PMP certified application development/support director

SUMMARY

Results-driven PMP certified Information Technology Professional, with

solid background in technical analysis, project management, and people

management. Detail-oriented with the ability to analyze and resolve

problems throughout the Software Development Life Cycle (SDLC). Team

leader with excellent organizational, interpersonal, and communication

skills. Known for effectively managing virtual teams and delivering

quality changes under tight deadlines.

PROFESSIONAL EXPERIENCE

EXPRESS SCRIPTS, INC. formerly MEDCO HEALTH SOLUTIONS, INC. (Franklin

Lakes, NJ) 1991 - 2013

Pharmacy Benefit Manager (PBM)

Director, Claims Production Support Organization (2011 - April 2013)

Managed a support budget of $4M, a combined on-shore and off-shore staff of

150, and an average annual ticket count of 3K. Documented best practices

learned while integrating the Medco and ESI claims processing support

organizations. Managed and coordinated claims processing integration

issues, ensuring critical issues were addressed within 24 hours. Provided

status updates on critical issues to Senior Management. Provided weekly

and monthly metrics reporting for ticket trends, backlog, and

productivity.

. Coordinated cross training of staff in various applications (such as

Point of Sale, Client Benefits, and Eligibility), resulting in a more

efficient staff, able to solve problems across applications.

. Converted the contractor model from staff augmentation to managed

services and defined vendor accountability, that resulted in improved

ticket turnaround time.

. Mentored, trained, and assisted a student from the Workforce Opportunity

Services (WOS) program, in understanding and pursuing potential career

opportunities.

Sr. Manager, Member Accounts Receivable, Specialty Pharmacy, Production

Support (2005 - 2011)

Created control charts and operational metrics to measure the progress of

the support team. Completed business requirements, Statements of Work,

and contracts for domestic consultants. Coordinated with business owners,

development, and QA to prioritize and schedule monthly changes, in

waterfall and agile environments. Managed monthly scheduled releases by

reviewing requirements, assigning tasks, and supervising staff to ensure

quality projects were delivered on time. Directed implementation of

projects such as Copay Waiver and E-checking, allowing Medco to offer

valuable options to clients. To maintain compliancy, managed

implementation of projects such as Medicare D and NPI. Involved in

Capability Maturity Model Integration (CMMI) planning sessions to help

Medco receive level 3 accreditation.

. Created centralized production support team, with mainframe and

distributed applications, which reduced ticket backlog by 60% and saved

$200K.

. Introduced agile process workflow, facilitated by SharePoint, to

streamline the change process.

. Reduced ticket backlog, by implementing a triage process to review and

schedule production tickets.

. Eliminated repeat offender problems by determining root causes and

implementing preventive measures.

. Co-chaired monthly Managers' Forum Committee, which acted as liaison

across development, business, and product teams, to learn and implement

improvements.

Manager, Pharmacy Batch Systems, Member Accounts Receivable (2000 - 2005)

Managed enhancements to the DEA reporting system, to maintain a compliant

status. Directed the implementation of a new Member Accounts Receivable

reporting process. Coordinated tasks for changes needed for HIPAA

compliance (including SSN to non-SSN conversion).

. Led Medco implementation of an automated system to simplify transfer of

prescriptions among different PBMs.

. Using Six Sigma methodology, helped the pharmacy reduce the number of

prescriptions cancelled monthly.

. Instructed staff to proactively correct global issues found while

diagnosing specific problems, reducing future issues.

Express Scripts / Medco (continued)

Project Manager, Pharmacy Batch Systems, Member Accounts Receivable (1998 -

2000)

Coordinated Y2K database and coding changes for select application areas.

Designed, coded, tested, and interfaced with vendor for conversion of

credit card processor.

Project Leader, Client Financial Systems, Member Accounts Receivable

(1997 - 1998)

Coded and tested conversion of G/L and A/P Drug systems to Merck. Managed

monthly releases and help desk tickets through analysis and scheduling of

fixes.

Application Architect, Senior Programmer/Analyst, Programmer/Analyst (1991

- 1997)

Client Financial Systems, Rebate Processing, Member Accounts Receivable

Integrated Legacy A/R and Reconciliation Billing system into MSA.

Participated on Merck/Medco G/L Re-Engineering Project. Provided

production support for rebate systems (formulary, generic, product

assurance). Maintained A/P, A/R, G/L, and Payroll systems, making changes

as requested by business owners

NEW YORK UNIVERSITY (New York, NY), Senior Programmer Analyst

1988 - 1991

DEAN WITTER REYNOLDS, INC. (New York, NY), Senior Programmer Analyst

1986 - 1988

BROOKLYN COLLEGE - CUNY COMPUTER CENTER (Brooklyn, NY), Programmer Analyst

1982 - 1986

EDUCATION/PROFESSIONAL DEVELOPMENT

Brooklyn College - City University of New York

1984

B.S. - M.P.S. in Computer and Information Science and Economics

PMP Certification (PMI) 2013

MEDCO Internal Training

Managers Experience 2007

Leadership IT Academy (LITA) 2004

Six Sigma Green Belt 2001

AWARDS/ACCOMPLISHMENTS

Medco Core Services Leadership Award - client servicing, quality, and

operational improvement 2010

with the creation of a centralized production support group

Medco Chairman's Award - innovation on the Grand Slam/Medco Advantage Team

2006

Merck-Medco Appreciation Award - cancellation audit efforts on Project

Argentina 2001

Merck-Medco Appreciation Award - the Cancellation Team Six Sigma

initiative, by reducing defects, 2001

improving business processes, and promoting higher degrees of customer

satisfaction

Merck-Medco Appreciation Award - developing and implementing the Copay

Waiver / Quick Start project 2000

Merck-Medco Award of Excellence - A/P implementation of JD Edwards

1997

Merck-Medco Award of Excellence - G/L implementation of JD Edwards

1997

TECHNICAL BACKGROUND

COBOL2, DB2, CICS, OS/JCL, EzTrieve Plus, TSO/ISPF, OS/Utilities,

IDCAMS/VSAM, SPUFI, FileAid, Librarian, Xpeditor, SYNCSORT, ENDEVOR,

MS Office Suite, SharePoint.

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