Rick Falcon, Certified - PMI PMP / Lean Six Sigma / MPM Personal Resume

(954) 663 – 3117 * ac1pwk@r.postjobfree.com

Senior Project / Program Manager

Project & Program Management * Lean Six Sigma * Service Delivery,

Infrastructure, Software Development and Continuous Process Improvement Projects, Domestic & International Project Management * Operations Support * System Designer

Executive Profile

Results oriented Certified Information Technology Professional with over 15 years of experience in consulting, management, system development, support of IT services and strategic planning while supporting multiple industries (IT/Healthcare/Travel & Hospitality/Automotive/Construction/Document Imaging/Education). Extensive experience in the areas of Process Improvements, Software, Infrastructure, Operations, Vendor, Account, Program and Project Management. In-Depth expertise in the areas of Client Account Servicing, liaison between Client and IT Technical Teams, full systems development life-cycles and managing Projects for Fortune 500 companies. Experience with Client Service Delivery support, Account transitions, Mergers and Acquisitions. Over 10 years of Program and Project Management / Subject Matter Expert (PMI PMP, MPM and Lean Six Sigma certified) dedicated to project excellence, delivering quality projects on time, within budget (Multi concurrent 10 Million dollar projects), meeting project objectives, eliminating waste and exceeding client expectations. Application Software Development, Continuous Process Improvement and Infrastructure project management experience.

Oversaw Continuous Process Improvement programs - Operations Centers to improve staff productivity by adding new technology devices, streamlining workflows and rearranging work area layouts; implemented the use of new mobile tablet technology and wireless wifi networks to expand the staff outreach beyond existing work areas; managed the networking of standalone medical devices to communicate directly with the EMR application by adding efficiencies to the process, eliminating data entry and filing errors.

Oversaw Application Development numerous projects in Business, Web and Portal Applications. Experience in the modernization of Software Applications away from Mainframe to new Client Server environments. POS revenue generating application implementations with system integrations in the areas of Wifi, Medical and SPA environments. Experience integrating Vendor software into Corporate Enterprise systems, Content Document Management, Scanning and Imaging experience. Hands-on software development and Business Rules team management. Specializing in Waterfall and Agile hybrid software development methodologies. Managed Agile Sprint sessions and software development upgrade releases. Contributor to daily Scrum sessions seeking quick resolutions of hot issues.

Oversaw Infrastructure projects for Call Centers (DOM/INTL), Operations Centers, Division Offices, Universities, Hospitals, Cruise ships and Call Center relocations. Project team that built a large LATAM Call Center (housing 2000 staffers) merging and eliminating in-country sales offices. Managed the networking of previously standalone medical devices to Medical facility and applications on Cruise ships. Managed projects to implement new Wifi POS systems, adapted system networks to allow for the use of mobile tablet technology and refreshed IT Security devices onboard over cruise ships. Refreshed servers and communications hardware to maximize data throughput in regional offices.

Wide range of diverse project managing experience domestically and internationally (including Global, Latin American {LATAM} and Caribbean regions). SDLC: Software and Systems Development; HR Apps, Infrastructure Construction Buildouts/Shutdowns; Wireless, Satellite and Telecommunications; Asset Management; Document Management, Scanning and Imaging experience managing projects; Software/ System/ Hardware Deployments and Refreshes (PCs, Tablets, Servers, Copiers, Scanners, Networks and Printers); Enterprise Level Upgrades and Software Deployments (Operating Systems, Email Clients, Database Upgrades and Applications); supported client offices, training rooms, labs and call centers. Over 10 years of hands-on Software Development and Systems Implementation. Enterprise Account / Customer Relationship Management with client relationships at Senior or Executive Level Management; Single Point of Contact accountability; Operations Management; Systems Administration; Quality Management/ Service Delivery/ Help Desk/ Desktop Delivery support and working with Cross Functional Multicultural teams; managed Contract, Service Level Agreements, Escalations and Stakeholder expectations; Incident / Problem Management; Hardware and Service / Vendor management. Administrative Team Leadership and Globalized Staff Management experience in both functional and matrixed environments. Bilingual, fluent in the English and Spanish languages.

Core Strengths

Cost Reductions & Process improvement projects

Proven Track record: projects on-time, within budget and meeting objectives

Experienced in running Project Meetings (Kickoff, Status Meetings (Internal/Client)

Highly effective in leading teams and driven for performance. Leader and Team player

Budget and expense control (Project P&L) experience with multi $ 10 million projects

Client and Executive Facing, Account Servicing and managing SLAs & OLAs

Best Practice contributor and PMO participating member

Train and mentor internal/external personnel at all levels

Domestic and International project managing with onsite / remote / offshore resources

Transitioned New Accounts as Primary / Single Point of Contact

Strong written and verbal communication skills to all Stakeholders on a timely basis

Detail oriented and analytical, experienced in requirements gathering

Highly motivated and success driven on independent and team assignments

Experienced in Leading teams during UAT

Highlights of Accomplishments

Implemented and deployed Medical Applications at Hospitals, Clinics and within Cruise ships medical facilities.

