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Project/Program Management, Operations Manager, Client Delivery/Suppor

Fort Lauderdale, FL
April 27, 2016

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CLIENT CENTRIC PM/Manager/Director

A results-oriented leader with 20+ years of building client relationships, expectations, timelines and anticipated results through developing and refining processes to enhance service. Strengths include Project/Program/Account Management, utilizing multiple methodologies including Waterfall, Agile, and SCRUM. I believe in constructing relationships through innovative thought processes while reaching across functional teams affecting a competitive market advantage for the business and clients served.


● Project Management (17 yrs)

● Program Management (16 yrs)

● Technical Support (20 yrs)

● Account Management (15 yrs)

● Client Development (20 yrs)

● Manage/Plan Budgets (15 yrs)

● Process Improvement (18 yrs)

● DR/BCP Plans and Coordination (15 yrs)

● Quality Assurance (10 yrs)


FIS/Prepaid/Operations/Technical Services - Sunrise, Florida 1995 – 2015

PMO Director of Technology Services

Collaborated with functional managers for resource allocation, analyzed business, technical, and operational requirements for multiple business units.

Directed a team of 12 Project Managers for multi-level initiatives supporting various business lines.

Managed teams providing focus on issue resolution and tight delivery timelines by encouraging team engagement and collaboration to identify impediments and improvements to processes.

Implemented administrative aspects of cross-functional project teams, ensuring accountability of project deliverables without defects and on target.

Developed comprehensive work breakdown structure, project plans, schedules, budgets, and status reports.

Managed administrative aspects of an enterprise technology team, by conducted reviews, establishing goals and objectives in alignment with strategic direction.

Created standardized dashboards consisting of burn-down charts, Key timelines indicators, milestones, risk, and action items,

Analyzed and collaborated with business line executives for prioritization of business initiatives.

Responsible for managing Internal CAPX and Client driven IT project teams, activities pertaining to the elaboration, construction, documentation, and implementation of multiple projects.

Managed domestic and international deployment teams for driving client deliverables and corporate commitments. Comprised of small, medium, large time-box sized projects.

Prepaid Production Support Manager 2010– 2013

Managed 24/7 Production Support team, Disaster Recovery Site Commander while overseeing the division’s top 10 financial institutions portfolios.

Reviewed and monitored client contracts and Service Level agreements, invoices and receivables.

Managed release schedule and IT resources to ensure minimal impact to daily operations.

Coordinated with IT staff for “on-call” support and managed client bridge lines.

Successfully enhanced client relationships through regular meetings/conference calls with all stakeholders ensuring maximum level of service.

Created strong relationships with all client management executives by ensuring the client’s overall objectives and requirements were attained and implemented.

Established relevant performance metrics, and tracked client issue logs and providing Root Cause Analysis.

Actively collaborated with clients, IT Staff, Operations, and executive leadership on identifying key issues (product/platform/financial/regulatory) affecting performance and actively managed to resolution.

Collaborated with corporate Business Continuity Office to document and develop the Disaster Recovery/Business Continuity Plan for the Prepaid line of business.

Documented and communicated Disaster Recovery/RPO/RTO objectives to the business and its customers.

Developed Disaster Recovery plans, call trees, exercise objectives, and managed the yearly exercise for the business.

Analyzed, documented and tracked results, via RAID log.

Quality Assurance / Change Management 2009 – 2011

Supported key stakeholders across platforms, functional code review and managed release schedule. Lead business improvement processes to enhance customer experience through strategic planning, operations, and quality control guidelines.

Interacted with an international team, providing direction, quality training and updated policy/procedure guidelines resulting in 90% reduction of defect/deployment errors.

Managed release cycle across multiple platforms

Evaluated release notes and provided guidance on supporting documentation.

Evaluated testing nomenclature to ensure accuracy of test plans to business delivery.

Implemented a quarterly release schedule with stakeholder buy-in.

Identified opportunities for deployment efficiencies.

Implemented and supported warranty controls across delivery channels

Constant communications between LOB, clients, and Executive Management.

Sr. Project Manager 2007 – 2010

Managed and responsible for a multitude of Scrum, Agile, and Waterfall Projects.

Facilitated the upgrade of Hardware, Software, and Operating Systems of the Prepaid Platform.

Collaborated with senior architects to ensure compatibility/functionality of existing services.

Communicated and identified client platform migration schedule.

Worked diligently with clients and internal delivery teams to ensure zero impact to daily operations.

Managed the migration of the Prepaid Data Center from Sunrise FL to Little Rock AR.

Collaborated with facilities on consolidation of staff, offices, and equipment to reduce real estate footprint.

Managed & implemented various prominent client portfolios comprising of Travelex’s (Global Visa/MasterCard travel currency programs), American Express Global Services, Visa and MasterCard Chip and Pin implementation and conversions, as well as countless other projects.

Business Solutions Consultant 1995 – 2006

Provided sales solutions to the National Sales Business Development teams across multiple lines of business, including Core Processing, Electronic Funds Transfer, Plastic Card Production, Item Processing and overall financial services operations.

Conducted review of RFP, and business requirements supporting the National Business Development teams

Project administrator facilitating the sales experience for all sales executives.

Product owner developing a new customer experience during the annual Client Conference, growing from 10 to over 75 products.

Supervised and monitored brand promotions at user conferences, trade shows.

Conducted onsite consulting with clients to analyze operational efficiencies and business processes resulting in an annum of 12%.

Designed, developed and implemented business policies and procedures.

In charge of analyzing marketing collateral to ensure accurate details of product offerings.

Developed a relationship with employees to improve attendance, reduced attrition, and developed sales materials and incentives to encourage employees to use their time and resources more effectively.


Performance Arts Capital University, Columbus, Ohio 1979


Excellent organization, attention to details, and time management skills.

Successful managing multiple projects, priorities, schedules and scope accomplishing committed deliverables.

Proficient in Word, Excel, PowerPoint, Outlook, SharePoint, Project, Visio, Acrobat, Jira, Lotus Notes,

Computer literate with both PC and Mainframe Operations

Exceptional with comprehending new software programs and functionalities rapidly.

Analytic thinker remaining cognizant of client expectations and timelines.

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