Customer Service Project Manager

LAURA (LOU) HEMMER

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Key Experience

. 12 years senior leadership experience as Chief Information and

Technology Officer

. Expert at aligning IT with business goals and strategies to allow for

rapid growth and revenue generation

. 25+ years in Infrastructure and Software design and support

. 15 years experience in business process re-engineering and change

management

Areas of Expertise

E-Commerce Requirements Design ? Marketing Planning ? Cost Analysis ?

Vendor Selection

Strategic Planning and Partnerships ? Profitability Growth ? Merger

Candidates ? Contract Negotiations Facilities Management ? Staff

Leadership and Development ? Budgeting and Forecasting ? Presentations

Customer Service ? Global Team Leadership and Communications ? BPM ? Client

Base Development

NOTABLE ACHIEVEMENTS

. Eliminated $250K in technical consulting fees through the development

of IT skills.

. Utilized strategic maneuvers to save over $2 million for the company.

. Achieved compliance for SOX, HIPAA, PCI, and SSAE-16.

. Installed state-of-the art corporate data center capable of supporting

aggressive growth.

. Played a pivotal role in tripling client base and profits in less than

five years.

. Designed and supervised the construction of a 180K square foot retail

distribution building.

. Merged disparate technologies into a world class system for high

growth company.

. Developed products, process and structure to add a B2C business line

to a traditional B2B company.

. Streamlined operational flow using automation and process improvement

for ERP implementation.

Professional experience

Centric Consulting

Senior Consultant - CIO, M&A, Financial Services, March 2014 - Present

Dental Care Plus Group

Chief Information Officer, 2002-February 2014

. Directed full-scope IT operations, including P&L, staffing, and

regulatory compliance for infrastructure, in-house software development

team and external vendors and consultants.

. Managed strategic and functional designs for move into B2C markets,

including marketing plan, product design, and strategic alliance

development.

. Led business process re-engineering for all departments. (BPM)

. Implemented ERP systems for sales, claims, enrollment and finance.

. Led team of developers in creation of ERP, CRM and Salesforce

interfaces.

. Designed and implemented high-transaction eCommerce portals for each

client segment.

. Developed business continuity and disaster recovery plans, as well as

risk management analyses.

. Designed and implemented secure eMessaging applications.

. Established social media presence and review SEO best practices and

strategy.

. Led virtualization of all production servers to reduce operational

costs.

. Automated manual and paper processes for an annual saving of over $3M.

. Developed EDI Transaction sets and HIPPA transaction standards for

organization.

LAURA (LOU) HEMMER, Page 2

CLERITY, INC.

IT Director/Business Process Director, 2000-2001

. Drove strategy and process creation across the organization.

. Significantly enhanced sales pipeline management through the

implementation of a CRM system.

. Standardized budget transparency for management by formulating an item

and material model for diverse systems and vendors.

3X CORPORATION

Senior Consultant/Project Manager, 1999-2000

. Supervised and motivated 35 associates and consultants in building and

implementing infrastructure for new or reconfigured distribution centers

for a major international retail client.

. Controlled $250M project budgets across four facilities around the

globe, utilizing cost-effective strategies and planning.

LAN VISION, INC.

Manager of Information Systems/Facilities Director, 1996-1999

. Spearheaded all elements of a $4.5M project to build a state-of-the-art

data center and completed the initiative successfully in under three

months.

. Managed all aspects of 24x7 high availability data center for EHR

healthcare data.

HOECHST MARION ROUSSEL, INC.

Senior Systems Administrator, 1990-1996

. Directed a team of 25 professionals from seven countries in defining

global rollout standards for a project supporting nearly 200K employees

at an international pharmaceutical company.

. Led team through multiple corporate acquisitions and mergers.

EducatioN

. New York Institute of Technology, MBA: eCommerce and Healthcare

Administration

o Graduated with a 4.0 cumulative GPA

. University of Southern Indiana, Bachelor of Science: Computer

Information Systems & Chemistry

TECHNICAL EXPERTISE

. ITIL Certification, Agile and Waterfall PM, Microsoft Server Products,

Microsoft Exchange, TCP/IP, Cisco, SQL, HTML, JavaScript, PBX, VoIP,

SalesLogix, Visual Studio, MVC, Linq, Web Services, jQuery, C#, ASP,

.NET, AJAX, Microsoft Access and Office Suite Applications, Linux,

Orchard, DotNetNuke, Microsoft Dynamics, CRM, ERP, EHR

memberships

. American College of Healthcare Executives (ACHE)

. National Association of Professional Women (NAPW)

. Project Management Institute (PMI)

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