Managed moves and expansion projects of Call Centers both domestically and internationally.

Managed projects that involved Database and Software upgrade rollouts to over 2500 workstations nationwide

Reengineered mainframe process to reduce processing time by 40 % (24 hours) and storage space by 50 %, while not impacting user response time.

Coordinated setup of new enormous Latin American Call Center that supports Helpdesk and Sales staff with over 3000 workstations and eliminated all previously existing regional offices.

Managed matrixed international service delivery staff and third party vendors, deploying software upgrades, maintaining hardware and infrastructures throughout 15 Latin American countries.

One of the original core System Designers and Project Leaders on the Amadeus Global Project.

Technical Strengths

PM Methodologies: PMBOK, GSMS, SDLC, CMMI, WATERFALL, AGILE, SCRUM, LEAN SIX SIGMA

PM Plans: Charter, Scope, WBS, Cost/Budget, Schedule/Time, Resources/Staffing, Change/Configuration/Integration, Procurement, Risk/Issues/Forecasting, Implementations, Documentation/Communications, Quality Assurance/Control

PM Tools: MS Office Suite (Word, Outlook, Excel, PowerPoint), MS Project, MS Project Server, MS SharePoint, Visio, Bugzilla, SAP, Borland StarTeam, CA Service Desk, Requirements Gathering Specs, Project (Plans, Budgets, Issue Logs, Schedules, Checklists, Workbooks, CA Clarity PPM, BMC Remedy, CA Service Desk, JD Edwards Supply Chain, Hyperion reports and Meeting Facilitation Tools (Google groups, GoTo Meeting, WebEx, MS Lync).

Department Collaborations: Technology/Engineering, Operations, Software/Product Development, Business Units, Pricing/Revenue Mgmt, Sales/Marketing, Accounting, Project Management Office, Account Team, HR, Training and Quality Management

Hardware: Dell, HP, Apple, Konica, Cisco, IBM, UNISYS, Toshiba, Lexmark, 3com, Canon, Fujitsu, Kodak

Operating Systems: Client Server: Windows, UNIX, LINUX, SQL Server; Mainframe: TPF (Real Time), MVS (Batch)

Software: MS Office Suite, Versonix Seaware/Seaweb, Remedy, LOTUS Notes, LYNC, OneNote, DocuShare, SameTime TPF, Assembler/BAL, PL/1, Sabretalk, COBOL, C, C++, VM/CMS, CVS/Toolbox, Dev Toolkit, ECM, EAI, MVS, IPACS, JCL, Endeavor, ISPF, FTP, Asset Center, Service Center, Planview, Primavera, SAP, SQL, .NET, Silverlight, Visual Basic, WebSphere, WPRs, Borland Star Team, KOFAX, HL7, Overlook, IRMA, PRISM, RAC Assist.

Professional Experience

Freelance Project Manager Ft. Lauderdale, Florida JUN 2016 - Present

Managing real estate construction renovations, remodeling and addon buildout projects, single point of contact accountability, customer facing, leading work efforts and to deliver on time, within budget and on scope. Managed property and construction projects.

Responsibilities include planning, managing, coordinating, procurement, implementing and delivering project solutions that meet business requirements.

Manages project/construction teams and multiple outside vendors to ensure successful services delivery.

Xerox Corporation Ft. Lauderdale, Florida JAN 2016 - MAY 2016

Contract Senior Project Manager

Develop detailed plans using Project Management Institute standards Develop schedules with project tracking and oversight:

Time management -- Cost -- Deliverables risk -- Customer expectations and relationships -- 3rd party suppliers Client Satisfaction: Takes responsibility for client satisfaction with deliverables Business Development: Recognizes IM/business opportunities and helps develop them Progress Tracking:

Provide good work effort status and completion time estimates Mentoring: Provide technical guidance to more junior staff members Leadership: Provide leadership on moderate sized projects under supervision Organizing: Effectively organized and prioritizes work.

Royal Caribbean Cruise Lines Miramar, Florida JUL 2013 - JUL 2015

Contractor Senior Project Manager thru Insight Enterprises: Shipboard and Shoreside Projects - Infrastructure and Software Development

Managing projects, single point of contact accountability, leading work efforts and to deliver on time, within budget and in scope. Managed EMR/Electronic Medical records Application (using Satellite communication to relay protected Patient Medical information from ships back to Mainland repositories taking safeguards to be HIPAA compliant), managed the infrastructure networking of previously standalone Medical devices, adapted the integration of new vendor POS systems into use within the RCCL enterprise and implemented several Internet/Wifi security projects.

