Customer Service Project Manager

PROFILE

Senior Information Technology Professional with over 20 years of successful technical development and management experience. Enterprise wide implementation of projects for start-up and Fortune 500 organizations including: American International Group (AIG), Interval International, Enron, Bank of America, Del Monte Fresh Produce, Ryder, Pacific Bell, and Cable and Wireless.

Unique combination of professional consulting, technical development, and management skills promote the delivery of high quality projects that meet or exceed budgetary and timeline targets.

KEY QUALIFICATIONS

Software Development Lifecycle (SDLC)

Project / Program Management

Cloud Computing / Software as a Service

Database Design (RDBMS)

Enterprise Architecture

Operations / Infrastructure Management

Information Security and Privacy

Release and Configuration Management

Business and IT Planning

Vendor Management

Health Information Exchange

Healthcare Data Exchange

Direct Messaging / DTAAP

Patient / Provider Healthcare Portal

HIPAA

Meaningful Use

INFORMATION TECHNOLOGY LEADERSHIP & IMPLEMENTATIONS

Vitalz, Miami, FL

Program Manager / CIO – (June 2008 – July 2015)

An information technology start-up vendor that provides SaaS based software solutions for its clients.

Co-founder of a software as a service company that created and operationalized an ONC meaningful use certified patient portal solution to facilitate care team communications and health record data sharing. Job responsibilities included strategic planning, management and implementation of all operational projects to meet organizational objectives.

Key Achievements:

•Managed/Mentored team of 20+ resources including business analysts, architects, developers, QA personnel and release management personnel.

•Created and implemented company-wide technology objectives and processes including the software development life cycle, IT operations/infrastructure, security infrastructure, regulatory compliance, release/configuration management, customer support/CRM, vendor management and change control management to meet ITIL best practices.

•Led team of domestic and international resources to develop software objectives using a combination of Agile and Waterfall project management methodologies.

•Managed annual IT budget including IT human resourcing, office and data center infrastructure and software procurements.

•Acted as subject matter expert and worked with product team / business analysts to gather and document all functional requirements from stakeholders including creation of use cases, process and workflow diagrams and user interface mockups.

•Led software architecture team in the creation and documentation of software business rules, web/.net architecture, database model, object technical specifications and user interface mockups.

•Responsible for modeling database architecture including over 400 tables and 1500 procedures across 4 relational SQL database platforms.

•Architected data analytics / business intelligence platform for querying and reporting regulatory measurements from SaaS platform.

•Implemented SDLC policy and procedures including implementation of team collaboration tools (TFS), source control, coding standards, code reviews, workflow processes, testing plans, change management procedures, software versioning and release configurations.

•Led the information technology infrastructure project in design and execution of a fully redundant software as a service solution in multiple tier-3 data center facilities to include network architecture, disaster recovery, sensitive data protection, and virtualization technologies. Results of infrastructure implementations led to maintaining a 99.99% uptime service level agreement with clients.

•Managed all technology vendor communications, procurement and implementations of vendor services.

•Held role of Chief Compliance Officer.

•Created, executed, and maintained all HIPAA security and privacy policies.

•Successfully completed HIPAA audits by external auditors and business associates which resulted in federal compliance.

•Led security team efforts in the implementation of an intrusion detection system (IDS), security information event manager (SIEM), network vulnerability scanner, and application vulnerability scanner.

•Designed 3 levels of support including direct consumer support and support for vendors/partners.

•Successfully completed modular certification for meaningful use stage one and two including secure messaging and view, download and transmit capabilities.

•Acted as subject matter expert on direct messaging and DirectTrust certification criteria (DTAAP CA/RA/HISP).

•Led effort in staff development and recruitment coordination of new employees and contractors.

Geoffrey Baker Inc., Miami, FL

President and Owner (March 2002 – June 2008)

A professional service organization that provided strategic technology/management solutions for clients.

Owned and managed a software consulting firm with a variety of clients in different verticals including transportation, e-commerce, avionics and telecommunication industries.

Key Achievements:

•Performed the full SDLC cycle to create several custom US copyrighted software applications for clients.

•Worked with several clients to evaluate different software packages to determine buy vs. build decision.

•Managed and implemented a five year project to upgrade a legacy DOS based road profiling application to a Windows application. The full SDLC process was used from discovering stakeholder requirements to project closure.

