Manager Project

SYNOPSIS

I have over twenty-five years of experience in the business and Information Technology field currently focused on managing Collection Application Development team of twenty-six within the Solutions Bridging team. I have managed teams ranging from four to twenty-eight employees including fulltime employees (FTEs) and contractors at remote and local sites. I have a full knowledge of system lifecycle from business conception to implementation and post implementation. I have been very successful in managing large-scale projects (Agile and Waterfall methodologies) and completing them on time and under budget.

My current responsibilities include directing and managing the development of Collections Application within the Collections Center of Excellence. I am currently managing 5 separate teams.

I excel in the ability to engage with business and technical partners early in problem solving and requirement definition to help develop and implement the best solutions. I have a keen ability to evaluate current business environments and present recommendations along with action plans for improvement.

Throughout my career, I have developed a very broad and strong understanding of technologies and ability to create overall system solutions. I am able to communicate technical solutions in business terms to help bridge the communication gap. Current focus is on creating Digital applications and streamlining current mainframe processes and storage architectures to be more efficient and easily accessible to the digital applications.

I excel in bringing together diversified, skilled team members in achieving a common goal. I can successfully communicate up and down the management chain. I have made numerous formal presentations to upper management, corporate executives and government dignitaries. I take pride in enthusiastically attacking difficult issues and projects with minimal supervision and am very process / standards oriented. My achievements have been rewarded with exceptional reviews, substantial bonuses, Outstanding Performance Awards, Champions Excellence Awards and promotion to the next level.

DETAILED WORK HISTORY

Citicorp Credit Services, Inc. July 2010 – Present

Hagerstown, MD

POSITION: Application Development Senior Manager

DUTIES: Responsible for managing the development of Cards Collections Applications which are focused on Collection Strategies, Agent Scorecard / Commission, Customer Contact Development and Distributed Controls Systems. Team consists of twenty-six developers including twelve offshore resources.

Major

Accomplishments:

Reduced Technical Project completion times 50% by implementing more Agile Methodologies

Reduce Companies Net Credit Loss (NCL) figures 20% by implementing projects that helped make contact with the customer to obtain payments or make payment arrangements

Created self-help applications for business partners to help resolve issues or questions they had about their area. For example, a Collection Agent’s Scorecard is used to determine compensation. The designed system help the managers resolve any issues or problems that arose without having to open a trouble ticket to technology.

Managed the Collections onboarding of the new CitiCards customer Costco which entailed the onboarding of over 2 million Customer’s accounts.

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Citicorp Credit Services, Inc. January 2006 – June 2010

Hagerstown, MD

POSITION: Senior Project Manager / Group Manager

DUTIES: Responsible for the successful implementation of Voice Response Unit (VRU) projects in support of the various CitiCard products. Manage a geographical dispersed team of 16 project analyst and managers. Duties include interfacing with business and technical partners to ensure VRU services reflect the desires of our credit cards customers as well as ensuring the proper handling of customers bypassing the VRU. The primary responsibility is to provide the best "customer experience" within the VRU. Detailed responsibilities include project management, capacity planning, employee development, recruiting, budgeting, product improvement, training, oversight of business systems implementation and troubleshooting.

Major

Accomplishments:

Responsible for onboarding Service Engineering offshore contractors which include the integrating of over 100 offshore resources into the Service Engineering workforce reducing overall payroll figures

Implementation of Natural Language Voice Response Unit technology. This increased the usage of the VRU approximately 30% vs speaking to a live agent resulting in significant overhead savings.

Created Audit Control and Compliance processes for the team to help avoid audit / compliance issues

Citigroup Real Estate Servicing and Technology (CREST) March 2002 – December 2005

Frederick, MD

POSITION: Systems Engineering Manager

DUTIES: Manage seven systems engineers supporting a total of seven sites within North America. Major responsibilities include the implementation, configuration and maintenance of the Continuity of Business (COB) site in Frederick, Maryland that included over 270 servers and the supporting network and telephony infrastructure. Also responsible for implementation of business systems as well as systems supporting the corporate infrastructure across seven sites. Other duties include project management, risk assessment, staffing and performance evaluations.

