CHARLES T. SHERMAN

** *** ******, **** **

Worcester, Massachusetts 01609

(508) 842–1687 home ~ (774) 262–4113 cell

acn1zc@r.postjobfree.com

SUMMARY

Disaster Recovery Administrator/Business Continuity Planner with proven business background, technical

knowledge, interpersonal skills, and the ability to manage multiple simultaneous projects; a talent for analyzing

business requirements/technical requirements, identifying integration issues, creating technical specifications,

documenting enterprise applications and delivering cost effective solutions on tight project schedules with

limited resources and overlapping resource priorities. Adapts quickly to changing situations or requirements;

owns the requisite experience and skills necessary to develop resolutions and mitigations in a challenging work

environment through teamwork, goal setting, and follow-through. Possesses a reputation as an effective liaison

between technical resources, business users, and third party infrastructure providers; utilizes strong project

management skills, full knowledge of the software development lifecycle (SDLC), Use-Case

diagrams/documentation, technical documentation, and a talent for consensus building. Demonstrated expertise

in business continuity planning, resumption of business processes, systems recovery documentation, internal

and external testing of recovery strategies. Trained by DRI International in the 10 core competencies of

Business Continuity.

EXPERIENCE

TJX Marlborough, MA – Contractor 11/2014 – Present

Disaster Recovery Administrator (Disaster Recovery Services)

Utilizing Disaster Recovery Best Practices to perform semi-annual Disaster Recovery tests in partnership with

Sungard Availability Services. Test execution utilizes Disaster Recovery Plans developed and maintained to

internal cooperate standards. IT Infrastructure includes mainframes, AS400, networking, networking protocols,

storage backups, UNIX/LINUX/Wintel/ESX/VM servers and OS, Oracle Databases, file transfers, system

authentication, system security, desktops, datacenter cabling, datacenter environments, and data replication

technologies. Both dedicated and shared environments are utilized at the Sungard Availability Services

Datacenter, A Business Recovery Center is also utilized at Sungard as part of the semi-annual testing.

Focus to meet the corporate Disaster Recovery and Business Continuity vision

Create and maintain technical team/application team failover plans, facilitate review meetings for technical and

application recovery plan development, ensure plan creation, conduct design review schedule to ensure plans

are updated according to company policies and procedures (annually, semi-annually), review and submit plans

for signoff

Facilitate meetings with the PMO (Project Management Office) to ensure changes to existing

infrastructure/applications are updated in the recovery environment (coordinate changes with the corporate

change management policy) and ensure new initiatives have the required Disaster Recovery/Business

Continuity focus

Conduct, monitor, audit and document time lines for all recovery testing exercises including tabletop exercises

with simulated incident scenarios, plan walkthroughs, offsite infrastructure and application recovery at the

technical and business recovery centers

Define, determine and document goals, objectives, expected results and success factors of each test, work with

internal teams and external recovery facility to schedule and document test requirements, infrastructure

configurations, ensure recovery facility availability, corporate resource availability for each test, document all

test results and schedule follow-up sessions to document what went well and areas in need of attention for future

tests, document all test results, prepare summary and detailed reports for management as required

CHARLES T. SHERMAN

Skill Sets Include:

• Change Management: utilizing the Service Now Tool

• Project Management: utilizing MS Project to maintain the Disaster Recovery Test Exercise Plan as

well as for Project management of pre-test tasks and post-test follow-up

• Technical Documentation Creation and Maintenance: utilizing Word, PowerPoint, Visio, and

SharePoint to create and maintain documentation

• ITIL, COBIT, and ISO Best Practices and Standards: for application/database recovery and

application implementation

• Business Continuity (DRIi – Disaster Recovery International) and Risk Management Best

Practices: for establishing RTOs/RPOs, Risk Identification and aversion, as well as Business

Resumption using recovered applications and infrastructure

Fallon Community Health Plan/ Fallon Health, Worcester, MA 04/2013 – 11/2014

Senior Business Systems Analyst/ PMO (Project Management Office)

Key leadership role in bridging the needs of the business with the use of IT infrastructure systems for EDI

(Electronic Data Interchange) file processing. Works with the Massachusetts Health Connector and CMS

(Centers for Medicare and Medicaid Services) to implement systematic processing for 834 EDI Enrollment

files, and 820 EDI Payment files. Works internally at Fallon Health to develop a process for standard extract

files in EDI format for data transmission with existing and new vendors.

