Project Manager Customer Service
Resume:
MARK GALLAGHER
*****************@*****.***
SUMMARY
Relevant Experience
Influential, multitasking, engaging and hands on Senior Project Manager.
Sixteen years as Business and Technology Project Manager.
Transition from Waterfall to Agile Project management disciplines with JPMorgan Chase in 2015-2016.
Bachelor’s Degree in Business Administration, Major in business management.
PMP trained(PMI). Past officer of Tampa bay PMI Chapter.
Project Management experience in telecom Installations and Billing.
Practical experience with Regulatory implementations.
Fluent in several technology disciplines.
Practical experience with JIRA for story boarding and module testing.
Experience as a product manager product manager.
Practical experience with charter writing and business case creation through technology testing and project implementation.
Practical experience with interacting Business Analyst as both a project and product manager.
Managed up to 90 project resources for large scale corporate initiatives.
Extensive experience with Microsoft Office including Microsoft Project software.
Considered a turnaround specialist for non-performing projects, products and services.
Fluent at organizing and facilitating project steering committee meetings using PowerPoint .
Working experience with BluePrint, Charity, Project Pipeline (PPL) and SharePoint
Interviewed, hired and managed other project managers and project resources.
Two years, three months working directly with Corporate attorneys for developing SLA’s, servicing contacts, trademarking and Regulatory and Compliance products.
Other Accomplishments
•Achieved multiple employee only recognition awards while working as a consultant.
•Managed the offshore production support team for HSBC.
EDUCATION University of Phoenix
Bachelor’s Degree in Business Management.
PMP-PMI trained.
Volunteer Activities
Football Coach, School Maintenance – Family of Christ Lutheran School – 2009.
AAU Karate Coach 2005- 2010.
NFL Flag Football Coach.
Various ongoing corporate volunteer activities.
PROFESSIONAL EXPERIENCE
JPMorgan Chase Retail Bank, Tampa, FL 7/15 – 7/16
Senior and Lead Project Manager/Lead Chase Auto Finance - Consultant
Managed the end to end implementation of medium and large scale projects for Chase Auto Finance, including Chase Auto Finance loan origination platform consolidation in two phases valued at 9MM per year: Also managed Private Label Auto Finance implementations.
Successfully implemented phase one of the Chase Auto Finance servicing platform consolidation ~25,000 hours with an internal compliance audit score of 94%. This was the largest Chase Auto Finance project implementation to date.
•Project disciplines were SDLC /Agile hybrid with agile design, build and test phases.
•Project scope impacted 60 internal and co-supplier impacts with up to 25,000+ hours in project work.
•Extensive interaction with business stakeholders including senior management.
•Organized and facilitated resource conflict with several key wins that benefited my projects
•Constructed project schedules, project approach and RAID logs and managed change control activities including organizing stakeholder change board meetings.
•Provided milestone and status reporting on key work orders, escalation of issues to stakeholders, and facilitate weekly status meetings with all parties involved.
•Created and facilitated vertical and horizontal Clarity and MS PowerPoint dashboard project reports.
•Worked directly with the business to collaborate on project requirements and to set project expectations.
•Managed all change control activities, including scheduling and presentations at stakeholder meetings.
•Organized and facilitated project steering committees.
•Used BluePrint for requirements gathering, Project Pipeline for project commitments and SharePoint for project repository.
•Traveled frequently as required.
•Received several recommendations and recognition awards as a consultant.
•Recognized by piers as a proficient multitasker.
Bright House Networks – Consultant 03/15-06/15
Project Manager
Directly responsible for managing 10 Bright House Networks Business billing projects from initiation through warranty periods.
•Project Manager for Bright House Networks Business Billing Initiatives.
•Create project plans, scheduled team meetings and managed action item list.
•Communicated managed and addressed project issues as well as business expectations.
•Created and updated executive level dashboards for Bright House revenue related projects.
•Worked directly with the business on project related issues.
•Worked full term of contract.
Bloomin Brands, Inc, Parent of Outback Restaurants – Consultant 10/14-02/15 Senior Project Manager, Information Security Initiative (non- technical), Tampa, FL (2014-2015) Project Management
Directly responsible for scheduling and deployment of Brands Strategic Information Security initiative. Also worked directly with Bloomin Brand Corporate lawyers to develop Bloomin Brands regulatory mandated training module to support best practices in protecting customer PI( Payment Information) for both the restaurants and corporate offices.
