnsured all of IT infrastructure was in place, secured, and proper backups were completed. This included hosting with our parent company as well as a number of vendors we utilized for infrastructure cloud services.

oAll projects were done on a time and materials basis utilizing external vendors.

IT Project Manager

Revolution Technologies, Jackson, MI, April 2012 to July 2016

oHired into pool of IT Project Managers at CMS Energy to oversee various IT Projects utilizing Clarity and Open Workbench in a structured Project Management Office. Run projects of $200K to 3M from inception to completion including identifying team resources, onboarding, creating project plans, monitoring and controlling, status reporting, and closing. Oversee and participate in creation of all artifacts including Project Charter, scope, business requirements, process reengineering, development, testing, and closing of projects. Also responsible for creating and presenting projects to the Portfolio Resource Board (PRB) for gate approvals.

oWhile most projects were software based, I was also responsible for working with infrastructure engineers, cyber-security, and infrastructure architecture to ensure the infrastructure was in place to support the project. This included understanding the server architecture needed, physical or VM, as well as requirements for security, fail-over, redundancy, and sizing.

oConcluded a complete rewrite and process redesign of the Gas Customer Choice System which is a highly complex project that includes requirements from the Michigan Public Service Commission (MPSC) to report customer data to them. This is related to a mandate by the MPSC to allow up to 10% of customers to purchase gas from alternative suppliers. Additionally, it provided other reports and a dashboard to allow that area to monitor when and who purchased ga from these alternative suppliers.

oUtilized a hybrid agile approach on many projects meaning that once the project was scoped out, we ran multiple sprints with their own start and end dates to complete projects quicker. These segments could either run concurrently or sequentially based upon resources and were run using the waterfall methodology. Also ran one project in Scrum fashion and acted as the Scrum Master running daily standups, documenting backlogs, and progress.

oCreated highly complex website that a number of external entities used to help low income customers with bills by making cash donations. This included a number of vetting processes that allowed the external companies to collaborate and achieve a final solution together to ensure customers did not overpay. Worked with Cyber Security to ensure that the site did not allow external parties inside our DMZ but still give the necessary access to complete the process.

oCompleted project to create a fully functioning wind park in the state of Michigan to supplement Consumers Energy’s goal of creating 10% of power utilizing renewable resources. This included working with the construction PM to coordinate activities, install an IT infrastructure to support a SCADA monitoring system as well as complex software to ensure the business can look at multiple data points to monitor and configure the park for optimum performance.

Senior IT Project Manager,

Burroughs Payment Systems, Plymouth, MI, December 2010 to April 2012

oI was retained beyond my contract and hired to function as a Project Manager overseeing many projects related to hardware, software, and infrastructure within the IT Area.

oWork with IT Director to create the project list and set project budgets based on T&M utilizing external vendors.

oCreated project PMO Strategy for the company, setup the Steering Committee, and create the presentations for the committee to describe the state of current projects, vote on new projects, and oversee the company project portfolio.

oResearched, negotiated, and led the search for a IT Help Desk solution. Also led the implementation and customization effort along with creating the process for how our IT help desk would function and resolve incidents and changes following ITIL principles.

oLeading project to implement multiple enhancements to our ERP. Led requirements gathering meetings and submitted to our ERP vendor for development estimations. Led team to get signoff on Specifications. Led team to schedule, test, and implement enhancements including multiple change orders but still came in under budget. Also scheduled training for multiple employees to enhance their knowledge and use of the ERP to make them more efficient.

IT Project Manager,

Ascendum Solutions, Plymouth, MI, May 2010 to November 2010

oFunction as a Project Manager for Ascendum client, Burroughs Payment Systems for a system/data conversion. Responsible for working with IT team to get data moved from 100+ legacy systems to new ERP, field service software, and e-commerce solution.

oResponsible for all aspects of IT conversion including Data conversion, Infrastructure separation from Unisys, new data center, and help desk transition. This included various technologies including IBM iSeries mainframe, windows, client-server, and cloud based.

oI was called in to rescue project from a previous PM and immediately identified how far behind the data conversion project was and worked with senior level management to re-assign resources and bring in a contractor to get conversion back on track.

oCoordinated data integration between ERP, field service, and e-commerce solutions. All systems needed to communicate with each other and pass data real-time.

oRe-engineered project processes to allow for easy updating of status of data conversion.

oCreated Project Plans for data conversion, e-commerce, and combined infrastructure/data center plan. Moved from MS Project to a custom designed solution in SharePoint to allow all users to view the plans and update them since most did not have MS Project access.

oCreated status reports and also presented status at various meetings to management.

