Project Manager / Six Sigma Black Belt / Technical Writer-Editor
Resume:
DENNIS MAIORINO
Hewitt, New Jersey *****
******@*********.***
PROJECT MANAGER / PROCESS IMPROVEMENT MANAGER / TECHNICAL WRITER & EDITOR
PROFESSIONAL EXPERIENCE
Quest Diagnostics Incorporated, Madison, New Jersey 2000 – 2015
Senior Project Manager (PMO Assignment) (2010 – 2015)
I was responsible for numerous cost improvement and customer satisfaction improvement projects.
Projects included:
Update computer operating system & browsers for doctor offices, Patient Service Centers and new acquisitions (22,000 upgrades / $3m budget)
Workstation upgrades for the Northern California Patient Service Centers ($1m budget)
Defined survey process, managed & directed team to obtain customer satisfaction survey responses (improve CSI 10%)
Soft touch hardware (printers & computers) cost reduction project at doctor offices. Savings exceeded $100k per year.
Senior Project Manager (Help Desk Process Improvement) (2005 – 2010)
I was accountable and responsible for all efficiency and improvement projects for all Quest Diagnostics’ Help desks.
Projects included:
Managed project teams for the installation of:
Telephone call recording software used for analyst training & quality control ($100k budget)
Telephone call routing software and hardware used to route support call volume ($100k budget)
Workforce management software used to handle staff schedules (100+ employees / $200k budget)
Improved first call resolution by 20% & cost savings of $1.4m
Software used by all Quest Diagnostics employees to reset computer passwords
Instant messaging software used by Help Desk to discuss support issues
Benchmarked Help Desk organizational maturity
Surveyed & evaluated staff feedback
Prepared report & provided recommendations for improvements
Implemented & directed a Kaizen program
20% improvement managing internal processes & 30% employee satisfaction improvement
Managed the project team for the build-out of a new Help Desk Support center ($850k budget)
Transition to new support desk
Six Sigma Black Belt, Information Technology (2001 to 2004)
Technology Team Leader working with IT Senior Management and staff to define and complete high impact cost improvement projects. I delivered project improvements for IT systems and processes with auditable results. I trained and mentored Six Sigma Green Belts in project scope definition, management and completion of deliverables. I provided the Six Sigma program with editorial and technical writing for Six Sigma training materials.
Projects included:
On-line test ordering software release process improvements
Identified defects in release process with cost savings of $750k
Reduction of Capital Expenditure (CapEx) cycle time
50% cycle time reduction & $300k cost savings
Remote Phone Access Lookup (PAL) connectivity costs reduction
Implemented process improvements & 58% cost savings of $144k
IT connectivity costs reduction
Identified connectivity solutions for an estimated yearly savings of $600k to $7.5m
DENNIS MAIORINO
Content Editor, Informatics Department (2000 – 2001)
Patient empowerment project
The goal was to deliver test results to the patient quickly and accurately as well as provide information of possible medical conditions. As a key contributor, I wrote the descriptions for the blood tests along with the medical conditions. The patient was empowered to discuss their blood test results and treatment options with their doctor. This effort was difficult because of state regulations limiting patient access to their medical results and that HIPPA / PHI regulations had just been issued. Quest Diagnostics was one of the first companies to advocate patient access to their blood test results.
My roles was to implement a document management processes for internal review, approval, change control and storage.
Other responsibilities:
Member of ISO9001 project team responsible for 2001 certification
Provided ISO training to Informatics staff
Managed documentation for ISO audit
Wrote Standard Operating Procedures (SOPs) to document department processes
Ad hoc research
Pfizer Lipitor analysis
Medical benefits of aspirin
Home testing kits for cholesterol
Co-author of presentation at Clinical Laboratory Management Association (CLMA) meeting on September 16, 2000. Subject was “Consumer Access to Secure Laboratory Results on the Internet”
COMPUTER SKILLS
MS Office, Project, Visio, Minitab, Snagit,
Clarity, SurveyMonkey & iGrafx software
EDUCATION
PMP Expected September 2016
Project Management Certificate, Anisfield School of Business, Ramapo College of NJ, Mahwah NJ (Spring 2016)
Medical Technology Certificate, MetPath School for Medical Technology, Hackensack, NJ
B.A., Biology, Bloomfield College, Bloomfield, NJ
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