Project Manager Customer Service
Resume:
Kevin J. Lynch
***********@*******.***
IT GRC SECURITY ASSURANCE and PREPARDNESS - PROJECT MANAGEMENT OFFICE -
SYSTEMS DEVELOPMENT LIFE CYCLE
SUPPORTING DISCIPLINES
IT / Governance / Risk Management / Compliance and Control / Security,
Assurance and Preparedness / PMO / SDLC / Network Infrastructure / Business
& System Analysis / Application Development, Design, Deployment and Support
/ Testing / Troubleshooting / Implementation / Integration / Business
Development / Training / Systems and Capacity Planning / Cost Containment /
Contract Negotiations / SME
BUSINESS APPLICATION EXPERTISE
Health Information Technology / Health Care Maintenance / Sales and
Marketing / Insurance / Call Center FTR & QM / Video Conferencing /
Financial / DR & BCP / Manufacturing / Personal Products / Logistic / CRM /
ECM / RDBMS
Recognized as an accomplished Project Manager providing IT solutions to
Fortune 100 companies and State of NJ government agencies by developing and
maintaining key alliances through building consensus and motivating teams
in a creative environment.
Responsible for IT Governance, Risk Management, Compliance, Security &
Assurance and Preparedness.
Proficient at Re-engineering for market expansion and contraction via
skillfully analyzing complex systems and then applying technical solutions
to achieve business goals.
Practiced in managing multiple projects simultaneously to successful
completion.
Trained to develop and integrate systems increasing efficiency and
profitability.
Experienced in Full Systems Development Life Cycle and Relational Database
Management Systems.
Served as Subject Matter Expert in various engagements.
PROFESSIONAL EXPERIENCE
Risk Controls Manager / Project Manager, ActiveHealth Management
2007 to Present
An open platform for CareEngine-based clinical decision support, personal
health records, care management programs, performance measurement, value-
based insurance design, helping to lower the costs of healthcare and
improve people's health by helping doctors ensure the highest possible
quality of care.
Responsible for the operational risk management business model which
incorporates establishing and maintaining least-privilege role-based access
controls throughout the enterprise, proactive identification, assessment,
monitoring, measurement, and mitigation of operational risks, supporting
NIST 800-53 controls, and the establishment of risk and control best
practices by assisting the VP/Head of IT Governance, Risk Mgt, Compliance,
Security & Assurance and Preparedness, understanding and responding to risk
matters in a timely manner.
Substantially improved, organized, regulated and standardized in accordance
with business best practices with rigorous adherence to newly formulated
protocols, reporting and communication for tactical improvements through
integration and consolidation of multiple, disparate entities at various
locations acquired by the core business starting with upgrades and
enhancements to:
- Centralized Active Directory including, Outlook Exchange and subordinate
features;
o Global Address List - Office Communicator (Instant Messaging) -
Public Folders - Calendaring - Distribution Lists - SharePoint -
Encryption for HIPPA / SOC2 Regulatory Compliance
- Coordination of efforts between the parent company and other acquired
entities to ensure effective integration of PeopleSoft HR with our Active
Directory controls.
- Monitoring and ensuring consistent performance of all access controls,
including certification and recertification of all employee and
consultant access privileges for compliance with SOC 2 and NIST 800-53.
- Responsible for timely and accurate response to the on-going requirement
from Sales and Marketing for completion of questionnaires as part of
prospect RFPs & RFIs, and periodic recertification questionnaires from
existing clients for Account Management providing post sales support,
responsible for responding to all IT specific questions collaborating
with Networking, Fire Wall Administration, Windows Server Support, Linux
Administration, DBAs, Change Control, Application Software Development
and IT Security.
- Promoting Security Awareness throughout AHM via Intranet and email
communications.
- Performing one-off tasks and activities to support the roles and
functions of the rest of the GRC team.
- Ensuring rapid and timely response to additional certification and
recertification questionnaires and interviews for URAC.
- Established SOC2/SSAE16 controls to obtain an unqualified opinion from
external auditor.
- Liaison with applications development and other IT support organization
to extract documentation supporting compliance with controls.
- Manage enterprise wide IT infrastructure Datacenter relocation,
transformation and migration, with requisite redesign, virtualization,
storage, and networking
- Asset Management tracking / Hardware Inventory consolidation
- RBAC recertification of Organization Department file shares
- Managed the establishment of new remote business office and consolidation
of two existing business offices.
- Unified Domain Login - VPN / RSA remote access
- Installation of two new and maintenance of two legacy Video
Communications / Presentation Centers
- Implementation of Distributed Call Center Quality Monitoring & Full Time
Recording Architecture (Verint Enterprise Intelligence Solutions)
- Manage Physical Resource moves from / to various locations including Work-
At-Home (WAH) personal additional concentration on those experiencing
latency issues
- Scanner, Copier, FAX machine installation and conversion to eFAX
- HR Shared Services using Terminal Server / Citrix
- Corporate Intranet redesign utilizing Igloo software platform
- Disaster Recovery & Business Continuation
- Selected by CEO to the Employee Engagement Committee
- Mentor, Train and Instruct associated with many of these initiatives.
