Service Management

it management

Strategic leader adept in stabilizing systems and providing services that will improve the efficiency and performance of an organization.

Visionary that adapts to business environments displaying a unique blend of skills that has led to Operational Improvements, Profitability Increases and Enhanced Growth.

Determined critical thinker who challenges the norm to resolve complex business issues in large-scale high volume business environments.

Business Qualifications And Experience Includes:

Application Development Quality Assurance

Data Analysis Needs Assessment

Compliance Business Development

Training & Development Technology Planning & Strategy

Release, Issue & Change Management

Professional Highlights

Business Analyst, Innovista Health Solutions - Westchester, IL 2015 to 2016

Instituted software testing initiatives/meetings, as the single point of contact with system vendors, that routinely ensured service level targets were consistently exceeded.

Documented current care coordination and care management system processes and procedures that identified opportunities for improvement and ways to further leverage existing technologies.

Analyzed business and user needs working with vendors and stakeholders to implement/migrate new processes to production that increased user productivity ratings by 75%.

Established excellent relationships within the business in order to gain a thorough understanding of business goals, operations and challenges.

Independent Consultant - Chicago, IL 2013 to 2015

Reviewed existing SQL reports and provided tuning recommendations that increased query performance by 50%.

Assisted with the creation of AML/KYC use cases and test plans.

Provided direction on the conversion of legacy system data utilizing ETL formats.

Created reports that identified redundancy problems and led to the immediate resolution of 70% of all data issues.

Health Care Service Corporation - Chicago, IL 2000 to 2012

Application Manager (2006 to 2012)

Managed, developed and motivated 33 cross-functional personnel to strengthen internal operations, increase productivity and enhance customer satisfaction through devised processes and procedures.

Functioned as chief production officer safeguarding the stability of 30+ production environments while formulating an approach to ensure critical SLA measures (99.8% system availability) were consistently met or exceeded.

Spearheaded key projects utilizing Agile and Waterfall development methodologies that were regularly implemented ahead of schedule and under budget.

Improved customer reporting data accuracy by 60% and reduced man hours needed to validate discrepancies by 75% through system enhancements and vendor negotiation.

Resolved 98+% of both low and high-severity incidents across the entire incident life-cycle in accordance with availability, resolution and restoration SLAs resulting in a 50% decrease of system wide defects.

Created operations support model that included associate preparedness training and inventive procedural standards to aid in resolving application service insufficiencies.

Exhibited expert leadership during a period of company growth and management turnover to encourage staff to consistently exceed goals on 100% of all projects.

Applied ITIL best practices to produce proactive reports, trending analysis and service level reporting.

Supervisor (2000 to 2005)

Supervised, coached and counseled staff of 12 employees to develop long-lasting scalable solutions in a large-scale IT environment.

Saved $1M in annual costs by devising a plan to integrate a large-scale independent HMO system into the daily claims processing path.

Created flexible modular system designs to facilitate business development plans and growth strategies that contributed to a 45% profitability increase.

Implemented strategies that led to the conversion of 25M benefit groupings with a 100% success rate.

Enhanced efficiency of claims benefit update processes by 75% with the incorporation of stringent testing procedures and creative system modifications.

Designed customer claim flow that increased processing effectiveness by 100%.

Other Relevant Experience

Business Consultant, Kraft Foods - Northfield, IL

Project Lead, Montgomery Wards & Co. - Chicago, IL

Systems Analyst, Accenture - Chicago, IL

Technical Programmer, Sears Roebuck & Co. - Hoffman Estates, IL

Education

Bachelor of Science (BS), Computer Science- Chicago State University - Chicago, IL

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