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Manager Project

Florida, United States
October 30, 2016

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Steven James

***** ********* **.

Riverview, FL *3579

Email: Phone: 813-***-****

Technical Summary

Strategic Enterprise Architecture, Business/IT Strategy Development, IT Director – Department Manager, Senior Managing Consultant/Project Manager, Program/Project Management (project methodologies and life cycles (e.g., conversions, incremental, rapid delivery, classic or traditional waterfall phases of analysis, design, development, testing, implementation), IT & Architecture Governance, Solution Architecture, Sales Force Automation, CRM, Customer Experience, Telephony Design and Integration, Interactive Voice Response Design

Technical Skills


Windows 2000 Server (IIS); DB2, Microsoft SQL Server; Microsoft Access 2000/2003/2007, Microsoft Office Suite Microsoft Word, Microsoft Excel, and Microsoft PowerPoint, Microsoft Project, Microsoft Project Microsoft Visio, Provision 4; Other languages: COBOL, Assembly, JCL, Dyl260/280, FOCUS, and EIS

CRM/BPM packages

Siebel 7.3/7.5 Public Sector Application, Siebel e-Business Application Integration, Lagan CRM, PeopleSoft CRM 8.9, PegaSystems (PRPC); DBMS: DB2, Oracle 8i/9i Database, and Microsoft SQL;


Avaya, Cisco, Genesys; IVR - Avaya Conversant IVR

Professional Experience

Digital Intelligence Systems Corporation 2012 – Present

Enterprise Project Manager

I am the Sr. Enterprise Project Manager – Sr. Project Manager overseeing Affordable Healthcare modifications for one of the largest clients for this Heath Care Processing Company that included changes to the existing processes while adding new requirements to meet the changing Healthcare Law. I am responsible for Defect Resolution along with tracking and managing the Change Management Process (Production Changes, Enhancements, and Modifications) for multiple carriers of this processing company.

Cognizant Technologies 2010 – 2012

Senior Managing Consultant/Project Manager

Responsible for BPM/CRM Health Plan (Payer, Pharmacy Benefit Manager and Provider), Telecommunication, Solution Architecture, and Public Sector CRM technical strategy, Project Lead Architect, Project Management, Sales and Delivery.

Sr. Solution Architect – Finance BPM Best Practices

Assisted in the creation of a business case for a large Canadian Bank (Royal Bank of Canada) to replace their manual Dispute Process with the Pega Smart Dispute (BPM) application that included suggested changes to the business process design, anticipated cost benefits and a projected ROI.

Project Manager / Sr. Solution Architect– Life Science

Conducted an evaluation of the Project Management Office (PMO) at LexisNexis to identify where best practices could be implementing to better customer satisfaction and increase productivity.

Assisted the BA group lead to look where best practices could help in the process flow and customer interaction that would lead to an increase in customer satisfaction.

Project Manager Healthcare

Took over the Project Management position for a Pharmaceutical company (CVS Caremark) consisting of both development and production support staff.

The team (both onsite and offshore) was tasked to maintain and enhance a newly installed production system that supported the tracking of events and processing tasks of their RxSpecialty system.

Interfaced with IT, Senior Management, and the Business Clients to meet the ever changing needs to enhance the processing capabilities of this system.

Project Manager / Solution Architect Healthcare

managed a team of developers and architects to crate and validate a process for a major Pharmaceutical company (CVS Caremark) to allow their RxSpecialty to process and restrict user interface for Prescription Management (seamlessly integrated with Patient Management and Clinical Management) while leveraging the their Prescription Management Engine (IBM’s BPM Application).

This was needed to allow for a multi-tenant processing mode - two books of business living in the same system without giving one Pharmacy Operations visibility into the other Pharmacy Operations and vice versa.

Solution Architect / SME Healthcare

developed technical strategy and designs for Health Plan Payer and Provider, Strategy and Design for CRM services that resulted in enhanced business processes with many top healthcare clients within the US and Canada (roadmap for increased productivity while reducing cost and time to market).

Solution Architect / SME Healthcare

Assisted in the development of strategic alliances to support Health Plan and N11 practice including joint sales pipeline management.

IBM 2008 – 2010

Senior Consulting Manager/Project Manager

Responsible for BPM/CRM Health Plan (Payer, Pharmacy Benefit Manager and Provider), Telecommunication, Solution Architecture, and Public Sector CRM technical strategy, Project Lead Architect, Project Management, SAP Testing Manager, and Sales and Delivery.

Projects Included:

Sr. BPM Solution Architect Healthcare

Assisted in the install/upgrade of the current PegaSystems BPM Healthcare system to the current release for a major Healthcare provider (New York Life) that will give them new functionality and enhanced capabilities.