•Project discipline was Infrastructure / Agile.
•Worked directly with Information Security group to determine security requirements and timing of regulated implementation for the protection of customer PI.
•Reviewed Trust Wave PCI and Verizon vulnerability assessments to determine resource assignments.
•Managed assigned security vulnerability assessment remediation task through completion using cross-functional resources in an agile type environment.
•Directly responsible for managing the 2015 Information Security projects, including organizing resources to track time to appropriate capital and expense budgets using Plainview.
•Frequently communicated executive level reporting.
•Converted existing spreadsheet task management discipline to MS Project for Information Security.
•Facilitated the approved project from design through implementation. Managed risk, action plans, issues list and frequently updated periodic status reports.
•Develop an Information Security awareness training program for the Bloomin Brands Corporate Office and Restaurants.
•Used JIRA for storyboard and module testing for training products.
•Worked full term of contract.
Fidelity Information Systems (Certegy), St. Petersburg, FL 10/09-07/14
Product Management, FIS North America Card Payments (2011-2014)
Business Project Manager to develop and market Credit Card consumer lending products.
Directly Responsible for the branding, P/L, trademarking, marketing and implementation of Regulatory and Compliance products for sale by FIS.
•Frequently worked with Corporate lawyers to create SLA’s and service contracts to support large financial clients such as Bank of America and Wells Fargo.
•Established a new Profit/Loss cost center and trademarked FIS Collateral Print Services top provide regulatory disclosures to banks and credit unions for distribution to their Credit Card customers.
•Other products supported include revitalizing the former Metavante NYCE network consumer finance automated cash Network to facilitate business to business and business to consumer electronic payments. (ACH).
•Managed business vendors including offshore resource agencies, FedEx Office and other U.S based suppliers.
•General responsibilities included developing business cases, cost benefit decisioning, sales, vendor and contract development and managing product ROI Management.
•Communicated business status on success factors were communicated monthly to senior management.
•Managed 3.3 Million in yearly product sales.
Senior Project Manager/Product Manager, Certegy-Metavante (TSYS conversion) (2009-2011)
Directly responsible for the Consolidation of Metavante and Certegy (FIS) Card platforms for Statements, Letters, Card Embossing and corresponding Regulatory project implementations
Also implemented the FIS Customer and Commercial Card Customer facing self-service portals for the platform consolidation.
•Performed as a Senior Project Manager for the merger between Certegy and Metavante (TSYS platform) from 2009-2011.
•Project discipline was SDLC and Waterfall.
•Responsibilities included scheduling and coordinating of resources to perform the project work.
•Senior Project experience in Regulatory Compliance, platform conversions, commercial card, and customer facing correspondence.
•Provided milestone and status reporting on key work orders, escalation of issues to stakeholders, and facilitate weekly status meetings with all parties involved
•Project work included several medium consumer lending projects such as customer statements, card embossing Regulatory as well as customer facing online portals and commercial lending.
•Responsibilities included planning and executing the complex integration of 30+ financial institutions into the FIS organization using a matrix team of about 25+ resources.
•Worked with Metavante TSYS Resources to identify conversion task for assigned platforms Worked with Business analyst to gather scope for project initiation.
•Constructed project schedules, project approach and Level of Estimates.
•Managed to project financial business cases.
•Worked directly with business stakeholders including dashboard reporting and other communication.
•Facilitated the approved project from design through implementation. Managed risk, action plans, issues list and frequently updated periodic status reports.
•Worked as a product manager for FIS creating banking products.
•Organized and started compliance related cost centers at FIS.
•Wrote business cases and charters.
Verizon, FTTP Operations Center, Tampa, FL 11/08 - 1/09
Project Manager, MDU Fiber Optic Services (Contractor - RJE Telecom)
Directly responsible for the implementation of Verizon Fiber Optic service and billing activation in the Tampa bay area for Multiple Dwelling Units.
•Project discipline was infrastructure and early agile.
•Responsibilities included acceptance of work orders (requirements) from Engineering, Scheduling and Coordinating of resources to perform the work.