EDUCATION
Montclair State B.A. Department of Speech and Theater; Broadcasting
University Section
Chubb Institute for Problem analysis, program design, data analysis and
Computer Technology management programming techniques, COBOL, Assembler,
OS JCL, VSAM.
Bergen Community A.A. Liberal Arts
College
Certifications
Project Management Software Engineering / McDonnell Douglas
Analytical Techniques
Project Management Analysis and Design Yourdon
Techniques for Effective Structured Systems
Development
Project Management Road Map Modis
DB2/SQL IBM
CICS/DB2 and COBOL-II Chubb Institute
ORACLE Themis
DB2 Delta
UNIX Computer Knowledge
Data Modeling PANTech
Intertest On-Line Software
GUI Workbench Micro-Focus
Software proficiencies
MicroSoft Cobol II Platinum Erwin
Outlook ERX 3.5.2
MicroSoft ANSI-Cobol ADR DataComDB
PowerPoint
MicroSoft CICS Lotus Notes
Project
MicroSoft Office DB2 Visio
MicroSoft Excel VSAM Fileaid
MicroSoft Word SQL Dyl280
MicroSoft Access OS/MVS/XA Easytriev+
JCL
MicroSoft Visio TSO-ISPF Librarian
MicroSoft SQL VM CMS Panvalet
Server 7.0
MicroSoft OS/2 Microfocus
FrontPage Workbench
SCLM
Information Technology Consultant, New Jersey Institute of Technology-
Center for Information Age Technology
Increased resident satisfaction with implementation of complex hardware and
software solutions to support multiple municipalities and county agencies.
Served as Subject Matter Expert for Enterprise Content Management
solutions.
Improved inventory, access, retrieval, and disposal of municipal and county
public records via RdbMS supporting the State of NJ Division of Archive and
Records Management Schedule and Retention periods for tracking the
maintained agency records.
The RdbMS increased resident satisfaction by accelerating access to and
retrieval of public records through improved efficiency of staff in
satisfying Open Public Records Act requests in reduced time.
Improved retrieval of municipal and county public records by imaging,
converting and digitizing.
Suggested, specified, requested, tracked, installed, implemented,
integrated, provided training and education in hardware and software for
conversion tools, Imaging, Scanning and digitizing, Edmonds Financial
applications (GL accounts payable and receivable, purchasing), Mitchell-
Humphries Building Permit Applications, GIS, Time and Attendance, Access
and Identification cards, Security and Video systems, Tax Collection and
Assessment software, Fire, Police, Court, Health, Housing, Recreation and
Public Works software products and Server, work station hardware support.
Increased physical storage space for municipal records by inventorying and
then purging extinct records.
Reduced exposure to litigation due to possession of expired records.
Collaborated with Agency management to expedite and ensure problem
resolution, implement systems, develop guidelines and best practices.
Performed needs assessment, system design, and IT planning, identified
opportunities, analyzes technology approaches, and make technology
recommendations.
Secured additional infrastructure projects at the City of Atlantic City.
Participated in product and vendor analysis to validate proposed solutions,
based on administrative and information requirements, as well as on
identified needs and available financial resources and provide extensive
expertise in all aspects of information technology, and office automation.
Provided training to municipal employees in all Microsoft Office products;
Word, Excel, Outlook. Each of the municipalities had to be considered
separately, due to differences in local management, personnel and resource
availability.
Instrumental in securing grant funds for future municipal IT infrastructure
projects.
Provided IT consulting to various Municipal and County Agencies, managed
project office, created help desk, deployment, installation, test,
acceptance and certification of hardware and software installed for active
network services for The City of Atlantic City. Led initiative for
feasibility studies, strategic plans and needs assessment for Cape May
County, Burlington County, Morris County, Warren County, Camden County,
City of Clifton, Woodbridge Township, Brick Township, Jersey City and the
City of Camden.
Project Manager Consultant, Allerton Associates
Successfully implemented complex hardware and software solution to support
569 Verizon Northeast Sites via centralized remote portal.
Convinced local management that centralized remote portal will improve
their technician productivity. Each of the central offices requirements
had to be considered separately due to other corporate mandated projects,
labor union involvement, local resource availability, potential loss of
local control and autonomy to centralized remote testing center.
Reduced time to resolve Tier2 Trouble Ticket by Verizon COEI Technicians
and Contractors, by developing installation guidelines and implemented
tracking system. Collaborated with Verizon management to expedite
deployment and ensure problem resolution. Developed an Access Database
system for tracking the varying state of completion of each of the sites.
Promptly conformed to a mandated regulatory change in State of New Jersey
Telecommunications regulations to minimize loss of support to Verizon
customers. Increased our involvement from installation and deployment,
through testing and database maintenance. Developed business contacts in
other areas of Verizon for Allerton Associates.