Responsibilities include planning, managing, coordinating, procurement, implementing and delivering project solutions that meet business requirements.

Manages project team and multiple outside vendors to ensure successful services delivery.

Consult with and develop technical resources for methods, procedures and standards and working with third-party vendors to implement final solution.

Norwegian Cruise Lines Miami, Florida JUL 2012- JUL 2013

Manager - Business Rules Applications Software Development using Versonix Seaware/Seaweb

Lead, planned, organized, directed and supervised the Business Rules development team in the development and support of business rules and processes required for new deployments or the improvement of existing systems. Managed all procedures related to the identification, prioritization and resolution of business requests. Assisted the team with analysis, design, programming, management and maintenance of business rules in order to meet milestones and goals. Managed offshore and onsite resources.

IOD (Information on Demand) / Automated Document Solutions (ADS) Davie, Florida JAN 2010– MAR 2012

Project and Program Management

Managing of Projects and Programs, Establishing Project Management Processes and Procedures

System Designing, Training Management and Overseeing Systems Implementations (onsite & remotely)

Requirements Gathering, Equipment Procurements, Movement and Expansion of Call Centers, Supported Web Applications and Client Server environments, Networking of Office equipment and communications to and from the Web Hosting site

Managed third party and hardware vendors contracts

Face to face Account Relationships and Stakeholder Management

Lead UAT Testing, Quality Assurance and Sprint Release Communications

Mentoring, developing PSO Project Managers and providing Project Management Training sessions

Providing project/program management and system designing support for the HealthCare Industry. Managed Software customization/upgrades, Infrastructure buildouts/modifications and HR application projects. Implemented projects for the conversion of Paper Medical documents to Electronic Medical Records using KOFAX Document Management and Imaging software. Oversaw the customizing of Software for new database management systems for the release of Patient Medical Information data to Hospital Information Mgmt Systems, ICD-10 Readiness Training and eligible parties to receive the sensitive Patient information. Managed several HIM projects for hospitals and clinics (HIM, EMR and EHR systems: Epic, Cerner, Sovera, Streamline). Lead Project teams ranging from 10 to 50 Team members.

Electronic Data Systems (EDS) - Continental Airlines, Shares and Sabre CRS/Reservation systems 2000-2008

Continental Airlines and Shares CRS account, Miramar, Florida OCT 2005 - JUL 2008

Project Management and Software Development

Managing of Projects and Applications Software Development

Requirements Gathering, System Designing and Overseeing Software Development Projects

MS Project reports / Health Checks / Gate Reviews

Metrics / Time Reporting / Configuration items / Defect Collections / Quality Assurance

Financial reports and account expense system chargebacks

Participated in PM forums and contributed to Best Practices as part of the PMO

Provide project management, system design and TPF/MVS application software development support to allow for the synchronization of OA Reference records and Availability Status information between the SHARES TPF RES system and Linux Servers. Lead a team of 8 Software Developers on projects that applied coding logic and business rules while extracting information off legacy Mainframe systems and redirected to new Windows client/server Web-Hosting applications.

Sabre Travel Network account, Miami, Florida OCT 2000 – OCT 2005

Project Management, Regional & International Project Coordination, Account Relationship Mgmt

Transitioned and Managed Account for the EDS Desktop DSS team while residing at the customer site. As the Single point of contact answered all questions, issues and statuses for the organization, always promoting efficient operations. Worked with the Sabre Travel Network Latin American Client and the EDS DSS to coordinate all delivery activities, attended status meetings to discuss services/support issues, established policies and procedures. Engaged DSS Operations, Account team, Client Management Office, third party and hardware vendors to resolve Contract and Service Level Agreement issues.

Regional Project Coordination for the Caribbean and Latin America, lead a team of 15 Field Engineers providing leadership on all project and work activities spanning the entire region. Coordinated hardware and software deployments/rollouts; device upgrades/refresh activities; onboarding / offboarding personnel; familiar with procurement procedures; coordinated Office, Call Center and Training Room equipment installs/de-installs; Asset Management inventories; managed problem escalations; resolved problems, Breakfix and Customer Service issues.

Education and Certifications

Education: Bachelor Degree in Business Administration - Major: Management Information Systems (MIS) Minor: Computer Science - Florida International University Miami, Florida

Professional Certifications:

- Project Management Professional (PMP) from the Project Management Institute (PMI)

- Executive Certificate in Project Management from Florida Atlantic University

- Fellow of the American Academy of Project Management Certificate (AAPM)

- Master Project Manager Certification (MPM) from the American Academy of Project Management

- Lean Six Sigma Green Belt from Florida Atlantic University

- Working towards Six Sigma Black Belt certification

Professional Memberships

Project Management Institute (PMI) – National and Local Chapter member

American Academy of Project Management (AAPM) - National member

International Air Transport Association (IATA) Strategic Partner (former member)

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