•Road profiling software included integration to several hardware devices including lasers, accelerometers, cameras and distance measuring devices. Software processed, stored and reported on thousands of hardware measurements recorded each second. Software product ultimately saved client from going out of business.

•Modeled database architecture including hundreds of tables, views and stored procedures using SQL Server.

•Managed procurement process with several vendors on the purchase and implementation of packaged software solutions.

•Managed the discovery and implementation of an e-commerce suite for a merchandising client in need of managing and selling thousands of inventoried items online.

•Managed an ERP installation, setup and maintenance that replaced manual work processes with digital work processes saving the company tens of thousands of dollars annually.

•Led business intelligence efforts for reporting data required to meet ISO 9001 quality requirements.

•Worked on several discovery engagements for different clients. Engagements included building business and financial plans to help customer understand the viability of the market and technology solutions to fit customer requirements.

•Managed all new business development and client relations.

Adjoined Consulting Group, Miami, FL

Project Manager / Technical Architect (June 1999 – March 2002)

A start-up industry-focused full-service management consulting and technology firm.

Co-founder of a software consulting firm that specialized in providing professional services for both custom and packaged software solutions for their clients. Organization ultimately acquired by Cap Gemini.

Key Achievements:

•Managed project team resources, deliverables, and budget during software evaluation and implementation.

•Identified package software solution vendors, scheduled and facilitated vendor demonstrations, documented software capabilities, and recommended a packaged software and implementation strategy to clients.

•Responsible for identifying packaged software solution vendors, scheduling and facilitating vendor demonstrations, documenting software capabilities, and recommending a packaged software and implementation strategy to clients.

•Designed and implemented IT / data center infrastructures for clients.

•Acted as technical and functional liaison between the clients and the software vendors.

•Designed and developed custom software web and desktop applications for clients using a variety of different technologies that best met the client requirements.

•Managed project timelines, resources and software tools to ensure project success.

•Implemented full SDLC including documenting analysis, design, development, release, and roll-out strategies.

•Modeled, deployed, and administered database and database objects.

Artech Consulting Group, Miami, FL

Project Manager / Database Architect (February 1998 – February 1999)

A start-up full-service management consulting and technology firm.

Project manager and database architect for professional service company that implemented custom applications for customers.

Key Achievements:

•Managed and implemented a custom software implementation for a Fortune 500 company.

•Led software development lifecycle to implement software on time and on budget.

•Architected software to reuse inventory instead of disposing older inventory which saved the company millions of dollars annually.

•Designed and developed custom relational Oracle database.

•Designed and developed a custom application which interfaced with Oracle financials.

Cambridge Technology Partners, Miami, FL

Technical Team Lead / Senior Programmer (January 1996 – January 1998)

A full-service management consulting and technology firm.

Technical leader on several large enterprise engagements with Fortune 100 companies.

•Designed and prototyped a customer care application for a fortune 100 bank.

•Implemented an insurance underwriting application for a Fortune 50 insurance company that was used by over 500 customer service employees to generate and track insurance sales.

•Designed and developed a module that automated the printing and storing of insurance quotations and binder letters.

•Led a user interface project team that designed and developed a custom lead management system for the customer service representatives of a Fortune 100 natural gas provider. The system provided an external interface and import utility for generating sales leads from Dun and Bradstreet.

CERTIFICATIONS

Project Management Professional (PMP)

TECHNICAL SKILLS

Databases:

SQL Server (2014, 2012, 2008R2, 2008, 2005, 2000, 7.0/6.5), Microsoft Access, Oracle, Sybase, MSDE/SQL Express

Development Languages / Tools:

Visual Studio 2013, 2010, 2008, Team Foundation Server, SQL, TSQL, PL/SQL, OSQL, SQL Server Reporting Services (SSRS), SQL Server Integration Services/DTS (SSIS), SQL Server Management Studio (SSMS), Microsoft Project, Microsoft Visio, Microsoft Office, Visual Basic, .Net, Active Server Pages, JavaScript, HTML, Delphi (6,7), PowerBuilder (5,6), SQR, IIS

EDUCATION

University of South Florida, Tampa, Fl.

Bachelor of Business Administration • Management Information System

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