Work with business groups, vendors and management, to analyze, develop, document and implement very

detailed functional requirements and specifications, data models, use cases and business processes for proposed

solutions to business requirements. Provides recommendations on the nature, scope and complexity of solutions.

Specific Project Experience:

834 Enrollment File Processing:

• Gather business and technical requirements for implementation of systematic processing of 834

Enrollment files from the Massachusetts Health Connector and Mass EOHHS (Executive Office of

Health and Human Services). Prior process was to download data to spreadsheets and manually key

enter the file data.

• Document processes for file processing with third party (offsite) claims and enrollment processing

hosting vendor

• Facilitate testing with both the Health Connector and EOHHS for enrollment files

• Document and test internal dashboard to navigate Business users through EDI file loads and error

processing

• Document user guide for dashboard users

• Facilitate training of Business Users on Dashboard functionality

• Document process for monthly reconciliation between State Enrollment Systems (systems of truth) and

Fallon (vendor hosted) enrollment and claims processing systems

• Continue to work with Health Connector and EOHHS to expand enrollment processing as functionality

of state and federal websites matures

820 Payment File Processing:

• Gather business and technical requirements for implementation of systematic processing of 820

Payment files from the Massachusetts Health Connector, Mass EOHHS (Executive Office of Health and

Human Services) and CMS (Federal offices of the Centers for Medicare and Medicaid Services).

• Document processes for automated file reconciliation of payments with third party (offsite) claims.

Enrollment, and bill processing system (hosted by a vendor)

• Facilitate testing of payment files with the Health Connector, EOHHS, and CMS

CHARLES T. SHERMAN

Federal Cost Share Reduction Payments and Subsidies:

Cost Share reduction payments are payments made PMPM (per Member per Month) to subsidize Health

Benefits at the benefit level rather than at the plan premium level. In other words subsidy payments go

to reimburse Fallon Health for actual claims paid for a Member rather than subsidizing the Member’s

monthly premium.

• Gather business requirements for the following:

o Identify the Member and Claim Population eligible for subsidies

o Track per Member per Month payments (by Member) for the State and Federal governments

o Determine Subsidy level for each Member (Three Subsidy levels)

o Create process to allocate paid claim responsibility into four buckets: Member responsibility,

Fallon Health responsibility, State Subsidy responsibility, and Federal Subsidy responsibility

o Create Reconciliation process to systematically reconcile claims payments and responsibilities

to per Member per Month payments received from the State and Federal governments (monthly

reconciliation – internal only, quarterly reconciliation for financial statements, annual

reconciliation to settle up with the State and Federal Governments to return overpayments or

bill for underpayments)

Standard Extract and Data File Exchange Project:

As the face of Health Care changes Fallon Health is utilizing its technologies as well as EDI file

standards to share information with current and future vendors and business partners. The goal is to

create a standard extract format of data fields on all EDI format files as well as a Provider Information

file. The object is to utilize efficiencies and expertise and consolidate the time it takes to start a data

exchange.

• Gathered business and technical requirements for files (including data element names, location of the

data stored in the database(s), as well as queries used to extract the data.

• File Formats/ Types Include:

o 270/271 Benefits Inquiry and Response (including an ‘unsolicited’ 271)

o 837 Claims File

o 834 File to provide Member Demographics

o Provider Demographics File

Fresenius Medical Care, Lexington, MA 09/2012 – 04/2013

Senior Business Systems Analyst/ Enterprise Applications

Documented Enterprise Financial and Clinical Systems for US Branch of Worldwide Kidney Dialysis Company.