Major

Accomplishments:

Upgrading of the Frederick Continuity of Business (COB) site to prepare for an additional 300 servers.

Migration of the 7 mortgage sites to the Microsoft Active Directory platform, which will enable better standardization across all of the CREST sites. This task included migrating over 2,000 users and over 300 servers.

Efforts were recognized with exceeded and far exceeded expectation ratings.

Citicorp Credit Services, Inc. January 1996 – March 2002

Hagerstown, MD

POSITION: SYSTEMS ARCHITECT / TECHNICAL PROJECT MANAGER

DUTIES: Managed the implementation of the Peoplesoft Human Resources application to over 600 workstations in 10 sites. Duties included guiding business partners in the process and procedures of system implementations. Other duties included creation of workstation package, project schedule, configuration management, and post implementation user satisfaction.

Major

Accomplishments:

Implemented the System Management function, which was conceived in a position paper and presented to the Chief Architect.

Designed and managed the implementation of the Enterprise System Management project (Tivoli), which was installed across 10 geographical sites monitoring approximately 600 servers (AIX, Solaris, & Windows NT). This project was completed in January of 2001, on time and $400,000 under budget.

Successfully led a 12-member "SWAT" team in the investigation and correction of random unknown system outages effecting the Customer Service NT Application (UCSS). This application is critical to the day-to-day success of the business. I was able to unite a cross-sectional business functional / technical team spread across different geographical areas to complete the assignment. At the completion of the assignment a formal report was completed with suggested actions. The recommendations were implemented and resulted in today's more stable environment.

Science Applications International Corporation (SAIC) October 1994 – January 1996

Chambersburg. PA

POSITION: SENIOR NETWORKING SPECIALIST

DUTIES: Lead Telecommunications Specialist involving client/server communications. Responsibilities included developing LU 6.2 client/server links in support of the Total Asset Visibility (TAV) system. This involved the communications setup, development of the client/server programs, and the integration into the Graphical User Interface (GUI) or other user interfaces. Other links were developed using TCP/IP Berkley Sockets 4.0 (BSD 4.0) and C++ programs. Other duties included the troubleshooting of existing links and process improvements where necessary.

Major

Accomplishment:

Designed a multi-platform architecture, which incorporates the "open systems" concept to house future Army Logistics applications. This design included migration strategies, man-hour estimates, milestones and funding requirements. The architecture was designed to utilize mid-tier processors running UNIX or OS/2 operating systems and connecting to workstations and mainframes via TCP/IP. The system used SQL compatible database products to house the data at each tier.

EDUCATION

University System of Maryland at Hagerstown (Hagerstown, MD)

Currently in planning stages of working towards Bachelor of Science Degree during evening hours.

Hagerstown Junior College (Hagerstown, MD)

Associates Degree – GPA 3.67

North Hagerstown High School (Hagerstown, MD) -- Graduated College preparatory curriculum.

Multiple Networking Courses: Multivendor Networking, Hands-On Internetworking with TCP/IP,

Computer Network Architectures & Protocols, Network Planning, Support and Management, Hands-On Novell Networking, Hands-On Internetworking with UNIX, Tivoli TME 10 Framework 3.6., CCNA1 Networking Fundamentals (required for Cisco certification)

Programming Courses: Object-Oriented Analysis and Design with C++, Essential VB

Project Management: Numerous Agile and Waterfall methodologies courses.

Multiple Database Courses: Hands-On SQL, M204 Administration, System 2000 Administration

Platform Specific Courses: Hands-On Windows 2000, Novell 5.1 Advanced Administration, Planning Implementing and Maintaining a Microsoft Windows Server 2003 AD Infrastructure

Management Courses: Project Management Certification Program, Introduction to Capability Maturity Model, Citicorp Leading People, Employment Law Clinic, Giving & Taking Criticism, Behavioral Interviewing

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