Project Manager Customer Service

Charles Schad

PROJECT MANAGER/SENIOR BUSINESS ANALYST

*** ******* ***** ****

860-***-**** East Haddam, Ct 06423 **********@***.***

Profile Summary

Project Manager/Business Analyst/Trainer with expertise in insurance,

government and financial industry products and processing. Experience

includes defining, validating, and translating business needs into systems

requirements via Joint Application Design work sessions, SCRUM meetings,

core design group meetings. Develop use cases and user stories. Draw

process flows, facilitate c-Level and Management meetings. Develop test

plans and conduct testing. Develop training plan and execute it

(Instructional design, Web-based training). Experienced with Vendor

Management, RFP development and business continuity.

Business Process Reengineering - Many of my projects have been enterprise-

wide deployments, necessitating a large degree of intensive change

management and restructuring of business processes. This begins at

project inception by gaining high-level buy-in from management and

continues through the life of the project. At every possible juncture, I

advocate for including users in the change management and process

reengineering, finding this breaks down resistance and invests users in the

project's success.

Technologies/ Methodologies - COBOL/JCL, .NET, Oracle DB (with Oracle

Discoverer), DBMS, SQL, QA/QC, Agile, waterfall, hybrids, Rational Unified

Process, various specialized system development life cycles, Clarity,

Planview, FACETS, FileNet

Key Strengths - Strong communications and interpersonal skills. Effective

liaison between business users, subject matter experts and IT staff.

Ability to manage multiple projects related to technology/automation. Self-

starter. Detail and deadline-oriented.

Professional Experience

Greenlight Consulting, Glastonbury, CT - Project Manager/Senior Business

Analyst 2012 - Present

Project Manager

. Managing projects written in .net using the Agile development

methodology.

. Assisting on multiple projects in areas of instructional design,

business process re-engineering, testing, business continuity and

vendor management for small consulting firm.

Current projects include:

. Working for Fortune 500 Insurance and Investment companies

. Developing an Agile technology presentation to introduce it to an

organization's upper management, highlighting features and benefits

. Serving as vendor liaison for all accounts

. Developing test scripts for mid-sized project for Medicare

. Training BA staff on Agile methodology

Highlights:

o Analyze business requirements (user stories) and technical

specifications to identify quality issues

o Responsible for the representing user interests in all design and

development work sessions

o Communicate data and quality issues to the development and business

team during daily SCRUM meetings

o Develop courses for clients using Instructional Design methodology.

Deliver in classroom or Web-based.

o Identify, record and track defects

State of Connecticut - Project Consultant 2006 - 2012

Project Manager

. Developed organizational change and process management strategies

using Lean and Six Sigma

. Developed standard templates for project artifacts and ensure their

enterprise-wide use

. Identify and mitigate risks, processing redundancies and opportunities

for fraud or security breaches

. Liaised with vendors to ensure completed, tested and timely

deliverables

. Trained and mentored team of business analysts in requirements

building, flowcharting, and development of use cases and high level

and detailed design and test documents

. Developed and maintained all project artifacts including project

plans, business and system requirements, communication plans, test

plans, training plans and materials; Developed use cases, workflow

Visio diagrams, SharePoint 2010, and PowerPoint presentations for

stakeholders and upper management. Introduced Agile methodology to

State of Connecticut.

. Developed solid and collaborative relationships with both business

owners and IT staff to ensure completeness, accuracy and

comprehensiveness of all project artifacts through JAD sessions, small

and large work groups and personal interviews to support business

process excellence

. Conducted gap analyses to ensure that current states were thoroughly

documented for IT and vendors and future states were clearly explained

in order to produce products that met strategic business goals

. Used knowledge gained though developing project artifacts to suggest

and implement business process improvements and changes

Highlights:

. Document repository project - Designed OCR scanning and document

repository; resulted in immediate Return On Investment by replacing

data entry manual process with automatic scan and storage of 5000

documents per week; Designed document audit website that checked

statistically significant number of all Connecticut credential

transactions; Designed document management system for all DMV policies

using SharePoint 2010 and FileNet.

. Business Process Reengineering for Driver Services - LEAN project that

saved agency $800,000 by automating mail receivable process

(introduced OCR scanning)

. Business Process Re-engineering for Branch Operations - LEAN project

that sought to engineer new business processes for DMV branches.

Produced immediate results in several key problem areas resulting in

better customer service. Reduced customer waiting time by 20 minutes.