IT Project/Portfolio Manager,

Aetna, formerly Cofinity, formerly PPOM, Southfield, MI, Nov 2008 to Nov 2009

oMonitored and reported on healthcare IT projects within New Products Businesses division of Aetna including creating critical paths and baselines within MS Project and monitoring projects based on those initial estimates. All IT experience below is within the healthcare field and all with the same company through acquisition.

oCreated presentations to report on IT projects to upper-level management and get project approvals and prioritization from Steering Committee

oWorked with individual project managers to maintain and track projects and provide direction at a high level utilizing MS Project to monitor baselines, issues, and risks

oWorked with various operations management to obtain resource commitments to complete projects on time and within budget

IT Project Manager, Cofinity, Southfield, MI, June 2005 to Nov 2008

oManage IT Projects from inception to completion including negotiating contract with external vendors

oResponsible for creating project plans and making necessary decisions to keep projects on track

oLed project from inception to replace an obsolete Interactive Voice Response (IVR) system, including negotiating the contract to save the company money in yearly fees and performed all solutioning. This new system decreased Customer Service hold times and decreased hang-ups. It also eliminated the possibility of a customer service problem if there were a software failure on an unsupported system. Utilized MS Project to monitor project from beginning to post deployment

oLed project to create the Cofinity.net website. I utilized my communication skills to gather information on the scope since nobody really knew in the beginning what Cofinity was going to be. I also utilized my interpersonal skills to hold the project team to that scope since there were many change requests after scope signoff.

oParticipated in committees to create a Project Management Office and create the flow of projects from entry into the system to implementation. This included creating a source of project entry, creating project acceptance criteria, how analysis, development, and testing took place, implementation, and project close out.

oLed effort to convert data from multiple external platforms to one integrated platform

oLed IT team to create new SDLC in new environment

oLed IT team in CPI (Continuous Process Improvement) meetings to increase quality and efficiency in development processes

DBA, PPOM/Cofinity, Southfield, MI, Jan 2003 to Nov 2005

oMoved to DBA role once Supervisor role was eliminated to leverage my strong technical knowledge and healthcare experience

oLed project to create DTS packages in MS-SQL to convert a software package to create provider directories to one based off the Data Warehouse. This was a step in eliminating two old servers and the maintenance fees associated with them

oAssisted senior DBA’s in optimizing the Data Warehouse

Supervisor of Software Development, PPOM, Southfield, MI, June 2000 to Jan 2003

oFunctioned as a Project Manager while leading a team of 13-17 developers to maintain and write new programs to maintain our proprietary system, process claims and maintain financial data

oImplemented use of Extreme Programming concepts, which is the initial form of the agile methodology. This, along with other methodology chances increased productivity by more than 25%.

oLed team to create a Software Development Life Cycle (SDLC) since programmers were having version control issues. This new flow virtually eliminated version control issues that were causing processing problems and increased efficiency that led to a productivity boost.

oMade decisions on project prioritization and presented to IT Steering Committee for approval

oResponsible for maintaining necessary staffing levels including hiring contractors

oWorked with members of operations to write Functional and Technical Specifications for highly complex programming solutions

Project Leader, PPOM, Southfield, MI, Jan 1998 to June 2000

oFunctioned as a Project Manager while leading 6-8 developers to maintain and write new programs to maintain our proprietary system process claims and maintain financial data

oLed IT team to create a new SDLC including test environments

oLed team of 6-8 developers to maintain and write new programs to maintain our proprietary system process claims and maintain financial data

oLed team in project to create a Hospital EDI system which allowed the company to process inpatient and outpatient claims completely electronically utilizing EDI claims files. This included writing and obtaining signoff on Functional Specifications, and Technical Specifications as well as leading the team to write, test, and implement the software.

oWorked with members of operations to write Functional and Technical Specifications for highly complex programming solutions

Programmer, Cofinity, Southfield, MI, June 1996 to Jan 1998

oWrote and maintained proprietary programs to process claims, update financials and data

Education

MIS classes at Eastern Michigan University

Business Computer Programming classes, Washtenaw Community College

Pre-Engineering, Schoolcraft College

Job History

o1992 – 1996 - Youth Counselor for Boysville, Clinton, MI

o1977 – 1992 – Line worker for General Motors, Ypsilanti, MI

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