Project Manager Customer Service
Resume:
MICHAEL L. ROSS
Durham, NC 27703
*******.*.****@*****.***
516-***-**** (mobile)
CORE COMPETENCIES
• Project Management • Application Systems Development
• Business Process Re-Engineering • Customer Relationship Management
• System Performance Management • Multi-Project Planning/Balancing
• Risk Identification/Management • Team Building/Management
• Agile and Waterfall methodologies • SDLC – both creation of & governance under
SUMMARY
Michael is a results-oriented, hands-on, S enior Project Management professional. He has an extensive, proven track
record of implementing mission-critical projects both on time and within budget using a variety of systems development
methodologies (both Agile and Waterfall, governed by full systems development lifecycles). He possesses a great deal of
expertise in managing multiple concurrent projects, their budgets and deadlines, while maintaining consistently high
quality. He also possesses expertise in management of enterprise-wide, mission-critical multi-stream programs. Michael
has demonstrated talent in financial forecasting and budgeting, and has been part of programs worth over $120M.
Proficient in development of project methodologies, processes, procedures, and standards. His career began as a
programmer and has progressed through BA, Systems Analyst, Project Leader and Project/Systems manager.
PROFESSIONAL EXPERIENCE
Carlisle & Gallagher Consulting Group 03/2014-08/2014
Project Manager (Top 6 Insurance Brokerage):
Provided strategic and tactical support on Information Security Workstream within the PMO for an Insurance Governance
improvement initiative in support of an FDIC audit. Led planning, High-Level Requirements and Solution Design across
six subsidiaries to ensure adherence to corporate standards. Led corporate team and subsidiaries SMEs in gap analysis
from current state to target state delivering a roadmap on achieving the charter objectives. Objectives included long-term
centralization staffing model, budget and capital outlays requirements.
NTT Data, Inc. (a multi-national IT Consulting firm) 08/2012-02/2014
Principal Consultant/Project Manager
Managed multiple projects for a major Health Insurance Carrier who is in the process of standing up a third-party
company that, in partnership with another state’s health insurance company, is designed to achieve economies of scale in
claims processing, in order to offer this service to other states’ health insurance companies. Managed multiple projects
simultaneously that allowed the client company to remain compliant with national, associational, and state-level
mandates. Worked with both local and near-shore groups to accomplish project objectives. Helped develop the
processes by which new PM and BA consultants were on-boarded.
Client utilizes both mainframe & client server applications and multiple DB2 and SQL/SQL Server databases. The
majority of development was done using the Waterfall development methodology, but Agile was being seriously
investigated.
Allscripts, Inc. (Medical Practice Automation Software Company) 06/2010-06/2012
Project Manager
Managed the implementation of the company’s products into client medical practices. Allscripts’ non-hospital products are
Practice Management, for the business aspects (scheduling, demographics, and billing) of a medical practice and
Electronic Health Records, for the clinical aspects (history, treatments, procedures, medications, and related ICD9/10
coding for these) of a medical practice. Reviewed client documentation to establish/finalize time-frames, budgets, staffing
requirements as well as resource allocation to the different phases of the project and created work plans and budgets for
each. Managed activities of project and staff to ensure project was progressing on schedule and within budget. Prepared
and presented project reports to management, clients or others. Tracked actual against planned project performance,
analyzed variances (if any), and worked with project team to ensure all customer needs were met while maintaining
control of the project. Managed multiple interfaces (COTS & custom-built) to Hospitals, Labs, and “smart” medical
equipment. Managed up to 30 simultaneous implementations, at different stages, into practices from 2 to 97 Doctors.
Allscripts utilizes the Agile development methodology. Their products were written as client server applications that
access multiple SQL Server databases.
Michael L. Ross Page two
actant, Inc. (Swiss-based Options Trading software company) 05/2006-12/2009
Project Manager
Managed the implementation of the company’s product to users on the American Stock Exchange (AMEX). AQTOR was
successfully implemented to over 60 new users. Achieved an over 17% improvement in cleanliness of CRM data (as
measured by reductions in errors). Created a process to integrate CRM and Billing data to provide a more complete
picture of the customer (KYC) as well as more streamlined monthly Billing. Became the single point of contact with both
customer and AMEX management, to resolve any and all issues, particularly those that arose around integration of the
product in both client and AMEX environments. Expanded the SalesForce datastore (record types and individual data
elements) to meet evolving needs. Developed training materials and oversaw a successful “Train-the-trainer” effort that
yielded two new trainers.
actant is an Agile shop. Their products are developed as client server applications accessing multiple SQL Server
databases.
THE COMPUTER TUNER (self-employed independent consultant) 02/2002-04/2006
Project Management/Systems Consulting
Managed the pre-sale requirements definition and post-sale customization efforts for a company whose product assisted
banks to be in compliance with Anti-Money Laundering (AML), Bank Secrecy Act (BSA) and Office of Foreign Assets
Control (OFAC) regulations, preventing the closure of the bank by regulatory authorities. KYC data gathering, storing and
usage practices were also reviewed
For a large Mutual Fund, led the effort that developed a process to encrypt live sensitive Customer/KYC data before it was
sent offshore. This effort was undertaken to address privacy protection and “identity theft” issues and comply with
legislation enacted in these areas (HIPAA, Gramm-Leach-Bliley Act, etc.)
Litigation Support
Developed a process that created PowerPoint presentations from text elements of legal matters (testimony, exhibits, etc.)
Product Support Analysis
Investigated levels of support available in health care franchises. This resulted in the purchases of four franchise
licenses.
SALOMON SMITH BARNEY 08/2000-02/2002
Project Manager, Mutual Funds/Limited Partnership/401K Systems
Managed staff of 12 and development budget of $1.6MM, and supported the Mutual Funds Trading, Compliance, Limited
Partnership, and 401K systems.
Led the effort to build interfaces to internet (CitiTrade) and intranet (SSB Access) trading portals, traditional mainframe
access and a proprietary TP system. Implemented verification processes in the Mutual Funds trading systems, to comply
with Anti-Money-Laundering (AML) and Office of Foreign Assets Control (OFAC) laws. These became the enterprise
model
Implemented Market Timers check in the trading system, resulting in a 20% increase in investigations. Expanded 401K
system 3rd party administrators (TPA’s), increasing TPS’s by 50% and 401K transactions by 12%. Became the conduit for
requests from the Mutual Funds Operations department, and a strategic partner in determining feasibility and
effectiveness of all systems enhancements
Salomon Smith Barney was a mixed (both Mainframe and client server) shop. The mainframe applications were written in
CICS/COBOL. The mainframe applications accessed both DB2 and SQL Server databases. The client server
applications accessed multiple SQL Server databases.
GUARDIAN LIFE INSURANCE 1998-2000
Senior Project Manager, Brokerage Systems
Managed a staff of ten, and provided support for the Back-Office Support (BOSS), Equity Agent (EASY), and Compliance
systems.
Managed the team that successfully implemented the migration of the entire book of Guardian’s old broker/dealer and
systems to a new broker/dealer (Park Avenue Securities). Assured the integrity of all Guardian-related Mutual Funds
transactions, and successfully providing all Mutual Funds-related feeds to internal systems and external authorities. Led
the team that developed the EASY system to track license/appointment data for agents, thus more tightly controlling
regulatory license renewals at both State and Federal levels. Built a trading activity Compliance data warehouse to mine
legacy systems data
AFFILIATIONS
PROJECT MANAGEMENT INSTITUTE
EDUCATION
Bachelor of Arts, LONG ISLAND UNIVERSITY
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