. Real ID project - initiative to make State of Connecticut DMV

compliant with Federal Real ID Act of 2006. Compliance (required in

order to maintain Federal funding) was achieved on time and within

budget. Heavily involved with BPM, as Federal guidelines dictated a

sea change in how the agency conducts its business

. ReROD (Re-engineering of Registration of Drivers) project - in-house

effort to implement state-of-the-art hardware and software to

radically improve DMV processing throughout the agency. Artifacts

became basis of Request for Proposal when management decided to

procure a Customized off the Shelf (COTS) solution from outside

vendor.

Aetna, CT January - Project Manager/Senior Business Analyst 2005 - 2006

. Researched, analyzed and documented all business workflows for

corporate General Ledger system.

. Wrote functional specs for PC-based program.

. Results of effort included $1 million savings for all corporate

general ledger activity.

UOP - Project Manager/Senior Business Analyst 2003 - 2004

. Assessed corporate knowledge culture and made appropriate suggestions

for improvement.

. Developed succession planning documentation and job profile online

surveys delivered to select departments, management and customers.

Result was that the company had a secure and sustainable repository of

employee intellectual capital that greatly reduced the negative impact

of retirements, transfers, etc. and saved $1 million in the first year

of implementation.

. Conducted numerous BPM sessions.

Hartford Insurance Group - Project Manager/Senior Business Analyst 1998-

1999, 2001- 2003

. Architected and implemented first knowledge/documentation repository

in insurance industry. Developed taxonomy, designed user interface,

identified feeds from other systems, managed data gathering and

presented to C-level staff. Result was single source of information

for nearly all information needs and a $2.5 million savings in the

first 18 months (FileNet).

. Researched, analyzed and documented work request process for IT

department users (programmers, analysts, testers). Result was a

consistent development and maintenance process that closely aligned

business needs with technical resources.

Blue Cross/Blue Shield - Project Manager 2003 - 2004

. Managed 3 million dollar data warehouse project using unique hands-on

approach. Met with all project members to build an alliance that

resulted in overall success.

. Designed and documented Systems Development Life Cycle (SDLC) process

for new projects and maintenance projects. Result was a consistent,

department-wide adherence to structured development.

. Researched, analyzed and documented both business and systems

procedures for security and disaster recovery. Result was conformance

to Federal auditing requirements.

. Developed and analyzed business workflows for data warehouse

application. Workflows were used in system redesign and training.

Designed and developed electronic training and system process

documentation repository for data warehouse application. Conducted

needs analysis and designed repository for development staff and end

users. Result was immediate productivity in an unfamiliar application.

. Designed and developed documentation solution for IT claims department

at Blue Cross/Blue Shield Medicare Division. Evaluated needs and

designed architecture to contain both systems development

documentation and internal and government publications. Result was

central source for information to meet corporate business intelligence

needs.

State of Florida - Project Manager 1998 - 1999

. Assisted prime vendor in developing comprehensive business process

documentation in anticipation of a national database project using

state-of-the-art imaging, electronic document management and automated

workflow software. Effort was used as a basis for the National Crime

Information Center (NCIC), the most widely used crime database in the

U.S.

Travelers Insurance Company -Project Manager/Senior Business Analyst/Senior

Training Developer 1997 - 1998

. Analyses of business requirements

. Analyzed data, assisted in design of data warehousing application for

actuaries.

. Supervised 5 Business Analysts

. Designed and developed interactive training that explained the new

technology and how they could best use it in their jobs (these were

employees that would formerly ask IT for reports and the concept of

generating a report was foreign to them).

United Technologies Corporation/Computer Sciences Corporation - Project

Manager 1996 - 1997

. Developed all systems documentation and business process documentation

and stored it in a knowledge repository that was used by CSC teams to

whom UTC had outsourced their entire IT department. Worked with senior

and junior level employees on a fast-paced schedule to deliver clear,

accessible documentation that team members could use to immediately

begin performing their jobs.

EDUCATION, CERTIFICATIONS, PRESENTATIONS

BA in English and History - Dean's List

University of Connecticut

Graduate Programs

University of Connecticut, University of California, and Fairfield

University

PM Certificate and LEAN Certificate from University of California

Certified Neuro-linguistic programming (NLP) facilitator, Certified

Clinical Hypnotherapist

Seminar Presentations:

KM World- Santa Clara, CA - Workflow Optimization, Performance Enhancement

Mapping. Knowledge Retention

Disaster Recovery Convention - San Diego - Developing an Emergency

Knowledge Recovery Plan

Central Connecticut State University - Collaboration - How to Get the Best

out of Your Staff (3 sessions)

American Records Association - Knowledge Retention

Society of Information Managers - Hartford, CT - Turning Knowledge into

Profits

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