Manager Customer Service

GLYNIS L. DESKINS

**** ****** ******, ************, ** 46410

219-***-**** ( **************@*******.***

SENIOR APPLICATION DEVELOPMENT MANAGER

Solutions-focused, MBA-credentialed IT Professional with a comprehensive

background in directing application development and project management

initiatives. Effective communicator and liaison, known for building

strategic partnerships and alliances. Skillfully execute technically

complex projects by managing large, cross-functional teams across multiple

locations. Highly versatile; quickly masters new roles, responsibilities,

technologies and environments. Continuously pursues opportunities to learn

and takes on challenges for further professional development and growth.

CORE COMPETENCIES

Technical Troubleshooting ( Application Development ( Project Lifecycle

Management ( Strategic Planning

Cross-Functional Team Leadership ( Quality Assurance ( User Training &

Support

Client Relationship Management ( Resource Allocation ( Problem Solving (

Staff Recruitment & Motivation

Requirements Gathering Management ( Testing Coordination Management ( Issue

Resolution Management

KEY AWARDS

Award of Excellence for Outstanding Achievement (Project Management

Office), 2008

Gold Award for Commitment to Excellence (Building a World Class PMO), 2007

Award of Excellence for Outstanding Support (PeopleSoft HCM Initiatives),

2006

Action Award for Cross-Team Achievement (CMMI Capability Maturity Model

Integration), 2005

PROFESSIONAL EXPERIENCE

LTC Consumer, Merrillville, IN

Senior Technical/Administrative Specialist (2014 - Current)

Community Hospital, Munster, IN; Methodist Hospital, Merrillville, IN

Volunteer - Social Services; Front Desk/Registration Coordinator (2014 -

Current)

Alzheimer's Patient Caregiver Specialist/Financial Planning Management

(2009-2014)

Maintained sole responsibility for caring for aging parents with Dementia

and assisting in activities of daily living. Assumed the role of Power of

Attorney for both parents and managed their finances. Implemented

activities to keep parents mentally and physically stimulated. Accompanied

parents to and from home/facility for appointments and activities. Prepared

and served meals. Assisted with bathing, toileting, dressing and personal

hygiene. Monitored blood pressure, vital signs, pulse and temperature.

Administered prescribed and over the counter medications. Worked closely

with a number of organizations to ensure a safe home environment and that

both parents received the appropriate level of care while living at home

and after being placed in a nursing home facility.

HEALTH CARE SERVICE CORPORATION, Chicago, IL

Manager of Project Management (2007-2009)

Maintained full accountability for training, leading and staffing a cross-

functional team of 21 direct reports with responsibility for spearheading

$10 million in annual projects. Applied strategic planning, prioritization

and project management skills toward consistently achieving critical

deadlines while maintaining high quality standards. Efficiently planned and

coordinated workflow, defined requirements and delegated assignments to

optimize utilization of human capital and operational resources. Tracked

individual staff proficiency levels and facilitated training opportunities

for staff to stay abreast of new tools and processes.

Achievement Highlights:

. Played a key role in leading the start up of the ITG PMO, including

strategically recruiting and effectively interviewing, screening and

testing candidates.

. Designed, developed and implemented an automated Project Manager and

Relationship Manager Survey process.

Continued-

GLYNIS L. DESKINS ( Page 2 ( **************@*******.***

Supervisor of Application Development (2003-2007)

Led a team of 12 application developers with responsibility for directing

multiple projects to maximize efficiency and achieve critical timelines.

Managed application development projects to ensure on-time completion while

maintaining high client service standards.

Achievement Highlights:

. Stayed abreast of new technologies and provided ongoing support for the

application development of various modules of the PeopleSoft HCM system

including, Time and Labor, Employee Self Service and Manager Self

Service.

. Contributed information gathering, needs assessment and analytical skills

toward effectively and diplomatically responding to client issues for

timely resolution.

-

Application Team Leader (1999-2003)

Managed, mentored and motivated a team with responsibility for overseeing a

broad range of IT application development projects, with an emphasis in

development support for the PeopleSoft HR & Payroll system. Trained and

supervised junior staff in all aspects of day-to-day activities and

monitored performance to ensure compliance with internal policies and

procedures.

Achievement Highlights:

. Executed key technical application development support for the

implementation of the upgrade from PeopleSoft HRMS version 6.12 to 7.51;

7.5 to 8.1; 8.1 to 8.8.

. Facilitated the integration of online customizations to the PeopleSoft

HRMS system and provided on-going support.

. Actively supported the rollout of eBenefits and eProfile modules

including Workflow.

Career Note: Additional experience as Senior Programmer/Analyst and

Programmer/Analyst.

EDUCATION

Completed Coursework for Certification in Practice Workflow & Information

Management and Redesign Specialist - October 2011

Master of Business Administration - Keller Graduate School of Management,

Chicago, IL

Major in Management Information Systems Management, Minor in Mainframe

Technology

Honors: Graduated Magna Cum Laude

Bachelor of Science - DeVry Institute of Technology, Chicago, IL

Major in Computer Information Systems

Honors: Valedictorian, GPA 4.0/4.0, Graduated Summa Cum Laude

Associate of Science - IVY Tech State College, Gary, IN

Major in Computer Information Systems

Honors: Graduated Magna Cum Laude

TECHNICAL PROFICIENCIES

Language & Software: BASIC, CICS, COBOL, IMS, OS/JCL,VISUAL BASIC, C++,

HMTL, FOXPRO, RPG, SQR, SQL, PEOPLECODE, WORKFLOW, APPLICATION ENGINE,

DATAMOVER, IMPORT MANAGER, DB2, DOS 6.0, TSO/ ROSCOE, WINDOWS 95/98, NT,

XP, 7, MS Office Suite, MS Access, PC-FOCUS, UNIX, Excellerator, MS Visio,

MS Project, Clarity, EPIC Software System, Velocify CRM, Zoho CRM, Glance

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