Mark Fenaughty

Cheshire, CT

ac2ffb@r.postjobfree.com - 203-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

Portfolio Support Analyst - Strategic Projects PMO MassMutual - Enfield, CT - 2014-05 - 2017-05

Supported annual budgeting, prioritization, and project intake processes for strategic IT project portfolio for 4 lines of business.

Supported monthly prioritization process, project activation, and managed portfolio database. Managed Demand-Capacity process for business resources on strategic IT projects. Business Consultant - Executive Benefits

MassMutual - Enfield, CT - 2012-05 - 2014-05

● Business Lead on large conversion project employing SDLC. Ensured accuracy and scope of project charter, functional requirements, business readiness plans, test plans, and data conversion requirements.

● Partnered with cross-functional teams, IT, and system vendor to maintain rigorous focus on project risks

(scope, resources, cost, quality, stakeholder buy-in, business readiness). Ensured mitigations were identified and implemented.

Director - Client Services

MassMutual - Enfield, CT - 2011-09 - 2012-05

Managed/coached team supporting new business onboarding, billing, payments, policy service, and custom reporting for group and individual policies (UL, VUL, BOLI/COLI, & Private Client).

● Designed and implemented controls to ensure compliance with SOX, Anti-Money Laundering, FINRA 38a-1, and Foreign Account Tax Compliance Act (FATCA) regulations. Director - Billing and Collections

MassMutual - Enfield, CT - 2006-01 - 2011-09

Managed/coached team supporting billing, payment processing, and suspense management for individual and employer-sponsored Universal Life and Variable Universal Life insurance policies.

● Partnered with IT and system vendor to improve billing efficiency, quality, and customer satisfaction.

● Partnered with Finance on new suspense database to improve visibility, provide effective controls, and drive down backlog.

● Designed and implemented controls to ensure compliance with SOX, Anti-Money Laundering, FINRA 38a-1, and Foreign Account Tax Compliance Act (FATCA) regulations. Senior Supervisor - Customer Services

CSC Business Process Outsourcing (BPO) Services - Wethersfield, CT - 2003 - 2006 Managed outsourced call center team supporting 250,000+ Whole Life policyholders (700-1200 calls/day).

● Managed daily staffing to meet client's rigorous wait time and abandonment SLAs. Monitored metrics hourly, daily, and monthly.

● Developed custom forecasting and staffing tools based on "Erlang C". Agent / Registered Representative

New York Life - Windsor, CT - 2002 - 2003

Sold life insurance, annuities, and college savings plans. Consultant

Essential Logic - Glastonbury, CT - 2001 - 2002

Worked to expand the firm's technical and strategic consulting services into the banking market. Product Manager

Concentrex, Inc. / MECA Software - Trumbull, CT - 2000-04 - 2001-02 Defined product strategy, prepared product plan, recruited/managed beta testers and development partners for online banking and bill pay system.

● Trained sales force on features and competitive position; presented at trade shows and annual user group meetings.

Senior Account Manager

Concentrex, Inc. / MECA Software - Trumbull, CT - 1995-09 - 2000-04 Led client engagement teams and managed relationships with financial services clients.

● Drove requirements, project schedules, and managed project risk.

● Focused on meeting customer requirements, increasing customer satisfaction, managing to revenue targets and service metrics, developing reference accounts, and driving add-on business. Senior Project Manager

Olivetti North America - Shelton, CT - 1992-09 - 1995-09 Managed teams implementing customized banking systems for largest U.S. bank.

● Managed on-site technical support team providing client with national rollout support, remote system administration, release management, and daily support for systems installed in client's U.S. branches. Product Manager

Olivetti North America - Shelton, CT - 1989-07 - 1992-09 Managed product life-cycle for client-server banking branch automation systems. Managed development partner relationships. Led team that implemented company's first Windows 3.0 application. Project Manager

Olivetti North America - Trumbull, CT - 1986-05 - 1989-07 Managed multiple projects to implement and deploy customized applications for bank branches. Senior Software Engineer

Olivetti North America - Trumbull, CT - 1984-05 - 1986-05 Hands-on technical leader; led teams developing custom banking applications for bank branches. Software Developer

Four-Phase Systems / Motorola Solutions - Cupertino, CA - 1983-05 - 1984-05 System software enhancements for general-purpose business minicomputer system. On-site beta test support. Senior Software Support Analyst

Four-Phase Systems / Motorola Solutions - Cupertino, CA - 1982-05 - 1983-05 Second-level technical support to Systems Engineers in field offices; release management improvements. Senior Systems Engineer

Four-Phase Systems / Motorola Solutions - Los Angeles, CA - 1980-07 - 1982-05 First-line technical support and system administration for clients using multi-workstation mini-computer system. EDUCATION

Computer Learning Center

Liberal Arts

University of Connecticut

Liberal Arts

Bates College

SKILLS

BILLING, ACCOUNT MANAGEMENT, BUSINESS REQUIREMENTS, CUSTOMER SERVICE, EXCEL CERTIFICATIONS/LICENSES

Series 6

2002-11 - 2003-12

Series 63

2002-11 - 2003-12

Series 26

2006-05 - 2012-12

Series 66

2006-05 - 2012-12

Life and Health Insurance

2002-09 - 2003-12

ADDITIONAL INFORMATION

SKILLS & TRAINING

Project Management • Business Requirements • Cost Benefit Analysis • Risk Management • Change Controls Business Readiness • Billing • Customer Service • Call Center • Account Management • Compliance Controls Lean Six Sigma • Continuous Process Improvement • Problem Solving • Root Cause Analysis Excel • VBA • PowerPoint • Visio • SharePoint • MS Project

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