Sr. BPM Solution Architect Healthcare

Worked with the customer as the lead architect to assist with the enterprise PegaSystems implementation and to define the new functions that will be incorporated with the upgrade.

Identified the existing process flows and newly created ones which will allow the system to best support the call center agents and their subscribers of the PegaSystems Healthcare system used by the leading Healthcare Provider (Kaiser Foundation Health Plan, Inc.).

designed and launched a new global Sales Enablement organization responsible for defining and implementing the process and technology strategies for the Sales function

Sr. Testing Architect / Project Manager

Onsite Testing Manager for the new internal SAP process that was being implemented to track all contracts from initiation to completion that would be used by IBM worldwide.

Unisys 2001 – 2008

Enterprise Architect/Project Manager

Responsible for analysis, system design, modification, and integration to successfully transform client business needs into strategic plans resulting in significant improvements and increased productivity. As the IT Director within the CTO office working to establish the Data Stewardship and Enterprise Architecture (EA) guidelines and roadmap for the Unisys IT organization. My duties included the documentation to set the stage for further development within the organization in a structured format and identify the different design protocols using COBIT as a base reference along with the identification of Data Ownership, BPM Applications Integration, CRM Technical and Telephony design along with intellectual capital development for the City of San Francisco.

Projects Included:

Sr. Project Manager / EA Solution Architect

Responsible for the identifications of the many different systems that would be needed to support Unisys both internally and external systems.

These systems included BPM, CRM, Finance, Human Resources, etc., and the supporting databases sub-systems and other internal applications.

This process was put in place to show clients how a robust EA can be implemented to support the complex applications and allow for expansion and the industry changes.

Sr. Solution Architect Public Sector

Lead a CRM strategy and transformation effort to support 311 (city services) and 211 (health & human services).

Also responsible for sales, technical strategy and lead delivery.

Sr. Solution Architect / Project Manager Public Sector

Lead Technical Architect & Project Management for the telephony design of the City of San Francisco’s 311 initiative using the Avaya 8700 PBX Switch for ACD routing, IVR, CTI, NICE Call Recording for Quality Assurance and Training, and Blue Pumpkin Work Force Management systems.

Sr. Solution Architect Public Sector

Technical Lead for the telephony design for the DeKalb County’s 311 efforts which is using the Avaya 8710 PBX Switch ACD routing and Call Recording for Quality Assurance and Training.

Sr. Solution Architect Public Sector

Technical Lead Architect for the overall system design and external application integration for the City of Albuquerque’s 311 effort using PeopleSoft 8.9 CRM as the backbone to capture and report all calls and to segment the different types of inquiries.

Designed and developed this system to support a 24x7 call center and then transfer complex Service Requests and Frequently Asked Questions (FAQ’s) to the proper departments, via an automated workflow, for further investigation and fulfillment.

Sr. Solution Architect Public Sector

Technical Lead & Architect for the overall claims system design for Michigan State Unemployment Insurance application front-end.

Designed and implemented a new IVR system, a desktop application that supported a real-time interface with an existing Unemployment application, Real-time and Batch middleware integration, technical project planning, and technology deployment.

Sr. Solution Architect / Project Manager Public Sector / Federal Government

Technical Lead Architect and Technical Project Manager for the U.S. Federal Government to design and implement a Siebel 7 CRM solution that would allow both internal and external users to track and monitor transportation requests and perform trend analysis.

Sr. Solution Architect Public Sector

Implemented Registration Portal for United Way Worldwide (UWW) to provide support services for natural disaster, e911, pandemic and health & human services (HHS).

IBM 1997 – 2001

Technical Architect - CRM

Architected a Siebel 7 CRM solution on US Transcom that would allow both internal and external users to track and monitor requests and performs trend analysis. The system consolidated information from 10 different systems, to provide a platform for analysis and monitoring both current and past requests.

Lead the redesign of an internal e-ordering system.

This redesign allowed the client to better fulfill customer expectations with new and enhanced functionality.

Responsible for the technical design of a new Digital Rights Management System that involved the customization and implementation for a large audio merchandiser.

This system was implemented to enable the customer to purchase and download music to their computer without complicated tools while protecting the music label and artist.

Generated and implemented systems redesign that reduced processing time by over 50%.

With that reduction in processing time, the client was able to better identify customer trends and spending, which directed new marketing campaigns.

Designed and developed multiple new systems that continue to be used by the Credit Policy and Marketing Departments for analysis and Customer trend investigation.

Military Service

Bureau of Navy Personnel

Lead computer operator and then promoted to Sr. Programmer involved the development and Freedom of Information Act Reporting System (FIA) for the Navy

Fleet Intelligence Center for the Pacific

Lead Operator for the organization and was in charge of a group of data processing technical in both the operations and support groups.

The USS Galveston

Senior Data Processing Specialist


Pace University – New York

Union County College – New Jersey

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