•Provided milestone and status reporting on key work orders, escalation of issues to stakeholders, and facilitate weekly status meetings for all project activities .
JPMorgan Chase Wholesale and Retail Operations, Tampa, FL 6/06 - 11/08
Sr. Project Manager, Vice President - Chase Treasure Services, Chase Education Finance
Directly Responsible for the successful implementation of medium and large size projects the Chase Education credit decision engine(3.5 MM). Also managed customer service systems projects as a consultant in Chase Treasury Services, prior to permanent re-employment with Chase.
•Project discipline was SDLC and Waterfall.
•Responsible for many aspects of the project including resources, project plans, as well as developing and managing to financials (three step business case) for the project. Wrote business specifications and execution plans for testing of Chase Treasury Projects Worked with Business analyst to gather scope for project initiation.
•Constructed project schedules, project approach.
•Worked directly with business stakeholders including dashboard reporting and other communication.
•Facilitated the approved project from design through implementation. Managed risk, action plans, issues list and frequently updated periodic status reports.
Verizon, FTTP Operations Center, Tampa, FL 2/06 - 6/06
Project Coordinator, Greenfield Fiber Optic Services (Contractor - RJE Telecom)
Directly responsible for the scheduling and coordination of the implementation of fiber optics in new home subdivisions in the Hudson, Sarasota and Bradenton areas.
•Project discipline was infrastructure and early agile.
•Coordinated and managed the implementation of Verizon's Fiber Optic Network in the Tampa Coastal and Bradenton/Sarasota areas.
•Responsibilities included acceptance of work orders (requirements) from Engineering, Scheduling and Coordinating of resources to perform the work.
•Also provided milestone and status reporting on key work orders, escalation of issues to stakeholders, and facilitate weekly status meetings with all parties involved.
HSBC Bank, Global Credit Card Systems, Tampa, FL 7/03 - 9/05
Business Systems Manager/Project Management
This role oversaw the day-to-day operations for 22 U.S. and international based lines of Business for HSBC Bank. Managed 24 x 7-support availability with a staff of 6 local FTE and five offshore-based resources. (2003-2005).
•Directly responsible for the construction, testing and implementation of a new credit card Global Statement and Letter system for Mexico, United Kingdom and Canadian Conversion projects.
•Management responsibilities included hiring of resources for technology development, business facing roles, creating and managing to operating plan, staff goals, incentive and performance reviews as well as managing assigned responsibilities.
JPMorgan Chase, Credit Card, Tampa, FL / Hicksville, NY / Brooklyn, NY 1988 - 3/03
Application Development Manager – Group Manager - Officer (2000-2003) Managed the Chase Credit Card Statement and Letter group.
•Directly managed all communication with the business and project managers.
•Managed teams using mainframe technologies as well as the Metavante CSF document Rendering products.
•Directly responsible for ensuring annual regulatory updates to several consumer lending applications
•Managed Multiple inbound and outbound conversions with FDR( Card Auth, Statements, customer service
Internet Infrastructure/Technical Officer - Internet Development Group (1997-2000)
•Coordinated and managed the implementations of the Chase Credit Corporate Card web site.
•Assembled and configured several Internet servers for Chase web sites, which consisted of NT Server, Oracle, UNIX and HTML.
IT Relationship Manager/Project Office (1996-1997)
Managed and facilitated the planning, design, scheduling and communication of all E-Commerce and Human Resource projects.
Application Development Manager (1994-1996)
Managed Chase Credit Card Authorization System Group with a staff of four employees, two consultants plus one off-site consultant for development projects for the until the outsourcing of the department. System platform was mainframe and client server. Technology used was CICS, DB2, SQL COBOL.VSAM and JCL. Responsible for JPMorganChase FDR conversion of authorization systems.
Various Positions (1988 - 1994)
Prior to 1994, held progressive positions as Information Specialist/Senior Programmer Analysts, Chase
Manhattan Bank; Developer and Project Leader, Chase Credit Card Systems Groups. Performed as the DB2 DBA for Chase Credit Card Fraud System. Language / Technology used was SQL/Cobol/CICS programming, DB2 Table Management Functions. Participated in many Conversions from and to Tsys and FDR platforms.
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