The systems were Siemens brand systems hosted in Lexington, Massachusetts consisting of 3 of each system (3

clinical and 3 financial - 1 of each hosted on physical hardware, and 2 of each hosted on virtual hardware). Each

system supported roughly 1/3 of the Kidney Dialysis Clinics in the US with room for growth and expansion on a

2 phased system. Performed a key leadership role in bridging the needs of the business with the use of IT

infrastructure systems, including telecommunications, networks, databases, remote access, servers, SAN storage

and other infrastructure systems technology. Worked as a liaison with the business to elicit, analyze,

communicate and validate requirements for changes to infrastructure systems.

• Worked with business groups, vendors and management, to analyze, develop, document detailed

systems documentation including:

o Computer Hardware Architecture

o Network Diagrams

o Data flow diagrams of data through the system including:

Appointment Scheduling and Follow-Up

Flows of Clinical Diagnosis and Data

CHARLES T. SHERMAN

Ordering of Medical Supplies for Treatments

Payment and Billing including Health Care Claims to Private Insurers, Medicaid, and

Medicare

o Network Storage including SAN Infrastructure

• Worked closely with technical engineers to detail architecture and Network diagrams

• Worked with a variety of Clinical Managers and end users ensuring diagrams meet the needs of clinics

and Business process owners/users understand the data flows in and out of the system

• Worked closely with project managers to diagram system and network upgrades as a result of planned

projects, active projects as well as acting as a resource during project planning, testing, and

implementation stages of projects.

• Advised to team members on how to resolve analytical and technical problems using systems diagrams

• Worked with QA (Quality Assurance) to develop detailed diagrams for test plans and test cases

• Provided systems documentation for Disaster Recovery Teams and Disaster Recovery Exercises

DentaQuest Ventures, Charlestown, MA 04/2009 – 09/2012

Senior Business Systems Analyst/ IT Infrastructure

Key leadership role in bridging the needs of the business with the use of IT infrastructure systems, including

telecommunications, networks, databases, remote access, servers, SANs and other infrastructure systems

technology. Worked as a liaison with the business to elicit, analyze, communicate and validate requirements for

changes to infrastructure systems.

• Worked with business groups, vendors and management, to analyze, develop, document and implement

very detailed functional requirements and specifications, data models, use cases and business processes

for proposed solutions to business requirements. Provided recommendations on the nature, scope and

complexity of solutions.

• Worked closely with technical engineers and a variety of end users to ensure technical compatibility and

user satisfaction

• Worked closely with project managers, demonstrated leadership on project teams and acted as a

resource during project planning and testing stages of projects. Advised team members on how to

resolve analytical and technical problems.

• Coordinated and managed small to medium sized technology projects and initiatives

• Developed detailed test plans and test cases. Executed test plans, use cases, end to end system test plans,

and documented results. Tested and debugged systems for clarity and accuracy.

• Coordinated user acceptance testing, documented results, and obtained business stakeholder signoff

Specific Project Experience:

Disaster Recovery and Business Continuity Planning (DR/BCP):

• Gathered business and technical requirements for offsite application recovery during a disaster

event/situation

• Managed RFI/RFP process to select vendor (Eagle Rock Consulting) to manage DR/RFP for offsite

recovery

• Implemented off site business and technology recovery (Co-Lo/Warm Site) of core claims processing

system and supporting applications at SunGard facilities in Carlstadt, NJ and Marlborough, MA

• Documented disaster recovery/business continuity plans for 7 locations (including 3 main data centers)

CHARLES T. SHERMAN

• Documented technical recovery plans for warm site, co-location, shared services, and 6 internally

recovered applications

• Administered/directed disaster recovery tests including internal tabletop exercises, off site

application/services recovery, remote business and technical recovery sites

• Implemented Blackboard communication system to notify employees at site/team level of a disaster or

emergency situations

• Initiated enterprise participation in the Corporate Emergency Access System (CEAS) a pre-event

credentialing program, officially recognized by local authorities, to allow access to business employees

to restricted areas following an emergency event

Integrated Voice Recognition (IVR) System:

• Gathered business requirements for enterprise wide IVR benefits system for members and providers

• Managed RFP process for selection of vendor to design and implement enterprise wide system serving

15 million members and providers

• Designed and documented call flow documentation for detailed bilingual IVR process

• Increased call completion rate from 10% (Legacy System) to 50% (IVR)

Server and Technology Hardware Inventory:

• Documented inventory of over 800 servers in 3 major data centers

• Documented infrastructure inventory of SAN, scanners, telecom, network and desktop hardware for the

enterprise

• Designed and implemented server commissioning/decommissioning process using Altiris/Help Desk

notification and ticket tracking

• Designed server/network/infrastructure hardware replacement tracking process to monitor/anticipate

hardware replacements costs 5 years forward aligning with enterprise budget and strategic planning

Desktop Upgrade Project:

• Gathered business and technical requirements for enterprise wide rollout of Windows 7 and Office 2010

upgrade for 1400 users

• Documented rollout, hardware replacement, application and user testing strategies for upgrade

Audio Video Project:

• Gathered business and technical requirements for enterprise wide audio video system for conference

rooms and desktop conferencing in eight locations

• Managed RFI/RFP process to select vendor to install audio video system (fall 2012) and provide system

training and support

Mercer Human Resources Outsourcing, Norwood, Massachusetts 07/2007 to 01/2009

Senior Business Systems Analyst/ IT Infrastructure Project Manager

Gathered and reviewed business/client requirements, analyzed, evaluated, and defined scope/objectives for IT

infrastructure projects. Ensured new or upgraded applications received the necessary hardware, security and

network resources to meet business requirements including disaster recovery and business continuity planning.

Served as primary liaison between IT and business and collaborated with solutions delivery/testing teams to

meet user acceptance criteria. Managed and supervised all infrastructure design, data modeling, relational

database design, and programming (forms, reports, queries, macros and modules) for applications,

implementation and training. Monitored change requests and supervised the change management process.

Forecasted 2008 and 2009 IT budgets. Scheduled and implemented VPN (Virtual Private Network) upgrade.

Accomplishments included:

• Successfully identified 30 servers to be decommissioned, resulting in a reduction in hosting fees of

$300,000.00 + per year. Spearheaded project to inventory all applications and IT infrastructure. Automated

escalation procedures and change management notification process.

CHARLES T. SHERMAN

• Responsible for successful transition of applications from prior parent company hosting to third

party vendor hosting with no interruption in service

• Developed disaster recovery functionality and tested solutions for critical applications at remote site

• Incorporated disaster recovery solutions in new project development

• Facilitated global application development portfolio meeting. Streamlined the escalation of project

issues resulting in improved resolution time.

• Negotiated service level agreements (SLAs) including application uptime/availability and escalation

timetables with third party infrastructure providers

• Used the Alertra tool to implement client web availability reporting; provided individual clients real

time information on percentage of uptime and availability. Identified root cause of outages, and

expeditiously reduced downtime.

• Collaborated with Finance to centralize processing for software acquisitions and software

maintenance requests. This reduced turnaround time and eliminated duplication, resulting in greater

efficiency and cost savings.

Investors Bank and Trust/ State Street, Boston, Massachusetts 04/2006 to 07/2007

Senior Business Systems Analyst, Quality Management and IT PMO

Provided requirements gathering for database driven release tracking system designed and introduced by

Enterprise Release Management. Planned and conducted monthly recap meetings to review project status and to

identify, isolate and resolve issues that potentially impact service levels and productivity. Gathered, compiled

and released Enterprise Release Management metrics for monthly recap reporting to senior leadership team.

