Sr. Process Manager / CA Clarity PPM Administrator / Support / Metrics

Kevin S. Browne

** ****** **. ******, ** ***** 201-***-****

**********@*****.*** www.linkedin.com/in/KevinSBrowne

Analytical, solutions oriented professional with 15 years’ technology experience managing multiple systems. Creative problem solver excelling in an organization of diverse global teams. Advanced knowledge of project & portfolio management system administration. Expertise in incident management, customer support, process documentation and metrics reporting. Highly adaptable in an ever-changing, global environment. Self-Motivated to take ownership of responsibilities. Trusted owner of secure data and system controls. Focused on delivering quality results. Driven to make a positive impact on the organization.

Skills:

Secure User Setup, Access & Validation (PeopleSoft HRMS & Workday)

Incident & Service Ticket Management (HP Service Manager & Cherwell)

PPM System Administration (CA Clarity)

System Integration (Saas)

Metrics Reporting & Analysis (Pivot tables, Formulas, VLOOKUP)

Process & Policy Documentation Development (SDLC)

Global Internal Customer Support

Training Design & Implementation

Professional Experience:

Western Union 2001-2016

Sr. Process Analyst/HRIS Analyst: 2015-2016

Project & Portfolio Management System Administrator. Managed enrolling and integrating users into multiple systems. Provided service on all system related issues for over 2,000 global internal customers by owning, troubleshooting and resolving all Incident and Service Requests entered by users from initial creation to resolution. Key contributions include:

oExperienced with systems including PeopleSoft, Okta, Workday and CA Clarity to validate consistency and accuracy of resource profile data leading to more efficient resource management capabilities.

oEffectively communicated issue, cause and solution to system users within SLA policy time frame.

oSuccessfully raised time entry compliance from initial 70-80% range to retain a consistent 97% compliance average for the last three years through reporting metrics and process optimization leading to complete and accurate reporting data leveraged for organizational resource capacity planning.

oProduced and delivered weekly reports providing insight into resource work classifications based on industry standard Plan-Build-Run model. Analyzing the breakdown of hours by resource, project, organization, or manager, focusing on keeping tasks on budget, on time, and in scope.

oIntegrated and securely removed system access to over 2,000 resources within 20+ geographies meeting the SLA policy.

oSuccessfully mitigated system risk by securely granting access rights to approved users only.

oCoordinated with leadership to provide innovative solutions to improve system, process and operational functions.

oAuthored and published archive of Policies, Process Documents, and Job Aids, resulting in significantly reducing the number of system related queries and issues.

oOwned distribution of all communications to users of the system, including: system updates, new processes, outages, notifications, training, log in details, resulting in a more educated end-user and reduced system issues.

Process Analyst: 2011-2014

System administrator for CA Clarity Project and Portfolio Management System. Key contributions include:

oKey Stakeholder and Subject Matter Expert for Project & Portfolio Management system.

oLed transition from internal project management system to CA Clarity Project & Portfolio Management tool, resulting in more robust reporting capabilities and a friendlier user experience.

oLaunched and owned email inbox serving over 2,000 global internal customers for all system related issues. Providing personal one on one support to achieve maximum customer satisfaction.

oManaged end-to-end resolution for all system issues and documented results leading to improved process and policies.

oBuilt user database and reporting manager hierarchy structure for time entry approvals.

oProduced pivot tables, bubble charts and graphs detailing project data for executive review.

oEstablished weekly “Did you know?” information and tips communication to assist users with daily activities, resulting in decrease of system inquiries.

oTracked daily systems incidents and outages through reporting and metrics. Analyzed cause, effect and solutions to prevent similar future occurrences.

oProvided secure user onboarding and integration into multiple systems within SLA policy.

Additional Experience:

Data Analyst - Western Union LLC

oBuilt and administered internal Project & Portfolio Management database.

Systems Data Analyst - Western Union LLC

oDelivered systems performance metrics resulting in reduced outages.

Parts Coordinator - Mercedes Benz LLC

oOwned processing Material Safety Data Sheets (MSDS) to build parts database.

Marketing Assistant - Volvo Cars

oCoordinated with Marketing Director in reviewing all advertising via TV, radio, print, and web.

Education:

Stockton University – Galloway, NJ: Bachelor’s Degree - Business Marketing

Washington Center Internship Program – Washington, DC: Internship with Gifts In Kind, International

Applications & Training:

Certifications: CMMi, IT Governance Influencer, Customer Centricity, CPR

Processes: SDLC (Systems Development Lifecycle), RACI (Project process and role matrix), SaaS (Software as a Service), ITIL (Information Technology Infrastructure Library)

Tools: PeopleSoft, Workday, CA Clarity, Okta SSO, Cherwell Incident Management, HP Service Desk/Manager, Secure User Access Management, Microsoft Excel, Word, PowerPoint, Visio, Access Database, Pivot tables

Work Environment Contributions:

Western Union Foundation & Social Ventures Volunteer, Western Union Activities Committee

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