Provided IT consulting to Verizon, managing project office, deployment,
installation, test, acceptance and certification of hardware and software
installed for testing active DSL services. Led initiative for 569 sites in
the Northeast, working with managers to set up QA/Acceptance test review
meetings and to expedite deployment and resolve issues. Managed vendors
for engineering and installation. Trained field project managers and
remote testers. Subject Matter Expert for vendor proprietary hardware and
software.
Practice Manager, Modis
Successfully redeployed 20% consultants at the end of an engagement.
Decreased time necessary to present consultants to clients. Repeatedly
gained customer's confidence, leveraging experience, understanding their
requirements, their pain and their needs. That same exposure also helps to
manage the Client's expectations. Stress the importance of growing
relationships with the consultant staff to understand and gain familiarity
with their goals and aspirations.
Led pre-sales and post installation for business development support of IT
consulting organization. Managed solution design, proposals, presentations
and implementations. Developed introduction and orientation for on site
consultants. Managed 100 staff.
Project Leader / Senior Programmer Analyst, Zeitech/Modis
Extended presence at Prudential with additional projects after initial
engagement. Regulatory, Business changes and outsourcing caused confusion
in project progression. Determined completion dates and ensured buy in
from system sponsors, present to system sponsors and obtain approval of
project requirements and estimated project cost. Developed cost estimates
of proposals, defined project requirements, and created system
specifications.
Worked successfully with employee and contracted developers, managers,
directors, VPs and Senior VPs.
Directed system development life cycle for CICS application to provide
solutions for insurance transactions at Prudential. Relational Database
Management Systems. Trained end users in applications developed.
Retained by IBM Global Services as a contract consultant SME after
Prudential outsourcing. Collaborated with IBM in handling Prudential
applications.
Extended presence at Mallinkrodt-Baker with additional projects after
initial engagement of integrating data and business applications of merged
companies by gaining the customer's confidence.
Secured a Sales and Marketing information area data mart solution and
delivered enhancements due to Bio-Pharmaceutical, ISO 9000 criteria.
Delivered a Web Based HR Benefits System.
Led processes and procedures for ISO 2000 client. Assisted chemical
manufacturing client with merger, by evaluating then integrating systems.
Senior Programmer Analyst, Matsushita Electric Company, (Panasonic),
Reduced CPU resources and time required process crucial daily business and
to reconcile inventory and produce daily reports by making improvements to
the nightly batch cycle which was taking 12 hours to run at month end, in a
coast to coast environment of a 12 hour real time processing window.
Workflow and business optimization assessments were conducted reducing time
to 4 hours.
Reduced costs and CPU resources directing migration from LIBRARIAN in
VM/ROSCOE to MVS/SCLM an extremely robust source management/version control
facility by IBM which improved software application developer productivity.
SME.
Developed cost estimates of proposals from user request, ascertain and
define project requirements, develop system specifications for
enhancements, schedule project development completion dates, present to
system sponsors and obtain approval of project requirements and estimated
project cost. Worked successfully with employee and contracted developers,
managers, directors, VPs and Senior VPs at Panasonic. Various business
concerns utilized the same order processing and fulfillment system and had
to be treated as independent entities. Those entities included Automotive,
Avionics, Consumer products and Panasonics own Electronic and Industrial
Components Company. Trained end users in applications developed.
Senior Programmer Analyst, The Mennen Company
Improved marketing promotional payments application 1,000% for The Mennen
Company. Response time for legacy sales promotional payments were
functioning at one-hour completion rate. Analyzed system, data and client
needs. Developed and tested improvements, implementing changes. Reduced
response time to one-minute. Resolved back log and improved operation to
normal through put.
Managed, developed, deployed, supported Customer Service, Order
Fulfillment, Logistics, Sales and Marketing and for personal products. Led
database reorganization. Directed and advised junior programmers. Trained
end users in applications developed.
Senior Programmer Analyst, Merrill Lynch,
Created integrated customer service application for Merrill Lynch, bridging
gaps in business processes/customer support, improving satisfaction.
Company was experiencing high level of customer complaints due to slow
response. Analyzed client records and user requests/responses. Defined
project requirements and developed system specifications. Created
centralized portal, unifying applications to ensure customer satisfaction
and resolution tracking.
Managed, developed, deployed, supported Customer Service systems for
financial services to bridge gaps in business processes in order to achieve
business goals and improve retail customer satisfaction. Led database
reorganization for Relational Database Management Systems. Directed and
advised junior programmers. Trained end users in applications developed.
Programmer Analyst, Beneficial Finance
Reduced costs and CPU resources directing migration from LIBRARIAN in VM /
ROSCOE to MVS TSO / PANVALET which improved software application developer
productivity.
Managed, developed, deployed, supported Customer Service, Order
Fulfillment, Sales and Marketing and Insurance systems, for financial
services. Led database reorganization. Directed and advised junior
programmers.
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