Updated and maintained the quality management and change management intranet website to provide accurate

real-time information. Utilized Crystal Reports application to design and build customized reports for the

business and IT groups. Built and maintained collaborative relationships within Investors Bank and Trust

business and systems groups. Accomplishments included:

• Developed and maintained project dashboard to prepare comprehensive and accurate monthly

reporting of the IT project portfolio

• Reviewed project risk and deliverables with project managers to ensure complete compliance with

systems development methodology and quality control guidelines

• Scheduled and ensured project checkpoints within the lifecycle of all projects, including project

initiation, requirements walkthroughs, and production readiness. Compiled a statistical history of all IT

projects and deliverables against scheduled milestones.

• Conducted weekly release management meetings to ensure 100% adherence to the systems

development lifecycle. Approved documentation and signoffs for application code being released into the

production environment. Worked to resolve identified issues for projects pending release.

• Developed and implemented training sessions for both project tracking system and IT Finance

project capitalization process

• Projected and tracked spending against budget for IT PMO projects and streamlined the IT Finance

change control processes to ensure project budgeting issues were resolved in a timely manner

Fidelity Investments, Marlborough, Massachusetts 02/2000 to 04/2006

Senior Software Engineer/ Analyst

Executed daily operations of data conversions needed for 401(k) and non-qualified benefits packages for

Fidelity Human Resources Company. Wrote, developed, and maintained a library of reusable SAS programs to

facilitate a seamless and logical transition of prior record keeper 401(k) data while maintaining quality program

structure design standards. Collaborated with business partners to clarify client objectives, identify operating

CHARLES T. SHERMAN

procedures, and resolve any conversion issues prior to receiving live client data. Prepared ad-hoc reports and

spreadsheets to diagram and illustrate the sequential steps of client data conversion. Accomplishments included:

• Instrumental in reducing conversion cycle times by 50% during the test phase and by 64% during

live phase of the conversion, resulting in shorter blackouts and out-of-market times for users

• Successfully identified potential risks in the data conversion process with effective documented test

plans and reports. Gained client confidence and approval before live client data was converted. These steps

were instrumental in preventing financial loss to both Fidelity Investments and their clients.

• Applied extensive business knowledge to mentor and train conversion team members as well as

Fidelity data conversion consultant auditors to provide ultimate customer satisfaction

• Demonstrated excellent project management skills and consistently met or exceeded required

Sarbanes–Oxley guidelines as well as department standards and deadlines

Keane Consulting, Boston, Massachusetts 01/1998 to 02/2000

Consultant/ Senior Consultant

Supervised Y2K troubleshooting efforts for a large utility company and worked with external business partners

to identify and resolve potential Y2K issues. Provided a seamless transition and ensured accurate customer

billing through and after Y2K. Promoted to the role of Senior Consultant after 18 months and mentored other

consultants.

Star Market Company, Cambridge, Massachusetts

Supermarket Management 1976 to 1998

Executed daily operations of a $30M per year supermarket, increased profitability by as much as 50%, provided

maximum customer service and was instrumental in training and developing up to 250 store associates.

Successfully managed operations through a physical plant remodel while maintaining company standards.

Worked as a part-time clerk through high school and college and was selected for the corporate Management

Training Program. Achieved promotions to department manager, assistant store manager, and store manager

positions. Managed several store locations including a flagship store.

EDUCATION

Master of Business Administration in Global Business & Finance (MBA): Clark University, 2004

Master of Science in Computer Information Systems (MSCIS): Bentley College, 1999

Bachelor of Science in Marketing: Boston College, 1976

POFESSIONAL TRAINING/CERTIFICATIONS/AFFILIATIONS

Lean Six Sigma Yellow Belt Certification: May, 2014

Business Continuity Planning and Certification: Disaster Recovery Institute International (DRI)

• BCLE 2000, Business Continuity Planning, 2011

Certified Business Continuity Professional (CBCP) exam passed/certification in process

• HCP 501, Business Continuity for the Healthcare Industry, 2012

Certified Healthcare Provider Continuity Professional (CHPCP) exam passed/certification in

process

Network Technology and Administration Certificate: Bunker Hill Community College, 2014

Crystal Reports: New Horizons, 2010

CHARLES T. SHERMAN

Association of Contingency Planners: Member, Greater Boston Chapter

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